Agoda Customer Service Issues

It's currently 5 a.m. and I am unable to sleep due to the presence of numerous cockroaches in our room. My children are also frightened to sleep or use the bathroom as a cockroach even made its way onto the bed. We are currently staying at Ramada, unit [redacted], in Bukit Ceylon. Unfortunately, we cannot cancel our reservation as it is too late. Upon our arrival at 11 p.m., we expected a call from Mike for confirmation, but we did not receive any communication. Despite attempting to contact Mike multiple times, our calls went unanswered. This lack of communication has disrupted our plans, and we are extremely disappointed with the service provided. We are eager to change accommodations as soon as possible, as we find the current unit to be unacceptable. It is a distressing situation and we wish to express our frustration.

Dear Agoda, I have been a long-time user of your service and have generally been happy with it. However, recently I have encountered some issues that I would like to address. On two occasions in the last two months, I experienced problems with your hotel booking system. In both instances, at hotels in Bangkok and Udon Thani, although the money was deducted from my account, the bookings could not be located. Now, I am facing a new hurdle as you are requesting an online activation of my debit card, which I am uncomfortable with as it involves providing my pin number. This requirement is new and has not been an issue in the past. I prefer not to disclose my pin number online. Despite the inconvenience, I may have to explore other booking platforms that do not require this information. I would appreciate a detailed response to address these concerns. Thank you.

Hello, I am writing to address our recent reservation made by myself and my wife under the name Silia M. with reservation number [redacted]91. Upon our arrival today, we were surprised by the condition of the hotel compared to the depiction on your website, which we relied on for our booking and expectations, especially in comparison to other hotels in the same category. Attached are photos illustrating the discrepancies. Additionally, we were taken aback by the noise levels outside our room. We kindly request cancellation of our reservation and a refund for this stay. We are now searching for alternative accommodations that offer a minimum level of comfort. We appreciate your prompt attention to this matter. Thank you.

I made a booking for S. Loane to travel from Broome to Darwin on December 26, [redacted]. Initially, I was told I would receive a confirmation after ticketing but later got an email saying the flight was canceled, and a refund would be issued in 30 days. After not receiving the refund, I contacted the airline, then my bank, and was told to wait. However, the refund has not come through. I aim to use the funds for a new booking on April 14 with Airnorth. Could a credit be arranged for this date instead? I will check back tomorrow or escalate the matter. Thank you, Sheree.

Subject: Concern Regarding Booking ID # [redacted]71 Check-in on Sunday, 13 March [redacted] Hello, I am quite upset that Agoda did not notify me about the extensive construction taking place at the Alcon hotel, resulting in continuous noise and dust. This information would have been crucial to me deciding not to book this accommodation, especially because I am recovering from surgery and require ample rest. Unfortunately, my husband is suffering greatly from the dust, experiencing constant runny eyes and nose, as well as persistent sneezing, prompting us to purchase various medications from the pharmacy. I kindly request some form of compensation or even a refund due to the lack of prior notice. The hotel manager mentioned that Agoda should have disclosed this situation or recommended another hotel option. This experience does not align with the relaxing holiday experience advertised on your website. I look forward to your prompt attention to this matter. I have made several attempts to reach out via email, and the Alcon manager also acknowledged your responsibility to inform us about the ongoing construction. Kindly contact me at [redacted][redacted] at your earliest convenience. Thank you for your assistance. Warm regards, Marie T.

In Ihrer Buchungsbestätigung (Buchungsnummer: [redacted] [redacted] [redacted]) fehlt in der Beschreibung der Vorteile des Thailand Passes von Siam Legal International die Erwähnung eines vorausbezahlten RT-PCR Tests und des Flughafentransfers zum Resort. Ich hoffe, dass dies keine Schwierigkeiten bei der Registrierung im Thailand Pass verursacht. Könnten Sie mir bitte die Telefonnummer des zuständigen Beraters in deutscher Sprache mitteilen? Da ich keine Änderungen an meinem Antrag vornehmen kann, da sonst der Countdown von 3 bis 7 Tagen neu gestartet wird. Bei der Beantragung des COE im Oktober [redacted] an der Thailändischen Botschaft in Bern hatte ich keine Probleme. Der Thailand Pass bietet mir keinen Nutzen, wenn es keine Ansprechperson für Unklarheiten oder Systemprobleme gibt. Mit freundlichen Grüßen, Stefan Fischer

