Now I see what theyre saying about Agoda.....
I have use this 3rd party for several years. 20+ bookings and have been very happy with them until an issue this past weekend. Booked a place for 2 nights for my son's baseball tournament 5hr away. Initially I though i had selected a 2 night stay but noticed the check out error upon getting my confirmation email. Customer service said there was nothing they could do(that was 1 hour after trying to reach them). I figured no big deal and just booked my 2nd night individually. Upon check in, the front desk just set it up so that we didnt have to change room. The listing said "courtyard view" and it had a " balcony". No big deal because Im not at some luxury resort. Get our room. We where literally stuck in the corner of the property. Our "courtyard view" was literally the brick wall of the building adjacent to us. Once again no big deal but false advertising. The hotel was pretty old and run down looking. The hvac system was not working properly, in my mind, because it was nothing but heat regardless of setting it to cool or just have the fan on to circulate air. Went to the front desk, 1 person said that its winter time and we only have heat. Another stated that they could "fix" it and maint would be out shortly. Maint shows up and looks confused. He said the he didnt know why they sent him out because he does not know how to fix/work on the hvac system and they if i just wanted air circulation to just open the windows. The beds were absolutely horrible. found what looked like mold on the bathroom window sill. Lots of noise and the refrigerator sounded like a running fish tank. All this brought me to complaining to Agoda about the location and my experiences. Apparently the front desk got calls from Agoda so the desk then starts calling the room at 3am!!! My son cant sleep good in the bed because it sucks. The property is calling the room and waking him up.....mind you i couldnt sleep in this place at all. I had to unplug the phone to stop it from waking my son up. Agoda starts telling me they would refund my money and such. My son and I left and didnt even stay because of how bad this place was. Agoda wanted photos of the issues. I start sending them photos then all of the sudden their system wont accept the attachments. They tell me to give it some time and try again. We get home from the horrible trip and I transfer photos to the computer and start sending the attachments. I get 6 of then sent then the last 2 I start having the same issue. They then "notify" me that they will be closing my "case" because what I had provided does not qualify my complaint. Basically they just want to take your money but NOT be helpful when issues arise. Yes they're not responsible for the property issue themselves but using their services to book and the fact you pay them means they have to accept some sort of accountability of what you experience by default. It took me 20+ bookings with them before I had any customer service issue with them but dang....I really got nailed this time! All I wanted was to be refunded the day we never stayed, I made that very clear but 1 of the multiple agents I had talked to over the last few days stated that he would try and process a full refund. NOT THE CASE apparently. UPDATE 4/22/26: AGGODA CUSTOMER SERVICE WILL NOT HELP ME AS THEY STATE IN THEIR REPLY THATS THE REASON I LEFT THIS REVIEW IN THE FIRST PLACE.....DONT BELIEVE THEM UPDATE 5/7/26: AFTER WEEKS OF BACK AND FORTH, EXCUSES SAYING THEY "COULDNT CONTACT THE PROPERTY", "THE PROPERTY RESPONDED AND GRANTED REFUND", TO "WERE WAITING FOR A RESPONSE FROM THE PROPERTY, AND VARYING OTHER RESPONSES AND PROMISES, I WAS FINALLY REFUNDED THE MONEY THAT WAS PROMISED WEEKS AGO. I HAVE NO DELETED MY ACCOUNT AND IM GLAD TO NEVER HAVE TO DEAL WITH PISS POOR SERVICES FROM THIS COMPANY AGAIN!!!! On a side note, Ive switch to Super because they sponsor a buddys race car so I checked them out. So far so good and Ive saved a few $$ more than I did with Agoda. Hope it continues