Agoda Customer Service Issues

I have a booking at Splash Beach Resort in Phuket from 3-7 April, but due to unforeseen circumstances, I need to shorten my stay to 4-7 April. My Booking ID is [redacted]72. I've tried to amend my reservation online, but encountered an error instructing me to contact Agoda support. Despite reaching out to the hotel, I was directed back to Agoda. Unfortunately, my free cancellation period has expired. I sent a message through the website requesting the date change, but have not received a response. Your assistance in adjusting my booking dates would be greatly appreciated. Thank you, Ronan.

Hello, I had booked a two-bedroom duplex suite at Manava Suite Resort Tahiti from March 2 to March 4, [redacted], under the name Denise RABY PARROSSES. On March 3, as pool access was prohibited, we expressed our dissatisfaction to the director. Coming from Tahiti, we planned to spend these two days at the hotel and enjoy the pool with our grandson. Showing great understanding, the director instructed the reception staff to arrange a refund of one night. It was agreed upon our departure that AGODA, to whom we had paid for the reservation, would process the refund. It appears that to date, nothing has been done by AGODA. I would appreciate it if you could update me on the status of this request. Thank you in advance for a prompt and precise response. Best regards, Denise RABY PARROSSES

I made a reservation at the Radisson Hotel & Suites Amsterdam South for three nights from April 2nd to April 5th, [redacted], paying [redacted].7 euros through the website, not the mobile app. I specified in the special instructions that I would check in at 10 am on April 3rd to secure a room since early check-in was unavailable. I did not receive an email from Agoda but have a screenshot of the confirmation from the website. Upon arrival, I discovered that my booking had been canceled, and the hotel charged me [redacted] euros to rebook (I have the receipt). Agoda called around 1 pm local time and mentioned the hotel had no available rooms, albeit I never received the supposed email. When expressing my frustration to the Agoda representative for mishandling my booking and causing distress, I was threatened and abruptly hung up on. Despite attempts to call back, I was unable to reach them. This entire experience has been extremely disappointing, and I am requesting an immediate refund.

I have a booking with Agoda reference number [redacted]97 for a stay in Pattaya from 24/4 until 1/5. A friend recently had a similar booking with Happy Pattaya and was informed upon arrival that the hotel was overbooked, being offered a room in a different location far from the city instead. He was given the ultimatum to accept the new accommodation or cancel without any refund. After attempting to reach out to Happy Pattaya without success, I am concerned about my upcoming stay based on their poor reviews. I am seeking assistance in transferring my booking to an alternative hotel through Agoda to avoid any potential mishaps during my holiday. Thank you. Regards, John

Booking Reference: [redacted]11 Our experience at this hotel has been unsatisfactory. The property is currently undergoing construction, giving it the appearance of a building site. While the rooms initially seem modern and clean, closer inspection reveals that the bathrooms are old and not well-maintained. Despite possibly once being a five-star establishment, it now only reflects a three-star standard. The overall maintenance of the property seems neglected, and it lacks the investment needed for proper upkeep. At dinner, obtaining meat is challenging as it is only available in limited quantities upon request, and the quality leaves much to be desired. Upon arrival, other guests were also vocal about their room-related issues. This falls short of our expectations, and we are considering changing resorts if feasible.

On April 5, I made a reservation on your site for a room at Vitoria Stone Hotel in Portugal under booking number [redacted]50. Despite selecting 'pay at the hotel', I had to pay immediately during booking. In the confirmation email received, it stated the booking is non-refundable, conflicting with the initial booking page indication of "Free cancellation before 21 Sept [redacted]." I have a screenshot of the original offer for reference. Although I can't attach it here, I'm willing to provide the screenshot as needed. Whether this discrepancy is due to Agoda or the hotel is unclear to me. My main concern is that the "Free cancellation" policy advertised during booking is honored. Please confirm this adjustment. Additionally, I seek clarification on why upfront payment was necessary despite the booking page instruction to "Pay at the hotel." I anticipate a timely response. Regards, H. Haberman

Good morning, I had planned a trip to Walvis Bay last month. However, Comair's grounding in South Africa caused BA's cancellations, leading to me missing my connecting flight to Walvis Bay. I promptly informed Agoda upon receiving the cancellation email from BA. Agoda instructed me to contact Hansa Hotel in Swakopmend regarding my reservation cancellation. Despite my attempts, my emails to the hotel have gone unanswered, resulting in a significant financial loss. The booking terms included a 25% cancellation fee, which seems unfair given the circumstances caused by the airline. I am disappointed with Agoda's handling of the situation and doubt my future use of their services. Urgent assistance in resolving this matter would be greatly appreciated. Booking reference number: [redacted]4 Thank you, Veronica G.

