Extremely poor customer service – hours wasted with no resolution
I contacted Agoda about an unexplained HK$4,679 charge that I could not match to any booking in my account. I waited almost 2 hours just to reach an agent, despite being told the wait would be up to 60 minutes. Once connected, replies often took 10–15 minutes. The agent first asked me to contact the property, even though I had no idea which property the charge related to. He later suggested a cancelled booking for HK$4,861.86, which was clearly a different amount. The chat dragged on until around 6pm with no solution, and I eventually had to work it out myself. I’m a VIP Platinum member, but after this experience Agoda will be my last-resort booking platform. I’m posting this so others know what level of support they may receive when something goes wrong.