Agoda Customer Service Issues

I made a reservation for a 2-night stay for my family of 6 at Atlantis residence @iconstay Melaka from 11-13 Oct [redacted] (booking ID [redacted]85). Upon collecting the key on 11 Oct, we noticed that the 2 rooms were in different blocks (1 room at Blk B 25-10, the other at Blk C 19-9), requiring an 8-10 minute walk through a car park. Room C19-9 had a strong cigarette smell, and neither room had WiFi or TV signal. Despite attempting to contact the person who messaged me about the room arrangement, there was no response via call or WhatsApp, leading us to stay in Blk B 25-10 altogether. The lack of WiFi was disappointing, as we would not have booked if we knew. I later requested a refund for one room for the inconvenience, but was referred to Agoda for the refund process. I am requesting a refund for one room for the 2-night stay. Thank you for your help. - Joyce L.

I recently tried to book a room at the Travel Lodge in Eugene, Oregon, only to end up reaching the Agoda call center instead. During my interaction with a lady named Lee, I was informed there was one room available, but the pricing details were unclear to me. In the end, I was charged a $96.00 refundable fee on my credit card with confirmation number [redacted]96. This mix-up may have also led to additional charges on my phone bill. I rely on this motel whenever I visit Eugene and wanted to avoid any misunderstandings. I am facing health challenges and the stress from this issue isn't helping. I kindly request a refund for the $96.00 fee and ask for the phone charges to be waived. Thank you for your attention to this matter.

I recently made a booking through Agoda for a property at Sayulita beach. Unfortunately, when I tried to confirm the payment, I received a message that the session had timed out. I attempted to book the same room again but it was no longer available, even though it seemed like the initial booking did not go through. Worried about being charged, I provided my credit card information. Subsequently, I reserved another property due to the room unavailability, despite the no-cancellation policy. To my surprise, I received an email confirming the booking that had supposedly timed out, leaving me unsure about being charged for it. I kindly request a prompt refund for this reservation as it seems to have been processed erroneously.

I own a lodging house in Baguio City, Philippines with host ID [redacted]. I recently had a confirmed booking with Booking ID: [redacted]80, but unfortunately, I received an email notifying me of its cancellation. I kindly ask for assistance in contacting the guest, Estelle Esmeralda E. Catangay, to inquire about the reason for the cancellation. I am open to negotiating terms and rates to possibly have her rebook. I have reduced my rate to 7,[redacted]/night with an additional [redacted] per extra guest, making it 11,[redacted]/night for 14 guests or 34,[redacted] for a 3-night stay from October 27-30, [redacted]. I am eager to understand the guest's concerns and hopeful to work out a deal for her to stay at our lodging house again.

Booking ID: [redacted]55 Email: [redacted] Phone Number: [redacted][redacted] Customer: Muhannad Z. I am extremely upset and angry. My hotel room was downgraded upon check-in to a smaller room than what was originally agreed upon. The Mandelina Room I reserved was changed to a shared lemon room in one building. I expect proper compensation for this downgrade and would like my reservation status addressed promptly. It appears the hotel lacks respect for Agoda, claiming they have never dealt with them. I booked over a month ago and was not guaranteed the room I wanted. This situation wasted time and money, with international calls to Agoda resulting in substantial charges without a resolution. I anticipate your professional handling of this matter and hope for appropriate compensation without any further disappointments.

I need help changing my booking payment method from cash to credit card due to a misunderstanding. I initially thought I paid with a credit card, but it seems payment is required upon check-in. This oversight led to my son's allowance not being included. I'm reaching out to rectify the payment details before the check-out date of OCTOBER 19. I'm requesting assistance as I cannot provide additional funds for my son's stay. I've tried contacting Agoda and the hotel, but so far, no resolution has been offered, only a suggestion to seek help on Agoda's platform. This situation has been disheartening, and I hope for a prompt and helpful response soon. The booking ID is [redacted]36 at the HOTEL Ellui Jeju. Thank you for your attention.

