Agoda Customer Service Issues

I had a disappointing experience at Ao Nang Beach Resort in Krabi, Thailand. Upon arrival with booking number [redacted]21, we were informed that there was no power for the air conditioning in our rooms and we were relocated to another hotel, which we did not like. When we returned to the resort to cancel, we were informed that our booking had mysteriously disappeared from the system that morning and had been replaced with another. Despite various explanations given, we were left feeling skeptical. I had previously booked 4 rooms with an additional bed at this hotel, where the cost of one extra bed equaled the cost of 4 extra rooms. After corresponding via email, we were advised to cancel and rebook. I am a regular Agoda user and have generally had positive experiences. I am sharing this incident to raise awareness, as arriving in the rain after a long drive only to find out there are no rooms available is distressing. I hope this feedback helps in improving the overall service for other guests in the future.

Hello, I would like to inquire about the refund status of my canceled booking with the reference number: [redacted] [redacted]89. The booking was not refunded, and I am seeking clarification on the reasons for this. I initially requested the refund because your website mistakenly charged my card for this hotel booking without any prior notification. I was surprised to receive an approval email for a transaction I did not intend to make. Due to this error caused by your website glitch, I am kindly asking for the refund to be processed promptly. I have contacted your customer service via email two weeks ago regarding this matter, but unfortunately, I have not received any response yet. I appreciate your prompt attention to this issue. Thank you, Nor

I made a reservation through Agoda for a 16-day stay at MyHotel @Bukit Bintang in Kuala Lumpur in August. Unfortunately, during our stay, my partner and I encountered bed bugs and have photographic evidence to support our claim. Upon reporting the issue, the manager displayed apathy and moved us to another unsanitary room where we were once again exposed to bed bugs. It is evident that the hotel requires immediate pest control measures and an overhaul of their bedding and towel practices. Additionally, the service was subpar. I would like the hotel owner to be informed of these events, rectify the situation, address the unhelpful manager - describing her as a young Malaysian woman, and compensate us financially, either with a refund or a voucher for future stays. For contact purposes: Name: E. Naif Country: Australia Phone: +[redacted]0 Email: [redacted]

On August 23, [redacted], I, Dacia T., made a reservation for two rooms at the Lord & Morris hotel in New York for myself, my sister, and our 7 children. My order number is [redacted], and $[redacted].08 was charged to my card. Upon arrival at 3:00 pm, the receptionist seemed unaware of my booking, stating initially that I had reserved only one room and later mentioning the unavailability of double bed options. After a wait of over half an hour, we were eventually assigned our rooms, which were found to be messy, dusty, and even contained a pill on the floor. My sister, reacting to the dust, had to use her asthma inhaler. Despite my complaints to the receptionist about the room conditions, her response was rude and unprofessional. The manager acknowledged the issue, agreed the rooms were unfit, and promised a refund for any charges; however, I later discovered the full amount of $[redacted].08 had been deducted from my account. I am seeking a prompt refund. The negative experience, along with the hotel's inadequate preparations, not only affected our stay but also had a significant emotional impact, disrupting our holiday and leaving us dissatisfied and distressed.

I recently made a booking on your website at Hotel Ka Meng Villa in Macau for September 26th-30th, [redacted] (Booking ID: [redacted]68). My actual stay dates are August 26th -30th, [redacted]. I made a new booking at Hou Kong Hotel in Macau through your website (Booking ID: [redacted]48). Unfortunately, I inadvertently paid for the previous booking using my credit card. I kindly request the cancellation of the initial booking and the refund of the payment. As I am in Macau until August 30th, I can either collect the refund directly from Hotel Ka Meng Villa or have it returned to my bank account. I would greatly appreciate your assistance with this matter. Thank you.

I am extremely disappointed with Agoda's customer service. I booked a hotel on the 25th, but upon arrival, the receptionist informed me that they hadn't received my booking information from Agoda. I waited for 15 minutes, but the system still hadn't updated. When I tried to contact Agoda's customer service, my calls went unanswered for 5-7 minutes each time. I wanted to cancel my booking due to the slow system, but I couldn't reach anyone to assist me. Despite calling twice and trying early in the morning, I received no help. I had to go to another hotel and pay in cash due to Agoda's system issue. I am requesting a refund due to the poor system and inability to reach customer service to cancel my booking. Booking ID: [redacted]01 Last 4 digits of my credit card: ......[redacted] Email: [redacted] Phone number: 6[redacted] [redacted] -Hung

