Agoda Customer Service Issues

Hello, I made a reservation on the Agoda app for Park Tower Suite in Beyrouth Achrafiyeh from August 13th to 15th. During payment with my American Express card, I entered all the numbers, but the 4-digit code on the front of the card is not working on your site, although it works fine on other sites. What could be the issue? Thank you for your response. - M. T.

The employees were quite impolite and failed to refund my security deposit. I had informed them that I would be departing by 5:00am due to an early flight, but the staff member did not wake up despite my repeated loud knocks for nearly an hour. Though the neighbors heard me, she did not. As I couldn't contact her, I placed the key inside the room before hurrying to catch my flight. I am seeking a complete reimbursement for my unpleasant stay and the return of my security deposit. The experience was far from the value I expected for the price I paid.

Hello, I made a reservation on your site at the So White Hotel in Ayia Napa and encountered some problems. I accidentally booked 3 rooms instead of one and chose the wrong dates. When I tried to cancel to rectify the mistake through your virtual customer service, I was charged cancellation fees for all 3 rooms instead. I would appreciate a quick resolution to this issue. Thank you.

I made a reservation at Grand Hyatt through Agoda for 2 children and 3 adults, giving accurate information, including my kids' ages. Regrettably, upon arrival, the hotel stated the booking was invalid since the room couldn't accommodate more than 4 guests. As it was a non-refundable booking, I couldn't cancel. After contacting Agoda, they advised me to upgrade the room as per the hotel's suggestion, promising reimbursement upon presenting the invoice. I upgraded the room and submitted the invoice to Agoda. Despite waiting for about 10 days, I've only received uncertain responses. This lack of resolution is disappointing, indicating a significant failure in customer service. Unfortunately, I haven't seen any proactive steps taken by Agoda to resolve this issue satisfactorily.

I booked a room for one person through Agoda and I was not very knowledgeable of the booking process because it's my first time using Agoda. If possible, can I bring my wife and kids according to the hotel's policy by paying the difference, or change the reservation to another hotel, or cancel the free reservation, or modify the reservation at the same hotel for two people instead of one and pay the price difference? I have two young children, one of whom has special needs, and I cannot travel with them alone. Please consider my situation. Agoda management sent me a notification that my issue has been resolved, but when I contacted the hotel management, they said the issue was not resolved. I hope my specific problem can be resolved.

Our recent stay at this hotel for two days was extremely disappointing. After returning from dinner on the first day, I discovered water on the floor of our room due to rain. Despite informing the reception, they simply provided a towel and dismissed the issue. The following day, when I requested a room change, they initially offered a lower-grade room without windows. After insisting on a room of the same grade, they magically found one after some time. Upon returning to the room later, we found a concerning note about a black mark on the pillow cover, which the hotel claimed we caused. Despite showing proof of the existing marks on the pillows, they accused us of causing the issue and requested payment. This frustrating experience left us feeling mistreated and suspicious of their practices. I advise future guests to document the condition of the room upon arrival to avoid similar misunderstandings.

Hello, I booked a reservation through Booking.com and paid for it but have not received the invoice despite requesting it immediately. It has been 43 days since the trip ended, and Booking.com's customer service has only asked me to wait when I inquired about the invoice. The hotel mentioned that they are unable to provide the invoice as Agoda was the third party involved. However, when I tried to get the invoice from Agoda using my Booking.com reservation number, it could not be located in their system. I would appreciate your assistance in obtaining the invoice. Thank you for your help!

I booked a hotel through your website that supposedly included continental breakfast as an amenity. However, upon contacting the hotel, they informed me that breakfast was not included and never has been. This incorrect information on your site led to our disappointment as we had assumed breakfast was part of the hotel stay. I will not be using your site again due to this discrepancy. Anyone who has already booked with this hotel should receive a credit for the missed breakfast that was falsely advertised on your site. The hotel in question is Mimi Hotel in London, and they do not offer continental breakfast despite what was stated on your platform.

Hello, I hope you are well. I would like to address an issue that occurred during my recent stay at Meadowbrook Motel with booking number ID [redacted]69. Last month, I reserved a room for my brother at the reception and paid by card. However, upon arrival at the hotel, I was informed that due to computer issues, they could not honor my booking and refused us entry to the room. The hotel manager advised me to seek a refund from Agoda for the inconvenience. I have reached out to Agoda, but have not received any response yet. I kindly request a refund for the night we were unable to stay, and I would appreciate a confirmation of this request. If possible, please contact me at your earliest convenience to resolve this matter. Thank you. Sincerely, Cornelius Email: [redacted] Phone: [redacted]

We reserved a room at Sea Residences in Pasay City. After waiting over an hour in the lobby for check-in, the property owner did not respond to us. Despite reaching out to customer service and the owner via phone and email, we received no reply or confirmation, even after payment was made directly to the owner through a bank. Exhausted and disappointed, we were forced to stay in the booked room without any communication from the owner. We are requesting a refund and urge Agoda to address this issue to prevent future scams on their platform. Your assistance in resolving this matter is greatly appreciated.

I've been trying to reach out to customer service to resolve an issue I'm having with my recent purchase, but have not received any response. This is unacceptable. I need assistance with this matter as soon as possible. I have been attempting to contact customer service about an issue with my recent purchase but have not received a response. This is unacceptable. I require immediate assistance with this matter.

