Agoda Customer Service Issues

I am disappointed by the false advertising regarding our hotel stay. We booked two nights here, expecting a pool as advertised on your website with the presence of Paul Anu. However, upon arrival, there is no such offering. We have paid for our stay—booking number [redacted]61—and request a refund for tomorrow's evening. We will still stay tonight but need to find a hotel with a pool for our children, as this was a significant factor in our booking decision. Kindly rectify this situation promptly, as false advertising is unacceptable and potentially illegal. Thank you for your assistance.

Good morning, I encountered an issue with booking number [redacted][redacted] under the name of Mrs. A. Grammatico. During check-in at Hotel Capasso in Contursi Terme, my Green Pass was not recognized, resulting in the inability to use the reservation. I kindly request a refund or a change of date for the booking. My contact details are: [redacted], phone [redacted]. I await your prompt response. Regards.

I was searching for affordable accommodations for a two-night stay. Agora offered me a supposedly better option for two nights, but I missed the fine print stating there was an additional $74 fee at the hotel. I only discovered this extra charge upon checking in at the hotel this morning. I have found better pricing options elsewhere for a two-night stay. I am requesting a refund as the total cost was not what I intended to pay.

I made a reservation at the Crown Plaza Manchester Airport and paid for stays on March 10th and 24th with booking references [redacted] and [redacted]. Upon my arrival today, I found the hotel closed for both bookings, despite the payments. I had to secure rooms at the Clayton Hotel Manchester Airport at the cost of £[redacted] and £[redacted], respectively. Despite informing you on February 4th that the Crown Plaza was closed, I received no notification. I have the email from the Clayton Hotel informing you. I am requesting compensation for the inconvenience, stress, and additional expenses I had to handle today. I have also made bookings for September and November. I am very frustrated by this situation.

Dear Sir or Madam, I must unfortunately complain to you about your misleading advertisement. I booked a room at the Europäischer Hof because the photos on your platform mistakenly promised a swimming pool and a fitness room. These features were the reason why I chose not to book accommodation directly at the training location in Harburg, despite longer travel distances and a higher price. However, upon check-in, I discovered that the swimming pool and fitness room were under renovation. This continues to upset me greatly. I paid over [redacted] Euros per night more than what my employer will reimburse me for. Additionally, I felt significantly disturbed by the noise – the windows facing the train station are old and very thin. There is constant shouting, singing, or loud engines revving up. Two doors down, the swimming pool renovation was ongoing, so I couldn't find peace even in the mornings. If I had known all of this beforehand, I would not have spent [redacted] Euros per night!! I kindly request that you consider compensating me for the inconvenience caused by your misleading advertisement. My room was number [redacted] – you are welcome to verify the renovation and the room's location with the hotel. Best regards, Anne Kumpe

Je demande le remboursement total de mes réservations après avoir été agressée par l'hôtel ce matin vers 8h30. J'étais à l'hôpital suite à cela et j'ai contacté la police. Heureusement, des personnes sont intervenues pour arrêter l'agresseur. Je dois subir des radiographies de routine en raison de douleurs générales et au visage. Je vais porter plainte contre vous et l'hôtel pour agression, d'où ma crainte de représailles. J'ai également contacté la compagnie aérienne pour modifier mon vol et quitter la Turquie au plus vite. Actuellement, je suis toujours hospitalisée. Je refuse de retourner chez mes agresseurs. Je demande un remboursement complet car je n'ai pas annulé mes réservations, mais j'ai été agressée et frappée à l'hôtel.

Subject: Billing Discrepancy Enquiry Dear Customer Service Representative, I previously contacted your customer service line about a billing discrepancy and was advised to reach out through email. Unfortunately, I have not received a response yet and I am eager to have this overcharge matter resolved. If I do not hear back by close of business on Monday, I will need to follow up with another phone call to address this issue. Regarding my reservation with Booking ID [redacted]54 for (2) rooms at Holiday Inn Airport Miami, upon arrival, I found only (1) room was confirmed, leading me to pay for an additional room at the hotel for $[redacted].34. I want to clarify that your confirmation indicated (2) rooms for $[redacted].28, and I would like to ensure that I am not being charged twice for the same accommodation. It seems that a refund may be necessary to reconcile this discrepancy. Thank you for your prompt attention to this matter. Best regards, GLENN (BUD) MARTIN PROJECT ENGINEER/SALES

