Agoda Customer Service Issues

Sehr geehrte Damen und Herren, Mein geplanter Lehrgang in Dresden bei Eipos vom ursprünglichen Zeitraum Do., 10.11. bis Fr., 12.11. hat sich geändert, und nun benötige ich das Zimmer nur für eine Übernachtung vom 09. bis 10.11.22 aufgrund des neuen Prüfungstermins am 10.11. Ich würde gerne die Buchung auf eine Nacht reduzieren, da ich ursprünglich nicht für vier Tage gebucht hätte, wenn ich im Voraus Bescheid gewusst hätte. Ich würde mich freuen, wenn Sie diesbezüglich eine Ausnahme machen könnten. Ich kann bei Bedarf entsprechende Nachweise vorlegen. Vielen Dank und mit freundlichen Grüßen, Michael K.

Hello, I made a reservation for a one-night stay at Samloen Laguna Resort on Koh Rong Samloen island in Cambodia for November 6th to 7th through booking.com (reservation number: [redacted][redacted]14). However, the resort informed me they are closed due to an electricity blackout and cannot accommodate me. Despite this, I have been charged $29.17 for the room. Booking.com is refusing to refund me, stating that the booking was made through their partner, Agoda. Samloen Laguna Resort claims they sent a cancellation notice on November 6th but did not receive my payment, yet I have still been charged. I would appreciate a prompt resolution to this matter as I have already spent significant time contacting booking.com and the resort with no success. Thank you, Jeremie C.

Hello, I would like to report an issue with my recent stay at The Kartica Plaza Discovery Hotel in Bali from November 2nd to 11th, under booking ID [redacted]05. The pool was consistently dirty, which led to me falling ill with throat and ear problems after my first swim. Despite our complaints and emails with attached photos, the management did not take any action to address the pool's condition, resulting in multiple guests experiencing skin rashes and other health issues. The ongoing construction noise was tolerable, but the lack of response and cleanliness of the pool significantly impacted our holiday experience, which we chose the hotel specifically for. I believe some form of compensation is warranted for this disappointing stay. Thank you, Claire H. [redacted]

Dear Support Team, I hope this message finds you well. I am writing to address a discrepancy in the pricing for my upcoming stay at the Emerald Terrace Patong that I booked through agoda.com. My booking number is [redacted]87. Upon booking on November 4, I was quoted THB 31,[redacted].42 for a 39-night stay from November 26 to January 4. However, on November 14, I received a message from the hotel requesting a significant surcharge for insurance and utilities, which was not mentioned during my initial booking. As my stay has already been confirmed and payment has been made via my bank card, I would like clarification on this matter. The sudden increase in price for a one-month stay does not align with Agoda's price guarantee policy, and I would appreciate it if you could assist in resolving this issue with the hotel. I have made arrangements with the Royal Thai Embassy based on my original booking details, so it is crucial that this matter is addressed promptly. Thank you for your attention to this matter. I look forward to your prompt response. Sincerely, [Initials]

During our recent reservation at OYO Wanna Marine in Phuket, Thailand, my partner and I encountered a troubling situation. Despite our clear booking confirmation for a two-night stay through Agoda, the hotel staff claimed our room was not paid for and initially had no availability. As a precaution, I began recording the interaction on my phone to protect our rights. Suddenly, the staff changed their story, alleging it was not the correct hotel and miraculously found a room for us. Their dishonesty continued as they pressured us to pay for another room. Feeling deceived and unsafe, I expressed my frustration, only to be met with aggression from a staff member. This experience was incredibly distressing, and I caution others to steer clear of this establishment and its unscrupulous management.

I had a booking for November 9-10, [redacted], in Kamikochi, Nagano, Japan. The booking was canceled, but Agoda still charged me. I provided feedback to Agoda, and the staff informed me of another booking from a different account, which I do not have. They mentioned a typo in my email causing the system not to send the confirmation. I was unaware of this booking. I expect a resolution without excuses. Please issue a refund or credits promptly to address this issue.

I made a reservation at the Al Hayat Hotel in Sharjah through Agoda for 11/25 but haven't received a confirmation email. I attempted to cancel or modify but couldn't due to the lack of confirmation, it's been days. I have a screenshot of the booking number showing the price as 43.8 Omani Rials. Surprisingly, on 11/15, 46.00 OMR was charged, different from the agreed amount. Still no confirmation. Kindly cancel my reservation, refund the amount, or change the date to 11/30 to 12/2 with the same price.

