Agoda Customer Service Issues

I made a reservation for Gran Via Bassols Flats through Agoda for a two-night stay from September 18th to September 20th. Unfortunately, upon arrival at 1 a.m., I was informed by the property that there was no availability despite having received a confirmation email and having been charged [redacted] Euros for the booking. It was frustrating not to have a place to stay, leading me to incur an additional 40 Euro taxi fare to return to the airport. The lack of assistance or alternative accommodations compounded the issue. I am seeking a refund for the booking amount and compensation for the unexpected expenses and inconvenience caused by the overbooking situation.

We are currently on our honeymoon staying at Am Samui Palace for two nights. Upon arrival, we encountered significant issues. Our initial room had a window facing the noisy street and the laundromat, with what appeared to be a messy environment outside. The noise made it impossible for us to even converse. After expressing our concerns, we were shown another room with the same problems. Subsequently, we were relocated to a second-floor room. Unfortunately, on the first night, we discovered there was no hot water in the shower, despite attempts to repair it. This experience has been incredibly disappointing. We are seeking assistance to switch to a different hotel for tomorrow night to escape this challenging situation. Your help is greatly appreciated. Thank you, Tzahi F.

The property unexpectedly canceled my booking after I had already confirmed and paid the full amount. My booking number is [redacted]73. The property claims the cancellation stems from a major electricity breakdown on their end. Despite this issue, the lack of professionalism in handling the situation is concerning. It seems unfair that they insist on strict cancellation policies for customers while not being held accountable when they cancel last minute, disrupting our plans. I have been instructed to initiate the cancellation from my end for a refund. However, there has been no response to my emails seeking clarification on the refund process or any resolution for the inconvenience caused. I eagerly await your prompt response regarding the refund procedure and the property's plan to address this matter. Sincerely, Capt. Varun Rawat Booking No. [redacted]73

Hello, I am reaching out to Agoda once again regarding my booking issue. In May, I made a reservation at Asturias City State Hotel in Puerto Princesa, Palawan for a family trip to celebrate my upcoming birthday on September 24, [redacted]. Despite numerous attempts, I have not received a booking confirmation from Agoda, causing me significant frustration. I recently contacted my bank to verify the payment status, only to discover that no debit has been processed. This lack of communication has caused me undue stress as our travel date approaches. As a precaution, I have made a separate booking directly with the hotel to ensure accommodations for my family. I kindly request that Agoda refrain from debiting any funds from my account for the unresolved booking. The reference number for the booking is [redacted] under the name Mr. E.G. Cabiles. Your lack of response has created unnecessary anxiety during what should be a joyful time leading up to my birthday. I sincerely hope for a swift resolution and confirmation that no charges will be made. Thank you in advance for your attention to this matter. Warm regards, Eron G. Cabile

We made reservations for 2 single rooms at the Islington Inn in London for September 13-16, [redacted] (booking no. [redacted]23). On arrival at noon, we had to leave our luggage at the Inn and explore London. When we returned at 8:00 pm to check in, the rooms we received were nothing like the photos and descriptions online. The rooms were small, dark, dirty, and had a foul odor. The staff's response was unhelpful and indifferent, leaving us feeling unwelcome and unsafe. We were so disappointed with the quality of the rooms that we had to find alternative accommodations, which ended up being costly and exhausting. We are seeking a refund for the Islington Inn booking and are concerned that the customer reviews may not be genuine. We also submitted a review that has not been published. We appreciate any assistance in resolving this matter.

Booking ID: [redacted]96 Location: Balay Kogon, Iloilo Philippines Check-In: September 16, [redacted] Email: [redacted] I have reached out multiple times via email to request a full refund due to a typhoon affecting my check-in date. The hotel agreed to refund but instructed me to contact Agoda for approval. Agoda responded that canceling the booking with a refund was not possible but offered to change the dates within 6 months. I insisted on a refund as I don't plan to rebook soon. Despite my emails, I received a misleading response stating the issue was resolved when it's not. Attempts to reach customer service by phone were unsuccessful, leading to receiving a no-show fee email. This situation is causing stress, and I urgently need a resolution. Please address this matter promptly.

