Agoda Customer Service Issues

I made a reservation at Poonja International Hotel in Mangalore from December 25 to December 28, [redacted], with booking ID [redacted]73. Despite it being a pay-on-arrival booking, my money was deducted without authorization on December 20. Upon arrival on December 25, the hotel manager informed me that they had no available rooms and had not received a booking confirmation for ID [redacted]73 from Agoda. They also mentioned that they did not have a recent partnership with Agoda for bookings. Consequently, I had to find alternative accommodation in another hotel. This situation is unacceptable and unjust on Agoda's part. I have reached out through email and social media with no response. I am seeking a refund and appreciate any assistance.

While making my booking with booking ID: [redacted]97, I encountered several failures and mistakenly inputted the guest number as 2 adults instead of the correct 6 guests (4 adults and 2 kids under 10 years old). Despite reserving the correct number of rooms (2), when we arrived at 10:00 p.m., the hotel refused entry despite our repeated requests and hour-long explanations. Additionally, the hotel staff insisted on double the payment for allowing all guests to enter, taking advantage of our situation with young children. Consequently, we had to find accommodation at another hotel close to midnight. We are seeking a refund for both booking dates and urge for appropriate action against the hotel to prevent similar incidents from occurring to others.

I recently canceled my booking with Agoda at Rain Farm Game Lodge with Booking ID [redacted]75 for a check-in on January 7, [redacted]. I received a confirmation of the cancellation and was informed that a refund will be processed directly by the property, which may take 10-15 business days. The original cancellation policy stated potential charges for cancellations or no-shows. I have experienced this issue twice with confirmed bookings and subsequent cancellations. I am now requesting a full refund if Agoda cannot honor my bookings in the future. Thank you for addressing this matter promptly.

Hello, I made a reservation at the Movie Hotel in Zagreb with booking number [redacted]35. I arrived at the Movie Hotel in Zagreb on 30.12.[redacted] at 19:00. Unfortunately, upon arrival, I discovered that the hotel has been closed for months. Despite my attempts to contact the hotel by phone, the number was unavailable. A nearby bar informed me that the hotel is closed, with several other guests having faced the same issue. The premises were dark, doors locked, and no contact information was posted. After a 10-hour journey, I had to find alternative accommodation at Hotel Plitvice Zagreb, incurring an additional cost of 50 Euros along with travel expenses. I kindly request a refund of my payment for the Movie Hotel reservation. Your prompt attention to this matter and an investigation of the Movie Hotel's status on your website would be greatly appreciated. Best regards, Goran F.

I received an email notifying me that my card payment failed. Despite trying various other cards with different holders, I continue to receive the same error message. I plan to resolve this by making the payment in person on day 1 because the website is not accepting it. I attempted to contact the phone number provided for internet assistance, but I was informed that the number is invalid. Furthermore, there has been no response to my messages via WhatsApp. My Backup MIID is [redacted]50 and the Reference ID is [redacted].

Hello! I have already emailed twice, but the issue remains unresolved. I'm referring to booking ID [redacted]16 for Matabungkay Beach Hotel for April 18-20, [redacted]. Due to a government lockdown amid rising Covid cases, we were unable to use this reservation. According to your records, this is marked as completed. The hotel has agreed to reschedule our stay for Jan 1-2, [redacted], but we require an amendment to the booking voucher. Please assist with this request. Thank you.

I made a booking at Haad Rin Beach Luxury Hostel in Koh Phangan, Thailand, from December 30, [redacted], to January 2, [redacted]. I tried to contact the property for information but couldn't reach them. Reviews are unavailable, and the rooms don't match the pictures provided. A friend who stayed there mentioned a sewer smell in the rooms and had to leave due to the poor conditions. It's concerning that the property is not responsive and fails to maintain basic hygiene standards. I've attempted multiple times to cancel my reservation in advance without success.

Hello, I am reaching out to request a refund for my hotel booking issue. I used Agoda to book a room, but upon arrival, they explained that there was a double booking and they had to cancel mine. Despite already making a payment, they said it would take 2-3 days for the refund to process. After contacting the hotel today, they advised me to reach out to customer service for further assistance. Please find the details attached for your reference. My booking ID is [redacted]17.

Hello, I made my booking on 30/12/[redacted] for 6 January [redacted] at the Shore Hotel & Residence with booking ID [redacted]09. I haven't received the email confirmation yet, as mentioned. I'm concerned whether my booking is valid or not. If not, I'll need to make another reservation to avoid any double booking. I would appreciate a prompt resolution to this matter.

Dear Agoda Support, I am reaching out about my booking ID [redacted] for a property in Bogor. When I booked, the standard price was 1,[redacted],[redacted] IDR. I booked a package expecting to enjoy music on the 31st night which included a gala dinner for 1,[redacted],[redacted] IDR. However, upon check-in, I realized I needed to pay extra to enjoy the music and gala dinner. I would like clarification on what the package includes. I value the music on the 31st night more than the dinner, so it's important for me to know. Please respond promptly as my 31st night plans are at stake. Thank you for your assistance. Best regards, Samir Sharma

I am experiencing an issue with my booking. I reserved an executive room but received a cheaper superior room instead. My intended stay was from 28/12/[redacted] to 31/12/[redacted]. I noticed the error when planning to extend my trip. Agoda overcharged me for services they did not deliver as promised. I believe I have been misled and this does not reflect well on your business in India. I have already stayed most of the booking and I am seeking a refund of the amount I paid for the unfulfilled service. I am eager to receive a prompt update on my case.

