I booked a room on Agoda.com under reservation number 5586*91**. When I arrived at the hotel, I was shocked to find that the room was located in the basement, which was never mentioned in the listing. I politely told the front desk that I wanted to cancel the reservation, and thankfully, the hotel staff was very understanding and confirmed the cancellation free of charge.
However, that’s where the problems with Agoda began. Despite the hotel's approval, there is no way to reach a real person at Agoda to process the cancellation. Their website claims 24/7 customer service, but all you get is a chatbot that doesn’t help at all. I tried calling them multiple times — the line never connects. I also emailed them and received no response.
It’s incredibly frustrating that a major platform like Agoda can’t offer basic customer service when things go wrong. I still haven’t received a refund, even though the hotel itself supported the cancellation. This experience has completely destroyed my trust in the platform.
With reliable companies like Airbnb and Booking.com available, I honestly regret choosing Agoda. I will never use it again and plan to request a chargeback from my bank once I return to Turkey.
Agoda must take responsibility for the refund and provide proper human support for travelers who encounter issues.
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