Agoda Customer Service Issues

Our flight schedule was modified due to a typhoon, so I need to adjust my check-in and check-out dates at Butterfly on Prat from September 19-22. Additionally, there are two issues I need assistance with. Firstly, the credit card used for payment was under my mother's name, not mine. What other requirements are needed as I am not the cardholder? Secondly, I mistakenly entered my middle name, writing Anna Macaspac instead of MA. ANNA KATRINA. Are there additional requirements for this correction? **Additional Information:** Booking ID: [redacted]08 Email: kayie22[at]yahoo.com Contact Number: +[redacted]23 Last four digits of the credit card: [redacted]

I was trying to reserve a room in Vancouver at the Patricia Budget Inn. However, I did not receive any confirmation via email or text. After checking my bank statement, I realized the booking was made through Agoda. Despite not seeing the booking on Agoda's website, I attempted to cancel. The hotel referred me to Tourico, who then directed me to Rocket, which turned out to be a different business. I have tried to cancel before the deadline and have emails to prove it, but I have been charged $1,[redacted].45 for a booking that I don't need. I am looking for a refund for this reservation. Thank you for your help. Best, Julia B.

I recently requested a cancellation for my hotel booking under Id- [redacted]25 due to medical reasons. Although the booking was non-refundable, a customer service representative named Ben Ho advised me to send a medical certificate by email for consideration. I promptly sent the required document four days ago as instructed, but I have not received any acknowledgment or response from them since. I have been attempting to reach the customer service hotline for the past four days, enduring lengthy hold times of 30-40 minutes only to be disconnected from the call. I am seeking assistance and a response regarding my cancellation request. Thank you.

I have been a loyal customer of Agoda for years. Recently, I was charged $[redacted].44 mistakenly for a noncancellable booking at Namba Oriental Hotel in Osaka. Although I was only browsing rates and did not confirm the booking, the charge went through on my credit card, which I did not authorize. My intention was to check rates for July [redacted], but the booking reflected October dates. After speaking with customer service, Cef assisted by canceling the booking ([redacted]90) and reaching out to the hotel for a possible refund. I am now waiting for a response from Namba Oriental Hotel. It is concerning that the booking proceeded without my explicit confirmation or credit card verification, especially considering I already have my card on file with Agoda. I kindly request a refund for this error and appreciate your attention to this matter. Thank you, Cheryl S.

Dear Agoda, I would like to address my recent booking experience in Ooty, India with reference number [redacted]05. This reservation was for an Agoda home, a type of stay I was unfamiliar with and unlikely to choose again after this incident. Upon my arrival, I was informed that there had been a change in ownership, and the manager claimed to have not received my booking. He insisted I pay double the original price to stay. Unable to afford the new rate, I asked if I could shelter there temporarily due to heavy rain. Instead, I was told to leave after a day, leaving me stranded at the bus station in the dark and rain with nowhere to stay. When I contacted your customer service, the representative offered a refund in the form of an Agoda voucher only after consulting with a manager. This monetary solution that only benefits Agoda's interests rather than solving the customer's predicament felt disappointing and selfish. It was disheartening to experience such lack of support and responsibility from a service I had previously trusted. I hope Agoda can ensure the accuracy of the accommodations listed and prioritize genuine customer care over profit-driven decisions in similar situations in the future. Sincerely, Tanas Sarosi

I spoke with one of your colleagues in the early hours of September 13th when I made a last-minute reservation for the Beaconsfield Hotel at around 23:33 for the night of September 12th. The hotel premises, which I understand includes a pub, seemed to be closed by 11 pm. Upon arrival, I discovered there was no access to the hotel. Despite my attempts to contact the hotel directly and having one of your colleagues do the same, no one responded. I was unable to locate the entrance and even asking nearby residents proved unhelpful due to the late hour and lack of people around. Given the lack of response from the hotel staff and the impossibility of accessing the premises, I decided not to check-in. I am extremely disappointed with the unprofessionalism displayed by the hotel and am requesting a prompt refund. My experience of standing outside late at night with a friend, trying unsuccessfully to get assistance, was not only frustrating but also unacceptable. I will not recommend this hotel to others, especially considering their failure to answer phone calls and falsely claiming we had checked in.

