Agoda Customer Service Issues

I booked three rooms at Lancaster Bangkok Hotel through Agoda for a two-night stay from June 10 to June 12, [redacted]. I used my debit card to pay Rs. 34,[redacted].50. After receiving a confirmation page, I expected an email with the booking details but received a cancellation email instead. Agoda claims I wasn't charged despite my proof of payment. I attempted to contact customer service through various channels but was unsuccessful. Their listed phone numbers were unresponsive, and the online chat support offered no assistance as it was automated.

I, Zainal Fitri Hassan from Kuala Lumpur, Malaysia, booked 1 superior room at The Royale Chulan Hotel, Georgetown, Penang on Agoda for a 2-night stay from 5th-7th May [redacted]. My Confirmation ID is [redacted]13. The payment of RM [redacted].55 was charged to my credit card on 29th April [redacted]. Unfortunately, upon arrival at the hotel on 5th May [redacted] at 2pm, they could not locate my booking with the Confirmation ID or my name. Subsequently, I had to find last-minute alternative accommodation at a higher cost. I am requesting Agoda to investigate this issue, clarify what occurred, and issue a refund of RM [redacted].55. Thank you. ZAINAL FITRI HASSAN Email: [redacted] Tel: +[redacted]5

Booking ID: [redacted]87 Member ID: [redacted]92 Property: Campbell's Guest House Address: 17-19 Westleigh Road, Westcotes, Leicester, United Kingdom, LE3 0HH Hello, I recently returned from a three-day stay at Campbell's Guest House and I must express my disappointment and shock. I booked my reservation through Agoda, relying on the images displayed on the site. However, the actual room I stayed in was nothing like the pictures advertised. The room lacked basic amenities and cleanliness. There was no provision of tea, coffee, or essential toiletries, and the room had an unpleasant odor. Additionally, the noise from neighboring rooms and the plumbing system disrupted my sleep. The description on Agoda's website was misleading. The claim of a car park on-site was false, as I had to park half a mile away. The lack of adequate Wi-Fi and daily housekeeping further added to my dissatisfaction. I have documented the room's condition with 25 photos for reference. I request an immediate full refund for this unacceptable experience and urge Agoda to cease advertising rooms at this location until improvements are made. Sincerely, B. C.

Hello, I reserved a hotel in Nice called Hotel Star at 14 Rue Biscarra. It seems that I was charged twice for €90.90 each. When I booked, I requested a single room for one person, but upon arrival, I was offered a double room. The owner was unable to reach you for clarification. I paid at the reception as agreed and the hotel was supposed to follow up with you. I tried to contact the hotel this morning, but they were unavailable. Have they reached out to you? I am unsure what steps to take for a refund. Sincerely, Chantal Gola. Please, do not hesitate to contact me at [redacted] Thank you.

I arrived at Pestana Tropica in Praia, Cape Verde at 1:30 am yesterday. The hotel staff informed us that the room we booked through Agoda, a double executive sea view with a balcony, was not available. They mentioned it was actually an executive suite. This discrepancy has caused a great deal of stress as we have had to change rooms three times within less than 24 hours. The hotel staff has been trying to assist us, but the issue seems to be with the information provided by Agoda. I have been a loyal customer of Agoda for many years, but this experience has left me feeling very disappointed and upset. I hope this matter can be resolved promptly to prevent such incidents from happening to other guests in the future. - Claire S.

Dear Agoda Team, I used the email address [redacted] to register, and my contact number is [redacted]. I made a booking at "Munnar Majestic Resort" on Anachal-Kunchithanny Road, Kunchithanny, Munnar, Kerala, India [redacted]. My booking ID is [redacted]45, done through your mobile app. I paid with a debit card, received confirmation, but upon arrival, the resort claimed to be fully booked. Their reception advised contacting Agoda since they had informed you about the full booking. I tried calling customer service but received no assistance. I am requesting a refund of my payment totaling 10,[redacted].16/-. I have attached a payment screenshot with the booking ID for your reference. I appreciate your prompt attention to this matter and request a swift resolution.

Hello, my name is Sivaguru. I made a hotel reservation for GLO Sentral Hotel Brickfield in Kuala Lumpur through Agoda for May 25, [redacted], for a two-night stay from May 27 to May 29, [redacted], at a rate of RM220.50. I received a confirmation email with ID number [redacted]81. Upon arrival at 9:30 pm on the 27th with my family, the receptionist Priya informed me that there were no available rooms as they were fully booked. Despite showing my reservation details from May 25, she claimed not to have received any email and couldn't provide a room, leaving my family waiting outside. Priya suggested I call customer service, which was frustrating given the situation. I had traveled 300km from Perak to Kuala Lumpur, only to find the hotel still under renovation without any effort from Agoda to ensure the hotel's readiness. After searching, I found an alternative nearby hotel in Kuala Lumpur, though at a higher cost. I am disappointed with this experience and would like a refund as the hotel failed to honor my reservation.

