Agoda Customer Service Issues

I attempted to contact Agoda over the phone but was unable to effectively communicate my concern. I made a booking on November 28, [redacted], with booking ID [redacted]65 for Mr. R. Agarwala using my SBI card ending in [redacted]. Although my guest successfully checked in and stayed as planned, I observed two unauthorized charges of Rs. 8,[redacted].32 & Rs. 9,[redacted].80 on my card statement for the Agoda hotel reservation. I encountered a network connection error during the booking process, resulting in one failed transaction. Subsequently, I rebooked the same property, and the payment was successfully processed with booking ID [redacted]65. I kindly ask your team to review the booking details and promptly refund the incorrect charge of Rs. 9,[redacted].80. I anticipate an early response and seek a callback from Agoda Team for a resolution. Regards, Ashish Choudhury.

Hello, I am Anton Peiris, a doctor from New Zealand, planning my official trip to Gold Coast. I encountered issues making a reservation at Synergy Broadbeach Apartments last night, resulting in a double booking. I promptly contacted the hotel for cancellation, which they handled, ensuring a full refund. Despite informing Agoda about the situation, I couldn't reach them for further assistance. I kindly ask for the cancellation of the duplicate booking made due to a website glitch and a full refund to my bank card. Your prompt attention to this matter is greatly appreciated as I do not require the additional booking. Thank you for your help. Regards, Anton Peiris

During our stay at the Royal Pavilion from December 4th to 8th, we faced issues with the water heaters needing repair, which was manageable. However, last night during heavy rain, water seeped through the window, soaking the floor and our luggage, posing a safety risk. After contacting the reception, it took an hour to secure a suitable room without the water problem. This experience was unacceptable, leading us to request a refund or a 50% discount on the last night's stay for both rooms. Despite our efforts, the manager was unresponsive and did not address the flooding concerns. We emphasize that basic shelter and safety are crucial, especially given the premium we paid for a higher-tier room. Our sleep and peace were severely disrupted, and we seek a resolution promptly.

Dear Agoda Team, I made a reservation for 5 people at the "2 Heaven Hotel" for 3 rooms on November 29 with reservation number [redacted]31. I opted for free cancellation until April 11 as indicated on the hotel description. However, on the same day, I canceled the reservation due to a date selection error. The full price of [redacted] KRW for the canceled reservation was charged on December 4. Despite Russian support claiming it is not our issue, we believe customers should be protected from such mistakes. There seems to be a glitch on the site, which put us in an unfortunate situation. My friends and I either wish to rebook the hotel or receive a full refund. I can provide screenshots if needed. Thank you for your understanding. Best regards, I. H.

Dear Sir or Madam, I have a reservation at your resort booked through Agoda with the booking ID [redacted]15. I reserved a Supreme Deluxe Sea View room in April for the dates of January 30, [redacted], to February 6, [redacted], with full payment due on January 14. Regrettably, my flight schedules have changed, requiring me to arrive on February 1, [redacted], and depart on February 5, [redacted]. Despite my attempts on Agoda, I received a notification that those dates were unavailable, although I am already booked for them. I am kindly requesting if you could accommodate this adjustment. Thank you for your assistance. Sincerely, H. McKinley-Brown

I requested a correction for my booking date confirmation with Agoda and the property, but I have not received any updates yet. I followed up with emails, but the issue remains unresolved. This was my first time using Agoda to book at the resort, and I am disappointed with the lack of assistance in fixing the date error. My name is Ms. Charity Anne R De Veyra, and my booking ID is [redacted]52. I am frustrated because I may be charged for a booking that I cannot attend due to the mistake. I hope for a resolution soon as I am displeased with this experience as a first-time customer.

I'm Burt N. and I made a hotel reservation on Booking.com, not Agoda. Somehow, my booking got transferred to Agoda. I need to cancel it because my job has been extended. I chose Booking.com for its easy cancellation policy. I've used their services many times without issues. I was provided a 20-digit confirmation code for the Holiday Diamond Hotel in Hanoi from January 7 to 14, [redacted]. However, when I called the [redacted] number and entered the code, it was deemed invalid, and the call disconnected without assistance. I tried three times with the same result. Following the website's advice, I attempted to cancel online through Agoda, but they have no record of my hotel reservation. I urgently need your help to cancel this booking. Thank you.

