Cancelled booking I booked an apartment through Agoda in August for a December stay over the New Year period and paid £1,219.56 in advance. All of these issues occurred less than a week before we were due to travel for New Year, which significantly added to the stress and urgency of the situation. Without my request, the booking dates were repeatedly changed, and I was eventually informed by the property owner directly that they do not work with Agoda at all and could not host me. Despite this, Agoda continued attempting to “fix” the booking by changing dates back and forth, even though the property had clearly stated it was unavailable in December. With travel imminent and New Year accommodation extremely limited, I was forced to book alternative accommodation at a much higher cost to avoid being left without a place to stay. Unfortunately, the customer service experience was extremely poor. I spent over 7 hours on the phone attempting to resolve this issue. During these calls, staff were often dismissive, appeared incompetent and poorly informed, and at times made me feel as though I was not being believed, despite providing clear written evidence from the property owner. The lack of empathy, professionalism, and basic people skills only added to an already very stressful situation. The issue was further complicated by: • Conflicting information from customer service • Refunds issued in incorrect amounts • Compensation initially issued as vouchers without clear consent • Repeated delays and the need to explain the same situation multiple times Eventually, my original payment was refunded and a 20% goodwill compensation was paid; however, I was still left approximately £220 out of pocket, which I accepted purely to bring an end to the stress and time lost dealing with this matter. This experience highlighted a serious lack of coordination between Agoda and the property, poor internal communication, and inadequate customer protection when accommodation cannot be honoured — particularly at short notice and during peak travel periods. I would strongly advise anyone considering booking accommodation through Agoda to double-check directly with the property and be extremely cautious when travelling during busy periods such as New Year.
Kogemuse kuupäev: 20 December, 2025