Agoda Customer Service Issues

Subject: Agoda Non-Refundable Room Booking Issue I want to share my recent experience dealing with Agoda regarding a non-refundable room booking. I mistakenly booked a non-refundable room due to confusion with the various room rates offered. After realizing my error, I contacted both the hotel and Agoda Customer Service immediately to inquire about a refund, as it was late and room options were uncertain. The hotel stated there was no cancellation fee but directed me to Agoda for further assistance. Agoda confirmed the room I booked was indeed non-refundable as per their policy. Despite my requests to reinstate the reservation since payment was already processed, both Agoda and the supplier declined due to hotel policy. After contacting the hotel directly, I was informed that the initial booking was canceled without any follow-up from Agoda. Despite the lack of refund, I wish I could have kept the room instead of it being canceled and not reinstated, resulting in the loss of the full amount. Moving forward, I will consider booking directly with agencies that have direct reservations with hotels to avoid similar situations. Please review my case #[redacted]17 for a booking at Centre Point Hotel Pratunam Bangkok for SGD [redacted].50 with a check-in date of December 15, [redacted], and a cancellation made on September 26, [redacted]. Thank you for your attention to this matter.

I had an experience with Agoda while trying to book the Busan Hotel online. I intended to book for a walk in the next two days through installment payment but couldn’t proceed due to the lack of required Malaysian software. Despite not completing the payment, an accidental click led to a successful transaction without receiving the credit card OTP. Feeling unfairly charged, I wanted to cancel the order but couldn't. It was frustrating as I usually need to enter a verification code before payment on any platform. The delayed response from the hotel staff added to the poor customer service experience. I appreciate any assistance in resolving this issue as I didn't get to visit Busan or check into the hotel.

During our stay in Australia, my family and I encountered communication issues with Harbor Terrace Executive Suites booked through Agoda. We were informed that a local Australian phone number was needed to receive access codes. After reaching out with our situation being travelers without a local number, no response was given. Eventually, I had to borrow a friend's phone to secure the access information. Upon arrival, our room had not been cleaned, prompting me to make an international call using my American phone, resulting in additional charges. Due to the room service issue, we were relocated by the company and again I incurred charges making the necessary call to obtain access codes for the new property. I am seeking reimbursement for both calls due to the inconvenience and unexpected expenses incurred.

I made a reservation through booking.com, thinking it was just a reservation, but it turned out to be a booking. I contacted the accommodation, Publove UK, where Mark informed me the cancellation had been made on their end, but the refund was with Agoda. After Mark contacted Agoda, they advised me to reach out to the booking agent. I spoke to Booking.com, and they mentioned that the booking was non-refundable due to being facilitated by a partner company. They expressed regret for any inconvenience and explained that even though the booking was done on their platform, it's ultimately a direct arrangement between the accommodation and the guest. Given my family situation with my father's illness, I hope to receive reimbursement for my payment.

I made a reservation at Oya [redacted] Deyar Alrawada Hotel for two nights, and the payment was deducted from my account. Upon arrival at the hotel, I was informed that my booking was for another property, Deyar Alrawada 2 Hotel. The new hotel mentioned that bookings made through Agoda cannot be canceled on their end and assured me of a refund in 3 days. However, I later received an email from Agoda regarding my stay at Oya [redacted] Deyar Alrawada, conflicting with the information given by the hotel staff. I am eager to receive a refund for the wrongly booked hotel and seek compensation for the inconvenience caused by this confusing situation.

I made a reservation at Oya [redacted] Deyar Alrawada Hotel for two nights, and the payment was deducted from my account. However, upon arrival at the hotel, I was informed by the receptionist that my booking was for Deyar Alrawada 2 Hotel. After going to the correct hotel, they explained that bookings through Agoda were automatically canceled and advised me to await a refund within 3 days. Despite this, I recently received an email from Agoda regarding my stay at Oya [redacted] Deyar Alrawada, indicating that my reservation should stand. This has caused confusion, and I am now seeking a refund along with compensation for the inconvenience caused by this mishap.

