Agoda Customer Service Issues

Hello! I encountered a misunderstanding with Agoda and Shell Residence regarding our check-in date, which was meant to be on February 5, [redacted]. We were at Shell Residence from 9:00 am to 2:00 pm that day, but the receptionist said we were not on the guest list. We left and the next day, February 6, I received an email from Shell Residence confirming our stay in UNIT [redacted] C. Unfortunately, it was too late. I am requesting a refund. Thank you for your understanding and assistance. Sincerely, Irena V. Booking # [redacted]44

Hi, I hope you're having a good day. My name is Sarahjane Marcaida and I made a reservation for a non-refundable room for March 16-17, [redacted], and March 19-20, [redacted]. Unfortunately, I just received a message from our airlines stating that our flight got canceled due to your country being banned because of the reported cases of the CORONAVIRUS. I kindly ask if it's possible for us to re-book or change our stay dates at your hotel. We didn't plan to cancel, but this unforeseen situation occurred today. We were looking forward to our vacation and excited to stay at your hotel again due to your excellent services. I sincerely hope that you can accommodate our request. Best regards, Sarahjane Marcaida

Dear Agoda, I hope this message finds you well. Regrettably, we must cancel our booking from Feb.13-17 due to the Philippine Government's travel ban affecting China, Hongkong, Macau & Taiwan due to the Novel Coronavirus. Our flight to Taiwan has been canceled, making it impossible for us to travel. We are requesting a refund for our payment as these circumstances were beyond our control. Although Ximen Duckstay Hostel informed us they are unable to modify reservations directly, we kindly ask for your assistance in processing the cancellation and refund. Your understanding and help in this situation are greatly appreciated. Thank you.

Hello, I would like to express my dissatisfaction with our recent staycation. Unfortunately, we received very poor reviews of our trip. We felt disrespected by the staff, especially regarding the security deposit of 1,[redacted] pesos that was not returned to us due to an alleged violation. We are aware that smoking is prohibited indoors, and we assure you that we did not smoke inside the premises. While we did dispose of cigarette butts in the trash, which may have caused confusion, one staff member was quite aggressive and yelled at us in order to retrieve the security deposit, insisting that we clean the room and remove the air conditioner. This experience was very troublesome for us. Overall, while Boracay is beautiful, the lack of respect and consideration we received from the staff at Lolas Lodge was disappointing.

Good Day! I am reaching out on behalf of my reservation at Villa de Gloria with booking ID: [redacted]68. I am requesting to cancel my entire booking due to the ongoing Coronavirus situation, resulting in our Japanese friends being unable to travel to the Philippines. I am hopeful for your understanding regarding this request. I have also sent a similar email from my other email address, [redacted], on February 7, [redacted]. In response to your recent email, you mentioned, "Please resend this request using the same email address associated with your booking/Agoda account, or contact us directly." Thank you, Kimberly Ann Abatayo

Subject: Request for Refund for Bookings Dear Agoda, Due to the ongoing coronavirus outbreak in China and nearby countries, the Department of Health of the Philippines has advised against travel to China, Hong Kong, Macau, and Taiwan. As the situation shows no signs of improvement, we kindly request the cancellation and refund of our two bookings with the reference numbers [redacted]80 and [redacted]88. We have already corresponded with Charming City Hotel Taipei, who have agreed to our refund request. Could you please advise on the process for us to obtain the refund? We appreciate your understanding of our circumstances and hope for a favorable response. Thank you, Aizel Gail D.

Upon our arrival at Zen Room Mercenary Inn, we were informed that they no longer accept online bookings from Agoda as Agoda allegedly has not made payments to them since December [redacted]. Despite having a confirmed booking with Agoda (booking number: [redacted]20), the inn stated they are not active with Agoda. We seek a refund of P [redacted].48 for our payment made through Dragonfly with reference 8CY87JV3. We paid in cash, exceeding our booking amount, so we kindly request a refund of the overpayment. Your prompt attention to this matter is appreciated.

I made a reservation through Agoda hoping to save on accommodations. Agoda confirmed my booking, but upon arrival at the hotel, they informed us that they no longer accept online bookings through Agoda, only walk-ins. Despite this, we have confirmation from Agoda that our booking is valid. The hotel claims Agoda has not been making payments for online bookings since December [redacted], alleging a scam. Agoda needs to address this issue by providing refunds to affected customers. This experience has made me wary of booking with Agoda in the future.

I have received multiple notices from Get Human, but unfortunately, the provided phone numbers do not function within my service area in Alberta, Canada. I had requested a change to my booking for a later date, and the hotel has agreed to accommodate this change. However, I have been unsuccessful in reaching anyone through the website or other means. I attempted to contact customer service to explain the situation regarding my cancelled flight due to the Coronavirus outbreak linked to Air Canada. Despite my efforts, I was unable to get in touch with AGODA to adjust my reservation. I am disappointed with the lack of communication from the service provider in resolving my booking issues with the *HAIAN Beach Hotel & Spa*. I have decided to cancel my stay and will book with another provider in the future. For resolution, I am seeking either an alternate date for my reservation or a full refund. You can reach me at [redacted]. Booking ID: [redacted]46.

