Agoda Customer Service Issues

I made a booking this morning using the Agoda app on my phone, applying the special discount code "AUGUST18." The total price displayed was $[redacted], which was significantly lower than the $[redacted] I had seen before, making it seem like a good deal. After clicking on a special offer received via email from Agoda, I proceeded with the booking. However, to my disappointment, the receipt I received showed a charge of $[redacted] instead of the initially displayed amount. I feel misled by this discrepancy, especially since my booking is non-refundable within 30 days. The same issue happened with a second booking under reference number [redacted]25. I still want to stay at these properties, but I am dissatisfied with how this situation unfolded.

I have three bookings from October 29 to November 20 in Bangkok, Phuket, and Pattaya. I need to update the credit card on file and require live phone assistance. My contact number is [redacted]. Additionally, I am unsure about the flexibility of changing my booking dates once I am at the locations. Can I check out earlier if needed? Please provide a contact number for live support as I value customer service and need assistance. Thank you. - R.H.

Hello, I reserved a Deluxe Montebello Room yesterday for September 12-13, but the Agoda Receipt shows September 16-17 instead. I paid through PayPal. I am unable to reach Agoda using the listed numbers. Please correct the dates to September 12-13. I attempted to modify the booking on the website, but there is a costly amendment fee. It seems the system error caused this date discrepancy. Please address this promptly. Agoda Booking ID: [redacted]48 Thank you, K.

Good Afternoon, Booking Reference: [redacted] Email: [redacted] Phone Number: [redacted] I completed my booking on Lomani Island in Fiji last night, but I suspect I was overcharged. When I made the payment, I was informed that the exchange rate of $[redacted].00 FJD was $[redacted].15 AUD. However, upon checking various exchange rate websites at the same time, the rate was actually $[redacted].14 AUD. I have attached an image as proof. I am unsure why there was such a discrepancy in the prices and would appreciate if the difference in the amount paid could be credited to our room at Lomani Island for our holiday expenses.

Hello Agoda Customer Service, I have been trying to request a receipt that details the daily account summary for my active booking at the Hampton in Nevada, nearest to the airport, from September 4th to 9th. The total amount is $[redacted], divided by 5 days of my stay as per finance reimbursement policy. I usually opt for Agoda over company bookings due to my positive experiences. However, I am currently facing difficulties in getting a response from your team. Despite attempting to contact your [redacted] number, it continuously states as unavailable. I would appreciate it if someone from the Agoda team could reach out to me regarding this matter. Thank you!

Hello, I am seeking confirmation for my upcoming stay at Smiley Inn Hong Kong with reservation number #[redacted]89 from November 10th to 14th. I have noticed that SGD [redacted].14 has been debited from the card I used for booking, even though it was noted as "to pay at the property." I would appreciate clarification that the deducted amount is indeed for my reservation, in order to avoid any potential double charges upon my arrival. I kindly request a prompt response via email, as I have experienced delays when attempting to contact the hotel by phone. Thank you. Regards, Catherine K.

Dear Agoda customer service, I have attempted to contact your support teams in Macau, Thailand, and the USA for 30 minutes each without success. The prolonged waiting times are concerning for a company of your stature. I am reaching out to address my need to cancel my reservation at Namba Candeo Hotel (check-in: September 7, check-out: September 11) due to the recent cancellations of all Osaka flights following Typhoon Jebi. My booking ID is 3[redacted]6. The hotel has agreed to provide a full refund, but they have directed me to Agoda for the refund processing. Can you please confirm this and provide details on the timeline for the refund? I will initiate the cancellation on Agoda.com, but I require your confirmation on the refund process. Thank you for your prompt attention to this matter.

Good Afternoon, I recently made a payment for my booking on Lomani Island in Fiji and I am concerned that I have been overcharged. I was informed that the exchange rate was $[redacted].00 FJD to $[redacted].15 AUD, but after checking exchange rates online, I found it to be $[redacted].14 AUD at the time of payment. I have an image for proof taken 5 minutes later. I would like the excess amount to be allocated to my room expenses during my stay at Lomani Island. Thank you.

