Agoda Customer Service Issues

I made a reservation at the Tainan [redacted] House Inn for January 11th and received an email with booking ID: [redacted]85. However, upon arrival, I was informed by Mr. Yang about a double booking and payment issue for two rooms with the same name and date. I was surprised by this as I only received one confirmation email with ID [redacted]85. Mr. Yang suggested contacting Agoda for a refund on the second room. I am requesting Agoda to investigate and refund the payment for the extra room (booking ID [redacted]17) as I only intended to book one room. I was unaware of booking two rooms with the same details on the same date. Your prompt attention to this matter would be greatly appreciated. Thank you, M.F. Lim

I need to report an issue with a reservation made through Agoda for a stay at Outlook Ridge, Baguio, Philippines from Jan. 2-4, [redacted]. Despite receiving a confirmed booking (ID [redacted]92) for room [redacted] on Jan. 1, [redacted], upon arrival on Jan. 2 around 2pm, we were informed by Ms. Irish at reception that room [redacted] was not available. This is the first time we have experienced a confirmed booking not being honored. It appeared there was a problem with the hotel's system not syncing with Agoda's records. After a lengthy wait, we were offered a choice between two rooms. One was clean, while the other was in poor condition past check-in time. We selected the clean room to avoid further delay. I hope this situation can be prevented in the future. It would have been appreciated if the reception staff had taken steps to make up for the inconvenience caused by the wait and the initial disappointment.

I am disappointed with my recent attempt to book the Stratford Hotel London for a two-night stay. Despite finding a great discount offer with a free cancellation pay later option, I encountered an issue with my card payment. Due to the timing of my monthly pay, the full amount was not currently available on my card. I expected the option to pay later to allow for my card to be kept on file without the need for immediate payment authorization for the stay. This experience has left me disheartened since I have not faced such issues with other hotel booking platforms. I want to clarify that my card is valid, and there will be sufficient funds when I receive my payment. Unfortunately, I am unable to take advantage of the discount as initially planned. I am a frequent hotel booker, and this was my first time using Agoda, but this incident has left me disappointed.

Hello, I am currently seeking a refund for the payment I made to book my stay at Hotel Grand Heritage in Mumbai through Agoda. I am Afsal V K and I made the booking with trip number [redacted]6, 40 days in advance for the dates from the 27th to the 31st of December [redacted]. Upon arrival, the manager informed us that all rooms were sold out and we were left without accommodation. Despite numerous attempts to reach Agoda's customer service at the time of the incident and since then, I have been unsuccessful. Following a complaint lodged with OYO, they redirected us to Agoda for the refund process. My only request is to receive the refund of Rs. [redacted] that I paid online for the booking at Hotel Grand Heritage through Agoda. I have encountered difficulties trying to contact Agoda's customer service via the available phone numbers, facing automated responses stating that my call cannot be directed. I have been unable to speak to an Agoda representative regarding my refund. After engaging in an online chat with a Priceline agent, I was provided with a confirmation number: [redacted]58. I kindly request Agoda to process my refund as their customer service has been unresponsive.

Subject: Unacceptable Experience at Hanoi Malo Boutique Hotel - Booking Reference [redacted]56 To Whom It May Concern, I am Hai Pham, a long-time Agoda user with VIP status, writing regarding my recent booking reference [redacted]56 at Hanoi Malo Boutique Hotel. The experience was unacceptable, despite my son showing up for the booking. Prior to the stay, I had made specific requests that were confirmed by the hotel representative. On the day of arrival, despite contacting the hotel multiple times to confirm early check-in, my son was rudely treated upon arrival. The manager, whom I had spoken to previously, was unprofessional and dismissive, leading my son to seek alternative accommodation. I am disappointed by the service received, and I believe it reflects poorly on Agoda. I attempted to leave a review, but it was not accepted. Please ensure that my feedback is shared, as it is crucial for Agoda users to be aware of such treatment at Hanoi Malo Boutique. I trust that Agoda will address this matter seriously and also look into my reservation concerns promptly. Thank you for your attention to this issue. Regards, Hai Pham

In September [redacted], I booked a hotel in Seoul, Korea through Agoda for January 4th to 6th, [redacted]. I encountered an issue during the booking process where the page went blank after entering my credit card details, and I did not receive a confirmation email or see the booking on the Agoda app. This was unlike my previous successful bookings with Agoda. After being notified of a No-Show Booking on January 8th, I reached out to Agoda for assistance. Despite contacting them multiple times, I have not received a resolution yet. Sherman Lim was supposed to escalate the matter to the IT department for investigation, but I am still waiting for an update. I followed up with Kayla on January 11th, and she mentioned that they were still looking into it. As of the end of January 13th, [redacted], I have not received any further communication from Agoda despite attempting to reach out via phone and Messenger.

