Agoda Customer Service Issues

Dear Agoda Customer Service Manager, Yesterday, I made two bookings. Initially, I booked a room at the DO Hotel in Hanoi but didn't receive any confirmation. Shortly after, I made another booking at the Hanoi Space Hotel, which was successfully confirmed. Later, I received an email confirmation for the first booking. Upon realizing this, I contacted Agoda customer service in Vietnam to request a refund but instead, we agreed to change the booking dates from December 28th to December 30th, [redacted]. I was expecting a follow-up call regarding my booking ID: [redacted]84, but I never received any communication from Agoda customer service in Vietnam. I still haven't gotten any messages or emails addressing my concerns, and even the hotel was unaware of my booking issue. I kindly request a refund as I did not receive confirmation from the Agoda mobile application or customer support. Thank you, Faisal A.

Hello, my husband and I made a mistake with our bookings and would like to cancel our reservation at Mantra Bell City Hotel from 2/7 to 2/9, [redacted]. Our booking reference is [redacted]81. Due to a lack of communication, my husband inadvertently booked this hotel alongside my own booking without realizing it. We only discovered this recently as we had not discussed our weekend plans until last night. I appreciate the convenience of using Agoda for the first time and found the process easy. I apologize for this mix-up and would be grateful for your assistance in processing a refund. Thank you in advance for your understanding and help in resolving this matter. Sincerely, Hazel B.

Dear Centara Ao Nang Beach Resort, I am writing to request help in cancelling my booking due to the ongoing Coronavirus situation in Thailand, prioritizing health above all. Attached are the passengers' names needing reservation cancellation agreed upon by the hotel. Passengers: 1. Sagar Kohli 2. Sanjukta Kohli Booking Details: Hotel: Centara Ao Nang Beach Resort and Spa Krabi Booking ID: [redacted]61 Only one room requires cancellation or a credit voucher for future use. Kindly assist in refunding or issuing a credit voucher considering the circumstances in Thailand. Your prompt support is appreciated. Please contact me at the provided number. Attached for reference are the hotel booking confirmation and Thai Embassy letter. Thank you, SK +91 [redacted]

I have been attempting to contact Agoda Customer Support regarding a reservation. I initially waited on live chat on January 27th and 28th for an hour without any response. After sending an email, I received a reply on January 29th requesting a medical certificate due to sickness. With concerns about the Wuhan virus, I worry about being denied entry for having a cough and warmer body. I am uncertain if obtaining a medical certificate before check-in tomorrow will allow me to receive a refund or reschedule. Unfortunately, I have not received a response to my recent email, and time is running out. If I can obtain a medical certificate tonight or tomorrow morning, I hope to clarify my options for a refund or rescheduling.

Hello, I would like to request a refund for my booking at Comfort Guest House E in Hong Kong. Here are the details: - Booking ID: [redacted]76 - Check-in: February 10, [redacted] - Check-out: February 13, [redacted] - 2 adults: Clarito A. de Jesus Jr. and Kareen Hope C. de Jesus I am requesting the refund due to the cancellation of our CebuPacific flight bound for Hong Kong on February 9th, as well as our return flight on February 13th, in light of the Coronavirus situation. I paid for the booking in full using my credit card. If needed, I can provide the airline's advisory on the cancellation. I kindly ask for your prompt attention to this matter. Thank you. Best regards, Clarito A. De Jesus, Jr.

Hello, Greetings! I am Gene Rose Quinones from the Philippines. My husband, my mother, and I were scheduled to travel to Hong Kong on February 10th, [redacted]. We had made reservations for two rooms at the Silka Seaview Hotel through agoda.com with booking number [redacted]00 for the period from February 10th to the 15th, [redacted]. Sadly, our flight with Cebu Pacific airline was canceled due to the Novel Corona Virus outbreak. We are seeking assistance on how to proceed with our booking for our 9th wedding anniversary and my mother's birthday celebration. We have explored the options available online through the booking management tool but have found them unsuitable given the circumstances with the NCoV outbreak. If possible, we would like to inquire about the possibility of a full refund considering the situation was beyond our control. Alternatively, we would like to know if rescheduling for future dates is an option. We have made all the necessary preparations and packed our belongings, but we are now unable to go ahead with our plans due to this unfortunate situation. I can provide the email correspondence from the airline to support our case. Any guidance or response would be greatly appreciated. Thank you, Gene