Dear Agoda Team, I would like to provide clarification regarding my booking ID [redacted]76. Upon arriving in Sapporo, I encountered a 6.7 magnitude earthquake, leading to power outages, water shortages, and disruptions in transportation to Hakodate. In light of this emergency situation on September 9th, I sought the assistance of a Japanese friend to contact Kikuya Hotel and cancel my reservation, which they accepted. However, upon reviewing my credit card statement, I discovered a charge of Rm1326.26 from Agoda. I am requesting Agoda to take into account the circumstances surrounding the earthquake that compelled me to cancel my booking. Your prompt attention to this matter and a refund of the charged amount would be greatly appreciated. Thank you for your assistance. Regards, Yoon Swee See

Dear Agoda Team, I am writing to clarify my situation regarding booking ID [redacted]76. When I arrived in Sapporo, I encountered a 6.7 earthquake that led to power outages, water shortages, and transportation issues to Hakodate. On September 9th, due to these circumstances, I had to ask a Japanese friend to help me cancel my reservation at Kikuya Hotel, which they accepted. However, upon checking my credit card statement, I noticed a charge of Rm1326.26 from Agoda. I hope Agoda can understand the impact of the earthquake and kindly refund this charge. Thank you for your attention to this matter. Regards, Yoon Swee See

Dear Agoda, I booked the Geranium Ladies guesthouse for four people through Agoda for $50 from September 7, [redacted], to September 8, [redacted]. After booking, I had a few questions regarding the room, but despite making several phone calls at different times, the Geranium Ladies guesthouse did not respond. Upon arriving in Korea, I attempted to meet with them in person at the guesthouse on September 7 at 10:30 am. However, after ringing the bell and waiting for over 30 minutes, there was no answer. Despite trying to call, knock on the door, and search for alternative phone numbers, none of my attempts were successful. My friends and I revisited the guesthouse at various times, all in vain. Ultimately, we had to book another hotel last minute due to the unavailability at Geranium Ladies, at a higher cost. As a loyal customer who always books through Agoda, I have never experienced such an issue before. I urge Agoda to investigate this matter and consider compensating us for our inconvenience. It seems like the hotel might be deceiving its customers. Thank you, Bich

I booked a one-night stay in Okinawa through your phone app, but apparently, it did not state the check-in time until 8 pm. I booked it in the evening and did not receive any email due to reception issues. My husband and I arrived after 9 pm, but there was no one to receive us, so we had to find another place to stay. I am requesting a refund as we were unable to check-in. I have attempted to contact you multiple times with no response, and I have also sent an email. I would appreciate it if you could investigate this matter.

Hello, I need to make a slight adjustment to one of my hotel bookings. I mistakenly booked for April 27-30, [redacted], when I intended to book for April 28-May 1, [redacted]. I would like to amend the dates by shifting them one day ahead without incurring a penalty. The booking is currently under my older account, and all my other bookings under my newer account are with a free cancellation policy. Could you please assist me in moving this booking to my new account? The booking ID is [redacted]23. Thank you for your assistance. Best regards.

I received the room key recently and was taken aback by the overpowering chemical smell in the room and throughout the entire floor. The mixture of chemical odors and bad smells is making it very uncomfortable for me to breathe. I am concerned about potential health hazards caused by the strong chemical scent. I requested an early check-out instead of causing a scene, hoping to address the issue peacefully. The staff mentioned I should contact you about a refund, but I haven't been able to reach anyone by phone during this time. I would like to cancel my entire reservation and receive a full refund, but I have been unsuccessful in reaching you. Alternatively, I am willing to check out early tomorrow and receive a refund for one day. I am truly uncomfortable staying here, even for a brief period, due to the difficult breathing conditions. It seems there is a serious health issue related to the intense chemical smell, and I believe the room needs proper cleaning instead of masking the odor with strong chemicals. I kindly request a prompt resolution to either leave immediately with a full refund or depart early tomorrow with a refund for one day's stay. Your swift assistance in addressing this matter would be greatly appreciated. Thank you.

