Agoda Customer Service Issues

I believe I fell victim to a 'bait-and-switch' tactic, resulting in being overcharged for my intended room booking. My Agoda booking number is #[redacted]26, dated 27 Oct [redacted], for the Blue Wave Hotel in Coron, Philippines. When searching on Hotels. com, a room at BlueWave was listed at $52 or $54 per night. The final total shot up to nearly $[redacted] when booking for 30 Jan to 03 Feb. The room selected was a 'family' room instead of the 1-2 person occupancy I chose. Attempts to contact the hotel directly and through a relative who visited in person were unhelpful. The reservation is stated as cancelable, but on Agoda's website, it's marked as non-refundable. Please adjust and refund the overcharged amount to my PayPal account. Thank you for your assistance in resolving this matter. Regards, P.G.

Subject: Agoda Booking Modification Request Hello, I am writing regarding my Agoda booking reference: [redacted]55 for my stay at the Goodwood Park Hotel Singapore from December 7th to December 12th. I have already paid for the booking in full. I urgently need to change my reservation dates to December 7th to December 10th due to unforeseen circumstances. While my booking was originally non-refundable, the hotel in Singapore kindly agreed to make an exception and amend the dates for me. However, they require an amended booking form from Agoda prior to my arrival. I have made two detailed attempts to contact Agoda via email but have been directed to a site that does not allow me to make the necessary changes. Despite my efforts, I have been unable to find a suitable email address to discuss this matter with a representative. The Agoda website's "contact us" feature seems to only guide me back to the initial digital prompts without any option for direct communication. I sincerely hope you can assist me with this matter promptly. Thank you very much. Sincerely, C.W.

Dear Agoda, I am reaching out regarding an issue we encountered with a property in Mauritius that we booked through your website. On October 26th, [redacted], we made a reservation for a room at Sugar Reef West Coast (Booking ID: [redacted]39) for our client, Mr. AP. The booking indicated that the transfer fee of €49.99 was included in the price. We contacted the property via phone at +[redacted]5 and email at [redacted] as instructed, and communicated with a person named Cyran. Initially, there was confusion as the property asked for an additional €[redacted] for the return transfer, which we paid via PayPal. Upon arrival, there were communication issues as the property could not find our clients, despite us providing flight details and the booking reference. Additionally, this morning, our clients were asked to pay an extra [redacted] rupees (around €50) for the transfer to the airport, despite us having proof of payment. Mr. Cyran provided conflicting information to both our clients and our agency, causing further confusion. We are seeking assistance in obtaining a refund for the duplicate transfer charges we incurred. We are willing to provide any necessary screenshots or attachments as evidence of payment and communication. Best regards, MI

During my stay in India, I encountered issues with my booking ID reservation[redacted]77 at Lambodar OYO Lodge in Pushkar. Upon arrival, the owners initially refused to provide my room, claiming they hadn't received payment from Agoda. I contacted Agoda Paris, but they advised me to pay and assured reimbursement later. Resolving not to pay, I left and promised the hotel owners I'd address the matter with Agoda. In a response from Agoda Paris, blame was shifted to their partner OYO, stating it was impossible to reach them by phone or email. As a loyal Agoda customer, I rely solely on Agoda for bookings, causing me distress with partner issues. I request Agoda's intervention with the situation and communication with Hotel Lambodar for updates. Despite expressing my dissatisfaction in a survey, no action has been taken. I await your response. Regards, Marc BYHET.

Good evening, I would like to file a formal complaint regarding the poor customer service I received at your Singapore/Hong Kong office. I booked a two-night stay in January, but the dates were incorrect in the booking confirmation I received. Despite speaking with Jennie and being promised an update, I didn't hear back. After reaching out again the next day, I spoke with Rani, who was unhelpful and frustrating. I have been a loyal customer, but I am extremely disappointed with this experience. I expect a call to my Singapore number by the end of tomorrow to discuss how to resolve this mistake. Otherwise, I will have to escalate this issue via social media and legal channels. - Anna-Murie D.

Hello! I made a hotel reservation through your company, but unfortunately, upon arrival, I noticed a discrepancy. From the moment I checked in, I sensed something wasn't right. The reception staff was unkind and initially claimed there was no reservation, eventually locating it. The room given had 3 beds instead of the double bed I requested, suggesting we use the extra beds. Disappointed, I returned the key. I would like a refund for the reservation and appreciate your assistance. Looking forward to your response. Thank you. Hotel: Golders Park Hotel Booking Number: [redacted] Name: Cristian I.