Booking ID: [redacted]72 Royal Garden Hotel Hong Kong 14 Feb to 17 Feb (3 nights) I wanted to cancel my hotel reservation due to the recent WHO alert regarding the novel Coronavirus, which caused my program in Hong Kong to be cancelled. The original policy states no refunds, but given the global situation that changed after my booking, I kindly request an exception to be made. My airline reservation was already cancelled with a full refund. I hope Agoda can understand the circumstances and provide a refund for my hotel booking. Thank you for your understanding. Sincerely, Lionel S.

I have reached out multiple times via email and Facebook, as well as attempted to call customer service without success due to not having my confirmation number. I made a booking at 6C Sarasota 4 Residential Resort near NAIA airport for May 16-19. Despite several attempts, my booking always shows as unsuccessful, yet Agoda deducted the payment from my account without sending a confirmation. The condo owner confirmed there is no booking on those dates. I have made three successful bookings this year and am a loyal customer, but the lack of response from Agoda is disheartening. Could you please investigate my booking under the name Vivian Velasquez or my husband's name Francisco Mansilungan?

Dear Customer Service, I would like to bring to your attention the issue with my booking ID [redacted]27. Despite payment and receipt of a voucher via my credit card, upon arrival at the hotel, no room was available for me. Here are the details from the hotel: - The hotel was fully booked and had no rooms to offer any guest. - They mentioned that their online inventory was closed. - The booking details were not forwarded to their central reservation team, resulting in the inability to accommodate me. Since I was unable to use the services despite having a voucher and making a payment, I kindly request a refund of the charged amount on my credit card promptly and would appreciate being informed once processed. Thank you for your immediate attention to this matter. Sincerely, Vikalp

I have been receiving confirmation emails and pre-check-in invitations indicating a check-in on February 4 and a check-out on February 5. However, the accommodation has stated that my stay is only between 7 am and 7 pm. This discrepancy in timings is confusing, and I feel the booking was presented misleadingly. Due to this, I have canceled my reservation and am requesting a refund. The hotel's suggestion of paying double the rate for an overnight stay is not acceptable to me. Agoda has not responded to my concerns yet.

Name: J.M.R. Tummuru Email Address: [redacted] Booking ID: [redacted] Time: February 2, [redacted], 02:32:34 UTC Short Summary: Unable to check in due to foreigner restriction 🙁 requesting refund Message: I encountered an issue during check-in as I had a foreign guest with me. I had booked for two guests and was unaware that foreigners were not allowed, as this information was not stated on Agoda. After realizing my booking was made through OYO on Agoda, I found out that OYO's policy prohibits foreigners from checking in. Despite this, I primarily used Agoda for the reservation, which did not mention any such restriction. It is essential for such details to be transparent on the Agoda platform. I kindly request a refund for my booking. Sincerely, J.M.R. Tummuru

Hello, I had a reservation at Asia Blue Beach Hostel Hacienda in Koh Phangan from the 2nd to the 9th. Upon arrival, we found the hotel to be dirty and not as advertised. The manager assured us a full refund and canceled the reservation. I am wondering when I can expect to receive my refund for Booking ID[redacted]01. Thank you. - Kasia L.

Hello, I was browsing rooms at Thistle Resort using a cash voucher for RM48 that was expiring on January 31, [redacted]. I was comparing between Avilion and Thistle when I received a notification that RM299 was charged to my credit card without entering my CVC number. I am upset as I was just browsing, and this has happened before. I demand a refund as this is unfair. I have been a loyal customer of Agoda for years.

