Agoda Customer Service Issues

I need to cancel my hotel booking (Booking ID# [redacted]89) due to the Coronavirus outbreak in Asia and Singapore. With the increasing number of cases and having a toddler with me, I am concerned for our safety. Uncertain of future travel plans, I kindly request a full refund for this cancellation. South Korea has implemented travel restrictions to Singapore due to the virus, further solidifying my decision. The Loisir Seoul Hotel response offers to change the dates, providing detailed instructions in the email received. The hotel stated that while a free cancellation is possible until February 29th, Singaporean guests are not eligible for this waiver. They have proposed a process to modify the check-in date instead, but any new booking under these conditions becomes non-refundable. I plan to follow the outlined steps to address this change. Thank you. MARILYN CORINNA ANG

Hello, I am Vinu Varghese, and I made a booking for two rooms at Krishna Regency on January 3, [redacted], with Booking IDs [redacted]93 and [redacted]13. I had to cancel one booking on the same day due to a personal issue. When I arrived at the hotel on January 4th, I was informed that they were not accepting any bookings due to maintenance issues. The receptionist mentioned that they had already informed Agoda. However, I did not receive any notification from Agoda regarding this issue. After contacting customer care, my remaining booking was canceled, but the refund has not been received yet despite assurances it would be processed within 7 to 15 days. Subsequent follow-ups with customer care have not shown the refund in my account. My bank has also confirmed no receipt of the refund. It has been over 45 days since the cancellation, and I kindly ask for a prompt resolution regarding this matter. If you require further details, please contact me at [redacted].

Dear Helpdesk, I am reaching out regarding my booking ID: [redacted]93. We booked a hotel room assuming there was free cancellation, only to find out later that it was non-refundable. Due to the current situation in Singapore with the returning foreign workers from China, we needed to arrange a hotel for a 14-day Leave of Absence. Due to a new application requirement that came into effect recently, our original plan was not approved. Unfortunately, we are unable to confirm the arrival date until the Ministry of Manpower grants approval, given the outbreak of the Corona Virus. The hotel has agreed to let us change the dates, but they require confirmation from your end. We are not seeking a refund, simply a modification of the arrival date. We apologize for any inconvenience and appreciate your understanding during these challenging times. Thank you for your assistance.

I was scheduled to move into an apartment at Arcadia Beach Resort in Pattaya, Thailand on February 14, [redacted], for a 20-night stay. Unfortunately, I was unable to access the unit as the entry code provided, [redacted], was incorrect. After speaking with customer service over the phone, I was informed that the correct code should have been *[redacted]*. Subsequently, I made a reservation with another hotel. I have corresponded via email with the property owner/agent, who confirmed that I am eligible for a free cancellation and a full refund. My booking ID is [redacted]89. Please provide me with information regarding the refund timeline via my email, as I have already made alternative arrangements for a 20-night stay in Pattaya, Thailand, and am in need of the refund promptly. Thank you, Brett G.

I would like to request the cancellation of my reservation for February 22-25, [redacted] at V Hotel and Apartel under the name Suzette P. I have not received a confirmation email for this booking, even though the transactions were charged to my credit card. I have been unable to reach your contact numbers as they seem to be busy. I kindly ask for these transactions to be cancelled promptly. Please send your reply to my alternative email address at [redacted] Thank you.

I have made a booking and payment for a flight from Kathmandu to Delhi on 17th of March. My ID is [redacted]21. However, I am in need of a clear copy of my e-ticket for printing purposes. Currently, the confirmation I have is messy and hard to read. Unfortunately, I spent close to 30 minutes trying to reach you on the Indian phone number without any success. It is disappointing and impolite to keep customers waiting like this. I have attempted various methods to contact you without luck. I urge you to improve your customer service and accessibility, as other travel companies are more responsive and helpful. Kindly, send me a proper e-ticket promptly.

Hello, my partner and I had plans to visit Thailand from February 20th to 29th. With the current coronavirus situation, we have decided to reschedule our trip. We made a reservation through Agoda via booking.com for one of the properties. The booking ID for that reservation is [redacted][redacted]4. We have been informed by the property that we need to cancel the booking and request a refund through the booking agency. Can you please assist us with canceling the booking and arranging for a full refund under these exceptional circumstances? Thank you for your help.

