Agoda Customer Service Issues

My name is Yukun We, and my booking number is [redacted]29. I made a reservation for a hotel in Gold Coast, Australia through Agoda for September 25 to September 27 at 3 am on September 23. The website clearly states free cancellation, allowing me to cancel until September 24. I booked based on this policy. However, my travel plans changed, leading me to cancel on September 23 at 3:30 a.m. Despite this, I received a text stating I owed $[redacted] for that day’s room rate. This seems unfair as Agoda's page still shows "free cancellation." It's deceptive to charge me for one day when I canceled before the deadline.

My spouse and I made a reservation through your website #[redacted]18 under the name Philippe Bourgeois for a stay at Le Concorde Hotel in Quebec City to celebrate my birthday. Unfortunately, our experience was extremely disappointing. Upon arrival, our room was not prepared, and even after returning later, it was still not cleaned. Despite paying extra for two queen beds and parking, the hotel initially denied these amenities. After showing our reservation that clearly stated our requests, we were eventually provided with the proper room setup and parking. However, upon using the facilities, we encountered significant hygiene issues. The bathtub was filled with hair and grime, there was mold on the tiles, and dust was prevalent throughout the room, triggering serious health concerns for my wife who suffers from severe allergies. Despite our request for a different room, none were available. We spoke with the Director General, Katia Beaulieu, who acknowledged the poor conditions and promised a refund, instructing us to reach out to your team for verification. Our communication with your customer service has been difficult, and we urge for a prompt resolution and refund. Katia Beaulieu can be reached at [redacted] or [redacted]

To whom this may concern, I hold a membership with Agoda and recently made a booking at the MÖVENPICK HOTEL AUCKLAND in New Zealand under the name Yonghoon Jung. Due to unforeseen circumstances, I am unable to make my scheduled trip. My booking ID is [redacted]53, and my member ID is [redacted]6. I am uncertain if my booking is non-refundable. Several years ago, I contacted your team through a Korean language telephone number, which I am unable to locate now. I kindly request assistance with either a refund for my hotel reservation or a credit for future use. I eagerly await your prompt response. Thank you for your attention to this matter. Sincerely, Jung

From: M. Flury Sent: Saturday, September 17, [redacted] at 10:51 PM To: [redacted] Subject: FW: Hotel charged my card even though Agoda paid Still no response from Agoda, awaiting assistance. Best regards, M. Flury ________________________ From: M. Flury Sent: Wednesday, September 14, [redacted] at 12:26 PM To: [redacted] Subject: Hotel charged me after Agoda payment Hotel Aviacion in Valencia, Spain refused the room paid by Agoda for [redacted].22 Thb and demanded an additional [redacted].49 Thb or 46.88€, behaving inappropriately. Reporting to the police was not possible. Please investigate and refund the amount. Overall, pleased with Agoda's service during our European trip. Thank you, M. Flury

My name is Xiomara Diaz Torres, and my reservation number is [redacted]10. I booked a room at Wyndham Orlando Resort & Conference Center on [redacted] Maingate Lane, Orlando, Florida, from October 4 to 11, [redacted], for 2 guests in a King bed. I initially canceled due to the hurricane in Puerto Rico but now need to reinstate my reservation. If the same hotel is not available, any nearby location between MCO airport and Ocoee would be suitable. I have already been charged on my Discover credit card. Thank you for your assistance in resolving this urgency.

Dear Sir/Madam, I hope this message finds you well. I am reaching out to request assistance with a refund payment issue related to my booking. I recently noticed that I was double charged for my upcoming stay at Jesselton Quay by Pinstay (Santorini Suites) in Kota Kinabalu, Sabah. My booking ID is [redacted]25, and I am scheduled to stay from 28th to 29th September [redacted]. I made an amendment to my reservation on 24th September [redacted] to rectify the situation promptly. Initially, my total payment for the booking from 27th to 29th September [redacted] amounted to MYR360.22. However, my current booking is now showing a charge of only MYR182.45. I am puzzled by why Agoda has retained the higher amount despite the adjustment. I kindly ask for your assistance in expediting the refund process as waiting 5-10 or even 30 days for resolution appears rather prolonged. I have already reached out to my bank regarding this matter. I am aware that some guests have had their issues resolved promptly with Agoda's help, and I hope for a similar swift resolution in my case. The urgency stems from other bill payments needed this month, and this stay is crucial for work purposes. Thank you for your attention to this matter.

