Agoda Customer Service Issues

Dear Sir or Madam, A couple of nights ago, my friend and I stayed at the Lucky Dragons Hotel in Las Vegas through your booking service. The confirmation email assured us that all expenses, including hotel taxes, had been settled. However, upon check-out, we were unexpectedly charged an extra $95.25 for "Resort Fees." Despite showing the desk attendant our confirmation email, which indicated that all additional charges were already paid, we were told to contact your service for assistance. We were unaware of these additional fees and would appreciate a refund of $95.25. Besides this issue, we had a pleasant stay at the hotel. Our booking number was #[redacted]34. Best regards, S. Schindler

Booking Reference: [redacted]36, for a 3-night stay at M Stay, Jeju Island from September 4th, [redacted], to September 7th, [redacted], costing AUD210.58. We chose this hotel for its rooftop infinity pool overlooking the beauty of Jeju Island. We envisioned relaxing with a poolside glass of wine watching the sunset. However, upon arrival, we found the pool area locked with green, unusable water, and all furniture stored away. The hotel claimed the pool was closed for the season, though temperatures were still high. This information was not disclosed on Agoda. Concerns also arose about safety as the emergency fire equipment on the 8th floor was only equipped for one person despite our party of two. The lack of a second harness posed huge safety risks. Additionally, smaller towels and the absence of tea/coffee-making amenities disappointed us. We requested a full refund from the hotel, but they directed us to Agoda for the refund process. We hope these issues are addressed for future guests' safety and comfort. We look forward to hearing about the refund process. Barry and Susan C.

On September 6th, I booked Fragrance Hotel Emerald in Singapore through what I believed was TripAdvisor's website. The price quoted was $[redacted], but upon payment confirmation, I was charged $[redacted]. I promptly canceled the booking and received a cancellation confirmation from Priceline. However, when I tried to rebook the same hotel through Agoda, it stated I already had a reservation. The hotel informed me that Agoda had an active reservation at $[redacted]. I'm puzzled about how Agoda received my reservation after I canceled it with Priceline. I'm seeking a confirmed reservation at Fragrance Hotel Emerald for November 6-11 at $[redacted] with an email confirmation. If Agoda mistakenly charged $[redacted], I would like a refund of $91 or a full refund if necessary. I require an email confirmation of the refund, cancellation, or the correct $[redacted] charge. I do not have a booking number from Agoda as I never received confirmation from them. Your prompt response on this matter is greatly appreciated. Thank you.

We have received the following email from the hotel we made a reservation with and would like to request a cancellation and refund promptly. Dear Mr./Mrs. Joey Sim, On 23rd July [redacted] at approximately 13:15, a fire broke out leading to the destruction of all suites, villas, the hotel's office, and the IT server room. The incident is currently being investigated, and it has been confirmed that the fire originated from the neighboring wedding venue, which is unrelated to our company. Despite the safety measures taken to safeguard all guests and employees, the following room types are closed as a result of the fire incident: - 2 Bedroom Ocean Front Presidential Villa - 2 Bedroom Garden View Presidential Villa - 1 Bedroom Honeymoon Villa - 1 Bedroom Two Storey Villa - Deluxe Suite - Junior Suite Unfortunately, we are unable to honor any future bookings for the affected room types due to the circumstances. We offer a free cancellation for bookings impacted by this force majeure event. Your reservation for the 1 Bedroom Two Storey Villa can be cancelled with a refund. Please arrange the cancellation through Agoda. Despite the situation, our Superior Rooms and essential facilities such as the Blue Terrace Restaurant, By The Sea Chapel, Olive Spa, Suluban Coffee Shop, Sunset Main Pool, and Garden Top Pool are still available for daily operations. Thank you, Eddy Marchika (Mr.) | Chief Resv. Blue Point Bay Villas & Spa Jl. Labuansait, Uluwatu, [redacted] | Bali-Indonesia Phone: +62 [redacted]88; [redacted]-31 Fax: +62 [redacted]89; [redacted] Web: www.bluepointbayvillas.com

Dear Agoda Customer Service, I've been trying to reach customer service in India multiple times at +[redacted]13, but after entering the last 4 digits of my credit card, the call gets terminated or I'm kept waiting for a long time. My booking reference number is BR [redacted]59, and I urgently need to adjust my check-out date from the hotel from September 14th to September 13th due to medical reasons. I have a flight booked to Oman tomorrow at 15:40, so I must leave the hotel by noon tomorrow. Kindly amend my booking to 3 nights instead of 4 nights to accommodate this change in schedule. My son has completed his medical treatment at NH Bangalore, and we need to return to Oman promptly for further medical consultations. Thank you for your assistance. Best regards, Awadh AlQuyudhi

