Agoda Customer Service Issues

Dear Sir or Madam, I recently submitted a review prematurely and would like to continue adding to it. The review was for the Novotel Platinum Pratunam in Bangkok where I stayed from December 5th to 9th, [redacted]. As a member, my original booking was from 12/05/[redacted] to 12/08/[redacted] but then extended for one more day. I would appreciate it if you could provide me with the opportunity to append the additional feedback. Thank you. Kind regards, Robert Walter from Berlin

Dear Sir, I wish to bring to your attention an issue I encountered as a loyal customer of Agoda.com. Working for a travel agency, I frequently make hotel bookings worldwide through Agoda.com using my credit card details. Unexpectedly, on November 16, [redacted], a transaction of PKR [redacted],[redacted].37 was charged to my credit card by AGODA.COMINTERNET GBR, which I did not initiate. I was alerted to this transaction through a message from my bank. Without delay, I contacted the bank's helpline, blocked the card, and filed a dispute complaint. I kindly urge you to investigate this matter promptly and refund the amount to my account. As a salaried individual, this sum is vital, equivalent to four months and 15 days of my earnings. The repercussions of this financial loss could jeopardize my employment and impact my family's well-being. The credit card details related to this incident are as follows: Credit Card No: [redacted] Card Holder Name: M Shahzad Zafar Bank Name: Standard Chartered Transaction Date: November 16, [redacted] Amount: PKR [redacted],[redacted].37 I eagerly await your prompt assistance. Sincerely, Muhammad Shahzad Zafar

I made a reservation for a homestay on Thursday, August 12, [redacted], and unfortunately, there was no pay-later option available at that time. I proceeded with the payment without any concerns. However, on the following Saturday at 10 am, I discovered that the homestay reservation was cancelled by someone other than me, without my knowledge. I contacted the homeowner, who mentioned that the homestay was fully booked. Since this situation was not due to any actions on my part, I am seeking a refund for the payment I made.

I booked a hotel through Agoda, but upon arrival, I discovered that the hotel was no longer operating under the name listed on Agoda and was not associated with OYO anymore. Even though OYO continues to advertise it, my booking was invalid. I reached out to the real owner, RVH KUALA TERENGGANU, and they explained that they are not responsible for the situation. I urgently need a refund for my booking. Please reach out to me via email. Thank you.

I would not recommend booking a stay at this hotel. Upon check-in, I was overcharged by a small amount, which seemed unnecessary. The initial room I was given was unclean with an unmade bed, but after requesting a change, the new room was acceptable. However, the room was cramped, the air conditioning was inadequate, and there weren't enough pillows for the number of guests. When I politely asked for an extra pillow from a female housekeeper, a male staff member intervened, rudely stating the hotel didn't provide more pillows. Feeling uncomfortable, I asked another housekeeper, who confirmed the same. The situation escalated when the male staff member, who claimed to be a boss, aggressively confronted me, threatened me, and behaved inappropriately. I felt frightened and unsafe in this encounter with the individual who did not act professionally or wear proper hotel attire. This entire incident left me feeling unsettled and I believe a refund for my stay is warranted.

I had a concerning experience at Bitz Hotel Bukit Bintang in Malaysia. During check-in, the price was supposed to be [redacted].29, but I was charged [redacted], which seemed odd. The room wasn't clean, and the air conditioning was not working well. We needed extra pillows, but were told there weren't enough. When I asked about it, a rude employee, an Indian man with tattoos, who claimed to be the boss, aggressively confronted me, even threatening physical violence. I felt scared and unsafe, as his behavior was unacceptable for someone in a leadership position. This was unexpected, all over requesting a simple pillow. I am now seeking a refund for my stay due to this unacceptable situation.

Hello, I have been attempting to make hotel reservations using various Citibank cards, but I have encountered multiple failures in the last 48 hours. The error message states, "Sorry, there was an error processing your booking. Any amount charged will be refunded. Please proceed with your booking again." I have made more than five attempts which led to several cancelled bookings in my application. As a result, my credit card has been flagged due to the multiple unsuccessful transactions. I would appreciate any guidance on how to address this issue.

