Agoda Customer Service Issues

I am disappointed with Agoda as there has been no resolution or response since November 24th regarding my refund for a non-existent hotel, Tiara Hotel. It was a distressing experience trying to find an alternative hotel in Bangalore at 1:30 a.m. on November 1st because of this issue. Despite chatting with support two days prior and being assured everything was fine, it turns out the hotel doesn't even exist. I feel frustrated and let down by the lack of reliability from Agoda. I have enclosed the transcript of the chat initiated on October 24, [redacted], for reference.

Subject: Issue with Booking Cancellation Ref - Booking ID [redacted]79 - Alaya Resort UBUD - Bali On the 16th of November, while using the mobile app to search for accommodation from the 26th to 30th of November, Alaya Resort was presented as an option. The app displayed a price of R1601.00 with a 69% discount, lowering it to R1520.00 after applying a promo code. However, it was unclear whether the rate was daily or for the full stay, leading to confusion. Upon entering my credit card details, assuming the total cost to be R1601.00, I proceeded with the reservation. Only after completing the transaction, I realized the total amount charged was over R7900.00, which was not clearly shown during the booking process. I promptly cancelled the booking, receiving confirmation from Agoda via email. My bank confirms the charge on my credit card. I made a new booking fitting my budget based on the cancellation confirmation but then received conflicting emails stating the cancellation couldn't be processed. I urgently request the cancellation of the booking and a refund considering the lack of clarity in the booking process. I can provide a copy of the cancellation email if needed. Looking forward to your prompt resolution. Carmen Baartman

Sehr geehrte Damen und Herren, Vor etwa 2 Stunden habe ich ein Doppelzimmer für den 21.03.[redacted] für meinen Sohn und mich gebucht. Nach der Buchung sollte eine Bestätigungs-E-Mail verschickt werden, die wir jedoch bisher nicht erhalten haben. In der Zwischenzeit ist unerwartet etwas dazwischen gekommen. Mein Sohn tanzt in einer Video-Clip Tanzgruppe, die dieses Jahr in Ludwigshafen Vize-Europameister geworden ist und sich automatisch für den Deutschlandcup am 22. März in Ludwigshafen qualifiziert hat. Leider hat sein Trainer soeben verkündet, dass er nach London zieht und die Gruppe auflöst, was bedeutet, dass das Turnier nicht stattfinden wird. Daher meine Frage: Falls die Buchung bereits erfolgt ist, wäre es möglich, sie zu stornieren? Wir als Eltern sind aufgrund dieser unerwarteten Entwicklung jetzt mit zusätzlichen Kosten konfrontiert. Vielen Dank. Mit freundlichen Grüßen, Familie D. da Silva

I have been trying to obtain a refund since January 7, [redacted]. Finally, in September [redacted], I was asked for the hotel receipt for the cash payment made; Harold Mansion does not accept credit cards. Agoda is holding onto $[redacted].07 and Php1001 due to an overpayment for one day. Upon checking in, we discovered the room infested with insects, including a dead roach in a cup of chocolate milk at breakfast. Despite requesting a clean room, we were not accommodated. We moved to a different hotel. Despite sending the hotel receipt in September, I have not received any update from Agoda. Attempts to contact customer service have been unsuccessful, as only automated recordings play. Three days of failed calls have been frustrating.

On the evening of November 18 at 11:10, I made a booking through Agoda for a hotel in Quezon City, Philippines. Since my credit cards are not active, I opted to pay at the counter through a bank deposit. The confirmation message I received instructed me to settle the payment on November 19 at 5:11, without specifying AM or PM. Assuming it was 5:11 PM, I went to a nearby BPI branch this morning to make the deposit. However, upon returning home, I discovered that my booking had been canceled as I missed the payment window. I promptly reached out to Agoda via email requesting either a reinstatement of my booking or a refund. Although they acknowledged my email by thanking me for my contact, I am still awaiting a resolution. I urgently need this matter resolved as I booked the room for a last-minute appointment this weekend, and I don't want to incur unnecessary expenses due to a misunderstanding that was not my fault.

Subject: Urgent Complaint Regarding Cancelled Booking at YMCA Salisbury Road Kowloon To Whom It May Concern, I am reaching out to express my utmost dissatisfaction regarding the cancellation of my reservation at the YMCA Salisbury Road Kowloon (reference number: [redacted]) for 5 nights. Due to the ongoing serious rioting, I was unable to check-in last night as it posed a threat to my safety, leaving me stranded without transportation options. Despite alerting YMCA staff at around 9:00 pm and being directed to contact Agoda, I struggled to find the appropriate procedure for cancellation on their platform. The circumstances surrounding my inability to reach the hotel should exempt me from the standard cancellation policy. It is deeply concerning that my payment for the full 5-night stay could be withheld while the room remains unused. This business practice lacks ethical integrity and must be addressed promptly. I have lodged a formal complaint with YMCA and intend to raise awareness about this unjust treatment. It is crucial that others are informed about the unacceptable policies in place. I am eagerly awaiting your prompt response and a fair resolution to this distressing situation. Sincerely, C. Green

