Agoda Customer Service Issues

To the management team, I am reaching out to address a concern I have regarding a recent stay at your villa. During my stay last week, I experienced the unfortunate incident of a missing bag. The booking details are as follows: Booking ID: [redacted] Check-in: November 06, [redacted] Check-out: November 13, [redacted] Duration: 7 nights Guest Name: Teena Jeynes Room: Private Villa (1 room) I have tried to communicate with Iluh, the Villa Manager, multiple times but have not been able to obtain a satisfactory response. I am in need of a formal letter from either Iluh or your management confirming the incident. Despite reaching out to management on four separate occasions, I have not made progress in obtaining the necessary documentation. I believe there may be a language barrier hindering our communication. As I booked this accommodation through Agoda, I am now looking to you to facilitate the letter from the villa management and Agoda regarding the missing bag issue. This letter is required for my insurance claim. Should I not receive a timely response, I will escalate the matter to consumer services. You can reach me at [redacted] or via email at [redacted]. Sincerely, Lyndel McKnight

Subject: Overcharged for Accommodation at Astoria Hotel, Greece I am writing to address a concerning issue regarding our stay at the Astoria Hotel in Greece from August 3-5, [redacted]. Upon arrival, we were informed that one of our three rooms would be paid for by an association, while the other two rooms needed to be settled directly with the hotel. Despite our order outlining that all three rooms would be covered by the association through the provided account number, we were charged for both rooms at the hotel, resulting in a double booking and overcharge. Enclosed are the receipts for the rooms we paid for, our booking confirmations, and a copy of the account statement showing the extra charges. We have previously reached out via email with no response. We urgently request immediate attention to this matter and a prompt reply to our emails. Thank you, G.I.

I tried to book a room at Hotel Pera Hill on your website, and the ID [redacted]31 appeared on the screen, but I didn't receive the email confirmation. I've been unable to log into my account for days to check the booking, and there are constant technical issues when I try to access the site. The customer service team provided incorrect information about a 20% fee for changing the booking, which contradicts what is stated on the website. Your site and service have been very disappointing. Please cancel the booking if it exists, and let me know. I won't be using this site again.

I need assistance canceling my booking for today, November 17-18 (1 night). The room had a strong cigarette smell, which is impacting my health as I am recovering from bronchitis. Despite the hotel's smoke-free policy, I encountered this issue upon check-in at 6 pm when there was no staff present, as promised. The property owners were unhelpful when I contacted them, stating they couldn't offer a different room or a refund. When I tried to contact Agoda Hong Kong multiple times, I received no response. I have already left the hotel and am requesting a full refund due to this unpleasant experience. It is crucial to leave a review to alert other travelers to this issue. The hotel's lack of concern for my health is disappointing.

Hello, this is Annie from the Best Western Princeton Hotel located at [redacted] US 1 Highway, Monmouth Junction, NJ [redacted]. I wanted to address an issue we encountered with two reservations under the name Mr. Potluri, Raj for November 17, [redacted], for one night each, totaling 2 rooms. One reservation processed successfully with the Agoda virtual credit card, but unfortunately, the other one was declined. We faced challenges reaching your US customer service line, and we require our Hotel ID for reference going forward. Please provide a valid virtual credit card for the second reservation and ensure we have a reliable 24/7 contact number in case of any future issues. Thank you for your swift cooperation. Sincerely, Annie Chen, General Manager of BW Princeton Manor Inn & Suites.

Dear Sirs, I am Jean Claude Bennoun, with Member ID [redacted]. I had a reservation at Muang Samui Spa Resort in Bangkok from November 15 to 20, [redacted]. My booking ID is [redacted]07. Upon arrival on the 15th, my wife and I were bitten by fleas in the bed, causing severe allergies. Due to this issue, we decided to check out on the 17th instead of the 20th. The hotel front desk is aware of the problem, as we reported it and they even issued an apology letter. They assured me that I would be reimbursed for the full booking amount, including the first two nights. I have documentation of the incident, including the apology letter and pictures of the flea bites. I hope you will address my request promptly, as this situation has been incredibly disappointing. We look forward to your prompt response. Best regards, Jean Claude Bennoun

