Agoda Customer Service Issues

I made a payment of $[redacted] for a "superior room" at Adjani Hotel from Nov 16 to Nov 21 using booking number [redacted] and pin code [redacted]. However, after the page suddenly disappeared, I never received an email confirmation, which is standard practice. It has been over 24 hours, and I am yet to receive any communication regarding my booking. Due to this, I had to cancel my trip to India. I am disappointed by Adjani Hotel's lack of communication and inability to assist with cancellations or modifications online. They do not even have a functioning telephone number listed on their website for me to reach out to. I am now looking to cancel my booking at Adjani and request a refund so I can make new arrangements at a different hotel. Your help in this matter would be greatly appreciated.

I am confused about the changes that have been made to my reservation. Initially, I was informed that my request to change dates was denied due to selecting a non-refundable rate, but I actually chose a fully refundable rate. After receiving an updated reservation with changed dates and pricing for one night, I noticed that the rate for the additional night I was told would be free has not been adjusted. The resort also promised me free breakfast and the 5th night free, which is not reflected in the current pricing. I was previously being charged $[redacted].29 per night, but now it seems to have increased to $[redacted].61 per night simply because I added an extra night. Can someone please reach out to me to clarify this situation and ensure that I understand why there is an increase in the nightly rate and if I will indeed receive the benefits promised to me by the resort?

Subject: Request for Accommodation Notes at Le Castle River Hotel - Agoda Booking ID [redacted]09 Hello, We have a reservation with Le Castle River Hotel through Agoda and want to ensure a smooth check-in process for our family. Unfortunately, I am only able to communicate in English, which might lead to misunderstandings. Thus, I kindly request a written confirmation from the hotel. I realize I omitted important details in my initial communication. Traveling with two adults and a child, we seek a family-friendly room equipped with amenities such as cleanliness, air conditioning, hot water, tranquility, a king-sized bed (and a single bed rather than three singles), reliable Wi-Fi, and a non-smoking environment. To avoid disturbances, we prefer a room far from nightlife establishments and at street level. While not mandatory, a pleasant view would be a bonus. Our estimated arrival time on December 12th, [redacted], is between 3:30 and 4:00 pm. Your prompt acknowledgment and confirmation on accommodation suitability would be greatly appreciated. Please forward this message to the hotel management and assist us in ensuring our requirements for a triple room with 1 large and 1 single bed are met. Could you kindly follow up with the hotel on our behalf? Thank you for your assistance. Best regards, Stanly Fernandez

There was a double booking issue on October 15, [redacted], at Hotel 99 for November 28-29, [redacted]. When we tried to book, there was an internet problem, and it seemed like the first booking did not go through. I proceeded to make a second booking with booking ID #[redacted]88 and received the receipt. Later, we discovered that the first booking was actually processed under the name Alma Mata with booking ID #[redacted]04. We only realized the double booking when we received the billing statement and canceled the first booking on November 8, [redacted]. I am requesting a refund for the first booking #[redacted]04 totaling PhP 6,[redacted].16. I appreciate your understanding and assistance in this matter. Best regards, Teresa Icawat

Hello, I wanted to reach out because there was a slight mix-up with a booking that was supposed to be a birthday gift for me. The dates were mistakenly booked one week early. I have spoken with the hotel, Legian Paradiso Hotel, and they have availability for the correct dates. They have kindly agreed to accommodate the change, but it needs to be updated through Agoda. The incorrect dates were from the 10th to the 13th of November, and the correct dates should be check-in on the 17th of November and check-out on the 20th of November, [redacted]. Would appreciate any assistance in rectifying this situation. Thank you, R. Moss

I cancelled my booking at Rio Hotel Macau before the deadline for free cancellation. I received a confirmation email from Agoda that my booking was cancelled without charges. However, upon checking my credit card statement used for the booking, I noticed that the full amount was charged. I have already contacted your office via email for a reversal, but my bank confirmed they haven't received any information on the reversal yet. Please address this issue promptly. I am looking to have the full amount refunded before my credit card payment due date on November 22, [redacted]. Thank you. Booking ID# [redacted] Guest: Marcela S. P.

