Agoda Customer Service Issues

We made a hotel reservation through Agoda and selected the payment to be processed on August 11, [redacted]. On that date, we received a notification that Agoda was unable to charge our Visa debit card. After verifying, we found that our debit card had insufficient funds, so we added more money to the card. Despite having enough funds, we encountered an error message stating, "We're sorry, the payment information you provided is not valid. Please check the information and try again, or use a different payment method." We attempted multiple times with the correct information, but this prompt persisted. Why does this issue keep occurring?

I tried to utilize the price freeze feature, but my credit card encountered a problem. I attempted to contact customer support to resolve this issue, however, the chatbot consistently requested a reservation number which I did not have. Unfortunately, I was unable to get through and was eventually blocked by the chatbot. As a result, my price freeze expired. I am seeking a refund since I had intended to make a booking but was unable to do so due to the unreachable customer support. It took me nearly a week to finally discover a means of contacting the customer service team.

Hello, I am writing regarding our reservation for the night of August 13, [redacted], to August 14, [redacted]. We arrived yesterday at the reception of the Imperial Hotel & Spa in Casablanca with our booking voucher. They informed us that the hotel was fully booked and could not accommodate us, leaving us in a catastrophic situation with all our luggage outside the hotel, trying to find another place to stay in the middle of the night. The issue lies with the Imperial Hotel & Spa for accepting bookings through your website when they cannot accommodate guests. I had to not only stay up late at night but also pay for a more expensive hotel than planned due to this inconvenience. I kindly request a refund for my stay at the Imperial Hotel. I will also send you the receipt from my stay at the Astoria in Casablanca for reimbursement of the extra expenses I had to cover. Please coordinate with the Imperial Hotel on this matter. Thank you for your understanding. - Yannis S.

Initially, an error occurred when I made a payment for my flight booking due to using a different payment source, even though the bank approved the transaction. The flight is from Kuala Lumpur to Taipei on MAS Air, departing on September 6th and returning on September 12th. I initially thought the booking was canceled. Upon attempting the transaction again, this time using my iPad, I encountered an error message stating it appeared to be a duplicate booking. I'm unsure where to check for this. Since the first payment source was unsuccessful and only approved by the bank on the second attempt, I'm uncertain if the transaction made today will be automatically canceled by the system tomorrow. Any suggestions or feedback would be greatly appreciated. Thank you.

I need to update my contact information in the Agoda app and on the website. In the app, I cannot find the option to change my email address, and the function to edit my phone number is not working properly. Despite entering a U.S. phone number, it keeps showing Canada. When I try to change it, it won't stay on U.S. and reverts to Canada. I am unable to set it to the United States. I hope someone can assist me with these issues as there seems to be no way to contact Agoda for help. The phone number provided is only for hotel and flight booking issues. Thank you for any help with this.

Booking ID: [redacted] Dates: November 10th, [redacted] - November 12th, [redacted] Hello, I made a reservation through Agoda.com for a 'Hollywood Twin Room Non-Smoking' at Hotel Tavinos Kyoto for a friend and myself under the 'BN Dynamic Plan'. Despite selecting the twin bed option, the confirmation email/receipt indicates the booking is for only 1 adult. Could you please confirm if the room is indeed booked for two people? If not, is it possible to update the booking to include two adults for the room? Thank you, Dan

Good morning, I made a booking on your website for a hotel in Fnidek, Morocco from 27/08 to 30/08 under reservation number [redacted]99 and the ID [redacted]. When I checked the hotel before my stay, I discovered that it had changed its name and management. The new receptionist informed me that there was no reservation under my name for 08/14. I previously requested a free cancellation on that day, but no action was taken. I kindly ask for a refund due to your site not being updated properly. The new hotel staff mentioned that I am not the only one facing this issue. Please address my refund request promptly. Thank you.

