Agoda Customer Service Issues

Hello, while browsing the Residence Inn River North Chicago, I attempted to apply the promo code Agoda provided me with. Regrettably, I couldn't locate where to input the code during the booking process and assumed it might be at the end. Unfortunately, I completed the booking before entering the promo code and any special requests. Subsequently, I canceled the booking but have not yet received a refund. I am still interested in booking this accommodation but would like to include my special request and utilize the promo code. Kindly assist with either processing a refund or rebooking for me including the special request. The booking number is [redacted]89. Thank you, Karen F., New Zealand.

Hello Agoda Support Team, Regarding my booking with reference number [redacted]33 for the Best Western Plus Executive Airport Hotel and Suites in Miami, USA, with check-in on January 29th and check-out on February 1st, [redacted], I encountered visa issues preventing me from boarding my flight on January 28th from Singapore to Miami. I contacted Agoda to request a date change for my booking and was informed that the hotel needed to confirm this. After receiving an email approving the change, I have been attempting to contact Agoda's customer support to provide the new dates without success. Please contact me at +65 [redacted]9 so we can proceed with the modification of my booking. Thank you.

Dear Agoda, I have attempted to reach out to your customer service team multiple times via email and phone following my stay at hotel Garni Mössmer, however, without any success. I have not received responses to my emails, and when trying to call, the phone just keeps ringing. During my time in Austria, I did receive a call from your company regarding the hotel payment while I was on a plane about to leave the country. Unfortunately, I had to cut the call short due to the circumstances. I would like to clarify that upon check-in at the hotel, we signed paperwork that I believe included authorization for the payment balance and any additional charges. I did not have any intention of leaving without settling the payment. After reflecting on our stay and the disappointing experiences we had, I am now hesitant to make any further payments to the hotel until we can reach a resolution or receive compensation. I have outlined some of the concerning experiences during our stay, including an incident where one of our group members fell ill and soiled the bedsheet due to a mix of medication and alcohol. The way we were approached and treated by the hotel owner was extremely unprofessional and disrespectful. I expect an apology from the hotel owner before we can discuss any compensation or rate adjustments. Please handle any further communication regarding this matter. I look forward to your response. Best regards, Daryl S.

On 11th February [redacted], I made a room booking at Royal Place GH in Noida, India through Agoda. They charged me $50+ and I received a confirmation email with all the details. My booking ID is [redacted]51. When I contacted Royal Palace for reconfirmation, they informed me that they no longer work with Agoda. They advised me to contact Agoda for a refund. Upon reaching out to Agoda, they apologized and offered me two options - to request a refund or to book at a different property for the same price. My attempt to reply to them via email at [redacted] failed. When I phoned Agoda India, the automated system requested my booking number and the last 4 digits of my credit card. After providing this information, the call disconnected without resolving my issue. This experience has been very frustrating. I'm seeking assistance with obtaining a refund.

On February 13th at 5:30 PM, I received an email from Cebu Pacific Airlines about a sudden last-minute change to my flight. My original flight on February 15, [redacted], (Flight no 5J [redacted]) was rescheduled to February 17, [redacted], (Flight no 5J [redacted]). I rebooked my flight at no extra cost. Consequently, I needed to adjust my hotel booking at The White Hotel 1 in Ho Chi Minh with booking ID: [redacted]72. My new flight departs to Ho Chi Minh on March 13, [redacted], and returns to Manila on March 19, [redacted]. Therefore, I would like to change my hotel stay dates to March 13-18, [redacted]. I am willing to pay any additional charges incurred due to these changes. As a long-time loyal customer, I hope for your understanding in this matter. I have attached the email from Cebu Pacific Airlines for reference. Thank you. - Alexander E.

I recently made a hotel booking with Agoda for three nights at Well Hotel Bangkok, with the booking ID: [redacted]12. The total amount was HKD [redacted].31, which I paid using my HSBC HKD Visa card. However, I received confirmation that Agoda will charge my credit card €[redacted].89 on April 2, incurring foreign exchange charges. I specifically agreed to pay in HKD and provided a HKD credit card. I find Agoda's practice of charging in € without consent unacceptable and unethical. I kindly ask for the charge to be in HKD on my credit card as initially agreed. I hope this issue can be resolved promptly. Thank you for addressing this matter accordingly.

