Agoda Customer Service Issues

Good morning, As a long-time Agoda user, I recently made a booking at Melasti Beach Resort & Spa in Legian, Bali for next year on behalf of my family. Due to COVID-related travel restrictions, I had to cancel the initial booking and made a new one with BOOKING ID [redacted]21. However, this time the terms were different, and my card was charged immediately. I have canceled this booking too and now await a refund, as I prefer not to pay accommodation fees so far in advance with uncertainty over travel plans. I understand the refund process can take up to 4 weeks, but I would appreciate an expedited refund to avoid any additional bank fees. I am a loyal AGODA user and once the refund is processed, I plan to rebook with your platform for our trip. Thank you for your assistance. Best wishes, Jackie N.

Thank you, Annalisa. Your booking is now complete! You will receive an email within 10 minutes with your booking information and hotel voucher. Reservation number: [redacted]. Booking confirmation will be sent to [redacted] LOWEST AVAILABLE PRICE! 1 x Single Room, 1 Adult. Non-refundable. Total Price: €[redacted].43 (1 room x 7 nights). Booking Fee: FREE. In the email you received, your reservation is confirmed! Dear Annalisa Palladino, your booking reference number is [redacted]. To view, cancel, or modify it, you can use the self-service option. Booking Details: 1 room, 7 nights. Room Type: Single Room. Main Guest: Annalisa Palladino. Number of guests: 1 Adult, 0 Children. Benefits: Wi-Fi. Special Requests: Smoke. All special requests are subject to availability upon arrival. The booking is paid and confirmed. 1 room(s) x 7 night(s) EUR [redacted].30. Total charged EUR [redacted].44. Included: Taxes and surcharges EUR 18.13. Agoda Guaranteed Price. Paid with credit card xxxx-xxxx-xxxx-[redacted]. I request clarification on the difference in charges. Thank you.

Booking Number [redacted]67 Hello, I would like to change the booking to a different date. We planned to spend the weekend in Berlin and see the Blue Man Group. Due to COVID-19, the show is not available until the end of October. Could you please let me know if it's possible to reschedule? I am willing to use Agoda coins for a new booking. Best regards and thank you in advance for your response. Petra G.

My name is Amanda Alonzo. I booked a one-night stay at Travelodge Austin, Texas through Agoda's website for $80. Upon arrival, the property did not match the pictures. The front desk staff were rude and requested a $[redacted] cash deposit, not mentioned on the website. After a 2-hour wait, I checked in to a room different from what I paid for - a full-size bed, no phone, TV didn't work, and a loud air conditioner. After multiple complaints, they moved me to a second room with roaches and cleanliness issues. During checkout, they withheld $60 of my deposit due to pre-existing wall damage. Despite my frustration, they advised me to contact the booking website for help. I seek a full refund of $80 and the return of my $[redacted] deposit.

Dear Decameron, I am writing to request a full refund for my recent stay at Decameron Panama. Upon arrival at 2pm, our check-in process took an hour due to a large number of guests. When we finally got access to our room at 3:20pm, we discovered there was no power, no lights, no air conditioning, and no water available for the toilet. Additionally, we encountered issues with booking a restaurant reservation as the Decameron system did not recognize our bracelet. We paid $[redacted] USD for two nights and were extremely disappointed with the experience. After only 30 minutes in the room, I requested a refund from the manager, Natalie Mora, who agreed to the refund but asked me to follow Decameron procedure and request it through this form. I have attached the early check-out form filled at the resort on June 14th. Once again, I respectfully ask for a full refund for the room. Thank you.

I am located in Los Angeles, and my friend is currently in Utah facing some challenges. We had made a reservation for two nights at the Days Inn in Provo, Utah, which was fully paid for. Unfortunately, when she arrived at the hotel, they refused to give her the room because her license was expired, even though they could verify her identity. My friend is going through a tough time and can't afford to renew her license. Despite our attempts to reason with them, they refused to accommodate us and ended up canceling the reservation without our consent. We were unable to reach a live person to resolve the issue, as the automated system kept reminding us that the reservation was non-refundable. This is not acceptable as we did not initiate the cancellation, and we are requesting a refund for the reservation. We are frustrated with the situation, and although I regret my choice of words due to the anger, we are firm in our request for a refund.

On June 11, we reserved a stay at the Arbutus Inn in Victoria, BC via Agoda for August 3 to August 5. Despite selecting the correct dates, an error defaulted the arrival date to June 12. This mistake fell within Agoda's no-cancellation policy, leaving us unable to cancel. After speaking with both the hotel and Scotiabank, we contacted Agoda's customer service, receiving assistance after explaining the situation. A cancellation confirmation number was given ([redacted]2), but the refund has yet to be processed. As a result, we have initiated a dispute with Scotiabank on June 29. We kindly request confirmation of the reversal of charges or a credit for future travel with Agoda. Please send correspondence to [redacted] Thank you for your attention to this matter. - David and Grazyna Berry.