Hello, I am Tan from Malaysia. I had to cancel my booking at Niseko Northern Resort Annupuri in Hokkaido on September 6th due to a severe earthquake which also caused my flight to be cancelled. Despite sending multiple emails to the resort since September 6th regarding my refund for the booking paid with card ending in [redacted], I have not received any response or refund. My booking ID is [redacted]77. I am planning to visit Hokkaido again in October and have reservations with Agoda for other hotels. I may need to cancel these bookings due to the lack of responsiveness from the hotels in light of this situation. Thank you for your attention to this matter.

I made a booking under the name of Mubin Ahmed on September 18, [redacted], at Euro Hotel Orly Rungis, Paris. My booking ID is [redacted]37. Due to an error in the date, I attempted to cancel my reservation and was mistakenly charged 10,[redacted] rupees. I am not seeking a refund but would like to modify my booking. I am unable to reach customer service via phone after my booking was canceled. I would appreciate any assistance in rectifying this issue. My experience with Agoda has been disappointing, and I hope for better customer service in the future. Thank you.

Booking ID#[redacted]96 Hi there, I experienced some family, serious, and economic issues that prompted me to seek a refund for my non-refundable booking made hastily. I regret not checking the terms beforehand. I have been a loyal customer of Agoda for many years and hope for a favorable outcome. I am deeply saddened by the situation and wish to reclaim my refund. Your assistance in this matter would be greatly appreciated.

Booking Agoda ID #[redacted] Hello, I made a booking under Agoda ID #[redacted] and unfortunately, due to family and economic issues, I realized it was a non-refundable reservation. I sincerely apologize for this oversight and I am reaching out to see if it would be possible to receive a refund. I have been a loyal Agoda customer for many years and this situation is truly regrettable for me. I have been unable to reach Agoda's customer service through email despite sending them multiple messages. I am unable to travel and had to cancel the hotel booking. I understand the terms were non-refundable, but given my circumstances, I kindly ask for your assistance in this matter. Your urgent attention to this request would be greatly appreciated.

Booking Number [redacted] I would like to make a change to my booking for an earlier check-out but I am unable to do it online. The option to alter the booking is not functioning. I would prefer to manage this myself directly, but it seems impossible. Is there a way to improve the booking management link to allow changes instead of just cancellations? I only need to adjust the check-out date to October 13th instead of the 14th. Thank you. Victoria H.

Dear Agoda Customer Support Team, I am writing to address an issue with my recent hotel booking through the Agoda app. The booking number is [redacted]89. I am disappointed with my experience as I initially paid SGD [redacted].86 with my husband's credit card, but upon receiving the confirmation email, I noticed a charge of $[redacted].83, which was unexpected. The confusion arose from the display of currency in the app, as it showed US $ instead of SGD $. This discrepancy was not clear during the booking process and led to the incorrect charge. Due to technical difficulties, I was unable to contact customer support immediately. I am reaching out via email to request the cancellation of this booking without any charges to the credit card. If this cannot be resolved promptly, I may need to involve the bank to dispute the transaction. I hope for a swift resolution from your team. Sincerely, A.

I am disappointed with the customer service at the Double Six Hotel during our recent 5-night stay. We paid £1,[redacted] for the David Owen Room [redacted] Ocean Suite View reservation. Several issues occurred during our visit. Firstly, we were unexpectedly asked to pay a deposit of 2 million RP upon arrival, which was not clarified during the booking process. Meanwhile, a safety hazard arose when the balcony decking gave way under my partner's foot, only addressed noisily by an engineer drilling in our room. Additionally, we reported a foul smell of sewage, that did not get investigated properly, leading to a temporary fix. Furthermore, billing discrepancies occurred, with charges for unconsumed mini-bar items. The handling of the refund at checkout by a lady named Fosiska was unsatisfactory and dismissive. Lastly, a planned birthday surprise was poorly communicated and executed. I urge the hotel's management to address these matters promptly. Regards, Tileah Louise Nicholas

I accidentally booked the Cresco Hotel in Buriram, Thailand, instead of the x2 Vibe Hotel for December 29th to January 2nd. I contacted your customer service, but the booking was cancelled. I am confused about the refund process. Your email stated the booking was non-refundable, yet mentioned a full refund to my card. Please clarify if I will receive a refund. If not, I will still keep the reservation for Buriram. Please contact me at [redacted] or [redacted]1 to discuss. Thank you, William.