Hello, My name is Branco Laguna. Today I had a reservation at Best Western Plus in Glendora, California. I was supposed to meet my girlfriend, but unfortunately, I was in a car accident on the freeway, and my vehicle was totaled (I can provide the police report). I had informed the hotel, but they advised only Agoda can process a refund. Given the circumstances, I was unable to make it to the hotel and had to cancel my plans with my girlfriend. Therefore, I kindly request a one-time refund due to this unforeseen event. Your understanding and assistance on this matter would be greatly appreciated. Thank you, Branco Laguna

Hello, I recently checked in on the 15th of February at Brijwasi Lands Inn in Mathura. Upon moving to the room with our luggage, we received a call from the receptionist informing us that the booking had been cancelled. He now expects us to rebook at the hotel's price, not the rate we had secured through Agoda. I need to speak with a customer care agent to address this matter since I have already paid through Agoda and cannot afford to pay twice. Please assist in resolving this issue by applying the previous payment I made; I am unwilling to pay the hotel price again.

To whom it may concern, I appreciate your attention to this matter. My name is Branco, and I had made a reservation through Agoda for a one-night stay at the Best Western Plus hotel in Glendora, California, US from February 14 to February 15, [redacted]. Unfortunately, I was involved in a car accident with two other vehicles on the freeway while en route to meet my girlfriend, forcing me to cancel our plans and the reservation. I have a copy of the police report detailing the incident. The hotel staff has agreed to a refund under the circumstances, but as I made the booking through Agoda, they informed me that the refund must be processed by Agoda. I kindly request your assistance in issuing a refund for the canceled reservation. Your prompt attention to this request would be greatly appreciated. Thank you, Branco L.

Hello, I made a hotel reservation on February 12, [redacted], under the name Mr. Mishkalino Faro at The Orleans Hotel in Las Vegas from September 9th to September 14th, [redacted]. Unfortunately, there are two mistakes in my reservation. Firstly, I misspelled the email address as [redacted], but it should be [redacted] Secondly, I accidentally closed the page without noting the booking confirmation ID. Could you kindly send the reservation confirmation to [redacted]? Also, there is a special request for adjoining or nearby rooms. The other reservation is under Jose Velandria with the booking ID [redacted]30. Thank you.

We made a reservation through Agoda for our stay in Manila from April 13-20, [redacted]. Initially, we wanted to book Hotel [redacted] but it was unavailable, so we booked and stayed at Makati Diamond instead. However, on February 14, [redacted], we saw that Hotel [redacted] had availability for our dates, so we booked it with the understanding of free cancellation until April 12, [redacted]. We tried to cancel Makati Diamond, only to find out it was non-refundable. Surprisingly, Hotel [redacted], despite stating free cancellation, was also non-refundable. Frustrated, we contacted customer service, and after waiting for a response, we received an email on February 18, [redacted], confirming the non-refundable status. This experience has been disappointing, especially considering we had booked a total of 16 nights through Agoda. The discrepancy between the advertised free cancellation and the actual policy is misleading.

Subject: Request for Refund Due to Coronavirus Concerns Hello, I recently made a reservation through Agoda for a two-night stay at your hotel on 10.4.[redacted] and 12.4.[redacted]. Unfortunately, with the ongoing Coronavirus situation globally, following guidance from the Ministry of Health in Israel, my family and I have decided to cancel this reservation for the safety of everyone. I kindly request a refund for this booking and hope to visit your hotel in the future when circumstances improve. I appreciate your understanding and assistance in this matter. Best regards,

Hello, I made a reservation through your service on January 11, [redacted], for one night at the Quality Inn in Orleans, located at [redacted] St. Joseph Blvd, Orleans Ottawa, ON K1C1T1, Canada. The confirmation number is [redacted]09 and the itinerary is KZQJNM. Unfortunately, my stay did not go well. There were several issues such as no hot water, drugs found on the floor, lack of blankets, broken toilet seat, no safety exit plan, and cockroaches in the room. The bathroom was also not clean. I am requesting a full refund of $[redacted].23 CAD for this unpleasant experience. I would like to be updated on the actions taken to prevent others from booking in this substandard hotel. Thank you. - Serge G. [redacted]

