Inaccessible customer support
I had a serious issue during a stay where the hotel admitted responsibility (with CCTV evidence) for damaging my personal belongings. Agoda processed a refund for the stay, but after that, the booking disappeared from the app, and I could no longer access customer support because I had no booking reference even repeated attempts were made. This made it extremely difficult to get further assistance for an unresolved compensation issue. The hotel fees was relatively insignificant compared to the value of my damaged personal belonging. For a platform of this size, there should be a clear and accessible way to contact support for post-stay issues / disputes, especially when the hotel has admitted fault. Very disappointing experience despite initially smooth booking. Will look to use platforms that offer more structured customer support in future.