Agoda Customer Service Issues

Subject: Formal Complaint Regarding Poor Service at Meriton Hotel To Whom It May Concern, I am writing to express my dissatisfaction with the service provided by Meriton Hotel on April 30, [redacted]. I arranged a stay for 7 adults and 7 children, booking 6 rooms for an Overseas Excursion from April 26 to April 30. On the morning of our departure, we encountered a distressing situation when we accidentally locked three passports in one of the rooms. Despite seeking help from the front desk, there was no staff available to assist us during the early hours. I understand the hotel's reception operating hours are from 8 am to 10 pm, but I expected there to be a means of contacting someone in case of emergencies. Regrettably, there was no security personnel or emergency contact provided. Consequently, we missed our flight, incurring a cost of S$[redacted] for three air tickets. The lack of response and assistance from the hotel staff left us feeling vulnerable and inconvenienced. I am requesting a refund for the airfare and a formal explanation from the hotel management regarding the incident. Enclosed are copies of the air tickets and the police case ID for your reference. Thank you for your attention to this matter. Sincerely, K.M. Nwe

I had a disappointing experience with Agoda. Here is an email I received from them regarding my booking. They stated that my reservation is non-refundable and cannot be changed. The hotel confirmed they would not waive any fees or adjust the dates. Agoda mentioned that they do not have control over fee waivers. I wanted to book for June 15th & 16th, [redacted], but ended up with June 17th & 18th due to a technical issue on their website. Agoda is holding the hotel responsible for not being able to adjust the dates, washing their hands of any responsibility.

I recently stayed at ManilaHotel from May 10-11 and faced several issues during my visit. The room had a damaged air conditioner, electric kettle, TV, and refrigerator. The service from housekeeping, reception, and the bellboy was disappointing. The time extension provided was insufficient for us to enjoy our stay. Additionally, the room transfer late at night caused inconvenience. I had booked a room with 2 beds and free breakfast for 2, as advertised, but upon check-in, I was given a room with a king-size bed and informed that breakfast was not included. The hotel mentioned they reached out to Agoda about the breakfast matter, and Agoda confirmed it was not part of the booking. I am quite disappointed and frustrated with this experience. I kindly request consideration for a complimentary one-night stay with breakfast for 2 as compensation. As a loyal Agoda user, I hope this request can be accommodated. Thank you, Mrs. C. Edang Booking ID: [redacted]08

I attempted to make a reservation for a room, but after entering my credit card information, I received a notification stating that the room had been booked by someone else and prompted me to explore other available options. I selected my initial choice again and proceeded with the booking only to realize the dates had been shifted by one day. This situation led us to arrive at the accommodation, more like a private house, at 12:40 a.m. with no available lodging in the closed vicinity. I am concerned with this issue and hope that Agoda can investigate and prevent this from occurring to others. The date alteration was not made by me, and I am currently feeling quite helpless, especially given my tight financial situation.

Good morning, I recently made a booking on booking.com under the (booking.basic) option, but encountered a credit card error. I tried twice with different cards to no avail. However, when I made a booking on my brother's account under (booking genius), it went through. Upon checking back on booking.com, it shows as pending booking confirmation for the booking under (booking.basic) with no email or notifications. Only a page on the booking application appeared stating that Agoda will confirm acceptance later. When I reached out to booking.com, they mentioned it wasn't on their end, and the hotel requested proof from me. I have a screenshot showing that the responsibility lies with your company. I kindly ask for help in resolving this issue as I have two bookings for the same period: 9th June to 14th June [redacted]. The booking under my name, Noran Sultan, has the booking.basic, and the second booking under Qusai Sultan is with booking genius. I await your assistance to prevent double charges.

Hello. I made a reservation for a hotel room at Misibis Bay, Cagraray Island, Bacacay, Albay for July 6-7, [redacted], under the name Alina Perol with booking ID [redacted]12. I specifically chose the STANDARD GARDEN VIEW room because it was listed to include a bathtub. However, upon checking with the hotel, I found out that the room I booked does not have a bathtub, unlike all their other rooms. I would like to upgrade to the DELUXE GARDEN VIEW room, but unfortunately, that option is not available for me. Since my booking is non-refundable and non-modifiable, I am unable to make the change. As a result, I am requesting a full refund of my payment made with my debit card. I believe I should not be penalized for incorrect information provided about the room amenities. Please contact me via email at [redacted] at your earliest convenience. Thank you.

