Agoda Customer Service Issues

I am seeking assistance with my booking at Courtyard Zurich North. My initial booking on July 28, [redacted] (booking number: [redacted]89) was unsuccessful because the hotel could not process my card. I missed the 24-hour window to update my payment method, resulting in a cancellation. On August 16, [redacted], I tried to make a new booking, but the internet connection was lost during the process, leading me to inadvertently create two reservations. These are the two booking numbers generated: 1. [redacted]13 2. [redacted]21 My intention was to book only once, and I would like to keep only one reservation, given the circumstances of the card issue and internet problem. I am hoping that Agoda can consolidate these bookings without any cancellation fees for the duplicate ones. I request that this situation be rectified promptly, as my plan is to reserve one room at Courtyard Zurich North for a single night on December 27th-28th. I anticipate your prompt resolution of this matter. Thank you.

Hello Team, I made a booking at 'The World Backwaters' in Kerala through Agoda. Due to severe weather conditions including heavy rainfall and floods causing transportation disruptions and road closures, I need to cancel my reservation and request a refund. Unfortunately, I have been unsuccessful in reaching your customer service for the past two days. Despite waiting on hold for over 40 minutes today, I have been unable to speak to a customer representative. This delay and lack of communication are frustrating and unacceptable. I urge you to cancel my booking promptly and process the refund as required. I have already informed the property owner about the situation and they are awaiting confirmation from Agoda to proceed with the refund. Your prompt attention to this matter is appreciated. Thank you, Vijay

Dear Sir or Madam, I encountered issues at a hotel and sent them an email that I've also forwarded here. I haven't received a response, and I'm seeking a full refund due to the poor experience my partner and I had. I originally booked this accommodation on your website. Can you assist me in addressing this matter? Regards, Penny Hales [redacted message] From: Penny Hales <[redacted]> Date: 16 August [redacted] at 13:09:37 BST To: "[redacted]" <[redacted]> Subject: Stay Complaint Dear Romina Ibragimova, My partner and I stayed at one of your apartments from 10 - 12 Aug [redacted] under the name Penny Hales at Flat 75, Probyn House, Page Street. We encountered several problems during our stay. Upon arrival late on the 10th, we noticed a strong smell of marijuana in the room. Despite this, we had to stay due to the late hour and having traveled extensively to reach the keys and the apartment. The odor caused both of us to wake up with headaches and feel dizzy throughout the following day. Our neighbors outside were loud both nights, and our apartment companions were noisy, running the washing machine late at night. The housekeeping staff mistakenly attempted an early check-out on the 11th. The shower had temperature issues and lacked shower gel on both nights. Additionally, the room was not clean. We tried calling the 24-hour number with no response. I'm very dissatisfied with our stay, which was meant to be special for my partner, and I'm seeking compensation. I trust this matter will be addressed promptly. Regards, Penny Hales

Hi, my booking confirmation number is [redacted]68. I received my confirmation email and discovered a resort fee of $[redacted].52 per night for my 7-night stay, which was not part of the original booking price. Can you clarify what this resort fee covers? It is surprising to learn about this fee only upon receiving the confirmation email. The email indicates the following charges: City tax $24.50, VAT $[redacted].32, Resort Fee Per Night $[redacted].15. I understand the taxes, but the resort fee seems excessive, exceeding the nightly rate. Your explanation would be appreciated. I would also like to inquire about the refund policy in case I decide to cancel this booking. Thank you.

Subject: Request for Refund - Kritthai Residence Booking [redacted] Good evening Customer Care, I am writing on behalf of Rochelle S. and Vivian B. to request a refund for our Agoda booking at the Kritthai Residence, scheduled for Aug. 18 to Aug. 21, [redacted]. We had planned this trip to celebrate our 40th birthdays and had flights booked for Manila-Bangkok, Bangkok-Singapore, and Singapore-Manila. Unfortunately, due to a plane mishap on Aug. 17, [redacted], all flights were affected, and we were unable to make our trip. Cebu Pacific offered to rebook our flight for free and KLOOK rebooked our tour. However, Agoda is asking for an additional payment of SGD319.00 to rebook our hotel. We are hoping for Agoda's understanding and request to rebook without extra fees, as we are in a difficult situation due to circumstances beyond our control. Your positive feedback would be greatly appreciated. Thank you and have a good morning. Christabelle M.