I made a reservation for The Duplex at 42 Rue Basse Mullendorf, Luxembourg on July 21st and 22nd, [redacted]. Despite traveling over 4 hours from Calais with my 3 young children, we were unable to access the property as no one was there. After numerous unsuccessful attempts to reach Agoda for assistance, I spoke with representatives like Maureen and Apourva, who all promised to help us get into the property or find an alternative. However, none of these promises were fulfilled. Ultimately, we had to find a different accommodation around 1am, costing us more than planned. I am disappointed by the inconvenience, lack of communication, and lack of respect shown. I am requesting an apology email, a full refund, and appropriate compensation for the difficulties faced. Thank you. Sincerely, BOK

I would like to address my reservation issue with the following points: 1. I accidentally canceled my booking after seeing a lower price on Agoda, which I can prove with a screenshot. I would like to change and rebook. 2. The lack of live customer service led me to misunderstand the price protection policy, resulting in the cancellation. 3. I tried to contact Agoda immediately to explain the situation. 4. The hotel intends to charge me for the full stay due to the cancellation. I feel unfairly treated and may take legal action. 5. I am frustrated by this confusion in pricing and service on the platform. 6. This issue has left my family without accommodation, including three young children. I am upset and may escalate this matter further if not resolved promptly.

Subject: Assistance Required with Flight Bookings Dear Agoda Customer Support Team, I am Rogelio Aludo Silva Jr., writing to seek your help with my recent flight bookings. On July 24, [redacted], I mistakenly booked a flight from Manila to Butuan (reference number: 6RHFJR) instead of Butuan to Manila. Subsequently, I booked the correct route (Butuan to Manila) with booking ID [redacted]84 for the same day at 7:05 AM, but I have not received a confirmation email for this second booking yet. I would appreciate an update on the cancellation status of the initial booking (Manila to Butuan) and confirmation of the Butuan to Manila booking. I have tried to cancel the first booking through the app but haven't received a confirmation email yet. Your prompt assistance in resolving this is essential to ensure smooth travel arrangements. Please contact the airline if necessary to ascertain the cancellation of my initial booking (reference number: 6RHFJR). I have attached the relevant booking details for your attention: - Name: Rogelio Aludo Silva Jr. - Flight: Manila to Butuan (first booking, reference number: 6RHFJR) - Departure: July 31, [redacted], 04:45 AM Thank you for your attention to this matter.

I have a reservation through Agoda for a two-night stay from 27-7-[redacted] to 27-7-[redacted] for two rooms, 2 adults, and 7 children, including breakfast. I paid the full amount, but upon arrival, I was told breakfast is only for 2 people and not for the children. In the booking, it clearly states that breakfast is free for 2 adults and 7 children, so it is unreasonable to book two rooms for 2 people with breakfast. When I booked the rooms, they were supposed to accommodate 4 people each, and when I asked for an extra bed or mattress, I was informed there would be an additional charge. We hope you can address this concern and complaint with the Novotel Hotel in Muscat near the airport.

I am currently facing issues cancelling my reservation at Yokohama Sakuragicho Washington Hotel under reservation number [redacted]64 for the second time. Despite already creating a new booking with number [redacted]92 and successfully submitting payment, the previous reservation remains active. Unfortunately, the automated system does not assist me adequately, cutting off after I request a cancellation and leaving me stuck. I urgently require assistance from a human agent as the automated process is not yielding results, and I am worried about potential penalties for late cancellations. Kindly provide the necessary support to resolve this matter promptly.

During my 6-day stay at Movenpick Jumeirah Beach Hotel, construction work has been ongoing day and night near our room. This noise has seriously affected my sleep as I am a light sleeper. Unfortunately, when booking through your service, I was not informed about this inconvenience. The hotel staff directed me to contact you for a possible refund since I did not book directly through them. It seems you were aware of this issue but failed to inform customers, which feels deceptive. I kindly request a prompt resolution to this matter.

I made an online reservation in March but did not receive an email confirmation or booking voucher, so I assumed the supplier could not accommodate my request. In July, I made a booking for the same dates and received confirmation and a voucher with full information about the accommodation, address, and their cancellation policy. Yesterday, I noticed a payment was taken from my account by Agoda for the unconfirmed first booking even though I did not receive the original contract, which is in breach of consumer law. I am very unhappy that despite contacting you by phone, you have not confirmed the return of this payment.

I have made several calls regarding an upcoming booking. Yesterday, I spoke with an agent about my reservation. Due to the unfortunate fires affecting my parents' home in Kalamata, we are currently staying with relatives in Tripoli. I need to cancel the booking, and the hotel agreed to this. They advised contacting you for the cancellation process. This is a trying time for my family, and I kindly ask for your prompt assistance. I look forward to your response. Best regards, Staci Ledgerwood

I need assistance with my reservation as there was an error in the booking date. I mistakenly inputted 29 August as the check-in date instead of my intended date of 29 July. I have been trying to contact customer service via email and phone since 28 July but have not received any response. This situation is urgent as I am a loyal customer of Agoda, and this is my first mistake. I have extended my stay at the Fortune Pearl Hotel through Agoda, but I need assistance to correct the reservation. I would like to change my check-in date to 5 July at the Sun and Sands Downtown Hotel instead of 29 July. My family and I are facing a significant issue, and I would appreciate your prompt assistance in resolving this matter.