Agoda Customer Service Issues

I attempted to update the second guest's name but encountered issues, so I decided to cancel the booking. I am now facing difficulties in obtaining a refund. If feasible, I would prefer to retract the cancellation and continue with the original booking at the same hotel on the same day. It would mean a lot to me, especially as a birthday treat. I take full responsibility for the error, but it was unintentional. I had been saving up for this staycation and would appreciate any assistance provided. Thank you.

I tried to update the second guest's name, but I couldn't manage to do so. I then canceled the booking but found it challenging to receive a refund. If a refund is feasible, I would prefer to retract the cancellation and continue with the booking at the same hotel on the same day. It would be a wonderful birthday surprise if an exception could be made. I acknowledge my mistake, which was unintentional. I had been saving up for this staycation, hoping to enjoy just a day at the hotel. Your assistance is greatly appreciated.

Extremely Disappointing Experience I reserved a non-smoking king room but was given a smoking king room and charged an extra $15. Later, I was moved to a double twin smoking room due to a pet I paid a $15 refundable deposit on, even though I preferred non-smoking. The room lacked hot water, and when I reported it, the staff member initially accused me of lying. The towels were old and stained, bedsheets and pillowcases were yellow and stained, and the comforter had burn holes. Additionally, I found broken glass in the fan, holes in the walls and bathroom doors, and drug residue on tables. The customer service was rude and dismissive. Despite booking a low-end room for $54, I ended up paying nearly $90. I have photographic and video evidence of the poor conditions.

I made a reservation for a stay at Niagara Lodge and Suites in Niagara Falls on May 13th, [redacted], with the confirmation number #[redacted]54. Upon arrival, we were dismayed to find that the actual room did not match the online photos. The room was untidy and had a broken bedroom lock. Additionally, the bedding was covered in long hair and the bathroom flush was broken. Due to these issues, we requested a refund shortly after checking in. We only spent about 10 to 15 minutes in the room before going to the front desk to request our refund. The staff instructed us to contact Agoda for the refund, but I have been unsuccessful in reaching them for the past three days. This situation warrants media attention as the hotel's online photos do not reflect the actual conditions. I am seeking a refund for my unsatisfactory experience. - Kiran M.

Regarding reservation number [redacted]24, my entire booking was canceled because of a no-show. I am uncertain if this was done by Agoda or the hotel itself. I encountered a password problem, which caused me to arrive a day later. Unfortunately, my entire reservation was not reinstated. Consequently, I had to make a new payment for one night's accommodation. I am seeking a refund for the night of May 18. The hotel was kind enough to allow me to stay until next Tuesday as per my initial booking, but the issue of the additional night still requires attention.

I would like to request the cancellation of my Agoda booking with Booking ID [redacted]08 for a stay at Perisher Valley Hotel on August 13, [redacted]. I made this reservation on March 1, [redacted], but canceled it within 24 hours. Despite this, I have yet to receive my full refund. The hotel informed me that I need to cancel through Agoda for the refund to be processed. I have already contacted Agoda at [redacted] on March 2, [redacted], April 28, [redacted], and May 17, [redacted] to request the cancellation. Although I received an email confirming my inquiry on March 2, [redacted], stating a 48-hour response time, I have not received further communication regarding the refund. As the timeline for online cancellation has passed, I kindly ask for a human intervention to initiate the cancellation process and issue a full refund. Feel free to contact me at [redacted] [redacted] [redacted] if additional clarification is needed. Thank you, Jenny H.

On April 27, [redacted], I made a reservation for May 12-14 at Seda Atria Iloilo for 3 rooms for our team building event. Unfortunately, on May 11, at 10 PM, one of our close contacts, Imelda A., tested positive for COVID. This forced us to cancel our trip. Despite not receiving any email confirmations from Agoda or Seda Atria, I tried to find my booking reference number in my email and the Agoda App without success. I attempted to contact Seda Atria by phone to cancel, without any luck. I informed Ms. Imelda about the situation to address any charges from HSBC. Despite receiving a text from Seda about our arrival and my response of cancellation, I did not receive further communication. I also tried to call the contact number provided but couldn't get through. On May 14, Ms. Imelda received a text confirming the charge on her card. I apologize for not canceling earlier, as we were caught off guard by the COVID situation. I have exhausted all options to cancel and kindly request your understanding in this matter.

