Agoda Customer Service Issues

Booking Reference: [redacted] I am currently staying at the location mentioned above, and I am experiencing several issues. The WiFi is not working, there is no TV in the room, and the design of the toilet is peculiar. Additionally, the bungalow pool is not private as it is open to the neighboring bungalow. Furthermore, there seems to be a bug infestation as the room beds have bugs, and there is no pest control in place. It is challenging to contact the reception as there are no phones in the room, and I have to physically go there whenever I need assistance. If you could address these concerns promptly, I would greatly appreciate it. You can reach me at this number: [redacted]44.

I am the accounting manager for DoubleTree by Hilton in Columbus, GA, USA. I require assistance in obtaining a virtual card number for a previous stay that is not available in our records. I am looking to communicate with a customer service representative directly. We are in the process of discontinuing travel agency access to make reservations at our location if we cannot establish contact over the phone. Unfortunately, I have been unsuccessful in reaching anyone from your team through phone calls. Failure to establish communication via phone may result in the inability to make reservations at our hotel in the future.

In June and July, we made hotel reservations in Japan for our trip from December 27 to January 3. However, we opted to cancel our vacation plans between October and November. I took the necessary steps to cancel ALL the bookings, ensuring to adhere to the free cancellation policy's timeframe. Unexpectedly, our credit card was charged for two bookings - one amounting to over P90,[redacted] and the other over P70,[redacted]. To add to the confusion, although I cancelled all bookings in the first or second week of November, Agoda's records indicate they were only cancelled yesterday. This discrepancy has caused undue confusion and inconvenience.

Hello, I used my debit card to book a reservation at Seda Vertis North from December 7-9, [redacted], with booking number [redacted]16. After receiving an email from AGODA about a cancellation due to a technical error, Php10,[redacted].82 was debited from my account. Despite it being December 21, [redacted], the amount has not been refunded. I am aware that refunds can take up to 30 days, but given the circumstances of the cancellation, I kindly request an expedited process. For updates, please contact me at "[redacted]" or reach me on my mobile number +[redacted]70. Thank you.

I booked Hotel Lalit from December 30, [redacted], to January 1, [redacted]. When I made the reservation, the website did not specify that there would be a mandatory Gala dinner charge by the hotel. Although the booking confirmation PDF mentions that the Gala dinner on the 31st is not included, it does not state that the amount is mandatory and will be charged by the hotel. I have already raised this concern and am looking for a resolution. I am extremely disappointed with this misrepresentation and I may have to explore legal options. Your assistance in this matter would be greatly appreciated.

Hello, my name is Fransiska Stefanni. I made a reservation for a 13-day stay at K-Pop Guesthouse Seoul Station starting today, December 21, [redacted]. I have already paid in full for this booking. I have decided to cancel my stay at this guesthouse due to a few reasons: there is no elevator, my room is on the 5th floor, the heater is not functioning properly, and the shower is also not working well. I intend to cancel my stay and relocate to a different hotel. I appreciate your assistance. Thank you.

I canceled booking ID [redacted] this morning and received MYR [redacted].20 in Agoda cash. I then rebooked with booking ID [redacted] but couldn't use the Agoda cash. A new charge of MYR [redacted].40 was billed to my debit card. As a 70-year-old lady new to your website, I kindly ask for the MYR [redacted].20 to be refunded to my Visa card. This amount was deducted from my Visa card initially. I appreciate your help and hope for a swift resolution to this matter. It would restore my trust in your service, ensuring I'll choose your website for future reservations. Thank you.

Dear Sir or Madam, I should be on a flight to Zurich right now to spend Christmas with my son's family. I booked a room at the B&B Hotel Zurich East from 21.12. to 25.12. Unfortunately, I fell ill overnight with a severe cough or bronchitis and couldn't fly. My bag is packed and ready. I have been unable to reach the telephone number provided. As a result, I am writing this message. My son already visited the hotel today and explained the situation. How can we please resolve this issue? I would like to stay at the hotel in Wallisellen on my next visit, could you please credit this for me? Booking ID [redacted]23 Member ID [redacted]90 Thank you and wishing you a Merry Christmas and a Happy New Year, filled with good health. Best regards, J. B.

