Agoda Customer Service Issues

This was a disappointing experience for us. We received a confirmation right after booking, but the host did not respond to our questions about accessing the property. Despite contacting both the host and Agoda, we did not receive details until the day of our stay. The alternative accommodation offered lacked the privacy and comfort we had booked. The room provided had a broken and uncomfortable bed, as well as a small, unclean shared bathroom. The kitchen was messy, the fridge smelled, and the boiler was running unnecessarily. The loud noise from the boiler was disturbing, and the lack of a fire exit was alarming. Trying to reach the host for assistance was futile, adding to our frustration. This experience was unacceptable, and we are hesitant to use Agoda in the future unless communication and accommodation conditions are improved significantly. Thank you, Mrs A. Booking ID: [redacted]

I have made a reservation at So Paddington Hotel in London, as recommended by Agoda. I booked two rooms for a two-night stay with the following booking numbers: 1. [redacted]74 and 2. [redacted]05. I paid a total of RM1,[redacted] for the stay. Upon check-in, we were disappointed by the condition of the rooms given what we paid. The issues we encountered are: 1. Stained and dusty carpets triggering my allergies. 2. Dirty toilets with stains on the WC, floor, and sink. 3. Stained spare pillow. 4. Broken window in one of the rooms. 5. Non-functional heater. 6. Evidence of cigarettes outside the window. We were unable to reach the manager as the reception mentioned he is new and unsure whom to refer us to. We selected this hotel based on Agoda's recommendation and photos on the website, and we are dissatisfied with the unhygienic and unacceptable conditions. We have decided to move to another hotel and are requesting a full refund. I will send photos via email. Thank you. Nor Azizah Rajuli

I booked a one-night stay through Agoda with booking ID [redacted]37. Disappointingly, upon check-in, the hotel did not provide the mattress as stated in the booking conditions. I left shortly after due to this issue. The hotel has requested Agoda to reach out to confirm the situation for the refund process. I hope this matter can be addressed promptly.

Hello. I made a mistake with my reservation. I booked a room for two people, but I actually wanted to reserve a room for four people. The website mentioned "cancellations available," but after payment, it stated that it's non-refundable. I need a refund to explore other options as this one is not suitable for me.

While searching for a booking in Mumbai on Agoda's website, I found the OYO Green Forest hotel where I've stayed before and made a reservation for 2 nights. When I arrived, the hotel clerk said it was only for Indian nationals and couldn't accommodate me. Despite numerous attempts to contact OYO customer service, they were unhelpful and kept disconnecting. After contacting Agoda five times, I was informed that the Green Forest hotel's policy didn't allow cancellations, so I wouldn't get a refund. If Agoda had mentioned these restrictions, I wouldn't have made the booking. The hotel also charged me for a no-show even though I did show up but wasn't allowed to stay. Even after pointing out the lack of information on their website, Agoda only offered me a $3 coupon.

Our stay at Motel Punt 14 was declined due to their no children policy, which was not indicated on the Agoda website. We arrived with our spouse and 3-year-old, only to be turned away. We had to spend the night at the airport, causing stress and illness for my daughter before an important meeting. The incorrect information on Agoda led to wasted time, extra expenses for a new booking, and a very negative experience. This mistake should be compensated for as it was a first for me and completely avoidable had the policy been accurate on the website.

Hello, My credit card was stolen, so I have a new credit card, but I am unable to change it on my reservation. Here is the response from the hotel in Japan: "We are really sorry, but the hotel cannot change the payment method, so please contact Agoda directly. Sorry, we couldn't change your payment through the hotel. Please get in touch with Agoda directly. We look forward to your arrival. Best regards, H. Yoshida from ARK-HOTEL." Thank you, Jean Jacques

I wrote a review for LK Metropole regarding my stay in the Annex. My room initially had a broken shower, no hot water, and the TV had no picture. After moving to a new room, it was much better. However, when I requested assistance with the malfunctioning safe, it took five days for someone to come. Surprisingly, the person who came removed $[redacted] from the safe. The front desk could not recall who sent the maintenance person, and he claimed not to remember fixing the safe only five days earlier. I submitted this experience as a review, but it hasn't been published. I hope you value honest reviews, although I doubt this feedback will be shared either. Please address this issue and respond to my email. I stayed at LK Metropole from September 28th to October 28th, [redacted].

