Agoda Customer Service Issues

Subject: Refund Status for Canceled Reservations Dear Agoda Customer Service, I wanted to inform you that I made reservations for a two-night stay from 31/8/[redacted] to 2/9/[redacted] at the Ramada Resort Cochin and Hotel Presidency. Unfortunately, due to a family emergency, I had to cancel both reservations on the same day as the booking. The cancellation policy stated that customers could cancel up to one day before arrival. However, to date, I have not received my refund and have not been provided with an explanation. I believe that customer satisfaction is paramount to your business, leading to an increase in customer base and the enhancement of service quality. I am eagerly awaiting positive news regarding my refund. Please feel free to reach out if you require any additional information. Best regards, Abdullah Almahrouqi Booking ID [redacted]87 Booking ID [redacted]55

On 29/10/[redacted], I made a reservation for an Executive Suite at Gideon Hotel Batam through Agoda for a family trip on 16/11/[redacted] at a price of SGD136.22. I noticed there might be a pricing discrepancy as my family members booked the same room at lower rates around the same time. One sister paid SGD76.49 and another RM322.00 (SGD107 equivalent) with free cancellation until 13/11/[redacted]. The cancellation policy seems unjust as it states any cancellation within 24 days of the arrival will incur the full charge, whereas I only have 18 days between booking and arrival. This is my first time using Agoda, and I hope this issue gets resolved under their Best Price Guarantee policy. I kindly request to cancel my booking and issue a refund.

I booked an Executive Suite at Gideon Hotel Batam through Agoda on 29/10/[redacted] for our family trip planned on 16/11/[redacted]. The price was listed at SGD136.22, but I noticed discrepancies in pricing compared to other family members' bookings made around the same time. One sister paid SGD76.49, now showing as SGD88, while another booked the same suite for RM322.00 (equivalent to SGD107) with free cancellation until 13/11/[redacted]. The cancellation policy is problematic, as any cancellation within 24 days of arrival incurs a full stay charge. Given that the gap between our booking date and arrival is only 18 days, this seems unfair, especially since my booking cost the most despite the same room type. This is my first time using Agoda, and while I value my first experience, I hope for better in the future. Additionally, Agoda's Best Price Guarantee policy should apply here. I kindly request the cancellation of my booking and a refund.

I made a reservation for 1 room for 2 nights for 2 adults. However, I received confirmations for two rooms and noticed that my credit card was charged twice. When I checked in on October 31st, I used ID [redacted]49 but found another booking under ID [redacted]41 that I didn't make or need. The hotel manager informed me about the duplicate booking. I suspect an error during my booking process. I am a long-time member of Agoda with member ID [redacted]6. I kindly request your assistance in resolving this issue to avoid being double charged. Your prompt action in canceling the extra booking would be greatly appreciated. Regards, Zahirul Alam

Hello, I requested a modification to my initial reservation ID [redacted]81 from January 5th to January 14th, to decrease it by one night, arriving on January 6th and still departing on January 14th. I asked to deduct the cost of this one night, which is [redacted] baht, from the total of 9 nights, originally priced at [redacted] baht. This adjustment should result in a new total of [redacted] baht. However, Agoda made the modification before I could confirm the new total, and they did not apply the deduction for the unused night, which should be [redacted] - [redacted] = [redacted] baht. So now, I have one less night but still the charge shows as [redacted] baht. I specifically needed this new amount confirmed as it impacted my flight choice. I am waiting for the correction to be made to reflect the [redacted] baht. Otherwise, I will unfortunately have to cancel my entire reservation. Thank you for your prompt response.

Dear Agoda Customer Care Services, I am reaching out regarding Booking number [redacted], reserved under the name Gunnar Freyr Gretarsson and paid for using Credit Card ending in [redacted] under the name Gunnar Kjartansson. We have been in direct contact with the property manager since the booking in September [redacted]. However, after a recent lack of communication on their part, we are contacting you as the situation is unacceptable to us. The property was booked for the weekend of September 28th to 30th. Despite being assured the property was solely for us, upon arrival, we were informed it was a shared space. We declined, sought alternative accommodations, and requested a refund. The manager, claiming staff error, seemed unsure about the refund process and did not follow up as promised. The unprofessional conduct and misrepresentation of the property have left us unsettled. We attempted to reach your UK Customer Services while traveling, but faced challenges. We seek prompt resolution and transparency regarding the [redacted].03 US dollars refund. Your attention to this matter is appreciated. Please feel free to contact us for further details. Expecting a swift response. Best regards, Gunnar Gretarsson

I have sent multiple messages but have not received a response. I am dissatisfied with my stay at Astors Belgravia from October 31 to November 4. Last night, I had trouble sleeping due to a creepy room with noisy air conditioning and constant creaking sounds. In the morning, I found the dining area messy and witnessed other guests complaining at reception. After requesting a room change, I was relocated to a marginally better room, but overall, my experience at the hotel has been unpleasant. The bed is uncomfortable, and the torn wallpaper adds to the dismal atmosphere. I noticed that my credit card was charged for all four nights of my booking. If I decide to check out early tomorrow as I intend to, will Agoda refund me for the two nights I will not be staying at Astors Belgravia? I eagerly await your response.

