I have been using Agoda since 2007 and for the past 8 years I can say I always have a smooth booking. There's no 100% perfect service but Agoda's customer relations/services promptly respond to my queries and so far all of the hotels I have booked through Agoda met my satisfaction. Since Agoda always ask our experience staying at the hotel we booked, it's an opportunity as well for them to hear from us what they need to improve and or makes the guests happy during their stay. I believe through this, Agoda and their hotel partners are able to help each other for us (as guests who books accommodation) will have wider options.
One big bonus here is that, when we book, we accumulate points and we have enjoyed redeeming rewards points. I have saved a lot using that reward points for overseas stay. Last but not the least, one BIG PLUS here is that we can now have the option to book now and pay later. Agoda works and communicates with customers professionally, I never had difficulties using the friendly website as well. Keep up the good work and more power Agoda! Thanks so much.