Agoda Customer Service Issues

I made a reservation at Staybridge Suites The Hague Parliament for January 1-3 with the booking ID: [redacted]36. On December 26, I contacted the hotel to inquire about moving my reservation to January 4-6. They confirmed this change via email and provided a screenshot. Upon arrival on January 4, I was informed that my booking had been marked as a "NO SHOW" and charged in full. To proceed with my stay, I had to make an additional payment as my reservation had reverted to January 1-3. After speaking with the front desk, I learned that they had adjusted the dates as requested, but Agoda had reverted them back to the original dates. As a result, I paid for two separate stays and I am seeking a refund for the duplicated charges.

I made a reservation with Agoda at the Costa Villa Beach Resort in San Juan, La Union, Philippines for January 3rd to 5th. Upon arrival, the first room had black mold on the ceiling in the bedroom and bathroom. The second room had no light in the bathroom. In the third room, excessive water hammer noise made it impossible to sleep. We were eventually moved to room 9 which smelled cleaner but still had issues such as dirty tiles and a broken tap. The hotel overall was in poor condition with no direct beach access. The rooms had various problems like no soap provided, dirty tiles, and even a non-functioning TV. I have contacted the hotel for a 50% refund, but have had trouble reaching Agoda for assistance as their reply system is automated and not helpful with complaints.

I stayed at the Giglio Dell’opera hotel in Rome from January 4th to 6th. On the first day, we reported issues with the toilet continuously making loud noises and not flushing properly, as well as the bidet being clogged. We were told these problems would be fixed by January 5th, but nothing had changed when we returned in the evening. Due to the above, I am requesting an immediate refund of the amount paid or compensation for the stay as mentioned. Reference: Reservation confirmation number [redacted]95, check-in - Wednesday, January 4, [redacted] I look forward to a prompt and courteous response. Best regards, Valentina Riotto P.S.: Video footage of the described situation is available.

The room I booked is located directly on a busy street with thin windows and walls, making it extremely noisy. This was not mentioned beforehand, and the address listed on the portal was incorrect. The pictures did not show the street view either. I am a noise-sensitive person and seek a quiet place, which was not provided. Additionally, there is no kitchen and no bed duvet in the room. I paid for one month in advance and would like to cancel my reservation and receive a refund. The lack of transparency and the unsuitable living conditions are disappointing.

Hi Agoda, I have a question about cashback rewards. I completed my stay on November 7, [redacted], and was expecting my cash back rewards to be available on January 6, [redacted] (approximately 60 days after checkout). However, I have been checking my Agoda account regularly, waiting for it to be ready for "request," but it's still not available. Today, on January 9, [redacted], it shows that the reward has expired, even though it hasn't been [redacted] days since they should have become available. I would appreciate it if you could clarify and provide guidance on this issue. I have more cashback to claim and would be thankful for your help with this.

On October 17th at 3:48 p.m., I accessed your application and mistakenly made a hotel reservation. The payment was processed using a credit card from "NU" under the name of Victor Andres Quintero Garzon with ID [redacted]1 (registered through my Gmail account as [redacted]) for a total of $[redacted],[redacted].81. I am reaching out to inform you that this was an unintentional error. As no services have been utilized, I kindly request your assistance in refunding and canceling the total amount mentioned above. We do not wish to have any affiliation with your company, as this payment for a service we did not intend to use negatively impacts us. Sincerely, Victor Andres Quintero Garzon ID: [redacted]1 Cell: [redacted] Bogota - Colombia

Dear Sir, I regret to inform you that I am unable to visit your hostel today as I have contracted COVID-19. I kindly request to reschedule my visit to a later date, possibly in June, for example. I am willing to provide a doctor's letter as proof of my situation. I apologize for any inconvenience this may cause. I hope you can accommodate this request without additional charges. Thank you for understanding this exceptional circumstance. Good morning, Olivier Méténier

Hello, I'm Shaira Marie Q. Martinez. I made a flight and hotel reservation on Agoda yesterday, January 8, [redacted]. I'm unable to access the details through the Cebu Pacific App. Could you please provide me with our hotel confirmation and flight itinerary? Our flight reference numbers are MC1JMY, CBR4VR, and X8HD2A. Passenger names: Shaira Marie Q. Martinez Dean Carlo L. Briones Agoda Booking ID: [redacted]92 I appreciate your help in advance. Thank you.