Dear Agoda Team, We made a reservation on your platform (Booking number: [redacted]31; Date: Feb 26th). Following this, we received an email stating that our booking was unsuccessful and we would be refunded. Consequently, we made a second booking (Booking number: [redacted]39; Date: Feb 27th) at the same hotel. Upon arrival, the hotel had both bookings on record, and we opted for the cheaper room from the initial booking (Feb 26th). We possess a receipt from the hotel confirming that both rooms were reserved, with us utilizing the first booking. Despite over a month passing, we have yet to receive our refund. Kindly investigate and reimburse us the amount for the second booking (Booking number: [redacted]39; Date: Feb 27th) totaling [redacted].03 Euros. Best regards, Aaron and Marjorie Z.

It appears that I encountered an issue with my booking through Agoda on 11/3/22. Despite the booking being canceled by Agoda at that time, the amount was deducted from my account. The email from Agoda stated that the refund would be processed within 7 days or the next billing cycle, but as of now, I have not received the refund. I would appreciate it if the refund could be processed promptly as promised in the email response provided. Thank you. --- Dear Vignesh Kumar, Unfortunately, the booking you tried to make was not completed, and no charges have been made. We apologize for any inconvenience caused. Any withheld amount on your card will be canceled without charge, and refunds can take up to 7 days or until the next billing cycle depending on your bank. We regret any inconvenience this unusual error may have caused. If further assistance is needed, please feel free to reach out to Agoda Customer Service. Thank you for selecting Agoda. Best Regards, Agoda Customer Experience Group

Hello, I wanted to share that we had an issue with booking the hotel where we mistakenly used the wrong email address. We then made a second booking with the correct email and received confirmation. We are now trying to cancel the first booking, but we cannot locate it in our account or within the list of bookings. After speaking with the hotel, we were provided with the incorrect booking numbers. Kindly assist us in canceling these numbers to ensure we are not charged twice on our bank card. Here are the incorrect booking numbers that need to be cancelled: [redacted]39 [redacted]99 [redacted]23

I made a payment of 2,[redacted].27 pesos for a booking, but I haven't received a confirmation yet. Here are my details: - Email: [redacted] - Phone number: +63 [redacted] - Lead Guest Name: Hannah Grace Mascardo Eden Unic Songaling Please assist in finding my booking. Thank you.

Booking Identification Number: [redacted]49. I checked in at Eastwood Apartments on the 10th of April [redacted], having prepaid for a one-night stay. The full amount was charged to my bank card, with expectations of a prepared room on the same day. Upon arrival, the reception staff refused my identification as I had lost all photo IDs during the recent Queensland floods in February [redacted]. Despite presenting five alternative forms of identification, they did not consider them valid and denied me entry. They advised me to contact the booking platform to inform them of the situation so that I could receive a full reimbursement for the booking. Appreciate your assistance, D. Moffatt.

RESERVATION #[redacted]10 I made my reservation for Buenos Aires on Agoda's website. When booking, they required a credit card for holding the reservation. The reservation clearly stated (I have a screenshot) that no charges would be made to the credit card, and payment would be collected at the hotel. To my surprise, upon arrival, the hotel receptionist informed me that my reservation had been charged to the credit card I provided for the reservation. Without my permission, Agoda charged the reservation to my credit card, resulting in double the expected cost due to the exchange rate. I did not authorize Agoda to make this charge, and they did not have my consent to do so. Therefore, I am requesting an immediate refund and will pay at the hotel as originally indicated on their website. I hope for a prompt resolution as I am leaving Buenos Aires this Thursday morning (12/04). Thank you, Francisca

