Dear Sir*Madam,** I have been a loyal customer of Agoda for over ** years and have neve...
GetHuman627836's customer service issue with Agoda from April 2018
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The issue in GetHuman627836's own words
Dear Sir*Madam,** I have been a loyal customer of Agoda for over ** years and have never experienced problems like I did this past weekend that caused me such immense distress that I feel compelled to write to inform you of my dissatisfaction.**On Saturday **st April at **:**am I booked to stay at Caravel Hotel Macau for one night-booking ID *********. The price was HK$***.** and after tax HK $***.**- pls see the screenshot I took of this booking for my ref as I was leaving Hong Kong and would not have roaming data again. *At *pm I was in a wifi area and went to check the location of the hotel to go and check in only to find that I did not have a fully confirmed booking. When I clicked on the app it said an email confirmation would be sent to confirm the booking. I kept checking but I wasn’t receiving an email despite repeatedly clicking the button. I decided to call the help centre so had to turn on the roaming option on my phone and every time I rang it requested the booking id which I entered correcty but it said it wasn’t a valid number and there was no option to speak to anyone. At this point I was worried that I didn’t have a reservation but didn’t want to book anything else in case the email confirmation had been delayed. I didn’t want to get charged twice and furthermore as it was very late all the hotel prices had increased. I was very distressed. *It seems that my calls were in fact registered despite not helping me in the slightest as I received an email from Agoda customer care asking me to rate my call regarding the above booking. This is so bizarre considering every time I called I was told I did not have a valid booking id…..yet obviously I did and my attempt was recorded.*At **:**pm I finally received an email saying the booking I made was not completed ‘due an unexpected system error’. This is not acceptable. The reservation was made ** hours earlier and I should not have been informed at this late stage. The message advised me to book another hotel. I frantically searched the list and found the remote Pousada de Coloane Beach Hotel was one of the last few available hotels near Macau so I booked it even though it was considerably more expensive than my previous booking. I received the email confirmation at **:**pm – ID*********. I got straight in a taxi which cost ** Macau patacas and arrived at the hotel.*On arrival at Pousada de Coloane I was told that despite receiving THE EMAIL CONFIRMATION- they did not have a room for me. There had been another mistake it seems. I was furious as Coloane is a long way from where I planned to stay in Macau. They said they tried to call me and email me but I did not have roaming on – at this point I switched it back on. The man at reception tried to call another hotel to see if they had availability but they didn’t respond. It was nearly midnight and I was panicked. *With one minute before midnight I managed to book another hotel on a competitiors website for one night - the I-Fu hotel back in Macau. I was no way going to risk using Agoda again. Then we had difficulty getting a cab to the remote hotel- I waited over ** mins for the taxi. It then cost *** Macau patacas to get back to Macau (** was the call out fee that the hotel kindly covered). *I eventually arrived at a hotel after *am. The room cost was **** HKD so over *** more expensive than my initial booking and I had incurred all the taxi fares and calls*data roaming charges. Furthermore the initial booking included breakfast whereas this did not so it was an additional cost. *The whole saga has left me completely dissatisfied with Agoda and should never have happened. I would like to understand how these errors could happen repeatedly with your service and I would like compensation for all the stress and the additional money I spent due to your technical issues. I will struggle to trust Agoda again which is a real shame as I have been a loyal customer for many years.*I look forward to hearing your thoughts and insights on this fiasco. *Regards, Lee-Anne Ball
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