Misleading listings and useless AI support
This is the first time I left a negative review to a company. I spent a lot of time searching and reviewing different properties before finally choosing the one I wanted to book. When I reached the checkout stage, a pop‑up appeared saying: “Someone’s just booked that room and we can’t complete your booking.” However, the listing was still visible on Agoda. I assumed it might be a timing issue, but when I checked again the next day, it showed four available rooms — and I received the same message at checkout again. My friend and I attempted few times but same message showed. If a property is no longer available, it should not be listed. This wastes customers’ time. I tried to raise this issue with Agoda through the so-called AI help chat, but it didn’t provide any meaningful response. And I must select an existing booking before I can speak to a live agent. In this case, the problem wasn’t related to any confirmed booking, so I couldn’t get help at all. This is the worst AI support I’ve encountered. If Agoda wants to rely on AI to improve customer service, it needs to be intelligent enough to handle general enquiries or escalate easily to a human agent. Otherwise, it only frustrates customers further. It doesn’t feel like an AI — just a basic robot. It worsen the customer service.