I made a hotel booking today, but I accidentally clicked the wrong button. To my surprise, my credit card was charged immediately. I made this mistake unintentionally and am now seeking a refund for the booking. I reached out to the property, but they informed me that no refunds are allowed. I am feeling quite worried about this situation and really need assistance with getting a refund. I mistakenly clicked the button and did not anticipate the immediate charge. Any help would be greatly appreciated.

I booked two rooms for March 13-14, [redacted], at Charoen Hotel in Udon Thani. Upon arrival, only one room was allocated. I had to pay cash for the second room. I have verified with my bank in Denmark that I was charged for two rooms on my Mastercard. Kindly investigate this matter and refund me for the additional room I had to pay for. Regards, S.K. Customer no. [redacted]

I made a reservation at the Al Shohada Hotel in Mecca through Agoda and paid 2,[redacted].26 SAR. However, I received an incorrect booking number that the hotel could not accept. When I contacted the hotel, they stated that there were no booking details on April 4th through Agoda. This situation led me to find alternate accommodation. I kindly request a refund of the amount paid. My first experience with Agoda was unfortunately marred by poor service.

Subject: Complaint Regarding Hotel Booking through Agoda Dear Sir/Madam, I am writing to address an issue regarding a recent booking made through the Agoda portal for two rooms at LA Hotels and Retreats Pvt. Ltd in Delhi under the name [redacted]. The booking was for arrival on 02/04/[redacted] and check-out on 03/04/[redacted]. Despite booking two rooms for two guests each, upon check-in, there were a total of four guests, two in each room, with the respective IDs provided. Upon check-out, the hotel charged Rs.3,[redacted]/- for the two extra guests, which I believe is incorrect as the booking and payment were specifically for two rooms for the declared number of guests. No additional beds were requested, and the occupancy per room was as initially indicated. I kindly request your prompt assistance in investigating this matter and providing a resolution at your earliest convenience. Enclosures: 1. Booking Confirmation from Agoda 2. Hotel Bill Sincerely, [redacted]

Subject: Complaint Regarding Sunbeam Hotel, Pattaya, Thailand Hello, I am writing to express my disappointment with our recent stay at the Sunbeam Hotel in Pattaya, Thailand. There were numerous issues that made our experience there uncomfortable and unsatisfactory. Upon arrival, we were initially pleased with the appearance of the hotel and our room. The common areas and breakfast hall seemed well-maintained. However, our contentment quickly turned to concern due to the behavior of some of the guests. In particular, there was a group of South Asian men at the swimming area who were seen engaging in inappropriate behavior such as washing their swimming wear in the pool and spitting out pool water. Their actions were disruptive and made other guests, including ourselves, feel uncomfortable. The main complaint we have is regarding the excessive noise coming from a nearby bar with loud karaoke. Despite the hotel's location not being in a party-centric area, the noise continued until the early hours of the morning, causing significant disturbance to many guests, myself included. Additionally, the loud behavior of guests returning in the early hours further added to the disruption. In my experience, guests from China, Russia, and India/Pakistan have been the source of most disturbances and undesirable behavior. It would be beneficial to provide specific guidelines in their languages to prevent such disturbances to others. Our stay was marred by these issues, resulting in a lack of sleep and a feeling of exhaustion. We are considering further action as the noise levels exceeded permissible limits, especially considering the age demographic the bar appears to cater to. I look forward to your response and am available to provide any additional information required. Sincerely, Mr. & Mrs. Mistry

Yesterday, I checked into the hotel mentioned above. Upon waking up today, I noticed dark moldy curtains, stains on the walls, clear mold traces in corners of the bedroom, and bathroom. The air conditioning also had a slight musty smell. There were long black hairs in the bed (I have short dark blonde hair) and the water in the bathroom sink was not draining. I tried to get another room immediately. After seeing four different rooms (including a suite), I checked out disappointed as I couldn't get a room without stains on the curtains and in the bed. (I have photo evidence) They informed me to contact you for a refund, which I am doing now. Booking at Primera Hotel Seminyak Booking ID: [redacted]89 Thank you in advance, NTTB

