Agoda Customer Service Issues

I made a hotel reservation through Agoda for a trip to Goa. I received a booking confirmation from Agoda three days ago. To double-check, I called the hotel using the number on the receipt. I was surprised to hear that there was no booking in my name as the hotel claimed they had no partnership with Agoda for bookings. The owner mentioned that other customers had faced the same issue in the past and had to find alternative accommodations upon arrival since there was no affiliation with Agoda. This is a concerning situation as customers rely on booking sites for accurate reservations. Unfortunately, there is no customer service number for Agoda in India to address such issues. This experience has been a waste of my time and effort, raising doubts about the reliability of Agoda.

I recently made a reservation at Mena Red Sea Palace Hotel using booking confirmation number [redacted]61 and Member ID [redacted]56. My name is Umesh Majgaonkar, and you can reach me at 91-[redacted]. The stay was planned from December 19th to December 24th, [redacted], with a charge of [redacted].90 USD on my card ending in [redacted]. Upon arrival, the hotel staff denied me a room as the hotel was reserved for quarantine purposes only, causing a last-minute predicament. Despite my complaint, the charge remains on my card statement unreversed. I am disputing this charge and requesting a prompt refund. Your immediate attention to this matter would be greatly appreciated. Thank you.Umehs M.

Subject: Requesting Refund for Booking ID # [redacted]51 Hello, I am reaching out regarding my recent experience at your establishment. Upon my arrival, I encountered a series of unsettling interactions with a staff member who made me feel unwelcome and disrespected. Despite showing confirmation of my booking, I was met with skepticism and discourtesy, ultimately leading to my decision to seek accommodation elsewhere. I believe that hospitality encompasses more than just providing lodging; it includes creating a welcoming and inclusive environment for all guests. Unfortunately, this was not my experience, and as a result, I had to make alternative arrangements at another lodge, disrupting my plans and causing inconvenience. I kindly request a refund for my reservation, as I firmly believe that the treatment I received did not align with the standards expected in the service industry. I hope to resolve this matter promptly and appreciate your attention to this issue. Thank you for your understanding and assistance in this matter. Sincerely, A dissatisfied guest

Dear Support Team, I am following up on my request to change the date for reservation number [redacted]01. Unfortunately, I had to request a change due to a natural disaster and unforeseen circumstances. I have already confirmed with the property that my situation is valid. I submitted the date change request through the Agoda app after verifying availability with the property. The app indicated that I would receive an email regarding my request within 48 hours, but as of 4:00 pm today, I have not received any communication from Agoda. Additionally, the booking date in the app has not been updated to the new date despite my efforts to seek help through the virtual assistant chat box. I am eagerly awaiting an update on the status of my date change request and would appreciate a prompt response. Please feel free to reach out to me if you need any further information. I have also included the property in this email for their reference. Thank you.

Last month, I made a reservation for a 3-bedroom apartment at The Loft Residence, KK Times Square Phase 2 in Kota Kinabalu, Malaysia, for 10 people. Upon arrival, I couldn't reach the property contact. Even the person on WhatsApp said they were not responsible for the apartment. Despite multiple attempts, Agoda assured me of a refund in a few days, but nothing has come through. Agoda informed me they sent an email to the property for a quick response, but there has been no follow-up. I'm disappointed by the lack of communication from Agoda and the property. Email me for more information. I'm still waiting for a resolution. Thank you.

Hello, I am filing a complaint regarding the ISLA Majorca hotel. Reservation [redacted]. I was charged an additional [redacted] € due to a booking error on the AGODA website: Here is the hotel's response: Good afternoon Mr. M, As we discussed during check-in, we want to confirm that the hotel received a booking for 2 people instead of 4 for a total of [redacted].98€, to be paid upon arrival. Since the room category booked cannot accommodate 4 people, we had to impose a supplement as follows: - 35€ extra per night to upgrade to a Junior Suite without a balcony to accommodate 4 people; - 2 x Extra beds at 36.25€/night/bed. The additional charge upon arrival amounted to [redacted].50€. Best regards, and if you need any further assistance, please do not hesitate to contact us.

During my recent stay at Extended Stay America in Indianapolis on Shadeland Avenue from December 30th to January 1st, my experience was marred by a severe cockroach infestation. I promptly checked out the next morning and was promised a refund by the staff member, Brian. After contacting Agoda and speaking with a representative who followed up with the hotel, I was assured a full refund. Unfortunately, I only received a partial refund of $92.65 out of the $[redacted].53 I paid. I am expecting a complete refund as previously agreed upon. It has been challenging to communicate with the staff over the phone, experiencing poor connections and digital issues. I hope this matter can be resolved promptly without further inconvenience on my end. Thank you. -Sandra R.