On Tuesday evening, we arrived at the hotel and faced a homelessness issue outside, resulting in only getting 3-4 hours of sleep due to noise and loud activities. When we approached the hotel reception, they suggested contacting Agoda. After a lengthy call, Kristy from Agoda mentioned the hotel would monitor noise levels with regular checks. We agreed to stay another night, with a follow-up scheduled at 10am; unfortunately, we did not receive a call from Kristy. Despite our email response confirming our stay, we were surprised to find our booking canceled upon returning. After some discussion, the hotel allowed us to stay due to the pending refund process. This experience has caused significant inconvenience, especially as we had to consider relocating hotels late in the night, impacting our early morning trip. We want to register a formal complaint regarding this issue and seek compensation for the disturbances faced during our stay at Hotel Epik in San Francisco.

I was recently exploring accommodation options in Bali and received a promo code, SUPERSEP, from AGODA via email for a $[redacted] discount on my next booking. While inquiring about a hotel, my booking was completed without my consent using the promo code. AGODA sent a confirmation and charged my credit card for a stay on the wrong date in Bali, which I did not authorize. I urgently tried to contact AGODA but was disconnected by their automated system and have now sent two emails explaining the issue. I am distressed by this situation as I cannot afford a $[redacted] booking, especially for the wrong dates. I am hoping for a prompt resolution and request a phone call at [redacted] to address this matter promptly. Thank you, Meleni Poulsen.

Dear Customer Service, I recently made a booking for 2 rooms in Bangkok for a 4-night stay. Upon reviewing my credit card statement, I noticed that the payment processed by Agoda Malaysia increased by 26% compared to the online payment option I originally selected, which was supposed to be "BOOK NOW, PAY LATER" without additional charges. This discrepancy has left me feeling cheated by Agoda. Despite attempting to contact Agoda Malaysia's customer service hotline, which is advertised as available 24/7, I have been unable to reach anyone as my booking has already concluded. The automated message instructs me to send an email to file a complaint, but I have not received any response. This has only added to my sense of being deceived by Agoda Malaysia. I am hopeful that through this email, my issue will be addressed promptly. Thank you for your attention. Sincerely, Carmen

Hello, I have a reservation for Hotel Mercante di Venezia in Venice (Booking number [redacted]21) for 22nd October [redacted] for 2 rooms, with a payment of approximately €[redacted] (non-refundable booking). Unfortunately, I mistakenly booked it for the wrong night and needed it for 21st October [redacted] instead. The hotel informed me that no rooms were available for that night. Understandably, this was my mistake, and losing this money would be a significant inconvenience for us during our vacation in Italy. We now need to find another hotel for the correct night. I kindly request either a refund for our booking or an adjustment for an equivalent hotel in central Venice for the 21st. Your understanding and assistance in this matter would be greatly appreciated. Thank you, Sarbani & Rahul

Hello, I want to share my recent experience at a Homestay. We just checked out with booking ID [redacted]08. Unfortunately, I must express my dissatisfaction with our stay. The Homestay advertised a pool that turned out to be from another hotel 200m away. Also, the rooftop area shown in pictures was dirty and seemed to be for private use, not for guests. Moreover, the room, especially the bathroom, was unclean. Although we requested a cleaning, only the bed was made. During the night, the AC leaked on my face, and a gecko startled my girlfriend by walking across her face. Upon checkout, we inquired about a price reduction, but were informed it was not possible as we booked through Agoda. I am hoping for a resolution, such as a credit account or a voucher. I look forward to hearing from you soon. Warm regards from Hoi An.

I initially booked my stay for Tuesday, September 11th. Upon arrival on Wednesday at 4 am, I was assigned a non-smoking room that reeked of smoke. After contacting Agoda customer service and the hotel front desk, I was rudely instructed to deal with management the next day. I was relocated to a different room later on Wednesday, which had a broken ceiling on the verge of collapsing with visible maintenance issues throughout the property. I encountered a disturbing situation when a guest approached me asking for drugs or alcohol on my last night. Feeling unsafe and dissatisfied with the conditions, I checked out on September 15th, four days earlier than my reservation until the 16th. I am requesting a refund for two nights - one for the smoke-infested room, posing a health risk to my family, and the other for the premature departure due to the unsettling environment.

Hello, I wanted to inform you that we had made a booking with Bali Lovina Beach Cottages for the 23rd of September. Unfortunately, we meant to book for the 22nd. Luckily, the hotel manager allowed us to change the dates. To ensure the room is available on the 23rd, we canceled the initial booking through Agoda, even though there were no free cancellation options, resulting in the full price being paid to the hotel. The agreement was for the hotel to use this payment for our new booking today. However, the hotel has not received any confirmation, neither for the initial booking nor the cancellation. The booking number is "[redacted]65." Could you please provide proof to the hotel that the payment was deducted from our credit card? Best regards, A. W.

