Agoda refuses to resolve my booking issue despite the hotel's willingness to approve a date change
I am extremely disappointed with Agoda's customer support. I made a booking through Agoda for Carlton Hotel Dublin Airport, but I made an honest mistake with my travel dates and urgently needed to change my reservation. I contacted the hotel directly and explained my situation. On October 19, the hotel confirmed in writing via WhatsApp: "You can request a date change through Expedia, and we can approve it straight away." However, Agoda emailed me claiming that the hotel had rejected my request. When I contacted the hotel, they indicated that they had not received the request Agoda claimed to have sent. I immediately contacted Agoda support and provided the hotel's response, asking them to submit the date-change request correctly. Unfortunately, I have received no meaningful resolution. The situation is made even more frustrating by Agoda's customer service system. The AI chatbot repeatedly sends me in circles and, when I request a human agent, offers only telephone support. The chat message field becomes disabled, leaving me with no way to communicate with a real person in writing. I have already emailed support, tried different browsers, and used desktop mode, all without success. My travel date is approaching, and I urgently need this issue resolved. I am asking Agoda to: * Escalate my case to a human supervisor. * Contact the hotel through the correct partner channel and submit the date-change request. * Investigate why I was told the hotel had refused when the hotel confirmed it was willing to approve the change. * Provide a written response and a clear resolution. I hope Agoda will take this complaint seriously and resolve the issue rather than directing me back to the same automated support system. I can provide the booking confirmation, Agoda's email, and the hotel's WhatsApp messages as evidence.