Agoda's "No Cancellation Fee" Policy a Lie

My friends and I booked a hotel in Venice through Agoda for April 24-26. We selected the "No Cancellation Fee" option when we made the reservation. Our plans changed, so we contacted the hotel to request a free cancellation. They told us to contact Agoda and have them send a notification.

We contacted Agoda and they said they sent the notification to the hotel. They said the cancellation would be approved within 48 hours and we would get a refund. We waited 48 hours, but we didn't hear anything from Agoda. We contacted the hotel again and they said they still hadn't received any notification from Agoda.

We've been trying to contact Agoda for several days now, but they're not responding to our emails or phone calls. We're stuck with a hotel bill for over $1,000 that we can't afford to pay.

We're very disappointed with Agoda's customer service. They're refusing to honor their "No Cancellation Fee" policy and they're not responding to our attempts to contact them.

We're hoping that someone from Agoda will see this complaint and help us resolve this issue. We're willing to accept a partial refund, but we need to get some of our money back.