Shocking Customer Service From Agoda Representative

My stay at Novotel Wien Hauptbahnhof was booked via Agoda for 18/07/2026–19/07/2026, and I am writing to share a very disappointing experience with your customer service. Due to the sudden passing of my grandfather, I urgently needed assistance with this non‑flexible reservation the day before check‑in. The hotel itself was understanding and indicated they would be willing to approve a refund, but they explained that Agoda, as the booking provider, would need to submit the request. I fully understood the booking restrictions and was not asking your representative to break policy. I simply requested that she escalate the matter or explore any possible workaround, given the circumstances. Instead, she repeatedly disregarded what I was explaining, refused multiple requests to speak with a supervisor, and even refused my request to lodge a formal complaint. She kept telling me to contact the travel provider, although I clearly stated several times that they were closed at that time. She also mentioned she had never dealt with a situation like this before, yet still chose not to seek any support or guidance. The call eventually ended with her muting herself and remaining silent. I called Agoda again and spoke with a different representative, who was working under the same policy limitations but handled the situation completely differently. This second agent listened, showed empathy, and tried to offer an alternative workaround, which made a clear contrast with the first agent’s attitude. My issue is not primarily with Agoda’s policies, but with the lack of professionalism, empathy, and basic courtesy shown by the first representative. I kindly request that this call be investigated and reviewed, including how my requests for escalation and for filing a complaint were handled, so that this can be used as feedback and training material. I believe it is important that your staff are reminded that good customer service starts with listening and treating customers with respect, especially in sensitive situations like bereavement.