Please cancel my booking with ID[redacted]31 made on 10/02/[redacted] at Sun Island Hotel Bali for Rs29294. I did not intend to confirm the booking that day, I simply provided my card details for future reservations. According to the information provided, no charges were supposed to be applied for holding the dates at the hotel, only for identity verification. Kindly cancel the booking and transaction made on my Indus Ind Bank credit card for Rs29294 mentioned in the SMS received. It would be difficult for me to pay this amount as I am currently unable to travel. I appreciate your understanding and prompt action on this matter. Looking forward to your response. Thank you. Dipak G.

I made a booking today for 20 Degrees Sud Mauritius, but the confirmation reflected the wrong date. Instead of the 15th, it was booked for the 21st, which I cannot accommodate as I will be out of the country. The booking ID is [redacted]77. I just noticed this discrepancy shortly after booking, and I am distressed to discover that I am unable to cancel according to the online service policy. Can the date be adjusted to the 15th of February? Your assistance in resolving this matter would be greatly appreciated. Doria A.

Dear Customer Service, I have been unable to reach you by phone and am following up in writing. You requested the last 4 digits of the credit card I used; however, the card expired in January, and I no longer possess it. I have been a loyal customer for many years. This is my second attempt to address the issues with booking number [redacted]75. The hotel was promoted as non-smoking in a historic area, but it is located in the red light district and smelled strongly of cigarette smoke. Upon arrival, the initial room was messy with unmade beds, beer cans, and cigarette butts. Despite the friendly reception staff relocating us twice, the rooms retained a strong cigarette odor, causing discomfort and nausea. It is evident from our booking at the NH Collection Hotel Doelen instead of the Luxer that we sought better accommodations. We settled the remaining charges in cash upon departing the Luxer. After years of positive experiences, I am disappointed by the inaccurate hotel description. I kindly request a refund and await your prompt response. Best regards, A.G. Phone: [redacted] Email: [redacted]

Good morning, we are facing issues at our hotel in Koh Samui. We have been unwell for three days, sought medical care, but have not shown signs of improvement. The cleanliness standards are unacceptable. The stench from the bathroom has deprived us of sleep for the past two nights. Additionally, there are pests coming from the bathroom and trash bins in the room. Our vacation has been marred by illness; we are unable to eat, suffering from vomiting, diarrhea, and stomach pain. The doctor believes I have contracted bacterial infection, possibly from the pool, and have a severe ear inflammation. We have been here since Wednesday, offered a different room, which is not a satisfactory solution. Can we switch hotels without extra charges? We urgently seek help and await a prompt response. Best regards, Artur J. Baan Talay Resort Koh Samui

I made a reservation at Surintra Resort through Agoda with code [redacted]86. Due to delays in receiving my renewed passport, I emailed to inform them I would arrive on the 15th. The night clerk found my booking, gave me the key, but now the hotel staff insists I must pay for tonight. While I understand I missed a night, I didn't request a refund and believe I am not amending but merely forfeiting one night due to passport delays beyond my control. The staff is claiming Agoda's policy doesn't allow changes, but I see it as a special circumstance. I have paid for the room and expect to use it. I appreciate your assistance in resolving this matter promptly and respectfully.

Hello, my name is Silvano B., and I need help regarding my reservation. I reserved for February 19-26, [redacted], but my confirmation displays March dates instead. Despite my attempt to fix this, my booking got canceled. My reservation number is [redacted]40. I need to resolve this error as I'm arriving in Makati on the 19th but currently have no accommodations. Please reach out to assist in adjusting this discrepancy. Thank you.

I would like to file a complaint about my reservations at Twin Homestay Johor Bahru for today, February 17, [redacted], with Booking ID [redacted]32. I booked 1 room for 6 adults in the Condo 3 Bedroom Superior category. It was frustrating as we spent 3 hours walking and searching for the condominium location in Malaysia, leading to additional taxi expenses. I booked the condominium at a low price on Agoda.com, but the inconvenience and extra cost were not worth it. I have contacted the owner, incurring further charges. This experience has left me upset and I am seeking prompt resolution and compensation for the inconvenience caused.

