Agoda Customer Service Issues

Our reservation number at El Nido Garden Resort is [redacted]57. Upon booking, we noticed a price increase after payment and discovered that the resort was under construction, both details undisclosed initially. We lodged a complaint with Agoda and requested cancellation as a result. We have spoken with Agoda over the phone and were informed the issue would be investigated. Subsequently, we received an email instructing us to select another Agoda resort, but we solely desire a refund rather than a gift card for another reservation. Although we have received an email confirming the cancellation, the refund has not been processed. Agoda's representatives claim no reservation exists whenever we call for an update. We seek guidance on this matter.

Subject: Issue with Avios Points Crediting Hello, I am reaching out regarding booking ID [redacted]43 made through British Airways Executive Club. Although I received the [redacted] avios for selecting a higher room rate, I have yet to receive the approximately [redacted] avios from my [redacted] GBP spend at a rate of 6 avios per GBP. After contacting BA, I was instructed to email [redacted] with the booking ID for resolution. However, I encountered difficulty in opening a ticket through that email address. Could you kindly assist in reviewing and crediting the avios to my BA Executive Club account under number [redacted]0? I appreciate your prompt attention to this matter and look forward to your assistance. Warm regards, Petr

I had booked a room at R&R Adelaide for my daughter and her family to attend the Adelaide Christmas Pageant. However, she recently had to cancel the booking due to her young son Toby being diagnosed with Autism and advised by his therapist that he might not handle the crowd well. To support them during this challenging time, I had planned the room booking as a surprise. As finances are tight while assisting with Toby's therapy, I am now kindly requesting a refund for the booking. I am willing to provide medical evidence of Toby's diagnosis if needed. The booking ID for reference is [redacted]13 under the name CARMEL. Thank you for understanding.

I recently reserved a room at R&R Adelaide for my daughter and her family to attend the Adelaide Christmas Pageant. As a surprise to assist with their day, I booked the room because their 2 and a half-year-old, Toby, who was recently diagnosed with Autism, making it challenging for him in crowds. Unfortunately, she had to cancel the booking due to this reason, which left her upset. Money is tight as I also help with Toby's therapy expenses. I kindly request a refund for the booking I made to support them. If necessary, I can provide medical documentation of Toby's diagnosis. The booking ID is [redacted]. Regards, C.

Hello, I recently made an online reservation for Hotel Elizabeth in Cebu City, Philippines for Sept 20-21 using booking#[redacted]84. The reservation was made with my mother's credit card to secure the room, but I booked it under my name as the guest. The hotel emailed me to inform me that they couldn't process the reservation due to the mismatch in names. After verifying with the hotel, they confirmed the reservation and stated that payment would be made during check-in. However, I also received an email from Agoda mentioning an issue with processing the credit card used for booking. When we checked in on Sept 20, my card was charged Php4,[redacted], although my mother's card had already been charged the same amount on Sept 17 during the online booking. We are seeking a refund from Agoda due to the confusion caused by conflicting emails. This is a new experience for us, and we are hoping for a prompt resolution. I can provide screenshots of the emails and receipts if needed.

I made a booking via Agoda with booking ID [redacted]69 and selected the pay later option under my Agoda account [redacted] I decided to cancel the booking before the pay later date and the system confirmed the cancellation. Unfortunately, I was surprised to see a charge of $[redacted].40 on my account on September 26, [redacted]. My son contacted Agoda on my behalf, but they requested that I email them from the address I used to book. I am unable to access that email account due to technical issues and can't recall my Agoda account password. Putri Pan Hotel Johor confirmed the cancellation on September 20, [redacted]. I kindly request your assistance in obtaining a full refund. Please reach me at my updated email address.

I would like to file a complaint regarding Agoda's poor customer service, lack of communication, and questionable best price guarantee. I booked a stay at Narrows Escape in Montville with Agoda (booking ID [redacted]33) from Wednesday 17th to Friday 19th October for $[redacted]. I later found the same booking for $[redacted] on booking.com and requested Agoda to match the price. They approved the claim and promised a $30 refund upon receiving the invoice, which I promptly provided in jpeg format. However, after multiple follow-ups, I have yet to receive the refund. The lack of communication and failure to fulfill the promised refund has left me disappointed and doubts the credibility of Agoda's offer. I expect confirmation within 24 hours that my refund will be processed within the next 3 business days, or I will escalate the matter further.

