Agoda Customer Service Issues

Guest Name: EMILY JENSEN MELGAARD BOOKING ID: [redacted]15 BOOKING NO. [redacted] I am seeking clarification regarding whether Agoda has charged my bank card for my booking, as the property has already taken full payment upon my arrival. I want to ensure that Agoda has not processed any payment using my bank details since I have already settled the bill directly with the property. Thank you for your assistance.

I tried to book a reservation online for Holiday Inn St. Augustine World Golf in St. Augustine, FL for July 13th to July 14th. After entering my card details, the session timed out with no confirmation. When I rebooked, I received a confirmation number for one room, but two rooms were reserved and charged. The front desk confirmed Agoda should handle the refund for the double booking. Jeanie advised contacting Agoda to resolve the charge discrepancies and mentioned they can reach out to her or the manager for details. Could someone please follow up with me via email about this? Thank you.

I needed a refund because there was no pool at the hotel. I tried to contact Agoda but couldn't reach anyone by phone. I used the chat option and was told I would receive a refund in Agoda cash to book alternative accommodation. After waiting for an hour for the credit to appear, I couldn't use it to book a new place. Agoda only offered email support, and after waiting another hour, I got a call from Singapore with an accent that was hard to understand. Eventually, they agreed to refund the money to my bank account, which had been declined earlier. They mentioned it would take four weeks. Dealing with this after a long 9-hour drive, waiting on the roadside, and then finding money for a new place was frustrating. The inability to speak to someone directly to resolve the issue immediately was extremely stressful. I doubt I will use Agoda again.

Upon checking into the hotel, everything seemed fine until the second night when we returned from a wedding to find our room flooded due to a leak from upstairs. The front desk had no other rooms available, so after a search, they found us a room at the Residence Inn. We were informed that our stay for the next three nights would be complimentary due to the inconvenience at the Hampton Inn. However, when we checked out this morning, we didn't receive any receipt. We were assured that the insurance company would handle everything, yet to our surprise, our PayPal account was charged $[redacted].38. We are disputing this charge and requesting a refund as the whole experience has been a nightmare. What was meant to be a lovely weekend turned out to be quite the opposite.

I attempted to book 2 rooms at a hotel in Singapore through Agoda, but faced a card issue resulting in a declined transaction. Quickly, I successfully booked through Booking.com with a different card and received confirmation emails from both Agoda and Booking.com. I now wish to cancel one booking, but I am concerned about potential charges for cancellation, even though no money has been debited yet. I fear that both bookings may be charged, and worry about the possibility of funds being taken from my account. I would appreciate any advice on how to proceed.

Regarding Booking ID: [redacted]13, Client: R. Troth Contact Number: [redacted] The booking was made for 2 rooms at Paravista Motel in Parap, Darwin City, Australia from the 7th to the 10th of July. An extra $38.40 was charged to my credit card after my stay, totaling $[redacted].30 instead of the agreed upon $[redacted].90 with GST included. I specifically confirmed the total amount with you before confirming the booking. I need an explanation for this extra charge promptly. If unable to provide a valid reason, I request an immediate refund of $38.40. Failure to do so may lead to me reaching out to the ACCC. I anticipate your prompt response. Thank you, R. Troth

I am an employee at Hyatt Place Denver Cherry Creek. I need to contact a guest who may be unclear about their check-out status today. I have been unable to reach them through the support number [redacted]. The new voice messaging system does not provide an option for a hotel representative, and I do not have information on the card used for booking. I urgently need to speak to someone directly. Kindly contact [redacted] ext. 0 for the Front Desk.

Hello, my name is Phillip Wittridge. My booking number is [redacted]27. My girlfriend and I landed back from Amsterdam at Southend Airport yesterday after staying for 2 nights in Amsterdam. It was my girlfriend's first time out of the country, and we had a nightmare waiting for her passport. I booked the Apollo Museum Hotel in central Amsterdam for us because it had smoking rooms available and had great reviews. When we arrived at 10 pm, we were told they were fully booked and were transferred to their sister hotel, which was also full. We ended up at the Leonardo Hotel for our entire stay. My girlfriend and I had a disagreement on Thursday morning as we were not where we expected to be. The hotel was small, the staff were not helpful, and we were promised to be transferred to the Apollo. I was charged a city tax at the Apollo before being sent to the Leonardo. I am frustrated that I couldn't give my girlfriend the holiday I wanted for her. Our stay has been unpleasant for the past 2 days.

