Agoda Customer Service Issues

Booking ID: [redacted]48 I am disputing a 'no show' claim by Sai Gon River Hotel. During my stay, I was present at the hotel under Booking ID [redacted]24 and paid at the front desk, receiving a handwritten receipt. Upon check-out, I proceeded to Anh Ngoc Apartment Hotel under Booking ID [redacted]72. I can provide a receipt for payment of 1,[redacted],122vnd. Please contact me at [redacted] or via SMS at +[redacted]50 for this receipt. I request the reversal or reimbursement of charges made to my debit card. I have concerns about Agoda's cash payment process and taxation issues in Vietnam. It's a challenge to reach Agoda for assistance. As a long-time loyal customer recommending your services, I expect better service. Additionally, Sai Gon River Hotel's operations suggest they may have mishandled my booking due to language barriers and possible misinterpretation of feedback.

I had a frustrating experience at a hotel recently. I made and paid for a room reservation but upon checkout, was told I had booked another room through booking.com, which I was unaware of. After contacting booking.com, they redirected me to agoda.com, where they claimed the booking originated, yet I had no recollection of it. The booking confirmation had unfamiliar contact details, leaving me with a £[redacted].00 charge for a booking I did not make. Unfortunately, the booking number provided by the email was not recognized by Agoda, hindering my ability to address the issue directly with them. Despite acknowledging the unusual circumstances, booking.com's customer service was unable to assist me.

Hello, I made a reservation at Hellidon Lakes and Spa through your platform with Booking ID [redacted]70. Upon arriving late due to work and a long drive, I was expecting a comfortable stay for my two-day course near the hotel. Regrettably, the room I was assigned turned out to be the worst I have ever experienced. Despite regularly staying in hotels monthly, this was the smallest and poorest quality room I've encountered. To exacerbate matters, the blind on the Velux window wouldn't close, causing me to wake up early both mornings due to the sunlight streaming in. Contrary to my experience, everyone else attending the course had excellent accommodations at different hotels for the same rate. Two other participants who stayed at the same hotel were shocked at the condition of my room. When I raised my concerns with Kevin at the front desk, he acknowledged the issue and mentioned that Room [redacted] is rarely assigned to guests as it is considered a substandard "box room." He admitted that I was placed there due to full occupancy, which was disheartening. Despite the disappointing room, I must commend the hotel's facilities and food quality, which were exceptional. However, the accommodation disparity significantly dampened my overall experience. I am dissatisfied with the situation and am contemplating sharing my room photos on social media. I am keen to understand how this issue will be addressed. Thank you, Terry.

I have a booking with reference number [redacted]49. The hotel is unable to extend our stay as we originally booked through Agoda. I am frustrated with the lack of phone support via the app, which only allows for creating a whole new booking instead of modifying the existing one. It has been time-consuming navigating your website to get these simple details. I would like to add an extra day at the beginning of my stay, changing the check-in date to December 20, [redacted], while keeping the original end date of December 27, [redacted], at the same rate. I am looking for immediate contact to amend my reservation and receive written confirmation accordingly. Haydee Magee Australia Mobile: [redacted] [redacted] [redacted]

Dear Team, I am writing to address an issue with our reservation made through Agoda for Lemon Tree Hotel in Gachibowli, Hyderabad. We reserved one room for four nights from August 16th to August 20th, [redacted], with Booking ID - [redacted]85. The payment was scheduled to be deducted from our account one day before check-in, but it was charged on August 13th, [redacted]. During a trade show at Hitex Exhibition Center in Hitech City, near Lemon Tree Premier and not Gachibowli, we discovered the distance between the two locations. We asked to transfer our reservation to Lemon Tree Premier, closer to the center. Lemon Tree Gachibowli kindly agreed to move our booking without any extra charge. Due to this confusion, we are requesting a refund of Rs. 20,[redacted] as we have already paid for Lemon Tree Premier at Hitech City directly.

My sister and I planned a trip to Corfu and reserved a lovely apartment for a 5-night stay. Unfortunately, upon arrival late in the evening, we discovered our booking had been given away, leaving us stranded. After multiple calls to Agoda, we were left scrambling to find accommodation. The lack of assistance and guidance from the call handlers left us feeling abandoned and vulnerable. We were disappointed by the lack of follow-up from Agoda and the overall handling of the situation. We are seeking an apology from Agoda for the distress caused and hope for better customer service in the future. We are also requesting reimbursement for the expensive phone calls made trying to secure a place to stay. It is crucial that Agoda improves their customer service and ensures that other travelers do not encounter such a distressing situation in the future.