Dear Business Partner, I want to express gratitude for your support to Fidalgo over the past 2 years. Please be informed that due to the change in ownership and management, UNIT FIDALGO has been sold, and we regret to inform you that we will no longer be able to honor any bookings moving forward. The unit will undergo renovations with the new team and will open under a different name as scheduled by them. Thank you for your understanding. Best regards, Yogesh Agawane Front Office Manager Hotel Fidalgo - A Unit of Shree Ramanjaneya Hotels Pvt Ltd Phone: +91 [redacted] | Phone: +91 20 - [redacted]0 Address: Sakore Nagar, Pune - [redacted] [redacted] Email: [redacted] Website: www.fidalgogroup.com

I reserved a family room for October 27-29 with 1 queen bed and 2 single beds, but Agoda provided a different room (1 queen bed) at the hotel. Despite paying for a family room, Agoda's customer service insists we must pay extra for an upgrade. I just want the room I paid for, as tomorrow is our last day and the issue remains unresolved. I am frustrated with the customer service staff who are not taking my complaint seriously. The agent promised to call me but I received an email saying they couldn't reach me, which doesn't make sense. I have been waiting in the room for their call, but nothing. Their responses are confusing. Please address this promptly.

Dear all, My booking ID is [redacted]41, and I am scheduled to check in at Ramada Encore in Bali on November 2nd, departing on November 11th. Recently, I purchased a second ticket as a gift for a friend. Unfortunately, she discovered that her passport is about to expire due to a hold placed on it during her separation process. Despite our efforts, the situation remains unresolved. Jetstar kindly agreed to change our flights to March 8th, [redacted], to March 18th, [redacted], without extra charges, which was a great relief. Attempting to modify my booking through Agoda resulted in significantly increased costs. As a loyal Agoda user since March, I've always enjoyed staying at Ramada Encore. I respectfully request Agoda and Ramada Encore to accommodate moving my booking from the current dates to March 8th to March 18th. This unexpected ordeal has turned a thoughtful gift into a financial and emotional burden, leading to a postponed trip for five months. With the hope that by March, my friend's passport issues will be resolved, and we can finally enjoy a relaxing holiday together.

Subject: Issue with Booking ID [redacted]17 Hello, I recently booked a 2-bedroom apartment for 3 guests, but I received confirmation for 2 units of 2-bedroom apartments instead. My stay is at Le Grove Service Apartments in Singapore from November 11th to 16th, and I have been charged for both units. I contacted Agoda's Kuala Lumpur office, but I have not received any updates since Saturday. When I reached out to Le Grove, they advised me to contact Agoda. I am requesting to cancel one of the apartments and receive a refund for the extra booking. I have been a loyal customer since [redacted], and I would appreciate if this matter could be resolved promptly. Thank you, GAN KB

I had made a reservation at One Oasis for Oct. 26-28, [redacted] with booking # [redacted]92 and reference # [redacted]. Upon arrival at 8:05 pm, the guard on duty, Mr. Crisanto G. Ligsanan, radioed his colleague to check unit [redacted] and was informed that there was already an occupant since Oct 25. Mr. Crisanto mentioned that double bookings are common in the condominium. Due to the lateness and inconvenience, my family decided to book another place, St. Nicolas Inn in Cogon, Cagayan de Oro. I hope this issue can be avoided in the future as it was quite inconvenient, especially with a child. Thank you.

I made a reservation at One Oasis for Oct. **-**, **** with booking * ********* and reference * **********. Upon arrival around *:** pm, the guard Mr. Crisanto G. Ligsanan alerted his colleague to check unit ****, who then confirmed another guest had been there since Oct **. Mr. Crisanto mentioned double bookings are common in the condominium. Despite the inconvenience, we left and secured a booking at St. Nicolas Inn in Cogon, Cagayan de Oro. I hope this issue gets resolved to prevent future occurrences as it was challenging, especially with a child. Recently, Agoda emailed me claiming I canceled my One Oasis reservation; however, I did not cancel it. I trust this will be addressed promptly by Agoda without any charges for the booking I did not cancel. Thank you.

I had to cancel my booking at Lanta Casuarina for October 25-27 due to illness and a change in plans. I tried contacting Agoda's customer service without success. The Booking ID is [redacted]05. I am aware of the hotel's strict cancellation policy, but I am hoping for a partial refund for the two rooms booked for two nights. As a loyal user of agoda.com, I trust your service for all my bookings in Southeast Asia. I appreciate your assistance in this matter. Best regards, Rebecca W.

