Agoda Customer Service Issues

Hello, I am Moses Masemola. I booked a stay at Limpopo Lodge through your service for the weekend of October 8th to October 9th, [redacted]. I was informed that payment would be settled upon arrival at the property, which I did as expected. However, on Monday, October 10th, [redacted], I noticed an unauthorized deduction of R318.32 from Agida for Limpopo Lodge in my bank statement. This unexpected charge has put me in a difficult situation as I needed that money for my commute to work.

I recently made a reservation for a room with breakfast at the Best Western hotel near Amsterdam airport for an early morning flight to Los Angeles. I received an email yesterday from KLM stating my trip has been canceled. I reached out to customer service to cancel my hotel booking but did not feel confident in the process. The noise in the background of the call center was distracting, and I am unsure of its location. I am still waiting for confirmation that my cancellation request is being handled. I hope to receive written confirmation to avoid any confusion later on about the timing of my cancellation.

I encountered difficulty canceling a hotel booking through Agoda's online platform. Despite their claim of it being "easy to do," I faced obstacles including prolonged processing time and error messages stating my booking couldn't be canceled online, even though it was well before the deadline. The webpage showed no sign of malfunction, making the process frustrating and potentially deterring cancellations. After struggling to find Agoda's Customer Service email on their website, I had to resort to searching elsewhere to locate it. I reported the issue on gethuman.com and contacted Agoda, which eventually led to my booking being canceled. However, I was dissatisfied with their Customer Service's response as they seemed to downplay the seriousness of the situation and evade responsibility. Unlike other hotel reservation sites where canceling is a simple click, my experience with Agoda was cumbersome. I advise reconsidering before using Agoda for bookings in the future.

I made a reservation at the Amelia Hotel in Brisbane for Thursday, 6 October. Upon arrival, I found the hotel locked and received a message via email and phone to contact them for key access. After waiting for an hour with no response, I had to find alternate accommodation as it was getting late. To my dismay, the full payment was deducted today. When I contacted the hotel, I was informed that it's my fault for not getting in touch before 7 p.m. due to being on a plane. They are unwilling to assist or provide a refund. I find this unacceptable and request a full refund from Agoda. If not resolved, I will escalate the matter to consumer affairs and leave detailed reviews on Agoda and the hotel's site. My name is Chris Simpson.

I booked a 10-night stay at Karitka Bali Tuban from 13/10/22 to 23/10/22. However, upon arrival, I discovered it is currently a worksite with many trip hazards, making it unsuitable for elderly guests like us. The noise is unbearable, and it is impossible to stay in these conditions. The manager, Kevin Barry Christian, has approved a full refund for the 10 nights. Kindly contact me via email regarding the refund, and Kevin, the Duty Manager, at Karitka, can confirm this. I made the payment using my Commonwealth credit card, so please process the refund to that card promptly. We are greatly inconvenienced by this situation and lost a day seeking alternative safe accommodation. Your urgent attention to this matter is appreciated. - Esther L.

Hello, I have a query about my hotel reservation and cancellation. My cancellation number was from October 20th to October 24th under Lyazzat A. Also, please note that I selected the option to pay on arrival. However, I noticed that my card was charged in advance on October 10th for [redacted] AED. I discovered this today after the money had already been debited from my card. The reason for canceling was that I rebooked the Kaani Palm Beach hotel in Mafushi for the dates October 20th to October 25th, again under Lyazzat A. I kindly request a refund of the deducted amount since I have already paid for a new reservation at [redacted]69. The hotel staff advised me to address this issue to you.

I arrived at Kartika Bail on October 13, [redacted], only to find the hotel undergoing renovations with construction scaffolding and noisy work throughout. There were electrical cables posing trip hazards near water on the ground. I spoke with duty manager Kevin, who suggested an upgrade to a Seaview room, but it wasn't available until October 16, [redacted]. This did not resolve the situation, so I was offered a full refund, which couldn't be processed to my credit card immediately as the funds were still being withheld by the bank or company. I had to move to another hotel. Please assist in resolving this matter.

