24/09/2011 - Booking made for 6 nights in hotel in Galle in Sri Lanka. Arriving 22nd March 2012.
16/02/2012 - Agoda email to inform us that hotel cannot honour booking. They offer us the opportunity to cancel with no penalty or accept their alternative hotel...in China!
18/02/2012 - We contact the hotel with the original reservation who inform us that they were never able to honour the booking and had informed Agoda at the time. They are able to offer us the first three days which we accept and pay the hotel directly
19/02/2012 - We inform Agoda that we will find our own alternative accommodation and wish to cancel our booking with them. We would like a full refund and compensation for the inconvenience and added expense

After repeated emails requesting our money be refunded and compensation paid we have eventually had to request a Merchant Chargeback through Mastercard to recover our money. Agoda customer service has been appalling and their practice has bordered on fraudulent. They have retained our payment for over 5 months whilst being aware that they were not able to honour our booking. Despite offering us the opportunity to cancel the booking and have our money refunded this has not been forthcoming.
I would recommend all customers who book through Agoda confirm the reservation with the hotel directly.

Had the same problem accept Agoda sent us a hotel voucher so it wasn't until we arrived in Galle, SL that we were told this booking was unconfirmed and there was no room. They had actually sold the same room 3 times and for some reason only confirmed with a couple who booked 4 months after ourselves and another chap.
The hotel was excellent and we ended up stopping in the staff quarters for our trip and they even chucked in a few drinks but Agoda are still refusing to accept any liability.
Any advice welcomed- [email protected]