Agoda Customer Service Issues

I made a reservation for 3 nights at Extended Stay America Suites Laredo Del Mar and originally provided a credit card for payment. Upon arrival, I used a business debit card for charges during our stay. While the hotel correctly charged 2 nights to the debit card, Agoda charged the full 3 nights to the initial credit card on file. The hotel suggested reaching out to you to request a refund for the overcharge. I kindly ask for your assistance in resolving this issue and refunding the charge for the third night as we only stayed for 2 nights instead of the originally booked 3. Our reservation number is R[redacted] for January 31st. I eagerly await your response. Thank you and best regards, AB.

Hello Lorenza Pelobello, I have noticed that a deduction was made from your account and I understand your concern. Your refund for the cancelled booking at OYO [redacted] City Plaza Hotel should be processed soon. Refunds typically take about 10-15 business days. For any further inquiries, please reach out directly to the property. You can find their contact information in the "My bookings" section. Thank you for choosing Agoda. Best regards, Lorenza Pelobello

Subject: Refund for Booking [redacted]47 Dear Osvaldo Fracasso, We regret to inform you that we were unable to complete the booking you were making. As a result, you did not receive a booking confirmation. No reservation was made. We apologize for any inconvenience this may have caused you. Any charges made will be refunded, and any amount held on your card will be canceled without any charges. If we need further information from you, we will contact you via a separate email. Please note that some banks may take up to 30 days or until the next billing cycle to release any held amounts on the card. We apologize for any inconvenience this may have caused you. Agoda's Customer Service Team is always available to assist you. Feel free to reach out to us for any further information you may need. Thank you for choosing Agoda. Best regards, Customer Experience Group Customer Service of Agoda *This email is auto-generated. *If you need to contact us, please access your account on www.agoda.com. *For security reasons, please DO NOT send us your credit card details via email. Agoda.com only accepts credit card information over the phone.

Subject: Regarding Reservation [redacted] Dear Osvaldo Fracasso, We regret to inform you that we were unable to complete the reservation you were making. Therefore, you did not receive a booking confirmation. No reservation was made. We apologize for any inconvenience this may have caused you. Any charges will be refunded, and any amount held on your card will be canceled without charges. If we need any further information from you, we will reach out via a separate email. Please note that some banks may take up to 30 days or until the next billing cycle to refund any amounts held on the card. We apologize for any inconvenience this may have caused you. Agoda's Customer Support Service is always available to assist you. Please feel free to contact us for any additional information you may need. Thank you for choosing Agoda. Best regards, Customer Experience Group Customer Service of Agoda *This email is autogenerated. *If you wish to contact us, please access your account on www.agoda.com. *For security reasons, please do NOT send us your credit card details via email. Agoda.com only accepts credit card information if provided over the phone.

Dear, I recently booked a 4-night stay at B&B Hotel Treviso in Treviso, Italy under the name Vlastimir Ilic. Our booking number is [redacted]55. The booking confirmation mentioned that parking was included as a benefit. Upon arrival, we were informed that the hotel does not have parking available, and we struggled to find a nearby parking spot. They suggested using a paid garage or parking on the street several blocks away. This situation is unacceptable as we specifically chose the hotel for its parking facilities and do not wish to pay extra for parking elsewhere. We have just checked in and are eager for a prompt resolution to this issue. Please advise on how this matter will be rectified. Thank you, Vlastimir Ilic

Please refund the booking money as the check-in and check-out dates were changed during booking. Hello, Dmitriy Petrov! We confirm the cancellation of your reservation at Izmailovo Beta Hotel. Funds will be deducted from your card according to the cancellation rules accepted at the property. Information about the canceled booking, including the cancellation fee, is provided below. Thank you for booking with Agoda! Make another reservation Cancellation information Original booking amount: 1,[redacted].89 RUB Booking cancellation fee: 1,[redacted].89 RUB Amount to be refunded to your credit card: 0.00 RUB Cancellation policy for Izmailovo Beta Hotel The cost of this booking is non-refundable, and the booking cannot be amended or modified. If you do not show up at the hotel, it will be considered a no-show, and you will not receive a refund (Hotel Policy).

Hello, my name is Krystin Kirkpatrick, and my booking ID is [redacted]10. I made a reservation for Feb 13-14, [redacted], and I canceled it within 20 minutes due to an unexpected extra $50 charge at check-in. I booked through Agoda for a stay at the Super 8 motel. Despite canceling promptly, I have not seen the $50.31 refund in my bank account. The charge is still pending, and after contacting Agoda customer service and the Super 8 manager, there seems to be a delay caused by the merchant. I hope to resolve this quickly as I have successfully received immediate refunds from other sites in the past. Your prompt attention to this matter is appreciated. Thank you.

