Agoda Customer Service Issues

I made a booking at Constatinopolis hotel in Istanbul from the 19th to the 23rd of February under the name Nouran S. I arrived at the hotel 2-3 hours ago and was extremely disappointed by the condition of the hotel. It does not meet the standards of a 3-star hotel according to Agoda; it appears to be below one star. The reception area and chairs are in poor shape, and the room I was offered had a bad smell and an unappealing view of a storage area. A friend, under the name Rania Z., also made a reservation to stay with me, and we both urgently need to cancel our bookings. Despite my attempts, I have been unable to reach customer service for assistance. This situation has disrupted our plans, leaving us tired, hungry, and without suitable accommodations for the night.

I tried to book the Ambassador hotel in Bangkok, but when I clicked to pay, nothing happened. After a while, I turned off my phone. I attempted to pay through my bank in Sweden with booking number [redacted]65, and the last 4 digits of my bank account are [redacted]. Then, I tried again, this time paying with my Thai bank, and it went through immediately. I received an email confirmation with booking number [redacted]81. A few minutes later, I received another email confirmation for the same booking number as before, [redacted]65. I contacted Agoda customer support to address the issue, but had difficulty understanding the person due to a strong Indian accent. I understood that someone would get back to me. I tried to cancel the duplicate booking [redacted]65, explaining the situation, but was directed to a hotel policy.

Hello, upon my arrival at Jazz Residences in Manila, Philippines, the reception staff informed me that I may have been scammed regarding my booking through Agoda. The supposed contact person, whose email is [redacted], did not respond, and they are unknown to the residence staff. My booking reference is [redacted]75 and Reference ID [redacted]. I am a frequent Agoda customer and was deeply shocked by this experience, especially after a long journey from Switzerland with my son. The receptionists advised against using Agoda due to frequent scams. I can be reached at [redacted] [redacted] in the Philippines, or on Whatsapp at [redacted] 76 [redacted]. My email is [redacted] I am requesting reimbursement and compensation to restore my trust in Agoda. I appreciate your prompt attention to this matter. Thank you, Alain Catalano.

Dear team, I would like to request assistance regarding my booking reference: [redacted]49. I was charged a cancellation fee today, although the reservation clearly stated free cancellation. Upon arrival at the hotel, I discovered that the booking was mistakenly made for March instead of February as intended. The hotel receptionist advised canceling the March booking and creating a new reservation for the correct dates. However, I was still charged the cancellation fee. I kindly ask for a refund of the charged amount to my bank account. Additionally, could you please verify if the booking is indeed for February or March? If a refund is not possible, I would appreciate it if the reservation dates could be adjusted accordingly. Best regards, Adnan Al Q.

Booking number: [redacted]87 Dear Sir or Madam, I recently received an email stating that the payment for my booking has failed. Despite numerous attempts to enter my new credit card information into your payment portal, I have been unsuccessful. I have a 48-hour deadline to make the payment before my booking is cancelled. I am eager to complete the payment on time and would greatly appreciate assistance in successfully entering my credit card details for payment. I do not want to lose my booking under these terms. Please provide me with a payment link that can accept my credit card details and is fully functional. I have also tried using two different working credit cards on the Agoda app without success. It consistently indicates that the payment cannot be processed. Kind regards, C.H.

I had an awful experience with AGODA. I made two bookings, one for the night of 22/Feb and another for the nights 23 and 24. AGODA confirmed my bookings and the bank deducted the amounts. However, a few hours later, I received notifications that both bookings were canceled without any coordination or explanation. I was charged for the cancellations but not informed properly. The customer service chat was unhelpful, and I ended up spending a night in the hotel lobby. It was frustrating to be kicked out multiple times during the booking process without any notification. I'm disappointed and considering using Booking.com instead. Please advise on how the funds will be refunded and why this happened. My Booking IDs are [redacted] and [redacted]. Contact me at [redacted] or +[redacted]74. Thank you.

