Agoda Customer Service Issues

I made a reservation at Jacobs Garden in Dubai for November 17-18, [redacted]. The hotel informed me that there was no booking confirmation number when I arrived on the 18th at 5 a.m. I waited for 2 hours for them to confirm the booking but left at 7 a.m. to go to Fujairah for work. Then, at 7:45 a.m., the hotel informed me they had received the confirmation. They mentioned they hadn't processed the payment yet and advised me to reach out to Agoda for a refund. Unfortunately, my attempts to contact Agoda via email and phone were extremely frustrating, with long wait times and poor service. The hotel directed me to contact Agoda since they had not taken the payment. I kindly request a refund of [redacted] Dhm. Thank you. - Sanam Chhodar

I was charged by Agoda for a reservation I no longer needed. I called their customer service and informed them that my friend wouldn't be coming to town anymore. The representative said they would contact the hotel. I have not received any updates from Agoda, and the hotel manager claims there was no reservation made. How can I receive a refund?

I tried to book a room at Rosen Plaza Hotel in Orlando, Florida, but they were fully booked for my conference. I was directed to stay at the Rosen Inn at Point Orlando and made a reservation with itinerary #[redacted]8. I received another number, which I assumed was my confirmation number: [redacted]58. However, my organization will only cover expenses at Rosen Plaza Inn and not Point Orlando. Now I am struggling to cancel my Point Orlando reservation as there is no contact number on the receipt. I was unaware that I booked through a third party and have been unable to reach anyone to assist with the cancellation other than contacting Agoda. Despite spending four hours trying, I have not been successful. I would appreciate assistance in canceling this reservation. Thank you.

Dear Agoda, I made two bookings at the same hotel but was charged and later had my room canceled. This has been disappointing and affected my holiday plans. The first booking ID is [redacted]29. I spoke to Amin from customer service, and he agreed to process a refund. Subsequently, I rebooked the same hotel on Agoda's website, resulting in my card being charged again. However, I received an email stating that this booking, with ID [redacted]13, was also canceled. I have been attempting to reach out to customer service for assistance, but the system requires the last four digits of my credit card, which I have tried entering multiple times without success. Thank you for looking into this matter. Best regards, [Initials]

Dear all, I have recently discovered a significant discrepancy in the billing amount between the booking confirmation email I received from Agoda and the final amount charged. Regrettably, my experience with customer service over the phone was extremely poor in terms of attitude. Initially, the Agoda booking confirmation email reflected a price of ¥42,[redacted]. Subsequently, I received another email stating the price as RM1,[redacted].69. However, upon completing the payment on 13/11/[redacted], the amount charged was RM1,[redacted].22. (Please see the attached file for reference.) Given that the exchange rate between RM and Yen has not fluctuated significantly in the past two months, I am perplexed by the substantial difference in prices. The lack of response following my payment has left me feeling deceived. Furthermore, I am disheartened by the staff's suggestion to avoid using Agoda for future hotel reservations. I am disappointed with the level of after-sales service provided. I am reaching out to seek guidance as I am dissatisfied with the handling of this booking issue. If anyone has any insights or suggestions, please feel free to share your thoughts. Thank you.

Hi Agoda, I hope you're having a good day! I would like to follow up on my refund request made in October [redacted] for my stay at Twenty One Whitefield Hotel in Hong Kong. Below is an email exchange with BPI regarding this matter, and they require your confirmation for the cancellation and refund. I kindly request for your prompt response to resolve this issue. Thank you very much! Myrnaliza Ramiro Hi BPI, I hope you're doing well. I am forwarding the email below containing the cancellation confirmation from Agoda dated October 12, [redacted], along with a screenshot. Agoda confirmed the cancellation on the same date, which aligns with their policy of free cancellation three days before the check-in date for all rooms. Please refer to the details below. Our check-in date was scheduled for October 27, [redacted], and we cancelled the booking on October 12, [redacted]. We have been trying to contact Agoda at the numbers provided, both locally and internationally, as well as through email, but have not received any response. I kindly ask for your assistance in contacting Agoda to facilitate the refund process. I made the payment for the Agoda charges on October 29, [redacted], and I am awaiting the refund. My next statement of account to BPI is due on December 4, [redacted], and I hope we can resolve the refund before that date. Thank you for your usual support and understanding. Thank you very much! Myrnaliza Ramiro

Hello, I wanted to share my recent experience booking an apartment in Penang, Malaysia at the Welton apartment from Nov 22-27 with Booking ID [redacted]4. Unfortunately, upon arrival, I discovered that what was advertised as an entire apartment was actually more of a hostel setup with shared common areas. Despite attempting to discuss this discrepancy with the owner and request a refund due to feeling misled by the listing, the owner was unhelpful and dismissive. I feel that the listing was misleading as it did not clearly indicate that the rental was shared space rather than the entire apartment as advertised. I have been waiting for the owner to address my concerns further, but it has been over an hour since he promised to call back. I am disappointed by the lack of assistance provided and would greatly appreciate any help in resolving this matter and obtaining a refund. Thank you.