Subject: Urgent Billing Issue - Booking ID [redacted] Dear Customer Service Representative, I reached out to your customer service number on Monday regarding a billing discrepancy and was directed to contact you through this platform. Unfortunately, I have not received any response yet. I am reaching out to request assistance in investigating an overcharge on my account. If I do not hear back by the close of business on Monday, I will have to follow up with another call to address this matter. Thank you for your attention to this issue. Best regards, Glenn (Bud) Martin

I checked into Chaya Resort in Chiang Mai yesterday (Booking ID: [redacted]36). Initially, the WiFi was not working but was eventually fixed after several complaints. The air conditioner was also not working and despite four attempts to repair it, I had to move to another room in the middle of the night. The TV functioned properly, however, there was no breakfast available, and coffee was provided from a bag. The hotel is mostly under renovation with building materials scattered around. The distance to the city center is much farther than advertised, taking 20 minutes by taxi. This hotel seems unfit to operate, and more attention should be given to its functionality. The stay was unpleasant, leading to a sleepless night. I am looking for more than just a refund.

Good morning, order number [redacted]. I have been a loyal customer for many years and am generally satisfied with your service. On March 8, [redacted], I booked a hotel in Bangkok through you for March 30, [redacted]. My wife, daughter, and I have a test and go package. I have been trying to contact the hotel via email and phone for several days without success. Even after you tried to reach out to the hotel, they did not respond. Due to the hotel's unresponsiveness, I urgently request changing my reservation to another hotel today with similar standards. I appreciate your prompt assistance.

Dear Customer Service, I am reaching out regarding my recent stay at La Quinta Hotel, which was booked through your platform. Unfortunately, I encountered some issues during my time there that made my stay very unpleasant. The room I was provided had extremely dirty and stained sheets, along with significant roofing problems. These conditions were unacceptable and forced me to find alternative accommodations. I have attached the checkout notice from two days ago as proof of my early departure from the hotel. Despite leaving early, I have noticed that my credit card was still charged for the full week's stay. I am requesting a refund for the balance as I did not stay for the entire duration due to the unsatisfactory conditions of the room. I have also listed some of the specific issues I encountered during my short stay at the hotel, including water stains on the ceiling, a musty odor, and a misleading room description regarding the view. I kindly ask for confirmation that a refund will be processed promptly for the unused portion of my stay. Thank you for your attention to this matter. Sincerely, B. Taborek

Dear Agoda Support Team, I am writing to request a refund for a double reservation I made recently due to a confusing situation with the presentation of a certified hotel on your website. The hotel I booked, Hotel SH +, was listed as certified, offering additional services such as airport transfers, PCR tests, and hotel night stay. Unfortunately, these services were not available through your site, and we were asked to pay the hotel directly via PayPal to comply with Thai government regulations for the Thai pass. Despite my efforts to resolve this issue with your team, I have been told that a refund is not possible and to contact the hotel directly. Upon speaking with the manager of PS Thana Resort in Koh Samui, who was very helpful, I was informed that Agoda needs to process the refund. I am disappointed by this experience and find it concerning compared to other booking websites. I kindly request that you address this matter promptly and refund me €46. I have also forwarded this email to various Agoda support contacts for further assistance. Thank you for your attention to this matter. Best regards, Hommel Pascal

I believe I have been scammed. I made a hotel reservation in Lucknow through Agoda. Hi R. Gandotra, Your booking ID is [redacted]29. You can view, cancel, or modify your booking using our self-service platform. Hotel Details: FabExpress Zaarang Inn 3.0 star rating [redacted] A, Kanchanpur, Deva Road, Matiyari, Gomti Nagar Lucknow, Uttar Pradesh, Lucknow, India Check-in: Tuesday, 15 March [redacted] Check-out: Thursday, 17 March [redacted] Room Information: 1 Deluxe Room for 1 adult Includes breakfast, free WiFi, and drinking water Total Charge: INR 1,[redacted].94 Paid with credit card ending in [redacted] Kindly refer to your booking confirmation for property policies and amenities. Contact the property directly for any inquiries. Unfortunately, this booking does not earn AgodaCash rewards. For further details on AgodaCash terms and conditions, please visit our website.

Hello, I recently made a booking on Agoda.com for the 13th at Hotel Suites Lumut. I provided all the necessary information as requested by Agoda, including my bank card number. I received an unsuccessful transaction message via SMS. I also did not receive an email confirmation of the booking. After receiving the unsuccessful transaction SMS from Agoda, I decided to use the Booking.com app instead and received a confirmation ID from Booking.com. Upon checking in at the hotel, I contacted the customer support line to request a refund of RM 89.55. I checked my bank account transactions and found that Agoda had deducted the amount. However, despite numerous attempts, Agoda has not responded to my request or provided any assistance. I suspect there is an issue with Agoda's system that is misleading customers. I was very disappointed to receive a booking ID of [redacted]97 after being informed of a sudden cancellation without prior notice. Agoda debited my account without sending an email notification. I will escalate this matter to the authorities if Agoda does not process my refund promptly. Please contact me at [redacted].