Dear Kamariah Abdul Wahab, Unfortunately, your recent booking attempt was unsuccessful. Therefore, you did not receive a booking confirmation. No booking was made, and we apologize for any inconvenience this may have caused. Any charges will be refunded, and any pre-authorizations on your card will be canceled without a fee. If further information is needed, we will contact you through a different email. Please note that some banks may take up to 30 days, or until the next billing cycle, to release the held amount on your card. We apologize for any difficulties this may have caused. Agoda Customer Service Team operates 24 hours a day, please contact us if you have any further questions. Thank you for choosing Agoda. Best Regards, Agoda Customer Satisfaction Team Pending Refund

I encountered difficulties when attempting to book and pay for the Flight and Villa package below. Each time I reached the final booking and payment stage, Agoda would terminate the transaction with an error message stating "Oops... something went wrong." I tried four times using two different Cornerbank Lugano credit cards. Following the unsuccessful attempts, I contacted Cornercard and inquired if they had declined the payment. They verified that they had received four payment requests, all of which were accepted, but Agoda cancelled them immediately. Could you please investigate this matter and assist me in ensuring a swift acceptance of this package? Best regards, Heinz Luck Flight and Villa Package KUL to DPS Flight (6 persons) Departure: Sun, July 31, [redacted] KUL 10:25 - DPS 13:30 Indonesia AirAsia Return: Sun, Aug 7, [redacted] DPS 16:05 - KUL 19:05 Indonesia AirAsia Hotel (Bali) Tropical 3BDR private villa in Seminyak July 31, [redacted] - August 7, [redacted] | 7 nights 1 x Private Villa 1 room, 4 adults, 2 children Total Amount: 8,[redacted].64 RM Flight+Hotel: 6,[redacted].15 RM Taxes and fees: 2,[redacted].49 RM Includes: Taxes, service fees You will receive Agoda Coins worth 39.82 RM

I encountered a significant issue at this hotel. Upon arriving at 4 am, I attempted to take a shower and the water overflowed from the trap, turning the bathroom into a pool and soaking the room's carpet. Despite needing to stop the shower due to the overflow, the technician took over 15 minutes to fix it, leaving me in the cold. To my surprise, he cleaned the floor with his shoes. I had to clean up with a wet towel and called reception, but they were unhelpful until I insisted on changing rooms. This experience was unacceptable given the money I paid for the service. I urge Agoda to take immediate action on my behalf. Hotel: Hyatt Place West London Hayes. Booking Reference: [redacted]. Urgent attention is needed as I am not a local resident. Thank you. - Lito Capily

I recently received an email stating that my booking was unsuccessful, and I am now concerned about my payment being deducted from my account. The email mentioned that the booking was not completed, no confirmation was issued, and any charges will be refunded. It also explained that any withheld amount on my card will be canceled without charge. The email reassured me that if more information is needed, I will be contacted separately. Although banks may take up to 30 days to release any withheld amount, the email apologized for the inconvenience caused by this unusual error. I plan to reach out to Agoda Customer Service to inquire about my booking, as I had already made the payment which was deducted from my account.

Hello, on Friday I made a reservation for a room at OYO BMW in Muar. Upon arrival at the hotel, I was disappointed to find that the actual room and amenities did not match the advertised photos. The room had no TV and the bed was uncomfortable. I had to book another hotel as I was in Muar for an extended work assignment. I kindly request Agoda to refund my booking for the dates 27th, 28th, 29th, and 30th. The hotel advised me to contact Agoda for a refund since the booking was paid online. I hope Agoda can understand my situation. I also urge Agoda to address this issue with the hotel to maintain Agoda's reputation. Thank you.

Hello, on Friday I made a reservation for a room at OYO BMW located in Muar. Upon arrival, I was surprised to find that the condition and facilities of the room did not match the advertised pictures. The room had no TV, a very thin mattress, an uncomfortable toilet, and poor room ventilation, which made me very uncomfortable. The cigarette smoke smell may have been due to the hotel's proximity to a late-night eatery. The smoke smell seeped into the bathroom through the air vent. Before deciding to leave the hotel, I requested to change rooms, but the hotel owner said all rooms were in the same condition. After receiving this response, I immediately decided to book a room at Hotel Elit Muar using the Agoda app. I had to book another hotel for comfort as I was in Muar for work. I kindly ask Agoda to refund my booking for the dates 27, 28, 29, and 30. The hotel staff are aware of the situation and advised me to contact Agoda for a refund since I made an online payment. I hope Agoda understands my situation. PLEASE PAY ATTENTION AND TAKE ACTION. I also request that Agoda address this issue with the hotel to preserve Agoda's reputation. Thank you.