I reserved a room at Capitol O Milost hotel for 2 nights from May 20, [redacted], to May 22, [redacted]. Upon arrival after a long journey, the receptionist refused check-in, claiming the property was fully booked. Despite having made full payment in advance, my room was given away because I arrived late. I was not contacted for a confirmation, a standard practice, and found myself without accommodation late at night with my baby. With the help of a taxi driver, I secured a room at Mount Conifer Suites near Rink Mall. I request reimbursement for the cost of this new booking for 2 nights. Your prompt attention to this matter is appreciated to maintain a positive customer experience.

Last week, on the 25th of May, I made a booking for a room priced at £[redacted].00 on the Agoda website. The intended dates were from the 31st of May to the 2nd of June. Regrettably, I mistakenly booked it for the 3rd to the 5th of June. Realizing my error upon receiving the confirmation, I promptly cancelled the reservation at 21.23, just 39 minutes later. Although it was a non-refundable booking, I hoped for a refund due to the clear mistake made. In my rush, I also messaged the property requesting a waiver of the cancellation fee through the Agoda website. Despite the website advising a 48-hour response time, I received no reply. I reached out to the property directly this morning but was informed that without prior communication before the cancellation, they were unable to assist. This situation is particularly disappointing as we planned to celebrate my mother-in-law's 90th birthday on the 5th of June and cannot modify the dates. Thank you for your understanding. Sincerely, Lucy Carrick.

I booked a hotel in America with Okuda for 14 days on the PriceLine website under trip no.[redacted]5. The booking was for the Embassy Suites Hilton in Irvine, California from June 27, [redacted], to July 11, [redacted]. I paid the full amount for the 14-day stay using my Visa card, ending in [redacted], a total of $[redacted]. The amount was deducted from the card, but I did not receive a booking confirmation within 10 minutes. I then used another Visa card, ending in [redacted], and again the same amount of $[redacted] was charged. I ended up paying the full amount twice, totaling $[redacted] for the same reservation. My contact number is [redacted] in Saudi Arabia and [redacted] in the USA.

Booking number: [redacted]79 I booked a room for 27/05/[redacted] at Petit Fossard (check my account: [redacted]). After paying with my credit card, I received a confirmation email from you. However, the hotel informed me that the reserved room was no longer available and I should cancel. They supposedly sent you an email regarding this matter, which you failed to forward to me. Consequently, when I called the hotel at 10 PM on 27/05 to notify them of our late arrival, the receptionist said no room was available and claimed to have informed you. I demand an immediate full refund of €40.96 as my bank account was charged for a room we were unaware had become unavailable. Your lack of communication put us in a difficult situation, forcing us to urgently find alternative accommodation. Your failure to notify us of the unavailability of the room is unacceptable. We faced embarrassment and were charged for a room we couldn't cancel. I expect a prompt refund. Marie T.

Hello, I recently made a booking for an apartment in Punta Cana for four people and have already paid for it. However, I haven't received any email containing the exact address and instructions for the apartment. I have tried reaching out via email to both the listed contact and the apartment owner, but unfortunately have not received a response. The map provided in the ad was inaccurate, leading to difficulties in locating the apartment. Due to this inconvenience, we had to secure alternative accommodations for the night. I kindly request a refund for the amount paid for the apartment. I have attached a detailed reservation for your reference. Thank you in advance. Regards, SS House ([redacted] m²), 2 bedrooms and 2 private bathrooms in Pueblo Bavaro (Golden bear Juanillo Beach with balcony + mini pool) Calle Los Jazmines, [redacted] Punta Cana, Dominican Republic - Show on map Check-in Instructions: Check-in instructions will be available at least 3 days before check-in. Booking Number: [redacted] Check-in: 10 Apr. 22 - 15:00 Check-out: 11 Apr. 22 - 12:00 Room: 1 Total Price: CHF [redacted].80 (Includes Taxes and Fees: CHF 18.30) Payment Details: Cardholder: Sladjana Setencic Card Type: Visa Card Number: xxxx-xxxx-xxxx

Booking ID [redacted] Hello, I would like to share my experience at the Thavorn hotel for our recent stay. Unfortunately, the hotel did not meet our expectations. We were disappointed to find out that the kids club was closed, which was not communicated prior to booking. Additionally, only one restaurant was operational, with no prior notice about the closure of others. The room service lacked basic amenities like ice buckets, serving ice in plastic bags. The breakfast buffet was limited, and items like sausages were unavailable 30 minutes before closing. Moreover, there was a concerning burning smell and smoke outside our room late at night on the third night. Due to these issues, we kindly request to check out on either Saturday, 4th June, or Sunday, 5th June, without seeking a refund. Instead, we ask for an Agoda credit to book an alternative hotel for the remaining days of our stay. The current experience falls short of a typical Thai resort, and we seek your assistance in providing us with the credit. Thank you for your understanding. Regards, Pushpanjali

