I will never use Agoda again
I will never use Agoda again. I made an enquiry about a refund for a duplicate booking, which was the error of the Agoda platform, and received very unsatisfactory responses. The enquiry was answered by different people each time with almost entirely generic pre-filled emails, which did not address my enquiry, and without reading previous correspondence I had sent due to a new customer service representative answering each email in isolation rather than the same person dealing with my enquiry all the way through. The turn around times were completely unreasonable, I was advised that because the hotel did not respond within 48 hours that my enquiry would be closed and just stopped trying to achieve an outcome for the customer, even though the error did not arise from the hotel but with Agoda. Agoda did not take responsibility for the error its platform caused, resulting in me being charged double for my booking, but shifted the blame on to the hotel (who were helpful and communicative, and who approved the refund immediately), and shifted the cost to the customer.