Charged Twice After a Declined Payment — Appalling Customer Service
Extremely disappointing experience with Agoda. My wife attempted to book one room at Sunborn London Yacht Hotel. Her first payment was marked as “Declined”, so she paid using another card. However, Agoda charged both cards and generated two bookings, resulting in an unexpected £180 charge. Customer service was appalling. After lengthy holds, repeated audio issues during calls, and numerous emails, Agoda offered no resolution. Instead, they insisted we obtain written refund authorisation from the hotel, which the hotel could not provide under its policy. The hotel acknowledged that similar issues with Agoda had occurred before. Despite repeated attempts to resolve this, Agoda has shown no accountability or willingness to help. Customers should not have to pursue chargebacks or threaten legal action over an apparent payment-processing error. Unreliable booking system, terrible customer support, and complete lack of accountability. Avoid Agoda!