Dear Agoda Customer Service, I have attempted to contact your support in India twice, but the call gets disconnected after I enter the last four digits of my credit card. Please reply to my email or reach me at +[redacted]13 in India. I have a booking scheduled to check out on September 14th, Friday. Due to medical reasons, I urgently need to change my checkout date to September 13th, Thursday. I have a flight to Oman tomorrow at 15:40, so I must vacate the hotel by noon tomorrow. Kindly adjust my reservation to three nights instead of four. Our son has completed his medical treatment at NH Bangalore, and we must return to Oman promptly for a surgery consultation. I greatly appreciate your assistance. Best Regards, Awadh AlQuyudhi

On September 9, [redacted], I, I.Yu. Sokolova, had an air ticket for departure on October 12, [redacted], bought on August 14, [redacted]. I began booking a room at Chaolao Tosang Beach Hotel in Chao Lao Resort, Thailand for October 14-17, [redacted], for 3 nights. After confirming, I noticed the voucher showed September 14-17, [redacted], which was incorrect. I kindly request Agoda's assistance to correct the month of arrival to October 14-17, [redacted]. I believe this mix-up was not my fault, as I was very cautious due to the long journey from Sakhalin Island, Russia. If the issue is not resolved, I may escalate it to my bank for a chargeback. I have attached a scan of my departure ticket for October 12, [redacted], purchased in August. Thank you for your attention. Sokolova I.Yu.

Hello, I’m requesting the cancellation of booking [redacted]79. I’m experiencing difficulties canceling it through the app during the free cancellation period. The app directs me to customer service, but after numerous attempts on different phone lines for six hours without any success in reaching a representative, I’m seeking assistance to cancel this reservation. Recently, Agoda mistakenly made this booking and sent me an email acknowledging the error in reserving the wrong room. I’ve already secured the correct room with a different booking ID and would like to ensure the cancellation within the free cancellation timeframe to avoid any unintended charges. Thank you, Dr. M.J.

Dear Concerned Party, I wanted to share our recent experience with booking a hotel for a weekend trip. We were surprised by the substantial charge on our credit card. Despite an advertised cost of LKR12,[redacted].35 for the hotel plus USD49.93 in taxes, we were billed LKR36,[redacted], which is double the expected amount. This discrepancy was quite shocking. We attempted to reach out to Agoda to address our concerns but unfortunately, after waiting on an international call for 45 minutes, we were unable to connect with them. We are hopeful that one of your customer service representatives can assist us in resolving this matter promptly. Sincerely, A. Singh

Subject: Follow-Up on Refund Request - Reservation # [redacted]70 Dear Customer Service, I am reaching out regarding a refund request made five weeks ago under reservation # [redacted]70. Unfortunately, there has been no action or refund processed for this request yet. The clients were mistakenly charged the full amount for an apartment they did not stay in, despite sharing a 2-bedroom reservation under # [redacted]10. I kindly request your assistance in looking into this matter promptly and providing an update on when the refund will be processed back to their Visa Card. Your attention to this issue is greatly appreciated. Thank you for your help. Sincerely, Douglas Brown (Agency Owner/Operator)

Hello, my booking reference number is [redacted]28. I originally made this reservation, but unfortunately, my flight was canceled due to a Category 3 typhoon I experienced in Guam. The cancellation occurred just a few hours before my scheduled departure. I understand the three-day cancellation policy, but since my flight was canceled on Tuesday, September 11th, I was unable to cancel in advance. I am seeking a refund for the canceled flight. If a refund is not possible, I would like to reschedule my travel dates and make a new reservation for September 26, [redacted], at the same location. Despite attempting to contact the main number, the system indicates it is not functioning. I hope to resolve this issue promptly. Your assistance in this matter is greatly appreciated. Thank you. Best regards, L. Cedarblade

We had reservations at Keio Plaza Hotel in Tokyo for two rooms, paid in advance with a credit card ending in [redacted]. Unfortunately, we mistakenly canceled the booking and have been trying to contact Agoda about this error. We want to maintain our reservation, not cancel it. We paid $[redacted].50 USD for both rooms, and our booking ID is [redacted]58. We request either the reservation to be reinstated or a refund of $[redacted].50. We have attempted to reach out several times but have been unsuccessful in speaking with anyone. We urge Agoda to either restore the reservation or reimburse us the money. Failing to do so may result in legal action.

Hello, my name is Kendell Laymon. I stayed at Ozark Inn in Mena, AR on September 7th and 8th. We checked in at 7pm on Friday and left by 8:30pm due to a family emergency. The owners assured us it was no problem to get a refund, but a week has passed, and we haven't received the $[redacted].62 back. I've tried reaching out but haven't been successful. You can reach me at [redacted]. I have the receipt and proof of payment. Please contact me as soon as possible.