Dear Sir/Madam, I am writing to file a complaint about an incident that occurred on 9/11/[redacted]. I had booked a holiday taxi service from London Heathrow airport to the Best Western Plus The Delmere Hotel on 9/11/[redacted]. My original arrival flight was AY [redacted] with a landing time of 15:10. The booking was done through Agoda.com with the reference number AGODA-UA0562D9E. However, today the airline notified me that I couldn't board my original flight AY1335 and was rescheduled to AY1337 with a landing time of 17:10. I contacted holiday taxis via email and phone call this morning (well before 3 hours of the scheduled pick-up time). The staff assured me they would amend my pick-up time and provided me with a new reference number 0WGJKJB. Despite landing at 17:10, no one was there to pick me up, and the contact number given was not functional. Upon calling holiday taxis after landing, they mentioned no information had been updated regarding the new arrangement made in the morning. This miscommunication led to a frustrating airport wait and additional expenses for transportation. Despite reaching out since 10/11/[redacted], I haven't received any response. I request a refund for the inconvenience caused and hope for a resolution soon. Best regards, Cheng Chin Ying

I made a reservation at the Warehouse Hotel in Singapore under booking number #[redacted]62. After receiving the confirmation, I realized the dates were incorrect. Worried, I canceled the reservation. I kindly request Agoda to reinstate the reservation so the hotel can adjust the dates to the correct ones that I need.

Dear Sir/Madam, I would like to address a concern regarding my recent booking through Agoda with the identification number [redacted]14. I made reservations for The Silvadee Pool Spa Resort in Thailand for March 20th to 25th, for 6 persons. The booking was made under the impression that it was refundable if canceled before March 5th, as indicated at the time of booking. However, upon payment, the status changed to non-refundable. I have evidence showing it was initially marked as refundable. Due to this discrepancy, I would like to cancel this booking and instead reserve The Tao Villa at Comoon Villas for the same dates, March 20th to 25th, for 6 persons, specifically The Villa with Sea View at [redacted] CAD per night. I hope to resolve this matter promptly and appreciate your assistance in rectifying this issue, allowing us to continue booking with Agoda. For reference, the booking is under the name Marc Girard, with the last 4 digits of the card as [redacted]*. All communication should be directed to my email at [redacted] Thank you for your attention to this matter. Sincerely, Pascale Girard Canada

I have a reservation at Lake Buena Vista Resort Village Orlando with reservation number [redacted] and Booking Reference number [redacted]. The reservation only has my name, Diana Leatherbarrow, and Anne Cambridge as one of the guests. Anne Cambridge presented all necessary documents at the property but was not allowed to check in without me due to my absence. I tried to contact customer service but was disconnected after a 2.5-hour wait. I would appreciate it if you could add Anne Cambridge's name to the reservation to facilitate her check-in. Thank you. Diana Leatherbarrow

I recently made a booking on Agoda. After calling the hotel the next day, I was informed that although they had my reservation in their system, they are no longer affiliated with Agoda. Due to the end of their contract with AG New World Manila Bay Hotel, they could not honor my booking. I proceeded to cancel the reservation, but I had already made a payment. The booking terms stated no refunds for cancellations made within 35 days of the arrival date. I now seek a refund as the issue stems from the contractual matter between Agoda and the hotel. Please contact me at 0[redacted] for further assistance. - M. Dunton

Hello, I am reaching out regarding a recent guest, Sarah Viscardi, who stayed at the DoubleTree by Hilton Breckenridge, CO. During check-in, there was an issue with the virtual credit card information provided, resulting in the guest's personal card being charged. This has since been resolved with a refund processed. To address the matter, we kindly request the complete virtual card details including number and expiration date from the original reservation. Please respond at your earliest convenience. Additionally, please copy Daniel McGarry in your email correspondence at [redacted] Thank you.

