I called the customer service number and was prompted to enter information but their system kept running a tape in a loop, no matter how many times I entered the information that I was asked to enter. Called twice and was not able to speak with anyone. Kept hearing a tape play. I will never book any hotel from agoda.com again. In contrast, I have excellent experience with hotels.com and have been booking hotels from this site for more than 2 years. Bookings.com also seem very reasonable and states their cancellation policy upfront in bold letters.
The cancellation fee is totally unjustifiable. Everything and anything purchased comes with a legal right to cancel within 24 hours without penalty. The cancellation fee is unreasonable esp. considering I made an honest mistake to have double booked two different hotels for the same night. Trying to contact a live agent was a waste of my time.
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