I am contesting Agoda confirmation number [redacted]98. We reserved the Arbutus Inn on June 11 via Agoda for August 03 to August 05, totaling $[redacted].56 on our VISA card. Despite selecting August, the website defaulted to June 12, preventing cancellation due to the 24-hour window. The hotel couldn't cancel as Agoda is the third-party agent. After contacting Scotiabank, they advised waiting for the charge to dispute. Despite unhelpful bots on Agoda's customer service, calling a live CSR at [redacted] led to an agreement to cancel and provided confirmation number [redacted]2. The promised charge reversal hasn't occurred. A call to Scotiabank on June 29 began the dispute process. Please confirm the charge reversal from June 11 or provide a credit for future bookings via [redacted] Thank you, D. and G. Berry.

I have been booked for the wrong dates, today instead of for the correct dates. Additionally, I requested a room without a non-refundable policy which seems to have been overlooked. I have been unable to reach a live operator. I am not satisfied with this situation and request a full refund promptly by cancelling the error. Some staff members have been difficult to understand and unhelpful. I do not want to hear any more negative news, but I am prepared to escalate the issue if necessary. This is not the first time I have encountered problems with incorrect details in online bookings.

I inputted arrival for 17th July and departure for 18th July, selected a non-refundable room intentionally to avoid issues. However, Agoda booked me for today for 17 nights instead. I urgently request the cancellation of this booking and a full refund. It's frustrating, and I want to speak with an English-speaking representative to resolve this promptly without being denied a refund due to their system error. I am prepared to escalate this publicly if the refund is not processed into my bank account within 24 hours. An apology would be appreciated.

Dear Agoda Support Team, I am unable to leave a review on your website regarding the hotel, so I am reaching out to your team instead. Booking number - [redacted]29 Check-in dates - June 22nd - 23rd Hotel - Resort M - MRT Huai Khwang, Bangkok, Thailand The Resort M - MRT Huai Khwang in Bangkok does not match the photos on the website or the Agoda recommended hotels list. Firstly, the staff was terrible. They couldn't answer any questions at reception, like about the complimentary water that was not provided, despite it not being a hostel or a two-star hotel. Secondly, requests to change dirty bedding were ignored. They promised to change it, supposedly called the maid, but no one showed up. I slept on dirty bedding. The website states the pool is operational, but it was under maintenance. It was impossible to approach or leave the hotel without touching cars right at the exit. I wanted to leave a review on your booking system, but the hotel was put under "Current," implying I was probably not present. During check-in, they didn't ask for my passport or make a copy. Therefore, upon checkout, I didn't receive an automatic feedback form about my stay. I kindly request you to address and investigate this hotel, which misleads its guests. Best regards, Regina A.

Hello, I am reaching out concerning booking ID # [redacted]45 for my recent stay at Belgrade City Hotel. Although they displayed your rating at the reception desk, my experience was extremely disappointing. I feel compelled to inform you about my negative encounter before taking further steps for a resolution. I selected this hotel via Agoda, completed the payment, and received confirmation of the successful transaction for the service and hotel tax. However, upon arrival, the service provided was subpar. The individual handling the reservation even threatened to evict me. Initially, I tried to reach out through emails to confirm my booking and arrange for an airport transfer, but received no response. Upon arrival, I was allocated a room different from what I had booked and paid for. The hotel staff acknowledged the discrepancy but insisted it was an extension of the hotel. The room was notably smaller, leaving me puzzled as to why I was not given the room I reserved. It appeared as though they were attempting to swindle new guests for profit. While my friend, who had made a reservation through Booking.com without prepayment, was able to secure the correct room after threatening to leave for another hotel, my situation was different as I had already made payment prior to check-in. Despite showing them my Agoda booking, they claimed ignorance and demanded an additional [redacted] RSD for two nights. I objected to this unfair practice, prompting the reservation staff to threaten expulsion and request an extra [redacted] RSD for tax, even though I had proof of the initial payment. I endured a distressing experience during my stay, feeling helpless in a foreign country. As a Canadian visitor, I intend to escalate this matter to ensure better treatment of customers in the future. I seek to discuss this incident with Agoda and urge prompt action to prevent similar mistreatment at the hotel going forward. Enclosed is the receipt evidencing the additional charges levied by Belgrade City Hotel. I look forward to your intervention in addressing this issue promptly. Thank you, Shajaz Manoly

On Wednesday, June 30th, I made two reservations for Holiday Inn Express in Walton, KY through Agoda. The confirmation numbers I was given are R[redacted] and R[redacted]. Despite providing my email, I did not receive the confirmation email. I reached out to Holiday Inn Express on 7/2 and discovered discrepancies in the reservations. One room was booked for THREE adults but should have been for TWO, while the other was booked for FOUR adults instead of ONE. There was also no price confirmation. I am displeased with these errors and urgently require correction. If I do not receive a response within 24 hours by 7/4, I will have to cancel the reservation by canceling my credit card.

