Do not use Agoda, they are a **** with no customer service

My experience with Agoda, take heed. My daughter booked a holiday in Thailand months ago via Agoda. All was confirmed. about two weeks before the holiday she changed the card details on the reservation. The airline then advised that their flights would be delayed. We contacted Agoda and they rep**** in writing that they had confirmed with the property that the room would be kept for her and that they would expect her to book in the day after the book in date on the booking. On arrival at the premises on the day as stated and confirmed on the Agoda e mail they were advised that their booking was cancelled, and the premises had no further rooms available. We again contacted Agoda who confirmed that due to the change in card detail the payment could not be verified in time and the booking was cancelled. The payment however was collected in full by premises for the full duration of the stay from the card that could not be verified in time the day before their arrival in Thailand. Agoda then advised that the booking was cancelled because they did not book in on the date as per the booking. Again, we supp**** them with their e mail confirmation showing that we notified them of this, and they confirmed that this would be in order and the room would be kept until their arrival. Their instruction to us was sort it out with the premises yourself. WHAT????? After a social media post they got a bit more involved. They requested bank statements showing payment was made - we supp**** this to them. Now they send an e mail as follows: "Dear ...... With reference to your booking ID *** as detailed below: Hotel: Club Bamboo Boutique Resort & Spa (SHA Certified) City/Country or Region: ****et/Thailand Arrival: January 20, 2023 Departure: January 24, 2023 We regret to inform you that we are unable to waive the fee about your cancelled booking. In accordance with the property’s policy for this booking, any cancellation will be charged [amount of the fee] and a refund of [amount of the refund] will be given. This cancellation policy is owned by the property and not Agoda. These terms and conditions are stated on the website and can also be found in your confirmation email. The property denied your request of refund as being confirmed by our partner. Our Customer Support is available around the clock, so feel free to contact us if you have any additional questions. Regards, Rene Agoda Customer Experience Group" We did not cancel this booking. This was clearly an issue with Agoda. There are not even any amounts filled in on this e mail and it states that my daughter should pay a cancelation fee for a booking that Agoda mistakenly cancelled. Based on this post you can decide whether Agoda is a reputable company that you wish to deal with. We will never again!!! This is shameful behaviour from a travel booking agent. My advise - avoid!