I'd like to change my booking (Booking ID [redacted]77, Reference ID 8JAN14FV) from March 22-23 to May 22-23. Please help. Thank you. I want to address an unfortunate experience with Agoda's customer service. When I reached out to the online team, I was instructed to contact the hotel directly for approval. I was then asked to provide the approval name and position to Agoda's team for confirmation with the property. I was unhappy with how my issue was handled and Agoda's response. It should be Agoda's responsibility to assist customers by liaising with the property. Though I understand the booking's non-refundable terms, I only wanted to inquire about changing the date and was willing to pay any additional fees. I also mentioned concerns about potential confusion due to multiple listings for the same hotel on Agoda's website when I made my reservation. However, these concerns were not acknowledged by the customer service officer. I would appreciate a review of these issues and, most importantly, assistance in changing my booking from March 22-23 to May 22-23. Looking forward to your prompt response.

Dear Community, I have a question about my recent reservation in Praslin, from 30.3 to 3.4.[redacted]. I booked for 2 adults and 1 child (10 years old). I just realized that in different parts of my reservation, there are two different ages listed for the child (2 years and 10 years). I'm certain I entered the correct age of 10 years when making the reservation. Now, I'm concerned that when we arrive at the guesthouse, there might be only 2 beds available. I'm worried that we may have to pay extra upon arrival. I couldn't attach screenshots here. Can I send them via email for clarification? What should I do in this situation? Thank you for your assistance. Best, Tina

Dear Sir/Madam, I accidentally made three bookings at the same hotel for the same date and am unable to cancel two of them due to the non-refundable policy on Agoda's app. This is my first time using Agoda, and I unintentionally confirmed the bookings without realizing. I received the confirmation emails late due to internet issues at my office. I acknowledge my mistake and kindly request your assistance in cancelling two of the bookings. I am committed to staying at the hotel on March 12 and 13 for one night. I hope to keep my initial booking and possibly receive a refund for the other two. I appreciate your understanding and cooperation. Thank you for your consideration.

I made a reservation at Bay Front Inn Hotel in Santa Cruz through the Agoda website. I am currently attempting to cancel this reservation. I contacted the hotel directly and was informed that cancellations must be made through the third-party website I used to book. I have a booking ID number, which is [redacted]74. The confirmation screen from Agoda includes a contact number for the property. Unfortunately, when I dialed the number provided, I received an error message stating that my call could not be completed. The website explicitly states that the booking fees are fully refundable within the specified time frame, which I fall into. Despite trying several times to cancel, my efforts have been unsuccessful. I just want the booking to be canceled as my credit card details are on file, and no charges have been processed. This has been a very frustrating experience.

My recent stay at the hotel was extremely disappointing. I am requesting a full refund due to the lack of security with doors not locking, presence of fungus in the bathtub, and rooms emitting a strong odor. The hotel's condition did not match the description in the advertisements, and its location was not accurately portrayed. Furthermore, I was alarmed to learn from an Uber driver that the establishment is known for illegal activities, which were not disclosed. If you care about customer safety and satisfaction, please address these issues promptly. The unsanitary and potentially dangerous environment of the hotel made me feel uneasy, and I believe it should not be promoted on your platform.

I had an experience I want to share. While browsing on Agoda, I was interested in booking the Busan Hotel for a walk in the next two days. I tried to make the reservation using installment payment, but since I didn't have a Malaysian installment software, the payment was unsuccessful. Due to the cold weather and feeling unwell, I decided not to proceed with the booking. However, accidentally I pressed the payment page again, even though I didn't receive the credit card OTP. I tried to cancel the order immediately, but I was unable to do so without the verification code. This situation was frustrating for me as I wasn't able to cancel the order promptly. I have encountered delays in communication with the hotel, and I believe the after-sales service could be improved. I didn't end up going to Busan or checking in at the hotel. I appreciate any assistance you can provide in resolving this matter. Thank you for your help.

Dear Agoda, I am writing to request a refund for my recent stay at The Kanjeng Suites Villas in Seminyak. Upon checking in at 10 pm, I was disappointed to find that the room's condition did not meet the standards advertised on Agoda's website. I have attached photos taken on the first day to illustrate the poor room condition. Despite requesting a room replacement on the following day, none were available due to being fully booked. Consequently, I had to seek alternative accommodation nearby. I believe it is only fair to request a refund for the remaining nights (22-23 Feb [redacted], 23-24 Feb [redacted], 24-27 Feb [redacted]). This experience has unfortunately impacted my holiday negatively, and I hope Agoda will address this matter promptly. I look forward to your response. Sincerely, D.

