If something goes wrong - NO Client Service only Artificial Intelligence Services that is of absolutely no help

I made a booking through Agoda.com for wheelchair accessible accommodation. When we arrived at the hotel the accommodation was on the second floor and the lifts were broken.

There was no assistance from Agoda.com to get alternative accommodation. The messages that I got from them ranged from "Sorry too late to cancel" to "We will investigate and get back to you in 48 hours" to finally "We have good news we will give you a refund and you will receive your money in 30 business days". When I made my booking the money was immediately taken from my account.

I was stranded 20:00 in the evening without accommodation in a city that I did not know. And Agoda.com still held the money that I paid for my accommodation. I had to find alternative wheelchair friendly accommodation which is not the way to start any holiday.

I assume if all goes well with your accommodation all is good. BUT if anything goes wrong (even if it is not due to anything from your side) you are on your own. Will definitely NOT take this chance again! There is absolutely no Client Service only Artificial Intelligence Services that is of absolutely no help.