Good morning! Yesterday I missed a flight due to bad weather at Munich Airport, Germany. The airline mentioned we had a limit of [redacted] for reimbursement, including round trip taxi to and from the airport. It was late when this happened, and as I am recently recovering from surgery and need to lay down for 30 minutes due to medication, I quickly booked and paid for a room at Siebel Hotel at precisely 23:53. Arriving at 1:00 in the morning, I found the hotel closed since 23:00. The taxi cost [redacted].10 euros, so I couldn't go anywhere else. Thankfully, the lobby door was open, but there was no one inside until 05:20, when a German-speaking lady arrived. The receptionist came at 07:00, surprised as they close at 23:00 and should not have accepted my booking. He requested a refund for me and advised me to email you because I only had 3 hours there until my next flight. I had a very upsetting experience, unable to rest, prepare my medication, and overspent. I urgently request a refund and ask that this situation does not occur again as it was dishonest and put me at risk in an unfamiliar city in the middle of the night. I await the refund and a response, as this was a very irresponsible situation that could impact my health.

I am facing an issue regarding payment that should have been made within 44 hours from today. I thought "book now pay later" meant I could just reserve the hotel where I am staying and make the payment on the day I check-in. However, I received an email from Agoda last night stating that the payment should be made within 44 hours from now, and if no payment is made, my hotel reservation will be canceled. I have contacted the hotel I plan to stay at, and they have informed me that there is no issue with the payment.

Hello, I would like to file a complaint regarding my recent stay at MDF Resort on December 11th, [redacted]. The room I stayed in did not have a bathroom, despite the booking indicating otherwise. This incorrect information was provided by Agoda. Upon discussing the issue with the manager, they claimed it was Agoda's mistake and offered no compensation. I am disappointed with this response and would like to formally complain and request a full refund of my accommodation. Paying 27Au$ for a room without a private bathroom, when we booked one with a bathroom, is unacceptable. Thank you for your attention to this matter. Sincerely, V. Ramos

During our stay at the SO Paddington Hotel booked through Agoda, my partner and I were appalled by the condition of the room. The smell of mold and wet towels engulfed the space, with a coat hanger propping open a window and no hooks for our coats. The walls were stained with various substances, even appearing to have dried blood. The carpet was filthy, forcing us to keep our shoes on. The room had a strong odor of water damage and black mold, which is harmful to health. The lamps were faulty, the bathroom was dirty with mold, and the shower head broken. Despite requesting a room change due to these issues, we were informed all rooms were the same and no alternatives were available as the hotel was fully booked. To make matters worse, my partner was bitten by insects in the room. This experience was truly horrendous and I am hoping for some form of compensation. I have photographic evidence to support my claims.

Hello Team, I recently made a booking for 2 rooms for a 3-night stay at Selection Hotel in Pattaya, Thailand. However, I noticed that the payment has been deducted from my account, yet the Agoda application states that the booking was cancelled for xyz reason. I am seeking clarification on why the payment was deducted despite the cancellation, and when can I expect the refund to be processed and returned to my account. I urgently need to rebook the same hotel for the same dates, so a prompt response would be greatly appreciated. Thank you.

Hello, I recently made a hotel reservation through Agoda and completed the payment process. However, I have just received an email stating that my booking has been canceled, which I did not authorize. I am scheduled to arrive at the property at 3 a.m. and this situation has left me in a difficult position. I have already paid for the reservation in full and did not initiate any cancellation. Please assist me in rebooking the accommodation as soon as possible. Your records will show that I did not request a cancellation. I am currently with my parents and wish to avoid any inconvenience. I kindly ask for the cancellation to be reversed promptly to ensure a smooth experience. Thank you.