I made a reservation for a two-night stay at OYO Samanvi International in Belur, Karnataka through Agoda for November 13th and 14th with booking reference [redacted]97. I paid RS [redacted].04 via credit card to Agoda. Upon arriving on November 13th, the hotel indicated they couldn't honor the booking due to issues with OYO. After speaking with OYO's Guest Satisfaction Manager, Mr. Keshav Thakur, he assured me the booking was canceled and provided refund approval ticket no [redacted]8. Despite contacting Agoda twice through their website, I have yet to receive a response. I've tried calling Agoda at [redacted], but the number seems invalid. It's frustrating not being able to reach them. My contact details are N.A. Gadiyar, phone [redacted], email [redacted] I'd appreciate assistance in contacting Agoda and obtaining the refund promptly. Thank you. N.A. Gadiyar

Subject: Refund Request Regarding Absa Transaction REF: SAVE8067 Good day, I trust this message finds you well. I am writing to address an unauthorized debit order that appeared on my account with Absa for a reservation made through Agoda.com on November 19, [redacted], totaling R7,[redacted].48. Despite my available balance being R2,[redacted].50, I did not authorize this transaction as all my bookings were promptly canceled. I can provide proof of cancellation as needed, including bank statements upon request. Kindly reverse this unauthorized debit order without delay. Alternatively, if a formal process is required, I request a letter on your company letterhead duly signed and dated to be sent to my email address. Your prompt attention to this matter is greatly appreciated as it has caused considerable inconvenience. Thank you for your immediate assistance. Warm regards, E. Moshoeshoe

I made a booking at City Seasons Hotel in Abu Dhabi with reference number [redacted]65. Unfortunately, I mistakenly entered the wrong dates and had to cancel the reservation. I contacted the hotel, and they confirmed they would reverse the charges with Agoda due to my rebooking for the correct dates directly with them. Since then, I have been attempting to reach Agoda through various channels to secure the refund without success.

I have yet to complain about my booking at Cozy Beacon. Initially, I requested to change my booking date, and they agreed without confirming if it was final. Eventually, I agreed to the new dates of 22-24, but then they informed me that my booking was given away. I felt disappointed as I thought we had an agreement. I have attached our conversation about the accommodation dates they claimed not to have received. I am hoping for a prompt response as the owner has been unresponsive. I am seeking compensation for the inconvenience caused. I am struggling to get in touch with the owner of the Cozy unit in Beacon Condominium. Thank you.

During my recent visit to Ho Chi Minh City, I had a non-refundable room reservation for 2 nights using my credit card. Unfortunately, upon arrival, I was informed that the ownership of the accommodation had changed, and my booking was not honored. I was left with no choice but to find another place to stay or rebook directly at a much higher rate of SGD70 instead of the original SGD45 for the 2 nights. As I was only on a short weekend getaway and on a tight schedule for my city tour, I opted to make a new booking directly, paying in cash and receiving a receipt. Agoda has closed the case due to the unresponsive property. Now I am facing the dilemma of being charged twice for the same room. I am looking for guidance on how to dispute and cancel the charge on my credit card before the 3rd of December.

Booking ID [redacted]57: Hotel: Kalptaru Lords Inn Nepalganj Room Type: Pavilion Room Location: Nepalgunj, Nepal Check-In: September 29, [redacted] Check-Out: September 30, [redacted] During our booking process on Agoda, we noticed that a dinner was included ($30A) with the hotel reservation. Despite attempting to remove the dinner option before booking, we were unable to do so on the website. Upon our arrival at the hotel, we were informed that no dinner was included, and the hotel had notified Agoda about this discrepancy. Despite this, Agoda's website still advertised the dinner inclusion. Agoda claims it is not their responsibility, while the hotel insists it is. We are seeking a refund for the dinner that was not provided. Thank you.

Subject: Unauthorized Deduction from my Absa Account by Agoda Dear Agoda Customer Service, I recently noticed a charge on my Absa account that was unauthorized. On 19/11/19, Agoda.com reserved R7,[redacted].48 for a purchase, resulting in a balance discrepancy of R2,[redacted].50. The transaction reference is SAVE8067. I have no outstanding payments with Agoda as all bookings made were timely canceled. I request a swift reversal of this unauthorized deduction. I can provide proof of cancellations and a bank statement upon request. If a formal request is necessary, kindly provide a letter on Agoda's letterhead, signed and dated, and send it via email. Details: Amount: R7,[redacted].48 Bank: Absa Account Number: [redacted] Account Type: Savings Branch: Newton Park Branch Code: [redacted] This matter is urgent, and I anticipate the prompt return of the deducted amount to my account. Thank you for your immediate attention to this matter. Sincerely, Elizabeth M.

