Agoda Customer Service Issues

Dear Madam/Sir, Good afternoon. We have been receiving numerous booking complaints through your application. Despite blocking April-May [redacted] in February [redacted] via booking.com's extranet due to full occupancy, we continue to receive online bookings from your platform. Guests claim available rooms on our site, yet we have no contract with you or booking.com for credit card payments. This recurring issue is a concern we've addressed continuously with you. Guests have allegedly made credit card payments without our consent. It seems there is a considerable problem that needs addressing. We've raised this matter with booking.com, who suggests the discrepancy lies with other booking applications. Kindly investigate and rectify this situation promptly to avoid any inconvenience to our future guests. Hoping for immediate action and resolution. Thank you and God bless. Respectfully,

Hello, I recently made a room reservation online on 14/04/19 at 10:30 pm NZ time with Confirmation No: [redacted]82. I had requested a queen room with a window but unfortunately, the booking was confirmed for a queen room without a window. Is it possible to secure a queen room with a window as I originally requested? I appreciate your assistance with this matter. Thank you, Janet I see that you inquired about the resolution via email, and as of now, the issue has not been resolved. In response to your question about how to address this, I kindly request that my reservation be adjusted to ensure that I have a room with a window as initially requested. Since I may not be online simultaneously with you due to my location in NZ, receiving confirmation via email once the adjustment is made would be greatly appreciated. Thank you for your help.

On April 4th, [redacted], I checked in at Chapel Hill University Inn for a two-night stay booked through Agoda. Later that night, a hotel employee informed me of a room mix-up but assured me everything was okay. The following morning, my room phone rang at 2 AM with no response when answered. Upon returning to the room on April 5th, my keys didn't work. Despite attempts to access the room, it was occupied, and my belongings were moved to the front desk mistakenly. I was informed that I was placed in the wrong room and requested a refund for the remaining night. The hotel apologized and agreed to process the full refund, but I'm yet to receive it, as they advised the refund process goes through Agoda.

Hello! I am hoping you are doing well. I am currently considering booking a stay at Embudu Village Resort in the Maldives from April 26th to May 3rd for 3 adults through your app. While I have not made the booking yet, I have some inquiries about the property. Unfortunately, I am unable to contact them directly through your app. I am particularly interested in the deal you are offering, which is for a "Beach view superior room for 3 adults, full board" for the mentioned dates. Specifically, I would like to inquire about any additional charges for drinks with the full board package, if there is a pool on the island, the cost of boat transportation, and the fee for an extra bed in the room. I appreciate any assistance you can provide with reaching out to the resort. Thank you for your help!

Regarding Booking # [redacted]93, Upon our arrival in Sydney at our hotel, we discovered that our room was situated above a noisy restaurant with ventilation directly below us, making it impossible to stay due to the constant disturbance and lack of fresh air. Despite our request for another room, none was available, and we were forced to leave within an hour, as the noise was making us ill and the restaurant stayed open late into the night. The reception staff member was absent for 45 minutes when we were seeking assistance and upon return, was unhelpful and impolite. We found accommodation at the Radisson Hotel for the remainder of our stay. We are currently facing issues with receiving a refund as the hotel is only offering a partial refund, insisting that Agoda cover the remaining amount. It has been 5 days, and we have not received any refund yet, and we are seeking your advice on this matter. Best regards, F. Drayson

I attempted to book a room at Hotel Madison in Rome through the Agoda website. Initially, I tried to use my credit card for payment, but it was unsuccessful. Then, I opted to pay with Paypal. After logging into my Paypal account and attempting to pay, I did not receive a confirmation button. However, upon checking my bank statement, I saw that the payment was deducted without receiving a booking number or confirmation. I am now unable to contact Agoda without a booking number. I am concerned about the status of my £[redacted].76 payment, as my booking dates are approaching. Could Agoda please provide me with the necessary booking confirmation details promptly?

Name: Vivian T. Email: [redacted] Mobile: [redacted] Booking Reference: [redacted] Credit Card: last 4 digits ____2010 Location: Myshortstay, Perth, Australia Stay Dates: 29/3/19 to 2/4/19 I completed a full payment of AUD2204.40 for my stay on 8/3/19. On 28/3/19, Myshortstay placed a pre-authorization charge of AUD250 for damages, which they later reversed. However, I noticed a charge of AUD250 on my credit card statement, contrary to what Myshortstay claims. My bank explained that pre-authorization charges should not show as actual charges, raising confusion. Myshortstay confirms no damage and the reversal, yet the charge persists. The concern is why this charge occurred when evidence suggests it shouldn't have.

