Agoda Customer Service Issues

Hello, I am reaching out from the Room Reservations Department at Lahaina Shores Beach Resort. We have a guest reservation made through Agoda, but there was an issue with charging the room and tax to the Single Use Credit Card during check-in. We updated the credit card details with the guest, however, we are unable to see the full Mastercard number ending in [redacted]. Please contact me either by phone at [redacted] or via email so we can resolve this matter promptly.

I made a booking on January 21st, but did not receive a confirmation email. I contacted the hotel, but they had no record of my booking. I was told to check my payment account, but found no charges. The hotel mentioned internet connection issues as a possible cause. I still have not received any confirmation. I made a new booking with a different company. Recently, I discovered a charge of $[redacted].02 on my account from your company for a service not rendered. I am seeking information on when I can expect a refund.

Hello, I have a reservation at the Roosevelt Macau from March 2, [redacted], to March 7, [redacted], booking reference number [redacted]33. Our family had planned to visit my daughter who has been working as a dancer at the Venetian in Macau for the last 4 months. Unfortunately, due to the Coronavirus, she has been sent back to Australia, and we need to cancel our trip to Macau. I understand the reservation has a no-refund cancellation policy, but considering the current health risks in the city, I kindly request a refund for this cancellation. Thank you for your understanding. Best regards, C. Caulfield

Hello, I recently canceled a business accommodation booking and was informed that I would receive a credit notification shortly. However, I have not received any email confirmation yet. I urgently need the document for my manager. The original reservation number was [redacted]70 through Priceline. I did receive a customer satisfaction survey from Agoda with the ID [redacted]70. Please investigate and send me the information promptly. Thank you, De'Ann Keevers

My friend and I had a planned trip to Hong Kong, but our flights got canceled because of the outbreak. We booked our hotel through Agoda, and after contacting them, we were advised to reach out to Agoda for assistance. We paid the full amount and are looking forward to receiving a refund since this situation is beyond our control. The reservation was made under Ignacio Hortelano III with the booking ID [redacted]40 for the dates Feb 14-17. The last four digits of the credit card used for payment are [redacted].

I have a hotel reservation, but the hotel mentioned an issue with my payment card. I initially planned to pay on arrival, but I now wish to cancel the booking. Can I cancel without a charge since I haven't paid yet? The reservation number is [redacted]86 under the name HEE-JU HONG. Urgent assistance needed. Thank you.

On January 16, [redacted], my father and I made a reservation at DG Budget Hotel Salem in Manila from January 26 to February 6, booking two rooms for our exams. Our exams were from January 27 to January 31, and we planned for a 5-day allowance in case of retakes. After passing our exams, we checked out on Feb 2, except for one person who stayed till February 4 for a retake on Feb 3. This resulted in us having 6 extra days. The hotel receptionist advised me to contact Agoda customer service for possible refunds and assistance.

I have two bookings at the Sheraton Grand Macao, Cotai Strip starting on February 2nd, [redacted] with booking numbers #[redacted]56 and #[redacted]72. Due to concerns over the recent Wuhan pneumonia issue, I reached out to the Hotel to request a cancellation or extension of the rooms for 2-3 months. I have already spoken to customer services at the Hotel who have confirmed the cancellation without any charges. I then contacted your team via email and have not received any feedback regarding the refund process yet. I would appreciate an update on whether the refund process has been initiated or if any further action is required on my end.

I accidentally booked my room for Feb 6-7 instead of Jan 29-30, [redacted]. After contacting Agoda by phone, they rescheduled it to the correct dates. However, upon arriving at RedDoorz, the staff, Fritzie Ariel Macapia, mentioned they couldn't find my booking and advised me to cancel. Now, I'm confused about the status of my payment. Despite Fritzie's earlier statement that my booking wasn't in their system for either Feb 6-7 or Jan 29-30, she is now claiming Feb 6-7 is booked. I simply want to cancel my reservation and receive a refund due to the stress and inconvenience caused by this situation. I hope for a prompt resolution. - AF

I changed my booking with RedDoorz Pinagsama Taguig from February 6-7, [redacted] to January 29-30, [redacted] through Agoda. I confirmed the rescheduling over the phone with Agoda. Despite sending the payment receipt to a RedDoorz staff named FA, they claimed both dates weren't in their system. This led to a lack of accommodation upon arrival, as my booking couldn't be found. I didn't receive any email confirmation from Agoda after the rescheduling call. However, on February 4, [redacted], FA informed me that my booking for February 6-7, [redacted] had miraculously appeared in their system. This conflicting information from Agoda and RedDoorz has left me frustrated. I urgently need guidance on how to obtain a refund and cancel this reservation given the circumstances. The pressure FA is putting on me to resolve this within 24 hours is causing unnecessary stress and inconvenience.

