I selected "pay at property and free cancellation" when reserving a hotel room on Agoda's website. Instead, my credit card was immediately charged the full amount and the reservation was marked "no cancellation". I then contacted Agoda and the hotel. The hotel responded directly to me that they were okay with cancellation and full refund. Agoda's EU partner (that actually made the reservation) responded that they were fine with cancellation and full refund. Agoda's customer support has sent multiple emails to me, using cut and paste verbiage (same words, different support person, different times), telling me the hotel refused to cancel and refund (obviously not true), and that my only option was to accept the 100% cancellation fee, and let Agoda "negotiate" a refund in my behalf. Not acceptable. We should never have been charged in the first place. I have had to dispute the charge with my credit card company, since I was making zero progress attempting to work with Agoda. I have since been contacted by different Agoda agents from their dispute department asking me to accept the charge and let them "negotiate", thereby dropping my credit card dispute. The dispute stands. I do not trust Agoda, their business practices, nor their personnel.
