Agoda Customer Service Issues

Booking ID [redacted]89: I accidentally booked a room on the Agoda app without entering my CVV number, which is concerning for the security of my card. I contacted the call center at 12 am IST to cancel the booking and requested a refund, but despite assurances from the representative, I have not received any callback. I have been trying to reach Agoda since morning with no success. I am exhausted. I urgently request the full refund of Rs [redacted] and the prompt cancellation of the booking. I am looking forward to a call back from Agoda.

Hello, Following our stay at Mandalay Bay from October 7th to 10th, we were very surprised and extremely disappointed to have had to add additional charges to the original bill. Your booking indicated that the amount was total; however, we had to add [redacted] euros at check-out. The parking was also not mentioned as a paid service anywhere. Although your price was appealing, due to the lack of information and transparency, the price ended up being as expensive as usual. This is unacceptable. We hope that you will offer some form of compensation. We will also take some time to notify others about this lack of information and honesty on social media. We look forward to your response. Best regards, L. and M. ARNOULD 24 Mill Road [redacted] COLOMIERS

Booking # [redacted]42: I was mistakenly charged for a booking that I promptly canceled. On April 24, [redacted], I accidentally booked a hotel room at Conrad in Manila, and within minutes realized my error. I immediately tried to cancel through the booking website via multiple emails. Unfortunately, due to a lack of phone service on Sarigao Island, I couldn't contact anyone right away. When I reached American Express later, they assured me they would handle the issue. I provided them with all emails and receipts relating to the cancellation, including the one from you, indicating cancellation by Agoda. Despite this, the charge remains on my account. American Express informed me they lost the complaint and advised me to reach out to Agoda. I urgently tried to cancel the booking, but I was still charged for a hotel room I never used. A refund for this problem would be greatly appreciated. I am eagerly awaiting your response. Glen Edgecomb

Hello! I had paid for a 3-night stay at Fox Harris Hotel in Jimbaran for September 16-17-18 but was unable to stay due to a cancelled flight on September 15 caused by a typhoon in Hong Kong. I notified you on September 14 that I would arrive a day later (September 17) but received no response. Upon my arrival at the hotel on September 17 after a long journey from Canada, I was informed that my reservation was cancelled and the hotel was full. I am disappointed as I had informed you in advance about the delay. I am requesting a refund of $[redacted].65 for the 3 nights. Thank you, Kevin M. [redacted]

I made a booking for a guesthouse in Goa (Booking id: [redacted]69) from September 30th to October 2nd, [redacted]. Unfortunately, I received a cancellation email from Agoda shortly after booking, stating that the room had already been booked by someone else. I reached out to Agoda for a refund and they assured me they had initiated the process. After checking with my bank, they mentioned that refunds usually take 4-7 days to reflect, but it has been 12 days since the cancellation and the refund has not appeared on my bank statement. I have tried contacting Agoda for more information and requested details of the transaction, but have not received a response yet.

Hello, I reserved a room at Novotel Beijing Xinqiao, China through Agoda for our stay in November. My booking reference number is [redacted]57. The reservation only has my name, "Manjunath Subbaiah," listed as the lead booker, but for our Chinese tourist visas, the government requires all three guests' names. My wife's name is "Shilpashree Kirugavalu Jayaram" and my son's name is "Arnav Manjunath." Could you please add their names to the reservation and send me the updated PDF so I can proceed with the visa application? I was unable to find this option on the website. Thank you in advance to the Agoda team for your help!

Dear Sir/Madam, I made a reservation for 2 rooms at a hotel in Malaysia on October 13, [redacted], at approximately 8:30 PM. Unfortunately, my sister Nahid, who has MS, experienced numbness in her legs later that night while we were at ST Residences Kuala Lumpur, Malaysia. We have been preoccupied contacting her son in the USA for guidance, and her doctor advised her to return home. Her son will be coming to bring her back. I have already canceled our flight tickets and now need to cancel our hotel booking with Agoda. Our booking ID is [redacted]17. Her wish was to travel with her sisters before losing mobility, but it's heartbreaking that we couldn't fulfill this together. This is a difficult time for us. Regards, Laila Ismeal 61 [redacted] WA, Australia

