Agoda Customer Service Issues

I am part of a group of three and we had difficulty finding an accommodation within our budget due to the extra charge for an additional bed. We ended up paying approximately £52 extra for the third bed, a situation we had not encountered during our four months of travel. Upon reaching the hotel, we were surprised to discover a large double bed, a sizable single bed, and even a camp bed, which seemed excessive for just three people. Despite our attempt to address it with the hotel, we faced a language barrier. The camp bed was eventually removed, and we have been comfortable without it for three nights. As loyal customers of Agoda, we are dissatisfied with the extra charge as the room was already suitable for three occupants. I have pictures of the beds available if needed and request an immediate refund of the additional fee. Thank you, Kate

I am looking to book a room at Royale Chulan Penang. The price information indicates that Sales & Services tax 6% is included, but I am concerned about additional taxes like the city tax that the property may add on. Before making a booking, I want a total price that includes all taxes and fees. I don't want any surprises with added costs later on. It's important to me to know the final price upfront. Please provide the total cost promptly without redirecting me to the property. Agoda is the seller, so I expect this information from them. Thank you for your assistance. Theo. K. at [redacted] If the previous message wasn't explicit enough about my request, let me clarify here: Agoda should disclose the complete final price to me. If this is still unclear, please go back to basics.

Hello, my name is Quyen. I recently made a booking at Phi Phi The Beach Resort in Thailand for 2 nights from 16/2/[redacted] to 18/2/[redacted]. My booking ID is [redacted]08. Despite cancelling the reservation on 2/12/[redacted] with no charge (as indicated by the booking's free cancellation policy), I was surprised to discover on 3/12/[redacted] that my credit card was charged [redacted] baht Thai, the same amount as the cancelled booking. I received a notification from my bank regarding this charge. I am confused as to why my cancelled booking was still charged to my card. I am unable to contact anyone via phone as there is no provided number, and my email to the company remains unanswered. I kindly request a refund for the charged amount.

I made an early reservation on Agoda, but they canceled it due to a credit card problem. I didn't receive the email notification as I was busy with my father's passing. Now, I can't rebook due to the busy season in Japan. My original booking was confirmed, and I can't cancel my plans or tour guides. I already paid and can't afford expensive hotels, which is why I reserved early. If this issue isn't resolved, I may consider legal action against Agoda for canceling my confirmed booking. I want this matter resolved as a customer who followed the booking process correctly. Please assist me with this urgent issue. My booking ID is [redacted]94. I have sent numerous emails to Agoda regarding this matter, but have not received any responses. I feel disregarded and need help.

I had to cancel my reservation within 2 hours of booking because my husband made the same reservation for the same dates. Unfortunately, Agoda informed me of the full fee charge of over $[redacted], despite canceling promptly. Omni Dallas stated they have a 2-day cancellation policy, and I am surprised by the high charge from Agoda. A cancellation fee of $50-$[redacted] seems fair, but this amount is unreasonable. I anticipate booking at the Omni will not be an issue due to the high demand for the football championship playoffs. Hopefully, a more reasonable resolution can be reached to avoid negative feedback.

My hotel reservation did not match the description and photos provided. Upon arrival, I found the room at the back of the hotel next to a noisy generator, which was not as advertised. The receptionist directed me to contact Agoda for any complaints. I decided to find another nearby hotel and returned the next morning to take photos, but the receptionist insisted on contacting Agoda. I managed to take some pictures under pressure from the staff. I have attached the photos showing the discrepancies between the actual room and what was advertised on your website. I hope this issue can be resolved promptly. Looking forward to your response. Regards, Tristan Berthet.