Hello, I made a reservation on Agoda yesterday. However, I have a concern. I requested special accommodations like a non-smoking, quiet room with twin beds, which I now know may have additional charges. Can I cancel these requests without incurring fees? And if there are charges, how much would they be? The total amount shown by Agoda is [redacted] Euros. Will I pay this upon arrival? Is payment by card or cash required? Regarding the payment, will there be a deposit or any other fees? The reservation was made using a card that belongs to someone else. Do I need to bring that card or provide a form of identification matching the cardholder's name? Thank you! Tan Gümüş.Booking ID: [redacted]79

Subject: Urgent Attention Needed for Booking Issue To Agoda Customer Service, I have attempted to contact you via email, but have not yet received a response. I would appreciate it if you could address this matter promptly. Name: Nazrul Shah Surname: Bin Amir Fuzi Date of Booking: 20th of August, [redacted] Reservation Dates: 10th of September to the 16th of September Hotel: Apple Hotel (Causeway Bay) When I made the reservation, I did not log in, but I provided my email address in order to receive the confirmation. Unfortunately, I have not received any emails regarding my booking. I have tried logging in without success, possibly due to a forgotten password. Despite attempting to reset my password and receive emails, I have not had any success locating them in my Inbox, Junk, or Spam folders. I am requesting the immediate cancellation of my booking. I kindly ask that you ensure no charges are applied to my credit card. Thank you for your prompt attention to this matter.

To whom it may concern, I am following up on my recent email to Agoda about a refund for a double charge at one of your hotels. Despite not receiving any acknowledgment, I would like this matter to be addressed promptly by the appropriate person. Thank you, C.R. --- Subject: Refund Good afternoon, I am writing in reference to a charge on my MasterCard for Can$47.28 from Agoda.com Internet GBR W6 8DL on July 18 for a booking I did not stay at. Instead, I stayed at Kiri Boutique Hotel from July 5 to July 7 for which I was also charged Can$32.35. Attached is my bank statement showing both charges. I am requesting a refund for the Can$47.28 charge as I was double-charged due to a miscommunication at check-in. Your prompt attention to this matter is appreciated. Thank you, C.R.

Dear Agoda, I am seeking clarification on your refund process. You mentioned system limitations preventing refunds to third-party payment platforms, but you also offer the option of a credit/debit card refund. In a previous email, I was asked to refund to the original debit card I used for payment, detailed below: Debit Card: Public Bank, Ending in [redacted] Card Holder Name: Ng Kia Hng Booking Number: [redacted]69 I confirm my preference for "Option 2: Refund via credit card/debit card" to avoid the need for a phone call to obtain my credit card information. Feel free to contact me at +6[redacted] if necessary. I am happy to provide any additional details for Agoda to facilitate my refund promptly. Thank you.

Dear Agoda Customer Service, I am writing to address the issue with the gift card I received instead of a refund. The hotel's agreement to waive the cancellation fee should result in a full cash refund to my credit card that ends in [redacted]. It is only fair and customer-centric to provide the refund directly to the original payment method. The charges made to my card without prior notice are not acceptable. The essence of a free cancellation should mean a full reimbursement to the customer, not the issuance of a gift card that I may not use in the foreseeable future. I urge the management to reconsider this and kindly reverse the charges back to my credit card. Thank you.

My stay at the Sukhumvit Hotel in Bangkok was disappointing. Upon arrival, both rooms we booked were very dirty. To make matters worse, we encountered a significant insect infestation, with small cockroaches present in the rooms. Despite changing rooms twice on the same day, we found all of them to be infested with insects. Due to the unsanitary conditions and lack of assistance from the unhelpful staff, we decided to leave on the same day we arrived. I am seeking a refund as the standard was far below what is expected of a 1-star establishment, let alone the advertised 4-star rating on Agoda. I have evidence in the form of pictures and videos to support my claim and would appreciate being contacted regarding a refund.

Dear Agoda, In July, I made a booking at the Touring Hotel in Nagykanisze, Hungary, for August 6 to August 20 (Booking ID [redacted]43). Due to a car breakdown in Denmark, I arrived late on August 9 and notified Touring of the delay. Upon arrival, I realized the accommodation did not meet my expectations. I was among 11 Norwegians visiting Hungary for the World Championship in microflight contest. After two days, we relocated to the Kønig Hotel where the others were staying. I paid for three nights at Touring with a different credit card, but upon reviewing my statement, I noticed a charge for 13 days at Touring totaling 3,[redacted].89 Norwegian kroner. I kindly request your assistance in rectifying this error. Best regards, Kaj Norderud Phone: [redacted]22

Dear Sanctuary Hills, I am writing to address a recent issue with my booking. My card was charged the full amount of US $[redacted].47 even though the reservation was canceled by your end, leading to inconvenience and frustration. I urge you to refund the entire amount promptly. It is disappointing to experience a cancellation without a valid explanation and then have the payment retained for a service not rendered. I trust that you will address this matter promptly. Sincerely, Prashun B.