Dear Sir or Madam, I have recently received an email from Agoda regarding fraud prevention. The email contained a link that requested my mailing address, a government issued photo ID, and the front of my credit card for verification purposes. Upon clicking the "Submit" button, I did not receive any confirmation that my documents were successfully submitted. For your review, I have attached the requested documents to this email. My mailing address, which also serves as the billing address for the credit card used, is as follows: Shu En Mansion (#[redacted]), Aza Yogi 24, Naha City Okinawa Prefecture, [redacted] Japan I kindly ask for a prompt response as my booking is scheduled for tomorrow night. You can also contact me via phone at 81-80-5[redacted]. Thank you for your swift attention to this matter. Best regards, Chris Bradley

I would like to thank Chat Assistance for their help. I am looking to adjust my stay at Baan Laimai Resort due to a few reasons. Firstly, the free Breakfast Buffet, which I highly valued and appreciated during my previous stay in [redacted], was not included in my current booking. This was an important factor for my vacation this year, and I believe it was omitted due to a reservation issue where my requested dates (Nov 2 - Nov 12) were changed to (Nov 1 - Nov 11) without my notice. Additionally, the resort has changed significantly since my last visit, and I encountered difficulties during check-in that made me uncomfortable. The increased rules and security measures are not in line with the relaxing vacation vibe I seek in Thailand. In light of these issues, I wish to shorten my stay from Nov 2 to 6, even if it means paying extra. I hope that Agoda and the resort can assist me in making this adjustment. Thank you for your help. Sincerely, M. Armanini

Hi, I recently checked into The Seminyak Beach Resort and Spa for my one-year anniversary but encountered an issue with my reservation. I had originally booked The Suite Ocean Side room but was allocated a cheaper Garden Wing room upon arrival. Despite being charged for the higher room category, I ended up in a room with no ocean view. The hotel explained that Agoda had booked a different room category without my knowledge, leading to this frustrating situation. It was disappointing as the ocean view was a key reason for choosing this hotel. I am currently staying in a room that was not of my choosing and feel misled. I am hoping for a full refund to address this discrepancy. Thank you for your understanding.

Dear Sir, I am Kamal Saad and I made Booking no. [redacted]71 on Nov. 01, [redacted], for a one-bedroom kingsize bed at Beirut Grand Hotel. Unfortunately, upon my late arrival tonight, I discovered discrepancies between the hotel room and what was advertised on your website: 1. The TV was not working. 2. The internet signal was unreliable and weak, constantly disconnecting. 3. The cupboard was dirty and broken. 4. Instead of the king-size bed I booked, there were two single beds with water leakage issues. I believe these discrepancies violate our agreement, and I request a full refund with no deductions. I have informed the receptionist, Nataly, about the situation and she advised me to contact you for cancellation. Please take immediate action on this matter. Warm regards, Kamal Saad Dubai Mob: +[redacted] 50 [redacted] | Baghdad Mob: +[redacted] [redacted] | Sudan Mob: +[redacted] [redacted]

Hello, I made a booking via Agoda, but I only received the confirmation after contacting their helpdesk. They informed me that the rooms were not available despite deducting my payment. They assisted in canceling the booking and making a new reservation, but it has been 15 working days (around 3 weeks) and I have not received my refund yet. I have been unable to reach anyone on the customer service line. I need a contact number or a call back arranged on [redacted]. When making the booking, our calls were promptly answered and call backs were arranged, but now that a refund is due, no one is reachable. The customer service line seems misleading. I want to highlight that Agoda claims to be a registered company in Singapore, where I have family residing as Permanent Residents. If I do not receive a response by the end of today (01-Nov-[redacted]), I will report this to the Consumer Affairs Authority for legal intervention. It is unacceptable to withhold my money. I will escalate this matter on social media and beyond. As educated professionals, we expect better service. My booking ID is [redacted]17.

Hello, I recently celebrated my one-year anniversary at The Seminyak Beach Resort and Spa. Upon arrival, I was disappointed to find out that my reservation for The Suite Ocean Side had been mistakenly booked as the Garden Wing, a much cheaper room without an ocean view. Despite being charged for the higher-tier room, I was informed by the property that Agoda had booked the incorrect room, which was two levels below what I had reserved. This mix-up led to much embarrassment, especially since the hotel was fully booked, and I had to settle for a room that was not what I had initially requested. I believe this situation constitutes false advertising and I am requesting a full refund for the discrepancy. Thank you for your understanding.