Good evening, I made a booking error on the Agoda app for a one-night stay at the hotel "ANJUM MEQQQA" from 18/08 to 19/08 with reservation number [redacted]15. Despite attempting to cancel online and contacting Agoda's support, I was unable to successfully cancel the reservation. I kindly request assistance with obtaining a refund for this booking. Thank you for your help, Customer: Ahidi Younes Email: [redacted] Reservation Number: [redacted]15

Agoda Booking ID [redacted]95 Hello, Last year, I made a booking scheduled for full payment on September 6th with a travel date on September 10th. To settle the bill before the due date, I attempted to use my credit card online. The total amount shown in my booking confirmation was €2,[redacted].05 in EUR. However, during payment, the amount was requested in GBP (£2,[redacted].53) using Agoda's exchange rate, resulting in an additional charge of £[redacted]. I reached out to customer service via chat and phone to request payment in Euro, then provided new card details for payment in Euro. Despite this, I received a new payment request of £2,[redacted].81, eventually being charged £2,[redacted].53, an extra £[redacted].72. Customer service mentioned the currency could not be changed due to terms and conditions. This conversion practice by Agoda seems unjust and affects customer trust. I appeal for a refund of the £[redacted] difference caused by Agoda's exchange rate with apologies for the inconvenience. Regards, S.W.

Hello, my name is Domenico Bianco, and my reservation number is [redacted]75. I am currently staying at Arinza Tower Quality Suites in Building 17, Street 1, Block 5, Salmiya, Kuwait, Kuwait, [redacted]. Since arriving yesterday, we have found the accommodation to be unclean, especially in the bathroom, toilets, and stairways. The overall condition of the apartment is not satisfactory, with dust and old items lying around, posing hazards. The bed linens are not fresh, and the breakfast quality is poor. There is a limited food selection, and the cleanliness and service at breakfast are subpar. Additionally, the swimming pool is also dirty and has an unpleasant odor. Due to these issues, especially the health concerns for my family, we cannot continue our stay here. Please assist us promptly in resolving this matter, as we are unable to remain in these conditions. I have paid [redacted].16 Euros for this reservation. Thank you for your help in arranging our departure as soon as possible. Warm regards, Domenico Bianco.

Reservation Number [redacted] I would like to report several issues regarding the accommodation that do not meet the description on your website. We are considering taking legal action for damages and compensation for the inconveniences we have faced. 1) Lack of communication: Despite the presence of reception staff, we did not receive information about our boat arrival times, leading to additional expenses for new tickets. 2) Room conditions: The initial room was unsanitary, causing health issues. The replacement room was not much better, lacking basic amenities and cleanliness. 3) Pool: Inadequate facilities and dirty water. 4) Substandard breakfast. 5) Pool bar closed. 6) Unsanitary bathrooms in reception. 7) Guests drying clothes in communal areas due to lack of drying facilities. Despite friendly staff, the manager has not addressed our concerns. Some guests have left the hotel without paying. We urge you to address these issues promptly and fairly to avoid legal action. We expect at least compensation for our stay. Sincerely, Cecilia Gargiulo Francesco Clemente Valeria Camardo

Hello, I hope you're well. I wanted to share that I made a reservation at Hotel Montemar(noja)-Reserva([redacted]91) through your site last Tuesday. Unfortunately, I wasn't aware that the hotel doesn't allow children under 12 years old until I received an email with their policy. I promptly called the hotel to confirm and requested to cancel my reservation, which they agreed to over the phone. Subsequently, I got an email from your side confirming the cancellation. However, to my surprise, on Friday, I noticed a charge from the hotel for the full reservation despite the cancellation. The hotel mentioned I should reach out to you to address this discrepancy. I kindly ask for a prompt refund of this charge. Thank you.

Hello, I have a reservation under the name of Ghadeer ALDhafeeri, but I encountered two issues. Firstly, there is an error in the registered email address, so I did not receive the confirmation message. The correct email should be [redacted] Please contact me through this email at your earliest convenience. Secondly, I requested a cancellation for a reservation, but due to the email error, I did not receive any notifications regarding the approval or rejection of the cancellation. Your prompt attention to these matters is greatly appreciated. Thank you.