The photos on the website do not match reality! Unsanitary conditions, sticky floors, smoking in the room, dirty bathroom! I paid for the stay! Money gone! Entered the room and left after 15 minutes! Allergic! Night! In a foreign country and city! They said they wouldn't refund the money, asked to contact the director the next day; they didn't give the director's phone, only an email address! No response! At night, I was looking for a hotel in Paris to stay overnight! The hotel is terrible! Everything is very dirty and smells! I want a refund! I understand they may charge for one night! Although I was not there at all! But I agree, I understand! There was a reservation! But for the remaining days, I would like a refund as it was booked. From September 26, [redacted], to October 1, [redacted]! Very disappointed! Paris and such filth in the hotel! It was shocking! It's my daughter who flew to a fashion show in Paris and found herself in such a situation at night, the choice was to suffocate and risk health or leave and find another hotel! The hotel was booked for one person for Angelina I.

I attempted to make a reservation at U Chiangmai hotel in Thailand using my daughter's credit card on my computer. Due to a delay in the UK bank payment approval app, three payments were processed on the Agoda site. I mistakenly assumed the initial payment had not gone through and attempted the booking three more times unsuccessfully. However, I later successfully booked for a different date at the same hotel. Subsequently, I noticed that three payments were taken for the same period, which I would not have intentionally canceled. The total amount charged exceeds $[redacted], and I would like a refund for the duplicate bookings since I have already made a confirmed reservation at the same hotel.

It has been several days, and Agoda has not responded to my emails, which is disrespectful. I spent around $[redacted] at this hotel but only stayed one night due to the terrible conditions. The hotel was dirty, with a filthy bathroom, black carpets, a weed and tobacco smell, holes in the walls, bugs in the bed causing skin allergies, staff language barriers, and a dangerous environment with instances of harassment and solicitation. The experience was appalling, and I felt unsafe and unwell. I am requesting a refund of $[redacted] for the unused nights. Agoda's offer of $22 in Agoda cash is unsatisfactory as my vacation is over, and I prefer a refund to my debit card. If this matter cannot be resolved promptly, I will escalate it further. Thank you, Dr. Laura G.

Hello Agoda Support Team, I'm Xiomara Diaz Torres. I paid for a reservation in Orlando, Florida from October 4-11, [redacted] at the Wyndham Orlando Resort & Conference Center Celebration Area, [redacted] Maingate Lane, Orlando, FL. Due to Hurricane Fiona in Puerto Rico, I canceled my reservation out of concern but now can travel as damage was minimal. Although other refunds were processed, the one for this reservation was not. I kindly request Agoda to honor my reservation at the same hotel or provide an alternative of similar quality and price, or refund the charged amount to my credit card. With my flight on October 4 approaching and no secure lodging in place, I seek a swift resolution. I appreciate any assistance from Agoda as I haven't been able to connect with a representative yet and feel anxious about the situation. Thank you.

Upon our arrival at the accommodation we had reserved, we encountered an inhospitable situation as there was no one present to greet us. Fortunately, another guest generously shared the contact details of the owner, and we reached out to them via WhatsApp, only to be unexpectedly blocked. Subsequently, when we attempted to call, they abruptly stated that they were at full capacity, then promptly ended the call. Despite our insistence on having a confirmed reservation and having made the payment, they callously directed us to either complain or cancel, while frustratingly, online cancellation was not an option. Therefore, I wish to file a formal complaint and request that this property, apart55, be delisted from your platform. Additionally, I am seeking a refund for the inconvenience caused. This regrettable ordeal necessitated us to hastily secure a costly alternative accommodation on the same day. Our Booking ID for the Monday, 03 October [redacted] check-in is #[redacted]39.

I would like to cancel reservation number [redacted]00 at ETiz Hotel. Today, I visited the hotel to check its amenities, location, and room conditions before my reservation date. Unfortunately, I was disappointed to discover discrepancies between the website description and the actual state of the hotel. The elevator was out of service, making it challenging for me to transport my four travel bags. Additionally, the hotel did not meet my expectations, and its remote location requiring a 10-minute walk on uneven terrain from the nearest road is inaccessible for me due to a knee injury. The lack of proper facilities, including no breakfast offered, is unsatisfactory given the amount I paid. I kindly request to cancel the reservation without any penalty, as I cannot stay in this substandard building. Your assistance in resolving this matter would be greatly appreciated.