I made a booking at Huma Island Resort Palawan, Philippines for Dec. 22-28, [redacted] with Booking ID # [redacted]49. We are seeking a full refund. I have already spoken to the hotel's head of reservation, who advised us to seek a refund through Agoda. Here are our reasons for requesting a refund: 1. It is challenging to reach the hotel due to the lack of an active contact number on their website. 2. We have not received any responses to our inquiries about the booking, even after almost 2 weeks of payment. 3. The customer service has been unsatisfactory. 4. There are numerous negative reviews about the resort, and it appears that the issues raised have not been addressed. 5. A significant portion of the resort is currently under renovation, which we were not informed about. This ongoing construction will likely disrupt our relaxation. There are more reasons, but I will stop here. Kindly contact me promptly regarding the refund. Thank you.

Hello, I'm currently in Kyoto enjoying my holiday with my partner, E.O. We have been loyal customers of your service. We made a reservation for 2 nights at Almont Hotel Kyoto through the app, where we were under the impression that breakfast was included based on the website information. Unfortunately, upon arrival, the receptionist informed us that breakfast was not included. I contacted Agoda Japan, but they dismissed my complaint without verifying the booking details. This experience was disappointing since my partner frequently uses your services for bookings in various locations. Unless this issue is addressed, we may have to reconsider using your services in the future. The booking reference is [redacted]91 under the name of E.O. / member ID [redacted]2 at Almont Hotel Kyoto. Please respond to his email as his phone is damaged, and the password is inaccessible.

Dear, I am Fazlay Rabby Bijoy from Bangladesh. I had made a reservation for 4 rooms at a hotel from December 25th to December 27th through Agoda.com. However, there was a mistake in the booking as we are a total of 8 adults and 5 babies under the age of 5. I had mistakenly mentioned 4 adults and 4 babies in the initial booking on Agoda.com. My booking ID is [redacted]09, but I am unable to modify it on the website. I have contacted my bank to block the USD transaction until this issue is resolved. Please advise on how to proceed as I cannot proceed with payment without confirmation from the hotel. Please note that each room in the hotel can accommodate 2 adults and 2 babies under the age of 5. Thank you for your assistance. Best regards, Fazlay Rabby Bijoy

I need to cancel my booking at Shaw Residenza that I made last Saturday at 4 am. I provided my bank details, email, and phone number. After receiving a text message confirming my Agoda booking (#[redacted]76) with a link to manage it, I realized I booked without creating an account. Even though I got a confirmation text, I am unable to cancel the reservation. The booking dates are for Dec 21 to 22, but the message mentions a cancellation deadline of Dec 14 to avoid charges. I would like to cancel the booking promptly to alleviate any concerns as I am unable to manage it.

Dear Customer Service, On October 26th, [redacted], I was arranging my trip to Taiwan in December and made hotel reservations with the option to cancel. However, after booking the Chiayi hotel online, I decided to alter my plans and only visit Taichung instead. I promptly canceled the Chiayi booking within 30 minutes based on my computer records attached. I cancelled the reservation because I was confident I had booked it with a free cancellation policy. Despite this, I found that I was charged the full hotel fee by Agoda on my credit card statement. When I contacted the hotel, they had no record of my booking. As I canceled immediately and did not notice any indications during the cancellation process, I am requesting a refund of the S$[redacted].04 booking fee. Reference Booking ID: [redacted]73 Thank you, -Zhao Yu

Hello, I made a reservation for two nights at Grande Centre Point Bangkok on November 22 and 23 with Booking ID [redacted]93 on November 4. Despite making a full payment, I have not yet received confirmation from Agoda. I reached out to Customer Service via email, but they have only promised to check and get back to me without following up. When I called, I was directed to voicemail where I provided my Booking ID and last 4 digits of my credit card for verification, but I did not receive the voucher as promised. With my departure date looming closer, I am feeling frustrated and anxious about not receiving any confirmation. I kindly request urgent assistance on this matter. Thank you.

