Agoda Customer Service Issues

Subject: Booking Modification and Room Surrender Request Dear Sir/Madam, I am writing to inform you that I recently requested the cancellation of one guest's booking before our journey commenced. However, upon being informed by the reception that a room must be surrendered to receive credit, I have complied by surrendering room #[redacted] this morning. I encountered difficulties reaching Agoda for assistance with my booking due to a disconnection. I am now reaching out to ensure the cancellation process for the guest's booking and the surrender of the room are successfully completed. Your prompt assistance in addressing this matter would be greatly appreciated. Thank you for your attention to this request. Best regards, Sunil Tholia

I recently contacted the Atrium Resort in Bangkok regarding a refund for an unused room. Here is the email I sent: Subject: Issue with Refund Dear Sir/Madam, I had requested to cancel a booking for one person before our journey began. I was informed two days later by the reception that they could only provide credit if the room was canceled. Therefore, this morning, I surrendered room #[redacted] back to the hotel. I tried to contact Agoda with my booking number through the reception but the call got disconnected. I am once again requesting assistance with the refund for the unused room. Thank you for your cooperation. Sincerely, Sunil Tholia

Subject: Assistance Needed with Booking Issue To Whom It May Concern, My partner and I encountered a significant issue during our recent trip to London when our flights to Barcelona were canceled due to a strike at the airport. We had booked a hotel in Barcelona for 4 nights through Agoda, with Booking ID [redacted]11 and a check-in date of July 28, [redacted]. Despite promptly informing both the hotel and Agoda of our situation, we were still charged $[redacted].73 on our credit card with no refund processed. This unexpected expense has put a strain on our finances, especially considering the circumstances were beyond our control. We kindly request that the charge of $[redacted].73 be refunded, or alternatively, we would be open to receiving a travel or hotel voucher of equal value as compensation. Your urgent attention to this matter is greatly appreciated, and we hope for a swift resolution to avoid any further inconvenience. Thank you for your assistance. Sincerely, Rajiv and Rani S. 68 Burnett Avenue Toronto, Ontario M2N1V3 Canada Phone: +1.[redacted] Email: [redacted]

Hi Agoda, Good morning! I am Jenibelle B. Gutib. I made a booking through Agoda on October 16, [redacted], at Casa Marita Hotel using my credit card. I received a notification from my bank that it was charged twice, causing confusion. Despite this, I did not receive any booking confirmation from Agoda. When I contacted Casa Marita, they mentioned that my credit card payment was still in process and they advised me to pay in cash instead due to lack of confirmation from Agoda. Consequently, on October 17, [redacted], we paid Php 5,[redacted].00 in cash for 2 rooms for an overnight stay. Kindly assist in coordinating with my bank, RCBC Bankcard, as they are also engaged in resolving this matter and asked me to contact them on Friday for further updates. Awaiting your prompt response. Thank you!

While browsing a travel site on my phone, I accidentally confirmed and paid for a property without intending to. I'm 61 years old and not very experienced with booking online on my phone. I didn't enter any credit card details and did not authorize the payment. Now, the booking is non-refundable, leaving me stuck at a place I didn't want to stay. This has caused us a lot of distress during our vacation in Bali, especially since it's our 40th wedding anniversary. We had other plans for part of the time we booked and now we are very unhappy with the situation. I urgently seek assistance from the site to resolve this issue and would appreciate a prompt response.

Hello, I would like to address an issue with my recent hotel booking through Agoda, with booking number [redacted]54. Upon contacting the hotel in Las Vegas, I was informed of an additional $34 US fee per night not disclosed during my reservation. This amounts to $[redacted] US extra for my 5-night stay, totaling $[redacted].96 Canadian as per your website. The undisclosed fees have resulted in unexpected expenses. I believe this lack of transparency amounts to false advertising and would like a refund of the $[redacted] US accordingly. Your attention to this matter would be greatly appreciated. Best regards, Adrian

Hello Agoda Team, I hope you're having a good day. I am writing to address an issue with a booking I made through Agoda on October 16, [redacted] at Casa Marita Hotel using my credit card. My bank informed me that the card was charged twice, which left me confused as I did not receive any confirmation from Agoda regarding the booking. Upon contacting Casa Marita, they mentioned that my credit card payment is still being processed and validated. Consequently, I was required to settle the payment in cash for two rooms totaling Php 5,[redacted].00 on October 17, [redacted], for an overnight stay. I kindly request your assistance in coordinating with my bank, RCBC Bankcard, as they are already in communication with you regarding this matter. They advised me to reach out this Friday in hopes that the transaction will be canceled. I am looking forward to your timely response. Thank you.

