Agoda Customer Service Issues

I reserved a room for two days from 07.09.[redacted] to 09.09.[redacted], but due to unforeseen circumstances, I couldn't make it. I tested positive for COVID-19 on the 6th and couldn't check in. They canceled my booking, but I'm worried if I'll still be charged for the reservation despite not using the service because of a valid reason. I would appreciate your help with this matter. Thank you.

The hotel room did not match the description provided. Instead of a seaview, it overlooked an opposite house in a narrow alley. I have photos to prove it. Additionally, the hotel appeared to be understaffed, with few employees present upon our arrival. Suspicious individuals without rooms were wandering through the unmonitored premises, compromising guest safety. Due to the inaccurate room description and lack of security, we had to find and pay for alternative lodging for the night. We are requesting a refund for the night we were unable to stay at the hotel.

I stayed at Bali Rich Luxury Villas in Seminyak and unfortunately, the condition of the villa was extremely disappointing. We only needed it for 7 hours, but during that time we experienced numerous issues. The shower did not work, the air conditioning was faulty, there were drainage problems in the washbasins, the bed linen was dirty, mosquito nets were unclean and falling apart, the pool had missing and broken tiles, and there was a layer of slime on the pool water. Inside, we encountered mold on the walls, cobwebs, and wood cabinets that were rotting and swollen from dampness. The bathroom was unpleasant with yellow-green slime mold, and the doors were hard to open. The overall experience was so dreadful that we chose to stay outside by the pool rather than in the room. I acknowledge that the reservation was non-refundable, but I felt compelled to share this feedback with Agoda to prevent others from having a similar experience. Please consider looking at TripAdvisor reviews for further validation. Thank you.

Yesterday, I encountered issues with my hotel booking at Showboat Atlantic City using your services. Despite an hour-long call with customer service, the hotel could not find my reservation. Frustrated by the lack of progress, I opted to cancel due to problems with your third-party provider. I received an email asking about my stay today, but I still await confirmation of my refund. I seek regular updates on the refund process and improved communication regarding this matter. If necessary, I am prepared to consider legal recourse. Thank you for your attention to this matter.

Beste, Voordat ik mijn reservering bij Hotel Lara Beach Homes maakte, heb ik contact opgenomen met het hotel om te verifiëren of het toegankelijk is voor rolstoelgebruikers, aangezien ik zelf een rolstoel gebruik. Bij aankomst bleek dat de familiekamer die we hadden geboekt niet toegankelijk was. Het personeel verwees ons naar een ander hotel, Tourist Hotel Antalya, en zeiden dat het een van hun hotels was. Omdat het al laat was, zijn we meteen gaan slapen. De volgende ochtend bleek ook deze kamer niet rolstoeltoegankelijk te zijn, omdat ik niet door de deur kon om de badkamer te bereiken. We hebben dit gemeld bij de medewerker bij de receptie. We zijn overeengekomen dat we voor één nacht zouden betalen en dat hij de restitutie voor de overige 3 nachten met Lara Beach Homes zou regelen. Wanneer ik nu bel om de stand van zaken te controleren bij Lara Beach Homes, lijken ze van niets meer te weten. Hoe kan dit worden opgelost? Alvast bedankt. Met vriendelijke groeten, Dovud I.

Subject: Adjustment Request for Booking #[redacted]06 at Canalis Hotel in Bangkok, Thailand I made this booking back in April under Thailand's "Test and Go" program, which is no longer in place. The original cost of $[redacted].02 included airport pickup, PCR, and ATK tests. Today, the same one-night stay is priced at $27. I understand that my booking cannot be modified. Given that the initial services are no longer required, I kindly ask for the hotel's understanding. Although the booking is non-modifiable, I would like to extend my stay to three nights from September 27th to 30th. I am seeking the hotel's consideration in providing the additional two nights without extra charges beyond the initial $[redacted].02. Thank you for your attention, Graham S.