In October [redacted], I booked a room in Venice for March [redacted] through Booking. Due to Covid, I requested a refund. They informed me that I could only reschedule, but when I asked to use the amount already paid in October [redacted], they said there was no reservation. Booking claims it was booked through Agoda, but I cannot contact Agoda. They provided me with an inactive number. I would like a refund of the €[redacted] I paid.

I am Dr. Lakmalie P. from Sri Lanka. I made a hotel reservation in Dubai on December 12th for the 23rd to the 26th via AGODA. Initially, it had a free cancellation option until the 15th and included breakfast for 3 adults. When I tried to cancel it yesterday to modify my trip, I couldn't cancel as it was labeled non-refundable. My booking reference number is [redacted]. I would appreciate assistance in canceling this booking to accommodate my changes. Thank you, Dr. Lakmalie P.

I have discovered two bookings at the Two Axel Hotel in Barcelona under my name for the same room category and dates from yesterday until Saturday the 17th of September. Both bookings have been paid for and are non-refundable. The second booking occurred accidentally while I was comparing prices. Agoda processed the booking without requesting my Visa card's security code. I contacted Agoda customer service immediately and spoke with Mrs. Alya from Agoda Customer Experience. Despite her assurance that she would speak with the hotel, they denied the request to cancel one of the bookings. As a result, I am unable to obtain a refund or voucher directly from Axel Hotels since the bookings were made through Agoda. Agoda must contact the hotel at +[redacted]3 promptly to resolve this issue. If an agreement cannot be reached, I will dispute the charges with my credit card company. Sincerely, Michael R.

Hello, I am Dr. L.P. I made a reservation through Agoda on December 12, [redacted], at Carlton Palace Hotel Dubai for December 23-26, [redacted], for 3 adults with breakfast. My booking number was [redacted]05. Initially, there was a free cancellation option until the 15th. Due to a change in plans, I tried to cancel yesterday but was unable to get a refund. Additionally, I realized that breakfast was not included in the booking, although it was stated at the time of booking. I would like to either cancel the reservation, change the dates, or ensure that breakfast is included as originally indicated. Thank you. Dr. L.P.

Dear Muftah Nasir, Following up on our previous communication, we were unsuccessful in processing payment on your card. To finalize your reservation, we had requested an alternative credit card from you. As we have not received any response, regretfully, we must cancel this booking due to the lack of a valid credit card. ----------------------------------------------------------------- Booking Details ----------------------------------------------------------------- Booking ID: [redacted]97 Cancelled on: [redacted] Customer First Name: Muftah Customer Last Name: Nasir Hotel: T Hotel Ipoh Arrival: December 16, [redacted] Departure: December 18, [redacted] Room Type: Standard Queen Number of Adults: 2 ----------------------------------------------------------------- Total Booking Cost ----------------------------------------------------------------- Booking Value: USD 62.12 We appreciate your choice in Agoda. Agoda Customer Support Change my dates Send special request Resend my hotel voucher Get my receipt Cancel my booking _________________________ Why didn't you call or text before canceling my booking? I simply needed assistance with processing my payment, not an immediate cancellation.

Hello, I recently made a hotel reservation through Agoda that was supposed to be fully refundable and paid upon arrival. However, the payment was processed immediately. I cancelled the booking within an hour and the hotel assured me they would not accept the payment and try to cancel it. Due to an unexpected COVID emergency, I had to make the cancellation. I am reaching out to inquire about the refund process for the payment. Can someone assist me with this matter? Thank you, Ji hee H. Booking Reference: [redacted]84 Email: [redacted] Hotel Address: 2-14-1 Nishi, Naha, Okinawa Main Island, Japan

Booking Number: [redacted]15 Los Amigos Beach Club, Spain - December 10th I selected the "Pets Allowed" filter on your website for the above hotel, assuming it welcomes pets. However, upon arrival, we were informed that dogs are not accepted. A payment has already been processed on my account. I kindly request a refund or cancellation since this was due to an error in your filter selection, not our own mistake. Best regards, Lena U.