I made a booking error with the Patra Hotel (Booking ID: [redacted]09) and promptly contacted your Customer Service Officer, Wahidah. She mentioned that she could cancel the booking, but couldn't issue a refund of SGD$[redacted].15, already charged to my credit card. Instead, she proposed Agoda could refund the amount in full as a gift card, usable for booking another accommodation within a 3-month validity period. She assured me the gift card would be credited within 48 hours. Despite speaking with her on 26th October at 3 p.m., I am yet to receive the gift card. Also, the Terms and Conditions of the gift card specify it's only valid for participating properties, contrary to what I was informed initially. I was under the impression I could use it to book any hotel on Agoda. Furthermore, today when my brother contacted the Customer Service Center, another officer stated my booking was still on hold, which seems contradictory as I've received two cancellation emails (from Wilfredo Jr and Wahida). If a full refund can still be arranged promptly, I intend to rebook through Agoda since my flight is already confirmed. However, I'm facing challenges due to discrepancies in Agoda's communication. I simply wish for a complete refund to book a better and more expensive hotel. Your assistance would be greatly appreciated.

Hello, I recently made a hotel reservation, but I've encountered an issue where I cannot add an extra person to the same room. I tried to cancel the booking to rebook, but unfortunately, the cancellation policy states that there is no refund. The hotel also has no triple rooms available. I have attempted to negotiate with the hotel staff over the phone to no avail; they are not open to any discussion. I am willing to pay extra for the additional person, but it seems that is not an option either. Could you please assist me in canceling my booking so I can reserve another hotel that accommodates five people in two rooms? I have been a loyal Agoda customer for years, and this situation is quite unusual for me. Thank you for your help.

Hello, my name is Chelsea. I recently made a booking with your company for a trip to Japan. Unfortunately, both my mother and I fell ill during our stay and had to cancel our reservation at Mount Fuji Premium Resort. I spoke to the concierge at the resort, and they kindly agreed to refund my money due to the circumstances. They mentioned that canceling online should not be an issue, as they had given their permission for the refund within the cancellation policy. I would greatly appreciate it if you could assist with processing this refund. I understand the situation might be out of the ordinary, but we had to shorten our trip because of the illness, and finances are tight. Your help in refunding the money would mean a lot to us, especially since the hotel has approved it. My booking number is [redacted]. Thank you very much for your consideration.

Last year, I made a booking in Brisbane for one night with booking number [redacted]69. Unfortunately, I never received a confirmation for this reservation made over 12 months ago for the 11th of October. When I couldn't find the booking in my emails before my trip, I called the hotel only to discover they had no record of my reservation. Assuming it didn't go through, I made a second booking with the number [redacted]8, unknowingly booking twice. I would be grateful if you could investigate this matter further as I am seeking a refund for the duplicate booking. Thank you for your assistance. Sharon A.

I have been attempting to change my booking to November 7th because I can't find a flight for November 5th. When trying to make the change on your website, it keeps asking me to create an account. However, after clicking "I am not a robot" and then "create an account," it just loops back to the "I am not a robot" step. I have been stuck in this cycle for two days and am worried that if I don't change the date soon, there might be a fee. Please help me resolve this issue. Below are my booking details: Check-in: November 5, [redacted] Check-out: November 11, [redacted] Booking ID: [redacted] Guest name: Carolyn Thompson Room type: Standard Double Bed Occupancy: 1 guest 6 nights at $19.81 per night: $[redacted].86 Taxes + fees: $10.08 Fees due at hotel: $10.92 Total: $[redacted].94 Thank you, Carolyn Thompson

Dear Agoda Customer Service, I am writing to request a modification to my booking with the IDs [redacted]09 and [redacted]93. I would like to amend my check-in date from November 7, [redacted], to November 6, [redacted], with a check-out on the 7th. I tried to make this change online, but was unable to proceed as it required credit card details. I originally paid for the booking through an online bank transfer as I do not possess a credit card. I kindly ask for your assistance in making this date change and am willing to pay any additional charges upon check-in or by bank transfer. Please inform me if there are any extra fees associated with this adjustment. Kindly contact me at [redacted] to resolve this matter efficiently. Your cooperation in this regard is greatly appreciated. Thank you and best regards, Haridas