Agoda Customer Service Issues

Subject: Urgent: Refund Request for Booking ID: [redacted]65 Dear Agoda Customer Service, I wish to bring to your attention my recent experience at the "iLife Residence Chalong" in Phuket, Thailand. Upon my arrival today, I was dismayed to find discrepancies between the hotel's actual condition and the photos displayed on Agoda. Despite booking a deluxe room, I discovered the room to be substandard and unclean. Notably, I encountered issues like black specks on the mattress, tiny ants under the bed, and white mold on the nightstands. Due to these unsettling observations, I opted to relocate to the 'Ratana Apart-Hotel' (Booking ID: [redacted]33). The new accommodation provided a refreshing contrast in terms of cleanliness and overall comfort. I seek your assistance in recovering a portion of my prepaid expenses for Booking ID: [redacted]65. While I acknowledge the need to compensate the hotel for one night, I kindly request a refund for the remaining three nights of my stay. I understand the importance of following the appropriate procedure for check-out and return of the room key. I am awaiting your guidance on this matter. Please communicate with me via email due to current limitations with international calling. Thank you for your prompt attention to this issue. Warm regards, B. Kadoski

During my stay at a particular hotel, I initially booked for one week through a third party. Later on, I extended my stay by three days via Agoda, and then added another two days with them. Unfortunately, the hotel only cleaned my room once and then stopped providing towels and collecting trash until two days remained in my initial week. Despite my requests, they did not clean my room. I spoke to the general manager this morning during the middle of my extended stay, and they claimed they were not aware of my extended days due to their system limitations. They suggested I check out as scheduled and contact the third party for a refund. I am now attempting to reach out to Agoda to prevent being charged and to secure a refund for tonight's stay as I must find a new hotel due to the hotel's inability to accommodate me. It has been challenging to resolve this issue.

I had a reservation at a hotel called Providence Homestay in East Java. I am Darryl from Australia, traveling to Surabaya for the first time with my girlfriend, Natalia, on a budget. We arrived on Monday, March 4th, around 10 pm, exhausted and sweaty. After checking in, the male receptionist was in the process of leading us to our room with our luggage when he suddenly asked if we were married. I clarified that Natalia is my partner of 3 years, and we have no plans of getting married as we are content with our relationship status. Despite this, the man denied us entry and refused to let us stay. We requested a refund, but he claimed they do not provide refunds. When I questioned him further, he suddenly struggled with English. As we scrambled to find alternative accommodation, we ended up at the nice hotel HOTBOX. Coming from Australia, we adhere to hotel policies, but we were unaware of the no-marriage-no-stay rule. Natalia and I are on a tight budget, so a voucher or refund would greatly assist us. Thank you for your prompt attention. Sincerely, Darryl.

I made a reservation at Kishi Kishi Villas in Ubud for March 4th to the 10th. The property has changed ownership and no longer collaborates with Agoda. Upon arrival, my reservation wasn't in their system, but they still gave me a room. I checked my Agoda account, and it shows the booking as paid, but the hotel claims they haven't charged me yet. I haven't seen any charges on my credit card either. I am willing to pay the hotel directly, but I don't want to double-pay if Agoda has already processed the transaction. Can you please confirm this for me?

Hello, this is Thilmyz. We have reserved a room at South Gate Residency from the 10th to the 15th of March. Unfortunately, we received an email indicating that our payment was unsuccessful. We are uncertain if there is an issue with our card. Wondering if we can settle the payment upon arrival at the hotel. We have been attempting to make the payment but have encountered difficulties. Your prompt response would be highly appreciated. Thank you.

I made a reservation for 29 days at Pam Garden Lodge in Siem Reap, Cambodia, from March 5 to April 3, [redacted]. However, I only spent the night of the 5th and checked out at 9:30 am on the 6th. My Booking ID is #[redacted]76. I am now seeking a refund for the remaining 28 days. Upon arrival at around 6:00 pm, I found the room to be unsatisfactory. There were issues with the sink, the room was filthy with insects on the bed, and there was no hot water available. The conditions were so bad that I refused to shower there and had to switch to a different place, costing me an extra $[redacted]+. The room rate of $[redacted] was certainly not worth the poor experience. I kindly request the refund to be processed back to my Visa card. Thank you. -A.A.

