Agoda Customer Service Issues

I recently made a booking with Agoda, citing no cancellation fee before the stated time. The booking ID is [redacted]38 and the last four digits of the credit card used are [redacted]. Despite canceling before the deadline, my credit card statement shows a charge, contrary to the policy. I have a screenshot of the cancellation terms and this issue has not occurred in my previous bookings with Agoda. Attempts to contact customer service have been unsuccessful. I expect a full refund as per the cancellation policy displayed. Your prompt assistance on this matter is valued. Thank you. - S.

Reservation Number: [redacted]83 Hello, I made a reservation for one night at a hotel in Chiang Mai, Thailand for December 6-7, but realized my mistake and changed the booking to December 5-6. Despite the policy of no changes, I was charged double for this modification. I am hoping for a refund for the extra night as it was a genuine error that I rectified promptly. All my other hotel bookings in Thailand were made through Agoda. I appreciate your understanding and hope for a positive resolution. Thank you, Dorit D.

We are currently traveling in Thailand as a group of four. Our accommodations in Bangkok, Chiangmai, Phuket, and Krabi were all booked through Agoda. Presently, we are staying at Andaman Pearl Resort in Krabi until December 3, [redacted]. A booking has been made at Krabi Ao Nang Cliff View Resort from December 3 to December 6, [redacted] under Booking ID [redacted]62 for Janina Pochwat, reserving two rooms for four people. Having visited the Ao Nang Cliff View Resort, we found it unsatisfactory, particularly the unclean swimming pool—a crucial aspect of our vacation. Concerned about the hygiene and potential health risks, we wish to cancel our reservation at this hotel and extend our stay at the current Andaman Pearl Resort (Booking ID [redacted]34, member ID [redacted]5). We appreciate your cooperation and understanding. Best regards, Janina Pochwat, Stanislaw Pochwat, Anna Nikolajewski, Marian Nikolajewski

I had to modify the bookings for two hotels through Agoda due to a cancelled flight. After waiting for over an hour, I spoke to Jesse, who helped me change the first two nights for free, which was positive. However, Jesse couldn't reach the second hotel and promised to call back after an hour, but she never did. The following day, I checked my bank account only to find out that Agoda had charged me $[redacted] for the amended booking that was supposed to be free. This unauthorized charge has left me angry and financially strained. I am currently on hold trying to sort out a refund and adjust the second hotel booking. No consent was given to deduct money from my account, and I find this situation appalling.

Hello, I wanted to share my recent experience with a booking I made at Reddoorz Mandaluyong at 1AM on November 30 with a booking ID of [redacted]68. Unfortunately, upon arrival, the hotel did not accommodate us due to no reception staff being present, just a security guard who seemed unaware of reservations. According to RedDoorz Policy, check-in should be between 2PM - 4AM and check-out at 12NN. It was disappointing that Agoda approved the booking even though the hotel seemed full according to the guard. This was my first time encountering a hotel without a dedicated receptionist, and it resulted in us having to find alternative accommodation. It was quite inconvenient. If a refund is not possible, I would appreciate assistance in rescheduling our booking to avoid losing our money. I hope for a prompt resolution. Thank you for your attention to this matter.

Good afternoon. I made a booking for 2 rooms at Fersal Hotel - Masalacas, Quezon City on November 28, [redacted] for two rooms. However, I made a mistake with the dates. The correct check-in date should be December 4, [redacted], not December 5, [redacted], and the check-out date should be December 5, [redacted], not December 6, [redacted]. After paying online, I realized the error and immediately contacted Agoda by email, but I haven't received a response yet. I also spoke with the hotel, and they informed me that Agoda handles their reservations. Please adjust the dates accordingly. My booking ID is #[redacted]08. If changing the dates is not possible, I would like to cancel the reservation and request a refund. I appreciate your assistance in resolving this matter. Thank you.

Booking ID [redacted]09: I came across an Agoda ad this morning offering S$75 off my hotel booking. Curious, I logged into the Agoda app and selected a random date for Cityinn Plus Hotel Taichung to see any promotional prices. When I clicked 'book and pay', the room got booked without any payment confirmation page appearing for my bank OTP number. I intended to cancel the booking when I got to the office and did so at 10.30am, only to find out it was non-refundable. My flight to Taiwan is on 15 Dec to 26 Dec, not on 10 Dec, and I now have bookings for 17 Dec to 18 Dec and 20 Dec to 21 Dec at Cityinn Plus Taichung. Additionally, I accidentally canceled my 17 Dec to 18 Dec booking while trying to submit an email to customer service. I need help with two issues: a full refund for booking ID [redacted]09 and the reinstatement of my previous booking ID [redacted]73. I hope for your understanding as a loyal customer who solely uses Agoda for my international stays. Thank you.