On December 3rd, I made a booking on Agoda.com with Booking ID [redacted]81. Shortly after, I received a confirmation email stating it was non-refundable. I promptly contacted Agoda and the property owner to request a change to a refundable booking. It appears their system may have been preset to non-refundable. Unfortunately, neither Agoda nor the property owner has taken steps to address this issue. My only request is for them to correct it to a refundable status. Agoda lacks a toll-free number accessible from India, making communication challenging. It feels like they are unresponsive. Elizabeth U. Email: [redacted], Phone: 91-[redacted]

I am seeking a refund for our stay at the hotel due to the unlivable conditions of the room. The cleanliness was unacceptable, including dirty pillows, pillowcases, toilet, mattresses, and the overall state of the building. This was particularly problematic for my sons, who suffer from asthma. Despite the efforts of the receptionist to change the bedding, the replacements were also old, unsanitary, and did not meet basic hygiene standards. Additionally, the room did not match the advertised description, the air conditioning was faulty, making it difficult for all four of us to breathe comfortably. We had to find alternative accommodation at 2am due to these unacceptable conditions. I am happy to provide photos of the conditions we encountered upon request. The Booking ID associated with this stay is: [redacted], and our Member ID is: [redacted].

I made a hotel reservation on an app on October 26 for February 6 to 11, but I had to cancel it on October 29 due to my parents' preference against dormitory accommodations. I noticed the app stated free cancellation before I canceled. However, in December, I was surprised to see charges from Apple Inn hotel for the canceled booking. I am confused as to why I have to pay for a room I didn't use when I canceled well in advance of my parents' trip. Could you kindly assist me with getting a refund for the charges? I find it unreasonable to pay for a room I canceled within the free cancellation period. Thank you for your help.

During our stay at Polygon Hotel in Ho Chi Minh on 23/11/18 for two rooms for two nights with booking IDs [redacted]25 and [redacted]61, we encountered numerous issues. Both rooms had blocked bathtubs, causing flooding and inconvenience for the duration of our stay. Additionally, in one of the rooms, the air conditioning was malfunctioning and blew hot air, leaving us uncomfortable. Despite requesting a room change due to a leaking freezer, we were informed that the hotel was fully booked. The breakfast service was subpar, with food running out by 8 am and not being replenished. To add to the frustration, we paid an extra $7 per night for our daughter's breakfast, which was not served appropriately as the buffet was depleted early. The staff's behavior was also disappointing, with rudeness towards us throughout our stay. We are seeking reimbursement for these numerous inconveniences.

Urgent! Booking ID: [redacted]81 I did not cancel my reservation on purpose. I wanted to postpone my hotel date but somehow it got completely cancelled. Please contact me at my current email: [redacted] I urgently need a response from Customer Service at Agoda. Waiting for a solution is difficult for me. If I do not receive a satisfactory resolution, I will no longer use Agoda.

Booking ID: [redacted]81 I did not cancel my booking intentionally. There seemed to be an option for me to select, and I only wanted to change and reschedule my hotel reservation, not cancel it entirely. It is urgent that you respond as soon as possible! I used to use the email [redacted], but I now use [redacted] Please correspond with me using this current email address. I am having trouble reaching Agoda's Customer Service. Waiting for a response is difficult. If I do not receive a satisfactory solution from Agoda, I will discontinue using their services. I intend to leave negative feedback to inform others worldwide of my experience.

I recently made a booking through Agoda with confirmation number [redacted]57 for the Villa De Orange hotel in Siolim, Goa. I specified 4 adults and 1 child aged 11 years during the booking process. However, I received a confirmation email stating only 4 people for the booking. I kindly request for the confirmation to reflect 4 adults and 1 child. The price displayed on your website at the time of booking included the child, which influenced my decision. I hope that the cost in the confirmation aligns with the initially advertised price of Rs 29,[redacted].34 for 4 adults and 1 child. Thank you for your assistance.

Dear GetHuman team, I currently have a booking scheduled for check-in on Saturday, December 8th. Unfortunately, due to unexpected circumstances, we need to request a one-day delay for check-in on Sunday, December 9th instead. I have already contacted the hotel directly, and they have confirmed that they can accommodate the change with available rooms. However, as the reservation was made through Agoda, they need to process the alteration. I have attempted to reach Agoda multiple times by phone, enduring three 15-minute waits on each call without success. I would appreciate any assistance you can provide with this matter. Thank you.