I recently stayed at the Royal Orchid Resort & Convention Centre in Bangalore with my daughter and son-in-law from July 3rd to July 5th. The hotel room we were given was not up to standard - there was no large bed for couples, the cleanliness protocols for Covid-19 were lacking, and the overall experience was unpleasant due to foul smells. The staff, especially a person named Abhijit, was uncooperative as well. I had trouble seeking Agoda's help through the app. I would like a full refund as a loyal Agoda customer. I urge Agoda to physically verify hotels before recommending them, as this experience was disappointing. I have informed the hotel they should refund us, or we will consider legal action. I had a similar issue with Agoda in March at a hotel in Chennai. Please improve your services to maintain good customer relations. Kindly provide contact details for Agoda in India. Thank you. - Anantha Subramanian C K

I paid for a room this morning and was informed that I could check in between 2 and 3 AM. However, upon payment on your website, I was told I could only check in at [redacted] hours that evening. On arriving at Days Inn by Wyndham, they required a $[redacted] deposit specifically with a credit card, which I don't possess. The receptionist, Kathy, advised me to contact you for a refund and then reach out to them to have the refund credited back to my card. For any further assistance, you can reach me at my cell phone number: [redacted]. Thank you. Jenny Murphy

I made a reservation at Kempinski Hotel Muscat with booking reference [redacted]21. Shortly after booking, my flights got canceled, preventing me from traveling. I contacted the hotel immediately, but they advised me to get in touch with your customer service, which I found difficult to reach. The hotel mentioned that you could issue a notice allowing them to refund my booking. I wanted to rebook using a credit note on your website. Unfortunately, my partner unintentionally canceled the reservation, leaving me at a loss of $2,[redacted] for a trip I couldn't take in the first place. This all occurred within an hour, so I'm hoping for a resolution. Your assistance in this matter would be greatly appreciated.

Subject: Unpleasant Experience at Agoda Hello Agoda Customer Service, I recently encountered a problem with my booking at Masarykova No30 through Agoda. Despite submitting vaccination cards as requested, upon arrival, the apartment was cancelled due to a miscommunication. I was denied a room and had to find alternative accommodation at Hotel Barcelo, incurring additional expenses. I seek a refund for the initial booking and perhaps a voucher for the inconvenience caused. I have been a loyal Agoda customer with a platinum account, having made 15 bookings previously without issue. Thank you for addressing this matter promptly. Sincerely, Maria B.

Last July 2, [redacted], I made a booking at Red Doorz Hotel in Paco, Manila using the Agoda app and paid with American Express. My Booking ID is [redacted]20 and it's under the name Pat S., phone number [redacted]2. After confirming the reservation, I came across the hotel policies which included a minimum age requirement for check-in. Unfortunately, due to COVID-19 restrictions, we couldn't stay. I promptly cancelled the booking but it was non-refundable according to Agoda's policies. I seek a full refund as the hotel's policy information was not displayed clearly before booking, causing inconvenience and stress. I didn't get to check in or use the room. Kindly respond to me at your earliest convenience. Thank you.

I made a reservation with Agoda for Super 8 by Wyndham yesterday morning. Upon arrival at 9:30, there was a long line at the night window with no one at the front desk. After waiting 20-30 minutes, I was informed there were no rooms available. Despite having paid already, the staff member said, "Good luck with your refund!" I reached out to customer service and obtained my booking confirmation number, but when I called back today, no one at Super 8 or Agoda would assist me and even hung up on me. I am seeking assistance from a live person at Agoda and the front desk at Super 8 Phoenix Metro North. Thank you, Kathleen E.

I am inquiring about the cancellation of my booking at the Cozy Room Hotel. I had informed the hotel yesterday that I would be arriving one day later due to delays in receiving my Covid PCR lab test results. I did not initiate the cancellation. I am adamant about not being charged for a booking that I did not cancel. It is crucial for me to check in today. I am feeling very upset as this is my first experience using Agoda's services, and it has not started well. I hope to avoid having to caution others on social media against using Agoda. I am eagerly awaiting your prompt response. Thank you. -N. Soloway