Agoda Customer Service Issues

Hello, I am reaching out regarding Nanette's Tourist Inn in Bantayan Island, Cebu. As a partner of booking.com, we also accommodate guests from Agoda. We have encountered issues in contacting guests to confirm their reservations and verify guarantee status, leading to rooms being blocked on booking.com. If guests book with us through Agoda, it would be greatly appreciated if we could receive their accurate contact numbers instead of generic ones like [redacted]. This will facilitate better communication between Agoda guests and our inn. Kindly consider this request in order to avoid situations where rooms are held by guests who do not arrive, preventing other potential guests from booking. Your cooperation on this matter is crucial for our operations. Thank you for your attention to this matter and for your assistance. Looking forward to a favorable and timely response. Thank you and take care.

I made a reservation through the Agoda website for a room at Jungla Aqua Park hotel in Hurghada, Egypt. The website stated that the room included all-inclusive benefits and free cancellation. However, after booking, the money was immediately withdrawn from my credit card. The confirmation email I received mentioned that the reservation was non-refundable, contrary to what was advertised. Upon contacting the hotel to confirm my booking, I was informed that the rate was only applicable to German nationals, not Egyptians. This information was not clear when I made the reservation. The hotel directed me to Agoda for any issues. Despite reaching out to Agoda through multiple channels, including calls and emails, I have not received a satisfactory response. I am still seeking a resolution, preferably a refund.

I made a hotel reservation for LA on Saturday, May 7, [redacted]. Despite not receiving a confirmation email, Agoda informed me that the hotel hadn't accepted the reservation and assured me no charges would be made. However, a hold of $[redacted].36 remains on my credit card. I need this hold removed to book with a different company. Unfortunately, I can't provide a booking number as the reservation was canceled. The reservation was for Andrew Aguilera. I kindly request Agoda to release the hold promptly. You can contact me at [redacted]. Please provide a direct number to Agoda without needing the booking number by the end of tomorrow, June 12. Thank you.

Regarding Booking ID [redacted]01 and [redacted]13, I made two consecutive bookings at Swiss Garden in Bukit Bintang, Malaysia. The first was for a deluxe room for four nights and the second for a residential suite. To secure the suite, I had to cancel the deluxe room, incurring a charge of USD [redacted].64. Agoda considers this the entire cancellation fee, leading me to cancel the suite booking as well. I find your cancellation policy unacceptable and believe it drives fair customers away from using Agoda for accommodations. Please reconsider your policies to avoid alienating your clientele. Best regards, S.R.

Dear Agoda staff, I am a host of two large properties in Mornington Peninsula listed with Agoda. I recently made a booking at Grand Chennai by GRT hotel for one night, reserving 2 rooms for 4 adults on 04/06/18 through Agoda. Due to a change in our plans, I attempted to cancel this booking a week before on 27th May by following the instructions in the email confirmation received on 10th May. However, I have noticed an accidental charge of Aus $[redacted].30 on my account ending in ...[redacted]. I kindly request your assistance in arranging an urgent refund to this account, as my partners are not pleased with this error. Despite attempting to contact customer service by phone earlier, I was unable to reach a representative after waiting for 80 minutes on hold. Therefore, I hope to resolve this matter promptly through this message. Thank you for your attention to this issue. Best regards, Suguna Aquawaters Holiday House, Dromana

Hello, I previously made a hotel reservation under booking number [redacted]77, and it was canceled due to an alleged lack of funds on my card, which was not the case. I had to rebook, but your app changed my arrival date to June 15th instead of the 16th in the confirmation email for booking number [redacted]57. When I tried to correct this, the hotel mentioned they couldn't accept the booking due to a terminal error. I was advised by the hotel to contact you to cancel the reservation under booking number [redacted]01. I have been charged twice by Agoda, once due to the app error and the second time because the hotel would not accept the booking. I am running out of funds to book another place for my journey back to Australia. It's frustrating, and I am disappointed with the service I have received. I kindly request a refund for both bookings as a resolution to this issue. I would appreciate a prompt response as I need the money to make new arrangements. Thank you, Debby

Dear Sir/Madam, Good day! I am Mrs. Mary Joy P. Torres, a teacher from the Philippines. I made a reservation at the Sparta Team Hotel through Agoda.com for 6 days from June 30 to July 6, [redacted] with Booking Reference Number [redacted]. I used the credit card under the name of Marie Evette D. Pena for a Greek visa application. However, due to financial difficulties, I had to cancel the application. I kindly request the cancellation of my booking without any charges to my sister's credit card. She has recently given birth and needs the funds for maternal care. I look forward to your swift reply. Respectfully, Mrs. Torres