I made a reservation for OYO Everest Inn hotel on February 1, [redacted], through the agoda.com website in the evening. Upon arriving at the hotel, I was informed that they don't accept bookings from agoda.com due to conflicts between OYO and Agoda. They stated that the reservation was canceled and they had no record of it. I contacted OYO customer service, but they also couldn't find my booking or payment. Agoda's customer service has not been helpful either. I would appreciate any assistance regarding this matter. The booking ID is [redacted]57, and the email used for booking is [redacted]

I stayed at a house / resort in Koh Kood and was disappointed with my experience booked through Agoda. I am upset that the property was rated 4 stars on your website. We booked five nights for its proximity to the beach and its rating. Upon arrival, we were provided a room without toilet paper and found it very dirty. We had to move after just 2 nights due to the uncleanliness and presence of insects like cockroaches. Despite requesting room cleaning, it was not done properly during our stay. I left a review on Agoda, but it doesn't appear on the site. Trust is vital, so please address this issue seriously to maintain credibility. I request a refund for my unsatisfactory stay and urge Agoda to revise the rating and publish my review. I have always trusted your website for travel bookings, but this experience has left me disappointed. Yngvar

Hello, Good day! I am seeking your assistance with a request for an exception to the company policy of no refunds or amendments concerning my booking with Metropark Hotel Mongkok. We need to rearrange our flight due to the public health emergency caused by the novel coronavirus, preventing us from utilizing the accommodation booked for March 11-16. After contacting the hotel directly, I was advised to bring our concern to our booking agency. I am hopeful for your understanding regarding our situation.

Subject: Refund Request for Missing Car I am writing to request a refund for the Minivan I booked and paid for at Bangkok Don Muang Airport on January 25, [redacted]. My Booking Number AGODA-OA3B4FF52 was confirmed with HolidayTaxis ten months ago through Agoda's website. Despite arriving at the airport on time at 13:40 on January 25, [redacted], as per the booking voucher instructions, we were not picked up at Terminal 1 Exit 3 (seating area) as expected. The driver was supposed to be there from 13:30 to 15:50 (approximately 2 hours and 20 minutes). We tried to locate the driver at all the exits but were unsuccessful. When we attempted to call the provided phone number on the voucher, we found it to be incorrect. After waiting for around two hours, we had to arrange alternative transportation to our hotel. We are unsure of what occurred with HolidayTaxis and request your investigation into this matter and an expedited refund process. Your timely attention to this issue would be greatly appreciated.

I have a hotel booking at Home of Macau from February 3 to February 6, but due to flight cancellation caused by the coronavirus cases, I had to reschedule. Unfortunately, the hotel staff in Macau couldn't assist me effectively due to language barriers. I contacted the airline, and they informed me that flights to Macau will resume in March. Consequently, I need assistance with getting a refund for my hotel booking. I appreciate a prompt response as I have been trying to reach out via Messenger and Facebook without any luck. Thank you in advance. Booking Information: Email: [redacted] Phone: +[redacted]95 Name: Mary Ann Clariza

Hello, I hope this message finds you well. I am writing regarding the Agoda booking with reference number [redacted]59 made from the email account [redacted] Unfortunately, our family was unable to attend the trip due to illness. We require a confirmation of our non-attendance at the Park Lane Hotel, where we had reserved a family room for four from December 25th to January 1st. This confirmation is necessary for us to claim a refund from our travel insurance, as the booking was made using my wife's credit card. I appreciate your prompt attention to this matter. Warm regards, Jonathan Nicoll

I attempted to reach customer service to explain my situation and request a booking change, but I couldn't get a response via the provided phone numbers or email. I needed to cancel my reservation due to Air Canada's flight cancellations related to the Coronavirus outbreak in China. I was hoping to reschedule my stay, but I couldn't reach Agoda through any means. I am disappointed with the lack of communication and assistance from the service provider in resolving my reservation issues. At Haian Beach Hotel & Spa, a message addressed to Mr. D.K. acknowledged the need to postpone the stay due to the coronavirus situation. The hotel offered free modification for a different check-in date in [redacted], excluding public holidays in Vietnam. The hotel advised contacting the travel agency to make the date change since the reservation was made through them. I have decided to cancel my booking at Haian Beach Hotel & Spa and will make a new reservation with another provider in the future.