Hello, I'm Marian Casas and my Booking ID is [redacted]14. It has been six weeks, and I'm still waiting for the $[redacted] USD Agoda Cash that was promised to me. Despite your assurances that it would be processed within a month, today is November 3 and I have not received any response to the emails I sent. This delay and lack of communication are disappointing. When I had to change my booking and was informed it was done successfully, it was shocking to arrive at the Yellowstone Park Inn Hotel and find out there was no room reserved for us. We had to scramble to find accommodation nearby at double the price due to last-minute weekend bookings. This experience has been frustrating and costly, especially after a long 16-hour drive. I hope the management will address this promptly and fulfill the promised Agoda Cash.

Hello, I made a reservation for glamping on the Agoda website after seeing the pictures, but it turned out to be auto camping instead, which requires a tent. I tried to cancel, but was charged $50. I would like a refund or assistance to resolve this issue. I contacted Agoda multiple times from around 11 AM yesterday to cancel as I had booked the whole weekend, but the matter was not resolved until 4 or 5 calls later at 4 PM. Agoda mentioned the wrong picture was posted by the glamping owner, while the owner blamed Agoda for the mistake. I don't think I should have to pay because of Agoda's error. I spent almost half a day on this and had a lot of stress. I couldn't even sleep last night. I expect a refund for the incorrect reservation. Please see the attached file showing that the picture did not match the accommodation. My reservation number is [redacted]12. Thank you. ID: [redacted]

My recent hotel stay was a nightmare. Upon arrival, our keys did not work and we even walked in on someone else's room in the middle of the night. We were given an "upgrade" but faced more key card issues the next day, as the room was not in our name. The manager did not communicate with us and security was called when my husband tried to follow up. The security interrogation and the manager's rudeness left us feeling threatened, embarrassed, and deeply upset. This ruined our trip and caused us to miss an expensive show at the Bellagio. The night manager's lack of apology and poor treatment added to the unpleasant experience. We are requesting a refund for this reservation at the Flamingo Hotel in Las Vegas. Booking reference: [redacted]10.

Our experience at the Wadi Rum Night Luxury Camp was very disappointing. The service, food quality, lack of Internet, and hot water issues left us extremely unsatisfied. The overcrowding resulted in a poor dining experience. Additionally, the manager created problems by charging us twice, even though we had paid during the reservation process using the same card. The remote parking situation, about 7km away, caused further inconvenience when we got stuck and had to wait over an hour to be rescued in a poorly-maintained vehicle. The lack of hot water and loose toilet seat were additional discomforts. The overall rudeness and unhelpfulness from the manager, Houmman, made our stay unpleasant.

My booking ID is [redacted]81 for Partha Pratim Bordoloi. The Sunrise Boutique Hotel in Phu Quoc is unable to accommodate me due to maintenance issues and redirected me to Hotel Tahiti. Hotel Tahiti claims they haven't received payment from Sunrise, who in turn states they haven't received payment from Agoda. Dealing with Agoda for this booking while being overseas has been very difficult. As my phone is not functioning in international waters, please reach me via WhatsApp at [redacted]. Kindly resolve this matter promptly. For payments to Hotel Tahiti, contact Ms. Thao (Kaley) at [redacted] or [redacted] You may also contact the Manager of Sunrise Boutique Hotel at [redacted]. This situation has been quite distressing. Thank you. Partha Protim Bordoloi

Hello, I need assistance with an issue regarding a hotel reservation at the Geneva Hotel in Amman, Jordan that started yesterday. Unfortunately, upon arrival, it was discovered that the reservation did not exist at the hotel, forcing us to pay for a night at another location. We are two families affected by this situation and require a prompt refund of our money. The reservation details are as follows: 1. Booking ID [redacted]07 for SEBASTIAN TIBERIUS BABIAN Hotel: Geneva Hotel City/Country: Amman, Jordan Arrival: November 6, [redacted] Departure: November 13, [redacted] 2. Booking ID [redacted]19 for ANTONIO ARDELEANU CHIRICA Hotel: Geneva Hotel City/Country: Amman, Jordan Arrival: November 6, [redacted] Departure: November 13, [redacted] The hotel staff informed us they have no record of our reservation from your site and mentioned that they do not collaborate with you. We urgently require a resolution to this matter.

