Agoda Customer Service Issues

During our vacation in the Philippines, we made multiple hotel bookings through Agoda, specifically selecting hotels that include free breakfast. Despite choosing rooms with complimentary breakfast and reviewing my search criteria, our booking confirmation displays "no breakfast" after payment. I promptly contacted Agoda, immediately after receiving the confirmation, to rectify the oversight. However, Agoda's customer service was either unable or unwilling to assist me in correcting the mistake. These discrepancies are evident during my stay at Palawan Uno hotel, where a mere $3 per day difference in room rate for breakfast inclusion could not be adjusted. Despite my efforts to address the issue over the phone, I only received explanations and was eventually disconnected from their customer service representative. This encounter has left me dissatisfied, and I am now hesitant to use Agoda again in the future, even though Trivago continues to direct me there. I hope my experience serves as a cautionary tale to others. Thank you, Ian.

I, Domitila L., recently made a reservation for a two-night stay at the Motel 6 in Palm Springs, CA from July 3-5. Upon arrival, I was disappointed by the rude customer service at the front desk. Despite being a regular guest who usually receives a senior discount, I encountered issues getting this honored due to a glitch on the website. The staff member was unhelpful and directed me to contact Booking.com for assistance. I not only missed out on the discount but also did not receive the requested two beds for our disabled needs, as my husband is wheelchair-bound. It was challenging for him with a full-size bed in a room designed for disabled guests. I hope this matter can be addressed promptly. Thank you for your attention. Sincerely, Domitila L. Room [redacted]

Dear Agoda Team, I utilized your well-known app to reserve a room at Hotel Lisboa in Macau. After entering my details, the booking was automatically confirmed and my credit card on file was charged without showing a "confirm booking" or "proceed to payment" option. Subsequently, I received an email instructing me to complete the booking process. Upon checking my email, I found two confirmation emails with different Booking IDs for the same hotel and dates. The transactions were processed without cardholder authorization or the usual One-Time-Password verification. I am requesting the cancellation of one of the duplicate bookings, each costing MYR3203.18. I hope for a resolution to this auto-charged error to prevent risks for users with saved card details. This experience has been distressing, and I trust that Agoda will handle my request fairly and help me regain confidence in your platform. I await your prompt response. Thank you.

Hello Gethuman and Agoda, I am Thet Sivkheng from Cambodia. Last evening, on the 5th of July [redacted], I attempted to book a one-night stay at Emporium Suites by Chatrium in Bangkok on Agoda for 8th July. I booked 4 deluxe rooms at the price of $[redacted] per room. Booking details: Booking ID: [redacted]12 Booking Reference No: [redacted] Member ID: [redacted]41 I chose the option with free cancellation until 7th July, but after filling out the information and proceeding to book, Agoda's customer service sent me an email stating that the booking is non-refundable if I do not go or cancel. As I am unable to go to Thailand due to being busy, I would like to cancel the booking. I believed I chose the option with free cancellation, which is more expensive. Can you please assist me with this issue promptly? Best regards, Thank you.

I am a fan of Agoda.com for its convenience and reliability. However, today I had an unpleasant experience. While checking hotel prices, I selected Quest Hotel, entered booking dates and a room, wanting to see the total cost first. Suddenly, a box appeared prompting me to slide to book. I was not aware that this action would automatically confirm my booking. I assumed I would still need to input my card details, but to my surprise, the booking was made without further confirmation. Unfortunately, it was a non-refundable service, and I was disappointed to find that my account information was saved without my knowledge. This aspect of the service left me quite dissatisfied.

I made a booking at Barkston Rooms Earls Court for July 6-7, [redacted], but upon arrival, I found the room to be extremely smelly and dirty. It appeared that it hadn't been cleaned before our check-in as there was trash and empty bottles scattered on the floor. Many others faced the same issue, and the reservation staff were unable to assist. I checked out only 30 minutes after checking in as I couldn't tolerate the conditions. We had to purchase late-night tickets for two individuals to return home that day. Unfortunately, the train service was disrupted, so we had to take a coach and reached home by 3 am. I request a refund for the accommodation and reimbursement for the train tickets. I suggest removing this hotel from your listings as I've never encountered such poor conditions when booking through Agoda. I have always trusted Agoda due to its excellent customer service and professionalism. I am looking forward to hearing back from Agoda promptly regarding this matter.