I made a hotel reservation in Guam through Agoda for a stay at Royal Hotel from December 2nd to 5th, [redacted]. I have received confirmation with reference number [redacted]76 after booking with my credit card. Upon checking with my bank, I discovered that Agoda had charged me twice. I contacted the Royal Hotel, and they confirmed only one charge on their end. It seems that Agoda still has the extra charge, and I am requesting a refund for the duplicate payment. I am eagerly awaiting a response from Agoda.

I need assistance with cancelling a booking made through Agoda for Merchant Hotel in Port Dickson, Malaysia on December 23rd to 24th. I have not received an email or a booking number from Agoda. I contacted the hotel, and they could not find any reservation under my name for that date. I am struggling to reach Agoda in Malaysia because they require a booking number. Please respond promptly via email. Thank you.

I booked through Agoda with reservation ID [redacted]08 and understand it's non-refundable. Unfortunately, my daughter had a medical emergency requiring neurosurgery, and we've been advised against travel for 90 days. I've emailed a cancellation request with medical certificates for review and refund consideration. Could you please provide an update on the status of my request? Thanks. - Debasis Chaudhuri

I need assistance regarding my booking ID # [redacted]65 with a check-in date of January 29, [redacted]. I am currently hosting a guest and had previously searched for the Ramada hotel for the dates of 29/1-31/1 ([redacted]). My phone and web browsing history had cached this information. However, when I was looking at other hotels on Agoda for 20/1-22/01 ([redacted]) and then decided to book the Ramada again, it automatically reverted to the cached date without me noticing, resulting in the booking for 29/1-31/1. I have already made a new booking with Agoda for the correct dates. I kindly request to cancel and refund me for the original booking from 29/1-31/1. It was a confusing consumer experience as my cached history was used without my intention. The amount of $[redacted] is significant to me, and I have contacted via email and phone immediately after realizing the error. Thank you for your understanding.

Dear Sir/Madam, I would like to address my recent booking at Arika Villa in Dambulla, Sri Lanka, with reference number [redacted]87. The reservation was for December 19th and 20th, [redacted]. Although I stayed at the property on the 19th, on December 20th there was heavy rainfall while we were out sightseeing. The property and its access road were flooded by a nearby stream, rendering it inaccessible. I attempted to contact the management via phone but received no response, leading me to stay at another hotel that night. The following morning, the floodwaters had receded, and I was able to retrieve my belongings. The property's management assured me that I am entitled to a refund for one night, to be processed through Agoda. I kindly request a refund for the booking on December 20th, [redacted]. Best regards, M. S. Ahmad

Good morning, I would like to share my experience at the Diamond Plaza Hatyai Hotel with booking ID [redacted]49. During my checkout on 17/12 (Tuesday) from room [redacted], I realized I had left my sweater in the restroom. Despite contacting the hotel promptly from Koh Samui, no one followed up. When I returned as a guest on 19/12 (Thursday) with booking ID [redacted]61, staying in room [redacted], I asked about my black sweater. Despite showing them a photo, the staff couldn't locate it. I strongly believe my sweater was left in the restroom and wonder if it was mishandled by housekeeping. It's disappointing. I request a review of the CCTV footage outside the room and a prompt response. Thank you.