I am devastated to share that our Manila to Hong Kong flight has been canceled due to severe weather conditions. This unexpected news has put a damper on my brother's birthday trip that we've been saving up for as we're not financially well-off. Sadly, we won't be able to make it on the scheduled date and need to rebook as instructed by the airline. The hotel expenses are significant for us, and repeating the payment would be a huge burden. I kindly request your assistance in rescheduling our reservation for a later date. I can provide the airline's notification if needed. I've heard great things about your customer service from my fellow travelers, and I sincerely hope that you can help us in this trying time. Thank you for your understanding and support. Best, Aileen

Subject: Assistance Needed for Duplicate Booking Cancellation at JOY Motel Langkawi, Malaysia To whom it may concern, I am seeking your assistance in canceling my duplicate booking at JOY Motel Langkawi, Malaysia. Regrettably, I mistakenly made two reservations for the same room. Initially, I provided my card details for one booking, but upon checking, no payment was deducted. Subsequently, I proceeded with a second booking and paid via IBG transfer. However, I discovered that the money was deducted for the first booking after 1 pm today. I kindly request Agoda to accommodate my cancellation request and process a refund for one of the bookings. Below are the necessary details for your reference: Booking ID: [redacted]21 Customer: Norajrunrina Binti Hasnan Email Address: norajrunrina Binti Hasnan Last 4 Digits: [redacted] Phone Number: [redacted]-[redacted] Check-in: 30th October [redacted] Check-out: 1st November [redacted] Thank you for your attention to this matter. Best Regards, Norajrunrina Binti Hasnan

Subject: Assistance Needed for Cancellation of Duplicate Booking at JOY Motel Langkawi, Malaysia I kindly request assistance with canceling one of my bookings for a room at JOY Motel in Langkawi, Malaysia. Regrettably, I mistakenly made two bookings. Initially, I provided my card details, but no charges were deducted. Subsequently, I made a second booking and paid via IBG transfer. However, I discovered that the money was deducted for the first booking after 1 pm. I am seeking Agoda's help in canceling one booking and issuing a refund. The booking details are as follows: Booking ID: [redacted]21 Customer: N.H. Last 4 Digits: [redacted] Phone Number: [redacted] [redacted] Email: [redacted] Check-In: 30th October [redacted] Check-Out: 1st November [redacted] Thank you for your assistance. Best Regards, N.H.

Hello, I made a booking at Cape Town Lodge Hotel for a check-in shortly after and received booking ID [redacted]99 at 12:19 am. Upon arrival, I was informed there were no available rooms. I requested the booking be canceled with no charges, approved twice by the receptionist. I was redirected to another hotel, where another charge occurred. I never used the original booking and wasn't informed about a later check-in time on the same day. I am seeking a refund for the unused room as assured no charges would apply. Your quick assistance is greatly appreciated. I have been a loyal customer but currently frustrated by paying for two hotels due to a hotel's mistake. Thank you, M. Lottering

Agoda mistakenly provided me with the wrong location for Roadway Inn. Instead of Trestles, I was directed to Oceanside at San Clemente Roadway Inn. This discrepancy was noticed when I checked in on September 10, while my actual preference was nearer to Trestles for the world longboard championship. I ended up staying at San Clemente Roadway Inn due to proximity and safety. My reservation was until September 21, [redacted], in Oceanside. I am requesting a refund for the days I did not stay so that the room can be available for someone else, to avoid being charged twice. Thank you.

Hello, I am requesting a cancellation and refund for my booking with ID: [redacted]72 at Nathaniel's Lodge in Batanes for September 15-19, [redacted]. Due to Typhoon Ompong, our Philippine Airlines flight was canceled, leading to the trip's cancellation. Nathaniel's Lodge has confirmed the refund due to the circumstances. I am eager to hear back from you. Please contact me via email at [redacted] Thank you and God bless.

I made a reservation at Symphony Palms Beach Resort for August 26th to 27th through Agoda, but I was charged twice for the booking. I asked to cancel one of the bookings, with ID [redacted]40, and requested a full refund. The resort confirmed they approved the refund. Agoda informed me via email that the refund would be issued as a gift card, which expires on November 24th. I prefer a refund to my bank account instead of a gift card. I paid with my debit card, not a credit card. I am confused as to why Agoda is offering a gift card with a three-month expiry. I want the full amount refunded to my bank account. I reached out to them at [redacted] on August 24th but haven't received a response yet. I am located in India and can be reached at +91 [redacted].