Subject: Refund Request for Booking Fee Dear Team, On October 1, I made a reservation for 2 rooms at the Strand Hotel with the booking reference number [redacted]88 and used a credit card ending in [redacted]. I cancelled this booking and believed there would be no charges due to the absence of a cancellation fee notification. However, upon checking my credit card statement, I was surprised to see a charge for this booking. Although I overlooked the cancellation email, I genuinely thought I wouldn't be charged based on the absence of a cancellation fee. On the same day, I made another reservation through your website with the booking ID [redacted]96. Kindly assist me in refunding the booking fee for [redacted]88 as it is a significant amount. If I had known I would be fully charged, I wouldn't have booked another hotel. Your understanding and help in resolving this matter would be greatly appreciated. Thank you in advance for your cooperation. I look forward to a positive response. Warm regards, Ana

I made two bookings on 12 October but did not receive any booking ID or confirmation. I booked without logging into my app, so I can't check my booking history. Please send the booking confirmation and details to my email. Booking Details: 1) Jodhpur, Rajasthan, India - 25 December [redacted] to 27 December [redacted] at Jaswant Bhawan Home Stay. 2) Udaipur, Rajasthan, India - 28 December to 31 December [redacted] at Jheel Hotel & Restaurant on agoda. Details: Name: Garima Sharma Phone: [redacted] Email: [redacted] Payment: Credit Card

I'd like to discuss my recent booking at Parakatta Resorts on 17 to 19 August [redacted] with reference number [redacted]69. Unfortunately, my travel plans were disrupted by the floods in Kerala, causing flight cancellations starting from 14 August in Kochi and Munar. I tried contacting customer service without success. Eventually, I managed to cancel my booking with the hotel's help, and they assured me the refund would be processed back to my credit card. However, I have yet to receive the reimbursement. After following up today, I was advised to reach out to Agoda directly for assistance as the hotel mentioned they were unable to intervene. As the hotel was inaccessible due to the floods and no guests could check-in, Agoda did not make any payments to them. Considering these circumstances and the force majeure event, I kindly request a full refund for my booking without any deductions. I appreciate your prompt attention to this matter. Thank you.

Hello, I am reaching out from the McCombs School of Business at The University of Texas at Austin (UT-Austin) as part of a university visit to Malaysia. We have a group of 30 mid-career professionals coming to Kuala Lumpur from December 8 to December 12. We are interested in visiting Agoda on either Monday, December 10 or Tuesday, December 11, to learn about your business and take a tour of your offices. Our group, part of the Master of Science in Technology Commercialization (MSTC) Program, is composed mainly of individuals with engineering and programming backgrounds. We aim to connect technology, entrepreneurship, and education to foster innovation and new ventures. Dr. Philip Zerrillo from Singapore Management University recommended your company to us. We believe that a visit to Agoda would provide valuable insights for our students. We appreciate your consideration and are eager to hear from you soon. Best regards, Guy Trompeter

I am following up on my request to cancel a hotel room I booked on 10/13/[redacted], with ID #[redacted]22. I asked for cancellation shortly after booking upon discovering that Alta Vista Hotel in Boracay is not accredited by the DOT in the Philippines and is far from the beach, details they didn't disclose. The Agoda agent assured me a response within 24 hours regarding the possibility of a refund. I want to ensure a full refund and was told they won't proceed with cancellation until discussing the hotel's response with me.

Subject: Urgent Assistance Needed with Agoda Refund Hello, I want to alert the community that I received the following email from Agoda regarding my refund for booking ID [redacted]05. Despite the confirmation of the refund, I have not received it yet. Please reach out to me at [redacted] or via email at [redacted] to help me resolve this promptly. Thanks for your assistance. Best regards, Lee Yuan Li

I recently spent some time researching hotels and ultimately booked one last Sunday. Although I could have saved RM100 by booking on booking.com with the same amenities as Agoda, I chose Agoda. Unfortunately, Agoda's website did not clearly indicate that breakfast was not included in the deal I selected, causing confusion. Despite searching extensively, I only noticed a breakfast icon on the hotel page after some time. This oversight has led to me paying an extra RM160 due to the misleading information on Agoda's site. I usually favor Agoda due to my loyalty, but this incident has made me reconsider my future bookings with them.