Subject: Cancellation Request for Booking at Rendezvous Sydney Central Hello, I am wondering if it is possible to cancel the booking for Malcolm Arkle Noyle at Rendezvous Sydney Central with confirmation number: [redacted][redacted]81, PIN: [redacted]. The booking was made under my account, [redacted] on the Booking.com website. Unfortunately, the trip needs to be cancelled due to unforeseen and confidential company reasons. When I contacted Booking.com, I was advised to reach out to the property directly. The hotel mentioned that the booking company needs to be the one to communicate the cancellation. Since it is a "Booking Plus" reservation made through Agoda, Booking.com suggested reaching out to you. Thank you for your assistance and consideration. I await your response. Best Regards, Sheiryl

Hello, I need assistance with two separate issues that have recently occurred. On October 14, [redacted], I canceled my stay at Namsan Forest City in Myeongdong, Korea. The next day, I was surprised to receive a notification from my BigPay Mastercard that Namsan Forest City charged RM [redacted].77 and another notification that RM [redacted].14 would be declined from my account. Upon reviewing the guesthouse's terms, I discovered that the policy states cancellations result in a [redacted]% charge of the booking amount. This was distressing for me as a 22-year-old university student without a job and relying solely on my father for financial support. I was unaware of this policy, being a first-time hotel booker. I kindly request Agoda's assistance in resolving this issue promptly with Namsan Forest City Guesthouse. I would greatly appreciate any help you could provide. Thank you for your attention to my matter.

Dear Sir, Regarding the Confirmation for Booking ID [redacted], I recently checked in at Mingala Hotel and was informed they had no record of my Agoda booking. This caused inconvenience as I had no alternative accommodation. I kindly request a prompt refund of my payment. Looking forward to your urgent response. Thank you. Zaw Ko Ko Win

Booking Confirmation for Booking ID # [redacted]28 Check-in on October 15, [redacted] Good afternoon, I wanted to share my recent experience regarding my booking. Yesterday at around 5:16PM, while checking rates on Agoda for my usual stay at Goldland Millenia, I accidentally confirmed a booking with my debit card registered on the site. I immediately contacted Agoda and spoke with Melody. Our conversation went as follows: 1. Upon explaining the situation, Melody assured me she would assist and request a cancellation due to my valid reason. 2. I inquired about the non-refundable status on Agoda, to which Melody confirmed they would refund the full amount. 3. Melody informed me she would contact the property for cancellation. 4. She promised an update within 24 to 48 hours. 5. I later received an email stating I was a no-show. 6. I provided Goldland's contact information for her to facilitate the cancellation. After following up today, I spoke with Ruby, who informed me that the booking was non-refundable and Melody did not guarantee a refund, contradicting our previous conversation. I seek clarification and assistance as a loyal customer of Agoda and a VIP client since last year. Clarity on refund policies would have influenced my decision to stay or cancel. Thank you.

Dear Sir/Madam, I, Biplab Naha Biswas, made a reservation for 'Capital O [redacted] Puja Residency' in Varanasi on September 29th through Agoda with booking ID [redacted]53. I stayed at the hotel from October 10th to October 13th. Upon checkout, I paid for the three-night stay at the reception as the hotel claimed they had not received payment from Agoda. However, I later discovered that the full amount of [redacted].47 Rs was already deducted from my bank account during the initial booking process on your website. Despite contacting the hotel, they informed me they had ceased communication with Agoda and had not received any payment. I kindly request your prompt assistance in verifying these details and reimbursing the deducted amount to my account. I eagerly anticipate a positive response from your end. Your cooperation in resolving this matter is greatly appreciated. Thank you for your attention to this issue. Yours sincerely, Biplab Naha Biswas

I booked a hotel called 'Capital O [redacted] Puja Residency' in Varanasi on September 29th using Agoda, with booking ID [redacted]53. I checked in on October 10th and checked out on October 13th. Upon departure, the hotel informed me they had not received payment from Agoda, so I paid in full for my three-night stay at the reception. However, I later discovered that the total amount of [redacted].47 Rs had already been debited from my account, as I had provided my bank details when booking through the website. I contacted the hotel management regarding this issue, and they explained they had cut ties with Agoda and had not received any payment. I kindly request a prompt reimbursement of the amount to my account. I eagerly anticipate your positive response and appreciate your assistance.

I have been trying to obtain a refund from this company through various means, but it has proven to be very difficult as no one seems to be able to assist me. I made a reservation for a hotel via booking.com for the 6th of October. Upon arriving at the hotel, I encountered significant issues such as foul odors, a faulty toilet, and cobwebs, making it impossible for me to stay there. I requested a full refund but was directed to contact booking.com, who then redirected me to another company that was also unable to help. I am struggling to reach the hotel for assistance. Please, I kindly ask for your help in processing my refund. My booking number is [redacted][redacted]24 for the Great Western Hotel in Ipswich. Although I made the reservation through booking.com, it seems they are unable to assist me in recovering my funds or contacting the other company involved. You can reach me at Packabakehotmail.com.

