Agoda Customer Service Issues

Hello, I recently made a booking at the Pera Rose Hotel in Istanbul through Agoda. Upon arrival, they informed me that they did not have my reservation and directed me to a subpar alternative. The new hotel provided was dirty with tiny rooms and a disgustingly unclean bathroom. I have photographic evidence of these conditions. I am baffled by the mix-up with my reservation. I am hoping to receive a refund since I did not stay at the original hotel I paid for. I refuse to continue my stay at this unpleasant location. Thank you for your help.

Hello, my name is Idil. I made a booking on 3rd May [redacted] for a property with a check-in date of 5th May [redacted]. I received a confirmation code from Agoda with booking number [redacted]17 under the account holder name Efa Lini Gee. Unfortunately, I was scammed by the property as they claimed it was already sold out to others while still taking my payment and refusing to refund me. I reported this to Agoda on 5th May [redacted] and was informed via my wife's email ([redacted]) that my refund of USD123.66 was approved and would be transferred to my bank account within a few weeks. However, it has been one month and two weeks, and I have not received the refund yet. I kindly request a prompt response upon reviewing my report. Thank you.

I am reaching out concerning the Nishat By BOHO booking I made for a Standard Double Room for 2 Adults on June 15, [redacted], with an arrival on June 18, [redacted], and departure on June 21, [redacted], through the Agoda website. Unfortunately, due to a medical emergency, I am unable to proceed with the trip. I would like to cancel the booking due to these unavoidable circumstances. The booking details are as follows: Booking ID: [redacted]93 Member ID: [redacted]50 Name: Y. Sharma Phone: [redacted] I kindly request a refund of the original payment. Please acknowledge the receipt of this request and provide an update on the refund status promptly. Thank you.

I made a reservation at the Hammonds Park Guest House in Tenby, UK through Agoda (Booking ID: #[redacted]05) for a stay from June 12th to 14th, [redacted]. My husband and I checked out at 10am on June 14th. On June 16th, at 12:43pm local UK time, my bank notified me of a [redacted].50 GBP charge on my card. Shortly after, at 1:01pm local UK time, I received an email From Agoda requesting payment for damages (Payment request – Booking [redacted]). Upon checkout, we were told by the staff to simply leave the key on the counter without inspecting the room. Two days later, we were accused of damaging the bath tub and charged for it. Despite contacting the guest house, they claimed there was a crack in the tub, which we are certain we did not cause. It is frustrating to be charged for damages we did not incur after leaving the property. I kindly request a prompt investigation into this matter by your team.

I am writing to share a distressing experience I had at one of your guesthouses. From May 17th to May 19th, I stayed at the “Friendly Guesthouse” in Kutaisi on Dombadze Street 9 with three friends, all from Germany. While our hosts, Zaza Zamtaradze and Tanya Nedozhdiy, initially seemed friendly, the situation took a dark turn. After returning for an additional stay, disturbing events unfolded. Tanya reached out for help due to an abusive situation with Zaza, ultimately culminating in him burning my belongings and issuing threats. I am deeply shaken by these events and do not believe individuals like them should be operating a guesthouse. My luggage, containing items worth approximately [redacted] Euros, was destroyed, including climbing shoes, clothing, and sentimental gifts. I have reported the incident to the Georgian authorities, but I am now seeking your assistance and clarity on the process for addressing such serious matters. I hope for a prompt response and action on this matter to prevent others from facing similar distress. Regards, Pia Marlene Erzigkeit

I apologize for the inconvenience. I recently made a reservation for a hotel on booking.com, but unfortunately, I mistakenly booked the wrong dates. I had intended to book for 23 June-25 June, but instead, I booked for 23 July-25 July. The website states that the booking is non-refundable. I have contacted the hotel, and they advised me to reach out to the booking agency directly. I am hoping for some leniency regarding this matter. I regret my error as an 18-year-old trying to book this hotel, and I am aware of the impact this may have. My mother would be very upset if this booking cannot be refunded, as it involves a significant amount of money (£[redacted]). I am hopeful for some flexibility given that there is still a month before the booking dates. Thank you.

I received a notification to make a payment within 2 hours at 7-Eleven, and I promptly paid using Dragonpay. However, shortly after, I was informed not to proceed with the payment as my reservation had been canceled. I am seeking clarification on when and how I will receive a refund for this. The reservation details are as follows: Reservation Number [redacted]77 for a room at RedDoorz @ Arimbay Legazpi City, with a check-in date of June 24, [redacted], and a check-out date of June 28, [redacted]. I understand the room I reserved is no longer available, and I am advised to make a new reservation instead.