I booked a room for two adults and a child at a Not-cheap Hotel for $[redacted] for two days. The pictures showed a sauna and a children's play area. I called the hotel in advance to inquire if there would be enough space for me and my child to sleep on one bed, they assured me it would be okay. In the end, all the rooms in the hotel are designed for a maximum of two adults. A room with one large bed costs [redacted] rubles, while the exact same room with two single beds costs [redacted] rubles. I had to buy another room for my mom for three nights, which cost an additional [redacted] rubles. Regarding the sauna: it is located in a separate building, and all time slots are reserved, with no mention of this in the booking process. They charge an extra [redacted] rubles per hour for sauna use. So in the end, instead of enjoying time together and using the sauna for [redacted] rubles, I ended up spending [redacted] rubles, staying in separate rooms, and only using the sauna for 2 hours. This is not a hotel, it's a brothel. This type of establishment should be clearly stated. Unfortunately, I cannot cancel the reservation as the payment is non-refundable.

Subject: Formal Complaint Regarding Reservation [redacted] I am writing to express my frustration with my recent reservation experience. My reservation number is [redacted]96 at Tokyo Kokiri Shinjuku for a Single Room in Tokyo, Japan, with a check-in date of January 3, [redacted], and a check-out date of January 4, [redacted]. There were several issues that I encountered during this reservation: 1. The property address provided in the application did not match the actual address, causing confusion. 2. Lack of information regarding the check-in policy in the application prior to reservation. 3. Upon arrival, there was no staff present at the hotel, leading to a two-hour wait outside. Due to these inconveniences, I kindly request a refund as I did not stay at the property and believe it is unfair to be charged. Please investigate the accuracy of the property information in the application as this was not an error on my part. Sincerely,

Dear Sir or Madam, I arrived at a hotel in Bangkok today with a confirmed and pre-paid booking. Upon arrival, I discovered that instead of the suite I reserved, I was given a different room that was described as an "upgrade" due to its size. The main issue arose when I found stains on the comforter cover that appeared unwashed and bugs/insects in the bed, which is unacceptable. Additionally, the cleanliness of the toilet was subpar. Due to these conditions, we decided to relocate to another hotel immediately. I seek a refund for my booking at the "Tori Prestige Hotel," rather than payment for the stay. I am willing to provide photos as evidence of my concerns. My booking number is [redacted]85. Best regards, Sophia

Dear Agoda team, I recently stayed at the Royal President Hotel in Bangkok under the "Alternative Quarantine" program with my partner for the required waiting period before our second PCR test. Despite opting for a more expensive hotel for our prolonged stay, we were disappointed to find that the reality did not match the online photos. The hotel lacks menu options, serving us meat meals without considering our vegetarian preferences. The outdated facilities, minimal services, non-functional pool and gym, and poor communication have made our stay challenging. The unreliable internet connection is crucial for our work, and the limited TV channels and outdated DVD player are unsatisfactory. Although typically positive, I feel compelled to raise concerns about our experience. We are unable to relocate due to restrictions but hope our feedback prompts the hotel to address these issues and reconsider their pricing. I have documentation to support my feedback and would appreciate guidance on filing a formal complaint. Thank you for your assistance, Best regards, C.

Booking reference number: [redacted]19. Excerpt from your confirmation email: Your booking is confirmed and paid for. 1 Room x 1 night/nights EUR 44.82 Total amount EUR 44.82 Included: Taxes and fees EUR 2.93 Agoda Price Guarantee Paid with credit card xxxx-xxxx-xxxx-[redacted] Hello, I have encountered numerous issues with your service. I did not receive a response regarding my breakfast inquiry, nor did I get a reply about my request for a room with 2 beds. The hotel staff informed me that the payment was not made, despite me having written confirmation of a Visa payment! I had to make a cash payment again! Now, Visa has notified me of the following charges on January 7th: 7.1. Agoda.com entree hot. Internet 44.82 (Hotel costs) And also 7.1. Annual fee EUR 90 debited via Visa (What is this for?) This does not seem like a mistake, but rather fraudulent activity! If the money is not refunded to me immediately, I will file a formal complaint against you! It is shocking how you treat customers! P.S. The hotel was incredibly substandard! Even at a lower price, basic standards should be met. Numerous defects! Mold in the bathroom. Lights without bulbs or not working. Elevator out of service... Last 4 digits of the payment card: VISA: [redacted] U. Beushausen, Ahornweg 18, D-[redacted] Cadenberge Email: [redacted] Phone: 0[redacted][redacted]

