Agoda Customer Service Issues

Good evening, On January 18, [redacted], I made a booking and received a confirmation. Upon arrival, I was informed that the room was unavailable and the booking was moved to March. Consequently, I had to book a more expensive hotel. It is unacceptable to receive a confirmation for January and then be charged for three nights in March without confirmation. I request a refund within 14 days, or I will involve my lawyer. Thank you, feel free to contact me for questions. Sincerely, Thomas F. Private Double room in Los Cristianos Playa HabitacionSTANZA air-conditioned 78 Calle Barrio Nuevo, [redacted] Tenerife, Spain - Show on map Paid Booking number [redacted]03 Reference ID [redacted] Check-in Jan 19, 22 14:00 Check-out Jan 22, 22 10:00

Hello, I am reaching out regarding a cancellation and refund request for my recent stay at The White Ferry hotel. I was at the hotel on the night of January 24th until the morning of January 25th. I attempted to book online using Agoda, but due to the late hour, I mistakenly booked for the dates of January 25th-26th instead of the correct dates. I have spoken to the hotel, and they are awaiting confirmation from Agoda to process the refund for the incorrect booking. Your prompt attention to this matter would be greatly appreciated to avoid any financial loss on my end. Thank you for your time and assistance. Best regards, Syed My booking ID for January 25th-26th is [redacted]43.

I am curious why the hotel rate advertised as $81.00 AUD per night with all fees included is not aligning with the total after the deduction of my voucher, which came to $[redacted].30 for 4 nights. Calculating it gives me $89.[redacted] per night instead of the expected $81.00. I have tried reaching out to them without success. Unfortunately, I am on an island and unable to make phone calls. I prefer to contact them via email, but I can't locate their email address for assistance.

Dear Customer Service, I need to address an issue with my recent booking, Buchungsnummer [redacted]69. The listing described was for a 96 m2 apartment with 3 bedrooms and 3 bathrooms, but upon arrival, it turned out to be a hostel with individual rooms and shared facilities. It seems the property misrepresented itself by combining all the rooms' areas to advertise it as one large apartment. As a result, I had to pay for an additional room for my local driver who is accompanying me on a road trip. This discrepancy needs urgent attention as it led to unexpected costs on my end. I am sharing this feedback so that necessary corrections can be made to prevent others from facing similar misinformation. I am unable to post a review due to safety concerns in Thailand. I trust that you will address this matter promptly to ensure accurate listings moving forward. Sincerely, A. B.

Hello, I reserved a stay at the hotel mentioned under reservation number [redacted]69. Upon arrival, I was informed that one of the included activities in the package, a half-day island exploration trip, was canceled without prior notice. I requested compensation for this cancellation, suggesting a romantic dinner, a picnic in one of the paid restaurants, or similar activities to replace the canceled trip. The hotel refused, despite my status as a gold member with Agoda. I also asked for honeymoon arrangements, which the hotel arranged promptly, but they provided only alcoholic beverages instead of the requested non-alcoholic wine. Despite the availability of non-alcoholic wine, they did not respond to my request. I made the purchase and reservation through Agoda for transparency and completeness of the trip details. I kindly seek a resolution and information on how compensation will be provided, as I have two more nights remaining. Thank you

I am seeking a refund for my Chiang Mai Elephants Friends reservation under booking number #[redacted]29. Upon arrival, we were dissatisfied with our room's lack of privacy near the restaurant. Upon noticing two elephants in distress with their feet chained together, we were alarmed. A worker harshly removed the chain and handled an elephant roughly by shoving a stick in its mouth. This treatment contradicted the ethical practices advertised. Feeling upset, we promptly booked an alternative hotel in Chiang Mai with booking number #[redacted]97. We asked for a refund from the owner but were directed to contact Agoda for assistance. Thank you.

I made a reservation for six nights at Hotel Tarntawan Surawong with booking number [redacted]39 and paid with my Visa debit card ending in [redacted]. However, after checking the government requirements from Thailand, I discovered that the hotel is not SHA Extra+P certified, which is necessary for travelers from Kenya like myself. Despite this, the hotel refuses to issue a refund, even though I have not yet canceled my booking. I believe I should be allowed to cancel and find another hotel that meets the Thai government's guidelines. I am also frustrated because when I contacted Agoda via email at "[redacted]," they claimed they have no record of my booking number or credit card information, which is unusual as I have been a loyal member of Agoda for over 25 years without facing such issues before. I would appreciate any assistance with this matter.