I was contacted by Santiago Vera from Agoda Corp regarding purchasing my Mexican timeshare at a price much higher than what I paid. They did not disclose how they obtained my phone number. After negotiating and receiving a sales contract from White Law Firm in Houston via email, I requested to speak with Andrew White but was only allowed to communicate with their paralegals. When I asked to have the contract amended due to its unclear terms, Agoda initially agreed but later rejected the revised contract without explanation, ending the deal. Additionally, Agoda provided me with dubious references, Catherine McQuaede and Curry Newton, who claimed to have sold their timeshares to Agoda for high profits. Upon investigation, the resort McQuaede mentioned denied any record of such a sale, casting doubt on the legitimacy of Agoda's offer. It's best to steer clear of this suspicious situation.

On November 28, [redacted], I, T.B., received a reservation confirmation with reference # [redacted]08 for a booking at The Bamboo House Beach Lodge and Restaurant for November 30 to December 02, [redacted]. The room we were given upon arrival at 8:30 PM on November 30 did not match the photos provided during booking, and was situated near the generator and trash bags. We have pictures of the actual room we were assigned. As a result of these conditions, we chose not to check-in. Mr. B. returned on December 01 seeking a refund, but the staff claimed the room was as booked and advised him to contact Agoda. We are requesting an immediate refund as the lodge does not accurately depict the accommodations in their advertisement.

Hello, I have a hotel reservation inquiry regarding the APA Nishishinjuku-gochome-eki Tower Hotel made through Priceline.com. I booked a 14-night stay starting December 19, [redacted], with a check-in time between 3 PM and 5 AM and a checkout time of January 2nd at 11 AM. However, our flight arrives in Narita, Japan at 5:30 PM on December 20, a day after our scheduled check-in. I am concerned about losing our reservation due to arriving late. I attempted to explain the situation to APA Hotel, but there was a language barrier. They suggested contacting Agoda for assistance. I am trying to adjust the check-in date to December 20 or pay for the missed day to ensure I do not lose the entire reservation. I have pre-paid for the entire 14-day stay and fear losing it if I fail to check in on time. I am seeking guidance as I am unfamiliar with hotel bookings and Japanese language. Any assistance with this matter would be greatly appreciated.

Yesterday, I made a one-night reservation on agoda.com. Today, I noticed that my bank statement shows three charges instead of one. I am unable to attach the statement here. When can I expect the extra charges to be refunded to my Visa debit card? The first payment failed with an error, but the second attempt went through successfully. Could you please explain why I was charged three times? My bank, Unionbank Ph, advised me to contact you before disputing the charges. I hope to get a prompt resolution and have the two additional charges (totaling Php 1,[redacted]) refunded soon. Thank you for your quick assistance.

We had a hotel reservation from Friday, November 30, to December 3. Unfortunately, my son fell ill, and we had to go to the emergency room. We took another flight and tried to confirm our reservation with the hotel. Initially, they confirmed it even though we didn't check in on Friday. However, after about 45 minutes, they called back to inform us that our reservation was canceled, and they didn't have another room available for us. I'm disappointed with the sudden change, especially after everything seemed fine initially. They mentioned contacting the company that handled the reservation and cancellation. I have documentation from the emergency room visit. I urgently need this situation resolved as my family and I are without a room to stay in tonight. Please reach out to me at [redacted]. Thank you.

I checked in on November 30th. After leaving my bags and going out for the evening, I returned to the room with my children around 9:30 pm and found dirty sheets and a bedspread. I contacted customer service, and housekeeping arrived around midnight, but we were already asleep. It would have been better if they had checked if we were awake before knocking loudly. The next morning, we found hair in the washcloths, which was unpleasant. It's been a tiring day - we traveled from Maryland to Florida for a dance competition. When my girls needed the bathroom, we couldn't access our room due to issues with the keys. The front desk eventually resolved the problem, suggesting the deadbolt lock was activated by the neighboring villa. It took about an hour to finally enter the room. My experience has been disappointing, especially on the first day of our stay. We are here until Monday morning.