Hello, I apologize for my English. On Friday, I called Perennial Resort in Phuket while I was on a speedboat in Koh Phi Phi. Unfortunately, I didn't hear or understand the man at the reception. I just wanted to inquire about a room for Friday, February 24th. Somehow, he ended up booking a room for me on Agoda, but I only wanted information. Today, a woman at the reception suggested I contact you because I didn't stay at the hotel and can verify that. If there's any way you can help me by refunding my money, I would greatly appreciate it, as it's a significant amount. I didn't make the reservation; it was a mistake. I was on the speedboat and couldn't have given my card number. Thank you for addressing this issue promptly. Thank you.

I made a reservation at the OYO [redacted] The Royhanna Beach Home through Agoda, selecting payment on arrival. However, upon reaching the hotel, I found it closed. After contacting the designated number and emailing with no response, I sent evidence of the closure. Agoda reserved the full amount on my credit card, and despite my request for a refund due to the hotel's closure, two weeks have passed without reimbursement. They now require documentation of my stay at an alternative hostel to process the refund, which seems unnecessary considering the circumstances. I believe this delay and request for additional documents are unjust, especially since I faced inconvenience and additional expenses encountering a closed hotel.

I reserved a two-night stay at MY HOTEL PHUKET (Sha Extra Plus) from 02 Feb to 04 Feb, and my booking was confirmed under ID#[redacted]77 after payment with my AMEX card. However, upon arriving on 02 Feb, the hotel had no record of my Agoda booking and claimed to be fully booked. Despite showing them the Agoda confirmation ID, they insisted on me contacting Agoda for a refund as they had no record of the reservation. I have since emailed Agoda about the issue, but have not received a response. I had to find another nearby hotel and pay a higher rate for a last-minute booking. I am now eagerly waiting for the refund from Agoda as the hotel was unable to assist due to being fully booked. This situation has left me very disappointed.

I am from Mexico and recently attempted to book a hotel in Mexico City. Unfortunately, my payment was declined, resulting in the cancellation of my reservation. Despite trying again, I encountered the same issue. Surprisingly, I was later charged for both canceled reservations with no means of contacting the hotel for clarification on these charges. The numbers provided for explanations are: [redacted]06 and [redacted]22.

I have a booking reference: [redacted]88. There seems to be a schedule conflict at The Manila Hotel due to the JS Prom of Malayan High School of Science. The JS Prom was originally set for March 11, the same date as our booking at the hotel. We were told to contact Agoda directly to reschedule our stay to March 18 to fix this issue. Since we booked through Agoda and not the hotel directly, we need to communicate the changes through Agoda, who will then notify the hotel. The Manila Hotel is fine with the rebooking as long as the communication is done correctly. For any further details or confirmation, please reach out to Ms. Cor Manansala at The Manila Hotel.

Unfortunately, the Crystal Arctic Suite canceled our reservation last minute, leaving us stranded on a cold winter night. They are not offering a refund right away and are requesting the hotel invoice from our new booking to process the refund, although we booked through Agoda. We had to spend an additional [redacted].15 AUD on a new accommodation, which was costly due to the last-minute nature of the booking. Agoda's customer service has not been helpful either, as they are also requesting the hotel invoice despite it being clear that the booking was made through Agoda. I am seeking a refund for the difference paid for the new booking due to Crystal Arctic Suite's sudden cancellation.

My partner and I recently made a booking at 1a Albert Road in Cape Town City Center but encountered significant issues upon arrival. The security guard at the front desk was unhelpful, and despite our efforts, we were unable to locate our reservation. After multiple failed attempts to resolve the situation with different individuals on-site, we were left frustrated and disappointed. The lack of assistance and professionalism we experienced tainted our entire day, ultimately resulting in our request for a refund. This experience was particularly disheartening as it was our only opportunity for a getaway due to my partner's demanding job. We hope to receive a prompt resolution to this matter.