Upon arrival at the hotel, we encountered a rude staff, eventually receiving keys to our room. The hall carpets were stained, reeked of smoke, and unfortunately, our room had a similar smell. The television was not mounted securely, the lighting was insufficient, and the bedsheet had noticeable holes. The persistent smoke smell was unpleasant. The next morning, we awoke with bites and found bed bugs on the bedsheet. We have recorded videos and photos for verification. When we approached the staff, we offered to show them the proof, but their response was dismissive. Due to the unsatisfactory conditions, we decided to leave and requested a refund for the night we did not use. The hotel staff informed us that for a full refund, we would need to contact the booking agency, Agoda. We are disappointed with the experience and seek a full refund for Booking ID:[redacted]39. Other guests also checked out early due to similar issues. This hotel's standards are not acceptable and should be removed from the website.

I have a booking with ID [redacted] at Ausotel wow for May 20-28 for 8 nights' stay. I would like to shorten my stay by checking out on Monday, May 22. The hotel is far from the city center, and getting to the MRT takes over half an hour. It's challenging for me to hail a taxi because many drivers rely on apps that I don't have. As I find this situation difficult due to my age, I would appreciate your assistance in addressing this matter. I intend to book another hotel through Agoda and am willing to pay any price difference. Alternatively, any credit from shortening my stay can be kept in my Agoda account for future use. Please provide me with a prompt response. Thank you.

Dear [redacted], I made a reservation at AO hostel in Hamburg for May 20 to May 21, [redacted]. The booking was for a private single bed with a shared bathroom, as clearly stated on Agoda's website. However, upon arrival, I was informed that it was actually a single bed in a six-person dormitory. I was not alone in experiencing this issue, as three other individuals faced the same problem while I was there. Upon revisiting Agoda's website, I confirmed that there was indeed an error in the advertisement. Consequently, I had to book a private room at another hotel for [redacted] euros, as all private rooms at AO hostels were fully booked. Due to being a light sleeper and needing to be well-rested for work on Sunday, staying in a dormitory was not an option for me. I am requesting a refund of [redacted] euros due to the misleading information provided. Sincerely, Oscar

On arrival to my hotel room, I was unfortunately bitten by bed bugs, resulting in a distressing experience. The hotel staff relocated me to a new room at 3:00 a.m. after my shift, causing sleep deprivation. However, the second room was unsatisfactory with an unmade bed and dirty clothes with bloodstains. Extended Stays promised a refund, but I need your approval as well. My name is Jessica Collier, and my stay was on May 19th. They advised me to contact you directly if necessary. Thank you for your assistance.

Subject: Query Regarding Unexpected City Tax Charge I would like to address an unexpected city tax charge I incurred during my recent stay at a hotel booked through Agoda. My check-in date was May 8, [redacted], and check-out was on May 15, [redacted]. The booking was prepaid for €[redacted].30 with €90.40 designated for taxes and fees, however, there was no mention of a City Tax. Upon checking out, I was asked to pay an additional €56 for City Tax. Despite raising the concern with the hotel staff and showing them my booking confirmation, I was still required to pay the tax. Although I complied to avoid any negative repercussions, I believe this issue stems from a lack of transparency on Agoda's part. I am disappointed by this unforeseen charge and would appreciate a resolution to this matter promptly. Thank you for your attention to this issue. Best regards, K. Geaney Cork, Ireland Tel: [redacted] 86 [redacted] Email: [redacted]

I feel deceived after booking with OYO [redacted] T Family Hotel. I paid for my reservation, but upon arrival, I was informed that the room I had booked was fully occupied. To my surprise, I was asked to pay an additional RM15 and provide a RM50 deposit for another available room. This lack of transparency is disappointing. How can Agoda ensure that hotel managements do not manipulate customer bookings? I was informed that the room I reserved was unavailable due to being fully booked, forcing me to incur extra charges for a different room. It is already late in the afternoon, leaving me with no alternative. If I requested a refund, I would have to endure a lengthy wait. Unfortunately, I reluctantly paid the additional charges despite my dissatisfaction.

