Agoda Customer Service Issues

Dear Customer Service, I am writing about our hotel reservation under booking reference numbers [redacted]25, [redacted]25, and [redacted]85. Recently, I received a notification that our return flight has been canceled and rescheduled due to COVID-19. Given the current situation and the health concerns for my elderly parents, we have to prioritize safety and cancel our trip to Australia. We will reconsider our travel plans to Melbourne, Bright, or Sydney in the future and would appreciate a refund for the bookings mentioned. We apologize for any inconvenience and hope to hear back from you soon. Thank you, C.S. Teo

Booking Number: [redacted]83 I am thrilled about my upcoming trip to Retreat Siargao resort in the Philippines next month. In October [redacted], I paid for 2 beach view suites for our stay from April 2-6, [redacted], eagerly anticipating a reunion with a childhood friend I have not seen in nearly 30 years. Despite the current challenges posed by the global spread of Covid-19, my friend and I are determined to make our long-awaited reunion a reality. However, with the potential risks of quarantine upon our return to the UAE and the US, our jobs hang in the balance. After reviewing the information provided on your website regarding Covid-19, I found some comfort in knowing that there may be a possibility of a refund. As my friend has already booked her flights with layovers that could lead to quarantine, we have reluctantly decided to postpone our reunion until it is safer to travel. I have tried to cancel the reservation for the resort through "My Bookings"; however, the website only shows a non-refundable option. Given the circumstances and force majeure nature of the situation, I kindly request confirmation regarding the possibility of a full refund, contrary to the website's policy. Thank you.

Yesterday afternoon, I was browsing the Agoda website to look into booking a room at The Avalon in St Petersburg. I noticed discrepancies in the discounts displayed and proceeded to compare prices with two other websites. Despite my history of entering credit card details for bookings, I did not input any information during this visit. After realizing Agoda's price was higher, I closed the site around 5:30 pm. Later at 7:30 pm, I made a different reservation on another platform. To my surprise, I received emails stating I had made two purchases for The Avalon on Agoda, which were labeled as non-refundable. Upon checking, I discovered my credit card details were stored in Agoda's system without my explicit consent. I am upset as I never intended to finalize this booking, and I demand immediate cancellation without penalties, a full refund, and the removal of my credit card information. I am deeply dissatisfied with this experience and request prompt resolution. Thank you. Nix

I am currently in South Korea, where the coronavirus has spread widely. Unfortunately, we are unable to fulfill our hotel reservation in the Philippines due to the cancellation of our flight to Panglao with no alternative means of transportation available. Our booking was made through Agoda. We are seeking assistance in reaching out to Agoda as our email to their customer service was not successful and provided minimal guidance. We are hoping to either receive a refund or retain the funds for a future date when travel becomes feasible and secure. Thank you.

I made a reservation at what I believed was the Ibis Airport Hotel Brisbane but received confirmation for the Budget Ibis instead. I require a hotel within walking distance, so this is a mistake. The booking is non-refundable, so switching to the correct hotel is important. After realizing the error, I tried to contact someone for help. The Budget Hotel was unable to assist and directed me to Agoda at [redacted]. However, I booked through Guest Reservations online, so I don't have an Agoda booking number to get through the automated system. :(

Dear Sir/Madam, I hope this message finds you well. I have recently come across reports from Japan indicating that as of March 5, [redacted], Osaka has recorded 18 cases of COVID-19. Due to concerns raised by my family and in an effort to prioritize my health and safety, I have made the difficult decision to postpone my upcoming trip to Osaka from March 11-16, [redacted]. I kindly request your understanding and assistance in rescheduling my 5-day stay to alternative dates. Rest assured, I am eager to visit Osaka and stay at your esteemed hotel once the situation with COVID-19 is under control and no longer poses a risk to public health. I sincerely hope for your understanding and support. Thank you for your consideration. Warm regards, Deogracias Ventura III