I made a reservation at Grand Hotel in Vietnam, Ho Chi Minh City, from May 24th to May 30th. Unfortunately, my father-in-law is very ill, and we are unsure of the exact date, but we know he may pass away anytime this week. Due to this family emergency, I had to cancel my trip and hotel booking on May 18th. When I contacted Agoda for assistance, they advised me to reach out to the Grand Hotel in Vietnam directly since the booking was made through Agoda. The hotel, in turn, informed me to contact Agoda as the booking intermediary. I kindly request your help in issuing me a credit for my future travel to Vietnam once my family situation settles. I hope to receive an active credit ID instead of a refund, which I can use for a future booking in June. I appreciate your understanding of my circumstances and kindly ask for your assistance in resolving this matter.

I had a very disappointing experience with a call center based in Manila recently. Despite being a long-time AgodaVIP member, my interactions with Agoda's customer service have led me to book with other platforms due to their unhelpful service. Upon discovering that I had over USD$60 of expired AgodaCash, I respected the policy that it couldn't be reinstated but wanted to share my reasons for my decreased usage of Agoda and potentially return if they were willing to reconsider. Unfortunately, the call center representatives, including a supervisor named May, were unhelpful and unwilling to hear me out or provide any guidance. It was frustrating that my request was immediately shut down without any consideration or alternative solutions offered. The lack of empathy and assistance I received made me question continuing as an Agoda customer if their customer service quality remains unchanged.

I made a booking through Agoda for a four-night stay at a rate of approximately P1400. The room price averaged about P300 per night. Upon arrival, I wanted to upgrade to an air-conditioned room and was informed by the assistant that I could pay an extra amount equivalent to the difference in rates, which I believed to be around P500 on Agoda. I agreed and paid an additional P350 based on the online price. Surprisingly, the owner later demanded an extra P1200 (an additional P300 per night for the upgrade), which seemed unreasonable as booking online would have cost around P2000. Unfortunately, I did not create an account for my reservation and now I am unable to cancel it. I seek advice on how to proceed with this situation.

In March, my husband and I, traveling from South Africa, attempted to book a stay at a Z Hotel in London for the nights of **-** May through Agoda. However, the confirmation we received was for * April **** instead. After speaking with Amalia at the Z Hotel and cancelling with Agoda, the reservation was handled. Despite my efforts to resolve this issue, the incorrect charge was withdrawn from our bank account by Agoda. It seems like a technical glitch led to this confusion with the booking dates, and I am hopeful for a refund to be processed promptly. You can reach me at [redacted] or [redacted] in South Africa.

On the website, the 3-night stay at Fairmont Hotel Singapore is priced at [redacted].91 SGD. Please note that additional charges of Service charge SGD 67.70 and VAT SGD 52.12 are not included in this amount. If you proceed with the booking, the total price will be higher due to these charges. It's important to clarify if payment is made at the hotel or through the company upon booking. Providing a contact number for inquiries before booking would be helpful for customers facing similar issues in the future.

Hello, I'm Preeti. Today, at 8:55 pm, I tried to book a room at St Laurn Business Hotel in Pune (Koregaon Park). I attempted to make the payment with a RuPay card, but it wasn't accepted. So, I opted for PayPal, and the amount was deducted from my account. However, I haven't received any confirmation voucher or booking details yet. The deducted amount is Rs. [redacted]/-. The check-in date was June 6th, and the checkout date was June 7th. I've tried reaching out to the customer service number, but it's not connecting. The hotel mentioned they haven't received the booking either. Attached is an image of my bank statement where the deduction of Rs. [redacted] on May 31st at 8:55 pm is shown from Agoda. I kindly request urgent assistance with this matter. Sent from my iPhone

We made a reservation at OYO [redacted] Nature View in Manali, India, for June 6th and 7th (Booking ID [redacted]73) under the name Ravish Srivastava through Agoda. When we contacted the hotel for confirmation, the owner informed us that he cannot accept bookings and has already informed OYO. We were left stranded and had to move to a substandard hotel with no amenities, breakfast, or a decent location. The rooms were unsatisfactory and far from what we expected. This experience has left us deeply disappointed and we regret booking through Agoda. We seek urgent resolution and would appreciate a customer care number for India.