I am very upset with Agoda. My refund is pending on your site. IndiGo has sent my refund, but it has not been released by your side. Please process my refund. The response from IndiGo is as follows: Dear Mrs. P, Here is the refund status for your booking reference: LUFPKN. The refund amount of INR 3,[redacted] will be credited to the original payment method. Refund Summary: Refund Amount: INR 3,[redacted] Refund Initiated Date: 27-Apr-[redacted] Payment Method: Agent Status: The refund has been processed by IndiGo. Please contact your booking partner/travel agent for further details.

Dear support team, I am reaching out regarding a reservation at our hotel NH Collection Olomouc Congress that was made through your system. The reservation is for HANA BAKALIKOVA from 5.8. to 6.8. During this period (from 28.7. to 8.8.), our hotel will be closed for renovation, and unfortunately, we are unable to accommodate the guest. Could you kindly get in touch with the guest to either cancel or reschedule the reservation? Thank you very much for your assistance. Best regards, Anna Berková Guest Relations +[redacted] [redacted] [redacted] [redacted]

Dear Customer Service, I wanted to let you know that I recently booked a reservation at Andalucia Golf & Spa in Tangier, Morocco for June 3rd to June 5th, [redacted], through your website. I have been charged for the booking, but I haven't received a confirmation email for it. The hotel mentioned that they can't find the reservation in their system. Initially, I made the reservation under the name BOUKARKOUR SANAE. When that didn't work, I attempted to book under the name MCHACHTI-ABEKHTI OUISSAL. I am eagerly awaiting your prompt response. Best regards, Mchachti-Abekhti Ouissal

I booked a flight ticket from Hyderabad to Kolkata on December 25, [redacted], for two people, Hari Priya C. and Sumathi C. My Agoda booking ID is [redacted]45. The PNR/Booking Reference for Hari Priya C. is RMMG3C and for Sumathi C. is VNI3HC. I canceled the tickets within 4 hours on the same day and have not received the refund yet. Please investigate and process the refund promptly.

(Solved!) Issue resolved: I encountered a problem with the Agoda app not allowing me to complete a new booking due to a region/country requirement. To overcome this, I found a workaround by selecting "freezing the price" on the previous screen, where I made a small deposit of $42 towards the total payment. After Agoda sent a confirming email for the "price freeze", I clicked the link provided to finalize the payment/booking without the need for a region or country input. This workaround successfully resolved the issue for me! :)

Hello, I made a reservation based on your recommendations and the rating given to this establishment for a night from the 24th to the 25th of May at New Century Amsterdam Hotel. The hotel fell short of the standards you provided. It felt like a horror movie set with an icy, dirty room. The wallpaper was torn, and the carpet was stained in both the room and corridors. The mattress was sagging, with hair on the sheets and gray towels. I have canceled my reservation. The taxi rides to and from the airport to this hotel cost me 45€ each way, totaling 90€. Please refund me the amount charged for the room.

We had an unpleasant occurrence at Royal Tulip Springhill Resort in Jimbaran. While in the hotel area near the parking and lobby, my wife and I spotted a large snake. This caused extreme distress as my wife has a severe fear of snakes. Upon reporting the issue to security, the snake was removed. However, when I raised the matter with the hotel manager, they dismissed it as a normal situation beyond their control. For a 5-star establishment like Royal Tulip, encountering such a threat is unacceptable. Despite escalating the matter through Agoda for a refund, the manager's response was disappointing, claiming they couldn't accommodate our request. Feeling unsafe, we find it impossible to continue our stay at this hotel and insist on a refund. This situation is far from standard and warrants immediate attention.