I was charged S$[redacted].96 on my Corporate UOB Singapore debit card on 18/11/[redacted]. Could you please provide information on this transaction - details about the merchant and the reason for the charge? I didn't make any purchases today. Moreover, I'm facing issues contacting Agoda. When I try to call, they insist on having an ID. I prefer to speak directly instead of leaving a voicemail, which is not helpful. It's difficult as there seems to be no way to address my complaint without an ID, and the system rejects my call without it. The main concern: How can I provide an ID and last 4 digits when I haven't made the transaction mentioned above? On 18 Nov, there was a charge of S$[redacted].11 on my corporate debit card. I have reported this to the bank as I didn't authorize this payment. Could you please clarify why and what this transaction was for on my corporate UOB debit card ending in [redacted]? Thank you. Regards, Benedict D’Silva

I made a hotel reservation in Cebu City yesterday, but today I discovered that my name is not on the booking. My Booking ID is [redacted]08, and I reserved under Timmy Anthony Crowley. I paid with my Visa Debit Card and have not received an email from Agoda with my booking information. I need to confirm if the payment was deducted from my Visa Debit Card. Due to this issue, I have made a booking elsewhere and would like to cancel my reservation with Agoda. I hope this can be resolved promptly. If necessary, you can reach my wife at [redacted] Thank you.

I made reservations for two rooms at the Sheraton Imperial in Kuala Lumpur on October 8, [redacted], through your website. The booking indicated complimentary breakfast, but it did not reflect in the invoice (booking ref: [redacted]27). My partner and I both have diabetes and require breakfast, so this is essential. I kindly request you to contact me via email promptly to address this matter. I also require clarification on the total amount charged to my account. Moreover, I am interested in upgrading both rooms to the Sheraton Club if feasible. Unfortunately, I have been unsuccessful in reaching your team by phone for assistance with my booking. I anticipate your prompt response. Best regards, Michael H.

Hello Agoda, I made a reservation at the Crystal Hotel Hat Yai without intending to make any payment as I selected the "BOOK NOW and PAY LATER" option. The hotel website clearly states free cancellation until 19Dec18 if there is a change of plans. However, my card was still charged. I would like to request a refund promptly if this is not a fraudulent charge. I also have another booking with Buri Hotel that has not been canceled. I am concerned about having two bookings at the same time. Can one person stay in two places simultaneously? I am disappointed with Agoda's service and kindly ask not to proceed with the payment to the hotel. Please process the refund immediately. Thank you for your help.

Booking ID: [redacted]09 I accidentally booked two apartment units and would like to cancel and request a refund for the booking mentioned above. The technical glitch occurred while booking the first unit, leading me to assume it was canceled due to not receiving a confirmation after waiting. Subsequently, I made a second booking. Half an hour later, I received confirmations for both bookings and realized the mistake. I attempted to call customer service for verification, but there was no response. Therefore, I am reaching out via email and hope for a prompt response.

I had booked a room at Creekstone Motel through Agoda for October 15th to 18th, but had to visit the emergency room due to a urinary tract infection. The lady I spoke to assured me that Agoda would refund the full amount of $[redacted].00 since I couldn't make the trip. I sent her the discharge papers as requested to prove my emergency, but since then I haven't received the refund on my credit card. She mentioned they had automated me out of the system, but assured me she would reinstate it once she heard from me. I've invested a lot of time and effort into this issue, trying to reach a person instead of a machine without success. I would appreciate any help in resolving this matter promptly.

Booking Reference: [redacted]06 To whom it may concern, My spouse and I are currently on our honeymoon and encountered a flight cancellation that disrupted our travel plans. Originally scheduled to depart from Phuket at 7 pm, our flight has been rescheduled to 10:30 am, creating a challenge to reach the airport from Phi Phi Island in time. Despite not finding an early ferry, we are considering leaving a day early, requiring us to cancel our second night at Phi Phi Island Village Resort. We kindly request a reimbursement for the unused night, planning to check out on November 21, [redacted]. Your assistance in this matter would be greatly appreciated, sparing us the expense of a night we will not be utilizing. Prompt feedback is crucial for us to address this situation promptly. Warm regards, R. & K.

Regarding your booking ID [redacted]68, here are the details: Hotel: Duangtawan Hotel Room Type: Superior Room Only Location: Chiang Mai, Thailand Check-in: November 20, [redacted] Check-out: November 22, [redacted] Initially, I booked this for [redacted].5 THB. Following communication with customer service, the price was adjusted to [redacted] THB. However, there was a subsequent amendment stating THB 15,[redacted]. This amount is double the original booking price. When I checked on booking.com, the rate was half of what you are currently charging. I wish to cancel this booking without incurring any penalties as the originally agreed upon price differs significantly. Despite several attempts to contact agoda by phone and email, I have been unable to reach a resolution. With my travel date approaching, this situation has caused undue stress, and I urgently need to secure alternate accommodation. This has resulted in a poor customer experience.

