Agoda Customer Service Issues

I am extremely disappointed with the service provided by Agoda. My husband and I tried to resolve an issue with our reservation at the Ramada Inn in Palmdale, CA. We had to leave early due to safety concerns for our four young children, ages 14, 10, 8, and a baby. The room had drug users loitering nearby, unsettling encounters at night, broken amenities, and the staff was unhelpful. When we contacted Agoda for a refund, we were misled and denied. We are currently homeless, facing harsh weather conditions, and have sick children. Despite promises of a refund from an Agoda representative, our issue remains unresolved. I am willing to provide proof of our situation and expect a refund for the nights we did not stay, as well as complimentary accommodation in a safe hotel considering what we have been through. I hope for a prompt response from Agoda as our family is in urgent need. Thank you. - M. G.

Dear Sir/Madam, I believe there has been a misunderstanding. I settled the invoice in full on January 12th this year. I will send the invoice separately via email. Kindly review your records and process the refund accordingly. Thank you. Best regards, Bruce Neale Sent from my iPhone

We encountered an issue with Agoda regarding our reservation at the Royal Huahine Hotel from February 20-28, [redacted]. Upon arrival at HUH airport, we were left waiting for 2 hours when the shuttle did not pick us up as arranged. After finally being picked up and arriving at the hotel, we discovered that a double booking had occurred for 2 rooms instead of 1. Despite reaching out to Agoda for a resolution, we have not received a response. This situation has caused stress and financial inconvenience during our vacation. We made a booking in October [redacted] with booking ID# [redacted]10, and a second unauthorized booking was made on 2/16/19 with ID# [redacted]58, resulting in additional charges to my credit card. I urge Agoda to rectify this error promptly to avoid further issues. Dr. Wendie Scott

My name is Arnab Datta and my booking reference number is [redacted]73. I am concerned about the condition of the rooms at the hotel where I will be staying. Online reviews have indicated that the rooms have rust, dirt, and old amenities, with untidy bathrooms. I have reserved Two Standard Double Rooms for a 6-night stay with my 2-year-old child and elderly parents who require cleanliness. I hope that Agoda can assist me in ensuring that we have good, clean, and tidy rooms for our upcoming trip. This is my first time booking through Agoda, and I have high expectations as a customer. I look forward to your response before my family and I check in four days from now for our 6-night stay.

Hello, on February 26th, I had a booking at H Residence Sathorn in Bangkok. Shortly after my arrival, I encountered several issues and had to check out after four hours. The first room I was given had no Wi-Fi, and although the front desk mentioned Wi-Fi problems, I noticed it worked in the hallway but not the room. After requesting another room and facing reluctance from the staff, I finally got a room with working Wi-Fi. However, there were further issues with the lights and the rooftop pool being empty and dirty, contrary to the advertised pictures. Feeling disappointed, I decided to check out early and booked a room at Paragon Inn through Agoda for the night. I am requesting a full refund from H Residence due to the unsatisfactory experience. Thank you, Rory.

Upon arriving at the Haruhay Dream Resort on Mactan Island, my expectations were for a relaxing time by the pool. Unfortunately, the pool's dark green water was unusable, and I have visual evidence to support this. Additionally, the air conditioning in our room leaked all night, keeping us awake. We had to request a room change due to this issue. The constant banging from ongoing work in the restaurant, including welding torches, made it difficult to enjoy meals. The noise was disruptive, and I have captured footage of this disturbance as well. This has been the most unsatisfactory resort experience I've encountered, and I am seeking a full refund. Despite our efforts to address these concerns with the owner, we were unable to reach a resolution due to his unavailability until late in the day. Our stay at the resort has been far from ideal.

Hello, I am Gregory M. Kelley from Liberty, South Carolina, USA. I made a reservation on your website last week with booking ID [redacted]82 for Friday, February 22nd, [redacted], for one night. Upon my arrival at the Hampton Inn around 3 pm on 2/22/19, I was informed that they did not have a room available for me. Not only was I disappointed by this, but the hotel was also completely full. Additionally, I discovered that the Hampton charged me $[redacted].08 for a room that I never even stayed in. I am requesting an immediate refund from your end as I provided Agoda with my credit card number ending in [redacted], which is my current Mastercard Debit card. I managed to find another hotel nearby with the help of Brian Meister at the front desk of the Hampton Inn in Columbia, South Carolina. The issue seems to lie with Agoda, according to the repeated incidents the Hampton management has faced in the past. Kindly contact me at [redacted] or [redacted]. It is crucial that someone fluent in English assists me promptly. Your urgent attention is greatly appreciated. Thank you, Gregory M. Kelley [redacted] Katherine Lane Liberty, South Carolina [redacted] USA