Booking #[redacted]49 at Summit Hotel Bukit Mertajam is scheduled for Wednesday, 27 November [redacted] to Thursday, 28 November [redacted]. Hello Agoda Customer Service Team, I have fully paid for my booking and received the payment confirmation email from Agoda. However, a customer service representative informed me that the payment was not confirmed, resulting in the cancellation of my booking. I believe my booking should not have been cancelled without verifying the payment status. I request the team to confirm the payment and reinstate my booking promptly. I have already sent proof of payment to the customer service email for verification. It is crucial to resolve this matter swiftly as I am set to travel tomorrow morning. Your prompt assistance is highly appreciated. Thank you.

Booking #[redacted]49 at Summit Hotel Bukit Mertajam is scheduled for Wednesday, 27 November [redacted] to Thursday, 28 November [redacted]. To the Agoda Customer Service Team, My booking has been fully paid, and I have received the confirmation email from Agoda after making the payment. However, I received an email from a customer service specialist stating that the payment was not verified, leading to the cancellation of my booking. I strongly believe that my booking should not have been cancelled without verifying the payment. I kindly request the team to confirm the payment and reinstate my booking promptly. I have already provided proof of payment to the customer service email. I would appreciate a prompt response from the team. Thank you.

I am referencing booking number [redacted]28 and would like to address an issue. My reservation at Cintai - Coritos Garden Hotel in Lipa Batangas on Oct 22, [redacted], for Nov 2-3, [redacted], was cancelled the same day. I understood from the booking page that I could cancel without charges. However, I was surprised to find a full charge on my credit card despite the cancellation. The booking page clearly stated in bold green text that no charges would apply for cancellations. I kindly request a refund of the total amount charged to my credit card. I appreciate your attention to this matter.

Hello, I recently made reservations for two different hotels through Agoda for the upcoming weekend, from November 29th to December 1st. One hotel is located in Downtown LA, and the other is near LAX. Being from Germany, I was unaware of the age restrictions in certain hotels that prevent individuals under 21 (sometimes 19) from checking in. As an 18-year-old college student on a tight budget, this situation has put me in a difficult spot. I'm seeking assistance on potentially receiving a refund for the bookings as I won't be able to check in due to my age. Securing a refund would greatly help me financially as I still need to find accommodations for the same weekend at hotels that allow guests under 21. I appreciate any help you can provide in this matter. Thank you. Booking IDs: First night: [redacted] Second night: [redacted] Thank you, F. Völkner

I have been a loyal customer for over ten years. Recently, I noticed an error in a hotel booking I made for my friend and his family on Dec 23, [redacted], under booking ID: [redacted]48. My name was mistakenly listed as the Lead Guest, but I intended for it to be Lloyd Llorente. I would like the Lead Guest name changed without any additional charges as there are no changes to the schedule or number of guests. I used my Agoda account to book and would prefer to pay with my credit card rather than in cash at the property, considering the significant amount and that most guests are first-time international travelers. I hope for a prompt and positive response to resolve this oversight. Thank you for your assistance, Agoda Team! Sincerely, Love Therese Neri-Pabillon, Agoda VIP.

I have been a loyal customer with your company for over a decade now. Recently, I encountered an issue with a future booking (Dec 23, [redacted]) under booking ID: [redacted]48. I mistakenly used my name instead of LLOYD LLORENTE as the Lead Guest when making the reservation on my Agoda account. I only noticed this error later on. The booking details and number of guests staying remain the same. I kindly request your assistance in changing the Lead Guest name to LLOYD LLORENTE at no additional cost due to this oversight. We wish to keep the same schedule and arrangements. Moreover, could we pay for the booking with my credit card instead of in cash at the property? It would be more convenient, especially for our first-time travelers to Dubai. Thank you for considering my request. I look forward to your prompt response. Sincerely, Love Therese Neri-Pabillon Agoda VIP

Subject: Urgent Resolution Needed Regarding Booking Issue with Agoda Hello Agoda team, I hope this message finds you well. I am writing to address a pressing matter regarding my recent booking experience with your platform. I would like to express my disappointment and frustration with the handling of my booking at Valleyfront through the Agoda app. Despite having made a fully paid booking with confirmation details in place, I was shocked to discover that my reservation had been placed on hold. After being presented with two options - an alternative property at no extra cost or a full refund with Agoda Cash - the situation only worsened. The alternative property was unavailable due to being fully booked, leaving me with no choice but to opt for the refund, which is not satisfactory given the circumstances. I am deeply dissatisfied with the lack of proactive solutions and the inconvenience caused, especially considering the proximity of the event we are attending. This issue has been ongoing for nine days without a resolution in sight, and it is imperative that it is addressed promptly. I implore you to provide better assistance in rectifying this matter as soon as possible. Failure to do so will compel me to escalate this matter further to seek a resolution. Thank you for your attention to this urgent matter. Best regards, R.