Hello, this is Thilmyz. We have reserved a room at South Gate Residency from March 10th to March 15th. We encountered a payment failure issue via email. The message indicated the payment was not confirmed, but the reservation will be held for the next 44 hours. We have tried multiple times to pay with our card but faced difficulties. Is it possible to settle the payment directly at the property upon arrival? Your prompt response would be greatly appreciated. Thank you.

I am extremely disappointed with the customer service at Agoda. I recently attempted to book a hotel room on their website and encountered multiple issues with payment processing. After trying to input my card details, I received an error message prompting me to use an alternative payment method. I then tried to use PayPal, but despite entering all my information and confirming the payment, I was redirected back to the payment details page multiple times without any confirmation of my booking. To make matters worse, I discovered that I was charged twice on PayPal for a service I never received. Furthermore, I was unable to reach out to customer support due to the lack of available communication channels without a booking number, which I never received because the booking was not confirmed. This experience has left me frustrated and dissatisfied with Agoda's services.

Hello, During our recent stay at Apartments Melbourne Domain on February 24th, we were assigned room [redacted], which was in a disappointing state. The broken shower head left us unable to freshen up, and the missing square meter of gyprock in the bathroom ceiling was concerning. Despite requesting a room change, none were available. While the shower was repaired upon our return, the overall condition of the room was subpar with dirty carpets and furniture damage. Attempts to address these issues directly with the apartments were unproductive. Our repeated calls and emails were ignored, reflecting poorly on Agoda's reputation. We have requested a refund without success so far. Any assistance you can provide in resolving this matter would be greatly appreciated. Thank you.

Upon arriving at the Aloha apartments, we were immediately apprehensive about our stay. The building appeared rundown and unkempt. Despite our attempt to request a refund from the reception, the manager refused. After a fruitless discussion, we reluctantly left our luggage in a questionable storage area near the pool. The condition of the room was disappointing, as it did not match our reservation for two twin beds. The room was unpleasant with a musty smell, stained sheets, and a lack of basic amenities such as a bathroom and mirror. The communal bathroom down the hall was equally unsanitary, with used soap and wet towels scattered around. Our dissatisfaction peaked when our refund request was denied once more by the unapologetic manager, who directed us to seek assistance through Agoda. This lack of accountability left us feeling dismayed as we departed the premises.

I am writing to dispute a recent incident with Agoda. I believe that according to the terms and conditions, customers are entitled to refunds as per the company's refund policy. On November 20, [redacted], I made a booking with the reference number [redacted]57. However, I had to cancel immediately to choose another check-in date. Despite my cancellation request, Agoda charged my credit card without providing clear instructions on how to obtain a refund. I contacted my bank to dispute the charge, and after their investigation, it was revealed that Agoda may not have processed a refund, leading to a loss of my money. I am unsure who should take responsibility for this issue – the bank for processing the charge or Agoda for failing to issue a refund. I hope no other customers encounter similar problems. This experience has left me feeling deceived by online platforms like Agoda.

I was recently double-charged by Agoda Reservation for $53.41 and then again by Extended Stay America for $45.59. I've already reached out to Extended Stay America and my card service with Direct Express. This debit card is only for my SSDI deposits due to my disability. I experienced identity theft in [redacted] after being robbed at gunpoint, which has caused significant distress in my life. I have disputed the $53.41 charged by Agoda Reservations. If the refund is not processed, I will sign an affidavit, and the money will be secured by Direct Express Mastercard on behalf of myself, Joey A., and the Social Security Administration. For a prompt resolution, please email me at [redacted] regarding your intention to refund the $53.41. Thank you. Sincerely, Joey A. [redacted]

Hello, I have a Booking ID of [redacted]72 for Pietra Hotel in Bangkok for 2 nights from Jan 16 to 17. I attempted to cancel my booking two days in advance via email, but received an automated response stating "Further Action Required." When trying to create an account on the website to submit my cancellation, I encountered difficulty and was unable to successfully complete the process after trying for an hour. Upon reviewing my credit card statement, I noticed that I was charged for the 2-night stay. I am requesting a refund as I made multiple attempts to inform Agoda of my cancellation. I hope this email manages to reach the appropriate department. Thank you, Patrick