Yesterday, I made a booking with the ID: [redacted]73 for 1 night at Panalee Home and Camping. I reserved a Family Villa for 2 persons but upon check-in, the receptionist gave me a key to an Iyaret room, which is a 1 bedroom villa. Later, she called me during dinner about a payment discrepancy and requested [redacted] bahts in cash the next morning. After a further inquiry to my UOB credit card, I confirmed the payment to Agoda had already been made. Today, during breakfast, she questioned the booking again but after showing her the details, she acknowledged it was indeed for the Family Villa. The air conditioning in the Iyaret room was dirty, emitting a smoke smell at night. While the resort's view is nice, other aspects like the customer service and performance were lacking. I hope for an improvement in service quality in the future.

I had planned to attend a music concert in Langkawi featuring Martin Garrix, but it was cancelled last minute yesterday. Due to this, I have decided not to travel to Langkawi and would like to cancel my booking. I am aware that cancellation charges may apply. If charges do occur, I kindly ask for the transaction to be processed later in the day as the account linked to the booking card currently lacks sufficient funds. I expect to deposit funds into the account by 12pm today. Looking forward to your prompt response.

I have encountered some issues with my booking ID [redacted]79. I seem to have been charged twice. Agoda charged me £48.99 on November 19th, and the Lalamo hotel also charged me £43.90 separately. I require a refund from either the hotel or your company to reconcile the duplicated payment. The correct amount to be charged is £48.99. Another issue arose when an additional guest joined our booking. I originally booked two rooms for two individuals. Subsequently, I needed to adjust the reservation to accommodate three people in two rooms. However, I encountered difficulties altering this detail on the website. The hotel reached out, requesting the modification. Can you please update this information in your system accordingly? Thank you for addressing these concerns promptly. Best regards, R.

Dear Agoda Team, As a provider based in Bali, Indonesia, I am experiencing challenges reaching out to your customer service regarding an issue with my Accommodation Listing on your website. There are necessary alterations that need to be made, impacting the revenue of one of my team members significantly. Despite numerous attempts to contact Agoda via phone calls and SMS, I have faced unresponsiveness. My emails outlining the problem have also gone unanswered. Feeling frustrated by the lack of communication and service, I am now considering reaching out to the Agoda Head Office in Asia to address this matter effectively. I believe the Bali office is withholding information from me, possibly due to dishonesty, and I refuse to be disregarded. Your prompt attention to this matter is highly appreciated as I seek a resolution urgently. Warm regards, P. Finlason

I recently made a booking for my Manager (ref:[redacted]) for 4th-7th December, but I received an email on 4th December stating that the hotel was not available. I have reached out via email in response and attempted to call three times, but have been on hold for a significant amount of time without any response. Despite the error being on Agoda's end, I have been receiving daily emails stating that if I don't respond, I will be charged for a no-show. The communication in the email is contradictory as it also mentions that no charges will occur if there is no contact from my end. I urgently require confirmation that the booking has been cancelled due to Agoda's mistake and that there will be no charges incurred. The level of service provided has been appalling, and as this was a corporate booking, we will not consider using Agoda in the future, potentially causing a loss of business for your company.

Hello Agoda Support, I wanted to bring to your attention some issues with the room we checked into this afternoon. Firstly, there is a strong smell of mold and dampness. Secondly, there are wet spots on the ceiling as if there was a leakage. Additionally, the room was not cleaned properly upon our arrival and the locker provided does not work. When we informed the administrators, they only sent room service to check and their solution was to spray perfume to mask the smell. As I have asthma, it is not safe for me to stay in a room with mold. We would like to change to a different hotel and inquire about the process for a refund in this case. Thank you in advance. Best regards, Marya