Run as fast as you can from Agoda!
Unless this gets resolved, I am not going to change my reviews. Kevin's review on this was spot on in regards to refundable and cancellation booking. I am experiencing the same thing. I never book hotel without "refundable or free cancellation" esp if it's a year out. I have multiple bookings for our groups and checking it again, it turned NON-REFUNDABLE 300 plus days out. I have called the hotel that I booked and they agreed for refundable cancellation if Agoda call and cancel on my behalf. I called Agoda 5 times and each time they said to wait for 24-48 hours. After 48 hours, an email would generate and say "cancel policy is in place because they did not hear back from the hotel". I called the hotel headquareter and they spoke to the hotel and they agreed for the cancellation. I was told to provide gAoda with the direct phone number, the Rep that I spoke to and even confirmation regarding that transaction and all will be taken care of. All I get was hot air from Agoda. This goes back and forth and I called them 5 times each time waiting 2 days to hear back. I have phone and email that shows all my communication with them. I am a platinum member (not like it means anything) but I use Agoda because it has cancellation and refundable booking. Now that I know that changed after 24 hours, just be careful with your booking. I am going back to Orbitz or Booking.com after this experience. Update 7.30.26 Replying to Agoda and their response. I am not unreasonable but the time spent on dealing with this issue is done. I am over and do not wish to re-hash the issue knowing nothing will be done. I cancelled all my future bookings and it's been a journey. Agoda booking beware! Pay attention for cancellation and refundable date, lately it's allows 24/48 hours and after that it is non-refundable. I switched to Agoda from Orbitz because of the refundable/cancellation options for most bookings, but will go elswhere for better perks.