I couldn't get to my hotel due to natural disaster in the region I was staying. The hotel still charged me for the stay, even though I contacted them to inform of the flood, and sent all supporting documentation as soon as I got the information of the flood and the train company's cancellation SMS. agoda does not provide any type of customer support even though I booked the hotel through them. The hotel ill-intendendly charged my card as soon as I contacted them informing of the situation. Nobody wants to refund my money or take responsability on the matter. Agoda tells me to call the hotel and vice-versa. I should be allowed a refund because it was a natural disaster, there was no transportation available in the region for me to arrive at the hotel. All transportation was halted due to the flood for 24h. There was no way I could reach the hotel. The only thing Agoda says is that the hotel has the final decision. The thing is that the hotel is already acting in bad faith. Agoda offers zero customer support, or any type of security for the customer. Customers don't need to book through Agoda if the company doesn't have the power to offer the customer any type of security. Especially hotels they include in their own network. I can just book straight with the hotel. Don't have to pay a fee for the middle man that does not help with anything, especially when you have all the grounds for a refund and all supporting evidence and documentation. In the end they just care about the money and not the customer.