Hello, I'm Burt Neimeyer, and I recently made a hotel reservation through Booking.com. However, it seems that my reservation was transferred to Agoda instead of staying with Booking.com. I prefer Booking.com due to its flexibility with cancellations within the specified time frame. Unfortunately, my job has been extended, and I won't be able to use the hotel reservation at Holiday Diamond Hotel in Hanoi from January 7 to 14, [redacted]. The confirmation code for the reservation is a lengthy twenty-digit number ([redacted][redacted]). When I tried calling the [redacted] phone number provided and entered the confirmation code, I received a message saying it was invalid, with no option for assistance. I attempted this three times with the same result. The website instructed me to cancel the reservation online, but after creating an account, the system doesn't recognize my reservation. I urgently need to cancel this booking due to my job extension. Any help would be greatly appreciated. Thank you.

I mistakenly booked Proud Phu Fah (Booking ID: [redacted]01) from 22/1/19 to 24/1/19, but I intended it to be from 24/1/19 to 26/1/19. When I tried to amend the booking, it was not clearly communicated that an extra charge of RM1,[redacted] per night would be added to my credit card. I assumed the total price would change from the initial RM966.61 to RM1,[redacted]. I find it unfair that I am now paying double for the same duration at the hotel due to a booking error. If I had known, I would have just made a new booking. Can you please help me rectify this by refunding the initial charge and adjusting the booking dates at a reasonable cost? I hope you can assist me promptly as your website is known for providing competitive rates and good customer service. Thank you.

Subject: Complaint Regarding Stay in Hong Kong - Room Booking No: [redacted]57 To the Agoda Customer Service Team, I am writing to express my disappointment with the accommodation arranged for my recent stay at New Prince Hotel in Mong Kok, Hong Kong, with booking reference number [redacted]57. The booking was for a family room that was supposed to accommodate 7 people (3 adults and 4 children), as stated on the booking. However, upon check-in, we were provided a room with only 3 beds, suitable for up to 5 people. When we raised this issue with the reception, they claimed that the hotel only had a family room for 5 people. Despite showing them the booking details, they were unable to provide the correct room. Our experience was marred by the inconvenience of squeezing 7 people into a room meant for 5 for 4 nights. We tried contacting Agoda's 24-hour customer service for assistance during the check-in process, but our calls went unanswered, adding to our frustration. I am seeking compensation or a refund equivalent to the rate for 2 people for 2 nights as the room provided did not meet our booking requirements. I await your response to this matter. Thank you, Mustazah Mohamed

Hello, I am Kate Tanaka, and I had reservations at Santhiya Resort in Koh Pha-Ngan, Thailand from December 11-12, which I need to change to December 10-11. I tried calling but couldn't reach a representative, so I had to make the correction on the website. The website mistakenly charged me an additional $[redacted].34 instead of the expected $10 difference. I am disputing this charge due to unclear information on the website and lack of assistance from a representative. I am open to downgrading to a cheaper room for the adjusted dates. My booking confirmation number is [redacted]38, and I am requesting a refund of $[redacted].34. Thank you for your help. Sincerely, Kate Tanaka

This is the fourth email I have sent expressing my concerns. We have not received any response yet. Our booking number, #[redacted]54, was canceled because our 90-year-old aunt, who has fallen three times in the past two weeks, is unwell. We have requested a refund, credit for future use, or any alternative, but we haven't heard back. We possess a doctor's letter explaining that she is unfit to travel due to safety concerns. We initiated contact a week ago and attempted to call without success. Is this level of customer service standard, or is it an exceptional case? Kind regards, Sharon & Chip Strong, and June Couvillon.

Hello, I wanted to share my feedback regarding my recent experience with Agoda. My booking number is [redacted]17. During my overseas trip, I received an email stating that my payment could not be confirmed, and my booking might be canceled if payment was not made within 44 hours. Unfortunately, being abroad prevented me from making the payment or contacting my bank. Consequently, I had to book another hotel through Agoda and pay at the hotel. Upon returning home, I checked with my bank and confirmed there were no issues with my debit card. To my surprise, I discovered that Agoda had already deducted the payment for the canceled hotel. This error was not on my end, so I am kindly requesting Agoda to refund the deducted amount. Thank you.

I made a hotel reservation on Agoda on December 4, [redacted]. Initially, they requested RM8.66 for verification, then without my consent, they charged me an additional RM109.99 for the booking. Despite waiting for hours, the status remained "booking in process." Upon contacting Agoda, I was informed that the room I desired was unavailable, and they could not accommodate a change or arrange an alternative room at the same hotel under my existing booking. They suggested canceling it, which I found to be inconvenient. Although they refunded the RM8.66, I am yet to receive a refund of RM109.99.