I am writing to discuss my upcoming stay at Corus Hotel in Kuala Lumpur from December 8th to 12th, [redacted], with Booking ID: [redacted]57 through Agoda Partner Agency. According to the cancellation policy, I understand that any cancellation within 4 days of arrival will result in a charge. As it is still more than 3 weeks away, I presume I can cancel now at no extra cost. Can you please confirm this? I would like to switch my reservation to Intercontinental Hotel in Kuala Lumpur for the same dates, with the booking also handled through Agoda. However, since this booking (Hotel confirmation number: [redacted]) was made by an Agoda Partner Agency in Brunei Darussalam, I am unable to modify it myself. I would appreciate Agoda's assistance with this change. I am eager to hear back from you soon. Thank you, Best Regards, S.

Dear Sir/Madam, I am writing regarding my reservation at Corus Hotel in KL from December 8th to 12th, [redacted] (Booking ID: [redacted]57 - booked via Agoda Partner Agency in Brunei Darussalam). According to the cancellation policy, any cancellations within 4 days of the arrival date will result in a charge. As my check-in date is over 3 weeks away, the cancellation should be free at this point. Can you please confirm this? I would like to change my booking to Intercontinental Hotel in Kuala Lumpur for the same dates. Unfortunately, as the booking was made through a partner agency, I am unable to make these changes myself. I would greatly appreciate it if Agoda could investigate this issue and provide a prompt response. Thank you. Best regards, Stephanie

On November 21st, I made a reservation for a Secret deal through Booking.com for 3 nights at Grand Nile Tower Cairo, booked by Agoda. I used my Mastercard to pay for the reservation, which is non-refundable and cannot be canceled. However, as of 2:00 am, the hotel system did not show my reservation, and they mentioned we might need to pay for the booking again. When I reached out to Booking.com's customer service, they were unable to find my reservation number. Since the booking was made through Agoda, I decided to seek assistance from you to resolve this issue. Reservation Details: - Confirmation Number: [redacted] - PIN Number: [redacted] - Email: [redacted] - Accommodation: Grand Nile Tower, Nile Corniche, Cairo, Egypt - Check-in and Check-out: November 21st, [redacted], to November 24th, [redacted] - Check-In Number: [redacted]23 - Supplier: Booking.basic by Agoda I hope to hear back from you soon. Thank you, B. Ghadban

Hello Agoda, I wanted to inform you about an issue I encountered with a booking I made for Woodroffe Hotel in Gold Coast through your website on 8/11/19 for 12/11/19 to 14/11/19. Despite providing all my details, I did not receive a confirmation page or email, and the booking did not show up in my Agoda account. Consequently, I had to find alternative accommodation upon my arrival in Gold Coast as I had no booking confirmation. I did not stay at Woodroffe Hotel for two nights. However, I was charged $[redacted].48 HKD (~$[redacted] AUD) on 14/11/19 by "GOLD COAST HOTEL OPERA SOUTHPORT AU" on my credit card. I kindly request your assistance in clarifying this matter with Woodroffe Hotel and arranging a refund if necessary. Thank you for your attention to this issue. Best regards, Ka Yan (Rebecca) Lo

I received Agoda cash after rebooking my hotel, but I'm having trouble using it. I'd like to book a hotel in Victoria, BC for December 7th, [redacted]. The email I received about the Agoda cash isn't helping me find how to use it. Can someone assist me in using my refund properly? Thank you.

I would like a full refund for my booking. When I searched for the hostel, the price shown was $[redacted]++ for 8 nights, which was within my company budget. I proceeded to make the payment for the agreed price of $[redacted]++, but upon receiving the payment confirmation, I noticed that I was charged a total of $[redacted].37, which is an extra $[redacted]. This price change without my final approval has left me very upset. This was my first time using Agoda's service, and it may be my last due to this experience. Please either provide a full refund or refund the difference to match the agreed price of $27 per night. Thank you. You can contact me at my temporary phone number in Taipei, [redacted]64, or email me at [redacted]

Name: Aish Website: Booking.com I made a reservation at Marian Logging House through Booking.com. Despite our careful planning, an issue arose with our group reservation, which I acknowledge was mostly our fault. Due to a misunderstanding about availability, we were asked to book instead of reserve. Unfortunately, we chose a non-refundable option without fully considering it. When attempting to cancel, I mistakenly clicked the "cancel for free" button without providing a reason. I received an email confirming the cancellation, but have been unable to contact the support line with the provided confirmation number due to poor connection. I hope for assistance to avoid charges for postponing our stay to another date. If the booking has already been canceled and charges apply, please understand it was a miscommunication that I take responsibility for. Thank you for your help in resolving this issue.