Agoda Customer Service Issues

Subject: Change Request Confirmation Needed for Booking ID [redacted]21 Dear Agoda Customer Service, I am writing to request your assistance with confirming a recent change made to my booking at Tiger Machan Resort. I had requested the dates to be shifted from 17-19 Jan. to 21-23 Jan. via an online chat with your Customer Service. The adjustment included switching the order of stays between Tiger Machan Resort and Bissau Palace in Jaipur without altering the duration of my stay. Despite the change being acknowledged by your agent during the chat, upon checking in at Tiger Machan Resort tonight, I was informed that they had not received any notification regarding the amendment from Agoda. I kindly ask for your help in sending them an official confirmation of this alteration to avoid any issues during my stay. Unfortunately, I did not capture a screenshot of the chat, but my travel companion and driver can verify the modifications were agreed upon. Your prompt attention to this matter would be greatly appreciated. Sincerely, N.L. Agoda VIP Member

Dear All, I am kindly requesting a refund for the cancellation fees as the situation arose due to a misunderstanding and mismanagement by the booked hotel. I had reserved a room at Paleraie Hotel in Tozeur from January 4-10. Unfortunately, I could not make it on the 4th due to illness and lack of available flights. I proactively called the hotel three times beforehand to explain my situation and confirm my arrival on the 5th of January. They assured me that it was not a problem and confirmed my reservation. Even on the day of arrival, I called from Tunis airport to inform them that we would be arriving at 5 pm, and they again confirmed everything was fine. However, upon reaching the hotel at 5 pm, I was surprised to find out that my booking had been canceled. I was left with no choice but to make a new booking. This was highly unprofessional and incorrect. I hope for a favorable resolution to this matter. Thank you and best regards, Amel Blouza Booking ID: [redacted] Booking Reference Number: [redacted] Member ID: [redacted]

Dear Sir/Madam, I would like to inform you that on the 18th of January [redacted], my wife and I mistakenly booked a two-night stay at Beaches Serviced Apartments in Nelson Bay, Australia. We actually thought the apartments were located in Nelson, New Zealand. Upon realizing this error after receiving the confirmation receipt, we immediately reached out to Beaches Serviced Apartments for a refund. They kindly agreed but stated they needed approval from Booking.com since we booked through them. Upon contacting Booking.com, they confirmed that Beaches Serviced Apartments agreed to the refund but redirected us to Agoda as the booking was made through them as a third party, which we were unaware of initially. I kindly request your assistance in approving the refund with Beaches Serviced Apartments in Nelson Bay, Australia. We have communicated with Melissa and Michelle from the establishment and they are awaiting your approval to process the refund. Feel free to contact them at +61 02 4[redacted]. Best regards, Neil and Laurice Matheson

Hello Team, I have been experiencing great difficulty trying to reach Agoda's customer service. On December 28, I made a hotel booking through Agoda, and it has been a very concerning situation unlike any I have faced before. The stay was insecure and intimidating. The hotel contact information provided turned out to be incorrect, with the owner using a different unresponsive number. Agoda also attempted to contact them to no avail. I only stayed for 14 hours due to safety concerns, and had to book another hotel for accommodation. I kindly request a refund. I urge Agoda to verify contact numbers before listing properties to avoid such issues in the future. The lack of basic amenities like water and poor restroom conditions made the stay incredibly unpleasant. It was an unfortunate experience, and I hope other travelers do not face similar situations.

I have been trying to reach your customer service hotline multiple times without success. Hotel Booking ID: [redacted]76 Client: Oi Ling Lo (Agoda VIP) I am requesting to cancel my booking in Macau scheduled for check-in on 23/1 and check-out on 27/1 due to the following reasons: - Spread of the virus disease in Macau - Cancellation of all fireworks and festive celebrations by the Macau Government on 27/1 - Hotel promotion lowering the price below my booking rate on 23/1 - Lack of hotel policy allowing me to cancel and get a refund In order to maintain a positive relationship, I kindly ask for the cancellation and a refund to my credit card. For confirmation and any additional information, please contact me at [redacted]0. Thank you, Oi Ling Lo

Hotel Booking No. [redacted]76 I am requesting to cancel my hotel reservation made on 23/1 for Macau, with check-in on 27/1 and check-out on 28/1 due to several reasons: - The current virus outbreak in Macau. - Cancellation of events on 27/1 by the Macau Government, which was the main reason for my visit. - Absence of a hotel cancellation policy when I made the booking. - Price drop by the hotel on 24/1, lower than my booking price. I am an Agoda VIP and have a long-standing relationship with your hotel. I kindly ask for assistance in canceling my booking and receiving a refund to my Credit Card. Please contact me at [redacted]0 for confirmation or any additional information needed. Thank you for your help. Sincerely, Oi Ling L.

