Agoda Customer Service Issues

Dear Agoda Support, I am following up as my previous email may not have been sent due to an unexpected computer shutdown. I am addressing the issue regarding a no-show booking under number [redacted]45 for check-in on March 26, [redacted]. Ms. A.G. arrived at Sydney airport on March 24th feeling faint and in significant pain. An ambulance was called, and she was taken to Prince Of Wales Hospital at Randwick, where she is currently an inpatient undergoing multiple surgeries. Ms. A.G. is on antibiotics and high doses of pain relief, making her non-coherent and drowsy due to the surgeries. She has a medical certificate declaring her unfit to travel, work, or carry out usual activities until March 19th due to her condition. She has been unable to communicate to cancel her accommodation while in Sydney and will need to rebook once she can return home to Karratha from Sydney via Perth. The discharge date is uncertain due to ongoing surgeries to prevent further complications. Your assistance during this challenging time would be greatly appreciated. Thank you, SGT Barnsley.

I reserved a room at LA CASA DE SAMONTEZA, DELUXE ROOM 2 on March 27, [redacted], and I paid Php [redacted].00 online. I got a booking confirmation via email with Booking ID # [redacted]60. When we arrived at Camotes Island on March 29, [redacted], the host denied our booking, stating they are not associated with Agoda and didn't receive any emails from them. Despite showing the email, she insisted they're not connected to the booking app. I'm currently staying in another room, incurring additional expenses, which was meant for my vacation. I'm requesting a refund since we couldn't use the room we booked. I'm hoping for a prompt refund as this is crucial for my trip. Thank you and God bless.

I am writing regarding booking number [redacted]09. My father has been admitted to the hospital urgently, and the doctor has informed us that he only has a few days left. Unaware of this situation, my husband and I made a booking at The Apollo Apartments and paid $[redacted].42 through my credit card. I am reaching out for a refund due to this devastating news. We are deeply saddened by the circumstances and had to cancel our booking promptly upon learning of the situation. Your urgent assistance in processing the refund would be greatly appreciated. Thank you, S. Seymour

During our recent stay at Champion World Resort in Orlando, FL, we encountered several issues with the room. The clearance under the door was 1.5 inches, allowing things to come in freely. The floor was dirty, the tile grout was black, and it needed sweeping. The room was poorly lit with just one lamp in a corner, looking nothing like the online photos. The bedding was stained and covered in hair, lacking fitted sheets on the mattress. The strong smell of chemicals and smoke made it uncomfortable for us, especially with our newborn. Despite staff acknowledging the problems and agreeing to a full refund, we are still waiting for confirmation from the hotel. We are disappointed that an alternative room was not provided, especially since all rooms had the same door gap issue.

I would like to request an e-receipt for a business trip that took place on March 28-29, [redacted]. This is the first time we have encountered this issue with our business trips and we have been unable to reach anyone at your contact numbers or receive a response from your group. The booking was made online on March 13, [redacted], under the booking confirmation #[redacted]24 with Golden Prince Hotel in Cebu for an overnight stay on March 28-29, [redacted]. We had also included a "Special Request" during the booking. The details for the e-receipt booking are as follows: Name: Mr. Michael Francis Tan Company: Megawide Construction Corporation Address: #20 N. Domingo Street, Valencia, Quezon City, Metro Manila, NCR, Philippines Please send the e-receipt to my email addresses: [redacted] and [redacted] I kindly request your prompt attention to this matter and look forward to your immediate response. Thank you. Sincerely, Jennifer Tan

I am in need of assistance regarding requesting an e-receipt for a business trip that took place on March 28-29, [redacted]. This is the first time we have encountered this issue for any business trips we have taken. Despite multiple attempts, we have been unable to reach anyone via the contact numbers provided, and have not received any responses from your team. The booking was processed online on March 13, [redacted], under the booking confirmation #[redacted]24, with Golden Prince Hotel in Cebu for an overnight stay on March 28-29, [redacted]. We included the request for the e-receipt in the "Special Request" section. The e-receipt booking details are as follows: Name: Mr. Michael Francis Tan Company: Megawide Construction Corporation Address: #20 N. Domingo Street, Valencia, Quezon City, Metro Manila, NCR, Philippines Please send the e-receipt to my email addresses: [redacted] and [redacted] I would appreciate immediate attention to this matter. I look forward to your prompt response. Thank you. Sincerely, Jennifer Tan