I would like to cancel my booking. I have been trying unsuccessfully for 6 weeks. I contacted my credit card company, but they mentioned that you would reach out to me, which hasn't happened. I even called Ibis and was given a useless number where the person took my details and booking number but then abruptly hung up on me. I have proof of my initial contact date as Visa also has it in writing. Due to skin cancer treatment, I am unable to travel and have a doctor's certificate. My name is Robyn Kachel, booking number [redacted]69, for Ibis at 5 Smith St Mascot on October 24, [redacted]. The property number is +[redacted]0. Since the standard room is fully booked, rebooking should be straightforward. I am requesting a refund to my card as I have exhausted all other options without success. Please assist me. Thank you, Robyn.

Hello Agoda, I am Karen Louela Rint. On October 9, [redacted], I used the Agoda mobile app to book a room for my officemate, Nenita Panaligan, at Cebu Northwinds Hotel from October 21-25, [redacted], paying Php [redacted].74 with my Banco de Oro credit card. However, I did not receive any confirmation for this booking. On October 10, [redacted], I contacted my credit card customer service because I was concerned about not getting any confirmation. Initially, I was told the charge was pending. Yet, a couple of days later, I saw the amount deducted from my account. I then called the bank again, and they confirmed the charge of Php [redacted].74. I would like to request a reversal of this transaction. I appreciate any assistance you can provide. Thank you. Karen Louela Rint

On October 9, [redacted], I made a booking on the Agoda mobile app for my officemate, Nenita Panaligan, using my Banco de Oro credit card at Cebu Northwinds Hotel from October 21 to 25, [redacted]. Despite making the booking, I did not receive any confirmation. After contacting the credit card customer service on October 10, [redacted], I was initially told the payment was pending. However, upon checking my mobile banking later, I saw that I was charged Php [redacted].74 without prior notice. I called the bank again, and this time they confirmed I was billed. I am seeking assistance to reverse this transaction promptly. Any help regarding this matter would be greatly appreciated. Thank you, Karen Louela R.

Hello, I made a hotel reservation with AGODA BR. [redacted]28 on August 19th. Upon arriving at the Current Astoria Hotel, we were informed about another booking under the name Jemma Samano with the same number of rooms (4 rooms). When asked about this additional booking, the hotel mentioned it was done by "Destination of the World," a party we did not engage with. I reached out to Destination of the World, and they mentioned they are authorized by AGODA to make bookings. We are now facing charges for a booking we were unaware of and need assistance in obtaining a refund for the duplicated reservation. We are currently at the hotel as planned, and it is evident that no one else has utilized the booking made by Destination of the World. I am seeking clarification on why Destination of the World was authorized to make a booking when we were solely interacting with AGODA. Additionally, I would like to know the process for receiving a refund for the duplicate charge. Your prompt attention to this matter is appreciated. Thank you, Jemma Samano

Dear Sir or Madam, I am writing to inquire about the status of my refund for Booking ID [redacted]17, for a stay at the SPOT ON [redacted] Gokarna Gc Stay from September 24, [redacted]. I paid for this booking using my debit card. In an email I received from Agoda Customer Service, it was mentioned that a refund of INR [redacted].52 has been processed due to a cancellation. However, I have not yet received the refund in my account. I would appreciate it if you could provide me with an update on when I can expect to receive the refund. Thank you for your assistance. Sincerely, K.B.

I recently discovered that Agoda charged me twice for my hotel stay at 30 Bencooleen, which was unpleasant. Upon reviewing, one of the charges was related to my cancellation on October 5th, with reference number [redacted]53. I didn't receive any notification indicating that there would be no refund for the cancellation. My understanding was that if I had canceled on the same day, a refund would be possible. I then rebooked the hotel under reservation number [redacted]25. As an infrequent user of Agoda, I might not be well-versed in the policies. When trying to make a reservation, I encountered difficulties, assuming it was fully booked. I suspect there might have been a system update at that time, causing issues with booking. I can't recall if cancellation was an option when the system was back up. Thank you for looking into this matter for me.

Hello, I am requesting a refund for a flight ticket I purchased through Agoda. Despite not receiving any email or phone confirmation, my bank statement reflects the payment. Please cancel the ticket and process a refund promptly. It is concerning that there has been no communication while the transaction has gone through. I have sent numerous emails with no replies. It is important for your customer service to address this issue promptly to avoid further frustration. I have included my contact information and look forward to resolving this matter. Thank you.