Hello, I hope you are well. I am writing to inform you that due to the ongoing global health crisis, our family's flight has been canceled by the airline. As a result, we have made the decision to cancel our planned vacation in Hong Kong from April 22 to 26, [redacted], and Macau from April 26 to 27, [redacted], in order to prioritize the health of our family members. We kindly request a full refund for the following bookings: Booking Reference Number: [redacted]85 Hotel/Inn Name: Everest Inn Guest House Duration/Date: April 22 to 26, [redacted] (4 nights) Remarks: Booking made under my Agoda account Booking Reference Number: [redacted]06 Hotel Name: Sheraton Grand Macao, Cotai Strip Duration/Date: April 26 to 27, [redacted] (1 night) Remarks: Booked by a friend under my name as Lead Guest I have attached both the Booking Itinerary and the Airline Cancellation Email for your reference. We sincerely apologize for any inconvenience caused and appreciate your prompt attention to this matter. Best regards

Hello, I have a reservation for the Promenade Service Apartment in Kota Kinabalu from April 7-11, [redacted]. The payment of about Php [redacted] has already been processed and reflected in my account. Regrettably, the booking is non-refundable. My concern arises due to the escalating COVID-19 situation leading to flight cancellations. With the increasing cases in the Philippines and the forecasted peak in April, flights to Malaysia may be affected. I am inquiring if a refund could be arranged proactively before potential flight disruptions so that I can address this matter with the hotel. While we are eager for the trip to push through, we seek guidance on the best resolution for this circumstance. Thank you.

My booking reference is [redacted]. I initially intended to book for check-in on March 14th and check-out on March 15th but mistakenly booked for March 21st check-in and March 22nd check-out. I spoke with a person named Prashanth at the front office. Unfortunately, I have never experienced such rudeness and use of profanity towards a guest. I am disappointed to find such inhospitable staff at Tulips, as they lack the necessary skills to interact with guests respectfully. I am requesting a refund for my booking. I plan to share my negative experience on social media platforms, including Facebook. If customer satisfaction is important to your website, I urge you to address these issues. Otherwise, I will be hesitant to make future bookings through your platform. I intend to address this matter with the hotel regarding the inappropriate behavior of their staff.

I am very concerned as my booking reference number '[redacted]17' has been charged twice. I booked three rooms, but the hotel says six rooms were requested due to a glitch on your website. The double booking has caused pending charges totaling $[redacted].17 on my bank statement, which I cannot afford. I urgently need this mistake rectified. Thank you for addressing this promptly.

Dear Respected Team, I hope you are having a good day. I am writing to address my booking with the ID[redacted]27 and Booking Reference AKU [redacted]. Due to the ongoing Coronavirus (COVID-19) outbreak worldwide and in accordance with my company's directives restricting travel outside of Qatar, I kindly request the cancellation of my booking (attached for your reference). Although this decision was difficult, the health and safety of all involved is our top priority. Given the current situation with the Coronavirus and the associated risks of international travel and large gatherings, it is best to proceed with caution. I would appreciate your assistance in processing the cancellation of my booking and refunding the amount paid ([redacted] QAR). Kindly keep me informed of the progress at your earliest convenience.

Dear respected, I hope this message finds you well. I am writing regarding booking ID[redacted]27 with the booking reference AKU [redacted]. Due to the current COVID-19 outbreak and my company's travel restriction in Qatar, I kindly request the cancellation of my booking for safety reasons. Health and safety are my top priority in these uncertain times, where international travel and large events pose risks. I appreciate your assistance in canceling my booking and providing a refund of the booking amount ([redacted] QAR) to the card ending in [redacted]. Please keep me informed of the progress at your earliest convenience. Thank you.

I need to cancel my reservation at GHOTEL hotel & living München-City due to a cancelled meeting. My confirmation number is [redacted][redacted]39 with a PIN code of [redacted]. I have been unsuccessful in reaching you at 02 [redacted] 31 [redacted]. When I enter the PIN, the automated system repeatedly requests it without connecting me to a live person. The hotel mentioned they can offer free cancellation, but only if the Online Agency contacts them to confirm. Please assist by contacting the hotel on my behalf. Thank you. Best regards, Elena G.

