Horrible customer service. We reserved a hotel room, but when we arrived, the hotel staff told us they didn’t have our reservation or any room available because all the rooms were full. The night before, I asked their representative twice to double-check, and each time they assured me everything was confirmed. When we arrived, the hotel contacted their reservation team and Agoda and what happened Agoda didn't send them the reservation. Agoda also informed them that to resolve the situation we needed to contact Agoda directly. After multiple attempts to reach Agoda and being hung up on, we received a message along these lines: “Sorry, all rooms are full. Option 1: we can issue a refund and give a few dollars of Agoda credits that expire. Option 2: we can find you an alternative place.” We ended up spending three hours in the lobby instead of enjoying our holiday because of Agoda’s fault and negligence, and they didn't want to take responsibility for it or compensate us. I can’t imagine what alternative place Agoda would have chosen since there seemed to be no cooperation, so we ended up booking a new place ourselves through Booking.