I made a reservation this afternoon at Madison Capital Executive Apartments in Canberra, Australia through "getaroom.com." The booking was for 2 rooms on the 14th of March. The agent provided me with booking number R[redacted] and quoted a rate of $[redacted] per room totaling approximately $[redacted]. While I was assured an email confirmation would be sent to my address at [redacted], I have not received it. Upon cross-checking with the hotel under my name, Geoffrey Ray, the booking was confirmed for $[redacted]. However, my bank statement shows a charge of $[redacted].69, which exceeds the initial quote by $[redacted]. I am puzzled by this discrepancy and request your prompt assistance in processing a refund for the overcharge. If possible, please reach out to me at home phone number +[redacted]0. Thank you. Geoffrey Ray

I reserved a room at Hotel Lis Baixa through Agoda on Rua dos Duradores in Lisbon. Agoda confirmed my reservation for a superior family room via email. However, upon arrival, the hotel provided a standard room, claiming they did not receive the correct reservation from Agoda. The hotel informed me it was not their responsibility and advised me to address the issue with Agoda directly. Unfortunately, Agoda's call center and website are currently inaccessible. Can anyone assist me with this situation?

Dear Sir/Madam, On Saturday, 18th January [redacted], my wife and I unintentionally booked a two-night stay at Beaches Serviced Apartments in Nelson Bay, Australia for Wednesday, 11th and Thursday, 12th March [redacted]. We mistakenly believed the apartments were in Nelson, New Zealand. Upon realizing our error from the confirmation receipt, we contacted Beaches Serviced Apartments, who agreed to refund us but needed approval from Booking.com as we booked through them. After contacting Booking.com, they informed us to reach out to your company, Agoda, as the booking was made as a third party. We were unaware of this until Booking.com and Beaches Serviced Apartments mentioned it to us. We are seeking your approval for the refund. We have been in touch with Melissa and Michelle at Beaches Serviced Apartments, who are awaiting your confirmation. You can contact them directly at +61 02 4[redacted]. Yours sincerely, Neil and Laurice Matheson

Dear Support Team, I recently made a reservation for an overnight stay at District 21 Hotel on January 26-27 under the name of RG John Montalvo. However, I discovered that the reservation was unexpectedly cancelled on a different account, and I did not initiate this cancellation. I have reached out to District 21 Hotel and they confirmed that there was no reservation made through Agoda. Despite this, the amount for the reservation has already been deducted from my account. I have relevant screenshots of the transaction and received an email confirmation for the reservation. I am perplexed as to why the reservation was cancelled and am eager to resolve this issue promptly as I need the accommodation for tomorrow. If reinstating the reservation is not feasible, I would appreciate a refund in light of these circumstances. Your prompt attention to this matter would be greatly valued.

Hello, I have a booking at Haven Seminysk from February 14th to 19th for myself and my daughter. I initially booked and paid for a room, but since it's her birthday, I wanted to surprise her with a one-bedroom suite. After checking prices online, I found some that suited me. I contacted Agoda for a quote with my previous discount, but it seems I have accidentally been charged for an additional stay of $[redacted]. I only need to change my existing booking (number [redacted]25) from a standard room to a one-bedroom suite. I do not require any extra rooms. Could you please refund the extra charge back to my bank account? Thank you, Margaret M.

Subject: Regarding Booking ID: [redacted]08 Hello, I have been attempting to reach you through the toll-free numbers [redacted] and [redacted] but have been unsuccessful. I mistakenly clicked the "Book" button while browsing the Agoda website for the City Garden Hotel in Hong Kong. I kindly request that you do not charge me for this booking and cancel it immediately. If payment has already been processed, I would appreciate a refund. As a loyal customer, I look forward to booking with you in the future. I apologize for any inconvenience this may have caused and request prompt assistance. Please contact me via email at [redacted] as soon as possible. Thank you, Wilson Uy

Hello, I wanted to inform you that I have a confirmed booking at the Hong Kong Novotel Citygate through Agoda for Feb. 21 to Feb. 25, [redacted], with booking ID #[redacted]68. Unfortunately, we are unable to proceed with our stay due to the rapid spread of the severe Corona Virus in Hong Kong. For safety reasons, we have an infant and child accompanying us on this booking, and we have received a travel advisory from PAL advising against travel to Hong Kong. PAL also provided an advisory for rerouting, considering the safety of our children. Therefore, I kindly request a refund for the room charges to be processed back to my credit card. I appreciate your prompt attention to this matter, as our reservation date of Feb. 21 is quickly approaching. I look forward to a swift and positive resolution. Best regards, Brenda P.