I have not received a confirmation from Agoda. Honestly, I was unaware that my reservation was made through them; I thought I had booked directly with the hotel. I am looking to cancel, but I am unsure who to contact. Coconut Palms helped me identify that the reservation was made through Agoda. Coconut Palms successfully cancelled the reservation but advised me to reach out to Agoda for the refund. The reservation is under Rick Edwards for 2/15 - 2/17. I am having trouble identifying which email address I used as both of mine are not recognised. I have also tried my husband's email as the reservation was for him, but it is showing technical difficulties. Coconut Palms provided reservation number [redacted].

I am facing an issue where my credit card has been compromised, making it impossible for me to call the provided number. The bookings numbered [redacted]48 and [redacted]06 were made using this compromised card. I have upcoming reservations in Japan that I plan to pay for at the hotel. I believe informing the hotel about my situation should avoid any complications. However, I need to update my payment information. I have a new credit card to provide, but I am encountering difficulties reaching the appropriate contact number. I have attempted to reach out at 1-[redacted] and other numbers, but as my original card is compromised, I am unable to provide the last 4 digits necessary to proceed with the call, resulting in disconnection.

Hello, I made a reservation for two rooms at Lima Coco Hotel in Koh Samet through Agoda for my friends' trip in February. Unfortunately, they had to cancel, so I tried to cancel the reservation on the website. Although it showed as canceled on the site, I never received an email confirmation. Surprisingly, I later discovered that the reservation was still charged to my account. I believe there was a technical issue, as I thought I had successfully canceled. I am reaching out for a refund of the charges and to ensure the reservation is canceled. I appreciate your help as a new customer to Agoda. Thank you, A. Léonard

Dear Customer Service, I have been attempting to register my property on Agoda without success. Initially, I mistakenly listed my property, "RADHUS BOUTIQUE INN," as a Villa/complete building and would like to correct it to a Boutique hotel. I have already re-registered using my new email address, [redacted] Although I received a confirmation email (copy attached below), I have not been contacted by anyone from Agoda. I kindly request your assistance in completing the registration process and updating the property details accordingly. Thank you, AJAZ RADHU Radhus Boutique Inn Opp. Hotel Mandala Fort Road, Leh, Ladakh Phone: 01[redacted]22 Cell: [redacted], [redacted] Website: www.radhusboutiqueinn.com

Hello, I booked Hotel Grapevine in Varanasi for Mr. Shanmugam Suppiah a week ago via your website. I received a confirmation email and the payment was deducted. However, yesterday evening, I received a cancellation email from the hotel. The hotel advised me to contact customer care for more information, but the phone numbers provided are not working. Please verify this booking urgently. Thank you.

On January 5, I mistakenly booked a room at Mandalay Bay in Las Vegas through eMed Events. After receiving the confirmation, I discovered that most of the details were incorrect. Despite contacting Customer Service and trying multiple phone numbers, I couldn't reach anyone to resolve the issue. The charge from eMed Events appeared on my credit card statement, prompting me to contact the credit card company to freeze the payment. I need assistance canceling the reservation and receiving a refund. My husband is understandably upset about this situation.

I made a reservation at Lom Rak Resort in Thailand for a 2-night stay with breakfast included. Unfortunately, the onsite restaurant is closed, and no food or even water is available at the resort. The closest restaurant is 3 km away, contrary to what was advertised. Since we are traveling by bus, we have no way of getting food. We want to cancel our second night and receive a refund, even though the room was stated as non-refundable. Communication is difficult as no one here speaks English, and the manager cannot be reached by phone. To make matters worse, our bathroom was swarmed by ants, and insect repellent was sprayed inside, forcing us to stay outside for hours. We are very unhappy with the situation and intend to depart tomorrow. Please confirm that we will not be charged for the second night and the unavailable breakfast. Thank you for your prompt response.

Subject: Amendment to Reservation - Golden Tulip Bahrain Booking number: [redacted]95 Dear Sir/Madam, I am writing to request an amendment to our reservation (Booking number: [redacted]95) at Golden Tulip Bahrain. We would like to update the booking from four rooms to three rooms for the following guests: Dirk Retzlaff, Jean-Michel Dubus, and Jacobus Meiring. I want to inform you that the initial booking was made using our company credit card, and the payment is scheduled to be deducted on January 19. Kindly ensure that no additional charges will be applied to the three mentioned guests. The invoice should be sent to my email address [redacted], made out to juwi AG RE EMEA, Energie-Allee 1, [redacted] Wörrstadt, Germany. Your prompt confirmation of the amended reservation would be greatly appreciated. Thank you in advance for your assistance. Best regards, Angela Kleinschmitt juwi AG RE EMEA Hotel response on January 17, [redacted]: Golden Tulip Bahrain Hotel Dear Ms. Angela Kleinschmitt, Greetings from Golden Tulip Bahrain Hotel! Please be advised that since your reservation was made through Agoda, we are unable to make any changes to bookings arranged via Online Travel Agencies. We kindly advise you to contact Agoda directly to process any amendments or cancellations to your booking. Thank you for your understanding and cooperation. Sincerely, Angela Kleinschmitt juwi AG RE EMEA