I couldn't stay at the hotel I booked in Hua Hin. Disappointed by false information online. It was supposed to have a separate entrance, but it goes through the kitchen like a dining area, and then to the 3rd floor. Given my difficulty walking and climbing stairs, I left immediately. The website said separate entrance, so I assumed it wouldn't be on the 1st, 2nd, or even 3rd floor. They promised to refund me on the same day, but it seems like it wasn't processed. I'm very upset and will think twice before using Agoda again. Had to take a taxi to another hotel where I ended up paying a lot more. Not happy.

Booking# [redacted]85 at Galare Thong Tower. Regarding: Apartment Issues. We booked this apartment expecting cleanliness for our newborn after viewing the advertised photos. Sadly, upon arrival, we found it dirty and unhygienic, as shown in the photos we took. My wife fell ill after two days, and our baby developed rashes due to unsanitary conditions. The bedsheets and sofa were not clean, and sitting on the sofa made us itch. Despite the promise of daily cleaning, no one came for almost a week. The unclean air conditioning might have caused my wife's illness and our baby's rashes. Due to these issues, we couldn't move out as planned, as my wife was unwell. We are requesting a refund as alternate accommodations are scarce and expensive during this peak season of our month-long travel. We also had trouble with the safe and Wi-Fi intermittently.

Subject: Clarification Needed on Booking ID [redacted]65 Hello Keng Yukhlam, Greetings from Agoda! We hope this message finds you well. Regarding your booking ID [redacted]65 for T3 RESIDENCE in Bangkok, Thailand, on December 19 to December 20, [redacted], we received your email but require further clarification. Please contact us directly so we can assist you effectively. We are looking forward to helping you with your concerns and enhancing your future travel experiences. Best regards, Jenelyn Agoda Customer Experience Group *Please do not share credit card details via email for security reasons. Contact us via phone or our secure link for such information. Email sent by Agoda Company Pte. Ltd., 30 Cecil Street, Prudential Tower #19-08, Singapore [redacted]

I booked a room from October 14th to 15th with Agoda for one night at the Hôtel Universel Montréal. Upon arrival, the reception staff informed me of two reservations for one room and advised to cancel one by contacting Expedia.ca. After contacting Expedia.ca, the second reservation was canceled. However, upon receiving my credit card statement, I see charges for both reservations (CIBC card, amounts: $[redacted].44 and $[redacted].72, transactions on October 16th). Expedia confirmed the second reservation was canceled but advised to contact the hotel for a refund of $[redacted].44, the cost of the second booking. Kindly process a refund for the second reservation amount to my credit card.

I have recently made two reservations today, but unfortunately, I mistakenly provided the wrong email address. Below are my booking details: 1) Check-in on Mar. 28 and check out on Mar. 30, [redacted], at Grand Hotel Central SG Clean, Singapore, under the name of Josephine Ho. The correct email address should be [redacted] 2) Check-in on Apr. 16 and check out on Apr. 17, [redacted]. I have the Confirmation screen captured with Confirmation #[redacted]90, but the incorrect email address was used. Kindly send the Two Confirmations to my correct email address [redacted] at your earliest convenience. Thank you.

Dear Sir/Madam, I made a reservation at your Starlite hotel in Miami through Agoda on behalf of Patrick Paul for a 2-night stay on July 29th and 30th, and 30th and 31st, [redacted]. The payment of [redacted].37 euros was processed on 06/05/22. Upon arrival, I was provided with the wrong room type and was informed the next morning that the correct room was given to another guest. The payment for the second night was promised to be refunded promptly. The receptionist mentioned refunding the amount online instead of in cash, which is yet to be processed. I kindly request the refund for the second night to be expedited. Sincerely, Patrick Paul

Dear Sirs, My name is Juan Alarcón Oller, and I recently booked a flat in Iasi, Romania through Agoda for November 18th to the 25th. After being picked up at the train station by a representative from Cozy Apartments and Flats, I encountered several issues with the rental. There were noisy parties in neighboring apartments, a broken toilet, a dirty mattress in the corridor, and a strong smell of cannabis. Unable to stay under such conditions, I moved to a hotel. The rental representative mentioned a refund for the two nights paid via card as a trial period, but despite my attempts to contact him and his promises to resolve the issue with his boss, I have not received the refund. I urge you to help clarify this situation and ensure I am refunded accordingly. I have the booking confirmation and invoice for reference. Best regards, Juan Alarcón Oller

