Agoda Customer Service Issues

Hello Agoda Customer Service Team, I am writing to request assistance regarding my hotel booking in Singapore. Our group of 15 individuals has reservations for 7 rooms at the Porcelain Hotel in Singapore from March 14th to March 16th, [redacted]. Due to the Wuhan Outbreak and Singapore being on orange alert with 98 confirmed cases, we are hesitant about traveling and kindly ask for a refund or alternative options. We understand the booking is non-refundable, but the current circumstances were unforeseen at the time of booking when there were no reported cases in Singapore. I have heard that Agoda has provided full refunds post the Wuhan outbreak, and I hope for similar consideration in this situation. My booking ID is [redacted]41, and I appreciate your understanding and assistance. Thank you for your attention to this matter. Best regards, Nang Thu

Dear Agoda Customer Service Team, I am writing to address my hotel reservation in Singapore for a group of 15 individuals. I have reserved 7 rooms at Porcelain Hotel from March 14th to 16th, [redacted]. Due to the escalating Wuhan Outbreak, which has impacted Singapore, currently reporting 98 coronavirus cases and an orange alert status, we are apprehensive about our travel plans. We kindly request a refund or alternative options for our booking, despite it being non-refundable. The situation has changed significantly since we made the reservation, with no reported coronavirus cases in Singapore at the time. I have heard from acquaintances that Agoda provided them with full refunds post the Wuhan outbreak, and I hope for similar assistance in this circumstance. My Booking ID is [redacted]41. Your understanding and support in this matter would be greatly appreciated. Sincerely, Nang Thu

Hello, I had initially booked my flight from Brunei to Osaka, Japan, with a connection in Singapore for the Mizuno Omotenashi Cup. The event was cancelled due to COVID-19 in Japan, so I amended my travel plans to only visit Singapore from April 13 to April 17 with Singapore Airlines' help. I have two separate bookings for my stay in Singapore that I need to adjust: - Booking ID: [redacted]37 Arrival April 6, [redacted], Departure April 7, [redacted] (to change to Arrival on April 14, Departure April 15) - Booking ID: [redacted]21 Arrival April 15, [redacted], Departure April 17, [redacted] (no change needed) I kindly request assistance in changing the dates for the first booking. Please let me know once it is done so I can make a new booking for April 13 to April 14. Thank you for your help. Looking forward to your reply. Best, Nurliana A.

I recently booked a property through Agoda that claimed to be a 5-star accommodation but turned out to be more like a 2-star one. The apartment was disgustingly dirty upon our arrival, with no sign of prior cleaning. The actual condition did not match the pictures online at all. We found roaches, ants, and various other bugs throughout the unit. The master bathroom shower was so filthy that my partner had to buy bleach to clean it before we could use it. The drains were clogged with other people's hair, and the sinks were filled with visible hair as well. Light switches were covered in dirt, dust, and other grime, trash bins were full from the previous guest, and the sole white sofa was stained. The wallpaper was torn, there were dead bugs on the walls, and a dirty rug was left in the master bedroom. Despite reaching out to Agoda with photo evidence, they have ignored my complaints. Our stay was scheduled for February 19-25, [redacted], but due to the unsanitary conditions, we only endured 18 hours there before finding alternative accommodations. The property in question is the "Spacious 3 bedroom modern apartment on CBD with Netflix," with my booking ID being [redacted]02. I feel completely taken advantage of and seek assistance in resolving this situation.

Hello, I reserved a room through Agoda, but strangely, I received the confirmation from Booking.com instead. Reservation Details: Hotel: The Southern Gate Date: 29/02/20 - 01/03/20 Confirmation #: [redacted][redacted] Pin: [redacted] Upon arrival at the hotel around 3 pm, we faced a mix-up as the hotel staff were unaware of our booking. They explained that the previous guest hadn't returned, leaving our room unavailable. They offered a room without a bathroom temporarily, which we accepted. By 7:30 pm, the situation hadn't resolved, so we requested a refund to book elsewhere. The hotel agreed but mentioned they hadn't received the payment from Agoda yet, advising us to contact the company for the refund. Trying to reach Booking.com, where the confirmation originated, we encountered call disconnections. Consequently, we booked an alternative accommodation through the same platform. After following up with Booking.com today, they directed us to contact Agoda for the refund for that night's stay. Thank you, Yanika

Hello, Last fall, my daughter Karly Dailey used my cards to book two rooms at the Downtown Hilton in Portland, Oregon for November. Due to illness, we needed to rebook for January 25-26. The hotel mistakenly booked us for December 25 and initially refused to change it, eventually agreeing to a refund. It has been longer than the promised 2 to 3 billing cycles, now into the 4th cycle. The booking ID #'s are [redacted]18 under Debbie Gillespie for 1 night and [redacted]18 under Karly Dailey for 2 nights. Unfortunately, I can't provide card #'s as they were stolen, leading to delays. Please assist in resolving this as my late husband's recent passing has made things difficult to handle promptly. Contact me at [redacted] or [redacted] Your urgent attention to this matter is greatly appreciated. Thank you, Kathleen Camerer.