Dear Booking.com Customer Service, I am writing to address an issue regarding our property, Bigpic Guest House in Lusaka, Zambia. While our payment policy states that guests pay upon arrival, we have observed that guests are booking through Agoda with unauthorized rates and conditions, requiring them to pay online. We have received emails from Booking HotelsOnline in Nairobi, Kenya, confirming these payments that we have not sanctioned. Despite our attempts to clarify this issue with Booking HotelsOnline and Agoda, the unauthorized transactions persist. Previously, some Agoda bookings came through Booking.com, resulting in payment discrepancies due to unsanctioned promotional rates on our property that led to our account being suspended. We kindly request that you remove our property from your platform and cease any links allowing these unsanctioned transactions. If we decide to work with Agoda in the future, we will officially sign up with them. Thank you, M.C. Mumbi

We are requesting a refund for the booking made at BS RESIDENCE SUVARNABHUMI in Bangkok, Thailand. Booking number: [redacted]23 There has been a severe failure in their duty of service. We had to send someone to the hotel as we received no response to all the emails and calls made since 01/31/[redacted]. Note: the phone numbers do not answer or are no longer in service. The Thai Pass is mandatory to enter Thailand and has very specific criteria. 1/ We need their "day 1 recommendation letter" as confirmation, which must include: the SHA++ logo / hotel details / client's name and booking number / airport transfer / prepaid PCR test. This certificate is required by the Thai authorities. 2/ They are also required to confirm our booking on the Thai Pass website within 30 hours of our reservation. However, they refuse to assist with the Thai Pass. They are unwilling to provide this certificate or confirm the booking... We were told over the phone (in Thai): "we won't do it, there are too many people, and if you don't like it, cancel your reservation!! It's not our responsibility." Because of them, I now have only 2 hours to have a hotel reservation validated within 30 hours... if I don't receive confirmation on the Thai Pass for the Test and Go Day 1 in that time frame, my Thai Pass application will be automatically canceled. This will result in my flight being canceled as well. We are currently hiring (and paying) someone in Bangkok to find us a new hotel that can take care of this within these crucial 2 hours... and validate my Thai Pass before my flight on 02/04: needless to say, I am furious about the reception provided by this hotel and their obvious lack of professionalism... For these reasons beyond my control, I demand a refund for this booking that was not honored on their end. Thank you for your understanding, Best regards, Philippe RENOUX

I would like to file a complaint about my recent booking experience at Sutravilla 2 Apartment which was closed. My booking ID is [redacted]33. On February 1st, when I tried to check-in, I was informed by the security guard that the property had been sold to a new owner. I attempted to contact the property host with no success. I am disappointed as I was unable to stay at the accommodation despite paying through Agoda. It appears that Agoda may not have been updated about the property status, leading to customers like me making bookings that cannot be fulfilled. I am seeking a refund for the reservation I paid for but was unable to use.

I'm requesting assistance regarding changing the booking date for my family's surprise stay at Henann Resort Alona Beach. I mistakenly booked July 9 until 19 instead of July 19 until 29 and would like to correct this without canceling the reservation. My husband, Per Arne Bratvold, made a separate booking (reference: HRABIBWBZM8Q) for another room at the hotel, and I now need to adjust our family's booking ([redacted]87) for the correct dates. Your help in changing the date would ensure that we have the rooms we need for our family's getaway. Thank you for your support.

Subject: Request for Consideration of Agoda Booking ID [redacted]59 - HillsNek Safari Camp Dear Sir or Madam, I am writing regarding Agoda booking ID [redacted]59 for a stay at HillsNek Safari Camp for myself, Werner Fiedler, and my wife, Brigitte, from February 27 to March 2, [redacted]. Unfortunately, I had to cancel the booking on January 27, [redacted], due to an acute heart condition requiring immediate surgery, rendering the trip impossible. I was charged steep cancellation fees amounting to €[redacted] on my credit card. I am inquiring if there are any alternative solutions to mitigate these excessive charges, such as rescheduling the dates or receiving a voucher. We are committed to rebooking the trip once my wife's health permits. HillsNek Safari Camp has indicated a willingness to consider rescheduling or canceling without fees given the circumstances. Thank you in advance for your assistance. Sincerely, Werner Fiedler Mob. [redacted]

During our stay at the Cha-Da hotel, we encountered several issues. Despite the initial promises, the hotel lacks a bar, 24/7 room service, and English-speaking staff as advertised. We have not received the three meals a day included in our reservation. Unfortunately, the situation worsened when attempting to order additional food and drinks as no one answered the phone and the service was non-existent. We are extremely disappointed and feel our rights as guests have been neglected. We kindly request either a transfer to a different hotel with the amenities originally promised or a partial refund for the services not provided. It is crucial to us that this matter be resolved promptly. Multiple attempts to contact the hotel have been unsuccessful. We are willing to provide evidence of our reservation and the lack of services during our stay if necessary. Thank you for addressing this issue swiftly.