Good morning, I am writing about reservation n. [redacted]11 for 12.02.22/13.02.22 in Rome. The booked hotel Raeli Hotel Regio is closed, and I was not informed of the change. The replacement hotel, Hotel Archimede, is a 4-star but with a room identical to the 3-star I booked. Instead of a double bed and shower, I found two single beds, a bathtub without a curtain, and lukewarm water both Saturday and Sunday mornings. The exposed ceiling pipes in the hallway were also visible. I would have appreciated receiving an email about the change to avoid wasting time and finding a room with the same features as the one I reserved. Marta

Hello, I recently stayed at the Ramses Hilton Hotel for a two-day booking. Unfortunately, I encountered a major issue upon arrival. The hotel staff claimed my reservation could not be confirmed and that there was a non-refundable penalty due to alleged smoking in a restricted area. Despite my confusion and fear of involving the police, I paid the $[redacted] fine (equivalent to [redacted] Egyptian pounds) to resolve the situation. However, the unpleasant demeanor of the staff member left me feeling unsettled. As a loyal customer with a platinum membership, I expect better treatment and swift resolution to this matter. I have attached a copy of the fine receipt for your reference. Reservation Name: Abdelrahman Hussein Fouad Hussein Phone Number: [redacted] Reservation Number: [redacted] Email: [redacted]

From: phillip.trotter Sent: 14 February [redacted], 10:04 PM To: Enquiries - Ramada Newcastle Gateshead Subject: [redacted]89 reference number Hello, I mistakenly booked thinking this was in Australia, but it seems I booked with Agoda. Could you please assist me in getting a refund for this genuine error? Thank you, Phillip T. Sent from my Galaxy

Hello, I am Shaleene from Malaysia. On February 12th, I reserved a room at City Season Hotel in Dubai for March 27th instead of February 27th. My booking ID is [redacted]29. I had mistakenly chosen the wrong month and contacted agoda immediately after booking to request a change. Despite receiving a denial from Da within 48 hours, I called the hotel yesterday and they informed me that they could make the date change if I contacted them directly. I am seeking a suitable solution to this issue as it feels unfair to me.

Booking ID # [redacted]98 Check-in: Wednesday, 16 February [redacted] I am extremely frustrated. My booking with the confirmation number mentioned is for the Oyo hotel, also known as Phenix Inn and Suites in Phenix City, AL. This reservation is for the same property as the one with booking ID # [redacted]42. I made this reservation late in the evening on [date] and checked in late last night. I wanted more time to rest, and after receiving a promotional email from Agoda regarding my Agoda VIP rewards, I decided to extend my stay for another night using the promo. However, to my dismay, a few minutes ago, the hotel demanded an additional $20 if I wished to stay in my room! If I can't pay the extra amount, I have to pack up all my belongings, wake up my sleeping 18-month-old baby, check out by 11am EST, and wait outside the room until 3pm. This policy seems to be aimed at discouraging guests from booking through third-party sites like Agoda and instead booking directly at the hotel desk, allowing the hotel to charge higher rates without having to pay fees to third-party sites. I have stayed at this hotel numerous times, but I always extended my stay or booked directly at the desk before discovering Agoda. This situation is unfair, and it will greatly inconvenience my baby and me.

I made a hotel reservation on February 17, [redacted], at Pilibhit House in Haridwar, India. I booked a Premium Room with Ganges view for triple occupancy, checking in on March 18, [redacted], and checking out on March 19, [redacted], under the name Nina Shah. I used the Agoda app, logging in with my Google account [redacted], to make the booking. The charge of Indian Rupees [redacted].61 was debited from my credit card by the merchant Retail Domestic PT on February 17, [redacted], at 12:24 am. The bank's authorization code for this transaction is APPR368021. Despite the payment, I have not received any booking confirmation from Agoda. Agoda is unable to locate the reservation or the payment made. I kindly request assistance to either confirm the booking or arrange for a full refund. Looking forward to your prompt response via email. Best Regards, Nina Shah