I made a reservation for a one-night stay for four adults via Agoda on March 17-18. Shortly after booking, I realized a negative PCR test was required, which I and two friends did not have. I immediately contacted customer service to express my concerns and canceled the booking due to the missing requirement. Despite informing your hotel promptly, I noticed your policy stating a no-show for failure to arrive, which seems inaccurate given the circumstances. Imagine if we had chosen to check in without the required test, would you still have accommodated us? Agoda's customer service took a day to respond, assuming we failed to show up, even though I contacted them hours before our check-in time. Your booking form clearly states that without the PCR test, check-in is not possible. Please address this issue promptly and consider my valid reasons for cancellation. I rebooked a room through booking.com as an alternative. I hope you can reconsider my situation during these challenging times of the pandemic.

I am requesting a refund for my booking due to a terrible experience. Despite never having issues with bookings before, last night's encounter was dreadful. I was on the phone with customer service from 10 PM until 4 AM, expecting several callbacks that were promised but never received. Despite sending multiple proofs of the discount that should have been applied to my booking, it was not honored. I have recordings and proof of sending the required information, but customer service claims they never received it, despite the system showing it was sent from two different numbers. I have been unable to enjoy my stay and have spent the entire time on the phone trying to resolve this. Additionally, I am sleep-deprived and unable to extend my booking for the next night as planned. I would appreciate a refund for the poor treatment and inconvenience I have faced.

I am reaching out regarding my recent stay at the Amsterdam Forest Hotel under the reservation ID [redacted]99 (REF ID: [redacted]7) made through the Agoda app in my name, Cristina Araujo. Upon checking in, there was a discrepancy with the payment. The reservation on the Agoda app listed the total price as [redacted].81€, inclusive of a duty and tax value of 28.8€. Agoda charged the total amount on March 11, [redacted]. However, upon arrival at the hotel, I was additionally charged a 30€ tax, which Agoda claimed was already included in the total. The hotel manager clarified that the tax should have been charged by the hotel, not Agoda. I am requesting Agoda to contact the hotel to address and rectify this issue promptly. I kindly ask for the resolution of this matter and a refund of the unnecessary charge before my check-out, as I will be leaving for Portugal soon. Please send any updates regarding this issue to my email at [redacted] Thank you. Warm regards, Cristina Araujo

Booking ID: [redacted]31 Manfred Jung We booked Let's Hyde Resort in Pattaya inclusive of breakfast. Nowhere did it specify that it only includes a small breakfast set (2 slices of toast, 1 cup of coffee, 1 butter, 1 marmalade, and 2 fried eggs). We have been here for two days now, and every morning the hotel is asking for additional payment. Yesterday it was 20 Baht for two slices of toast. Today, it was 70 Baht for two cups of coffee. When breakfast is included, I shouldn't have to pay for every extra piece of butter, toast, or coffee. The reception only directed me to contact Agoda. In my book, a relaxing holiday means something different. Previous stays at this hotel allowed guests to have as much breakfast as they wanted. The service and cleanliness have also noticeably declined. I hope you can find a satisfactory solution for us. Best regards, M. Jung

Hello, I am having trouble making the payment for my reservation, even though the funds are in my account. I am in New Caledonia, which might be why we are having difficulty reaching each other by phone. How can I proceed with the payment for my booking? Is it possible to make an online payment with a different credit card, or shall I email you all the necessary information about my credit card or send a photo for you to process the payment? I really do not want to lose my hotel reservation as my plane tickets and transfer are already paid for. It would be challenging for me to cancel my entire trip. Thank you in advance. Miss B. Meryl Reservation n°[redacted]81

Hello, I made a booking at the Byblos Marina Hotel Dubai through agoda for two separate periods which I did not intend to do. The second booking, from 16.03-18.03, was significantly more expensive as I paid the hotel directly. I am unsure why there was such a price difference, as I only wanted one booking for the entire period through agoda. The room I stayed in was unsatisfactory, being both noisy until late at night and a smoking room, causing a strong smell. Despite my request, the hotel did not offer me a different room, even though there seemed to be availability. Having been a returning client, I was disappointed with my experience this time and would like to request compensation, especially for the expensive and subpar stay from 16-18.03. I hope to hear back from you soon. Best regards, Marianna