Hello, I recently discovered a fraudulent transaction on my credit card for a booking with your company. My bank advised me to contact Agoda to reverse the charge. Unfortunately, I have been unsuccessful in reaching anyone by phone. It seems someone obtained my card details to make this booking, which I did not authorize. The transaction details are as follows: Date: 22 Nov [redacted] Transaction: PENDING - Agoda Reservation Internet Last 4 Card Digits: [redacted] Amount: $[redacted].23 Time: 5:49 AM (Sydney/Melbourne time) Listed as: Travel agencies & tour operators I kindly request any information you have about this incident promptly. Thank you for your attention to this matter. Best regards, Karen P.

I used Booking.com to reserve a room at Acacia Garden Inn in Coron, Philippines. However, Booking.com booked the room through Agoda. I am trying to cancel the reservation, but when I call Agoda, I am required to provide a confirmation number and the last four digits of my credit card. Despite entering the provided confirmation number and my credit card details, Agoda cannot locate my booking and disconnects the call. The reason for the cancellation is that a tropical storm has prevented us from reaching the island due to a ferry cancellation. I have spoken to the hotel, and they are willing to refund the money if a cancellation letter is sent to them. I would greatly appreciate any assistance with this matter. Thank you.

Dear Agoda Team, I made a booking with Agoda last night for a hotel in Taipei from December 30, [redacted], to January 3, [redacted]. The website showed a 59% discount, offering a special deal of $1,[redacted]+ for 4 nights in 2 rooms, approximately $[redacted] per night per room. Despite the slightly high price for a three-star hotel, I proceeded with the booking. Typically, discounted rooms are non-refundable, which is acceptable. However, after making the payment, I received a receipt via email stating the total room price as $1,[redacted], a $[redacted] difference. I was surprised by the discrepancy between the displayed price and the charged amount. The $1,[redacted] total was only indicated in the receipt, not during the booking process. I believe there was a misrepresentation of prices by Agoda. I am seeking a refund for the difference, as $1,[redacted] for a 3-star room in Taipei seems excessively expensive, equating to around $[redacted] per night. I request assistance in resolving this issue. Sincerely, KH

I have a reservation at a resort for November 24th to 26th, [redacted], but unfortunately, due to my wife being 33 weeks pregnant and receiving advice against traveling, I need to cancel. I made the booking through Agoda, but the site states it's non-refundable. The resort team has kindly agreed to refund me, but without a contact number, I'm unable to confirm directly. The booking reference number is [redacted]25. I must cancel today to organize alternative plans.

I made a booking through Agoda for a 2-day stay (Nov 23-Nov 25, [redacted]) in Nagpur with booking ID [redacted]05. Upon arrival at the hotel, I was informed that they no longer have a partnership with Agoda and my reservation wasn't in their system. I tried to contact Agoda's customer service for several hours, but no one answered my calls. Despite my efforts to cancel the booking online, I discovered that I needed to contact customer care for that too. After multiple unsuccessful attempts to reach them, I was unable to secure a room due to Agoda's mishandling of the situation. I demand a refund for this unpleasant experience and warn others about Agoda's unreliable service.

Hello, My name is Ziv Ginzberg. I noticed that there was supposed to be 24/7 customer service all over your site, which gave me confidence to make my first booking with you. The price I saw was great and it appeared to be a free cancellation option, similar to Booking.com, so I booked it. The booking reference is [redacted]03. Unfortunately, upon reviewing it again, I realized it's actually a non-refundable rate, although I could have sworn I saw it could be canceled at some point. I tried calling your number three times - first got voicemail, and the next two times, I waited on hold for over 30 minutes each. Where is the promised 24/7 customer service? Since it has only been 6 hours since I made the reservation, I would like to cancel it now. I would appreciate it if you could honor my request. Thank you in advance, Ziv

Upon my late arrival at the hotel at 10:30 PM, I immediately noticed that I was assigned to a room on the 4th floor with no lift. Upon entering the room, I was met with a strong musky smell that was quite unpleasant. Despite the late hour, I decided to seek accommodation elsewhere. I opted for a 4-star hotel due to the disappointing standard of the 3-star Sky View hotel where I had paid over USD $50 per night, expecting better quality. I have since booked a room at the Inya Lake Hotel and am satisfied with the change. I kindly request a refund for the remainder of my stay at the Sky View hotel. If possible, I would appreciate being charged for only one night. Your assistance in this matter would be greatly appreciated.