Dear Sir or Madam, I had a paid reservation for 14 days at Bunny Guesthouse in Prachuap Khiri Khan with booking number [redacted]01 under the name Johan Schreij. Unfortunately, the reality of the place did not match the online descriptions. The conditions were substandard with unclean facilities, no internet, no TV, uncomfortable and worn-out mattresses infested with insects, shared and dirty bathrooms, and a lack of basic amenities like a water cooker, coffee, or tea. The public areas were disarrayed as well. Despite arriving late and having no other options for accommodation, I left early the next morning. The owner refused to refund my money. My advice is to avoid booking at this establishment. I have requested Agoda to refund me THB 9,[redacted].34 as per our contract. I have photos to support my grievances, but unfortunately, I cannot attach them to this email. Best regards, John Schreij

Hello, I have booked a room for 3 people for a total of 3 nights, the accommodation has already been paid for (Name: Sarem Minasse, Booking number: [redacted]59). Upon arrival at the accommodation, we were met with a dirty and moldy room. The staff member was uncooperative and showed no interest. The room smelled of mold and would not have been possible to spend even one night there. All flaws have been documented with photographs, the room is uninhabitable. Two of us have a strong allergy and could hardly breathe in this room and had to use their emergency spray. It is inhumane to offer such a hotel! We ask you to quickly clarify the situation and arrange for a refund. Best regards Milena Teckle

I had planned a vacation to the Maldives, intending to split my stay between private and local islands. We booked the first two nights (February 19th-21st) at Eriyadu through Agoda, and the second half (February 21st-23rd) at Seven Corals in Maafushi. Upon arrival, we learned that government restrictions prohibited transfer to Maafushi for contact tracing. When Seven Corals suggested misleading actions for us to reach them, it felt sketchy and illegal. Despite canceling, only a 50% refund was offered. I seek a full refund due to circumstances beyond my control and the government-mandated travel restrictions to Maafushi. Additionally, the unethical suggestions from Seven Corals are disappointing. My booking ID at Seven Corals is [redacted]71 under the name of Rashmi Ghmire.

I unfortunately booked a room at the 3-star hotel "REGINA MONTMARTRE" after seeing misleading photos on your app. 94 Boulevard de Rochechouart, [redacted] Paris, France. Booking Number: [redacted] Reference ID: [redacted] Check-in: 14 Feb 22 Check-out: 16 Feb 22 Russo M. I have never seen anything more disgusting in my life. The rooms were nothing like the photos - tiny, DIRTY, SMELLY, nonexistent service, RUDE and DECEITFUL STAFF. They even charged me the city tax twice, and due to the appalling conditions, we left the hotel just 5 minutes after arriving, losing a significant amount of money finding another place to stay. I politely requested a refund of the city tax paid upon check-in since we did not stay a single night, but it was rudely refused. I will be filing a complaint against the hotel promptly, providing photos and evidence. DISGRACEFUL, DIRTY, and SCAMMERS. I demand an immediate refund of the amount paid and not enjoyed. I am attaching the invoice from the other hotel where we had to stay as proof that we did not stay at the dreadful hotel REGINA MONTMARTRE due to its unbearable conditions and the photos of the room. I hope to hear from you soon regarding compensation, as I trusted your app's name.

My wife, MariaCristina F., had her payment not accepted for the reservation at Hotel Astoria for a standard double room for one night at €45.38. She is due a refund, and if she rebooks now, the price has increased to €50 for a room with a basic double bed or a French bed. We are looking to travel to Turin on Wednesday, February 23rd, at that price. If there are any issues, please do not cancel our reservation and unlawfully withhold our money. We await a swift resolution of the booking.

Hello, I visited the Agoda website last night to check the price for booking 3 nights at Hotel Sautto in San Miguel Allende, Guanajuato, Mexico. While checking the price, I mistakenly made a booking. I immediately tried to cancel the booking, as the site indicated was possible. However, I encountered difficulties accessing the "Manage My Bookings" section. Despite multiple attempts, I was unable to open it until today, by which time it was already too late to cancel or modify the booking. Thank you.

On February 17th, I made a reservation for a room at Omega Hotel in Burdubai using my Indian debit card. The hotel confirmed my booking and deducted ₹[redacted] from my account, which I have proof of. However, when I contacted the hotel, they claimed they had no record of my booking under my name or booking ID [redacted]83. They also mentioned that my card was only authorized and not charged. I have evidence that my money was indeed deducted. Initially confirmed, my booking is now showing as canceled without a refund. After reaching out to the hotel, I was told to contact Agoda, the platform I used for booking, as they are unable to assist directly. It is frustrating how the app can confirm the booking, take payment, then suddenly inform me that the booking is unsuccessful and no refund will be issued. I request either a refund or the room I booked at Omega Hotel today. Your prompt assistance is appreciated.