Regarding my booking ID [redacted]08: Hotel: La Suite West – Hyde Park Room Type: Superior Room Location: London, United Kingdom Check-in: November 9, [redacted] Check-out: November 18, [redacted] Hello Jezrael, Thank you for your quick response to my email. I am seeking your help in obtaining a full refund from the hotel. The reasons for the cancellation are as follows: 1) We need to shorten our European trip due to family reasons (please see our other upcoming bookings). 2) The hotel's central location and popularity make it likely they can rebook our rooms easily. 3) I have been an active Agoda member since [redacted] and have consistently made bookings through Agoda (please review my history). 4) We seldom request cancellations unless necessary (please verify our past records). I hope this information is adequate for you to negotiate with the hotel. Thank you in advance for your help. Regards, Nizam Wahab

Hello Agoda, I made a reservation and payment for a hotel called "Le Touché" in Pratunam for a 4-night stay. Unfortunately, after staying only one night, it was evident that the room did not meet our expectations. The room was small, had an unpleasant odor, and was somewhat dirty. Traveling with my mom, who struggled due to the lack of a window and the cramped space making it difficult to breathe, we decided we cannot stay any longer. I kindly request to cancel the remaining 3 nights of our booking or at least receive a refund for 2 nights. I hope you can address this matter promptly. Thank you.

I booked a 2-night stay in Brattleboro, VT at the Covered Bridge Inn or it possibly could have been a yoga/temple site. Unfortunately, the stay was canceled, and I had trouble reaching the site manager. My reservation wasn't listed on the website, and upon arrival, the facility couldn't find it either. I did receive confirmation from your site that the charge was canceled and completed your survey. However, after checking my credit card, I noticed the charge was still there without a credit issued. I managed to contact the owner of the yoga/temple site, and she was understanding of the situation. I am unsure if I made this reservation through your service or Airbnb. Please email me at [redacted] Thank you. - Joan N.

Dear Customer Service, I am reaching out regarding Booking ID [redacted]95, which was made using my Visa card by my daughter, a college student in UAE. Unfortunately, she was unaware that the booking was nonrefundable. After receiving an email stating that the administration couldn't complete her paperwork during the upcoming week, she decided to cancel the booking. As a loyal customer, I kindly request that the amount be kept as a balance for future reservations. I intend to use the funds for a hotel reservation within a certain time frame. I appreciate your understanding towards this genuine mistake. Thank you for your attention to this matter. My daughter has attempted to contact you via email twice but has not received a response. Best Regards, Amani A.

I made an online booking for a stay at Reflections Holiday Park on 17/10/18, only to discover upon arrival that the reservation was actually for 28/10/18. Typically, websites like this book for the same day, requiring date changes for future stays. I tried to cancel, but the policy states refunds are only possible if done 14 days prior, which was not the case here. I am hoping for a refund discussion as I will be back home on the booked date. My details are as follows: Troy D. C., Booking ID: [redacted]41. I've attempted to contact you on the provided numbers, but one was unreachable, and the other just keeps ringing during business hours. Looking forward to resolving this matter promptly. Thank you, Troy D. C.

Hello, I would like to inquire about the status of my booking. Name: Apple Chan Booking Number: [redacted]53 Hotel Name: Lexis Hibiscus Port Dickson Last 4 Digits of Credit Card: [redacted] I called on 11/10/18 regarding a cancellation inquiry. During the conversation, I did not request to cancel the reservation. While inquiring about the possibility of canceling, the representative misunderstood and mentioned that he would follow up after checking with the hotel. However, I did not receive any callback. Instead, I received an email stating that my booking was canceled and the refund would be issued in the form of a gift card. As of today, the refund has not been credited back to my account. Kindly address this matter promptly. For inquiries, please reach me at 9[redacted] or 9[redacted]. Thank you.