Subject: Cancellation Request for Booking Number [redacted] Dear Sir or Madam, I have booked an overnight stay at City Hotel Am Kurfürstendamm for October 22nd to 23rd, [redacted] (Booking Number [redacted]) and have already paid for it. The room was advertised on your website as highly discounted and rated "Very Good" by customers. Therefore, I did not check any further guest reviews before booking. However, I have since read reviews that raise clear warnings, mainly concerning cleanliness, the condition of furniture and sanitary facilities, and noise disturbances. I do not wish to subject myself to this experience, especially since I have now found alternative accommodation in a private room that is not only more affordable but also quiet and clean. I kindly request that you accept my cancellation on a gracious basis and refund the amount of 42.50 euros that I have already paid. Thank you for your understanding. Sincerely, Gina Weinkauff

Dear Sir/Madam, I am writing regarding my recent booking at Kempinski with Booking ID #[redacted]99 for check-in on September 14, [redacted]. The room booked on your website was a Superior Room advertised as having a Sea View. However, Kempinski has stated that the room booked based on your instructions only has a garden view. I have screenshots showing the Sea View room advertised and booked from your website and can provide them upon request. The hotel mentioned that we need to pay an additional fee for a Sea View room. I believe Agoda has misrepresented the room at Kempinski, and I suggest that you cover the extra cost we may face. Being a regular customer, I trust that you will address this issue in accordance with your commitment to excellent customer service. I look forward to your prompt response. Sincerely, N.E.

I made an online reservation on June 20th. When I arrived at the hotel, the staff member informed me that my reservation did not show up, even though I had made it 20-30 minutes prior. They claimed I was late for check-in at 4 pm even though I reserved the room around 6 pm. I went to the hotel next door, but they were also fully booked. While I was there, police cars arrived due to overbooking issues causing altercations. The staff at both hotels were rude and unhelpful; they quickly dismissed me without proper assistance. I had to drive to a different county to find another hotel room. Now, Agoda.com is trying to charge me $[redacted] for a stay I never got to enjoy, with no customer service provided. It was a frustrating experience that ended with me having to locate accommodation in a different area.

Booking ID#: [redacted]49 Booking for two rooms at Hotel Boss in Singapore from August 16 to August 20. Upon our arrival at Hotel Boss on August 16 after 2pm, we presented our confirmation, however, the hotel had not received any confirmation from Agoda. Attempting to contact Agoda from the reception, we waited on hold for over 30 minutes. Simultaneously, we inquired with the assistant manager about room availability for our reservation. The Hotel was fully booked but had a few spare rooms for such instances. Since our reservation did not register and with no update on wait times from Agoda after 30 minutes, we opted to directly book the rooms with Hotel Boss to secure lodging swiftly. The assistant manager notified the booking department at Hotel Boss mentioning the Agoda booking ID and Lead Guest Name, urging them to inform Agoda about the situation if the booking surfaced. We paid $1,[redacted] SGD to Hotel Boss for the two rooms, around $1,[redacted].88 USD. Upon reviewing our credit card charges post-trip, Agoda also charged $[redacted].06 USD. Due to Agoda's failure to secure the rooms timely and provide assistance on the call, we anticipate compensation for the total amount paid directly to the hotel, $1,[redacted].88 USD. We can furnish hotel receipts and will involve our credit card company for reimbursement if necessary, though we expect reimbursement of the variance between the initial Agoda booking cost and the amount paid to Hotel Boss for accommodation.

Booking ID*: AGODA Booking [redacted]49 I made a reservation for two rooms at Hotel Boss in Singapore from August 16 to August 20. Upon arrival on August 16, despite having our confirmation, the hotel did not have our booking information from Agoda. We tried to contact Agoda from the reception but were left waiting for an extended period on the phone. While waiting, we inquired with the Assistant Manager about room availability and were told they were full but had a few spare rooms for situations like ours. Since our reservation did not go through and the hotel was fully booked, we decided to secure lodging by booking directly with Hotel Boss. We paid $1,[redacted] SGD for the rooms at the hotel. However, upon reviewing our credit card charges, we noticed Agoda also charged us $[redacted].06 USD. We believe we should be reimbursed the full amount paid directly to the hotel as Agoda failed to provide the rooms and offer timely assistance. We can provide hotel receipts if needed and hope for a swift resolution from Agoda.

