Agoda Customer FAQ

We're sorry to hear you're having trouble cancelling your booking. Please ensure you're following the correct cancellation process. Firstly, log into your Agoda account and find your booking under 'My bookings'. There should be an option to 'Cancel' or 'Modify' your booking. If you're still having trouble, it may be because the booking is non-refundable or is currently within its cancellation period. Please check the terms and conditions of your booking for more information. We regret any inconvenience caused to you and appreciate your understanding.

If you're not receiving emails from Agoda, please first check your spam or junk mail folder as sometimes emails can be redirected there. If the emails are not there, check your Agoda account to make sure your email address is correct. You may also want to add Agoda to your email's safe sender's list to prevent future emails from being marked as spam. It's important to stay updated via email as Agoda sends confirmation, cancellation, and amendment details, as well as payment receipts through this medium.

We're sorry to hear about the issues you're experiencing with your payment. This could be due to a few reasons such as a miscommunication or an error with the hotel's payment system. We highly recommend getting in touch with our customer service team with your reservation number and associated details. They would be in the best position to investigate this further and assist you to resolve the payment issues. Your satisfaction is our utmost priority, and we love helping out our customers!

No, currently Agoda does not support the merger of two accounts. Each account is linked to a unique email address and cannot be combined with another. If you've accidentally created two accounts, we recommend you choose one to keep active and make all future bookings through that account to ensure your bookings and loyalty rewards are all in one place.

To change the email address for your booking on Agoda, you'll need to log into your account first. Once logged in, click on 'Manage My Bookings' or 'My Bookings'. Find the booking you wish to amend, and there you can change the email associated with that booking. Please remember that any change will update your Agoda account's main email too. Make sure you enter your new email correctly to ensure you receive all necessary booking updates and confirmations.