I made a booking through booking.com on May 03, [redacted], for a stay in Singapore from June 9 to June 12, [redacted], paying with my debit card. Upon confirming my stay and paying directly at the hotel in Singapore, the amount was debited immediately on May 03, [redacted], to my surprise, showing as paid to AGODA instead of Booking.com. I discovered that Booking and Agoda are related companies. However, the property is now claiming my card was invalid. I seek clarification regarding these issues and hope for prompt attention. Thank you.

Hello, I am Annah Vilakazi, and I encountered a serious issue with Agoda regarding my booking at the Balmoral Hotel in Durban from the 4th to the 7th of April [redacted]. Upon arrival, the hotel had no record of my reservation made through Agoda, despite Agoda charging R2,[redacted].87 to my bank account for the booking. Exhausted from my journey to Durban, I had to pay an additional R900 for accommodation that night. After discussing with the hotel manager, I contacted Agoda to cancel the booking, but they have not refunded my money. Although Agoda claimed to have deposited the refund on my bank account on the 16th of May, the money has not appeared in my account. Despite numerous attempts to resolve this with Agoda, I have been unsuccessful, and I am now considering involving the fraud department to address this issue. Thank you.

I specifically requested a smoking room or a room with a balcony during my booking. However, upon arrival at the hotel, they informed me that there are no smoking rooms available but a common balcony on the 5th floor can be used until 10 pm. This was not what I had asked for. I requested to cancel my booking, but they refused to assist and stated that they would keep the money paid for the four nights in advance. I would like to leave the hotel and only pay for the night/nights I have stayed, with the remaining balance refunded. It has been challenging to receive any help from both the hotel and Agoda. Despite my attempts to contact Agoda over the phone, I was unable to connect. Please respond to my email. Your company sends numerous promotions, yet accessing customer service has proven to be very tough. I need your assistance urgently. Regards, C.M.

Dear Roshan Jha, Hello from Agoda! I am writing in regards to your booking ID [redacted]41 for a Quad Room at Dolphin Hotel Digha in Digha, India from July 10 to July 12, [redacted]. I want to assure you that your Quad Room does include Air Conditioning for your comfort during your stay. It's concerning to hear that the hotel is denying your booking details. Please reach out to our Customer Care team immediately for assistance with this issue. Best Regards, Jobieleen Agoda Customer Experience Group

I feel completely cheated by the quality of the room. The room had various issues such as mice, no air conditioning, poor treatment, being given a lower-quality room, water leakage, faulty wiring, lack of safety, rude treatment, no towels or soaps provided, and more. Despite paying for the booking, I am left extremely disappointed. On the contrary, the hotel is offering better rooms to others on the other side. I am frustrated and considering legal action as I have documented proof in pictures. I urge the hotel not to deceive their customers in the future. I have booked for three days and unfortunately cannot cancel. I plan to lodge a complaint through Agoda's legal channels.

I made a reservation for a one night stay at Extended Stay America in Germantown MD for 6/22/19 with Booking ID R[redacted]. I now need to cancel. I reached out to Extended Stay but was informed they couldn't modify or cancel the reservation as it was possibly booked through Agoda. Upon creating an account on Agoda under Nancy Martindale, I wasn't able to locate the reservation. I am unable to find an option on the website to search for reservations by Booking ID. Could you verify if the Booking ID belongs to Agoda and provide guidance on how to cancel it?

I made a booking for June 11-12 at Sampaguita Suites on Magallanes Road, Cebu City with Booking ID [redacted]48. However, the summary is showing a different location and dates. I have had ongoing issues with Agoda, including a past double billing incident in March [redacted]. They promised me "Agoda Cash" as compensation. How can I access and use this credit? I am concerned about the experience and questioning if Agoda is trustworthy. I may need to advise my family and friends against booking through Agoda in the future.