Dear Agoda Customer Service, I am writing to inquire about a recent booking I made for a hotel in Chiayi, Taiwan, on Oct 26, [redacted], for my upcoming trip in December. However, shortly after booking, I decided to change my plans and only visit TaiChung. I canceled the Chiayi hotel reservation within 30 minutes of booking, as can be verified in the attached records from my computer. I specifically booked hotels with free cancellation policies and am confident that I canceled this reservation within the allowed timeframe. Despite this, I was surprised to find the full hotel fee charged to my credit card by Agoda. Upon contacting the hotel, they were unable to locate any booking history. Considering the circumstances of immediate cancellation and the confusion during the online process, I kindly request a refund of the booking fee amounting to S$[redacted].04. Thank you for your attention to this matter. Best regards, Zhao Yu

I accidentally made a duplicate booking and reached out to Agoda hoping they could help me resolve it with the hotel. Despite multiple attempts to contact them throughout the week, I did not receive any response until I arrived at the hotel. The hotel mentioned that only one room was booked, even though I had paid for three rooms. They also charged me for an extra bed. The hotel confirmed that they had canceled the third room without any penalty due to the duplicate booking. However, Agoda still charged me for it. I have an email from the hotel stating they did not charge me for the extra room, yet Agoda did. Despite trying to reach out to Agoda via phone and email, my concerns were marked as "resolved" without any real resolution. I now have cancellation fees for a room that I never got to use.

My booking, with Booking ID [redacted]43, encountered card charge issues despite assurances from an agent in HK after a 3-hour call. Following verbal confirmation from them and my bank, the booking was mistakenly canceled instead of being confirmed. Approximately 50% of the booking amount was charged to my card, not just pre-authorized or blocked. A subsequent chat with Mr. Gio from Agoda assured me the cancellation would be reinstated by contacting the property and resolving the matter with the finance department. I am seeking confirmation of the actions taken to either confirm my booking or refund the charged amount.

I am disappointed that my 4 canceled bookings were not refunded even though I canceled them on the same day. I then made 2 new bookings on the same day. I contacted Agoda customer service in Jakarta, who informed me that the hotel refused to refund the money. The hotel advised me to request a written report from Agoda to be emailed to them for confirmation. The amount I requested to be refunded is small, but I am more concerned about the trust I had in Agoda. I just want to know the truth about which party is unable to refund the money. Thank you for your assistance.

I am in need of urgent assistance as I did not receive my booking ID due to an email typo. My stay is scheduled for Dec 3rd-6th, [redacted] at Hotel Sentral Seaview in Penang, Malaysia. The room booked is a partial sea view double. Unfortunately, all attempts to resolve this via email have been unsuccessful, impacting my visa application process. The advice to call customer service was provided, but without the booking ID, I am unable to speak with a representative. I kindly request for my email address to be corrected to ensure I receive the confirmation and booking ID promptly. Your support in resolving this matter is greatly appreciated. Sincerely, A. B.

I recently received my GO MasterCard statement and noticed a charge of $[redacted].00 for a booking made on October 10, [redacted]. Unfortunately, I had to cancel this accommodation on October 12, [redacted], after learning from Sam at Luxe Spa that the room assigned to us was on the second floor without any elevator access. This posed a significant challenge for my elderly mother who has undergone knee and hip surgeries as well as a leg fracture, making it impossible for her to climb stairs. The booking photo only displayed a one-level building, which added to the miscommunication. While I am aware of the cancellation policy, I believe the lack of information about the absence of a lift should be taken into consideration, as I promptly canceled the reservation upon learning about this issue. I kindly request your assistance in resolving this matter.

I recently received my GO MasterCard statement and noticed a charge of $[redacted].00 for an accommodation booking made on October 10, [redacted]. After learning from Sam at Luxe Spa on October 12, [redacted], that the room assigned to us was located on the 2nd floor without a lift, I had to cancel due to my elderly mother's physical limitations. The hotel photo only showed one level, and the lack of information about the absence of a lift left me with no choice but to cancel immediately. I understand the cancellation policy, but given the circumstances, I respectfully request a full refund. Thank you for your understanding and assistance in resolving this matter.

Subject Booking Reference: [redacted] Dear Customer Support, I have been trying to reach you via phone without success, so I am resorting to email now. I would like to bring to your attention that despite the Booking Confirmation indicating that payment should be made at the property, I have already paid the full amount for my stay at Hotel Nicolaas Witsen. A transaction of GBP [redacted].12 or [redacted].55 Euros was debited from my UK Bank account on the 13th of November. Could you kindly update the booking confirmation to reflect that the payment has been settled and also inform the hotel accordingly? I would appreciate your prompt confirmation on this matter. Thank you, Kim W.