I was searching for a hotel in Las Vegas for an upcoming continuing education conference with my staff. Using Trivago, I found a hotel near the convention center and proceeded with the booking. Upon being redirected to Agoda, I discovered that the dates had been altered by a day without any notification. Despite my efforts, Agoda refused to modify the dates or offer a refund of $[redacted].97. The hotel claimed they couldn't adjust third-party bookings, making it impossible to rectify the error. In the end, I had to extend the stay to avoid losing all the money. I later learned, not from Agoda, that failure to check-in on Tuesday would result in the cancellation of our reservation, leaving us in a predicament. The customer service experience was disappointing, with unhelpful responses and even an invalid phone number provided when I requested to speak with a representative.

On July 20th, the receptionist and manager at Hotel Ambalika informed me that they no longer have a tie-up with OYO, so they could not honor my booking ID. Despite Agoda booking OYO [redacted] Hotel Ambalika on July 19th and making the payment, I was unable to use the service. I have attempted to contact Agoda numerous times without success. OYO customer service could not resolve the issue and mentioned that refunds are solely managed by Agoda. Unfortunately, I have not received a response from Agoda regarding this matter. I have not received a solution to be able to check-in on July 20th or a refund of the booking amount. The handling of this situation by OYO and Agoda has been incredibly disappointing. I am eagerly awaiting a prompt resolution and the refund. Thank you. Regards, S. Maiti.

I was charged three times for $75.28 each on my Bank of America card on 7/22. The confirmation and PIN numbers were found in my junk mail, and the reservation made on Booking.com was for a location I did not request. The online process on Booking.com did not work properly, stating the place was no longer available. I am frustrated with Booking.com for sending notifications to my junk mail, confirming a reservation I did not want, charging my card three times, and being unreachable by phone with the confirmation number. The hotel has no record of the confirmation. I urgently request the credit card charges to be reversed. Charlotte Nelson [redacted] Email: [redacted] ASAP! Thank you.

Dear Sir, I want to bring to your attention a troubling situation that occurred during my recent reservation at the Venice Park House hotel. I made a reservation through your website with reservation ID [redacted]39 and had already paid in full. When we arrived after 10 am, we were told by the owner that our reservation had been cancelled due to a 10 pm check-in cutoff, a detail not specified on your website. The owner's rude and dismissive attitude was unacceptable, leaving us to find alternative accommodation for the night. I respectfully request a refund for the nights affected by this incident as we are no longer comfortable staying at your establishment. I await your prompt response. Thank you.

I reserved the Viceroy Condo for July 23 to 28 and settled the payment with a credit card after communication with the host, MA SHERRINE. Unfortunately, upon arrival, the host did not show up and has since blocked me after attempts to reach her. Surprisingly, she is listed as a verified host on the app. Despite verifying with the condo's front desk, who confirmed knowing her and providing the same contact details, I had to find alternative accommodation due to being unable to reach her. Unfortunately, the condo staff cannot help further since only the owner can facilitate key handover for security reasons. As a result, I incurred additional expenses by checking in elsewhere for the six-day stay in Manila. My vacation plans have been disrupted, causing significant inconvenience and financial loss. Efforts to contact the host have been fruitless up to now.

I made a hotel reservation in Lahore, Pakistan, with the ability to cancel or change for free until July 25th at 11:50 pm (Booking ID: [redacted]73). However, when I tried to make changes today to shift my booking to July 30th to August 5th due to a Visa delay, I couldn't. I was under the impression I had until July 26th. I only want to adjust the dates for the same duration of 6 nights. I reached out to AGODA's Singapore office, where Joey promised to email the supplier, but with the 48-hour timeline, I am in a hurry. This delay is due to a Visa issue, and I urgently need to modify my booking. This is an exceptional situation for me, and I seek your prompt assistance. Thank you for understanding my predicament. Regards, C.

