Review of Agoda – Disappointing Customer Service ExperienceUsed Agoda to book hotels on Madeira Island and had no issues. But a recent trip to Mexico, we ran into booking issues.Pros:The hotel itself was nice, with well-equipped rooms.The full kitchen included a coffee maker, blender, dishware, and cutlery, making it convenient for longer stays.Hotel offered us complementary breakfast coupons for the room change inconvenience. but the communication between their management and reception can be better.Cons:Terrible Communication via the Agoda App: Messaging the hotel through the Agoda app was a complete disaster. Despite multiple attempts to ask about room details and tour recommendations, we received no response. Agoda should clearly inform guests that communication should be directed to the property management/reception via WhatsApp instead.Room Mix-Up & No Support from Agoda: Our experience with Agoda’s customer service was extremely disappointing. After our first night, the hotel informed us that we had to move from the top floor to a lower-category room, which was not what we had reserved or paid for. The hotel said apparetly the AGODA app made 2 sepreate reservation, forcing us to switch rooms during our stay. AGODA wasn't able to confirm this, nor offer us any solution. Ground Floor Noise Issues: The downgraded room was on the ground floor, and dogs barking outside kept us up all night. Sleep quality was terrible for the rest of our stay.Failed Resolution: We immediately contacted Agoda for assistance. The hotel admitted they were fully booked and could not offer any other rooms. Given this, we requested Agoda to either:1. Provide a full refund for the remaining nights so we could relocate, or2. Arrange an immediate relocation to a nearby hotel of similar or better quality at no extra charge.Neither request was fulfilled. Even after our trip ended two days ago, there has been no resolution.We continue to receive automated emails stating "We are currently awaiting a response from the supplier/property regarding this booking. We expect a reply soon and will update you accordingly." We were stuck in the downgraded room, had poor sleep for the rest of our stay, and received zero meaningful support from Agoda.Final Verdict: Agoda’s customer service was completely useless and disappointing. If something goes wrong with your booking, don’t expect any real help from them. Would not recommend booking through Agoda if you value good service and problem resolution. Would avoid this platform in the future.