Dear Sir/Madam, Hello, I am Mrs. Mary Joy P. Torres, a teacher from the Philippines. I made a reservation at Sparta Team hotel through Booking.com last April 13, [redacted], via Agoda.com for a 6-day stay from June 30 to July 6, [redacted]. The reference number for my booking is [redacted] under the credit card name Marie Evette De La Pena for Greek visa application purposes. Due to financial constraints, I am unable to proceed with my application. I kindly ask for the cancellation of my booking without charging my sister's credit card. I am requesting for the charge to not be deducted from her balance as she needs the funds for her new baby's care, which is her top priority. I look forward to your prompt assistance. Sincerely, Mrs. Torres

I made a reservation for a 5-day stay at Check Mate Guest House in Kuala Lumpur, Malaysia on April 27, [redacted]. The booking was confirmed, and I paid a few days before arriving on June 14. When my friend and I got there late at night, it was already past midnight. Despite trying to find the guest house, I discovered it had been closed for renovations a week earlier. I was shocked and frustrated. Agoda did not inform me beforehand. I had to quickly find another hotel. This was a disappointing experience as a loyal Agoda user. When I attempted to contact Agoda's customer service, I found it unavailable. I hope Agoda sees this message and takes steps to improve.

I made a booking through Agoda, but I mistakenly booked the wrong place. Following this, I reached out via live chat to inquire about the possibility of receiving a refund. An Agoda representative mentioned they would contact the property owner and provide me with an update in 2 days. However, I did not receive any further communication from them. Upon checking my Agoda account, I noticed that the money was refunded, and the booking was canceled. Unfortunately, I have not seen the refund reflected in my PayPal account or on the credit card linked to PayPal. I am seeking clarification on where the refund was processed. If the refund was not issued, I would like to explore the option of receiving it or possibly cancelling the original PayPal payment. In case the booking cannot be canceled with a refund, I would appreciate being informed promptly so that I can make alternative arrangements. Your prompt assistance on this matter would be greatly appreciated.

It has been challenging to seek assistance from Agoda after the payment. Despite multiple attempts, contacting them by phone has resulted in long waits and expensive international call charges. Unfortunately, Agoda does not offer a call-back service or provide a dispute resolution option on their app or website. The hotel where my parents are staying is not meeting the expected standards. The room size is significantly smaller than what was advertised, making it uncomfortable for four people. Additionally, the hotel only provided three beds instead of the paid for four, resulting in an uncomfortable sleeping arrangement. The cleanliness of the room and bathroom are subpar, with a lack of Wi-Fi in the rooms contrary to what was advertised. The hotel's claim of recent renovation is questionable as there are noticeable cleanliness and maintenance issues, including gaps in the floor tiles.

I was highly disappointed with my experience at Andaman Embrace Patong - Phuket hotel. Upon arrival, we were informed that the cottage we booked was no longer available, and we were relocated to a second-floor room against our wishes. The room appeared clean initially but was actually quite dirty with dirty towels and pillowcases. When we requested a change, the front desk staff responded rudely. The bathtub was also unclean, and the bathroom layout was hazardous with a raised drain making it tricky to use. There was no prior notification that our room was non-smoking, and my husband was fined for smoking on the balcony. They even locked us out of our room until we paid the fine, despite already holding a deposit from us during check-in. As of now, we are still unable to retrieve our belongings. It is essential for the hotel to communicate such rules clearly to guests.

I made the initial booking back in April, but despite numerous calls and emails to Agoda, I have not received any response. I would like to request a refund for 2 extra beds that were charged. Here are the details: - Booking ID: [redacted]69 - Check-in: April 21, [redacted] - Destination: Bali, Indonesia 1. Initially booked 3 rooms and 2 extra beds - Payment was made. 2. Later changed the booking to 4 rooms and requested to cancel 2 extra beds before the trip started (please refer to the email). 3. Payment was made for 4 rooms and 2 extra beds. 4. I called customer support multiple times to cancel the 2 extra beds (totaling 30K) and requested a refund. 5. Customer support assured me that the refund would be processed immediately, but it has not been done yet. I urgently request the refund of the 2 extra beds worth 30K. Please see the email/booking details below. Best Regards, Sowmya