I need assistance with my hotel booking in Singapore. Our group of 15 people is scheduled to visit Singapore. I have reserved and paid for 7 rooms at the Porcelain Hotel in Singapore from March 14th to March 16th, [redacted]. Given the global concern over the Wuhan Outbreak, including 98 confirmed cases in Singapore and the country being on orange alert, we are hesitant about our travel plans. We would like to inquire about a refund or alternative options regarding our payment. I understand that the booking is non-refundable, but the circumstances have changed significantly since our reservation was made, with the outbreak escalating. Some of my acquaintances have successfully received full refunds from Agoda due to the Wuhan outbreak. I sincerely hope for your understanding and assistance in this matter. Looking forward to your response. Warm regards, Nang T.

I made a reservation through Agoda yesterday for Berjaya Time Square Kuala Lumpur in a Superior room for 2 nights from 14 to 16 March [redacted], and I was charged SGD [redacted].20. However, today I noticed that the price for the same room and dates has dropped to SGD [redacted].61 on Agoda's website, which is a significant difference of SGD 23.59. I have taken a screenshot as proof. Although Agoda promises the best and lowest rates for members, I am puzzled by this price difference. Unfortunately, my booking states that there is no cancellation or refund allowed. I kindly request your assistance in adjusting my booking and refunding me the price difference I am entitled to. Your prompt attention to this matter would be highly appreciated. I can be reached at +65 8[redacted] if you need to discuss this further. I look forward to receiving a positive response. Thank you, Rita

Dear Agoda Customer Service Team, I am reaching out to request a refund for my group's hotel booking in Singapore due to concerns regarding the Wuhan Outbreak. We have booked 7 rooms at Porcelain Hotel in Singapore from March 14th to 16th, [redacted], for a group of 15 people. Despite the initial non-refundable policy, we would appreciate your understanding of the change in circumstances. When we made the reservation, there were no reported cases of coronavirus in Singapore. However, with the recent developments, including the 98 confirmed cases and the orange alert in Singapore, we are hesitant to proceed with our trip. Some of my acquaintances have shared with me that they received full refunds from Agoda in similar situations post-Wuhan outbreak, which gives us hope for a positive resolution. Your assistance in this matter would be greatly appreciated. We are counting on your understanding and support. Thank you for your attention, and we look forward to your response. Best Regards, Nang Thu

Subject: Issue with Hotel Booking Refund Dear Sir/Madam, I am contacting you regarding an issue I encountered with the travel agency. I contacted customer service on March 1, [redacted], to cancel my booking at Hotel Wing International Kourakuen in Japan due to the NCOV virus outbreak. The representative assured me of an 80% refund within 48 hours. However, after 3 days, I received an email stating a 0.00 refund to my credit card, which is confusing as I was expecting an 80% refund. This delay has left me feeling frustrated. I kindly request a prompt resolution to this matter. It is important for me to keep a record of this case for reference. Sincerely, Levierica Biscocho Booking Reference: [redacted] Address: Zone 12 J. P. Rizal St. Taal, Batangas, None, Batangas, [redacted]

Dear Customer Service, I am writing to discuss a refund for my hotel booking at Circus Circus Hotel, Casino & Theme Park in Las Vegas due to the coronavirus situation in Japan. The U.S has announced limitations on immigration from Japan, but there hasn't been any official communication from the U.S government yet. Our reservation number with Agoda Company Pte Ltd Singapore is [redacted]76 for four rooms, including one for myself. We were due to check in on March 9 and check out on March 12, [redacted]. While we intend to visit Las Vegas, we are willing to cancel to prevent any impact of the virus on other guests at Circus Circus Hotel. We would like to request a refund of 40% of the accommodation fee. This percentage is open to discussion, so please let us know your thoughts on the refund amount. I look forward to hearing your response regarding the refund.

Dear Sirs, I would like to apologize for any inconvenience this may cause. I had made a reservation at La Digue Lodge in Seychelles for the 17th to 20th of March through Booking. However, I was informed that the reservation was managed by you. Here are the booking details: Confirmation: [redacted][redacted] PIN: [redacted] Reservation Name: Melania Sartini Check-in Number: [redacted]27 Unfortunately, due to the Coronavirus travel restrictions, I am unable to travel from Italy (Emilia Romagna) to Seychelles. I have contacted Booking, who advised me to reach out to the lodge. The lodge, in turn, directed me back to you. I am requesting a refund of €[redacted].00 as I am unable to travel due to the current circumstances. I appreciate your understanding. I kindly ask for your prompt response on whether a refund is possible. Thank you in advance for your assistance. Best Regards, Melania Sartini