Unfortunately, I am writing to you from my holiday in Thailand to express my disappointment with the 4-star hotel I booked through your service, which turned out to be a 3-star hotel upon arrival. The hotel's quality, service, and cleanliness fell below our expectations of a 4-star standard. The subpar breakfast, unclean tables, language barrier with staff, and long waiting times for food and drinks have made our stay uncomfortable. Additionally, the air conditioners are ineffective, the bungalows feel unstable in the wind, and there is even an ant infestation near the sink. The daily monkey invasion causing chaos is another issue we have faced. Due to these circumstances, we are seeking a refund to salvage what remains of our holiday. I kindly request your assistance in resolving this matter promptly. Thank you for your attention. Booking numbers: [redacted] and [redacted]. Sincerely, Nadja Kämpfert

I attempted to sign in to the Agoda app to cancel my booking before the deadline. Despite multiple login attempts and resetting my password, I encountered issues. Cancelling bookings on other platforms like booking.com, hotel.com, and Hotwire took just minutes, unlike with Agoda. I'm in California, USA, dealing with job relocation, yet I couldn't cancel my booking. I've emailed customer support multiple times with no response or receipt confirmation. My booking ID is [redacted], last 4 card digits [redacted], and my mobile is [redacted]. My bank alerted me of the charge when I was asleep. Agoda's phone support didn't help either. Agoda should respect customers by providing efficient cancellation processes.

I am extremely frustrated as a customer. I attempted to make a payment on your website for Vanya Mahal in Ranthambore, but the transaction didn't go through, and my money was still deducted after entering my card details. Subsequently, I made a payment on another website and received a confirmation email. However, I never received a booking confirmation email from your end, nor was any notification sent to my dad's registered mobile number about the deducted payment. I arrived at the hotel only to find out that four rooms were booked instead of the intended two. I urge you to imagine my level of frustration in this situation. Provide me with a screenshot of the email sent from my end to clarify that the error was not on my part. I am extremely upset right now. Please assist me promptly as this issue was entirely caused by your system. I await your urgent response.

I am extremely upset as a customer. I attempted to make a payment on your website for Vanya Mahal in Ranthambore. The transaction did not go through, but my payment was still deducted after I entered my card details. Subsequently, I made another payment through a different website and received a confirmation email. However, I never received any communication from you regarding the booking or payment deduction. Now, imagine my frustration when the hotel staff informs me that I have booked 4 rooms instead of 2. If I made a mistake, please provide me with a copy of the email I allegedly sent. I am very stressed about this situation. Please assist me promptly since this was clearly an issue from your end, not mine. I urgently need a resolution as I am staying here for 2 days. Any help you can offer would be greatly appreciated.

Booking ID: [redacted]29 Hello, I hope you are having a good day. I have been attempting to reschedule my booking on the Agoda app for nearly two weeks due to a conflict in my schedule. Unfortunately, I was not made aware during checkout that the booking I made is non-refundable. I find this unfair as the payment was deducted instantly from my credit card. After contacting the resort, they advised me to go through the app for rebooking and provided me with your email as a first step. Although I have already paid, I aim to reschedule for March 20-23, possibly adding an extra day to our original stay. I am willing to pay any fees required for an amendable booking. I must have overlooked the fine print during payment with my credit card. I look forward to your response. Thank you and have a good day!

I received an email instructing me to contact customer care for a cancellation, but after calling the provided number +-[redacted], following the prompts including providing my booking iD [redacted]98 and the last 4 digits of my card, I was unable to cancel as there was no option for it. The system only confirmed my booking. I need a working number where I can speak to a person directly to cancel as requested. Despite the assurance of 24/7 customer service, this number did not provide a cancellation option and ended with confirming the booking. I really need this issue resolved promptly as I have already spent a considerable amount of time trying to sort this out.

Booking number:[redacted]03 Name:Pasquale D. Hello, I had booked a double room, but upon check-in, we were informed there was no electricity in the room. Even after 2 hours, the issue persisted, making it impossible to shower or use the bathroom due to the lack of a window or electricity. Additionally, there were no towels or toilet paper provided, and the room was infested with bugs, including bed bugs. My girlfriend was bitten, and we had to purchase cream due to swelling. Due to these conditions, we left the hotel immediately, and I request a full refund as our experience was completely unacceptable. This was beyond anything I have ever seen, not even in movies. Please address this matter promptly, or I will be forced to take further steps. Thank you.