I would like to inquire about the process for obtaining a refund for our reservation at the Ibis Hotel in Osaka, Japan. We have reservations for two rooms, but due to the current situation with the increasing cases of the coronavirus, as parents of three children, we are hesitant to travel to Japan at this time. We are concerned for the safety of our family. Given the current international circumstances, we believe it is best to cancel our booking. We hope to receive a refund since our reservation is still well in advance, allowing the hotel the opportunity to resell the rooms to other guests. We appreciate your prompt response on how to proceed with the cancellation and refund process. Thank you for your understanding and assistance. Best regards, E.A.

Booking Reference: [redacted] Fairview Hotel in Colombo, Sri Lanka Dear Sir, I am facing an unexpected situation that requires me to urgently travel to another part of Sri Lanka for a funeral tomorrow. Although I understand that modifications to the booking are not allowed, I kindly request your assistance in canceling my reservation from March 10th to March 14th (4 days) and rebooking it from March 15th to March 20th at the same hotel. I would greatly appreciate it if you could arrange for a refund for the 4 days and book the additional 6 days for me. Thank you for your understanding. Kind regards, Satchi Ananda

Hello, I made a reservation for Lavender Bough on March 9, [redacted]. However, upon arrival at the hotel, we were informed that unmarried couples are not permitted to check-in, and we were denied a room. My booking reference number is [redacted]53. I have already completed the payment using my credit card. I would like to know the process for receiving a refund since the hotel refuses our stay, and this policy was not specified during the booking. As loyal customers of Agoda, this unexpected experience is distressing. We frequently travel for business and use Agoda for our accommodations, but this encounter has been quite challenging for us. I kindly request assistance in obtaining a refund for this reservation.

Dear Sir, I wanted to express my disappointment with my recent stay at La Putri Boutique Hotel in Bangi, Malaysia (OYO [redacted]). I originally booked and paid for a 2-night stay, but the condition of the hotel was so poor that I have decided to cut my stay short to just 1 night. I am willing to provide you with more details and photos if necessary. I paid for my stay in cash, and I kindly request a refund for the unused night. My booking ID is: [redacted]65. Thank you for your attention to this matter. Best Regards, Azianura H.

Dear Sir, I made a cash payment at La Putri Boutique Hotel Bangi, Malaysia (OYO [redacted]) for a 2-night stay but I've chosen to only stay for 1 night due to the conditions of the hotel. I plan to check out tomorrow and request a refund for 1 night as I have already paid for both nights in cash. The hotel staff requested that I inform Agoda for the refund as my reservation was made through them, thus they are unable to process the refund directly. In case you need to reach the hotel, their phone number is +[redacted]5. Thank you for your attention to this matter. My booking ID is: ID: [redacted]65 Regards, AH

Dear Sir or Madam, I hope this message finds you well. Due to the current situation with the coronavirus pandemic and the rising number of cases globally, especially in Asia and Southeast Asia, coupled with my wife's severe asthma that makes her extremely vulnerable, we are unfortunately unable to proceed with our reservation at your hotel from March 20th to March 23rd, [redacted]. Given these circumstances, I kindly request a refund for the canceled trip. I am more than willing to provide a medical certificate as proof of my wife's health condition, which prevents us from traveling. I appreciate your understanding during these challenging times and would be grateful for your assistance in processing the refund. I would also like to express my gratitude by sharing positive feedback about your company on platforms like TripAdvisor and Booking.com in the future, should we have a satisfying experience. We look forward to the opportunity to visit Koh Samui and stay at your hotel once the global health crisis has subsided. Thank you for your understanding. Best regards, Félix B.

I am unable to access our email to receive the confirmation necessary for our impending flight to Boracay in three hours. This is crucial for our entry into Boracay. We currently have an alternative email that is functional. Being [redacted] miles away from home and encountering limitations using certain services in the Philippines is challenging, especially considering our senior status. It seems that our concerns are not being heard. Please, we urgently require our confirmation to be sent to [redacted] Without it, we will have to resort to booking a room at the hotel at regular rates. This delay would result in non-payment to you and further frustration for us dealing with an online company that lacks communication. Booking reference: [redacted] Terry B.