Dear Concerned Parties, I am following up as I have not received a response yet. Regarding my booking ID [redacted]73, after reviewing the details, I noticed that breakfast was not included, although I distinctly recall it being part of the package. I kindly request Agoda to clarify this matter for me, as it has caused confusion. Initially, I believed everything was in order when I made the reservation with Agoda. However, within minutes, my booking under reference [redacted]57 (please refer to the attached photo) was canceled by your system. I am reaching out to request that breakfast be included, as the rate I paid is significantly higher compared to other hotel providers. Thank you for your attention to this issue. Sincerely, Josephine

I wanted to inform you that Infinity Residences and Resort Koh Samui has ceased trading since January [redacted] and is now bankrupt. The resort is abandoned and closed. Despite this, Agoda is still listing it online. I had a booking with them for August [redacted], which I made directly with the resort where I stayed in [redacted] and knew the then manager, Stefan Chaline. Phoenix Hotel Management in Cote D'Azur, France managed the resort. I posted a review on Tripadvisor and was contacted by a family who booked through Trip.com for July but found the resort closed upon arrival. I've lost $AUD 2,[redacted] due to this situation. I would appreciate it if someone from your organization could reach out to me regarding this matter. Thank you, Nyall Greene. Email: [redacted] or phone: +61(0) [redacted]78.

Dear Agoda Customer Service Manager, I am the owner of Selkirk Inn Motel in Nakusp, BC, Canada. I recently noticed on TripAdvisor that it states, "Selkirk Inn sold out for these dates from our partners," which is incorrect. We have never had any dealings with your company, and this misinformation has already resulted in a loss of over $40,[redacted] for us. I am considering legal action against Agoda or TripAdvisor. I request the following: 1. Remove all information about our motel from your website. 2. Inform TripAdvisor of our lack of agreement with your company and request the removal of any information provided by them. 3. I would appreciate a phone call from someone at your company at 1-[redacted]. Thank you for your prompt attention to this matter. Sincerely, Sam Selkirk Inn [redacted]-6th Ave NW, Nakusp, BC V0G 1R0 Tel: [redacted] Fax: [redacted] www.selkirkinn-nakusp.com Email: [redacted]

I was trying to reach the reservation desk for a room, but was transferred to Agoda, a third-party site. I booked my room, but after Visa charged me, I saw I was overcharged $[redacted]. I've been attempting to contact Agoda about the issue, but their [redacted] number is not working. I found this alternative number and hope to receive assistance here. I am prepared to wait around twenty minutes or longer to speak with someone about resolving my overcharge concern.

On 29.07.[redacted], I booked ONE NIGHT at Days Inn Wetherby for Saturday, October 26, [redacted], to Sunday, October 27, [redacted]. However, I was charged for 2 nights instead of 1, even though I selected only one night with check-out on October 27th. The booking reference number is [redacted]9, and the Reservation Confirmation number is R[redacted]. I kindly request a correction to the booking and a refund for the extra day charged. I have been unable to retrieve a booking ID as the system indicates the numbers are invalid. Can you please assist with this issue? Thank you for your prompt attention to this matter. - Best, Ms. J. Leney

I am really disappointed with my recent experience at Anya Hotel Tagaytay. I made the reservations a month ago on behalf of my boss using my office mate's credit card. Upon arrival, I was shocked to learn that the hotel required the guest to pay in full because the physical credit card was not present. After Agoda transferred the booking to Booking.com, I found out that they have different policies regarding online bookings. As a customer, I just want a smooth and hassle-free transaction, regardless of the platform. The guest had brought a photocopy of the card, the cardholder's ID, and an authorization letter, but it was still not sufficient. To make matters worse, the hotel staff suggested avoiding Agoda for future bookings and instead booking directly through the hotel website, which I now find more convenient. I used to rely on Agoda for its reliability, but after this experience, I will not be making any more bookings through their platform.