Subject: Refund Request for Booking ID [redacted]25 Dear OYO Support Team, I am contacting you regarding my recent booking at OYO [redacted] HOTEL PR CHANDIGARH with Booking ID [redacted]25. My name is Dr. Dau Dayal, and I had reserved the hotel for a stay from the 18th to the 19th of June [redacted] in Chandigarh, India. As per Agoda's policy, I was eligible for a free cancellation until 11:59 PM on the 17th of June. On the 17th of June, before the deadline, I attempted to cancel my booking through the "my booking page" on your website. Unfortunately, I encountered a technical issue that prevented me from completing the cancellation. Following OYO's advice, I reached out to Agoda via the chat box on my booking page to request a cancellation, which I have attached as proof in a screenshot. To date, I have not received a refund for this cancellation. I kindly request that you process a full refund for my booking. I am perplexed by the malfunction of the cancellation feature on your platform and hope for a swift resolution to this matter. Thank you for your attention to this issue. Sincerely, Dr. Dau Dayal Booking ID [redacted]25 Email: [redacted] Mobile: 91-[redacted]

Subject: Reimbursement Request for Booking ID[redacted]63 Dear Agoda Team, I wish to address the issues I encountered during my recent booking at Hotel Rhodannenbarg AG through Agoda, which resulted in unexpected charges for an additional person. Despite booking a room for a couple, the email confirmation stated a single occupancy, leading to the hotel demanding a higher fee upon check-in. I am an Agoda VIP member and was offered a special rate of CHf143 for the room, inclusive of tax and breakfast. However, I was forced to pay CHf196.80 due to the miscommunication between Agoda and the hotel. Despite numerous attempts to resolve this with Agoda's customer service, the matter remained unresolved, and I had no choice but to pay the extra charges. I am requesting immediate reimbursement for the discrepancy in charges as this was not part of the original booking agreement. I have attached proof of payment, the hotel receipt, and my credit card statement for your review and prompt action. I appreciate your urgent attention to this matter. Sincerely, Tammy Wong-Kietz Agoda Gold VIP Member

I made a flight reservation with Agoda at the beginning of April. Unfortunately, the second leg of my three-flight journey was canceled by the airline on May 15th. It has now been more than a month, and Agoda has still not secured a new booking for me. The customer service I have received has been extremely poor, with generic responses and no tangible progress updates. It is frustrating to wonder how much longer they need to arrange a simple flight. Are they intentionally delaying to force customers to pay for new flights out of desperation? Their response about the lengthy refund process of 3-5 months raises suspicions of their practices. It feels like a ploy to exhaust customers until they give in and spend more money. They consistently avoid responsibility, shifting blame to an unseen "supplying partner" for delays. There is a significant lack of professionalism, ethics, and empathy towards the inconvenience caused to customers. This level of service is unacceptable and disappointing. Flight Booking ID: [redacted]17

Dear members of the Agoda platform, greetings. I am reaching out regarding a concern I have encountered at a hotel. I hold the VIP Platinum status with multiple bookings internationally through your website. I am scheduled to stay at Uzungol Apart in the Uzungol region from July 15 to July 21, [redacted]. Despite receiving a confirmed reservation from Agoda with a non-refundable deduction under reservation number [redacted]93, the hotel claims to have no record of my booking. I kindly request your prompt assistance in resolving this issue before my travel dates. Thank you for your attention. Regards, S.A.

Hello, I recently made a reservation at Aerenia Luxury Suites in Santorini through Agoda.com for [redacted] EUR. Unfortunately, upon receiving the confirmation, I discovered that the email and phone number provided for the property were both invalid. After reaching out to Agoda, I learned that the property has no record of my booking or payment, as they do not work with Agoda. Despite numerous attempts to clarify the situation with both Agoda and the property manager, I have not been able to secure a refund or resolution. Agoda continues to assert that the booking is valid, while the property denies any association with Agoda. I have extensively corresponded with Agoda and provided documentation from the property verifying the lack of a booking, but my requests have been disregarded. Any suggestions on how I should proceed would be greatly appreciated.