My friend and I recently booked 3 rooms at Room Republic Hotel for a one-night stay (check-in 14/6/[redacted], check-out 15/6/[redacted]) through Agoda. Booking Details: - BOOKING ID: [redacted]85 (2 Deluxe King Rooms) - BOOKING ID: [redacted]93 (Deluxe Family Room) Our payment was successfully processed, and we received a confirmation email from Agoda. However, upon arrival at the hotel, we were shocked to find it closed down, with no prior notification from Agoda or the hotel management. This unexpected situation forced us to search for alternative accommodation on the spot, disrupting our holiday plans. As loyal users of Agoda, this experience has shattered our trust in the platform. We are requesting a full refund from Agoda to compensate for this inconvenience. Enclosed are the necessary documents to support our claim, including booking receipts, details, and a photo of the closed hotel. For further assistance or clarification, please contact me at +[redacted]6. We sincerely hope to restore our trust in AGODA.

I made a mistake by not checking the hotel's address beforehand for the Gold Coast Marathon. Can I please arrange a transfer of my booking to a property closer to the starting area at 50 State Route 2, Southport QLD [redacted]? The marathon is approaching fast, and it's crucial to have nearby accommodation for proper rest. Your assistance in this matter would be greatly appreciated. According to the hotel's response, they suggest the closest option as Mantra at Sharks in Southport, which works well for me. I kindly ask for your support in facilitating this change. Thank you.

I recently made a reservation at the Hoi An Sincerity and Spa Hotel for 3 adults and 1 child from August 6th to 10th with ID [redacted]22. During booking, I was offered a $25 discount if I completed my booking from my Agoda account. However, when I tried to create an account using my email "[redacted]," I was prompted to use a different email for no clear reason. I then attempted to log in with my email to possibly access an existing account, but changing the password was unsuccessful. Therefore, I proceeded with the reservation at the price of $[redacted].96 without the discount. Upon receiving an email offer to book the same room at the hotel for $[redacted].96, I realized I missed out on potential savings. I would appreciate your assistance in applying either the initial discount or the new offer. Thank you, Juergen Wegener.

Booking ID: [redacted]85 I received a message from ZEN ROOMS stating that I booked a room without breakfast, but my booking information from them says breakfast is included as per the attached Hotel Booking Certificate. I booked a nonrefundable room and cannot cancel it now. Upon checking the hotel website, I see the room costs Rs. [redacted]/ per night with free breakfast, totaling Rs. [redacted].98 for two rooms for three nights. I hope this can be resolved promptly. Thank you.

Dear Sir/Ma'am, I am seeking your assistance with a booking mishap I encountered. I had reserved 2 hotel rooms for June 18-21, with a cancellation option until June 13. Due to delays in our visa applications and a busy schedule, I lost track of whether I canceled the reservation. This oversight involves a significant sum. We have been loyal customers of Agoda for our travel accommodation needs. I kindly request your understanding and consideration for a refund given the circumstances. If a refund is not feasible, I would be grateful for Agoda credits or points instead. Your help in this matter would be immensely appreciated. Thank you sincerely.

To whom it may concern, I am writing to inquire about two matters: 1. Upon reviewing my recent bank statement, I noticed a hotel booking in Hungary (Budapest) on 05.06.[redacted] for $[redacted].77. I have not traveled to Hungary, and I suspect fraudulent activity on my account. Could you please verify this transaction? 2. I have made a reservation at Retro 39 Hotel in Bangkok from July 1-28 for [redacted],[redacted].44 Kazakh tenge. The payment was scheduled to be deducted from my account on June 22, but as of today, the 26th, I have not seen the charge reflected in my bank statement. The hotel has confirmed the reservation. Could you confirm if the payment is in process? Thank you for your attention to these matters. Best regards, Ignacio C. Fortia

Booking ID [redacted]08 for Best Western Premier Incheon Airport I encountered numerous issues with my room, including a broken A/C, a clogged shower drain, and empty shampoo and shower gel dispensers. Despite requesting assistance for the A/C, I faced delays and conflicting information from the staff. Eventually, a technician confirmed the A/C was beyond repair, leading to a room change without assistance. This ordeal caused an hour of inconvenience after check-in, impacting my rest before an early flight. When requesting a partial refund, I was informed that due to booking through Agoda, a refund was not possible. The hotel indicated they could provide a refund if I had booked directly with them. This experience has left me dissatisfied with Agoda's policies and I intend to avoid using their services in the future, as well as advise my friends against booking with them.