Dear Sir/Madam, I recently made a room reservation in India with the provided booking details: Booking ID: [redacted]55 Check-in: February 25, [redacted] Check-out: March 02, [redacted] Email: [redacted] Phone: +93 [redacted]36 Guest: Zohra Hussain Khai Room: Deluxe Room (x 1) Capacity: 2 adults Upon my guest's arrival on March 25, [redacted], the hotel informed her that there was no booking as they don't accept online reservations and have been closed for renovations for a week. This caused a major inconvenience for my guest. Agoda needs to verify bookings to avoid such situations. I contacted customer service in India and was informed that the booking was not confirmed, and I would be refunded without charges. Despite this assurance, I have not received any communication regarding the refund as promised. I am looking forward to a prompt response. Regards,

Dear Sir/Madam, I recently made a booking for a Deluxe Room in India with the below details: Booking ID: [redacted]55 Check-in: February 25, [redacted] Check-out: March 02, [redacted] Contact: [redacted] : +93 [redacted]36 Guest: Zohra Hussain Khai Room: Deluxe Room (x 1) Capacity: 2 adults Credit Card 4 digits: [redacted] 1 room(s) x 5 night(s) Total: USD [redacted].60 Upon arrival on March 25, [redacted], my guest was informed that no booking existed as the hotel was closed for renovations. This caused significant inconvenience and distress to my guest, who was in an unfamiliar country. I contacted Agoda's customer service in India, and they assured me of a full refund due to the unconfirmed booking. Despite this, I am yet to receive any communication regarding the refund. I hope to have this matter resolved promptly. Regards, Maiwand

Hello, I recently made a booking on Agoda for a 2-night stay at Radisson Blu Hotel in Hyderabad from 21/3/19 to 23/3/19 using my Singapore DBS Visa Credit card. Unfortunately, I have not yet received the confirmation email, causing some concern. I have contacted Agoda about this issue, but they were unable to locate my booking without a booking number, which I did not save as I usually rely on the email confirmation. The booking was under my name, Rahul Patwardhan. I am worried that there might have been a mistake with my email address or that the booking could have been sent to the wrong person. I would appreciate if someone could verify whether the booking was successfully made and provide guidance on how to proceed. Thank you, Rahul Patwardhan

I am extremely disappointed with the customer service provided by Agoda regarding my booking cancellation request for ID[redacted]98. Despite sending more than 10 emails due to my original email being inaccessible, I have not received any assistance in canceling my booking within the 4.5-hour deadline. Two days later, I am still unable to successfully convey my intention to cancel the booking due to a work commitment. Upon receiving an email with options to indicate whether my issue was resolved or not, I clicked "No" as I did not receive any confirmation. However, this did not lead to any progress in resolving my cancellation request. The customer service setup for cancellations appears to be ineffective even when free cancellation is advertised at the time of booking. Despite my efforts to request a contact number for direct assistance, I have not received a response. The current system for booking cancellations on Agoda seems to be inadequate and unresponsive to customer needs. I would like to reiterate my request to cancel the booking due to unforeseen work circumstances. Best regards, Kee CH

I have a booking at Swissotel Nankai Osaka Hotel for 4 nights from March 16-20, [redacted], with booking ID 3[redacted]3. I encountered an issue where I was charged three times for the reservation using two different Visa cards. After being prompted to input another card due to the first one being unable to be processed, I provided a new card. Upon checking with my bank, I realized Agoda charged me three times - twice on the original card and once on the new card. I am seeking assistance in resolving this matter and getting a refund for the extra charges incurred. Thank you for your attention to this issue.

I have a reservation in Pondicherry for seven adults, from March 21 to March 24, [redacted]. The booking was confirmed, and the auto payment was supposed to go through on March 5, [redacted], unless we canceled it. We did not cancel. Our stay is confirmed. However, I received an email stating that the payment for my booking at Bonjour Bonheur Ocean Spray has failed. I tried to make the payment using the link provided in the email, but it did not work. The email mentions that the payment needs to be made within the next 44 hours. We are eager to make the payment as our stay is planned, and our flight tickets are already booked. Please get in touch with me urgently, so we can close this at the earliest, keeping the same rates and dates.