Subject: Unpaid Payments for Montrose Estates Property No. [redacted] Good morning, I would like to bring to your attention that Montrose Estates Property No. [redacted] has outstanding payments totaling approximately $10,[redacted] dating from 7/6/[redacted] to December [redacted]. Despite numerous attempts to address this matter, I have been unsuccessful in resolving it thus far. It is concerning that Agoda does not recognize my Property No. when I attempt to contact them, although it is used for guest bookings. The frustration regarding this unresolved issue is significant given the substantial amount involved. Although this message is not from the registered email address, please respond to our official email [redacted] to ensure I receive your reply promptly. Your acknowledgment and assistance regarding this outstanding payment matter would be greatly appreciated. Thank you for your attention to this urgent request. Sincerely, J. Lavery Estate Manager Montrose Estates

I need assistance with a cancelled Celebrity cruise and a refund of my money for Booking ID- [redacted]94. Thank you. --- Subject: Submission Confirmation for Hotel [redacted] Dear Hotel [redacted] Singapore, I am confirming receipt of the below information for Booking ID- [redacted]94. Please proceed with refunding my money and cancelling the booking, as the Celebrity Cruise was cancelled due to the coronavirus situation. I have been informed that Agoda is awaiting the cancellation to process my refund without any penalty. These are exceptional circumstances which require cancellation without any penalties. Thank you. --- Dear Royal Caribbean, Regarding my upcoming Asia cruise aboard Celebrity Millennium, I have been informed about the cancellation due to the coronavirus situation. I am grateful for prioritizing the health and safety of guests and crew. I understand the complexities that led to this decision and appreciate the full refund and the 50% Future Cruise Credit provided to booked guests. Thank you for addressing this unfortunate situation promptly. Sincerely, [Initials]

On Friday, February 13th, I booked a one-night stay at the Best Western Apartments in Brisbane City through Agoda. When I arrived for check-in on Saturday, February 15th, I was surprised to be asked for a $[redacted] bond, which was not mentioned during the booking process. I paid with Afterpay and felt embarrassed as the concierge discussed this in front of other guests. Despite checking with the hotel beforehand, the bond requirement was not communicated. Any assistance on this matter would be greatly appreciated. You can reach me at [redacted] or [redacted]. - April P.

I made a booking, paid for it, and then it was canceled by the hotel. They mentioned issues with Agoda not charging the correct amount. I paid $[redacted].30, but the motel received just over $[redacted], leading to the cancellation. This booking was for my partner's birthday, and now I am out of pocket and unable to gift this to him. I am upset and seek a full refund and a resolution to this matter. I took time off for this weekend and cannot afford a new booking. I need a good explanation and action on this promptly. If I do not hear back within 24 hours, I will escalate this further.

Hello, I would like to request a change of dates for my Agoda bookings with numbers [redacted]81 and [redacted]45 from the current dates to 19-26 October [redacted]. I understand that my reservations are non-refundable, but due to the ongoing coronavirus situation, I feel it's necessary to postpone my trip to ensure everyone's safety. I reached out to the property through Agoda using [redacted] and was told that changing the dates would be possible. I attached the conversation for your reference. Please, could you check and assist me with moving the bookings? I have a strong desire to visit Korea and would greatly appreciate your help in rescheduling without losing the money I worked hard for. Thank you very much.

Respected concerned authorities, I am writing to follow up on my previous email to Agoda and the merchant Hotel Supreme regarding a reservation cancellation on February 13, [redacted]. The Hotel Booking ID is [redacted]56. I am seeking assistance in obtaining a full refund for Agoda Booking ID [redacted]56 in the amount of PHP 18,[redacted].00 due to unforeseen circumstances related to global travel restrictions caused by the coronavirus outbreak. Passengers are now unable to travel as planned due to quarantine requirements upon returning to the Philippines from Singapore. Although I have been informed by your customer service that the refund was approved and supposed to be returned to the debit card used for the booking, I have yet to receive the payment. I kindly request prompt resolution of this matter so that I can reimburse my guests before their scheduled return to the USA on February 22, [redacted]. I appreciate your attention to this urgent issue and look forward to a positive response. Thank you. Best regards, M.T. Arceo Owner of ITT Travel & Tours