Hello, I have made two bookings with you. The first one is at Hilton Paddington Hotel ([redacted]) for 13-15/3/[redacted], and the second one is at Hilton Heathrow Airport ([redacted]) for 20-22/3/[redacted]. Both bookings are non-refundable. I am aware of your policy, but due to the current coronavirus outbreak, we are hesitant to travel. I am kindly requesting Agoda to consider canceling these bookings and providing credit notes for future use later this year. As a long-time loyal customer for over a decade, we have never asked for such a favor before. I hope you can understand our situation and make an exception this time. Thank you for your attention to this matter. Best regards, Ophelia W.

Hello, my name is Cornelia Magnusson. I reserved a one-night stay at the Super8 motel from February 10th to the 11th. I chose this hotel based on the advertised CAA membership discount for Super8's, but I did not notice any reduction in the rate when I made my reservation. I kindly request to be contacted at [redacted] or via email at [redacted] to adjust the amount I previously paid through PayPal to reflect the CAA discount as advertised. Thank you, Cornelia

I am having trouble reaching your phone numbers. Considering the global spread of the coronavirus, we kindly request the cancellation of our hotel booking with Reference Number E88K9DD9, under Agustin Uy, for the period of February 6 to 11, [redacted]. Mr. Agustin Uy is also seeking a refund for the aforementioned booking due to their uncertain future travel plans. They assure you that they will still look into booking with your hotel once new dates are confirmed. We appreciate your prompt response and understanding in this matter. Thank you, Em Corcino on behalf of Mr. Agustin Uy

Subject: Cancellation and Full Refund Request for Booking ID [redacted]69 at Wilow House Hongdea Dear Agoda Team, I am writing to request the cancellation and full refund for my booking at Wilow House Hongdea with Booking ID [redacted]69. I was supposed to check-in on May 11, [redacted], and check-out on May 16, [redacted]. In light of the current coronavirus situation, my family and I are concerned about travel, especially with a 1-year-old baby. I have spoken with the property owner, Chester, this morning, and he has kindly agreed to provide a full refund. Given the circumstances, I kindly ask for Agoda's understanding and assistance in processing the cancellation and refunding the full amount for this booking. Thank you for your attention to this matter. Warm regards, Tan W. N. [redacted]

Dear Agoda, I am writing regarding Booking ID [redacted]45 for a 3-night stay at Vann Hua Hin Resort under the name Fiona Tan. I am aware that cancellation is not an option for this property. Given the current coronavirus situation, I am inquiring whether it is possible to modify the booking, such as rescheduling or receiving a refund as AgodaCash. I would appreciate a prompt response. Thank you. Sincerely, Fiona Tan

Hello, I would like to request the cancellation of one room with the following details: Booking ID: R[redacted] Email: [redacted] Contact Number: [redacted]4 Guest Name: Anthony Odriscoll Inquiry: We booked a room at Sheridan Beach Palawan for 2 people in 1 room. However, the hotel has informed us that the booking was actually made for 2 rooms. We only require 1 room, so we would like to cancel the additional room. We appreciate your prompt attention to this matter and look forward to hearing from your company. Thank you.

I made a reservation on the Agoda app for a property nearby, using the map feature to confirm its location in the same town I am currently in. However, upon arrival, I discovered that the hotel (SPOT ON [redacted] Hotel Check In 2) is actually located several kilometers away in a different town than indicated on the map. Since I am without transportation and unable to reach the alternate location, staying there is unfeasible. This booking was based on incorrect mapping information provided by Agoda, rendering it unusable for me. As a result, I am requesting a refund for my reservation. Booking ID on Agoda: [redacted]44

On January 26, [redacted], I made a booking for a hotel in Cape Town. I received a confirmation email, and the payment was taken from my account. However, when I arrived at the hotel, my booking was not found in their system. I had to pay for my stay at the front desk and was advised to seek a refund from Agoda. My booking ID is #[redacted]79. I kindly request a full refund or a complimentary stay at another hotel in Cape Town due to the inconvenience this has caused. I am a loyal customer and would appreciate your assistance in resolving this matter promptly.

I am reaching out from Travelodge by the Falls in Niagara Falls, ON regarding a reservation for Amin, Faiz with an arrival date in August [redacted]. A payment of $[redacted].47 for the stay is overdue, and we kindly request settlement. Please contact the hotel at [redacted] to provide payment information or email the front desk at [redacted] with details for another virtual card. Your prompt attention to this matter is appreciated. Thank you, Susan.

I have been instructed by the property to reach out to your office in order to cancel my upcoming booking in Singapore from February 14th to 18th. Carlton City has confirmed their willingness to cancel my reservation due to the ongoing international concern of the Ncov Virus Epidemic. Given the increasing number of cases in both Singapore and the Philippines, air travel is considered unsafe at this time. The potential risks of falling ill or spreading the virus are scenarios we would like to avoid. I kindly request your assistance as Carlton City has advised me to coordinate the cancellation through your company since I made the booking via Agoda. As a loyal client of Agoda, I trust this situation can be resolved smoothly, considering the circumstances are beyond anyone's control. The booking reference or ID is [redacted]32. Marina Bay Sands has already agreed to cancel my three-night reservation, and I hope for a similar arrangement with you, especially since Carlton City has already approved the cancellation. Thank you.