I made a reservation for a twin room for two nights at the Corbigoe Hotel in London. Unfortunately, the room I received was not as described on your platform. The hotel was dirty, had a strong unpleasant smell, and worst of all, there was a significant amount of mold in the rooms which triggered an allergic reaction. It was impossible for me to stay there, so I had to find alternative accommodations. I paid 80.40 Swiss Francs for this booking. I kindly request a refund of this amount. Please respond to me promptly.

Subject: Overcharged Booking Issues at Rum Bungalows in Phu Quoc Island Hello, I recently made multiple bookings through Agoda for a stay at Rum Bungalows in Phu Quoc Island. Initially, I booked a room for 2 nights from January 2nd to 4th, expecting to pay around [redacted],[redacted] Vietnamese dong. Upon arrival, the receptionist informed me that the price was 1,[redacted],[redacted] Vietnamese dong, which was different from what was stated on the app. After facing challenges contacting Agoda, I cancelled and rebooked twice, encountering the same issue both times. I finally made a new booking (ID [redacted]65) and paid by credit card, only to still be overcharged. In total, I have made additional payments to Agoda, exceeding the initial price shown. I kindly request a review of these discrepancies and a refund for the excess charges incurred. Your prompt assistance in resolving this matter would be greatly appreciated. Looking forward to your prompt response, Laura

I reserved a hotel in Majorca for a week through Agoda for two adults and two children with half board. The hotel informed me that the booking is for a family suite, but only accommodates two adults, and this booking was made through Booking.com. I contacted Agoda for assistance, but they stated they are unable to help. They suggested canceling the booking and incurring a loss, then making a new reservation. It appears that the mistake occurred because the two children were not included in the original booking via Booking.com, causing this inconvenience.

To Whom It May Concern, I reserved a stay at Rum Bungalows in Pho Quoc Island through Agoda with booking ID [redacted]32 for 2 nights from January 2nd to 4th, [redacted]. Initially, I expected to pay approximately [redacted],[redacted] Vietnamese dong at a 25% discount. Upon arrival, the receptionist requested 1,[redacted],[redacted] Vietnamese dong. I showed the app's price, but it suddenly changed. After failed attempts to contact Agoda, we decided to cancel the first booking. I then made two more bookings (ID [redacted]85 and ID [redacted]65), encountering the same issue. Despite using my credit card to pay for ID [redacted]65, I ended up paying [redacted].61 NZ dollars, much more than expected. In addition, I made payments of 61.36 NZ dollars and 92.61 NZ dollars to Agoda, which exceed the original price shown. I have attached evidence for your review and kindly request a thorough investigation into the discrepancies and a refund for the excess charges. Looking forward to your prompt response.

I had a trip booked to El Nido from Manila for January 1st to the 3rd, but all flights were canceled, forcing us to stay in Manila until January 4th. Unfortunately, we weren't able to stay at Caldao Resort for the additional night. We paid $[redacted] AUD per night for the 1st, 2nd, and 3rd of January through Agoda. I kindly request a refund for the unused night. Thank you. Sincerely, Dr. F. Ghazanfari

Subject: Urgent: Action Required for Your Booking ID [redacted]77 Dear Agoda Customer Experience Group, I am writing to inform you that I have responded to your email regarding booking ID [redacted]77, but I have not received any confirmation from your end yet. Kindly assist me with this matter urgently. Looking forward to your prompt response. Kind regards, Cheong Ka Wang