We made a reservation for 5 nights in Ho Chi Minh city, with Booking ID [redacted]40. After changing hotels to have kitchen access, we were disappointed upon arrival at the new place. Despite a late arrival due to a medical emergency and difficulty finding the correct address, we were shown to a room with a mattress on the floor. In the morning, we discovered the toilet was dirty, Wi-Fi was not working, and the kitchen was missing, contrasting the advertised amenities. With the help of the staff, we were moved to a room with a proper bed and promised a kitchenette instead of the private kitchen featured in the ad. Though appreciative of the staff's efforts, we are frustrated by the misleading advertisement, which has made our stay uncomfortable. Due to travel exhaustion and an injury to my boyfriend's ankle, we prefer not to relocate but seek some form of compensation for the inconvenience and discrepancy from the original booking description.

I, Prakash, booked a room at Airport Inn for December 18th to 19th, [redacted]. The payment was deducted, but upon arrival, the hotel rejected my booking, stating they do not accept reservations from Agoda or Oyo. This was unexpected and caused last-minute stress in finding alternative accommodations. I contacted Oyo, and they confirmed with the hotel that a refund would be processed by Agoda. I am disappointed with the service provided and request a prompt refund of the amount deducted. - Prakash

Good evening, I arrived at Oyla Cottages Yercaud around 3:30 pm with my family (Booking ID: [redacted]33). Unfortunately, I found that the property is not easily accessible for senior citizens with knee issues. Despite the challenges, we managed to get them to the cottages. However, due to this issue, we are unable to explore Yercaud as planned and have decided to cut short our trip and leave in the morning. As there are no other available hotels nearby at this late hour, we will have to stay here tonight. This situation has been very inconvenient and has affected our holiday. Therefore, I kindly request a cancellation of half of the booking and a refund for that portion. I hope Agoda can assist with this matter promptly. Thank you for your attention. Best regards, Sheetal

Dear Agoda Team, I want to bring to your attention my recent disappointing experience at The Great Madras Hotel. Upon checking in on December 18th, I encountered several issues that I feel compelled to address: 1. The lack of sufficient staff members at the reception resulted in long waiting times. 2. There were bed bugs in the room, leading to insect bites on my back. 3. Despite being moved to a different room, the conditions were subpar with various problems that were reported to Mr. Satiman from room [redacted], including issues with the jet spray, dirty sofa covers, and shower leakage. 4. Additionally, we faced difficulty with room access due to malfunctioning keys. I must say that I am thoroughly dissatisfied with the level of service provided by The Great Madras Hotel. I urge you to conduct an inspection of the hotel rooms as the current state is far from acceptable. Upon my return to India, I plan to escalate these concerns to the relevant authorities and I cannot in good conscience recommend The Great Madras Hotel to anyone. Sincerely, A Disappointed Customer

Hello Agoda Team, Mr. Louis (GM of The Great Madras Hotel), and Mr. Satiman (Supervisor at The Great Madras Hotel), I made a reservation at this hotel based on positive online reviews, but I now suspect they may be fake. My stay at The Great Madras Hotel began on December 18th. 1. There is a lack of staff at the hotel, causing long wait times at the reception. 2. There were bed bugs in my room, resulting in multiple bites. Please see the attached photo. 3. Despite changing rooms, the second room was in worse condition. We reported issues to Mr. Satiman from Room [redacted], including a faulty jet spray, dirty sofa covers, and shower leakage. 4. We experienced key card malfunctions, leading to additional delays at the front desk. I am extremely unsatisfied with the services provided by you and your hotel. Agoda Team, I urge you to inspect the hotel rooms firsthand before endorsing them on your platform. Upon my return to India, I plan to escalate these concerns to the relevant authorities and will not recommend The Great Madras Hotel to anyone. I request Agoda Team to consider issuing a refund for my disappointing experience.

Hello, I recently realized I booked the wrong hotel due to similar names. The two hotels are far apart, so I would like to transfer my booking to another hotel. Unfortunately, I missed the refund period. I understand this mistake is mine, but I would appreciate any assistance in transferring my reservation. Current Booking: Holiday Inn Glenmarie Desired Booking: Holiday Inn Express In case you need to contact me, please reach me at [redacted]. Thank you.