Subject: Concern Regarding Reservation at Mafia Boutique Hotel, Bangkok To Whom It May Concern, I am writing to address an issue with my recent reservation at the Mafia Boutique Hotel in Bangkok. I had booked a room specifying my preference for a smoking room, only to later discover that the hotel is entirely non-smoking with a fine for smoking on the premises. Upon receiving this information, I promptly canceled my reservation. I am reaching out to ensure that I will not be charged for this reservation, especially given the strict no-refund policy for cancellations made within three days of arrival. I kindly request that the hotel refrain from charging my credit card for this booking. Thank you for your attention to this matter. Sincerely, John N K. / ID: [redacted]21

I am reaching out for assistance regarding a refund from Agoda for a hotel reservation. Due to my mobility issue, the hostel did not have an elevator, and the room allocated was on the third floor accessible only by stairs. Hostel Amigo has confirmed the refund and has communicated with me via email. I kindly request Agoda to process the refund promptly. Thank you in advance. -Gabriela Bukstein

On the 26th of November, I completed a booking on Agoda for a room at Maria Boutique Hotel. I selected a double bed and a smoking room, submitting payment with my credit card. Shortly after, I received a welcome email from the hotel stating their policies, including a fine of TB2000 for smoking violations. Concerned by this, I promptly emailed both Agoda and the hotel to cancel my reservation. The cancellation policy allows for cancellations up to three days before the booking date. I have yet to receive a response from either party. Today is the 27th of November.

Dear Team, I appreciate your assistance in canceling my booking with Agoda Customer Support. The booking at Saibaba International Hotel has been successfully canceled. I will not be charged anything for this cancellation, and my credit card will not be billed. Booking number: [redacted] Cancellation Details: - Initial booking amount: INR 2,[redacted].78 - Cancellation fee for this booking: INR 0.00 - Amount to be refunded to my credit card: INR 2,[redacted].78 Kindly assist me with the refund process for the above-mentioned amount. Thank you.

Hello. I made a reservation for a room at Millionaire Hotel Resort for November 27th to November 29th and have already paid in full. My booking number is [redacted]69, and my name is Ajitsingh K. I encountered an issue upon arrival two hours ago when the hotel claimed to be fully booked without any record of my reservation. Despite attempts to contact you unsuccessfully, I had to secure alternate accommodations. I kindly request a prompt refund of the total amount paid. Thank you.

On the 26th of November [redacted], I made a reservation for a two-night stay (ID [redacted]21) at the Maria Boutique Hotel in Suvarnabhumi Airport. When filling out the booking form, I selected a double bed and a smoking room. After providing my credit card details, Agoda confirmed the reservation. However, shortly after, I was informed by the hotel that the entire property is non-smoking with a penalty fee for violating the rule. I promptly contacted both the hotel and Agoda to cancel the booking. The hotel acknowledged my email, canceled the booking, and directed me to contact Agoda for a refund. Despite sending a follow-up email to Agoda, I have yet to receive a response. The hotel's policy allows for cancellations without charges up to three days before the 2nd of November [redacted]. I am determined to get the refund from Agoda but have found reaching them by phone to be unproductive. While enjoying my month-long holiday in Thailand, I hope to resolve this matter promptly without it affecting my overall experience.

My spouse, Mr. L.C.K., reserved two rooms for two nights for four individuals at Ibis Santiago Estación Central from November 27th to November 29th, [redacted], with booking reference number [redacted]55. We received the booking confirmation and noticed that our payment was already processed. Today, on November 27th, [redacted], we arrived at the Ibis Hotel for check-in, but the hotel staff couldn't locate our reservation even though we presented the confirmation email and PDF file. We are unsure where the issue lies, either on your end or at the hotel. Your immediate assistance is greatly appreciated.