Hello, my name is Noraini bt Abdul Rahman from Johor, Malaysia. I encountered an issue using the Agoda mobile app to book a 2-room apartment at Bayou Lagoon. The payment of RM342 was made with my CIMB debit card, but after a successful transaction, Agoda displayed a message stating the booking was unsuccessful. I attempted to contact Agoda but couldn't reach them, so I left a voice message. After contacting CIMB, they mentioned that RM342 was deducted from my account and is pending in Agoda's account. Upon reaching out to Bayou Lagoon Melaka, my name wasn't found in their booking system. I am seeking assistance to resolve this matter and would appreciate it if my money could be refunded. Thank you.

Hi Agoda team, I am inquiring about booking ID: [redacted]52. I cancelled the booking using your app due to a date mix-up. Initially, I tried to book for Aug 18-19 through the website, but after switching to the app, I ended up booking for Aug 20-21 at Exchange Regency with a 5% voucher. Upon arrival at the hotel, I realized the error and rebooked for the correct dates. However, I noticed a non-refundable cancellation fee. I am concerned about being charged for the Aug 20-21 booking even though I have cancelled it. Can you please clarify the cancellation policy and confirm if my card will still be charged for the cancelled booking? Thank you for your assistance.

I would like to address an issue with a booking made yesterday for 19 September [redacted] instead of tonight, 19 August [redacted]. After noticing the mistake, my brother promptly canceled the booking with the expectation of a refund. Surprisingly, the cancellation email was swiftly received, but no refund was processed; instead, the original amount was charged as a cancellation fee. Considering the reservation is for next month, we believe a full refund is appropriate. If a refund cannot be provided, we prefer to keep the booking as is for a future visit. The booking ID is [redacted]33 under the guest name A.N. Myo, with a total of GBP [redacted].86. A swift response would be appreciated.

Dear Customer Care, I am writing to request a refund on our Agoda booking at KRITTHAI RESIDENCE on behalf of my friends - Rochelle Saniel and Vivian Banag. We were scheduled to stay there from Aug. 18 to Aug. 21, [redacted]. We had planned this trip to celebrate our 40th birthdays since March [redacted], with flights booked on CebuPacific and Jetstar. Unfortunately, due to a plane mishap affecting our flight from Manila to Bangkok, we are unable to proceed with our itinerary from Bangkok to Singapore and are unable to utilize the accommodation we booked with Agoda under booking ID [redacted]25. In order to avoid additional expenses, we are seeking assistance from Agoda to rebook without incurring extra fees, as CebuPacific and Jetstar have been accommodating in rebooking our flights without penalty. We hope that Agoda can provide similar consideration and assist us in rescheduling our stay without additional costs. I kindly request your prompt response and understanding of our situation. Thank you for your attention to this matter. Sincerely, Christabelle M.

Hello, I need assistance cancelling my booking with Agoda. I have been attempting to cancel since yesterday through the app as instructed, but it prompts me to contact customer service. Unfortunately, after trying to reach them 20 times, no one answers, and the call gets disconnected. I am feeling frustrated and upset as I urgently need this cancellation. This is my first time having to cancel a booking, and it has been a terrible experience. Due to a recent earthquake on the island, I had to quickly make alternative arrangements and have already booked and paid for another accommodation. I have informed Bong Hostel about my cancellation since yesterday, but I need Agoda to process the cancellation and issue a refund promptly. Thank you for your anticipated help. I expect a full refund and would appreciate staying updated. You can reach me via WhatsApp at +[redacted]01 or email at [redacted]

On August 18, [redacted], I made a booking with Agoda, with Booking ID [redacted]85, for a night at Setia Sky Kuala Lumpur. I paid RM613 to stay on the same date. Unfortunately, the property owner informed me that the place was overbooked and asked to cancel the booking through Agoda. Subsequently, I had to book another suite at the same location for RM470. Overall, I am disappointed with Agoda's management of my booking. 1. How can I obtain a refund for the canceled booking? 2. Despite a customer's cancellation, Agoda still charged the full amount for the stay. However, when the property owner overbooks, customers are required to contact customer service through email. 3. Obtaining a refund involves too many steps and is time-consuming. 4. Why am I finding much cheaper bookings on other websites when Agoda advertises as the cheapest option?

I originally booked a hotel for one night on September 6th. However, I realized shortly after that I had made an error in the date and needed it for September 7th instead. According to consumer laws, there should be a 14-day "cooling off" period for refunds if no service has been used within that time frame. I canceled the initial booking to rebook for the correct date but was surprised to find out I would not receive a refund. This is unacceptable. I am unable to manage my booking to make changes, so I am reaching out for assistance. I am seeking either a full refund for one night or to have the second night reinstated since I have paid for both. I would appreciate direct contact to discuss this matter further as the website's "contact us" section seems to be unresponsive.