Booking ID [redacted]37 Our experience at Keys Ronil Resort, Goa was extremely disappointing. We reserved 5 rooms, and unfortunately, 3 of them had non-functional AC units for two consecutive nights. Despite multiple complaints, the issue was only addressed by relocating us on the third day. However, the new room offered had a leaking AC. When a further replacement was suggested, the deluxe room had a foul odor, leading us to decline the switch. Furthermore, one of the rooms had a strong bad smell in the bathroom that permeated into the rest of the space, significantly affecting our Goa trip. We endured nightly discomfort without AC due to the lack of proper assistance from the uncooperative staff. The in-charge employees and manager refused to acknowledge their missteps and were impolite. The resort's motto of "Warm Hospitality" rings true - the rooms were indeed warm, but not in a good way. Our stay was marred by ongoing complaints and poor responses, contradicting the promise of "Your Happy Stays." Regrettably, we strongly advise against staying at this establishment, as it was one of our worst resort encounters. We are requesting a refund for one night's stay, totaling 5 room nights, due to AC malfunctions in 3 rooms in J block on March 30th and 2 rooms the following night.

Dear Agoda, I mistakenly reserved a stay for April 10 at Bloom Hotel in Ho Chi Minh and realized moments later that I needed it for April 11 instead according to my flight ticket. My booking ID is [redacted]32. I attempted to modify the date online but was informed that changes are no longer allowed, and I must make a new booking altogether. Could you please adjust the reservation from April 10-11 to April 11-12 (one night) without any extra charges? I appreciate your prompt assistance and understanding. Thank you. - Proceso Darwin Banez

I made reservations for two hotels via Agoda and provided my credit card details for payment. However, I did not receive an email confirmation and therefore lack a booking number. Agoda claims my email account is unrecognized and non-existent. I am seeking cancellation for both hotel stays scheduled for April 6, [redacted], at the Surf and Sand Resort in Laguna Beach, CA, and the Balboa Bay Club Resort in Newport Beach, CA. The hotels directed me to Agoda for cancellations. Any assistance would be appreciated. Feel free to contact me via text at 1-[redacted]. - Lawrence S.

Hello Team, I am writing to request the cancellation of my hotel booking made on March 30, [redacted], through Agoda.com for The Baga Marina Beach Resort & Hotel in Goa. Unfortunately, due to a medical emergency involving my father-in-law requiring hospitalization, my husband (Kapil Pahuja) and I (Deepika Pahuja) are unable to travel to Goa on April 8, [redacted]. Here are the booking details: Booking ID: [redacted]41 Hotel: The Baga Marina Beach Resort & Hotel, Goa Arrival: 8 April [redacted] Departure: 11 April [redacted] Member ID: [redacted]7 Booking Name: Deepika Pahuja Booking Date: 30th March [redacted] I kindly ask for the cancellation of the booking for Deepika Pahuja and Kapil Pahuja for the mentioned dates and a refund due to the medical emergency at home. I have attached the necessary medical documents for my father-in-law and the identification proofs for both Deepika Pahuja and Kapil Pahuja. Thank you for your understanding and assistance. I look forward to a positive response. Best regards, Deepika Pahuja

Regarding the booking ID for [redacted]49 at JB D'Esplanade Shopping Resort, I am disappointed with the service provided by the owner, Kok Hock Seng. Initially, there was a delay in our check-in as the owner took a long time to respond to our booking and send his staff to deliver the key, resulting in a check-in time of 7.01 pm instead of the confirmed 5.41 pm. Additionally, the owner was slow in responding to our inquiries, causing frustration. Furthermore, the amenities listed in the advertisement, such as a water boiler, hair dryer, and washing machine, were not available on-site. This lack of communication and missing facilities led to a dissatisfactory experience during our stay. I am looking for a resolution to this matter, especially considering the price paid for the accommodation. I might explore other options on Airbnb for a more affordable rate and a better-equipped apartment.

I made a reservation at Bellevue Resort in Bohol through Agoda in January. I did not receive a payment confirmation after submitting my payment details. I contacted Bellevue after 24 hours to check, and they promised to follow up the next day. Eventually, they informed me that I did not have a reservation. Feeling unsure, I booked with another resort for the same dates. However, I received a rating email from Bellevue on March 13th, discovering I had been charged $1,[redacted].27 on my Mastercard in January and an additional charge of $[redacted].55 in March. I was already abroad when the latest charge was made. I request a refund and clarification on these transactions as I never received a confirmation from Agoda or Bellevue. Thank you for addressing this promptly.

I recently stayed at The Timbers hotel in Montbello, CO from 3/31 to 4/2. I was surprised to find out that the hotel is currently undergoing renovations, which I wasn't aware of when I made my reservation. The initial room I was assigned didn't have a shade for the full-length window on the door, lacked a microwave as advertised, and had a beeping smoke detector due to low batteries. Despite changing rooms, the new one still had issues. It also lacked a shade for the door, a lamp had no lightbulb, the shower temperature was unsatisfactory, there were ants in the bathroom and on one of the beds, and the cable cord's faceplate was loose. The front desk offered a 20% discount upon checkout, but they advised me to reach out to you since I booked through this platform. Any assistance in resolving these matters would be highly appreciated. Thank you. - A.S.