I have a question regarding my hotel booking through the Agoda app. Despite receiving an email saying that my bank did not approve the payment for the first booking, I made a second booking for the same hotel. I never received a confirmation email for the second booking. However, I was charged for the hotel on Tuesday even though I did not stay there due to not receiving any email confirmation from Agoda for the second booking. How can I go about getting a refund for this issue? Hotel: Tune Hotel Georgetown Penang 1st Booking ID: [redacted] (Received email but payment rejected) 2nd Booking ID: [redacted] (Website booking successful but no email received) Email: [redacted] Contact Number: [redacted]

We reserved a night at Sultan Gardens in Sharm El Sheikh for two adults and two children aged 12 and 9 through Agoda with an advance payment in August. Upon arrival, we were asked for an additional fee equal to half of the full price paid for the 12-year-old child (considered an adult by the hotel). When booking on the Agoda website, it clearly stated "children up to 12 years old included," which is why we made the reservation. Since it was a prepaid booking, we couldn't leave without settling the extra charge. We have been trying to reach Agoda but have had no luck. Online inquiries have been fruitless, and phone calls lead to voicemails. Could you please provide an alternative email address (apart from [redacted]) where I can receive a response? Thank you.

I canceled my booking on 16/08/[redacted] with Booking ID [redacted]67. Instead of a refund, I was told I would receive a gift card. I got a Gift Card ID [redacted]34, but it hasn't been credited to my Agoda account yet. I want to make another booking today, so please address this matter promptly. I emailed this morning, got an acknowledgment, but no response to my query. I've been trying to reach an agent for the past 8 hours without success. The phone number goes to voicemail and directs me back to the website, which doesn't help me with my issue. Please respond urgently.

Dear Agoda, I recently made a reservation at Lai Thai Guesthouse in Chiang Mai, intending to switch things up from my usual stay at Galare Guesthouse. Unfortunately, upon arrival, I encountered several issues with my room: the air conditioner wasn't working, the bathroom sink was clogged with rusty water, and the Wi-Fi signal was weak. Despite my attempt to tough it out for a night, the conditions were unbearable, especially in the heat. I understand the reservation policy, but due to the circumstances, I left after only a short time and would appreciate a refund for the two unused nights. I am willing to cover the cost of one night as a gesture of goodwill. Sincerely, Danielle L.

Hello, I am following up regarding a booking I made on 31/08/18, for a stay at Frangrace Hotel in Singapore from 2/09/18 to 3/09/18. The booking ID is [redacted]21, and I used a card ending in [redacted] for payment. However, I seem to have forgotten which email address I used to make this reservation. I have not received an e-receipt or hotel voucher and have been unable to reach Agoda customer service despite multiple attempts. I even contacted the hotel, and they mentioned I need to provide the necessary documentation upon check-in. Could you please assist me by sending the receipt or e-voucher to the correct email address so I can proceed with my check-in? The card has already been charged for this booking. I appreciate your prompt attention to this matter and look forward to your response. Thank you, Belinda Y.

We made a booking at Kalipayan Resort for a Triple Room to celebrate my brother's birthday. Due to a sudden event, we tried to reschedule but did not get a response. We decided to cancel via email as instructed. Despite being told there would be no charges by Agoda customer service, my credit card was charged. The hotel assured us that they would not charge us if the cancellation was processed by Agoda. However, I received a notification from my bank about the charge. Can Agoda clarify this situation and explain why there was a discrepancy between what was communicated and what actually happened?

Hello, I am David Savory with booking number [redacted]87 at Pink Coco Gili Trawangan Hotel. Following the closure of the hotel due to the Lombok earthquake, I was informed via email on 08/08/[redacted] that a full refund would be issued. Despite assurances from customer service that the refund would be processed and reach me within 10 working days, there has been no communication or refund a month later. I specifically requested to be CC'd on emails to the hotel for reference, but this was not done as promised. The lack of follow-up and poor service from your company has been disappointing. Attempts to contact customer service via phone have been unsuccessful as I am prompted to email on the website, which further complicates the situation. I kindly urge you to provide prompt confirmation of the refund status. Best regards, D. Savory

I made a reservation at Quest Woolloongabba in Brisbane today for a 1-bedroom apartment with a 17% discount, totaling $[redacted].96 Aus. The booking confirmation displayed a studio apartment instead, priced at $[redacted] Aus. I contacted the hotel, and they confirmed my reservation was for a studio apartment. I am puzzled about the discrepancy in the room type and the price I paid. I kindly request this issue to be rectified promptly. I have captured screenshots showing the advertised deal and my booking details for reference. Additionally, I have yet to receive the confirmation email, despite completing the booking over an hour ago.

I recently made a reservation with Code Apartments in Bowen Hills, Brisbane. However, there was a glitch with the dates during the booking process, which resulted in the reservation going through incorrectly. Despite my attempts to reschedule, the hotel was fully booked. I contacted them, and they have graciously offered a full refund and confirmed they will not keep any payment for the error. The refund amount is $[redacted].80 AUD. I have since canceled the reservation and rebooked. The hotel is willing to work with you to resolve this issue, and they have assured me that they will not retain any of the refunded amount. Please advise on the next steps to rectify this situation. Thank you for your assistance. - MB