To whom it may concern, I am reaching out to inquire about a possible refund for two nights of my recent trip. Originally, we had reserved a 3-night stay from the 3rd to the 6th of April. However, due to flight changes and adjusted plans, we only stayed for the night of the 4th. During a conversation with the manager, Vivian, she assured me she would handle the adjustment and advised me not to make any changes online. Therefore, I assumed she was taking care of the necessary modifications. Upon arrival, when I asked about the refund, I was informed that no refund had been processed. This misunderstanding might have been due to a lack of clarity on my part. I am aware of the property's cancellation policy, which allows changes up to 3 days prior to the stay. Had I been aware, I would have followed the proper procedure online. I removed the two nights approximately 2 weeks before our scheduled arrival. I can provide messages as evidence if needed. I have always been pleased with my experiences using Agoda, particularly due to the excellent cancellation policies. It is unfortunate that in this instance, I was advised incorrectly. I would greatly appreciate any assistance or understanding you could offer regarding this matter. Warm regards, G.E.

I mistakenly booked my stay at Dubai Emirates Grand Hotel for May 13th instead of April 17th. Upon realizing my error within 4 hours, I promptly emailed the hotel to explain. They advised me to make a new reservation through Agoda with the same hotel to cancel the May 13th booking and receive a full refund. Reluctantly, I made the additional booking through Agoda, hoping to get my $66 refunded. After providing the new booking ID to Agoda, I was informed via email that I would not receive a refund but instead, a $66 credit. I am not interested in credit, as I have other expenses to cover. I am disappointed with the customer service from Agoda and I would appreciate a resolution to this issue. If I had known I would not receive a refund, I would have chosen a more affordable hotel and not booked through Agoda. Please assist me in resolving this matter and restoring my confidence in Agoda's customer service.

Hello, I am writing to share my dissatisfaction and frustration with my recent stay. My experience seriously dampened my holiday spirit. I am requesting a refund for the inconveniences faced. Upon checking in to room number [redacted] today (18 Apr [redacted]) with Agoda Booking ID [redacted]85 around 12:30pm, I paid MYR5 for an early check-in through the self-check-in kiosk. After settling in our room, we left to begin exploring. Returning to the room at 11:30pm, we found ourselves unable to access it with our card. Upon inquiring at the front desk, we were shocked to hear that our room had been marked as checked out erroneously. It took over 30 minutes to rectify the situation, causing unnecessary stress and fatigue. Despite our concerns, our belongings remained untouched in the room, and we were allowed to stay in the same room. This incident significantly marred our holiday experience, and I am seeking a refund as a result.

I reserved 2 rooms at Hotel Relax Beach Inn in the Maldives from April 19th to 22nd. One room is for 2 adults, and the other is for 2 adults with a toddler. Unfortunately, the couple with the child cannot travel due to a medical emergency. I need assistance canceling one room while keeping the other. Please help me with a refund for the canceled room. I provided my credit card information when booking, but the payment hasn't been charged yet. The plan was to settle the amount at the property.

To whom it may concern, I recently stayed at Hotel Lifu Vanke Jiangtai Road near Guangzhou's Jiangtai Road Metro Station from April 13th to 16th, with a reservation made through Agoda. My booking ID is #[redacted]25. During my stay, I encountered significant issues. Despite booking a non-smoking room, the room I was given had a strong smell of cigarette smoke, making it unbearable. I changed rooms each day in an attempt to resolve the issue, but to no avail. This experience made me unwell and hindered my ability to rest comfortably. I attempted to request a cancellation and refund through the hotel to no avail, as they refused to assist. Unfortunately, I was unable to contact Agoda directly due to a lack of data or roaming services. I feel extremely disappointed and would like to request a refund for the misrepresented room conditions that greatly impacted my stay. I appreciate your attention to this matter and hope for a prompt resolution. Thank you.

Hi, I recently made a booking, but upon realizing the page had refreshed, I now only have a reservation for 1 night instead of the intended 4 nights. The booking is currently set for April 22nd, but I originally entered July 29th to August 2nd. This reservation is crucial for our daughter's birthday celebration, as we already have our flights booked from the Gold Coast. I do not want a refund but need the booking adjusted to 4 nights in Melbourne. I am willing to pay for the additional night in the same room. The original price for the desired dates remains acceptable to me. Would appreciate your assistance in modifying the booking as we are unable to travel on April 22nd due to our location and lack of flights booked for that date. Thank you.