Dear Concerned Party, I am writing to express my extreme disappointment with the experience I had during my recent 3-night stay at Hotel North Beach booked through Agoda. Upon arrival, I encountered several issues that left me dissatisfied. The first night, I arrived late due to my flight schedule. The following morning, I discovered two deceased cockroaches near the refrigerator. Despite my reluctance, I chose not to raise the matter. However, the situation worsened when I found two live cockroaches the next day, prompting me to report the problem to the front desk. The language barrier and lack of necessary action from the staff indicated a concerning lack of professionalism. Furthermore, I experienced inadequate housekeeping services including no replenishment of essentials and unfulfilled promises of 24-hour reception and airport shuttle. The presence of bed bugs in the room was the final straw. I had no choice but to endure these conditions due to budget constraints. I seek reimbursement for the inconveniences faced during my stay. Kind regards, Yamelle G.

I reserved five rooms at Hotel Katriya in Hyderabad through Agoda.com from June 24th to June 26th. Upon arrival, we were disappointed to find dirty rooms, poorly maintained bathrooms lacking basic amenities, and exceptionally awful toilets. When we requested a room change, the reception refused and directed us to contact Agoda's customer service, which we couldn't reach from India. The misrepresented pictures on the website and lack of facilities were misleading. We had to buy our own necessities. The hotel's refusal to address our concerns ruined our trip and cost us Rs60,[redacted]. I urge action against such deceptive practices and better customer support for online bookings.

Hello, my fiancé booked a room at The View Hotel in North Sydney for our anniversary on the wrong date. We contacted the hotel right away but were initially told we couldn't change it. After multiple attempts and conflicting information, we were finally advised to contact customer support through the Agoda app. However, we couldn't find the option to change the date when we tried. The hotel responded the next morning saying we would be charged due to the late notice, which we dispute as we made several calls ahead of the check-in time. It has been frustrating trying to rectify this mistake and we hope to resolve it without being charged for the incorrect booking.

I noticed a payment of RM148.96 on my OCBC Bank credit card statement for a hotel booking through Agoda on June 25, [redacted]. However, I didn't make this booking and haven't received any confirmation email. OCBC Bank advised me to contact Agoda before proceeding with an investigation. Could you please look into this matter to identify the booking details and confirm if it was made by me? I am concerned about the lack of a confirmation email. Thank you. Sincerely, KD Email: [redacted] Phone: [redacted] Credit card last 4 digits: [redacted] (OCBC Bank) Booking Number: I have not received any confirmation for the booking.

Hello, Today we checked in at the Salim Cottage with booking reference number [redacted]61. Unfortunately, we are quite disappointed. We booked a Villa Double Room with an adjoining door for us and our daughter, but instead, we were given a regular room in the villa. After several complaints, they provided an extra bed on the floor without a mosquito net for our child, which is not ideal on the Gili Islands. Additionally, the room was not even cleaned upon arrival. While there is a kettle in the room, there were no tea or coffee supplies, nor cups or glasses for water. This situation is simply unacceptable and rude. Despite multiple attempts to address these issues, including phone calls with management, nothing has changed. We would prefer to cancel our reservation and find another accommodation or receive some form of compensation.

Booking ID # [redacted]35 Hello AGODA, I encountered an issue at check-in where the hotel receptionist denied me entry despite showing the confirmation multiple times. I have detailed evidence, including photos and a taxi driver witness, and have reached out via email to address the problem to no avail. Despite being denied entry, the payment was still processed, which is quite concerning. This incident occurred on June 26 at 4 am, while my booking was for June 25 at noon. I request a refund and an apology from the hotel for the inconvenience caused.

Upon arriving at the hotel we booked well in advance, we encountered a closed reception and inaccessible rooms due to a required entry code we hadn't been provided. Despite multiple attempts, we were unable to reach the reception by phone or receive a response through email, leaving us no choice but to seek accommodation at a neighboring hotel. Unlike guests who booked through Booking.com and received check-in instructions, we never received any from Agoda, even after checking all email folders. Additionally, while Booking.com indicated the hotel's reception closure after 3pm, this information was not provided on Agoda's site. This oversight led to undue stress and unexpected expenses, prompting a loss of faith in Agoda for future bookings. A full refund is requested for this regrettable experience.

I booked and paid for a double room with breakfast at Parkhotel by Lake Bled in Slovenia with a lake view for June 22. The hotel only offered a room facing the parking lot. A conversation with the hotel's management revealed concerning information. It appears that Agoda sells rooms with premium features (such as lake views) that the hotel does not provide to guests because Agoda did not "order"/pay for those rooms. I tried to contact Agoda by phone without success. The hotel kindly offered a complimentary dinner as compensation, even though they were not obligated to do so. Agoda's actions in this regard are, to put it mildly, outrageous!