I made a reservation at the Four Queens Hotel from April 18 to the 21st, but I can't find the email with the booking details. Due to unforeseen circumstances, we had to cancel our trip. When I try to access the booking online using three different options, it shows that I don't have a reservation. I spoke to the hotel, and they confirmed the dates I mentioned were booked and that there was no cancellation recorded. I'm unsure about how to proceed on the website to reinstate the canceled reservation. Any guidance you can provide would be greatly appreciated since I don't have the booking number handy. Thank you for your assistance. - C. Lovegrove

Hello, I encountered an issue while booking a room through Agoda.com. Upon making the reservation, during the transaction, my bank notified me that there was an issue with the payment and my available balance showed PHP0.00, even though I have more than enough funds to cover the cost of 3 rooms. Following the message, Agoda prompted me to enter my CVV2 code to finalize the transaction, which I did. However, upon checking with my bank, it appears that I was charged twice for the same amount. I have not received a reimbursement yet. The bank's app shows the purchase was approved by Visa, with the currency listed as "unknown." I can provide further information if needed. I kindly request prompt assistance with resolving this matter. My bank is "PayMaya."

I am experiencing an issue with my recent booking on Agoda.com. When processing the transaction, I initially received an error message from my bank stating there was a problem with the payment, even though my debit card had sufficient funds. Following this, Agoda prompted me to enter my CVV2 code to finalize the transaction, resulting in a successful payment. However, upon checking my bank account, I discovered that I was charged twice for the same amount instead of the intended Php 1,[redacted].64, totaling Php 2,[redacted].28. To add to the confusion, my bank's app shows the purchase as approved by Visa, with the currency listed as "unknown" before displaying the correct amount of Php 1,[redacted].64 for the Agoda transaction. I have yet to receive any reimbursement for the double charge, and further details, and assistance on resolving this matter promptly would be greatly appreciated. Thank you for your attention to this issue.

Hello, I am reaching out regarding a recent booking made on my debit card with reference # [redacted], completed yesterday at 10:27 am. The transaction was unauthorized and not initiated by me. I would appreciate your help in addressing this fraudulent activity. Could you kindly provide me with the details of the booking linked to my debit account, including the name under which the booking was made? Additionally, I request the cancellation of this transaction. I have already notified my bank about this incident. I am hopeful that you can provide the necessary assistance in resolving this matter. Thank you.

I made reservations for two rooms through Priceline, which were processed by Agoda. I've been attempting to modify my booking but have been unable to speak with a live representative. When I call the provided phone number, the automated system requests the last four digits of the credit card used for payment. Despite providing this information multiple times, I continue to receive an error message stating it is incorrect. I have already spent over 4 hours trying to resolve this issue without success. It appears that I will need to discontinue using Agoda and Priceline in the future. Can someone advise where I can leave a review for these companies? My original booking ID with Agoda was [redacted]78.

Subject: Issue with Room Assignment at Rotana Istanbul Dear Agoda Team, I made a reservation for 6 nights at the Arogan Hotel by Rotana in Istanbul through your website. My booking reference ID is #[redacted]07 for check-in on April 5, [redacted], and check-out on the 11th of April, [redacted]. Although I booked a room for 2 adults and 3 kids, the room provided was not suitable upon arrival. The room at Tango Rotana was small and inappropriate for my family. Despite my reservation specifying 3 kids, they initially only provided one bed and later added a small bed, leaving two of my children to sleep on the floor. This situation is unacceptable as your website clearly indicated accommodation for 2 adults, 3 kids, and a total of 5 beds. I am currently at the hotel and urgently request your assistance in resolving this matter with Rotana Istanbul. A similar issue has arisen for my friend, Rami Zaytoon, who also booked through your website for the same hotel and dates. Thank you for your prompt attention to this matter. Best regards, Deya Alkhatatbeh

I made a reservation for two adults at Sara Crown Hotel in Irbid, Jordan from 3.4.[redacted] to 4.4.[redacted]. Upon arrival at 12 p.m. with my girlfriend, the receptionist informed us that we couldn't check in without proof of marriage. After a lengthy discussion with the manager, we were denied check-in and a refund. This experience was extremely disappointing, forcing us to return to Amman after renting a car. The staff's behavior was unprofessional – it was truly the worst experience. I seek a refund for the hotel booking, as well as reimbursement for the car rental and fuel costs incurred. My booking number is [redacted]07. I can provide my email address for further communication. Thank you.