I checked out of Hotel Pennsylvania earlier than planned due to encountering a mouse/rat in the room. The hotel advised me to seek a refund through Agoda, as the booking was done through your platform. I hope to receive a refund for one night's stay since I departed on September 6 instead of September 7. The mouse issue seems to be a recurring problem at the hotel, as per some reviews I read after the incident. My booking reference number is [redacted]20. Thank you for your assistance.

Hello, we arrived in Los Angeles last night after a long journey from the UK. We had booked to stay for 6 nights at the Adventurer Hotel. However, upon arrival, we noticed that the sign displayed a different name - The Crown Airport, and that it was a backpackers hostel. There was no information indicating this prior to our booking, and we would not have chosen this place if we had known. The hotel smelled strongly of cannabis, had cockroaches in the lobby, insects crawling in the bed and on the walls, windows that didn't close properly due to plants growing through them, and a bathroom in a similar disgusting condition. We even encountered a lady asking for money. We were so uncomfortable that we ended up sleeping in our rented car. We kindly request a refund of what we paid for our stay.

My credit card was charged INR 30,[redacted].22 on 02-Sep-[redacted] for an Agoda hotel reservation in Budapest, Hungary. I don't have an Agoda account, did not access the platform before, and did not authorize any booking. I've disputed the charge with my credit card company, who are assisting me. I request the following: 1. Cancel the booking as I have no details of it. 2. Provide a full refund due to the fraudulent nature of the booking. 3. Investigate the fraudulent reservation for police action. I can be reached at [redacted]. Thank you for your assistance. -Rahul Potdar

Dear Customer Service, I am reaching out regarding my Booking ID [redacted]66 and the last four digits of my credit card number [redacted]. I followed Agoda's guidance to submit my hotel receipt for reimbursement but have not received any response yet. I would appreciate an update on the status of my request. Thank you for your assistance. Best regards, H.K. Lee ----Original Email---- Agoda Customer Service Aug 29, [redacted], 4:34 PM (8 days ago) to me Dear Howard Lee, Greetings from agoda.com! Regarding your booking ID [redacted]66 for Shelburne Hotel & Suites by Affinia in New York, we have confirmed your room upgrade to a Studio Suite 2 Double Beds for 40 USD++ per night. Please send us the receipt for the upgrade, and we will process the refund to your credit card. Feel free to reach out to us for any further assistance. Best regards, Myra Agoda Customer Experience Group

I am interested in booking a bed and breakfast in Ireland with you. I am looking to stay at Burnsdale House near Letterkenny on September 19. I have not booked with you before. When I tried to call the provided number, the recorded message was not in English. It instructed me to enter my number followed by the star key, but when I entered the star key without providing a number, it was deemed invalid. After a couple more attempts, the system mentioned connecting me with an agent, but the call got disconnected.

We made a reservation for two at The Dian Suites in Makati, Philippines using Agoda for August 25-26. Upon arrival, we discovered the hotel was overbooked. The receptionist presented us with two options: transfer to another hotel or cancel for a refund. Opting for the cancellation, we mentioned our payment method was by card. The receptionist assured us they would escalate the issue to Agoda for the refund. However, after a week, we had yet to receive the refund. Upon returning to the hotel, we were informed the manager had not contacted Agoda. Despite multiple follow-ups, the refund hasn't been processed. The hotel staff advised us to check our account for the refund. We appreciate any help as the resolution seems delayed due to the hotel’s lack of action. Thank you for your assistance. Booking Reference: Name: Marianne DC Contact: [redacted] Booking ID: [redacted]76 Date: August 25-26, [redacted]