Upon my arrival at the Warwick San Francisco, I was informed by the concierge that they had no record of my reservation. Even after providing my booking ID and explaining that the reservation was made through Agoda, I was told that no rooms were available for the night. This forced me to book a more expensive room at a nearby hotel due to the limited availability on such short notice. Agoda has charged me for a service that I did not receive, causing significant changes to my travel plans and budget for San Francisco. I have initiated a dispute with my credit card company regarding this charge, as Agoda considers the trip "completed." I am looking for a prompt and full refund from Agoda for this inconvenience.

I made a reservation at Sutera Sanctuary Lodges in Poring Hot Springs through Agoda, which clearly indicated no payment was necessary. However, on 9/1/22, I received an SMS informing me that Agoda charged RM4 to my debit card. This has left me confused as the booking was supposed to be payment-free. I tried communicating through the app's chat function with 'Chat with Joy', but it was not helpful in resolving the issue. I am eager to speak with a live Agoda representative to clarify the reason behind this unexpected charge.

Hi, I need to address an issue with my booking number [redacted]59. I was charged more than the amount initially agreed upon. I kindly request a refund of the extra 12€ that were charged at check out. I hope to receive a prompt response before leaving a review about the place, especially regarding your service. Thank you.

Hello, I have reserved a room at Lawrence View Hotel in Lahore and received confirmation from AGODA. However, when I contacted the hotel management and referred them to the AGODA website, they denied having any booking under my name, Jan Mateen. They informed me that there is no room booked for me. I kindly request clarification and a resolution to this issue. Thank you, Jan Mateen: Booking ID: [redacted]07

On my credit card, there is a transaction listed for Hotel City Inn Basel on 3rd January and charged on 4th January [redacted]. I booked the room on 4th January for the night of 5th to 6th January [redacted]. Two hours after booking, Theater Basel notified us that due to Covid, the performance on 5th January was canceled. I immediately informed the hotel, and due to Covid, they kindly waived the charge. How should I interpret this transaction on my credit card? Does this mean that you are demanding the amount, disregarding the Covid situation, even though Hotel City Inn did not charge me? I request clarification and a refund of the amount to my credit card. Kind regards, Kurt W.

Dear David E Rodolph, We regret to inform you that the booking you tried to make recently was unsuccessful, and consequently, you didn't receive a confirmation. Please be assured that no booking has been finalized. Any charges will be refunded, and any pending amount on your card will be voided without any fees. If we need more details, we will contact you via a separate email. Kindly note that it might take some banks up to 30 days or until the next billing cycle to release any withheld funds on your card. We apologize for any inconvenience caused by this uncommon error. Our Agoda Customer Service team is available 24/7, so feel free to reach out if you have any further questions. Thank you for selecting Agoda. Best Regards, Agoda Customer Experience Group

Dear Sir/Madam, I am reaching out regarding my reservation at Hotel Corallo in Rome from January 21 to January 24 for two people. Despite attempting payment with various bank cards as listed on your website, none were accepted, even those previously registered. I am unsure of the issue since my credit card was initially approved on the site. To avoid cancellation, I would like to explore alternative payment options. Any assistance with this matter would be greatly appreciated. Thank you in advance for your attention and I eagerly await your response. Best regards, Veronika Vida

I have a concern regarding my recent booking experience with Booking ID: [redacted]17. I made a reservation and payment for a hotel on the same day between 5-6pm. Unfortunately, when I arrived at the hotel around 9pm and tried to confirm my booking, I was told that the hotel was fully booked. Despite trying to contact the hotel through the provided Agoda number, +6[redacted], I was unable to reach them. The hotel staff informed me that they couldn't assist me as online bookings are managed by their office. They took a photo of my booking details and provided me with the manager's contact number. However, even after contacting the manager, nothing could be done. I am disappointed with both the hotel and Agoda for not managing the online booking efficiently and ensuring partner hotels' services. I have been trying to get a refund for almost a month with no follow-up. I would appreciate direct contact from Agoda as soon as possible, preferably by phone at +6[redacted], in addition to email communication.