Dear Sir, I am writing to seek assistance regarding my booking number ID [redacted]92 at Hotel Richmond, Paris, France. Due to the current tense situation in Paris, my family and I are concerned for our safety and have decided to cancel our trip from December 21, [redacted], to December 27, [redacted]. We kindly request your assistance in processing a refund for the booking. I urgently require a confirmed refund statement from you to provide to my bank to avoid any charges. Your prompt attention to this matter is greatly appreciated. Thank you for your understanding. Sincerely, Ms. Candao

I arranged an all-inclusive honeymoon getaway in March [redacted] for my son and daughter-in-law as their wedding present. The booking reference number is [redacted]46. They had a reservation for ocean villas at Adaaran Select Hudhuranfushi resort from October 7th to 11th, [redacted]. Unfortunately, their stay was disrupted on the first night due to a nearby structure fire. Following the evacuation, they were moved to various resorts and islands that did not meet the standards I had expected. Despite assurances of similar or better accommodations, my son and daughter-in-law were left without all their belongings as they were not allowed to retrieve them from their hut. To date, they have not received all their possessions. This was meant to be a dream honeymoon but turned into a nightmare. I am requesting either a complimentary trip to an ocean villa or a full refund along with compensation for their belongings and the additional transfer costs incurred.

This is my second request to cancel a booking with the ID number [redacted]97 made by my son on behalf of me, Gayleen Hunter, at the Chateau Beachside Resort on the Gold Coast. We were unaware that the booking was in USD as it wasn't specified on the site. We thought the amount was $[redacted].71, but my son later discovered it charged $[redacted].84. This discrepancy is concerning, and we would like a resolution. If you require the card number that was charged, please reach out via email. We reside in Australia, making it challenging to contact easily due to the time zone differences. I find this misleading and hope for a prompt resolution. Regards, Mrs. G Hunter.

Hello, I recently made a reservation at Sukhumvit 20 Guest House in Bangkok, Thailand via booking.com for $57 for 3 nights. The hotel's website appeared promising, but upon arrival, we were overwhelmed by a strong scent similar to urine/ammonia/bleach throughout the lobby, hallway, and room. The discrepancy between the website photos and the actual rooms was significant. Though I could have endured this for 3 nights, the odor made me feel ill quickly. When we asked for a refund for the 2nd and 3rd nights due to the smell, the front desk staff directed us to contact Agoda for reimbursement. I am seeking a refund of $56 from Agoda, ideally $37 for the last 2 nights we didn't stay. We left the property within 10 minutes of check-in due to the unacceptable conditions. I don't usually request refunds, but this situation was beyond what I can tolerate. Given my experience staying in Bangkok, I expected a certain standard for $20/night, which this property did not meet. Thank you for your assistance. Best regards, A. J.

Subject: Correction Needed for Booking #[redacted]3 Hello Customer Support Team, I wanted to ensure that my booking number [redacted]3 has the correct address listed. I made a reservation in Tbilisi, Georgia for accommodation from December 25th to January 2nd, [redacted]. I have not yet received an email or voucher for my booking, even though the payment went through and the hotel has confirmed my reservation. I suspect that there may have been an issue with my email address when I made the booking. Could you please verify the email address associated with my booking and send the confirmation/voucher to the following email addresses as soon as possible? I've also tried reaching out via email and phone with no success. The correct email addresses to use are: [redacted] [redacted] I appreciate your prompt assistance. Thank you, Rasha

Booking ID: [redacted]64 I kindly request your assistance with my unintentionally canceled booking for a trip to Boracay from February 28, [redacted], to March 2, [redacted], which I just made today. I am aware of the rules and regulations but hope for help in this matter. I have attempted to contact the hotel, but my booking could not be located. Please understand the value of this hard-earned money and the importance of maintaining my reservation in Boracay. As a loyal user of Agoda.ph, I seek guidance on how to proceed with my booking. I am eager to retain my booking that was mistakenly canceled due to my daughter playing with my phone after the reservation. Subsequently, I received an upsetting email about the cancellation. I anticipate a positive response as we are eagerly anticipating our trip to Boracay, especially for my baby's birthday celebration. Thank you and God bless.