September 3, [redacted] Agoda International PTE Limited 27th Floor, The Enterprise Center Tower II, Ayala Avenue, Makati, [redacted] Metro Manila To Whom It May Concern, I am writing to address an issue with a booking I made through Agoda for Holiday Inn Express Hotel Causeway Bay in Hong Kong from August 9 to August 12, [redacted], with Booking ID [redacted]92. Upon arrival, the hotel staff informed me that my reservation had been canceled. Despite attempting to contact Agoda HK as advised, I was unable to reach anyone for assistance. This left my family in a difficult situation, and we had to quickly find alternative accommodations. Fortunately, we were able to secure a room at Best Western Hotel in Causeway Bay for the same dates, with Booking ID [redacted]04. I was surprised to find that P27,[redacted].27 had been charged to my BPI credit card for the Holiday Inn Express booking, despite us not staying there. I did not initiate the cancellation of this reservation and therefore, I am requesting a refund for the charged amount. I would greatly appreciate your prompt assistance in resolving this matter. Thank you, Judilyn T.

Hello, I recently reviewed my upcoming reservation, which I made through Agoda. I intended to stay in Ende, Flores, Indonesia, so I chose the Happy Happy Hotel. However, the address on the confirmation email states "Ende," even though the hotel is likely located in Bajawa. This booking number [redacted]89 appears to be incorrect. I've had successful experiences booking through Agoda in the past, but this situation seems to be a mistake that I am not accountable for. As I am unable to cancel the reservation without incurring fees, I am reaching out for assistance. The misleading information on the hotel's location is concerning, as I will be in Ende, not Bajawa, tomorrow, and I do not wish to be charged for a night I cannot use. I look forward to your response. Best regards, Lennart N.

Subject: Booking Cancellation and Refund Request Dear Customer Service, I am writing regarding my upcoming stay at Relais Dante in Rome from 9/10/18 to 13/10/18 with booking reference [redacted]27. I wish to cancel my booking and request a full refund due to unforeseen issues. I recently received an email from the guest house owner informing me of a problem and redirecting me to an unspecified alternative accommodation located a significant distance away. The lack of details and questionable location have raised concerns. Despite my attempts to seek clarification, I have not received a response from the owner. I have also tried contacting Agoda via phone without success. I kindly request your prompt assistance in processing my refund and addressing this matter. Thank you for your attention to this issue. Sincerely, K A Mitchell

I am requesting a full refund for my booking at BlueFins Resort in Cebu, Philippines with Booking ID [redacted]12. My check-in was scheduled for September 4th and check-out for September 6th. Unfortunately, my flight PR409 from Kansai International Airport (KIX), Japan to Cebu was canceled due to Typhoon #21 hitting the Kansai area on September 4th. I am seeking a refund of JPY15,[redacted] to be credited back to my account. I have already provided the Cancellation Certificate issued by Philippine Airlines to Mr. Chris from Agoda customer service as requested via email. However, I have yet to receive a positive response from Agoda regarding my refund request. This unfortunate situation was caused by a natural disaster, and I believe that Agoda should offer full assistance with refunds in such cases. I appreciate your understanding and prompt attention to this matter. Sincerely, Ken T.

Dear Sir or Madam, I recently arrived at the hotel I had reserved and was dismayed to find that the address provided was incorrect, and the hotel had temporarily moved to a different location. The accommodation did not match the pictures I had based my booking on, leaving me stranded without a place to stay at 10:00 pm. After some difficulty, I managed to secure alternate lodging at a higher cost of 78€, incurring additional expenses for a taxi ride. I seek a full reimbursement for the extra expenses due to this inconvenience caused by the incorrect information provided by the hotel and the ensuing lack of accommodation. I have again been let down by Agora's customer service and am hopeful for a prompt resolution. Thank you for your attention to this matter. Best regards, F. Meyer Booking Reference: [redacted]51

I received a call from Agoda two days ago regarding my refund for a booking. During the call, the customer service representative assured me that I would be receiving a refund for two bookings. However, I have only received a refund confirmation for one booking via email. Despite my attempts to reach out to Agoda via phone and email, I have not received any response from their end. I simply want to ensure that I receive refunds for both of my bookings.