Our booking reference is [redacted]. We reserved a hotel in Tours Center for 4 nights and were surprised to find out it is more than 70 km away from Tours France. Additionally, the room we were supposed to have is being renovated, and we were given a smaller room upon arrival without prior notice. We request to cancel the remaining three nights at this hotel to find accommodation in Tours France as initially intended. Despite being loyal customers and having a VIP status with Agoda, this experience is disappointing and shakes our trust in future bookings with them. Kindly respond promptly to process the cancellation within 12 hours. Thank you, H.M. Chiang

I had a concerning experience with the property I booked. The air conditioning was not working during my stay, and efforts to fix it were not made. There were no working fans, power outages without backup, and the property was dusty and unhygienic. Additionally, there was a broken faucet in the bathroom, and the overall cleanliness was lacking. The customer service representative I spoke to initially promised to look into the issues and potentially provide a refund, but subsequent follow-ups did not result in any action being taken. I am highly disappointed with Agoda for not following through on their promises and for potentially misleading customers into booking subpar accommodations.

Subject: Booking Attempt Update Hello Amit Kumar, We regret to inform you that the booking you recently tried to make was unsuccessful. Consequently, you did not receive a confirmation for your booking. Please be assured that no reservation has been finalized, and we sincerely apologize for any inconvenience this may have caused. Any charges that may have been placed on your card will be refunded, and any initial hold on your card will be voided without any fees. Rest assured, if more information is needed, we will contact you via a separate email. Kindly note that some banks may take up to 30 days, or until the next billing cycle, to release any held funds on your card. We apologize for any inconvenience caused by this rare error. Our team at Agoda Customer Service remains available 24/7, so please feel free to reach out should you have any additional questions. We appreciate your choice in Agoda. Warm Regards, Agoda Customer Experience Group

Dear Amit Kumar, We regret to inform you that the booking you recently tried to make was unsuccessful, and no confirmation has been sent. No reservation was completed, and we apologize for any inconvenience this may have caused. Any pending charges will be reimbursed, and any temporary hold on your card will be removed promptly, free of charge. Should we need additional information, we will contact you via a separate email. Kindly note that some banks may take up to 30 days or until the next billing cycle to release any withheld funds on your card. We sincerely apologize for any inconvenience resulting from this unusual error. Our Agoda Customer Service team is available 24/7, so please feel free to reach out to us if you have any further inquiries. Thank you for selecting Agoda. Warm Regards, Agoda Customer Experience Group

I have recently made a booking with your company for a hotel stay. Upon arrival, my husband settled the bill using his credit card. To my surprise, I discovered that you have also charged my credit card for the amount of $[redacted].04. Furthermore, I noticed that I have been set up for a recurring charge without my authorization. I have taken the necessary steps by informing my credit card company to prevent any further unauthorized charges. I want to make it clear that I do not consent to recurring charges and I demand an immediate refund. Thank you, Julia D. [redacted] Fairway Avenue SE Salem, OR [redacted] [redacted]

Hi, I was attempting to reserve one night in Niagara Falls and used Agoda after finding them through a Google search. I received a booking ID but didn't receive the email confirmation due to an incorrect email address I entered. I tried to contact Agoda through their website and Facebook Messenger but have had no luck so far. The hotel confirmed my reservation but couldn't provide the booking number since it was made through Agoda. I reached out to Agoda through the hotel but the phone number provided was incorrect. In the end, I booked directly with the hotel and now I need to cancel my reservation with Agoda. I am feeling frustrated and need assistance.

Upon my arrival at The Legend Chiang Rai, I was left waiting at the domestic airport for over an hour due to their oversight. The lack of assistance provided by the staff has made my decision to seek alternative accommodations for the week. Despite the hotel's attempt to brush off the incident upon my arrival, I find their behavior unacceptable. I am interested in changing hotels and would appreciate a refund for the remaining days of my stay booked through agoda. If possible, I am open to receiving an agoda credit to use towards another hotel in Chiang Rai. Although I have checked into the room for tonight, I hope to expedite my departure from this establishment.

Upon checking in between 11 pm and 12 am on March 30, I was originally assigned room [redacted], which was already occupied. The room was messy with open beer bottles and an unmade bed. When I informed the front desk, the staff member complained about hating her job and impending resignation. After waiting nearly 20 minutes, I was given keys to room [redacted], which had a strong smell of cigarette smoke. The next morning at 8 am, I was disturbed by what sounded like a noisy event above my room and decided to check out early. The manager advised me to contact the booking app used for my reservation.