BE AWARE – BE EXTREMELY CAREFUL
I booked M Hotel Phu Quoc through Agoda for check-in on 11 January 2026. The payment was already authorised on my card, but the very next morning (12 Jan), I received an email saying the booking was cancelled due to payment failure. Confused, I immediately called Agoda support—they confirmed the issue and assured me a refund would process within about a month. Thinking it was fully cancelled (based on their email and promise), my husband booked the same hotel and exact dates via Booking.com under his name, and we stayed only under HIS booking—no problems whatsoever.
Months later (now February 2026), the original amount was deducted from my card anyway. Agoda admitted their system auto-rebooked and charged it without proper notice—even though the payment had already been authorised and I called right after the misleading cancellation email! This created a clear duplicate charge for a booking we never used or stayed under my name.
Their customer service has been beyond shocking. I’ve called them SEVERAL times—each time they say “we’ll update you,” “my manager will call you,” or “we’re escalating it.” I repeatedly requested: “Please call me for any updates—do NOT just email.” They ignored this completely, kept sending pointless emails, and forced me to call back myself every time, wasting hours on hold. Still no refund, and zero manager has called as promised. I’m shocked and furious at this level of incompetence and dishonesty.
Rethink before booking ANY reservation with Agoda—their system tricks you with fake cancellations after authorisation, creates hidden duplicates, lies about refunds and follow-ups, ignores your requests, and provides zero real support when you need it. This has caused massive stress, time waste, and financial loss over something that was obviously their fault. Worst experience ever—avoid Agoda at all costs!
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