I made a reservation through your service at Hotel Athena in Siena, Italy for January 2nd to January 4th under the name Livio Rossi. Unfortunately, my daughter tested positive for Covid yesterday, and due to travel restrictions, I am unable to utilize the reservation. I have spoken with the hotel, and they are willing to postpone the reservation to the end of January, but they mentioned that the decision is up to you. Can you assist me with this request? I have reviewed your cancellation policy, but I believe in these difficult times, it is more crucial to retain a customer than to strictly enforce the policy. Thank you for your understanding. Livio Rossi from Rome, Italy.

Hice una reserva en Agoda para un hotel en Río de Janeiro. La oferta indicaba [redacted] dólares por noche, por lo que reservé 7 noches, lo que debía sumar alrededor de [redacted] dólares en total. Sin embargo, al día siguiente, vi que se había cargado 5,[redacted] dólares en mi tarjeta. Intenté encontrar una solución en la página y finalmente opté por cancelar la reserva. Ahora estoy tratando de solucionar el problema ya que me informaron que no recibiría un reembolso si cancelaba.

Hello, I recently made a booking for a stay at Princess St hotel in Manchester from the 9th to the 12th of January. Unfortunately, after finalizing the booking, I encountered a technical issue with my phone. When I logged back into the website to check my bookings, I couldn't find any record of it, and I also did not receive a confirmation email. However, I noticed that the payment has already been deducted from my account. I am unsure if the booking went through or if there was an error. Can you please advise me on whether the booking is confirmed or when I can expect a refund for the payment?

I made a reservation for two deluxe rooms at Hotel Diamond Palace in sector 45, Chandigarh, from December 31st to January 1st. Upon arrival, the hotel rudely denied us our rooms and directed us to get a refund through Agoda. We were left outside with no room for the night. We are unable to seek a refund or file a complaint against the hotel owner and staff. This has been a very disappointing experience dealing with Agoda, and I am considering taking legal action. I feel this situation goes against human rights. Any assistance in resolving this matter would be greatly appreciated.

I made reservations for 2 deluxe rooms at Hotel Diamond Palace in Sector 45, Chandigarh, from December 31st to January 1st. Upon arrival, the hotel staff rudely denied us our rooms and instructed us to seek a refund from Agoda. We were left outside at night without accommodations. We are now struggling to obtain a refund or report the hotel's owner and staff. Our experience with Agoda has been very disappointing, and I am considering taking legal action. This situation goes against human rights. We would appreciate any assistance you can provide in resolving this matter.

Hello, I am reaching out to discuss two reservations made at Hipotel Paris Gambetta: One on December 24, [redacted], with booking number: [redacted]71 from 01/03/22 to 01/08/22 The other on December 25, [redacted], with booking number: [redacted]51 from 01/03/22 to 01/10/22 I canceled the first reservation to make another booking that would extend my stay at the same hotel, Hipotel Paris Gambetta. In your email sent after canceling the first reservation, you mentioned that refunds are processed according to the hotel's cancellation policy. I have contacted the hotel owner of Paris Gambetta, and he assured me of a refund since I canceled the first reservation to extend my stay at his establishment. He asked me to request that you contact him for further details. Thus, I am following up to confirm whether you or the hotel owner will handle the refund? Thank you, and I look forward to your response. Kind regards.

Hello, Reservation [redacted]82 HOSTAL CASA TENANGO. Since our arrival on December 26th, nothing matches the reservation we made. The luxury room was not up to standard as the lamp was broken, walls were dirty, and furniture was old. After requesting a room change, the new room had issues like low water pressure in the sink, torn sheets and blankets, dirty chair cushions, and a rusty lamp. Despite daily complaints, nothing has been done. We feel the price we paid does not reflect the poor quality of service. We are requesting compensation for the inconvenience. The only positive experience was the assistance received from a lady regarding our transfer next Sunday. Hoping for a positive response. Best regards, Viviane MOISSON

My Dubai stay was terrible. The air conditioning didn't work, and we were given a noisy fan. Changing rooms took a whole day. The extra-paid breakfast was terrible, so we ate outside. The new room's keycard never worked despite multiple updates. This hotel is one of the worst I've stayed in. The service is awful, the room is dirty with cockroaches, and the bed is very uncomfortable leading to back pain. It's not worth the high price. The hotel is dirty, infested with insects and rats, bad-smelling, with improper furniture, and unclean sheets that are never changed. The room card malfunctioned, and the bell was broken, requiring constant trips to reception. I'm very disappointed with the lack of respect for health and safety protocols.

I encountered an issue trying to check into the hotel without my Emirates ID as I reside in a different city than the reservation location. Unfortunately, I forgot my Emirates ID and couldn't retrieve it. Despite having various identification documents, I couldn't proceed. I attempted to cancel the reservation online, to no success. The hotel advised canceling online and contacting Agoda. I also tried to change the guest name, facing the same issue. Despite spending five hours on this matter, there was no resolution. I wonder if Agoda will assist me and provide any feedback on the situation. It only took Agoda 20 seconds to process the payment, but they seem unaware of customer concerns or reservation updates.