I think Agoda using AI customer service agent is a great disservice to loyal customer. I asked for a date change for my hotel which I booked through Agoda.com. I received an email from Agoda customer service saying the hotel did not approve the date change. So I called the hotel and the front desk told me they can change the date, they only need an email from Agoda customer service to tell them to proceed with the change. Hence I wrote an email to Agoda again, and I got exactly the same reply from another customer service agent. And I gave this feedback to Agoda via a feedback form but am not sure this feedback will go to the management. I just to warn anyone who is not certain that they may want to change the check in date, my suggestion is to book the room via the hotel booking system in the website, or call the hotel directly to book a room.
