I booked 3 nights in a resort through Agoda app and I received an email form fraudprevention@agoda.com after few hours asking for some personal documents to finalise the orders and if I fail to do so, they would cancel the reservation. However my money has already been taken out of my account (900aed), so I thought the email was a scam and I just decided to ignore it. I called the hotel and they confirmed my booking. I called Agoda call center and they confirmed my booking. My booking was cancelled by 12pm sharp and I called Agoda customer service to asked them to switch it back as it might be a mistake from the system. The assistant said the company thought I was a robot making an automatic bookings. He said the refund has already been processed and there is absolutely nothing he can do to help me, I just have to book again. If they had a doubt why they didn’t call me? And why the money isn’t a proof as booking?? I was waiting for this getaway weekend for so long and even had to save some money so I could afford it. At the end I have to stay home because I can’t afford to book another room and this whole weekend is ruined. They are very unprofessional and don’t care about the way they make you feel!!! Looking forward to get my money back, if I receive it....!! I’m not gonna stop here.