Booking number: [redacted]3 Upon arrival at the hotel, my confirmed booking was not in the hotel's system. The manager contacted Agoda and verified the validity of the booking. However, the information was not relayed to the hotel. Subsequently, it was agreed between the manager and Agoda that the booking would not be processed further through Agoda, allowing me to pay directly at the hotel. This established an exclusive relationship between myself and the hotel. Unexpectedly, Agoda charged the initial amount to my credit card the following day, resulting in a double charge. The hotel manager advised that the refund process needed to be handled by Agoda. I appreciate your assistance in addressing and resolving this issue.

I booked a flight from Phnom Penh to Ho Chi Minh City through Agoda on September 12, [redacted], at 03:00 AM. The transaction was successful using my Visa debit card on tripair.com. However, at 03:09 AM, I received a cancellation notice from tripair.com, citing security reasons. The amount originally deducted was 3,[redacted],[redacted] IDR, but my bank statement shows 3,[redacted],[redacted] IDR was deducted, resulting in a [redacted],[redacted] IDR discrepancy. I inquired about the refund process at 03:15 AM, and received a delayed and impolite response from tripair.com at 10:07 PM. Their explanation about the transaction being high-risk and the cancellation for security reasons has left me feeling accused and humiliated. I am concerned about the refund process and believe tripair.com should provide more details. I have reached out to both tripair.com and my bank without a satisfactory resolution. Agoda, please assist me in resolving this issue promptly. You can contact me at [redacted] or [redacted]90 if needed. Regards, Benny M.

I am encountering an issue with my reservation at Getaway Hostel Chicago for 08/28/18. My credit card was charged twice for $57.53. My friend, Pudis Saengkeaw, and I stayed in the same room for only one night. I believe the double charge occurred because my initial booking under my name, Natnicha Promhom, did not generate a confirmation, so I rebooked with the same credit card but under Pudis Saengkeaw's name. Upon checking in, I received a different confirmation number ([redacted] for Pudis Saengkeaw, and [redacted] for Natnicha Promhom). This led me to discover the duplicate charges on my credit card. The hostel staff mentioned they could cancel the extra booking but could not issue a refund, advising me to contact Agoda instead. Your assistance in resolving this matter would be greatly appreciated. Sincerely, Natnicha Promhom

Booking ID: [redacted] and the last four digits of the credit card number are [redacted]. I would like a refund. During our scheduled stay, the property owner mentioned they were not in contact with Agoda.com, so they were unaware of our reservation. Consequently, we had to find alternative accommodations. Despite informing Agoda about the situation and their promise to contact the supplier for verification, the matter remains unresolved, and Agoda has debited our card. I request a prompt refund of the charged amount without any additional fees back to my credit card. Your immediate assistance in this matter would be greatly appreciated.

I booked 2 rooms with breakfast included at Baiyok Hotel through Agoda. The details said children aged 3-11 stay free with existing bedding. I informed the hotel via Facebook chat that I would be checking in late, around 7 to 8 pm, and requested an extra bed for my 5-year-old and 10-year-old children. The hotel quoted me [redacted] baht (about $31) for the extra bed per night and an additional [redacted] baht for breakfast for each child. This means I would have to pay [redacted] baht (almost $[redacted]) per night for both rooms. I am concerned about these additional charges as Agoda mentioned free extra bed for children in that age group. I am now considering canceling my booking and requesting a refund due to the discrepancy in the hotel's policy.

On August 28, [redacted], I made a reservation through Agoda.com at around 17:39 for CASA Hotel Amsterdam, a double bed room for two people. My booking number is [redacted]51. Upon arrival at the hotel, I was informed that there was no reservation under my name and no available rooms, despite their system showing rooms online even several hours later. This situation was very disappointing as it led to finding alternative accommodation in an unfamiliar city late at night. Adding to the frustration, Agoda still charged my bank account for the booking. I am requesting a refund of €57.99. Agoda, please process this refund to the bank account NL14RABO[redacted].