I looked for accommodation in Snoqualmie Pass and received a quote in USD. Since I am in Singapore, I expected the rate in SGD. The originally quoted rate was inclusive of all taxes. However, to my surprise, additional charges appeared on my credit card statement after securing the payment, nearly increasing the total by 50%. This unexpected increase made me hesitant about the booking. I have contacted Agoda to request a waiver of the cancellation fees, but I am required to wait 48 hours for a response. As a result, I am currently unable to proceed with booking alternative accommodation until the cancellation fee waiver is confirmed. My booking ID is [redacted]. I am looking for a way to speak with a representative from Agoda to expedite the process of the cancellation fee waiver.

I made a reservation last night without entering my credit card number. To my surprise, this morning I received a confirmation for the wrong date. I need to stay at the Drisco Hotel from the 24th to the 25th. I contacted the hotel, and they agreed to change the date for me. I am frustrated that I didn't provide my credit card information, didn't receive an immediate email, and only got an unchangeable confirmation the next morning for the wrong date. Please address this promptly as the 22nd is not the correct date.

I recently had issues with my Agoda email confirmation, which was eventually resolved after multiple attempts with customer service representatives. Initially, I did not receive the email confirmation from Agoda and was directed to contact Dragonpay, the third-party service where I made my payments. After attempting to contact Agoda through various channels to speak with a live agent instead of a bot, someone from their Facebook messenger page reached out to me via phone to address my concerns. I also corresponded via email, as I consistently rated Agoda poorly whenever my issue persisted. It is essential to keep track of all account details when signing up on platforms like Agoda. Eventually, a helpful customer service representative identified that I had misspelled my email address, which resolved the problem. While some customer service protocols may seem strict for security reasons, it is crucial to provide accurate information. In conclusion, maintaining accurate account details and seeking assistance from human customer service representatives were key in resolving my email confirmation issue with Agoda.

Hello, I made a hotel reservation in Hong Kong under the name Mr. Jet Lopez with booking ID [redacted]32. I am currently staying at the Best Western Plus Hotel Kowloon. Unfortunately, our experience here has not lived up to our expectations. Firstly, we were placed in a corner room where we couldn't open the curtains due to its visibility from a public footbridge. Additionally, the bed is uncomfortably hard, resembling a wooden plank. Lastly, the hotel staff, particularly an individual at the front desk, have been unwelcoming. Today, on August 24th, my partner and I plan to search for alternative accommodations that will hopefully meet our needs during our time in Hong Kong.

Hello, I have a concern regarding my booking in Bosnia and Herzegovina through Agoda. They have charged me twice: [redacted] Euros on August 15th and [redacted] Euros on August 22nd. Upon reaching the apartments and villas, they informed me that they did not receive any payments, do not have bank accounts with Agoda or Booking.com, and I had to pay them in cash again. Only one hotel in Sarajevo confirmed receiving [redacted] Euros through Booking.com. How can I get a refund for the double payment made to Agoda? Thank you, Ibrahim

I recently reserved a 10-day stay at Woraburi Sukhumvit Hotel & Resort, specifically booking the superior room that was supposed to include a bathtub. However, upon arrival, I was given a room without a bathtub. After requesting a room with a bathtub, my room was changed to a smaller one, still with a bathtub, which was not what I had expected for a superior room. Additionally, the bedsheets had holes in them, and I have photographic evidence of this issue. The hotel's website showcased a swimming pool that I was looking forward to using, but upon arrival, I discovered that it is under construction for a month and unavailable to guests. This experience has left me feeling disappointed, and I believe some form of compensation would be appropriate given the circumstances.

I made a booking with Agoda on August 25 for April [redacted] at your hotel due to attending a wedding. On the same day, I received a reservation form for the entourage at a discounted rate, which I submitted on August 29. Despite canceling my Agoda booking today, I discovered I will be charged 92% of the booking value. I hope that this charge can be waived as I will still be staying at your hotel with the wedding party, just booking directly this time. I would appreciate your help with this issue and look forward to your prompt response. Thank you.