I have a double booking issue for the following reservation: Booking ID: [redacted]33 Hotel: OYO [redacted] Hotel Ariana Iskandar Room Type: Deluxe Queen Room Location: Johor Bahru, Malaysia Check-in: July 12, [redacted] Check-out: July 14, [redacted] Booking Email: [redacted] Initially, I paid via Maybank2u (online banking), but Agoda's system indicated an "unsuccessful payment" and prompted me to try a different method. Subsequently, I paid using my Mastercard. However, the first transaction was also successful, resulting in duplicate charges to my savings account for the same room, hotel, and date. I reached out to Alicia at Agoda Customer Service, but unfortunately, no resolution was provided. I kindly request your help in resolving this issue and obtaining a refund for one of the duplicate bookings. Your prompt attention to this matter is greatly appreciated.

To the Manager of The Bed KLCC, I am writing to address the recent booking by Kulachelvan Sivaloganathan through Agoda Booking on July 7, [redacted], Booking ID [redacted]37. Kulachelvan has tried to cancel this reservation today but was informed by Agoda Booking that a refund of his AUD 4,[redacted].86 payment is not possible. He believes that with your approval, this decision can be reversed. Kulachelvan made this booking in good faith but later realized he cannot afford it. As a refugee in Australia who was detained by the Australian Government for over five years, separated from his wife and daughter, he sees this trip to Malaysia in August as a rare chance to reunite with them. The refund is crucial for him to make this trip. I have known Kulachelvan for years; he is a respected member of the Australian community. While I acknowledge Agoda’s standard cancellation fees, I hope you can make an exception considering the advance notice, the circumstances, and the popularity of your hotel. Feel free to contact me or Kulachelvan for any clarifications. We appreciate your understanding in this matter. Thank you, Denise Becker

We booked a private pool villa for 4 nights in Phuket through Agoda. Unfortunately, we can't get any sleep here because rats are nibbling on the wood in the wall, mosquitoes are flying around the bedroom, ants or other bugs are crawling around, there are cockroaches in the villa, and other animals are present at night. The doors don't seal properly, and pests are getting in everywhere. We want to leave today; this is not what we paid for. Do we have a special cancellation right in this case, or is the money gone? Regards, Isabelle Wiemer

Hello, I would like to address an issue with my booking ID: [redacted]61. While staying at the guesthouse, I encountered a pet, despite the property being advertised on Agoda as not allowing pets. This has caused discomfort as my friend has allergies to pet fur. The pet has been roaming around common areas like the kitchen and bathroom. I have spoken to the owner, but no action has been taken. I am unsure how to proceed with Agoda as it is now my second day here. I am reaching out for assistance on how to handle this situation. I am requesting either a change to a pet-free location at the same rate, a refund for alternative accommodations, or for Agoda to arrange a new hotel for me. I also urge the owner to rectify the incorrect pet policy in the listing and to address the issue promptly to avoid similar inconveniences for future guests. Your attention to this matter is greatly appreciated. Thank you.

Upon my arrival at the hotel at 3 a.m., I was informed that they did not have the 2 rooms I had reserved for our party of 7. This was extremely frustrating. The hotel staff assured me I would receive a full refund, which I appreciated. However, since the booking was prepaid, I requested a receipt for documentation purposes, which they provided. Now, I am reaching out to Agoda to address this issue promptly. I kindly ask for your assistance in resolving this matter efficiently. Thank you, Heather O. [redacted]

I would like to share my concerns regarding our recent stay at Morningside Inn located at [redacted] West 107th Street in New York from June 27 to July 2. Upon our return to the hotel, we were shocked to find the room empty, breakfast missing from the refrigerator for the entire stay, and valuable items such as Swedish snus absent. The receptionist accused us of not checking out, threatened to involve the police, and displayed hostility towards us. Despite eventually showing us our belongings in an unlocked basement room, the treatment we received was unacceptable. We were compensated for one night but feel the entire stay should be refunded due to the ordeal we experienced. Additionally, our previous night's booking with Booking.com was mishandled, with discrepancies in the room provided. We are seeking clarification on the refund process and hope for a resolution to this unfortunate situation. Thank you for your attention to this matter. - AnnMarie G. and Margaretha T.

I attempted to make a hotel reservation for Rome on June 24th, [redacted], on Agoda.com. Unfortunately, an error message appeared stating the booking could not be processed and to try again later. It seems there was a fluctuation in room rates, resulting in a charge of $[redacted] Euro on my credit card. The bank authorization number for this transaction is [redacted]. To date, the amount has not been refunded to my credit card, and I have not received any confirmation of the reservation. My attempts to seek assistance via phone were unsuccessful as a reservation number is required, which I never received.