I booked an air ticket through your portal, but after the amount was deducted, the ticket was not issued. I received an email from your team stating that the booking was not completed and no confirmation was sent. I was informed that any charges would be refunded, and any withheld amount on my card would be canceled. It has been some time, and I have not received the refunded amount yet.

The hotel did not provide the promised free airport transfer, leading me to spend money on a taxi. The actual appearance of the hotel does not match the pictures displayed on Agoda's website. It is far from the reality advertised. This hotel falls short of being a 4-star establishment and feels more like a 2-star property. Significant portions of the hotel are under construction, one pool is unusable, and the other is poorly maintained. The breakfast served was cold and lacked flavor. The room was unclean, with ants on the bed and floor. Additionally, there was only hot water in the shower, making it impossible to shower comfortably. The level of service provided does not justify the price paid. I am requesting a full refund to be credited back to my bank account as I do not wish to stay here even for one more day. The overall experience has been terrible.

Dear Sir/Madam, I am M.F. Islam, an Agoda fan. Last month, I booked a 3-night stay from September 30th to October 3rd at OYO [redacted] Panasan Villa in Thailand. Upon arrival, the hotel had no record of my booking. I paid for one night to stay with my family. The next day, I rebooked for 2 nights, but was turned away again due to booking at a discounted rate. They demanded an extra [redacted] baht per night. I ended up paying for the same booking twice, which was a very distressing experience for me. Can you please refund me for the initial booking from September 30th to October 3rd? I am looking forward to your prompt response. Thank you.

I stayed at OYO Tazara Hotel on September 5th, [redacted], for one night. The plasterboard ceiling in the bathroom collapsed when my son was about to shower. I reported it to the front office, but no one came to check or address the issue until 1 am. I had to use my friend's bathroom instead. When I mentioned this at check-out, the staff seemed unaware and only believed me after inspecting the room again. Their apologies came late, and I left feeling frustrated due to their poor communication and lack of a contingency plan. I have yet to receive any feedback from the hotel regarding this incident.

Dear Agoda Management Team, This is my third attempt to kindly request the approval of canceling my reservation through the Agoda website with booking number [redacted]25. The booking was made by Myla Driz for October 20-27 and was paid for with a Metrobank credit card. Unfortunately, due to a personal emergency resulting in the cancellation of her flight to Bangkok, Thailand on the specified dates, she is unable to proceed with the reservation. I must stay with my family due to the passing of a loved one. I seek your understanding in waiving the cancellation fee, as the new travel dates are currently uncertain. I have submitted the validated cancellation of the airfare through Adkins Travel Agency as evidence. For verification, please contact Jovelyn Monte, the ticketing officer. I anticipate your prompt response. I am eager to stay at your hotel in the future and will recommend it to my business partners, particularly those in Thailand. Thank you, Best regards, Veronika M. Booker

I am looking to address an issue with my hotel booking at Veranda Beach Suites in Antalya, Turkey for the 19th - 26th of this month. I am concerned because the website stated that the booking includes airport transfers, but upon contacting the hotel, they informed us that they do not offer airport transfers. This has caused stress as we need to figure out how to get to the hotel. The hotel mentioned that this has been an ongoing issue with bookings made through the website. We are on a tight budget and were relying on the promised transfers. This being my first booking with the company, I hope we can resolve this matter promptly for a smooth and enjoyable stay. Thank you. Shane H.

I recently booked a room through Agoda. After receiving the confirmation, I was disappointed to find out that breakfast wasn't included. Today, I received an email requesting another credit card to secure my reservation at Apartosuites Jardines de Sabatini because the initial one couldn't be processed. This is causing me unnecessary stress as my credit card is my only means of payment, and I don't understand why it's being declined. I've been trying to contact Agoda's India number without success. I'm unsure if my booking is secure or not. Any assistance would be greatly appreciated. Thank you. - Fareda Abrar