I am writing to address an issue with booking number [redacted]31 that I made through Agoda on September 18, [redacted]. I had booked a property for two nights (September 18-20, [redacted]) and due to a flight delay, I arrived at around 1 am. Upon reaching the property, there was no one present, and despite calling the number listed on the door, the person claimed to have no knowledge of my reservation with Agoda. Although she mentioned not having availability for those dates, my credit card was still charged [redacted] euros. I had to return to the airport by a 50 euro taxi ride and ended up spending the night there due to unavailability in other hotels. I am seeking a prompt refund of my payment.

Dear Sir or Madam, I am having trouble resetting my password as the link in the reset email just takes me to the Agoda homepage. Could you kindly provide me with a new password or assist me with adjusting my two bookings: [redacted]67 in Nagoya to extend from October 22nd to October 30th and [redacted]91 in Tokyo to shorten from October 30th to November 4th? Please confirm the changes via email. Best Regards, H. Nagler Goldbachstr. 12 [redacted] Nuremberg Germany

I canceled my reservation at the Terrace Hotel in Lakeland, FL on 9/18. Upon contacting the hotel, they confirmed the cancellation was processed, but the charge of $[redacted].08 was not refunded. I was informed that Agoda, the booking app, is responsible for the charge. Despite the hotel acknowledging the cancellation, Agoda proceeded to charge my bank card, which ends in [redacted], on 9/21. I seek a prompt resolution to have the funds reimbursed to my bank card. Please ensure this matter is resolved expeditiously. Thank you.

Hello, I wanted to share my experience at bro&sis Place Hotel in Koh Tao. Upon checking into our room yesterday, we found towels on the floor and by the window as a barrier against water. Additionally, there were ants in the room, which was disappointing for us as it didn't meet our expectations of an 8.3 rated hotel. We have photos as proof if necessary. Our reservation was made through Agoda, and we paid upon arrival at the hotel. When we expressed our desire to leave due to the issues, the hotel staff informed us that cancellations had to be processed through Agoda. We attempted to contact Agoda via phone without success, even enlisting the help of family members back home. Despite sending emails and messages on Facebook, we received no response, leaving us frustrated with the lack of customer service support in resolving our concerns. We are hoping for a refund for the booking made by Noam Stern, under booking ID: [redacted]41, with the email address [redacted] Unfortunately, due to our current location in Thailand, we are unable to make phone calls and urge for alternative customer service options like chat or email communication. Thank you, Paz

Last Monday, I attempted to make a booking at Batam View Resort through the Agoda App. Unfortunately, I encountered a system glitch, and it seems like I may have accidentally booked the room twice, resulting in two non-refundable charges. Upon receiving the confirmation ID [redacted]93 for SGD [redacted].22, I initially believed the second booking had not gone through. However, upon reviewing my bank statement, I discovered charges for two bookings: one for SGD [redacted].22 and another for SGD [redacted].46. I am aware that the room I booked is non-cancellable due to a special offer, but I am hoping for a refund given the circumstances. Additionally, I noticed that the room rates for the same hotel have since decreased to SGD [redacted] for a booking with free cancellation. Considering the higher price I paid for a non-cancellable booking compared to the current rates, I kindly request your assistance in processing a refund. I have been attempting to contact Agoda's customer service without success, and this situation has been causing me distress over the past few days. Your prompt attention to this matter would be greatly appreciated.

On November 22, [redacted], I accidentally made nonrefundable payment for two bookings (ID#[redacted]61 and ID#[redacted]89) at Hotel Skypark Central Myeongdong. I mistakenly cancelled booking ID#[redacted]61 and now I am wondering if it can be reversed without penalty. Also, I would like to know if I can change both bookings to 'free cancellation.' Can I speak to a human instead of contacting Agoda online for assistance? I have been unsuccessful in reaching Agoda online. Thank you for your help.

I made a payment for 2 rooms at Nana Hotel from August 31st to September 6th, but upon arrival, Nana Hotel claimed I had only booked 1 room. Thankfully, I was able to show them my booking confirmations on my phone, and they provided the rooms I had reserved. My booking ID is [redacted]83, and we stayed without further issues besides having to show my Visa card on August 31, [redacted]. However, I noticed on September 20, [redacted], that Nana Hotel charged £[redacted].33 from my bank account. Since I already paid in full for the two rooms, I kindly request assistance in resolving this matter with Nana Hotel. Please update me once you have addressed this with them. Thank you. - Peter S.