Agoda Customer Service Issues

Dear Sir, I made a reservation for Hotel Raj Garden through your website from December 30, [redacted], to January 1, [redacted]. Upon check-in today, the hotel staff informed me that they did not receive the room confirmation for my children from Agoda. I booked for 2 adults and 2 children with booking ID [redacted]40. Although I paid for 2 adults and 2 children, the hotel requested an extra Rs [redacted] per day for one child as they did not see the child's booking in the system. I would appreciate it if you could resolve this with the hotel and refund the extra charge. The hotel staff even mentioned that Agoda is not a reliable site for hotel bookings. I will avoid booking through your site in the future and will advise my friends to do the same. Regards, Sachin Kaushal

Hello, We booked a 3-night stay from December 31, [redacted], to January 2, [redacted], at Baan Saen Sook Villas. Upon our arrival, the establishment informed us they were fully booked. The receptionist guided us to a neighboring property to accommodate us. However, the alternative room provided was not similar to our reserved bungalow. We ended up in a noisy hotel room with a busy road outside our window. We couldn't sleep due to the unbearable noise throughout the night. Our payment for the 3 nights has been deducted from my account. We are seeking compensation for our New Year's stay experience. Thank you for addressing this matter. Best regards, F.Roussel Email: [redacted] Booking Number: [redacted]77 F.Roussel

I made a booking with Holiday Inn today (31/12/23) through Agoda. My booking number is [redacted], under TAN Cheng Suan for Holiday Inn Batam. However, the total amount charged is different from the initial booking price shown, and I am unable to cancel or make changes to the reservation. This contradicts the information on the website that stated free cancellation was allowed. I have contacted Holiday Inn Batam, and they have agreed to the cancellation. They advised me to reach out to Agoda for the cancellation process. Unfortunately, I couldn’t find a contact number or a chat option on the website to facilitate this. The chat feature mentioned a cancellation fee. Could someone please assist in contacting the hotel for a free cancellation so that I can rebook according to the necessary changes?

I had to cancel my booking with Agoda for a valid reason. The hotel approved the cancellation without any charges. However, during the refund process, Agoda unexpectedly deducted one night without informing me or the hotel. I have tried contacting Agoda multiple times through email to address this issue, but I have not received any response. I am extremely disappointed with this poor level of service and hope to see it resolved promptly. Thank you, BH

Dear community members, I want to share my experience regarding a booking at Mosaic Southkey. Although I initially found the website impressive, my experience took a negative turn. After confirming my booking via Agoda, I encountered communication issues with the customer service team, leading to confusion and delays. Upon arrival, I faced challenges with the payment process, cleanliness of the unit, and parking arrangements. The unclean state of the unit was unacceptable, with used towels, unmade beds, and unwashed facilities. Despite providing evidence of the issues, the customer service response was inadequate, and I felt disrespected by their dismissive attitude. I am deeply dissatisfied with the level of service received, as it did not meet the standards I paid for. Despite my requests for a refund or suitable resolution, I have not received a satisfactory response. My New Year's plans were ruined by this experience, and I hope for a fair resolution from Agoda regarding this matter. Sincerely, Dr. Prema

Dear All, I made a reservation with them for the period from December 30 to January 1. Upon arrival on December 30, I was disappointed to find the room in an unacceptable condition. The attached photos show the state of the room. After an hour of discussion with a staff member and repeated requests to speak with the manager, I was informed to contact you today from 9 a.m. Unfortunately, upon calling, I realized the manager was not available. The employee mentioned that I am not the only guest dissatisfied with the poor room conditions and that little could be done in a two-star hotel. However, I believe cleanliness should always be a given. Given the impossibility of staying in such conditions, I request a full refund of the amount paid and prompt confirmation of the refund process. Thank you.

On December 30th, [redacted], I reserved a room with Green.live in Malacca for RM88.67. I received a payment receipt after completing the transaction. However, Agoda later notified me via email of a payment error and abruptly canceled my booking. Despite my attempt to request a refund through their chat service, they claimed no payment had been received, contradicting my receipt. Furthermore, their customer service line was unreachable, and I was unable to contact the property directly.