Booking Number: 7[redacted]7 Date: Friday, September 16, [redacted], 1:41 PM Subject: Urgent Complaint Regarding Orussey Hotel Dear Agoda, I am writing to express my deep dissatisfaction with the conditions at the Orussey X Hotel. Upon arrival with my husband and family, we were met with filth, darkness (due to no electricity), and non-functioning lifts. The staff, primarily underpaid Bangladeshi individuals, seemed unaware and unhelpful. There was confusion regarding our reservation, and the individuals we encountered, Asma and Osman, appeared to be working illegally. The lack of cleanliness, safety concerns, and overall deception at this hotel are unacceptable. I demand a refund for the hotel charges promptly. I implore Agoda to investigate these serious issues at Orussey X Hotel before more customers are misled. I trust Agoda will address this matter promptly and take appropriate action. Sincerely, Sorya Thong To Agoda, Complaints Department

During the weekend of 10/14 - 10/16, my family and I stayed at the Days Inn by Wyndham hotel in Myrtle Beach, SC. The check-in process seemed normal at first, but upon arrival at our room on the 2nd floor (room [redacted]), we encountered individuals smoking weed with a concerning appearance. The hallway had a foul smell akin to heavy cigarette smoke. The room key did not work, necessitating multiple trips to the lobby for assistance. Eventually, we were moved to another room on the 1st floor (room [redacted]), which also had issues like a strange odor, dirty AC filters, and an unkempt appearance. Despite these setbacks, we decided to stay the night, only to find there was no hot water the next morning due to a broken water heater. When I raised this concern with the manager, she responded with a rude attitude, refusing to offer any compensation. This negative experience continued throughout our stay, culminating in an early checkout on Sunday due to the deteriorating conditions and the manager's poor treatment of guests. The lack of hospitality and maintenance issues at the hotel left a lasting impression, leading us to vow never to return or recommend it to others.

Subject: Refund Request for Double Payment Issue - Booking Number [redacted]79 Dear Agoda.com Customer Support, I would like to bring to your attention an issue regarding a double payment I was charged for my recent stay at the Relais Spa Val d'Europe in Paris from September 15th to 17th. Upon my arrival, I paid approximately [redacted] euros in cash at the hotel, and an additional [redacted] euros for breakfast on the day of departure. However, my partner, V.G., was also charged the total amount of [redacted].16 euros by Agoda.com when she made the reservation online and opted to pay in advance, resulting in a duplicate charge for the same stay. Despite reaching out to the hotel via email to request a bill for our stay, we did not receive a response. I kindly request your assistance in rectifying this double payment issue as it is unacceptable to be charged twice for the same accommodation. I appreciate your prompt attention to this matter and hope to receive a resolution soon. Thank you for your understanding and cooperation. Sincerely, Urbas P.

I made a reservation through your company, and I was surprised when I arrived at the hotel to find out about the unexpected deposit fee of $50. Despite my initial arrival attempt at 6:00, I couldn't check in due to the deposit issue. I tried to resolve it by 9:00, but it was unsuccessful. With the help of a friend, I managed to secure the deposit around 1:45. Unfortunately, even after paying the full deposit, $20 was deducted during check out at 10:30 due to my late check-in. The entire experience was frustrating, especially after a long wait to finally rest.

I attempted to book a room using Agoda, a service I use frequently. After providing my information, I was asked to verify it and was told to expect an email for further steps. Many hours have passed, and my request is still processing. Despite using the customer support bot, which was unhelpful, I have not received any assistance or follow-up as promised within two hours. The lack of support is frustrating, especially as I faced difficulties on the app and with the motel management. My anxiety rose, leading me to pay the full price out of pocket to resolve the issue. I am concerned about being overcharged, and I am unable to remove my card details from the app. I am requesting the immediate cancellation of my payment and the removal of my card information. I hope for a swift resolution with personal contact from Agoda to address this situation properly. The inadequate customer service has impacted me significantly, and I hope for a prompt and fair resolution.

Hello, I am requesting AGODA to cancel the night of November 13 that I had reserved at Prachuap Grand Hotel in Prachuap Khiri Khan for reservation numbers ref [redacted]71 for guest CHRISTIANE GODE and ref [redacted]79 for guest JEROME GUILLAU. I wish to keep the nights from November 10 to 12 for both reservations. When trying to rebook on the website, it shows as fully booked with no availability for those dates. I believe AGODA should handle this matter with the hotel and arrange for the cancellation of the November 13 night for both reservations. Thank you for assisting me with this request. I trust AGODA to resolve this issue promptly. Thank you.