Hello, I am contacting you regarding my room reservation that was not what I paid for. My reservation reference number is [redacted]. I initially booked a room with one bed, but upon ordering, it showed a room for 8 people. In a rush to visit Paris, I had to pay the higher price of 65 euros instead of my expected 33 euros for the first night at F1 hotel. I ended up spending all my pocket money on this. Later, I paid for three more nights at the same hotel at exorbitant prices instead of 33 euros per night. Due to forgetting my credit card at home, I never checked in. The nightly rates increased drastically from the initial 33 euros. I demand a refund for all these extra charges as I have not received a response for my previous complaint. My information is as follows: Glia Mariane, 9 Impasse Sylvestre, [redacted] Marseille, [redacted]. Kindly contact me to clarify my refund for the stressful experience of these four incorrect bookings. Thank you.

Hello, I made a reservation yesterday for the "Mường Thanh Luxury Saigon Hotel" through Agoda. Despite receiving a confirmation message, I have not received any further details such as a Booking ID. I have proof of payment from my bank statement indicating that the transaction went through. I have tried to reach out through chat and email multiple times without success. The room is needed early tomorrow, and I am feeling very stressed about the situation. The website crashed after confirming the booking but returned to the homepage when refreshed, affirming it's not a scam. The bank statement shows the payment to "agoda.com Khach San Internet." Please assist me promptly with this matter.

Hello everyone, I'm reaching out regarding the booking under ID [redacted]47 for Evrim Ersoy at Best Western Hotel in Berlin from February 15th to February 23rd, [redacted]. I am pleased to share that I have arranged a room for Evrim as well. At the moment, we have a duplicate booking situation, and I have been in touch with the hotel to resolve this. The hotel recommends contacting Agoda directly to cancel the extra reservation. Once Agoda contacts them, the room can be canceled free of charge. For direct communication, their email is [redacted] They are prepared to process the cancellation upon receiving the request from Agoda. I kindly request Agoda to reach out to the hotel to cancel my reservation for one of the rooms booked under Evrim Ersoy's name with Booking.com, reservation number [redacted]. The intention is to cancel only one of the three rooms booked. Please note that the booking made with Agoda will remain unaffected. Thank you all for your attention and assistance in this matter. Warm regards, Chris O.

Dear Team, I recently made a booking at Oceana Hotel in Bournemouth. Unfortunately, there was a problem with the room I was assigned. The noise from a heating/conditioning system nearby was extremely loud and made it unbearable to stay there day and night. I immediately reported the issue upon arrival, explaining that I was exhausted from a lengthy flight and needed a quiet room. Although I was offered a different room, it was even smaller and located by a noisy, busy street. Since there were no other room options available, I had no choice but to stay in the first unsuitable room. I promptly informed Agoda about this issue, but due to health problems, I was unable to pursue the matter further. As a loyal customer, I am kindly requesting a refund for the sleepless and unsuitable accommodation. The hotel should not have sold a room with such a significant noise problem, especially when a guest had requested a quiet room. I look forward to your response. Thank you.

On 29/12/[redacted], I made flight ticket reservations from Kuala Lumpur to Kuching on 30/12/[redacted] (Booking reference: SAHUIQ) and from Kuching to Kuala Lumpur on 2/1/[redacted] (Booking reference: JPAGAG). Unfortunately, I had to cancel the trip due to unavoidable personal issues. Additionally, I received a message from the bank stating that my transaction was unsuccessful, but upon checking, the amount for the ticket purchase was deducted from my account. I kindly request your assistance in refunding the reservation payment if I am eligible for such a process. I apologize for any inconvenience caused and sincerely thank you in advance.

Hello, We are still waiting for our refund for our hotel night at Crystal Luxury Bay Resort Nusa Dua Bali. Upon arriving on Dec. 20th, the hotel claimed they did not have the reservation from you, despite my confirmation in hand. We contacted Agoda twice in the hotel's presence, but no resolution was reached. The hotel never received your reservation. We waited for two hours, only to be informed they still didn't have it, and subsequently had to change hotels due to their full occupancy during our wait after your response. Hence, we never utilized this reservation and had to change hotels after nearly 3 hours of waiting upon arrival.