Dear Agoda Team, I made a hotel reservation on the Agoda website for December 31, [redacted], with booking ID [redacted]09. The amount was paid at the time of booking, as shown in my records. Upon arrival at the hotel, my family was informed that no booking existed under my name. Despite showing the booking details, the hotel staff claimed they had not received any information from Agoda, leading to refusal of accommodation. Efforts to contact Agoda customer service resulted in no response. I am disappointed with the choice of hotels listed by Agoda, a reputable company like yours should not make such errors. This situation caused inconvenience to my wife and daughter. I found it concerning that the hotel lacked contact information on their website, making it challenging to reach them before arrival. I kindly request a refund of my booking amount and seek a resolution for the inconvenience caused to my family. I await your response. Thank you, Udham Singh

Dear all, I am responding to the emails I received regarding my Agoda bookings. For Booking ID [redacted]00, I am unsure about the 4-digit pin for Gcash. Do I need to share my personal pincode for my Gcash number to pay the P2,[redacted] bill for my Azure Nordic Room booking from January 6 to January 07, [redacted]? Can I pay the bill through a 7-Eleven outlet instead? As for Booking ID [redacted]08, there were technical issues during the booking process. Please cancel this booking. I have successfully booked under Agoda Booking ID [redacted]00 and am awaiting confirmation. Any guidance on how to handle this situation would be greatly appreciated. Thank you.

Booking Reference: [redacted]21 Hello, I am experiencing an issue with the property I booked. Upon arrival, I discovered that I was given a different apartment than the one I originally booked. The property is in poor condition, and it was not adequately cleaned. I had to personally clean the kitchen and fridge as they were dirty and greasy. Despite contacting the property manager, I was informed that this is the accommodation I reserved, which is not the case. I am disappointed as I paid a significant amount for this unacceptable apartment. I would like to request a cancellation of my booking at the property and a full refund due to the unsatisfactory cleanliness and condition of the accommodation. I am unable to stay in such a dirty environment. I appreciate your prompt assistance in resolving this matter as I have been waiting for a response for several hours. This experience is unlike any I have encountered with Booking, Agoda, or Airbnb in the past. Kindly assist me in obtaining a refund promptly. Sincerely, Adrienn Borbath

I am experiencing issues with my current hotel stay. The check-in process was problematic, as our room was not ready even though we arrived 45 minutes past the designated time. The hotel's appearance and cleanliness did not meet my expectations, especially the children's pool area. Additionally, the hotel's location and accessibility, especially in relation to a safe path for our 3-year-old child's stroller, are concerning. Despite discussing our dissatisfaction with the hotel manager, I was informed that only Agoda can assist with cancellations and refunds. I kindly request that our reservation be canceled and the funds refunded to either my account or as Agoda credit. I have always used Agoda for booking accommodations and hope we can find a resolution together.

I made a booking with Agoda on Dec 20. After my card was charged and I received a confirmation, I contacted the provided number only to be informed that the accommodation was no longer available due to a calendar error. The person assured me they would inform Agoda to process a refund. However, I have only received automated emails from Agoda asking about my stay. I am eager to reach out to Agoda to address this issue and request my refund. Unfortunately, their chat and FAQ pages have been unhelpful, and I can't find a way to contact them directly. If you are unable to relay this message, I would appreciate receiving an email address or phone number for Agoda. Thank you for your assistance.

Subject: Urgent Complaint Regarding Booking at Patong Princess Hotel Dear Agoda Team, I am writing to express my dissatisfaction with the recent booking I made at the Patong Princess Hotel under Booking ID: [redacted]41 for three rooms for myself and two friends, Peter Fuchs and Michel Sommer. We chose this hotel based on the Agoda Rating of 8.4, but upon checking in on January 2nd, [redacted], we were shocked by the discrepancy between the advertised photos on Agoda and the actual condition of the rooms. The rooms are in dire need of renovation, with old and uncomfortable beds, dirty walls with stains, curtains that are disgustingly dirty, and a bathroom with black mold between the ceramic tiles. The air conditioning unit, dated back to [redacted], is extremely loud, inefficient, and appears to have accumulated dust over the years, which poses a health concern. We are requesting a refund and to vacate the premises immediately due to the unsatisfactory conditions. Enclosed are photos taken this morning as evidence of the poor state of the rooms. We intend to book alternative accommodation through Agoda. I am a platinum member and have been satisfied with Agoda in the past. Please contact me promptly via email at [redacted] or through WhatsApp at +[redacted]4. Thank you for your understanding and swift attention to this matter. Sincerely, David K., Peter F., Michel S.