Good afternoon, I want to share my disappointing experience at Raha Grand Hotel in Phuket. Upon arrival, at approximately 6:30 pm, the staff was unenthusiastic and rude. We paid a [redacted] baht deposit and found our deluxe suite in a filthy condition with an unclean bath, dirty bedsheets, and mold patches. Even after requesting the room to be cleaned, the staff was unhelpful. Not to mention, one of the pools was not even filled. The receptionist, Razan, was particularly rude and insisted we owed more money. Due to the unsanitary conditions, we opted to find alternative accommodation and would like a full refund for our booking. Unfortunately, contacting Agoda for assistance was also unsuccessful. I am willing to provide photos and evidence of our experience if needed. Kind regards, Mr. N

Hello, My name is Agata, and I am currently traveling in the Philippines with my partner. I have been a long-standing customer of Agoda and have never encountered any issues with my bookings in the past. However, yesterday when we arrived at Park Hill Hotel in Cebu, we were extremely disappointed. The hotel was dirty and had a terrible smell. There was even a large spider in the bathroom that scared me. Additionally, we found a nest of red ants near the main door of our room. The receptionist was not attentive and did not inquire about our early check-out. Despite this unpleasant experience, I appreciate the quick booking I made through Agoda for another hotel, even though it cost me extra. The lack of cleanliness and customer service at Park Hill Hotel made our stay stressful and disappointing. I have some photos to share if necessary. Thank you for your attention. Best regards, Agata Walczuk

Hello Agoda, I am writing to request the cancellation of Booking ID [redacted]09 and the refund of RM438.43 to my credit card. I have been attempting to reach customer support via phone without success, and I have also emailed with no response yet. I spoke to Ms. Jessie from the property to explain that I accidentally made a duplicate booking (Booking ID [redacted]01 and [redacted]09) and I need to cancel one of them. Ms. Jessie recommended contacting Agoda directly. However, my attempts to contact Agoda by phone have been unsuccessful as I have been on hold since 2:30pm with no response. I did not intentionally make a duplicate booking and would like to resolve this issue promptly. Your system seems to have a glitch, resulting in the unintended double booking. Please reach out to me at [redacted] or [redacted], or email me at [redacted] as soon as possible. I appreciate your urgent attention to this matter as we want to free up the booking for other customers. Thank you, Mrs. Lilian Tio

I made a reservation through Agoda for a 3-night stay at Creekstone Motel in Pigeon Forge, Tennessee from October 15-18. Due to a sudden medical emergency where I had to go to the hospital for a urinary tract infection, I was unable to make the trip. The motel refused a refund, but Agoda mentioned they would provide a full refund considering the circumstances. I paid $[redacted].00 in full for the booking. I have been in touch with a customer service representative who requested proof of my situation, which I sent multiple times. However, I have been struggling to get a response or to speak to a live person. My attempts have been halted due to my ID not being active. The situation is particularly challenging for me as I am grieving the unexpected loss of my son on October 27th and cannot afford to lose this money. I had saved for over a year for this trip, which was meant to be an anniversary celebration. Any assistance would be greatly appreciated.

On October 31st, I received an email from Agoda, signed by Mr. Potcharamon, stating that they would provide the transaction number (ARN) within 5-7 days. However, as of November 20th, I have yet to receive any response. On November 19th, my husband visited BCA bank but they confirmed there's no refund of over 1.7 million. The bank requested proof of refund from Agoda. We are disappointed as Agoda asked for the bank number and BCA requires transfer evidence from Agoda. It has been almost 3 months since August 17th; the issue remains unsolved. I wonder if my refund is in progress. We are extremely dissatisfied with Agoda's service.

I experienced a distressing situation at Furama Silom hotel involving alleged extortion by the management. I was faced with demands for payment after refusing to pay for damages I did not cause to a bathtub. There was a lack of documentation and transparency from the hotel side, escalating into a confrontation where the manager attempted to intimidate me into compliance. Despite seeking assistance from my embassy and Agoda, the situation worsened and my belongings were withheld. Agoda initially promised a resolution within 24-48 hours but later seemed to endorse the hotel's decision, leaving me in a vulnerable position. Attempts to address the issue directly with the hotel were met with further threats and coercion. Despite numerous emails to Agoda for a fair resolution including a refund, accountability from the hotel, and compensation for the ordeal, the response has been unsatisfactory. Agoda's delay and lack of effective intervention have prolonged my distressing experience.