We had booked a couple previous hotels with Agoda and had no issues, but our most recent hotel has been an absolute disaster. We received an email less than 24 hours of our check-in time to our hotel that they were unable to provide us the rooms we had booked months in advance. As we are on holiday I was not checking emails regularly - luckily I did the morning of to find they provided us with 2 options - get a refund or have them find a new hotel. As we were already on our way to the city and it was the day of our stay we rewuired accommodation. They came back that there were no other options for accommodation so could only provide us with a refund. I was baffled as we could see their was only 1 other hotel in the area that could accommodate us. After 3 FULL HOURS of discussion (including a phonecall that we were charged for that resulted in nothing and a lie that they would call us back) they still would not book us alternative accommodation, or provide us enough 'Agoda cash' to cover the new rooms we required despite the whole ordea being entirely their fault. They eventually agreed to pay us back in full for our new rooms, but we have yet to get confirmation having sent them the billing receipt. I have never experienced so poor treatment and lack of concern at breach of contact by a company such as this. Will not be using them again as they have shown complete lack of regard for their customers literally the day of thier booking. Please stay away to avoid the stress and lack of organisation.