I have been a loyal Agoda member for a long time and generally pleased with the service. However, I encountered an issue with my recent booking on Monday, March 4th. I mistakenly booked the accommodation for that day instead of for tonight, Friday the 8th. Unfortunately, upon arriving, I realized the error when the booking wasn’t for the correct date. I have contacted Agoda via email regarding this matter. My name is Keinan Ngapo, and I traveled quite a distance to reach the premises only to find no available motels. I am seeking a refund as I intended to book for Friday and not Monday. I understand the policy about no-show refunds, but I sincerely hope for an exception in this case, given the circumstances of my mistaken booking. Thank you for your understanding. Keinan Ngapo.

When a business advertises having internet, one should reasonably expect a functioning service. Unfortunately, during my stay, the internet only worked about 5% of the time and was unbearably slow when it did. Other guests had better connectivity using their own WiFi devices. This situation is frustrating, especially for business travelers who rely on a stable connection. Families with children hoping to stream video content are also left disappointed. Given the prime location of this establishment, it's disappointing that they don't invest in reliable internet service. Charging a premium rate without offering adequate internet service seems unfair. Offering a discount for the subpar internet connection would be a fair solution in this case.

Reference number [redacted]. Check-in on [redacted], Check-out on [redacted]. I require assistance with canceling my booking for Saturday, April 6th through Agoda at The Langham Hotel in Melbourne. Despite informing The Langham Hotel, they haven't received the cancellation confirmation from Agoda. Please send them an email to cancel the booking on my behalf under the name Mark Burke and also include me in the email correspondence. This is urgent. If necessary, you can contact me at [redacted]. Please call and let it ring at least 8 times before hanging up, or contact me via email. This marks my 20th request for this issue. The Langham has confirmed the need to cancel the reservation and process a refund through Agoda.

Hello everyone, I had booked a room at Hotel Welcome Plaza in New Delhi for two nights, from March 4th to March 6th. Unfortunately, upon arrival, I found out that the hotel was closed due to a fire incident in the area. There was no communication from the hotel regarding the closure. To add to the inconvenience, I noticed that $70.34 was debited from my account for this booking. I had to find alternative accommodation. Now, I'm seeking assistance on how to get a refund for the amount debited from my account on March 7th, [redacted]. Thank you, Kimmy

I need assistance inquiring about a potential booking made with Agoda in October [redacted]. My name is Gary McMullen, and I reside in the UK with postal code DL3 7SZ. You can reach me at megsanjac at yahoo.co.uk. The booking I am referring to is for Hotel Croatia in Cavtat from June 27, [redacted], to July 1, [redacted]. My UK mobile number is 07[redacted]31. I have misplaced the emails related to this booking and am unsure if it was made through your organization. Is there a UK contact number I can use to discuss this without needing a reference or confirmation number? Your prompt assistance is greatly appreciated. Thank you, Gary McMullen.

I experienced a difference in charges between Agoda and booking.com for my hotel reservation. Upon arrival, the hotel did not have my reservation, resulting in room changes. They mentioned they no longer work with Agoda and asked for cash instead of acknowledging the charge on my card. I declined the request as my card was already charged. I was unhappy about paying double for a room I did not receive. I'm seeking a full refund to settle the discounted rate the hotel offered, or a refund for the price difference to be credited back to my card. The situation of changing rooms and overpaying feels unfair to me.

I am disappointed with the pre-paid taxi service arranged through Agoda. Despite informing them of our flight arrival time at 11:35 p.m. in Shanghai, China, the pick-up service was nowhere to be found when we cleared customs at 11:55 p.m. It took an hour to pass through customs, during which we tried contacting them with no success. Finally, at 1 a.m., we had to resort to a different taxi at a higher cost due to the inconvenience. This lack of communication and preparedness is unacceptable. I believe a refund is warranted as this experience was frustrating and costly. I urge Agoda to reconsider their partnership with Holiday Taxis to ensure better service in the future.