My wife made a reservation at a hotel in Manila and was requested to provide a credit card and a copy of her driver's license. Despite my advice against sending the driver's license due to identity theft concerns, she still sent it. I am unhappy with this process and would like to discuss it with someone from your company. In all my business travels, I have never been requested to scan and send my ID with a credit card. I believe sharing this information puts her at risk of identity theft. I suggest that the ID could be presented along with the credit card upon check-in. I am now looking into my legal options as I suspect this may be a scam leading to potential ID theft.

Good evening, I booked a room at this establishment through your service. I was asked to check in online to get my room number, but when I tried, it was not possible because the room seemed to be already booked. I contacted the host via SMS, but received no response. Later, the host claimed my room was actually available, even though I couldn't access it without a code. I never used the room, yet my reservation was canceled without my doing. Thank you for your assistance and the refund. How can I leave a review? Contact Customer Service Quattro Cantoni CHECK-IN 20th Sept. Tue. CHECK-OUT 21st Sept. Wed. Quattro Cantoni Booking ID: [redacted]03 Canceled on 20th September [redacted]

Good morning. I recently returned home after a 4-night stay in Lloret de Mar booked through Agoda. My disappointment arose when, despite presenting my voucher with confirmation ID [redacted]75 for the Hotel Metropol on a half-board basis, the reception claimed no booking existed. Although the receptionist accommodated us, the rate was higher. We hope for compensation for this mishap. I also have a future booking with Agoda, ID [redacted]03 for a 4-night stay at Plaza Hotel in Mestre. Following this incident, I am hesitant about using Agoda for future bookings. I look forward to hearing from you. Thank you, H&M Mifsud. Tel. [redacted] Mob. [redacted]

Dear Reservation Team, I would like to cancel booking # [redacted]05 for 2 rooms at Lemon Tree Premier, City Centre, Pune from 3-10-[redacted] to 6-10-[redacted] for Mr. R. Dutta. Unfortunately, Mr. Dutta could not travel. The booking is partially refundable; therefore, I request the refund as per the policy. I have already notified the property before check-in time, and they directed me to contact Agoda.com for the cancellation. Thank you, A. Rawat

Upon arrival, I was informed that my booked room was not available. Despite confirming my arrival time as flexible, I was told there were no rooms for me and made to wait for over an hour at the lobby with elderly family members. Ultimately, we were given a different room and instructed to check out by noon the next day and re-check in at 2pm for the original room. No satisfactory explanation was provided for the inconvenience. The experience at check-in was disappointing and not the customer's fault. I seek a refund for this unsettling experience and lack of accommodation. While I understand if a refund for one night is not possible due to my elderly family members currently staying, I will be departing by noon tomorrow. Your prompt attention to this matter and an explanation from your end are requested. Thank you.

I experienced an issue with my reservation at Luksupa Resort on October 8, [redacted]. I did not confirm the booking on that day but discovered a charge of [redacted].00 Baht on my KTC credit card for the resort. Despite this, I did not stay at the resort or utilize any services. The resort acknowledged the cancellation and advised me to contact Agoda directly for a refund. I kindly request Agoda to assist in refunding the amount and to coordinate with KTC Bank to stop the credit card charge. The credit card used belongs to Mr. Teerad Ponsiri. Your prompt attention to this matter and assistance in cancelling the payment with KTC Bank would be greatly appreciated. Thank you for your cooperation. - Mr. Teerad Ponsiri

Upon arrival, we requested an early check-in, but no staff was available until 10:30 a.m. When we finally received a key, the staff was extremely unfriendly. The room had a faulty door lock, a loud and unsteady ceiling fan, a musty smell, and a small bed despite requesting a larger one during booking on Agoda with Booking ID [redacted]85 for the Beaconsfeild hotel. The parking lot greeted us with a car with smashed windows, making us feel unsafe. The shared bathrooms were also dirty. Due to these conditions not matching the advertised amenities, I had to find alternative accommodation and would like a refund.

I would like to refer to my booking number [redacted]80 for the Classical Homestay Keningsu for check-in on the 8th and 9th of October. When I tried to check in, I was informed that my booking through Agoda was not valid as there has been no agreement with Agoda for the past three months. Despite this, I managed to secure a room by paying in cash. I was surprised to receive an email today stating that my booking was canceled due to a no-show, and I was charged for the cancellation. I did not cancel the booking; the property informed me that my Agoda reservation was no longer valid. As I always book through Agoda, I kindly request a refund for the charged amount. Thank you for your help and understanding.