I attempted to make a hotel reservation for Rome on June 24, [redacted]. The booking process was interrupted on the website, instructing me to try again later due to a change in room price. Subsequently, my credit card was charged $[redacted] Euros. The bank authorization number is [redacted], but the amount has not been refunded, and I have not received a reservation confirmation. Attempts to contact customer service were unsuccessful as a reservation number was required, which I never received. Best, Brenda H.

I was unaware that the hotel offers hourly rates and includes condoms in the room as a "souvenir." I feel uneasy after being placed in a room on the 2nd floor with burn marks. This information was not disclosed when booking through Agoda. Upon arrival, I noticed the option to book rooms by the hour at the reception and found a price list for condoms in the room. When I requested a room change, the night receptionist informed my boyfriend that nothing could be done. However, they later mentioned a cleaner room for part of my stay. I attempted to address this issue with the on-duty manager, but they insisted I contact Agoda to cancel my booking.

Dear Sir or Madam, I am a travel agent who booked two hotels for four people through totalstay. One person can no longer join the trip, so we requested to change the booking to one room for three people. The hotel confirmed this change at no cost, but totalstay claims they cannot change it for free due to a third party, Agoda, being involved. I am seeking any possible option to lower the expenses for the clients. The booking references with totalstay are [redacted] for B.W. Aku Tiki in Daytona and [redacted] for Pink Shell in Fort Myers. The clients' names are Mayerboeck, Einfalt, Bernroider, and the person canceling is Schneider. Thank you for your assistance. Best regards, Michaela Räuschenböck RUEFA REISEN Travel Agency Stadplatz 43, [redacted] Braunau, Austria

Dear Sir or Madam, I am a travel agent who arranged bookings for 4 guests but now one person can no longer attend. The hotel agreed to modify the booking to 3 guests at no extra charge. However, totalstay is citing Agoda as a reason for not being able to make this change for free. I am seeking a solution to reduce the costs for my clients. The booking references with totalstay are [redacted] for B.W. Aku Tiki in Daytona and [redacted] for Pink Shell in Fort Myers. The clients involved are Mayerboeck, Einfalt, Bernroider, and the person canceling is Schneider. Your assistance in resolving this matter is greatly appreciated. Thank you, Michaela Räuschenböck RUEFA REISEN Travel Agency Stadplatz 43 [redacted] Braunau Austria

I am Graca Leao Fernandes, a customer of Agoda, using the email address [redacted] I have previously made hotel bookings in India on Agoda using a Visa credit card ending in [redacted] from CGD Portugal. During a previous call to Agoda customer service, I was informed that I am able to change the credit card used for booking payments. I am looking to update my payment method to a new Visa credit card ending in [redacted] from CANARA BANK India. This modification needs to be processed promptly as my payments are due to commence on July 26th.

Hello, My spouse and I recently made an online reservation at the "Checkinn" hotel in Taipei. Initially, I used my name for the booking and my wife's credit card, but due to a technical issue, the transaction failed. I then retried using my wife's name and her credit card. We have ended up with two confirmation numbers for the same room reservation from July 25th to 31st, one under my name, Hsun Samuel Liang, and the other under my wife's name, Cynthia Tsai-Liang. Upon contacting the credit card company, we discovered that we were charged twice. I am reaching out to request the cancellation of the booking under my name to avoid duplicate charges. Thank you for your assistance in resolving this issue. Best regards, Sam PS: The confirmation numbers we received are: a) [redacted]94 and b) [redacted]78

Subject: Urgent Fraudulent Transaction Alert Dear Customer Service, I am writing to report a fraudulent transaction that appears to have occurred in connection with your holiday booking services. Unfortunately, it seems that my boyfriend's card has been compromised, and someone has used it to book a trip to Amsterdam under the name Shaunie, with the email address [redacted] The bank has been unhelpful in resolving this issue, insisting the transaction is valid despite the incorrect spelling of my boyfriend's name on the booking. We have the booking reference ID [redacted]11, but we are missing the last 4 digits of the card used. My boyfriend, Mr. Shaun Redgrave, was present in the country and at work during the specified travel dates of June 28th, [redacted], to July 1st, [redacted]. We can provide evidence of his whereabouts. It is imperative that you investigate this matter promptly. I kindly request your prompt attention to this urgent matter and would appreciate it if you could contact me at [redacted] to discuss the necessary steps to address this fraudulent activity. Thank you for your cooperation and swift action. Sincerely, Lisa M.