Subject: Inquiry about Cancellation Charges I have a question about the late cancellation fee as I am considering canceling my booking due to Covid-related issues. The initial response from Katathani directed me to contact Agoda for further assistance. I would appreciate it if Agoda could address my query promptly, preferably by February 7th. I have been a loyal customer for many years. Kind regards, A.O. Haneborg Dear Haneborg, Thank you for reaching out. Your bookings through Agoda.com, Booking ID [redacted]19 and Booking ID [redacted]31, are confirmed. For details on cancellation charges, please liaise with Agoda.com directly. Feel free to contact us if you need additional support. Best regards, Hello, I am a repeat guest at Katathani and have reserved two separate stays from February 20th to March 3rd through Agoda. If I need to cancel my reservation by February 18th due to Covid concerns, could you please clarify the cancellation fees that may apply? Regards, A.O. Haneborg

I made a hotel reservation on your website for Royal Imperio in New Delhi and NCR, India, from February 5th to 6th, [redacted]. My Booking ID is [redacted]21, and I paid [redacted].92 INR with my credit card. Unfortunately, despite Agoda confirming the booking, the hotel denied it, stating they have no collaboration with Agoda. This led to a negative experience as I had to make a new booking at the same hotel for [redacted] INR without breakfast. I was in town for a wedding and faced a disappointing situation with the booking mix-up and unpleasant behavior from the hotel staff. I am seeking a refund and believe Agoda should compensate for the mental and emotional stress caused by this issue. I hope for a prompt response from the customer service department. Best regards, Nilesh K. +[redacted]62

Booking ID: [redacted]67, Pensiun Aldier, Sent, Switzerland. Guest initials: PM, 5 guests. Hello, I made a reservation for a double room for 5 individuals at Pensiun Aldier in Switzerland through your website. The listing stated that the two rooms could accommodate a maximum of 4 adults and 2 children. Upon arrival, we discovered that they could only accommodate a total of 4 people and could not provide an additional mattress as initially promised. After a discussion, we were given an extra room for an additional 80 Swiss francs. This situation was frustrating and impacted our weekend getaway. It appears there was a discrepancy between the information on the property's website and what was conveyed through the booking platform. I am requesting a refund of the 80 Swiss francs and urge you to rectify this issue on your website to prevent similar occurrences for future guests.

Hello! I made reservations for two rooms in separate hotels as part of a quarantine package for our trip to Thailand. The first booking is at RoYal Suite Hotel Bangkok with reservation number [redacted]51 under the names Pauline Diard and Samantha Ferrante. The second is at Kalima Resort And Spa with reservation number [redacted]79 under the same names. Unfortunately, our Thailand pass was rejected by the hotels citing incomplete or non-compliant documents. The confirmation stated the hotels would reach out for additional information, but they haven't. We've been unable to contact them as they do not respond to emails, and the phone numbers provided seem incorrect. We urgently need these documents to travel to Thailand. Could you please assist us by contacting the hotels or providing more details? Thank you.

Hello, I am writing to address an issue I experienced with my recent booking at the Flora Milano Hotel. My arrival was scheduled for February 6 and departure on February 8. Upon reaching the hotel, the receptionist claimed I could not stay due to not possessing a valid green card, which is inaccurate. As I showed my reservation and previously utilized the green pass throughout Milan without issue, I revisited the hotel on February 7. After meeting with the manager and providing proof of payment from my prior accommodation, no additional charges were imposed. I am greatly inconvenienced by this occurrence and seek adequate compensation beyond a refund. Your understanding and prompt attention to this matter is appreciated. Regards, FR.

During my stay at the Jameson Inn in Winder, Georgia, in room [redacted], I encountered a distressing situation. Upon preparing for a bath on the morning of my third day, I found two bugs in the bathtub, causing me significant anxiety. Despite my intention to stay for three nights, I decided to leave immediately and requested a refund for the third night at the front desk before departing. I experienced genuine concern and discomfort due to the presence of bugs in my room and felt it was necessary to vacate the premises for my well-being. I kindly asked for assistance in processing the refund with the hotel through Agoda, as I believe it is fair not to be charged for a night I did not stay due to unforeseen circumstances.

Hello, I recently made a reservation on your website (Reservation No. [redacted]63) and realized immediately that I made an error with the dates. I promptly canceled that reservation to book another at the same hotel for different dates (Reservation No. [redacted]19). I am aware that the first reservation is non-refundable and non-modifiable but was hoping for a goodwill gesture from your team. I kindly request a refund for the initial canceled reservation (Reservation No. [redacted]63). I had made two other hotel room bookings yesterday and acted swiftly in canceling today due to my mistake. I appreciate your understanding and look forward to your response. Have a pleasant day. Best regards, Nadia R.