I have made a booking for January 24-26, [redacted] to stay at Summit Circle Galleria Cebu but discovered that the reservation was actually made for Summit Circle Fuente Osmena, Cebu City. Additionally, I intended to book for a guest, but somehow the reservation is under my name. This booking is set as Book Now, Pay Later and I was notified that the charges will be processed on January 21,[redacted]. I promptly contacted Agoda via email to request a cancellation for the previous booking so I can switch it to Robinsons Galleria Summit Circle. Despite my efforts, my request was declined. I need assistance with this matter. I believe that you will handle this situation fairly as it only involves changing the hotel and the guest name. I kindly request to cancel my current booking at Summit Circle Fuente Osmena and relocate it to Summit Circle Robinsons Galleria, Cebu City. Furthermore, I would like to update the guest name to Mr. Henry Mariano. The reservation dates remain unchanged for January 24-26, [redacted].

Dear Sir/Madam, I made a reservation at Sheridan Hotel Boracay for January 2-4, [redacted]. Unfortunately, there was no electricity at the hotel upon our arrival, and we were not informed in advance. Consequently, we sought accommodation elsewhere as advised by the receptionist who promised a refund due to their oversight. I have been in touch with Sheridan for a refund, and they have requested that the booking be canceled on Agoda before proceeding. Could you please assist in canceling the reservation since we were unable to stay at the hotel? Your prompt attention to this matter would be greatly appreciated. Thank you, Jenny J. Booking ID: [redacted]68

I was checking the Agoda site for a one-night stay in Tirupathi today and made a reservation. However, upon arriving at the hotel, they informed me that the reservation was actually for next Monday, the 27th, instead of tonight, the 20th. Despite the reservation being made just a couple of hours ago, the hotel could not adjust it to the correct date. I had to pay for the room tonight at the hotel and also paid Agoda for the 27th. This situation has left me frustrated as there seems to be no way to rectify the error or speak to someone for assistance. I hope to receive a refund for the mistaken reservation. I am disappointed with this experience, and it has made me hesitant to use or recommend Agoda in the future. Thank you for addressing this issue promptly. Warm regards.

On January 3, [redacted], I made a booking on Agoda.com with booking ID [redacted]28 for Php 6,[redacted].39 that was set to be charged to my Debit Mastercard on January 9, [redacted]. I noticed the charge on my mobile banking app for this amount on January 9. However, on January 10, I received an email from Agoda stating that my booking was canceled due to payment failure. Despite my proof of payment through the bank statement, Agoda claims they did not charge my card. After providing screenshots and official bank documents, Agoda is still requesting further documentation with specific bank logos. Even with the additional bank-provided documents, Agoda keeps declining my claim for a refund. I am frustrated and unsure of how to proceed to recover my money. I am hoping Agoda will accept the provided documents and refund me promptly. It is crucial that Agoda assigns one contact person to assist me as I have been dealing with multiple representatives through email communication, adding to the confusion.

We made a reservation at a resort named Love and Peace near Roxas, Palawan for a 4-night stay, but our experience was nothing like the description. Due to the lack of electricity, internet, and phone service, we had to leave after only 2 days. The resort is poorly maintained and in a state of disrepair. We have always used Agoda without issues before this incident. This resort must be evaluated by Agoda as it does not meet its description and requires assessment of its condition. The electronic amenities were insufficient, and the overall state of the property was neglected. The owner seems unwilling to address these issues. We attempted to inform the staff about our concerns but were met with resistance. We are seeking a refund for this unsatisfactory stay, although the website does not provide this option. It would be beneficial for Agoda to investigate and review this property promptly to protect its reputation. As frequent Agoda customers, we value the trust we have in selecting accommodations for our travels.

I am deeply disappointed with the experience I had. What was meant to be a wonderful family getaway has turned into a nightmare. The lack of professionalism I encountered is unacceptable. I was initially reassured that despite the overbooking issue, the alternative accommodation would offer the same amenities as the one I initially booked. However, upon arrival, it was evident that this was not the case. The change in location did not meet my expectations and was a waste of time and money. After expressing my concerns, I was assured by a helpful staff member that the situation would be rectified for my next visit. Unfortunately, the follow-up communication and handling of the situation were extremely unprofessional. Confusing text messages and a lack of proper notification led to further inconvenience and ultimately being told that my reservation had been canceled without proper communication. The entire ordeal was frustrating, especially considering the impact it had on my family. The lack of communication and poor handling of the situation by the staff was unacceptable.