Upon my arrival at "The Seminyak Beach Resort and Spa" for our one-year anniversary, I was disappointed to find out that my reservation for The Suite Ocean Side had been mistakenly processed as the Garden Wing. The Garden Wing is a lower-priced room, and one of the main reasons I chose this hotel was for its ocean view. The hotel explained that although I was charged the higher rate, Agoda had only booked the cheapest room available, which was two levels below the room I had selected (clear case of false advertising). Due to the hotel being fully booked, I am now staying in a room that does not meet my expectations. I am seeking a full refund for this error as I feel like I have been deceived by the booking process. Thank you for your attention to this matter.

Hello, my name is Zeter, and I'm the Night Shift Manager at Days Inn by Wyndham Ogden. I am currently facing challenges in processing a payment from a customer who used a virtual card for a fully paid reservation. Unfortunately, the customer doesn't have access to the booking ID as it was arranged by a friend. This lack of the booking ID prevents me from speaking to someone directly to address the payment issue or obtain a new virtual card. The guest in question is Heidi Caldwell, and the reservation is for a room with two beds for two adults. I appreciate any guidance on how to navigate the automated system or if there's an alternative number to resolve this matter efficiently. Thank you for your assistance.

I am feeling extremely stressed about my recent booking situation. I promptly canceled my reservation at La Carmela de Boracay as I intended to book a semi-deluxe room instead of a standard room. However, I was taken aback when I noticed two charges on my credit card from Agoda. According to the website, there should have been no charges if the cancellation was done within one day. I am confused and concerned about the double charge. I have been trying to reach out to Agoda for the past half an hour without any success. Your prompt attention to this matter would be greatly appreciated.

I am extremely disappointed with my stay at Ambassador City Hotel. Our experience was terrible from the start. We were trapped in our room for 45 minutes, then stuck in a malfunctioning lift. The staff's response was dismissive when we raised these issues. Our room was both freezing and then too hot, located next to a noisy boiler room, with an unattractive view. The early morning construction noise was unbearable. The staff showed little concern for our complaints, and I have serious safety concerns regarding the stairs. Clean towels were lacking, and the overall service was subpar. I demand compensation for these numerous issues. I have evidence to support my claims and will share them if necessary. I seek a refund, as I find trying to contact Agoda for assistance futile. Their customer service is unhelpful and unresponsive, leaving me feeling frustrated and undervalued as a customer.

I am extremely disappointed with my recent stay at Ambassador City Hotel. The experience was terrible from start to finish. Firstly, we were physically locked in our room for 45 minutes on the first night, only able to get out when another guest heard us. We then got stuck in the lift for an additional 10-15 minutes before staff responded. The response we received when we reported the issue with our room was dismissive and unhelpful. We had requested heating to be left on but arrived to a freezing room, then it became uncomfortably hot later. Our room's location next to the noisy boiler room made it hard to sleep, and the view of the courtyard was disappointing. Waking up to construction noise at 7.15 am without prior notice was frustrating after a night of disturbances. The staff's attitude was rude and unhelpful, prioritizing a non-operational bar over guest satisfaction. There were also safety concerns at the top of the stairs. The lack of clean towels, delayed housekeeping, and overall poor service are unacceptable for any hotel. I am requesting compensation for this disappointing experience and considering leaving reviews for Ambassador City Hotel.

I am extremely disappointed with my recent stay at Ambassador City Hotel. The experience was terrible from the beginning. Initially, we were trapped in our room for 45 minutes until another guest heard us and helped us out. Subsequently, we got stuck in the lift for an additional 10-15 minutes before staff finally heard us and offered a brief apology. When we reported these incidents to the staff, their response was dismissive and unhelpful. We had also requested the room to be heated before our arrival, but it was freezing. Upon returning to the room later, we found it overheated, as it was located next to the noisy boiler room. The view of the courtyard was disappointing, and the room was unsuitable for a family. Additionally, the early morning construction noise was not communicated to us. The staff were unprofessional and seemed more focused on the bar than customer service. The overall service and experience were unacceptable, including the lack of clean towels and housekeeping. I will be sharing my detailed feedback in reviews for both the hotel and your organization.

I am extremely disappointed with the Ambassador City Hotel. Our stay was terrible from start to finish. Firstly, we were locked in our room for 45 minutes until another guest heard us and helped us get out. Then we got stuck in the lift for 10-15 minutes until staff finally noticed. When we told them about our room issues, their response was dismissive. The heating was not on as requested, and our room was uncomfortably cold, then unbearably hot when we returned. Our room location next to the noisy boiler room made it impossible to sleep. The courtyard view was disappointing. We were also disturbed by early morning construction noise in the bar without any prior warning. The staff were impolite and unhelpful, showing more concern for the bar than for the guests. There were safety hazards with the stairs, causing a near accident. We were provided with dirty towels, and housekeeping was lacking. These issues are unacceptable for any hotel. I intend to leave detailed reviews unless this matter is addressed promptly.