I have tried to cancel the accommodation at The Square Hotel Ginza due to our canceled cruise out of Tokyo. The hotel informed me to proceed with the cancellation through customer service. Please confirm the cancellation once processed. Thank you. --- Dear Valerie Valentine, Thank you for choosing The Square Hotel Ginza. You can have an early check-in for an additional charge of 2,00 JPY per hour, subject to room availability. Please let us know if you are interested in availing the early check-in option. We look forward to welcoming you at The Square Hotel Ginza. Best regards, Daya Raj --- Manage booking details: Moderate Double Non-Smoking 2 rooms 09/04 - 11/04/[redacted] 4 adults, 0 children Total Price: AUD 1,[redacted].40 Booking ID: [redacted]37 --- This email was sent by: Agoda Company Pte. Ltd., 30 Cecil Street #19-08, Prudential Tower, Singapore [redacted].

Dear Team, I hope you are well. I canceled my booking with Booking ID [redacted]67 on February 22, [redacted], but have not received my refund yet. Please provide an update on the status of my refund. After reaching out to the hotel, I was redirected to contact you for assistance. The hotel mentioned, "Dear Mr. Waafa, the reservation was canceled on the 22nd of February [redacted], and as per our cancellation policy, no penalty was applied, and no charges have been made. Please contact Agoda Customer Service to inquire about the refund." Thank you for your attention to this matter.

"I received a bill for cancellation fees on an online travel booking, even though I canceled shortly after booking and the trip is far in the future. The amount of the cancellation fees seems excessive in this situation. Cancelling the booking should be a simple process in your system, taking only a few minutes. High cancellation fees can only be charged by a travel provider if they were agreed upon in the contract. This is not the case here, as the fees are only mentioned in the terms and conditions. Unusual contract terms that are not clearly stated should not be hidden in the terms and conditions. If there are excessive charges listed, they should not be valid and the customer should not have to pay them."

I mistakenly made a hotel reservation in Puerto Galera, PH. While checking the final page for the total cost of a hotel I was browsing, I accidentally swiped right on my touchscreen phone, resulting in a charge to my credit card. The reservation is non-refundable, but I would like to cancel it as it was booked by mistake. I realized this last night, and since it has been within 24 hours, I am hoping to still be eligible for a refund if I cancel. The booking number for reference is [redacted]20. Thank you for your assistance.

Due to a cancelled meeting, I need to cancel my reservation at GHOTEL hotel & living München-City with Confirmation number [redacted][redacted]39 and PIN code [redacted]. My reservation was made through Booking, but it seems it was actually through Agoda. It is non-refundable, but I hope for a reimbursement as I requested the cancellation over two weeks ago with Booking. Despite attempts to reach Booking by phone being unsuccessful, the hotel has mentioned they are willing to accept a free cancellation if contacted by the Online Agency. I kindly request assistance in contacting the hotel to confirm the free cancellation. Thank you. Best regards, E. Gaio

Hi Agoda, I am writing to request a cancellation and refund for my bookings. My booking IDs are [redacted]24, [redacted]68, and [redacted]00. I am cancelling due to the recent COVID-19 outbreak in the Philippines, which has led to travel bans to Hong Kong and Macau. Our flights with Cebu Pacific to Macau and Hong Kong have already been cancelled. Additionally, my mother was diagnosed with cancer in December [redacted] and is currently undergoing chemotherapy, so we are concerned about exposing her to potential infections. We also have seniors and children in our group. I kindly ask for a refund of our accommodations. Once the situation improves, we look forward to booking with Agoda again. Thank you and best regards.

Booking ID: [redacted]57 I had reserved a stay at the London Bridge Apartments via Agoda for the dates of check-in on March 30th and check-out on April 4th, [redacted]. Unfortunately, I am unable to proceed with my trip from Mumbai, India, due to unforeseen circumstances related to the Covid-19 outbreak. Despite understanding that my booking was non-refundable, I kindly ask for your consideration of a full refund under these extenuating circumstances. I reached out to the property directly, and they directed me to contact Agoda, the platform through which I made my reservation. Just to note, both Airbnb and IBIS Zurich have been accommodating with similar requests in light of the current extraordinary situation. Thank you in advance for your assistance.

I mistakenly made a reservation for Metrocity's Place to Stay on Agoda instead of Campus Hub in Kota Samarahan. I just noticed this error during check-in today. I've been here since February 16, [redacted], due to taking care of my father at Pusat Jantung near the hotel. My booking number is [redacted]05 for a 2-night stay from March 7 to March 9, [redacted]. The booking indicates that I can cancel for a partial refund today, but I'm unable to do so online. I followed the website's advice to contact the hotel, but they informed me they couldn't process the cancellation. I'm unsure whether to proceed with a no-show or how to confirm the partial refund. I made a manual booking at the hotel for tonight since Agoda is fully booked. It's frustrating not having clear guidance on cancelling when the app doesn't offer that option. I would appreciate clear instructions on how to cancel and confirm if it's still partially refundable.