I apologize for the inconvenience. Regrettably, I have a non-refundable booking at the PJ Myeongdong Hotel in Seoul from the 13th to the 17th of December. I am a Hong Kong student currently in the UK, and my passport, HKID, and BRP were stolen. Without my BRP, I am unable to leave London as re-entry into the UK would be impossible. This situation forces me to cancel my trip to Korea. Unfortunately, I have no upcoming holidays due to my busy school schedule. The trip is still two weeks away, and I kindly request a refund for my booking. Thank you for your understanding.

I sincerely apologize for any inconvenience. I made a reservation at hotel PJ Myeongdong in Seoul for a standard twin room with a balcony from the 13th to the 17th of December. Unfortunately, my passport and wallet, which contained important documents like my Hong Kong ID and UK BRP card, were recently stolen. As a UK resident, it's essential for me to have the BRP card to re-enter the UK. Regrettably, I must cancel my trip to Seoul due to this theft. I kindly request a refund for the non-refundable booking considering there are still 13 days until my reservation. I appreciate your understanding and assistance during this difficult time. Thank you.

Dear Customer Service, I wanted to bring to your attention the issues I faced with my bookings at Best Western Jeju. I received an email on November 24th stating that my initial booking was canceled due to payment not being received. Regrettably, I forgot to use the payment link provided. Subsequently, I made a new reservation at the same hotel with modified details and paid directly through Maybank2u to avoid any more cancellations, with my trip scheduled for the 29th. Upon arrival, the hotel staff informed me that I had two reservations. I was surprised as I had not received any notification from Agoda confirming payment or booking status. To my dismay, I later discovered that my initial payment had indeed gone through on November 25th, despite not receiving any communication from you about it. This lapse in communication led me to pay twice, resulting in extra charges and unnecessary confusion. I attempted to address this matter via email with Agoda, but unfortunately received no response, adding to my frustration. As a long-time customer, I am disappointed with the service provided and seek urgent clarification and resolution to rectify this unsettling situation that has dampened my holiday spirit. Sincerely, Fahimatun J. A. R. +6[redacted]

I want to share my experience with the Arca Bungalow in Legian, Bali. My husband and I booked a stay there from November 5th to 19th, [redacted], but it was a disappointing and disgusting experience. The room was nothing like the photos on the website. Upon arrival, we found mold in the fridge, filth in the bathroom, and dirty bedding. The outdoor areas were unkempt, and the amenities were lacking. We had a sleepless night due to a malfunctioning air conditioner. Despite the offer to change rooms, we decided to leave and only paid $30 for the night. We moved to The Garden View in Legian and had a much better stay. I felt the need to share this, as I wouldn't want anyone else to have such a disappointing experience in Bali.

Dear Customer Service at Agoda, I am writing to express my concern regarding my recent stay at the Al Seef Resort n Spa in Andalus. Upon arrival after a long journey, I was informed that my booking confirmation could not be located. After some delay, a staff member named Omar was able to find a room for me. This experience was frustrating as a loyal Agoda customer. My full payment was charged to my Amex card for this reservation. I kindly request a detailed explanation of this issue and a prompt resolution with the hotel. I look forward to your assistance on this matter. Thank you. Regards, Elicia C. Y. M.

Hello, I would like to request a change in my booking from residence hotel 1 to residence hotel 12, which is more convenient for me and my children for traveling to and from the station. I have already discussed this with the reception. I am also interested in availing your promotional offer for residence hotel 12. Kindly confirm if this change is possible as soon as you can. My booking number is [redacted]24. I would like to keep the same room category - comfort room, non-smoking, big bed, and the same booking dates from January 1st to January 6th, [redacted]. Your prompt response would be highly appreciated. I have already informed the hotel reception about the change and they advised me to contact Agoda to assist with the transfer. I have sent an email regarding this matter and would appreciate a quick resolution. Thank you.

Dear Sir/Madam, I am currently on my honeymoon in Sri Lanka and unfortunately, I have been bitten by a dog and require rabies vaccination. The issue is that the third dose out of five needs to be administered on the 8th of December. My reservation number is: [redacted]27 I have already reached out to Cocoon Hotel regarding the possibility of receiving the vaccine in the Maldives, but it is not feasible as they mentioned that the Maldives do not have rabies due to the absence of dogs. Therefore, I need to extend my stay in Sri Lanka and plan to arrive in the Maldives on the 8th. The hotel has agreed to cancel my reservation from the 6th to the 8th of December but they advised me to contact you regarding the cancellation and refund for the two nights. I appreciate your understanding. Kind Regards, Tomasz Walus