Dear Sir, I am writing in reference to Booking ID – [redacted]25 for 4 rooms reserved from the 17th to the 18th. We paid online Rs.[redacted]/- for the booking. Unfortunately, we had to cancel the trip and did so yesterday morning, 12.09.[redacted], which was 6 days prior to the arrival date as per your policy of requiring 7 days for a refund. However, we have not yet received the refund. I need to reimburse others and cannot bear this cost alone. I had an unexpected emergency on the 11th and canceled the room then. As loyal customers of Agoda, we plan to postpone our trip and book with you in the future. I kindly request your assistance in processing the refund promptly. Thank you for your attention to this matter. Best Regards, Sangeetha T

When attempting to book the Relax Inn Hotel in St. Paul's Bay, Malta for today, 14/09/[redacted], I received a message saying it was no longer available. They suggested alternative motels in the area. I didn't enter my credit card details or confirm the booking. Due to this, I made the reservation on booking.com. Upon arrival at the hotel, they inquired if I had booked two rooms. I clarified it was for two people only. I was asked to contact Agoda to cancel the booking as they had already processed my direct booking through booking.com. I would like to request the cancellation of my booking and a refund to my credit card. I'm frustrated as this has happened multiple times when booking through Agoda, showing rooms as unavailable. However, when using a different provider, like booking.com, it goes smoothly. Sincerely, J. Attard

Subject: Your Agoda Booking Confirmation for Albury Paddlesteamer Motel Dear Paddle, I am writing to confirm your reservation at Albury Paddlesteamer Motel in Albury. The booking ID is [redacted]46. Check-in is scheduled for September 16, [redacted], and check-out for September 17, [redacted]. The room type is a Deluxe Twin Room for 2 adults. The rate is AUD [redacted].68 per night. Please ensure you have the necessary details for check-in, including a valid photo ID. For any questions or assistance, you can contact the Agoda Hotline at (61) 2 8[redacted] or email [redacted] Thank you for choosing Agoda for your reservation. Best regards, Shaun N.

I stayed at Delmon Hotel last night, and I encountered several issues with the room they provided. The spa room we were given had a Moroccan bathroom, which was not what was advertised online. Additionally, there was no telephone in the room, and despite requesting a large bed, we were given two single beds instead. When we addressed our concerns with the hotel reception, they claimed it was the only room available, despite walk-in guests receiving rooms. Many other customers were also complaining about their accommodations. We decided to leave due to the unsatisfactory service and lack of resolution from the receptionist. I am exhausted from traveling, and I hope the hotel can be removed from your site to prevent others from being deceived by their misleading posts and photos.

Before our arrival, I made specific requests for a large bed and a room with a view, along with a walk-in shower. The hotel staff assured me it would be noted on our reservation. Unfortunately, upon checking in, we were disappointed by the service. The room we received did not meet our expectations for an Executive room. The shower was over a slanted bath with missing or dirty grout, our room faced a noisy street, and the bed was uncomfortably hard. Despite informing the hotel of our concerns, it took a poor night's sleep and multiple interactions with indifferent staff before any action was taken. The breakfast service was also lacking, with slow service and missing orders. Despite requesting a new room, we were told none were available, even though online booking platforms showed otherwise. The hotel's refusal to accommodate our requests or provide alternative arrangements left us feeling frustrated and seeking assistance.

On 17/09/[redacted], we encountered an issue with our booked stay at "Richmond Road Guest House" in Cardiff through Agoda (reference: [redacted]). The property did not match the website's photos. The conditions were unacceptable, violating the Consumer Rights Act, which mandates clean, safe accommodations. We expect properties to be as described. Richmond Road Guest House fails in safety and cleanliness, posing risks to guests. The property displays peeling walls, stains, broken furniture, dirty bedding, mold, and dampness. Essential amenities like soap and towels were missing. It also had broken locks, evidence of rat poison, unsanitary items, drug-related activity, and noise disturbances. We demand a full refund, including the deposit, and the removal of the misleading online advertisement. Photos have been taken as proof.

Subject: Issue with Booking Confirmation #: [redacted]01 Check-in on Sunday, September 18, [redacted] Dear team, I must express my dissatisfaction with the booking confirmation process, as it has led to an unexpected situation upon check-in. The hotel is requesting additional payment, stating that the rate reserved was only 50 RM per night whereas their standard rate is [redacted] RM per night. This discrepancy has caused inconvenience and financial strain for my clients, who were exhausted from their overnight journey and reluctantly paid the extra amount to secure a room for the night. They have urged me to seek a full refund from the booking platform, Agoda, to rectify this issue. As a travel agent, maintaining the trust and confidentiality of my rates is paramount. I have encountered numerous bookings without such complications in the past, making this incident particularly frustrating. The transparency of information provided to my clients by the hotel has damaged the professional relationship I strive to uphold. Please address this matter promptly, as my clients are rightfully seeking reimbursement for the excess charges incurred. I trust that you will investigate and resolve this issue to prevent any further financial setbacks for my agency. Sincerely, Muhammad Usman Airbook Travel and Tours (pvt) Ltd