Agoda Booking ID: [redacted]13 (Outbound) SIN-RGN Airline Reference: 14TFHN I purchased air tickets for the following passengers through Agoda: 1) ZAR CHI SEINT SEINT HTWE 2) SHWE TUT Travel Dates: - 01 DEC [redacted] (RGN-SIN) on MNA - 30 DEC [redacted] (SIN-RGN) on MAI On the SIN-RGN flight by MAI, the date was changed to 27 Feb [redacted] from 30 Dec [redacted], and the airline claimed a discrepancy in the name for passenger 1) as ZAR CHI SEINT HTWE HTWE instead of ZAR CHI SEINT SEINT HTWE. We are unable to update the name in your system, and we need your help to coordinate with MAI to correct the name as ZAR CHI SEINT SEINT HTWE on the booking. Both parties refuse to rectify the error, despite it not being our mistake, resulting from a typo in their system. The airline wants to charge for the correction, which we believe we should not incur as we are not at fault. We seek your support in resolving this matter as Agoda has not taken responsibility. Regards, Win

I made a reservation on the Agoda app, but did not receive any confirmation details. Consequently, I had to book another hotel and received confirmation for it. Later, I noticed Agoda charged me twice the hotel price on my bank account. When I reached out to them, they instructed me to cancel the reservation myself, which was not feasible as I had no means to do so. I contacted the second hotel directly, and they assured me it was okay to cancel without any charges. Despite this, Agoda has not addressed my concerns or refunded my money. The first hotel I booked was My Dream Bali for the dates 2.01 to 6.01.[redacted], but I did not receive any confirmation. I ended up staying at the second hotel, Le Grande Bali, also from 02.01 to 6.01.[redacted] and I am currently here. I was informed this morning by the first hotel that they have canceled the reservation, and I am not liable for any payment. The receptionist at Le Grande was present when this conversation took place with My Dream Bali hotel.

Subject: Missing Email Confirmation for Booking I am experiencing an issue with my booking as I did not receive an email confirmation. Booking ID: [redacted]88 under the name Joyce Mendiola. I have contacted csagoda, but they informed me that the email I used is not registered for the booking. However, I am positive that I used [redacted] to make the reservation. The La Carmela Hotel confirmed my booking when I called them, but I lack the email confirmation as evidence upon check-in. Kindly resend the confirmation to [redacted], the email address I used for booking. The payment is already reflected in my online account. If necessary, I can provide more information to verify my identity. Could you assist in resolving this matter? If needed, could we cancel the current booking and rebook it? Thank you.

Hello, I am Robin Drueckler, and I made a reservation through BOOKING.com for the Leonardo Hotel in Bad Kreuznach, Germany, with the following details: - Booking No.: [redacted] - Check-in: November 21, [redacted] - Check-out: November 26, [redacted] Despite requesting the invoice immediately after booking, I have not yet received any information. I have reached out to both BOOKING.com and the hotel reception, but they advised me to contact AGODA for the invoice. I am kindly requesting the invoice for my business trip so I can complete my travel expenses for November. Please inform me if any additional information is required. Thank you and best regards, Robin Drückler

Subject: Unpleasant Experience at Tulip Hotel Apartment - Request for Refund I wanted to share our disappointing stay at the Tulip Hotel Apartment from 3rd to 7th January. Upon check-in, we encountered an overwhelming stench in the corridors, lifts, and our room, making it unbearable to stay. Despite attempts to ventilate the room, the odor persisted. Adding to our discomfort, we discovered cockroaches and unclean sofas. Despite staff offering an alternative room, the odor issue persisted, exacerbated by excessive air freshener which caused headaches. Feeling nauseated, we had to leave the hotel promptly with my two children. I kindly request a refund for the booking, given the unsatisfactory conditions experienced. Additionally, I urge you to update your site with accurate reviews to prevent others from facing similar issues. Thank you for your understanding and prompt attention to this matter. Best regards, G. Gangwani

I made reservations at the "Slasabila 3 Homestay" for December 31st, [redacted] to January 2nd, [redacted], for two people on Gili Trawangan. I have paid 46.57 Euros for both nights and my booking ID is [redacted]89. Upon arrival, we were informed that the hotel was fully booked, and we were not able to stay there. Unfortunately, we did not receive a refund as promised nor a cancellation email. Due to the busy New Year's Eve period, we were left with no alternative accommodation and had to stay in a very unsanitary, uncomfortable room. I am requesting a refund for the canceled booking and the inconvenience caused. Best regards, Jennifer M. PS: It would be appreciated if responses could be in German! :)

Hello, I need assistance with my booking at Magic Hotel Korskirken in Bergen from December 28 to 30, [redacted]. The reservation details are as follows: Reservation number: [redacted] Reference ID: [redacted]19 Upon my arrival at the hotel, I was informed that I needed to pay for my stay despite already arranging payment through your platform. According to the hotel, they were unable to retrieve the funds from Agoda, leading me to pay my room charges again. I've reached out to Agoda via email twice, but have not received any response. I possess proof of my payment at the hotel and can provide it if necessary. I am seeking either a refund from you for the duplicate payment or for you to settle the outstanding amount with the hotel so they can reimburse me. Thank you for your prompt attention to this matter.