Subject: Payment Discrepancy with Hotel Reservation Hello, I stayed at Enderun Hotel Istanbul from August 22-30, [redacted], and my Agoda booking ID is [redacted]03. When I arrived, the room rate was supposed to be [redacted].78 euros, roughly [redacted]-[redacted] USD, based on the exchange rate at that time. However, you ended up charging me [redacted] USD, which seems to be an error considering the exchange rates. The hotel claims they have not received any payment from Agoda, and they suggest reaching out to customer service to resolve this. I have tried to contact Agoda, but unfortunately, they have not responded yet. I appreciate your assistance in resolving this matter promptly. Thank you.

I had originally booked a room at a resort in Boracay for December 2 to 4 this year through Agoda. Initially, the reservation was for 2 guests. However, we now have an additional person joining, so I attempted to cancel my booking with the intention of rebooking for 3 guests at the same resort through Agoda. Upon receiving confirmation of my cancellation, I was surprised to see that the cancellation fee equaled the cost of a 2-night stay (over 7,[redacted] pesos). This fee was unexpectedly high, and had I known, I would have simply added the extra guest at check-in instead. Unfortunately, my card has already been charged the full amount. I find it unreasonable to incur such a high cancellation fee, essentially the same as the cost of the stay. Is there any way to salvage my original reservation, or if not, could I possibly receive a partial refund considering the hefty cancellation fee?

I made a booking for Casa Del Mar on August 19, [redacted], with booking ID [redacted]61. Unfortunately, our experience at the hotel was far from what was advertised online. The property looked neglected, with unsafe surroundings, lack of security, and outdated amenities. Using emergency lights in the rooms was a concerning detail. The presence of wandering outsiders added to the discomfort. We decided not to stay there for our own safety. Despite our reservation, our room was not ready due to poor coordination. This experience left us highly disappointed and I am requesting a refund for the unused accommodation. It was a distressing holiday, and I hope to resolve this issue promptly. You can reach me via email at [redacted]

I have contacted customer service via email and phone three times but I have not yet received my booking voucher for my stay at My House in Kaohsiung from September 18th to 20th. My payment with the last 4 digits of my credit card ending in [redacted] has been processed, as verified on my credit card statement. The phone number on the booking is [redacted]. I am disappointed with the service I have received so far and urge the customer service team to address my issue promptly. I am unable to access the Manage My Booking section without the voucher. Please send me the necessary Booking Voucher without delay as I am aware I will require it for check-in.

I found the cancellation policy on Agoda to be confusing. When I visited the site, there were different options available, including one for plans changing. I selected this option. However, I had already made a payment for a room at The Radisson Hotel in Nashville, TN on December 8th with the confirmation number [redacted]2. As I have already paid for the room, I would like to keep my reservation. Agoda is now stating that I am not eligible for a refund and that the room has been cancelled. It is frustrating as I have already made the payment. I have also reached out to the hotel directly regarding this issue.

I need assistance with a recent booking issue I encountered. My reservation at Desoto Beach Hotel from August 23rd to 28th was canceled; however, I noticed that my bank account was charged twice on August 18th. Initially, $[redacted].26 was deducted, followed by an attempted charge of $[redacted].45 shortly after, which caused payment problems. I aim to settle the outstanding $[redacted].19 to complete the booking. Despite contacting my bank and the hotel without resolution, I am eager to resolve this and rebook my stay as rooms are still available for the dates in question. I have made multiple unsuccessful attempts to reach out via phone and email, missing a call back from the hotel due to work commitments. I kindly request a prompt response to rectify this issue. My booking ID is [redacted]10. Thank you.

I contacted your staff yesterday regarding a payment issue that failed. I got an email from Agoda at 2 a.m yesterday stating that without an update on my credit card, the booking would be canceled within 24 hours. I called Agoda's customer service yesterday to address this payment problem and also requested a cancellation due to finding a better hotel in a superior location. This morning, I received an email stating the property could not waive the cancellation fee. Surprisingly, I received an email this morning informing me that my booking had been canceled. I'm concerned if the property will charge me the full payment for the cancellation. Please advise me promptly as I need to book another hotel. My booking ID is [redacted]81, and my last card number is [redacted].

I made a booking for 2 rooms that were initially cancelled by your site due to a system error. I rebooked but the rate shown was in Thai baht instead of Philippine currency, resulting in a higher cost upon settlement. I had to cancel due to this discrepancy and feel it is false advertising and an error on your site. It's unfair to penalize me for issues beyond my control. This situation is unlike my previous bookings with Agoda. I am a loyal customer and need assistance as I cannot afford an extra room that I will not use. Ref#[redacted]40. Your help in resolving this matter would be greatly appreciated.