I recently stayed at Vijay Elanza in Coimbatore from September 17th to 19th, [redacted], which I booked through Booking.com (Booking ID: [redacted]). I wanted to extend my stay for two more days but found no availability on Booking.com. However, I noticed that Agoda had rooms available for the same dates at a higher price. When I approached the hotel reception directly, they mentioned all rooms were booked, despite Agoda showing availability. Subsequently, I tried booking via Agoda and after a few network issues, successfully completed the booking for September 19th to 21st, [redacted], with INR [redacted] debited from my card (Booking ID: [redacted]13). Shortly after, I received a notification from the app stating that I had cancelled the booking, which I did not do. I attempted to contact Agoda's customer support at [redacted] but was unable to reach them. I am looking for assistance and if there is an alternate contact number for Agoda, please let me know. Thank you, Ayaz [redacted] Mobile: +[redacted]22

After making a payment and receiving a booking confirmation for the Marina Apartment, I was shocked to find out it was a scam when the property owner sent an email stating there was a double booking and they couldn't honor my reservation. The communication suddenly stopped, and I realized my money was stolen. I have tried to reach out to them through phone and email to no avail. This is a serious issue, and I will be reporting it to the Dubai Police and sharing it on social media. I demand an immediate refund and urge the authorities to take action against this scammer. Booking Details: Accommodation: Marina Apartment Booking ID: [redacted]07 Date: September 18 Time: 7:05 PM

I recently booked a property in Dubai Marina through Agoda with Booking ID [redacted]07. After receiving a confirmation, I was informed about a double booking for a later date and that my original booking would be canceled. Unfortunately, I still haven't been provided with the exact location of the property. The individual's contact number for the apartment has blocked my colleague and me on WhatsApp, and is not responding to calls or emails. It's clear that this listing is fraudulent, targeting a sought-after location in Dubai Marina to deceive people. It's important to report this scam to the Dubai Authorities and secure a refund promptly. I intend to contact the Dubai Police Authorities regarding this matter, as this situation is unacceptable. Please reach out to me urgently.

I made a reservation for a property in Dubai Marina with Booking ID [redacted]07. After receiving confirmation, I was informed of a double booking for a later date, causing my reservation to be canceled. The property location was not specified in the original confirmation. The contact number provided has blocked me and is unresponsive, leading me to suspect a fraudulent listing targeting individuals in Dubai Marina. I am unable to reach Agoda for assistance. I believe this situation is a scam and will report it to Dubai Authorities. I urgently request a refund and seek resolution promptly.

I, M.J. from Sri Lanka, made an online reservation at Hunasfalls Hotel in Kandy for September 18-19, [redacted], through AGODA Company Pte Ltd on September 17, [redacted], at 21:36 (Sri Lankan time). Booking Details: Check-in: Sunday, September 18, [redacted] Check-out: Monday, September 19, [redacted] Stay: 1 night, 2 rooms, 4 adults Payment Details: Amount: USD [redacted].56 via HSBC, Sri Lanka I was charged USD [redacted].56, which includes room charges and gala dinner fees for Christmas and New Year's Eve. Since these services weren't available during my stay, I kindly request a refund of USD [redacted] for the unutilized dinners to be processed to my HSBC account in Sri Lanka promptly. I have attached all relevant documents for your reference. Kindly liaise with Hunasfalls Hotel to confirm this matter.

Hello, I recently made a booking for 2 rooms, each with 2 adults and 1 extra bed for 2 kids aged 9 and 12 on September 20, [redacted]. However, the receipt shows a booking for 5 adults and only 1 extra bed for 2 days instead of the 2 extra beds needed for 2 days. I contacted the hotel, and they mentioned they only received a booking for 5 people. I have been looking for Agoda customer support but haven't been able to find a phone number. I have attached screenshots of the booking confirmation and the details I provided during booking for reference. The booking ID is [redacted]13, and my member ID is [redacted]65. Thank you.

Subject: Regarding Cancellation No. [redacted] Dear Sir/Madam, I recently attempted to cancel one room from my booking due to unforeseen circumstances. Unfortunately, the system ended up cancelling my entire reservation instead of just adjusting one room. Ideally, I only need one room for myself and my wife, as our friends had to cancel their trip to Bali due to a family emergency. I kindly request that the cost of the room be adjusted to match the rate at the time of my original booking. I encountered significant difficulty navigating your website to make this change, which has left me quite frustrated. Despite reaching out to the resort directly, I was informed that modifications must be handled through Agoda. Moreover, attempting to resolve this over the phone incurred unexpected costs. I would appreciate your assistance in rectifying this situation promptly. Thank you for your attention to this matter. Sincerely, Julian F.