Subject: Urgent Refund Request for Booking at Varca Palms Goa Hello, I am Kanti Lal Jain, and I would like to bring to your attention an urgent matter regarding a booking I made through Agoda on 27/28th May [redacted] at Varca Palms Goa. Due to unforeseen circumstances with a relative's event being relocated to Mysore, we had to cancel our reservation on the same day. I have promptly informed both Agoda and the property about the cancellation and have been advised by the property to contact you directly to process the refund. Despite my daily follow-ups, I am unable to initiate a chat with customer service on the website. As a middle-class family, it is crucial for us to recover this amount promptly to secure alternative accommodations. I seek your assistance in confirming the cancellation and facilitating the refund, especially since the property is willing to cooperate, as evidenced in the attached conversation screenshot. Your swift action on this matter would be greatly appreciated. Thank you for your attention.

I have made three reservations but have not used any of them. I am requesting a refund as soon as possible because I have spent my entire salary on these bookings which I couldn't attend. It feels unfair and unjust. The first reservation is for the Convention Centre and Royal Suites Hotel with Booking ID: [redacted]49. The second reservation is for Inn and Go Kuwait Plaza with Booking ID: [redacted]95. The third reservation is for Carlton Tower Hotel with Booking ID: [redacted]81. I am quite upset about this situation and hope for a prompt resolution. It's not just a matter of inconvenience but a serious financial loss for me and my family. I urge you to process the refund quickly or else I will have to take further action.

Hi, I recently stayed at Corbigoe Hotel and would like to report some issues with my experience. Upon arrival, I had to wait for my room to be prepared, but when I finally got in, I was shocked by the state of the room. There were dirty walls, bed sheets, and mattresses, along with windows missing handles and covered in mold. The shower was dirty, furniture scratched, and the room had a lot of dust and dirt on the radiators. Additionally, there was a loud party in the hotel with music playing late into the evening, and a strong smell of weed permeated the place. I had to lay on my own towel from home as I didn't feel comfortable using the hotel bedding. I would like to request a partial refund of at least 50% and I'm willing to provide photos as evidence. Thank you, Danielle

I had a disappointing experience during my stay at NobelDEN in Lower East Side, New York. Spending $515AUD, expecting a four-star hotel, I was let down. The lobby was unattended, and check-in took too long. The rooms were not four-star quality, but more like serviced apartments. I heard noises from the neighbors through the thin walls. I expressed my concerns to Yousef at the front desk, who was impolite. Despite contacting Agoda and speaking with Angel, no resolution was reached. I feel misled and dissatisfied. This was not the luxury experience I expected. I regret choosing NobelDEN over other options, and I will not be using Agoda again. My experience at the hotel was subpar, and I am seeking a refund for this unpleasant stay.

I feel deceived by Agoda as they charged me SGD [redacted] for a two-night stay at Setia Inn from June 4th to 6th, equivalent to RM $[redacted]. The room is extremely small with no wardrobe or shampoo, and the air conditioning doesn't work well, making it uncomfortably stuffy. I was left with just one room key, forcing me to wait up until 2 am to let my son in after a late business meeting. It's disappointing that my friend paid only RM [redacted] per night and $[redacted] for two nights by booking the same room directly with the hotel. Agoda's pricing seems unjustifiably high. I demand a written explanation before turning to social media with evidence of my invoice compared to my friend's direct booking receipt. Agoda's alleged discounts appear misleading, masking excessive charges that feel exploitative to loyal customers.

I'm writing regarding Booking ID [redacted]87. I paid for my stay at The Prince Rupert with my card after leaving a different hotel my disabled husband and I found unsuitable. Upon arrival, the receptionist informed me they had not received my booking through Agoda. I had to pay £[redacted] for the room to secure a place to stay. Shortly after this, I received an email from Agoda stating they couldn't book the hotel and it may take up to 30 days for a refund. This caused us extreme stress and ruined our plans, as we had pre-booked activities for my birthday trip. I later discovered my bank had rejected Agoda's payment request, making it unnecessary for me to pay twice. I am seeking a refund of £66, the difference between the Agoda booking cost and what I had to pay the hotel directly. This experience has been frustrating, and I hope to resolve this matter without further complications.

I recently stayed at Oakwood Manor Lodge in Mangere, Auckland on the 16th of April. The person who picked me up from the airport was not helpful. Despite the motel claiming to have food, there was none available. Additionally, there were intoxicated individuals loitering around, prompting concerns about safety. I was informed there was a nearby KFC, but being familiar with the area, I knew it wasn't a viable option. The room was unclean with cockroaches present, and in the morning, there was no hot water. Coming from Australia, the lack of proper facilities was disappointing. The property is run-down and should be removed from your listings. As a former ANZ staff member with extensive travel experience, I believe this was one of the worst accommodations I've encountered. I am not seeking a refund but rather bringing this to your attention for necessary action. Thank you, Vicki W.