Dear Customer Service Officer, I recently made a booking and quickly noticed an issue with the dates. Despite attempting to contact the hotel, they have not yet received the reservation. I reside in Toronto, Canada, and, unfortunately, my calls to the toll-free number were unsuccessful. As a loyal Agoda customer, I kindly request your assistance in reviewing my situation and potentially canceling the booking. If a refund is not possible, I am open to receiving Agoda credits for future use. Your prompt attention to this matter is greatly appreciated. Thank you for your assistance, Zhenzhen Booking ID # [redacted]18 Check-in: April 18, [redacted]

I am experiencing an error on the booking portal, and I am unsure if the booking was successful. I mistakenly made a second booking. Could you please cancel the duplicate booking and process a refund for me? Thank you. Greetings from The Klagan Riverson, Kota Kinabalu! For any cancellations and refunds, please contact Agoda directly as the payment was made through them, not through our site. If you need further assistance, feel free to reach out to us. Thank you and Best Regards, Berallaine W Front Office Block B, Level 3, Lorong Riverson @ Sembulan, Off Jln Coastal, [redacted] Kota Kinabalu, Sabah Tel: +xx xx xxxxxx Fax: +xx xx xxxxxx Email: [redacted] Website: www.theklaganriverson.com

Dear Agoda Customer Service, I made a booking for my friend in France using my credit card, but I forgot to select the option "Book for others." Consequently, my friend won't be able to present my credit card at the Kyriad Hotel Paris Porte d'Ivry in Paris for check-in tomorrow on 20.02.[redacted]. I have attached the booking details for your reference. Please advise me on how to modify or rebook this reservation to resolve this issue. Is it possible to communicate with the hotel via email? Additionally, could you provide me with the hotline number for Agoda in Vietnam? I eagerly await your prompt assistance. Best regards, Nguyen Mai Lan Customer Services Department RESORT VACATIONS Co. Ltd. 9th Floor, Melia Hotel Tower #2 H.C.O. BLD. 44B Ly Thuong Kiet Hoan Kiem Hanoi VIETNAM Office Phone: +84 [redacted] [redacted] (ext: [redacted]) Hotline: +[redacted]7 Email: [redacted] Website: www.resortvacations.vn

Hello, I want to express my gratitude for the outstanding service provided by Agoda. I am a loyal customer and always use your website for my travel bookings. I had a reservation at the Divine Castle Inn in Coron for tomorrow night with booking #[redacted]00. Regrettably, both my girlfriend and I have lost access to our credit and debit cards and are unable to pay for the ferry to Coron, preventing us from reaching our reservation on time. I am aware of the hotel's no refund policy, but I am reaching out to Agoda in the hopes that you may be able to assist us given the circumstances beyond our control. This is the first time I have encountered such an issue, and I am optimistic that we can find a resolution together. Thank you for your help, and I eagerly anticipate booking through Agoda for our upcoming travels in the next six months.

I reserved a room at Pacific Skyloft Hotel in Manila through Agoda with a booking ID of [redacted]32. Initially, the payment was scheduled to be processed on February 19, [redacted] if the booking remained valid. I recently received an email from Agoda on the mentioned date stating that the payment could not be confirmed, prompting immediate payment to secure the reservation. I followed the provided link, entered my credit card details, but have not received a confirmation. The hotel assured me that the rooms were paid for. I am concerned that my credit card may have been double charged. I hope this issue can be resolved promptly. Thank you. - A.T.

Hello, my name is J. M. On Feb 15th, I made a booking at Hotel Pennsylvania through your service and was charged $50.06. I cancelled the reservation shortly after. Despite the charge, I did not receive any form of confirmation regarding this booking. The hotel subsequently cancelled the reservation. Since I didn't have an Agoda account and there was no email confirmation sent by your service, I had no choice but to cancel through the hotel. Unfortunately, without the necessary details like the confirmation #, I couldn't cancel through Agoda's website or email. Additionally, when attempting to contact you by phone through the provided link, it led only to the FAQ section, lacking an actual phone number. I am requesting a full refund of $50.06. Kindly process this reimbursement promptly. Otherwise, I will have to escalate the matter with my bank today.

Hello, I made a room reservation for Hotel Grand Central in Singapore through Agoda on February 20, [redacted], at around 16:00. After waiting for over 2 hours without receiving a confirmation email, I checked my Agoda app but found no booking listed. I contacted Grand Central to cancel and proceeded to book a room at Link Hotel instead. Today, at 10:00, I received confirmation from Grand Central that my booking was indeed confirmed and paid for, despite my cancellation request. I am confused as my booking does not appear on any of my lists. I need assistance from one of your agents regarding this matter. I have the booking ID for Grand Central if needed. Please reach out to me promptly. Thank you.