Made a reservation and a couple of days later found a better rate at a different hotel. Requested to cancel via email and received a notification that they needed the hotels permission and that I could not do it. I contacted hotel directly and said that is not true. Called Agoda and could barely understand her and it she just kept repeating the same thing and not explaining what that meant. Had to get her supervisor on the line. Was told they have to send an email to hotel to cancel. Received a second email stating I get a refund of penalties via Agoda cash ($97) for future use. WTH...I paid $163!!! I contacted my credit card to resolve the issue.