Dear Agoda Customer Service, Due to the current coronavirus outbreak in China and its neighboring countries, the Department of Health of the Philippines has advised against travel to China, Hong Kong, Macau, and Taiwan. As a result, we kindly request the cancellation and refund for our two bookings with reference numbers [redacted]80 and [redacted]88. We have already contacted Charming City Hotel Taipei, and they have agreed to process our refund. Could you please provide guidance on the refund process for our payments? We appreciate your understanding of our circumstances and look forward to your assistance. Thank you, Jonna A.

I have a booking with Santa Grand Hotel Bugis that I need to cancel due to the coronavirus situation. My booking number is [redacted]04. I am unsure about the cancellation process and would appreciate guidance on whether I need to fill out a form or complete any other formalities. Despite the non-refundable policy in place, the circumstances surrounding the coronavirus have led us to cancel our trip. I kindly ask for the cancellation to be processed without any charges to my credit card. Please confirm the cancellation of my booking at your earliest convenience. I look forward to a future stay at Santa Grand Hotel Bugis and apologize for any inconvenience caused. Thank you, Francies O.

Hello, I am Enrique Martin D. Singson. My girlfriend and I made a reservation at La Casa Bianca in Baguio for this coming Saturday and Sunday, the 15th and 16th of this week, through Agoda. We received confirmation and paid for the booking. However, we were informed this morning by Agoda that our reservation needs to be refunded as the hotel is fully booked. This is confusing as we had already completed the booking and received a confirmation voucher. We contacted the hotel, and they mentioned that they have available rooms but no reservation under our names. Could you please verify this situation? Thank you.

I am disappointed with the service I received from Agoda. I made a booking for 10 nights at Nakula Guest House from March 3rd to 13th with Booking ID [redacted]89. Agoda cancelled my booking because they claimed they emailed me for new credit card details, which I never received. I provided the new credit card details but still haven't received a confirmation number after a week. I have repeatedly emailed for confirmation but received no response. I need to know if my booking at Nakula is confirmed. Agoda has my new credit card information, and I am frustrated with the lack of communication. I just want a confirmation for my new booking and find this situation very stressful.

Hello Agoda, I booked a hotel through Agoda with Booking ID: [redacted]57. Due to the rising number of coronavirus cases in Singapore, I am considering canceling my trip. The hotel, Hotel Otaku, has agreed to waive any cancellation charges. They have requested that I email Agoda regarding this matter. Could you please advise on the next steps I need to take? Thank you.

I need to cancel my hotel reservation at Whoop Hotel in Taichung from 12 March to 14 March due to a flight cancellation caused by the coronavirus. I would like to inquire about the procedures your company has in place to assist customers in such situations. My booking ID is [redacted]01. Thank you.

I need to add a name to my reservation. The person I am meeting will arrive five hours before me. Could you please add the name Kelly Brentlinger to the booking? The confirmation number from booking.com is [redacted][redacted]. I was informed by them that the name could only be added by you. We are checking in tomorrow, so I hope this change can be made. Thank you.

Hello, I wanted to share my recent experience booking a flight from the UK to Australia through your website. I had made the reservation last week with the intention of arriving on the night of February 12th, [redacted] (Booking ID [redacted]75). While using your website, I encountered technical difficulties. Each time I adjusted the filter settings, the site would glitch and reset my booking dates. Despite trying to set everything correctly, I confirmed the booking thinking the issue was resolved. Upon my late check-in nearly at midnight at my usual accommodation, I was surprised to find they had no record of my booking. After some investigation, I realized the dates on my confirmation were incorrect due to the site glitches. Consequently, I had to pay for a room at full price for that night. Although the booking was non-refundable, I am requesting a refund due to the technical issues with your site. I had difficulty accessing customer service information directly on your site and had to seek it elsewhere. I look forward to your prompt response. Thank you, S. Scott

I made a reservation for 2 nights at Hilton Fukuoka Sea Hawk from March 6th to March 8th, [redacted] through Agoda with Booking ID: [redacted]93. Due to the Covid-19 epidemic, we have been advised not to travel to Japan at this time. I contacted an Agoda agent to cancel the booking, request a refund, or postpone the dates to a later time. They assured me they would consult with the hotel and follow up via email. Despite also reaching out directly to the hotel, they stated the decision lies with Agoda and advised me to contact them once more. Although I have emailed Agoda's customer service, I have yet to receive a response. I am counting on your assistance in resolving this issue given the unforeseen circumstances.

Hello, I recently received an email from Agoda Company informing me that my credit card payment for a reservation couldn't be processed, potentially leading to the cancellation of my booking. Despite having sufficient funds in my account and the payment only being due at check-in, I attempted to update my debit card details. Could you please suggest an alternative payment method to prevent the cancellation of my booking? Alternatively, I request a re-processing of my card payment as my account officer has verified the functionality of my card. Booking ID: [redacted]05 Check-in: Thursday, February 27 Check-out: Friday, March 13 Thank you.

I had a negative experience with Agoda. When I arrived at the Mercenary Inn, they informed me that they were not accepting Agoda bookings due to unresolved issues dating back to December [redacted]. I was forced to pay in cash double the amount I had booked on Agoda. Refunds are non-existent or extremely time consuming to obtain, leaving customers frustrated. Agoda seems unreachable, making it impossible to address concerns. I urge others to avoid this booking platform and consider alternatives for travel arrangements.