I made a booking at The Jazz Corner Hotel for what I thought was from 29th July to 2nd August [redacted], but there was an error with the dates. The booking is now for 22nd April. Agoda won't allow me to modify the dates, but I want to keep this booking and add 3 more nights from 29th July to 2nd August to align with our flights. The booking reference is [redacted]29 under G Parker, made on 20th April at The Jazz Corner Hotel [redacted] William Street Melbourne.

Urgent Assistance Needed with Agoda Booking Hello, I made a reservation through Agoda for a one-night stay at Amara Sanctuary Resort Sentosa on the 27th of April. After inquiring with Amara about the payment process (mine was marked as "pay at Property"), the staff informed me that the amount could be settled on the check-in day. They also clarified that no money would be held for a secured booking since I was paying at the property. However, I just received an email from Agoda stating that the card I provided was unable to be processed, despite some funds being deducted. I am currently traveling and will only return to Singapore on the 26th of April. Unfortunately, I do not have another card with me. This situation appears to be a miscommunication, and as a customer, I rely on the instructions given to me. I urgently need assistance as per the email, threatening booking cancellation if not resolved within 24 hours. Any prompt help would be greatly appreciated. Thank you for your attention to this matter. Booking Details: Booking ID: [redacted]09 Date: 27th April (1 night) Accommodation: Courtyard Suite with private jacuzzi at Amara Sanctuary Resort, Sentosa

Hello, I accidentally made a reservation on Agoda due to my phone being accidentally activated in my pocket. I made a payment for a reservation that I do not want. I urgently need Agoda to cancel this reservation as soon as possible since the lodging policy allows cancellations until the 23rd. I kindly request a full refund as this was an unintentional mistake. Thank you for your prompt attention to this matter.

I am extremely disappointed with the hotel provided by Agoda during my recent trip with my family. After traveling [redacted] km to reach the hotel, we were informed that there was a system error and were transferred to a local homestay instead. The new place was infested with mosquitoes and lacked basic amenities. The breakfast provided was subpar, only consisting of bread, butter, and fried eggs. This falls far below any standard one would expect. The hotel owner seemed greedy and did not meet even the basic requirements for guests. I urge Agoda to take responsibility for this situation and refund 50% of the payment. I have attached a picture to demonstrate the poor service received. My booking number is [redacted]. Waiting for your prompt response and if not provided, I will escalate the matter to public media.

I am seeking assistance regarding a situation that occurred with a booking made through Agoda for an airport pick-up. Guests recently arrived at Heathrow Terminal 4 via an outsource car company arranged by Agoda. However, it appears that the hotel also sent a car for the pick-up, resulting in confusion. Despite not requesting an airport transfer through the hotel, they charged for the service citing Agoda's request. The hotel advised contacting Agoda for a refund, as payment was already made through their platform. Seeking resolution promptly to avoid double payment for the airport pick-up services. Thank you.

Today, I received a message around 2:47 pm informing me that my card was charged by ST*PIPI INC JP for a transaction I did not make. I contacted my bank, and they stated it is for a property investment. The only interaction I had with PIPI was when I booked accommodation on April 19. Upon arrival, I encountered numerous issues, such as difficulty obtaining keys and checking in online using the provided phone. Despite attempting online check-in by filling out a form, I couldn't confirm anything. Today, I discovered a charge of [redacted] yen, and I am unsure of its purpose. The accommodation is located at 福岡市博多区那珂1-39-2 NEKO Building [redacted]. I am extremely concerned about this significant charge and request assistance. I would appreciate any advice or help in investigating the owner and the accommodation. Thank you. - P.

I would like to address my concerns about booking number [redacted]96. After viewing your website's pictures, we chose this hotel, but upon arrival, we discovered it was managed by a third party, not the hotel itself. The room we were given was completely different from what was advertised, and we immediately contacted a representative and called the overseas hotline to request a refund and cancel the booking. The local representative and company manager offered a similar unacceptable room due to the one in the pictures still being occupied. This led us to find another hotel. I have emailed your company for a full refund and compensation, but the response was unsatisfactory. Please contact me at [redacted]9, Ms. Lai, to address this matter promptly, or I may need to escalate this issue further.