Urgent Help Needed We are in dire need of assistance! Our recent experience at the hotel has been a nightmare. Upon arrival, we were assigned the wrong room by the receptionist, resulting in an embarrassing situation where we inadvertently intruded on another guest's room. The staff apologized and claimed they had given us an upgrade, despite the room being dated and not the newer remodeled one we had originally booked. The troubles continued the next day when our keys failed to work once again, and we discovered that the room wasn't registered under our name. When attempting to clarify the situation with the manager, we were met with rudeness and disrespect, making us feel unwelcome and humiliated. The manager refused to refund us and, feeling trapped, we had no choice but to endure the uncomfortable stay. To add to the ordeal, we were unable to use the Wi-Fi as the room was not under our name, and it was not even serviced by the cleaning staff. We are requesting a full refund and intend to file a formal complaint against the night manager at the Flamingo Hotel. Booking Reference: Agoda [redacted]10

Yesterday, I attempted to make a booking through Agoda, but I encountered difficulty during the final confirmation stage. After spending 1 1/2 hours trying to resolve the issue, I was uncertain if our booking had been successful. In urgency to arrange accommodations near the hospital for my son, I reached out to the property, without receiving a response. Due to the uncertainty regarding our reservation status with Agoda, we had to make alternative arrangements. Subsequently, I have cancelled our booking at the Admiral Rodney in Martley, Worcester, as advised. I kindly request assistance in ensuring the cancellation is processed. The situation has left me feeling quite stressed. Thank you for your help. Regards, C.V.

On October 29, my flight was cancelled due to a typhoon, causing me to miss my hotel reservation in Boracay. I promptly contacted Agoda by phone to request a refund for the hotel stay from October 29 to October 30. Despite Agoda responding within 48 hours via email, there was no further communication until I followed up on November 3. After multiple attempts to provide the necessary information and photos as requested by Agoda, there was still a delay in their response. Numerous calls were made to Agoda, each time being asked to wait for a resolution. However, as of today, November 9, I have not received any updates from Agoda, leaving me frustrated with their slow and unresponsive handling of the situation. I urge Agoda to address and resolve this matter promptly. Agoda Booking ID: [redacted]68 Hotel Name: Henann CryStal Sands Resort Check-in: October 29, [redacted] Check-out: October 30, [redacted] Flight Details: Cebu flight DG6247 - October 29 Manila to Caticlan

Hello, my name is Andrea Ricci. I made a booking through Agoda from 13/11 to 20/11 at the First Hua Hin/Cha Am Serviced Apartment in Hua Hin city center. The host's name is Naruenart Saardnuk. Unfortunately, the name of the place is written in Thai fonts even on Agoda, but I managed to translate it. My concern is that I used my old email, [redacted], for the booking confirmation, but I can't access it anymore. I don't have an email confirmation to present to the host upon arrival, which could cause issues. I already paid 63.51 euros to Agoda, as per my credit card statement. I am unable to contact the host directly, and they apparently only speak Thai. I would like to keep my reservation. Could you please reach out to the host and explain the email issue to them? Thank you. I have been a loyal customer of Agoda and this is the first time I have encountered a problem like this.

Hello, my name is Abu Esrar. I made a reservation at Fraser Suite Sukumvit in Bangkok for 3 nights from January 3rd to 6th, [redacted], through Agoda. My booking ID is [redacted]09. Although Agoda has charged USD [redacted].6 to my credit card, I have not received a confirmation email for the booking. During the booking process, I took some screenshots, and I also contacted Agoda and provided my booking ID and the last 4 digits of my credit card. I was informed that the booking is confirmed and would be sent to my email address at [redacted] I have checked my spam folder but have not found any emails from Agoda yet. I am requesting immediate confirmation of my booking via email. Please take the necessary steps to resolve this matter. My cell phone number is +[redacted][redacted] from Bangladesh. Regards, Abu Esrar

We made a reservation from November 1st to 6 at the Thunderbird Motel on Crainhighway, but unfortunately, we were left unattended and had to find alternative accommodations. The motel was in a terrible state, with a noticeable presence of individuals struggling with addiction. Upon attempting to reach out to Agoda, we were unable to find a contact number. After multiple attempts, we finally received a response from someone named Davis who provided us with the owner's contact information. Despite our efforts, we have been unsuccessful in reaching the owner. It is our belief that a company like Agoda should inspect the establishments they partner with to ensure they meet certain standards before endorsing them.