My money is missing! It's outrageous, you are holding my funds, the company knows I only have 1.8 million, you have too many tricks! Yesterday, I received an email to claim, I already claimed it on the 30th of March, and you confirmed it was claimed and waiting. Yet, you keep emailing me every day to claim again. What's the reason now for saying I haven't claimed??? Your business manners are rude! I will report this case. I have claimed it three times already, it's rude! You always have tricks, it's only 2.8 million, you all pretend to serve people, but you have no capital. These are all your tricks: 1. Accusing me of canceling 2. Second excuse, you blame the Bank Mandiri system error, while I sent it via another bank 3. My funds cannot be used for other purchases 4. I've emailed twice to claim, do I have to claim a thousand times? 5. I've been claiming since March 31st, now it's May 5th. Where is my money? Where is my money? Where is my money? Disrespectfully, Benny

I booked a 4-night stay at Mamoun Plaza Hotel in Madina. Initially, the booking indicated a shuttle service, but upon arrival, we were informed there isn't one available. My booking ID is [redacted]. I am seeking a refund for the remaining nights due to my friend's mobility issue with his ankle. We are in Madina for religious purposes and have already reached out to Agoda, yet the matter remains unresolved. Additionally, the cleanliness at Mamoun Plaza Hotel is subpar with dirty linens and hairy beds, creating a distressing environment. I have 3 nights left (6th, 7th, and 8th of April) and wish to relocate to a place closer to the Madina mosque. Please address this urgently and contact me via email or WhatsApp. Thank you.

I reserved a room at the Sun and Sands Hotel to treat my daughter to a pool day. However, upon arrival, I found that there was no pool, the room was not as pictured, had a bad smell, and the customer service was poor. Regrettably, I was unable to cancel the reservation, which was inconvenient especially given my pregnancy and the long journey from Abu Dhabi to Dubai. I am disappointed and frustrated with the experience. I kindly request alternative accommodation as compensation. Thank you.

I am a verified host on Agoda. They published my property, but suddenly they temporarily deactivated it because they requested additional documents and videos under my name. Despite being verified and having a customer booked to stay, I am hesitant to allow the guest to complete their reserved days due to this issue. I am concerned that they might not pay me as they keep requesting information not initially required during the verification process for hosts. It's frustrating that they have still not resolved this after verifying me as a host.

I recently made a booking at Bayon Boutique Hotel from April 14, [redacted], to April 17, [redacted]. Unfortunately, I encountered issues as the hotel mentioned they've been out of contract for two months and had no record of my reservation when I contacted them. This situation implies that my room won't be ready on my intended dates. Therefore, I am requesting a full cancellation of my booking.

I am unable to locate my booking details. I am uncertain which email address I utilized. The booking was made under my mother's account, Alona M., which we have utilized before on your platform. I made a reservation for Aeon Towers in Davao from April 15th to 16th and opted to pay with Gcash. The payment has been deducted; however, I have not received a confirmation of the booking. Can you assist me in resolving this issue? Thank you.

Hello, Good day! We kindly request to cancel and receive a refund for our booking. When we arrived at the Hotel at around 10 am, we realized we needed an additional bed as we had added a guest. Prior to this, we attempted to contact the Hotel concerning the extra guest, but unfortunately, we did not receive any response. After speaking with the AM Hotel management, they granted approval for our Free Cancellation request based on a misunderstanding of their terms and conditions. Our Booking ID is [redacted]36 under Michelle Pagana. We would greatly appreciate your help in facilitating our refund process. Thank you.

Subject: Request for Resending Booking Confirmation for Hotel Victoria Paris Dear Agoda Agency, I am reaching out to request a resend of the booking confirmation for my stay at Hotel Victoria Paris. Upon review, I noticed a typing error in my email address, which led to me not receiving the original confirmation. The booking confirmation code is [redacted]51, with the arrival date set for May 3rd, [redacted]. I kindly ask you to resend the confirmation to my correct email address, which is ([redacted]). I would greatly appreciate it if this could be done promptly to ensure I have all necessary documentation for my upcoming trip. Thank you in advance for your assistance with this matter. I apologize for any inconvenience my oversight may have caused and eagerly await the revised confirmation. Should you require any further information, feel free to reach out to me. Best regards, Rasa Petruniene