Agoda Customer Service Issues

I have been trying to contact you regarding a double booking issue I need assistance with. I was charged twice due to a lack of confirmation on the first booking. Subsequently, I made another booking only to discover the double charge. I reached out to The Grand Ferdinand Austria hotel, and I was informed that reservation number [redacted]08 needs to be canceled. This situation is costing me [redacted] euros, and I urgently seek your help in resolving this matter. Your prompt attention to this issue is greatly appreciated.

My booking ID is [redacted]41 dated 23/12/[redacted] via Agoda. Dear Sonu Ji, owner of Hotel Bodhgaya Inn, who contacted me the day after my stay, During our phone conversation, I want to clarify that I couldn't locate your property due to poor communication from Agoda and yourself. I had to book another hotel at a higher rate, causing me financial loss. I am requesting a full refund of [redacted]/- either credited back to my credit card or sent via PhonePe to my mobile number [redacted]. I am unsure about the number you mentioned in your previous email claiming to have contacted me. Please investigate and resolve this matter promptly as I am eager to receive my refund and not feel let down. I am reachable only at [redacted] since the beginning. Hoping for a positive and prompt resolution, Shilpa

Dear Sonu Ji, I wanted to follow up after our recent phone call. Unfortunately, I wasn't able to locate your property due to a lack of communication from both Agoda and yourself. It has been quite frustrating for me as I had to book another hotel at a higher cost. I am seeking a full refund for my canceled booking totaling [redacted]/-. I kindly request that you process the refund back to my credit card or send it to my mobile number ending in [redacted] via PhonePe. Regarding the phone number you mentioned in your previous email, I have no knowledge of it. Please investigate this matter and promptly issue the refund. This situation has caused me financial loss, and I hope for a resolution soon. I can be reached only at [redacted]. Your swift action and understanding are greatly appreciated. Best regards, Shilpa

I arrived at my hotel at 12:30 AM and was given a room. Upon entering, I discovered the toilet was black and full of mosquitoes. After flushing, more mosquitoes flew out. The reception sent someone to address it, but even after flushing again, the issue persisted. I was informed I had to stay in the room, but due to the situation, I refused. I packed my belongings, and after some back and forth, I was finally provided another room. This experience has already spoiled my holiday, and I am extremely disappointed in the treatment and conditions at this hotel. Can someone please assist me with this matter?

We had a hotel reservation, but on the day of check-in, we were informed it was canceled. When we contacted Agoda, they mentioned the check-in time was 3pm, despite our request for an early check-in at 9am due to my husband's long 30-hour journey and need for rest. Feeling disappointed, we sought another hotel for him to rest. Agoda later apologized but still deducted payment. We are baffled by this level of service.

I made a booking at Golden Roof Sunway with booking ID: [redacted]93. Unfortunately, the room I received was not as advertised. It had a musky scent, a strong smell of cigarettes, and yellow stains on the bed sheets. Additionally, the window did not offer a city view but just another building's wall. Due to these issues, I had to book another hotel, [redacted] Business Suite. I have tried to request a refund from the hotel, but they have directed me to contact Agoda. I would appreciate any assistance as I feel deceived by this experience.

Today, when I was booking a flight from Manila to Cebu, I encountered an issue with the credit/debit card payment. Agoda displayed a message stating they couldn't complete the transaction and advised me to contact my bank due to a problem with the card. However, my friend successfully used the same card for a transaction on Shopee, and I transferred the amount for the ticket to her account. I'm concerned if there was any transaction that went through, as my friend confirmed the card has sufficient balance, and I transferred the ticket amount to her account. I'm puzzled by this situation and wonder if there might have been a deduction on her card without an actual transaction being processed.

I am Belen Milla, an Agoda Platinum member, writing to inform you of my disappointing experience with a recent booking. I had reserved a room at Sari Room Bed and Breakfast in Nusa Dua Bali from December 28th to the 31st using booking number [redacted]73. Despite paying Php [redacted] in full with my credit card, upon arrival, I was informed by the receptionist that no rooms were available. The blame was shifted to Agoda for lack of prior arrangements. Exhausted from my travels, I booked a second hotel at Hotel Diana OYO [redacted] in Denpasar. However, upon arrival, I faced the same issue of no available rooms, with the staff blaming Agoda for not verifying their availability. These consecutive incidents left me physically and emotionally drained. I am requesting a full refund for the incurred expenses and urge better verification of room availability on your site. Your prompt attention to this matter is greatly appreciated.

Hello Agoda Customer Service, Subject: My booking: [redacted]93 Hotel Name: Gemini Saigon Group In the confirmation from you, Agoda, it states that I have booked 4 nights from January 7th to 11th. I am supposed to pay 1,[redacted],[redacted] VND at the hotel. The hotel is telling me that I have only booked for 6 hours and that I need to pay [redacted],[redacted] VND per night. This seems like a scam. Please help me resolve this issue or cancel this hotel reservation. Thank you in advance, Helmut G.