Hello, I am a frequent guest at CityState Tower Hotel in the Philippines and have been satisfied with the service, staff, management, and food during my visits since May [redacted]. However, on this recent trip, I encountered a few issues that have left me feeling frustrated. Firstly, despite booking a superior room, I was given a standard room which I usually find sufficient, but in comparison, the superior rooms offer a better experience. Secondly, I experienced significant problems with the WiFi which has deteriorated since my last visit in April-May [redacted]. The connectivity issues seem to be related to the configuration or location of the access points. Lastly, I woke up to find there was no water in my room, although the front desk promptly sent someone to address the problem. I am reaching out to request a review of my stay and consider compensation for these inconveniences. I hope to continue visiting this establishment on my upcoming trip from Nov 1st to Nov 8th. I will also be contacting Agoda.ca to address these issues. Best Regards, David Hamrouni

Subject: Change of Date for SIA E-Ticket - Flight SQ5337 for Mr. Steven M. Henkelman I am unable to reach your contact center by phone due to the limitation on non-emergency calls in Singapore. I urgently need to reschedule the attached flight ticket for Mr. Steven M. Henkelman. I would like to change the flight to 19th January [redacted], from Colombo to Coolangatta, listed at $[redacted] AUD on Skyscanner. The flight departs from Colombo at 00:45 and arrives in OOL at 06:25 with a layover in Singapore. For payment, I will transfer the necessary funds after receiving confirmation. Kindly allocate an aisle seat anywhere on the aircraft, with acceptance of any extra charge involved. No special meal requests. Please contact me via email to confirm the date change, total cost, and seat allocation. If an aisle seat is unavailable, any available seat is acceptable. I require the details before any charges are made on my credit card. Contact me on Sunday, 27th October, at 10 am or 7:30 pm (Sri Lankan time) for further coordination to finalize the date change. Thank you.

Subject: Booking Amendment Request Ref. [redacted]01 & [redacted]69 I am reaching out regarding the booking codes above for my stay at Suan Sampran Riverside on October 30th to October 31st and October 31st to November 1st, [redacted]. Due to an unexpected family emergency involving the passing of my mother on October 26th, I must extend my stay in Bangkok until November 1st for her funeral. I kindly request Agoda's understanding in amending my booking without any additional charges to the dates of November 27th to November 29th, [redacted]. I noticed that any adjustment to my booking incurs a considerable added expense, and given the circumstances, I hope for an exception in this case. As a loyal customer, I have never asked for any special treatment before. I truly appreciate your attention to this matter during this difficult time. I eagerly await your response. Thank you for your consideration. Warm regards, Pidchaya

Hello, my name is Noor Allieyah. I made a booking today through Agoda on a website for Pertama Lodge Tawau, Sabah, Malaysia, with the booking dates from 14/12/[redacted] to 15/12/[redacted]. Unfortunately, there is an issue with the email I provided during booking. I mistakenly typed ([redacted]), which is not a valid email address. I only noticed this after completing the booking. How can I receive my confirmation and reservation details now? Thank you.

I need to contact AGODA.COM regarding a hotel voucher issued from Booking.com. I have been in touch with Galleria 10 Sukumvit in Bangkok to change my check-in/out dates from November 3rd - 7th to November 17th - 22nd. The hotel requires a voucher from AGODA.com. Despite efforts with Booking.com's customer service, I couldn't make progress. An AGODA rep's number provided by Booking.com didn't work. I need AGODA to email a voucher to [redacted] to finalize the date change. My booking is under Kazmin Samia with reference number [redacted].

