UPDATE: I tried the app 1 more time to book an emergency room for people due to a Covid-19 emergency. Agoda took my money as well as the hotel. Agoda customer service takes no ownership and Agoda has effectively stolen almost $200. Stay away from Agoda. Their senior management are math and platform people. They know nothing about service and the point of human contact. Agoda, look to Schwab to benchmark service. Agoda sells they do not service. Do not apologize as it is disingenuous. Bye