Dear Agoda, I recently had a booking at Landmark Hotel with the booking number [redacted]. I want to clarify that I did not stay at the hotel for any nights. According to your cancellation policy, if a guest does not show up at the hotel or place of residence, they will be charged the price of the first night as per the hotel policy. I kindly request that your team only charges me for the price of the first night as outlined in your policy. Thank you, Khaled Omar Banawas

Hello, we made a reservation for 4 nights at Bayview Hotel. Upon arrival, we realized the price was too high for our budget. Our mistake, we paid for 4 nights, but we'd like a refund for the other 3 nights since I will be checking out tomorrow morning. The hotel said it shouldn't be a problem, but I need to contact Agoda customer service. I'm waiting for your response to ensure I get refunded for the extra nights from the 30th to the 2nd of January.

Booking number [redacted]69: I attempted to place a booking on December 15 using the aforementioned booking number. Unaware of the confirmed booking, my credit card was charged. This led to my absence on the booked date, as I was oblivious to the confirmation. Possibly due to my age and lack of recent travel experience amid COVID-19, I made this oversight. As a retiree without income, I kindly ask for a refund considering the circumstances. Thank you for your attention and understanding. Regards, L.E.K.

Dear Agoda Customer Service, I'd like to address my recent booking no. [redacted]25 with a check-in date of January 27, [redacted]. I mistakenly selected the wrong dates and duration for my stay during the reservation process. Immediately after booking, I realized the error and promptly cancelled the reservation. However, I was surprised to see that the full amount had been charged to my credit card due to my mistake. When entering my credit card details, I expected to proceed to mobile OTP verification but was confused when the amount was directly charged without this step. I have travel plans to Zurich on January 27, [redacted], followed by visits to other cities. I kindly request a free cancellation and refund of the charged fee to allow me to make a revised booking through Agoda. I appreciate your understanding and assistance in this matter. Thank you.

I made a reservation under the name Zane Rigon from the 31st to the 1st of January for New Year’s Eve at Arrow on Swanston. When I contacted Arrow on Swanston directly, they informed us that we could pay the remaining amount upon our arrival on the 31st. However, our apartment has been canceled now, even though we intended to pay online. This situation is frustrating, and I am requesting immediate resolution.

I made a reservation for my husband, H. Joachim, at Pan Borneo Hotel in Putatan, Sabah from 12/26/[redacted] to 12/28/[redacted]. I accidentally entered the wrong email address as [redacted] Due to this error, I am unable to access the booking ID for his stay. The hotel has confirmed receiving the booking details. Could you kindly email me the receipt for tax purposes? Thank you.

Hello, I am reaching out because I am very dissatisfied with the service provided by AGODA. I have been trying to contact AGODA directly to address an issue with a guest at Picardie Guest Farm in Paarl, South Africa. The guest in question is Cindy-Lee Sackim with booking ID [redacted]95. Despite the guest canceling their booking and being charged, we do not engage in direct debits. Our payment process involves guests paying directly into our account upon receiving our details or paying upon arrival. The only deductions we make are the 50% deposits taken by booking.com. While we rarely work with AGODA, this experience has left me hesitant to do so again. The guest has been incorrectly charged R850 by AGODA, and despite their request for a refund, AGODA insists that we are responsible for issuing it. However, as we have not received any payment from the guest or AGODA, we are unable to refund a sum we never received. AGODA customer service continues to deflect responsibility, causing frustration for us and the guest. I am requesting a dedicated agent from AGODA to address this matter promptly and ensure the guest receives the refund they are owed, as we are now facing the threat of a negative review due to this issue. I hope to receive a timely and appropriate resolution. Sincerely, Nicole van der Walt Owner, Picardie Guest Farm

Hello Team, I wanted to inform you that one of our guests is experiencing an issue related to the CID (Check-In Denied). The guest mentioned they were denied check-in due to an amenity problem. They stated that the rooms did not meet their expectations compared to what they saw on the phone, and the property manager did not provide the requested room. According to the guest, the rooms are very small. I have verified this information with the property manager. Therefore, the guest is requesting a full refund. Please proceed with the refund process. Booking ID: SWFO5910

I reserved a room at Eburon hotel in Tongeren, Belgium for two days from December 29th to 31st. My original booking reference number was [redacted]35, but it was changed to [redacted]27 without explanation. Unfortunately, the meeting I planned has been canceled due to severe weather conditions. I would like to check out before 11 am today and am curious about the refund process and timeline. Kind regards, Katalay Manyeka

I am disappointed and upset about the situation with our recent booking. We made a reservation today at 14:20 with Agoda for a stay on December 30, [redacted], at Swakopmund Accommodation for $85. Upon arrival, we were informed that the accommodation is fully booked. They mentioned trying to contact Agoda via email to confirm availability, which was not visible when we booked online. We kindly request a refund so we can find alternative accommodation for the night. Thank you.

Reservation no. [redacted]89. I had a confirmed booking paid in full by credit card with Agoda. Upon check-in, the host claimed there was a double booking error by Agoda and another guest had already checked in using my reservation. The host proposed a cheaper room with a partial refund, but the alternative room was unsatisfactory. I requested a cancellation and refund, which the host initially agreed to. However, I have not received any updates on the refund process. I attempted to cancel before check-in, but Agoda's system does not allow online cancellations. Unfortunately, there is no option to speak with Agoda directly, and the chatbot does not accept complaints. How should I proceed?