POOR SERVICE

Our accommodation was cancelled for us by Agoda just over a week before we were meant to depart for our family holiday , citing that the accommodation venue and Agoda no longer were partners. They offered us a refund and gift card for 1 night. However, I have experienced inefficiency, poor communication and complacency in terms of acting on what was promised in the emails sent to me. It has been a very frustrating process. I am unable to contact the call centre in South Africa, as I am just placed on hold continuously. A very disappointing experience, for what should be an exciting family holiday. We are 1 day away from leaving for holiday, have not had our full refund yet nor had the voucher issued to us. It feels insulting when I receive 2 Customer Survey emails from Agoda stating that their records show that my issue has been resolved and please rate their service. POOR! I also received an email stating that they have acknowledged our request to cancel the accommodation and due to cancellation policy we do not get any refund at all. This had better not be the case, as we did not cancel the booking, Agoda did. Very disappointing service.