Carl K.

I hate to spend any more time on this, but I feel like I owe it to other travelers to know what they're dealing with.

We booked a resort in Thailand over the holidays earlier than usual through AGODA knowing it is peak travel season (and in fact it wound being the last room available)... and almost immediately received a notice that AGODA had charged our credit card almost $4,000 twice.

After we called attention to the second charge, weeks went by with no response from AGODA despite repeated calls and emails so we contacted American Express who suggested we simply dispute the second charge.

Almost instantaneously, we received a notice saying that our attempt to dispute this charge will result in cancellation of our reservation so we leapt into action contacting AGODA and the resort to say it was not our intention to cancel - only that we had been charged twice per American Express and were disputing the second charge.

What followed included...

Repeated denials by AGODA that the card was charged twice

Refusal by AGODA to contact American Express as instructed by Amex to confirm the second charge

Unhelpful and flat-out accusatory "customer service"... when you can actually speak to a live person that is

Over $250 in international calls due to 30 minute wait times calling Agoda's UK customer service # that no one ever picks up as well as calls to the resort and Amex

The cancellation of our reservation by AGODA despite over a dozen attempts to avoid this in writing and over the phone

To add insult to injury, after AGODA acknowledged the error was theirs and that our cars had been charged twice AGODA's "solution" was a $150 discount next time we use their terrible service which will never happen again.

Unbelievable. Unacceptable. And here we are almost three months after our card was charged twice and still no refund.

We travel more than anyone else have never experienced anything even close to this.