I have followed the instructions and forwarded the receipt to Agoda. Please proceed with a full refund for the original booking and hotel stay. Dear Walter Rodriguez, Hello from Agoda! In relation to your booking ID [redacted]53: Hotel: Emirates Grand Hotel Room Type: Deluxe Room Location: Dubai, United Arab Emirates Check-In: October 30, [redacted] Check-Out: November 2, [redacted] Policy Information: This reservation is Non-Refundable and cannot be changed. If you fail to show up at the hotel, it will count as a No-Show according to the property's policy. We regret the inconvenience caused. The booking has been successfully canceled without any charges, and a full refund of AUD [redacted].26 has been issued. If you can confirm the rate of AED 1,[redacted]/night (approximately AUD [redacted].11/night), please send us the payment receipt from the hotel for our records. We will then proceed with your refund. Thank you

To whom it may concern, I am reaching out for help in receiving my $[redacted].36 partial refund credit from Agoda applied to my PayPal Debit card ending in [redacted] promptly (Agoda Cash ID: [redacted]48 - for the 9/24/19 canceled 1-night stay). I am unable to utilize the booking credit refund because my landlord is now responsible for covering my motel expenses. Despite informing Agoda and the motel about the circumstances leading to the cancellation of my reservation due to an unexpected hospitalization, I was labeled as a no-show on the check-in date of 9/24/19. I am puzzled as to why I received a partial credit refund from Agoda and the motel but am encountering difficulties in having it refunded to my PayPal Debit card. Despite numerous attempts through phone calls and emails with the merchants, my refund request remains unresolved. As a final effort, I may seek assistance from agencies like The Better Business Bureau and Consumer Affairs if my concern is not addressed promptly. I appreciate your time and assistance in resolving this refund issue. Sincerely, Lisa M.

Hello, I've been trying to get in touch with Agoda's customer service through email multiple times, but unfortunately, I haven't received a satisfactory response. This is regarding a booking that I have cancelled with the hotel. The hotel has assured me that the booking is canceled with a full refund and asked me to reach out to Agoda. Here are the booking details: Agoda booking ID: [redacted]03 Hotel: Royal Court Hotel, Rome Booking dates: November 24th-26th

There seems to have been a mistake with our booking at the Red Fox Hotel in Delhi. Our Booking Reference Numbers are [redacted]81 and [redacted]05, and we only need one room. Could you please cancel the extra booking and arrange for a refund? We have additional room bookings at other locations, so the excess amount can be adjusted accordingly. Kindly prioritize this request and provide us with a positive resolution. Please respond to our email at [redacted] Thank you.

I am disappointed with the hotel booking I made through your site. I reserved a room at Suite Loc Casablanca for 26 October [redacted] for 4 people with Booking ID [redacted]29. The reservation was paid in full on 18 Sept [redacted]. Upon arrival on 26 October [redacted], we were informed that the hotel was overbooked and no room was available, forcing us to relocate to another hotel. I received no prior notification of this issue, which is unacceptable when the room was already paid for. As a frequent traveler who regularly books hotels through various platforms, I have never encountered this situation with Booking.com or Hotel.com. I will need to reconsider booking through your site in the future. Thank you.

Hello Agoda, I booked a house to stay in Bandung a few months ago. Today is the payment due date, but I couldn't complete the transaction because I recently transferred the total amount to my account. Additionally, I noticed a price change in the booking. I reviewed the price details and realized the Agoda cash discount was not applied during the payment process. My booking ID is [redacted]53. I have always had a good experience with Agoda, and I would appreciate your prompt assistance to prevent any cancellation or issues. Thank you. Regards, Shera

Hello, I reserved a room at Hotel Indigo Phuket with booking reference [redacted]19. A companion will be joining me, and we have already contacted the hotel through Agoda to make the required modifications. An additional payment is due for this. Could you kindly update the booking confirmation on Agoda's end to ensure clarity and prevent any potential miscommunications in the future? Thank you, Graziella

I had to travel back home due to a family member's passing. I had reserved a room at Ratana Apart Hotel in Rassada until November 8th. I understand that a full refund may not be possible, but I kindly request a partial refund as a gesture of goodwill. I have stayed loyal to your hotel and plan to return to Thailand next month. I left the hotel on October 31st with 8 days remaining on my booking. I would greatly appreciate your assistance in processing this refund. My booking number is [redacted]89. Thank you for your help. - Kostas