Disappointing Experience with Agoda's Customer Service and Refund Process. I recently booked a stay at Nesuto Chippendale in Sydney through Agoda for March 28–31, 2025. Upon arrival, I discovered that the room's air-conditioning was malfunctioning, causing excessive condensation and rendering the room uninhabitable. The hotel staff acknowledged the issue, and no alternative rooms were available. Consequently, I had to vacate the premises within an hour and secure emergency accommodation elsewhere.The hotel receptionist assured me that a refund had been processed to Agoda. However, despite multiple communications with Agoda's Customer Experience Group, I have yet to receive confirmation or the refund itself. Agoda has requested additional evidence, such as CCTV footage, to support my claim, which seems unreasonable given the circumstances and the hotel's acknowledgment of the issue. Instead of proactively resolving my issues, Agoda has simply closed the case and asked me to provide evidence of the faulty air conditioner in Sydney when I am back in Melbourne.This experience has highlighted significant shortcomings in Agoda's customer service and refund processes. The lack of timely communication and resolution has been frustrating and disappointing. I hope Agoda takes this feedback seriously and works towards improving its customer support and refund mechanisms.