My wife and I experienced a travel nightmare recently. We had pre-booked and paid for a room at OYO [redacted] Hotel Grand Heritage in Mumbai through Agoda for the night of January 18th. Upon our arrival at 1:00 AM, we were shocked to find out that the hotel had no room available due to their terminated partnership with OYO. After a failed attempt to find alternative accommodation, we pleaded with the hotel to help. When we contacted OYO, they unhelpfully advised us to contact Agoda instead at 4:00 AM. Eventually, the hotel allowed us to rest on the office floor. For verification, you can contact the hotel manager, Mr. Mohd. Shad, at Grand Heritage Hotel, phone number [redacted] 26 52 55 22. We are seeking a refund from Agoda for the booking, compensation for the inconvenience, and further assistance for our upcoming travel in India. Our Agoda booking ID is [redacted]38. Thank you. - Nayan Mehta

Inquiry About Booking Cancellation I am seeking clarification regarding the cancellation policies of booking ID [redacted]30 and [redacted]78. According to the email response from Agoda Customer Service, it seems that booking [redacted]30 is eligible for free cancellation while [redacted]78 is non-refundable and cannot be modified. The email states that failure to show up for booking [redacted]78 will result in no refund as per the property policy. Please confirm if these details are accurate. Thank you.

I noticed a discrepancy on Agoda's listing for Abigail's Hotel in Victoria, BC regarding their policy on children under 13 staying for free. Abigail's Hotel actually has a minimum age limit and does not permit children under 13 to stay. This misinformation could have led to a frustrating experience if I had booked based on this inaccurate information. I am hesitant to use Agoda in the future due to this lack of accuracy. Additionally, the difficulty in reporting issues without a booking ID is concerning. I had to seek help through alternative means, affecting my trust in the platform. I recommend correcting the information on the Abigail's Hotel listing to prevent similar issues for future customers. Moving forward, I hope Agoda will implement a policy change to provide customer support even before a booking is made.

Hello, I am reaching out regarding Booking ID [redacted]60 and Booking ID [redacted]76. I was informed that charges were applied due to a no-show, but I did not receive an email confirmation of the booking. When I contacted RF Linshen hotel, they mentioned the charge for the no-show but informed me to have Agoda liaise with them directly, which I did by email, including the hotel's response. Despite providing my mobile number and preferred contact times, I did not receive any calls. I have been attempting to contact Agoda but have been unable to reach anyone. It has been over a month without any resolution or response on this matter. I am a loyal Agoda user, but the lack of communication is disappointing. Please address this issue promptly. Thank you, Cristina

Hello Agoda team, I am writing to address a recent issue I encountered with a booking I made through your platform. I have been a frequent user of Agoda and recently booked two hotel stays, one local and one international. However, a booking made this week did not go as smoothly as expected. The hotel was listed as having "FREE CANCELLATION until 29th of January," but when I tried to cancel due to a change in plans on the 28th, I found out it was already non-refundable. Despite my mistake in assuming it was free to cancel, I believe it is unfair to charge a 3,[redacted] pesos cancellation fee when I only tried to change the date. I am respectfully requesting a waiver of this fee. If I had known earlier about the cancellation terms, I would have reconsidered booking. Please find my booking details for your reference: Booking ID: [redacted]44 Hotel: Urban Travellers Hotel Address: [redacted] Zamora Street, Rotonda, Pasay, Manila, Philippines Thank you for your understanding and consideration. Sincerely, Engr. Sir Duke A. E. +[redacted]25 Antipolo City, Rizal, Philippines

I attempted to book a room at Andes Suite in Pampanga, Philippines, but the booking did not proceed to the confirmation page. When I refreshed, the room was no longer available. I believe I missed the sale because I did not receive a payment confirmation. Also, I did not receive a One-Time PIN, further leading me to believe the payment was unsuccessful. Consequently, I booked a room at Hotel Snow in Pampanga, where the payment went through, and I received a confirmation. However, I realized I was still charged for the first booking. I would like to only keep the Andes Suite booking and cancel my reservation at Hotel Snow. Kindly refund the full amount for the Hotel Snow booking.

Subject: Disappointing Experience with OYO Flagship [redacted] Peanut Inn, Nagpur I would like to express my disappointment with the service I received during my recent booking at OYO Flagship [redacted] Peanut Inn in Nagpur. I made a reservation on Agoda under the lead guest name Sunil Kumar for check-in on 28th January and check-out on 30th January with Booking ID [redacted]53. However, upon arrival, my guest was denied check-in due to the property being overbooked. The experience was a nightmare, and it raises concerns about the integrity of the booking system. It seems unacceptable that an overbooked hotel would be advertised on Agoda. I suspect that the staff may have tried to rent out the room for additional profit, leaving my guest without accommodation, leading them to find alternative arrangements 10 kilometers away. I request immediate action to address this issue and a full refund of my booking. This level of service is truly disappointing. Thank you.