I have already filed a complaint with the hotel. I am writing to express my dissatisfaction with the poor conditions at Hotel 81 Tristar Singapore. I reserved two rooms, numbers 04-21 and 04-22, for a two-night stay for my father and myself. The booking reference ID is [redacted]39. Despite making the reservation through Agoda, I have not received any updates from either the hotel or the booking platform. The hotel falls short of its advertised standard significantly. The rooms were unclean and in poor condition. Even after requesting cleaning, the state of the rooms did not improve much. The hotel is old and poorly maintained, emitting odors and litter in the hallways. The rooms reeked of cigarette smoke, and attempts to mask it with air freshener were unpleasant. The bathrooms had leaks, mold, and hygiene issues. The overall cleanliness was subpar, with stains and damages evident throughout the rooms. The unsatisfactory conditions forced me to seek alternative accommodation despite the late hour of arrival from the UK. I demand a full refund and recommend Agoda reassess the suitability of promoting this establishment on their platform.

Booking Number: [redacted] Customer: L. Van Schaik VIP Customer Reference: [redacted]55 Palace Hotel, Como, Italy Date: January 3, 1 Night Reservation: Double Room with Lakeview and Breakfast Included for CHF [redacted] After contacting the hotel, I was informed that only a small Cityview room was available, not the Lakeview room booked. This change is disappointing, as it seems to be a recurring issue for guests who booked through AGODA. Please rectify this immediately, ensuring that the Lakeview room is available as originally booked. I have already tried using the chatline without success, which is frustrating. Despite prior warnings about booking through AGODA, I hope to continue using the platform in the future if booking practices are honest. Thank you, L. Van Schaik

I noticed that many details on your hotel websites, including how to book, are in very small print, making it impossible to read. This issue is not isolated to one site but several, causing me frustration and leading me to book with a competitor. It would be beneficial to have quality control staff oversee what your programmers are implementing as this could be costing you business. I anticipate the response may be to blame me, but I have heard the same complaint from others. I suggest reviewing the readability of your sites to see for yourself. I have previously booked through your company, but now find it impossible due to the extremely small print used. Thank you for addressing this concern.

Dear Sir or Madam, I recently booked the wrong date in the app and had to cancel immediately after receiving the confirmation. I unintentionally made the booking for a date I was unable to be in Zurich. Unfortunately, I had to rebook at a higher cost due to the mistake. I kindly request a full refund for the accidental booking at B&B Hotel Zurich Airport Rumlang. The booking ID is [redacted]55. Your understanding and goodwill in this matter would be greatly appreciated. I have been a loyal customer and have made several bookings with your service in the past few weeks. Thank you for your assistance. Best regards, Andreas Engelen

Hello, I encountered an electrical issue at the hotel where I had booked my room and received an email stating that myself and my friends would be relocated to another hotel. Upon arrival, I was informed that I could stay at the original hotel, but I would need to pay an additional [redacted] euros due to the booking being canceled. I was told that my refund is being processed, but I have no further details on when it will be completed. This unexpected extra expense has caused my card to be blocked, leaving me struggling over the weekend to afford meals, transportation, and even to return to France. When I called to inquire about a possible compensation for this inconvenience, I was informed that it was not possible. I called again to check on the status of my refund and was told that I would need a code in addition to the confirmation number. However, I never received a confirmation code. Despite requesting that it be sent to my email address, I have not received it and have not been contacted back. Today, I called once more to inquire about my money and the missing code, which is preventing me from accessing information about my reservation. After being told to wait and then abruptly hung up on, I called again seeking assistance, only to be promised a callback that never came. I am at a loss due to the lack of empathy and understanding in this situation.

I have recently requested to cancel booking I.D. [redacted]2 at the Atrium Hotel in Vancouver for Jan. 18-19, [redacted]. Despite it being non-cancellable, the guest service manager kindly waived the terms and advised me to contact Agoda. I am struggling to reach the toll-free number provided ([redacted]) from Canada. For assistance within Canada, please provide the full phone number. If you require further information, kindly contact Mr. Joshi at 1-[redacted]. Unfortunately, I do not own a cell phone to reach you with the details provided. Thank you, Maureen M. p.s. Kindly acknowledge the cancellation.