Regarding Agoda Booking ID [redacted]07 - Customer Experience Survey I was extremely dissatisfied with my recent stay at Real Dreams. The staff, particularly the lady who interacted with us, was unhelpful right from the start. We called the hotel for directions when we were lost, but the assistance we received was minimal. On arrival, there was no one at reception, and despite seeing me waiting, the lady prioritized serving other customers in the bar. When I mentioned needing to charge my phone to pay for the stay, she responded with a simple "Ok" and walked away. The room, albeit small, was clean, but being given only one bath towel for two people was inadequate. I had to track down the staff for extra towels and pillows, which were not readily provided. Additionally, our showers were repeatedly interrupted by fire alarm calls from reception. This experience was uncomfortable and disappointing. I doubt I'll return, and I hope for some form of refund. If circumstances allowed, I would have left within the first 15 minutes to find alternate accommodation.

Regarding Agoda Booking ID [redacted]07, I wanted to share my experience at Real Dreams. The staff, particularly the lady who assisted us, was unhelpful when we called for directions. Upon arrival, nobody was at the reception, and the staff member took some time to acknowledge us, making me feel unwelcome. When I requested to charge my phone to settle the bill, she responded casually and walked away. The room was clean yet lacked enough towels and pillows. During showers, interruptions due to fire alarms were inconvenient. Overall, my stay was disappointing, and I am seeking a refund.

I made a hotel reservation in Bangkok through Agoda, but the hotel cancelled my booking, citing issues with the Thai pass process. I contacted the hotel, and they mentioned they don't accept bookings made through Agoda anymore. Unfortunately, I had to make a direct booking with the hotel. I am seeking a refund for the original Agoda booking as it was not accepted by the hotel. The cancellation policy states it is non-refundable, but under the circumstances, I believe I am entitled to a refund. **Agoda Booking ID:** [redacted]65 **Check-in:** April 20, [redacted] **Cancellation details:** - Original booking amount: AED [redacted].85 - Cancellation fee: AED [redacted].85 - Refund amount: AED 0.00 The hotel's policy states that the booking is non-refundable and cannot be modified. Your assistance in processing the refund would be much appreciated.

I recently used [redacted] to reserve a 7-night stay at Harmony Suites in Secaucus, NJ through Agoda.com. However, I did not receive a confirmation email. After contacting the hotel directly, they verified my booking, and I checked into room [redacted] on April 10th, [redacted]. Strangely, the booking does not show up in my Agoda account. Today, my room was not cleaned, and upon inquiring at the front desk, I was informed that the room would only be cleaned once during my entire stay. This policy was not communicated on Agoda's website at the time of booking, and I find it unreasonable. If I had been aware, I would have chosen a different hotel. I kindly request that this situation be resolved promptly.

I made a reservation through your website and encountered several issues upon arrival at the hotel. The front desk attendant shared an inappropriate story, and the room had a strong marijuana odor, dirty floors, and an unclean bathroom. We decided to leave immediately. I contacted my credit card company to dispute the charge. Additionally, the heating in the room was not functioning. We explained the situation to the hotel staff, returned the key, and relocated to another hotel. I believe I should not be charged due to the unforeseen condition of the room. The website depicted different amenities compared to the actual experience. I request a refund for this unsatisfactory stay.

I made a reservation at Dubare Prestige in Dubare, Coorg for 15 to 17 Apr for 2 nights. I received confirmations from Agoda and the property. The booking ID from Agoda is [redacted]20. Upon arrival, I discovered that there was no property by that name. I called the contact number provided, [redacted], and was informed that the property was closed due to financial issues. It was embarrassing to be in such a situation with my family. I managed to find alternate accommodation to salvage our trip. I believe the best resolution is to receive a refund. The property's non-existence is causing confusion with another residential place nearby. I may contact Agoda for assistance with cancelling the booking.

I reserved a room at Dubare Prestige in Dubare, Coorg for a 2-night stay from April 15th to 17th. I received a booking confirmation from Agoda and an email from Dubare Prestige with the Booking ID [redacted]20. Upon arrival, there was no property by that name. The contact number provided, [redacted], informed me that the property had closed due to loan issues and had not received any booking from Agoda. This was a frustrating situation, especially with my family with me. I was able to find alternative accommodation and salvage our trip. I hope Agoda addresses this issue with the property to prevent others from facing similar inconveniences.