Agoda Customer Service Issues

Booking number: [redacted]17 Name: Surendrakumar P Phone: [redacted] Email: [redacted] I recently cancelled a hotel booking due to the COVID-19 pandemic situation. Despite the booking being non-refundable, I am requesting a full refund following the guidelines set by the Indian government. I faced challenges reaching Agoda for assistance, and I am disappointed with the booking experience overall. Your prompt response and compliance with regulations will prevent further escalation. If there is no satisfactory resolution within a reasonable time frame, I will be compelled to pursue legal action. Please get in touch via email or phone promptly. Thank you. Warm regards, Surendrakumar P

Subject: Refund Request for Booking ID - [redacted]60 Hello, I wanted to raise an issue regarding Booking ID - [redacted]60. Upon realizing that the booking was incorrectly processed, I promptly canceled the reservation. Although the initial policy stated a no-refund clause, the hotel kindly agreed to the cancellation without charging any fees. I have already reached out to my bank to dispute the charge made by Agoda on my previous card, which is no longer in use. I am kindly requesting your assistance in processing the refund for this booking. I can provide email confirmation as proof, and the details are also saved in my Agoda inbox. Thank you for your help. Best regards, K. B.

I spoke with an Agoda representative, Mr. AMS, who mentioned that he sent an email to The Good Hotel on March 19, [redacted], at 6:13 am (CA USA Time) to cancel my booking (number [redacted]20) for March 25-31, [redacted]. If The Good Hotel confirms the cancellation and refrains from charging me, Agoda will proceed with the refund. I reached out to The Good Hotel via email and phone. Mr. Jonathan C confirmed that my reservation was canceled on March 17, [redacted], and no charges were or will be applied. Despite the conflicting dates between Agoda's information and the actual cancellation date, I am unable to travel from the Philippines to the US due to travel restrictions imposed by the Philippine government. Your understanding is greatly appreciated. Sincerely, Divina M. Dimayuga

I have encountered significant confusion while trying to address a flying ban issue with the hotel I booked through Agoda. In the process, I unintentionally canceled my hotel reservation with Agoda. The hotel staff informed me that they would not charge any cancellation fees if I canceled immediately through the third party, but after doing so, my Agoda account reflects the cancellation with no refund issued to my credit card. I am unable to reach anyone at Agoda for assistance, and I urgently require my booking. The booking ID is [redacted]61. Your prompt attention to this matter would be greatly appreciated. Thank you.

Hello, Due to Covid-19, my daughter's wedding reception was cancelled by the venue and rescheduled for September 26, [redacted]. I had a booking at Ibis Perth with reservation number [redacted] for the original wedding date. I would like to request to swap this booking for the new date, arriving on September 26 and checking out on September 27, [redacted]. Although my original booking had no free cancellation, I kindly ask for your understanding considering the impact of Covid-19 and the additional costs incurred due to other financial losses from the wedding. Your assistance in this matter would be greatly appreciated. Best regards, Luigi Petruzio

I made a hotel booking through Agoda from Australia for the MGM Grand Hotel in Las Vegas, USA. Due to the global crisis caused by Covid-19, both Australia and the USA have implemented travel restrictions. The MGM Grand Hotel informed me via email that they canceled my reservation without any charges and advised me to contact Agoda for a refund. Despite several attempts to reach Agoda through email and their resolver website, I have only received generic automated responses prompting me to manage the booking online. After canceling the booking online, I was notified that the booking is non-refundable. Given the circumstances that are beyond anyone's control, it is expected that Agoda honors the refund as indicated by MGM Grand Hotel. Best regards, J. Ford

Due to the global spread of the coronavirus, all domestic air, sea, and land travel in Manila has been suspended by the president of the Philippines since March 12, [redacted]. Flights have been canceled, and Manila is under community quarantine. I have had to cancel and rebook all my reservations. I am unsure why Agoda is not offering refunds for cancellations like many other travel agencies and airlines in the Philippines. During this public health emergency, why can't Agoda consider waiving my booking cancellation fees or allowing me to rebook my reservation?

Due to the widespread impact of the coronavirus, domestic travel in Manila has been suspended. The president of the Philippines has declared a community quarantine causing flight cancellations. I have had to cancel and rebook my travel arrangements. However, I am disappointed that Agoda does not offer refunds for cancellations. Many travel agencies and airlines in the Philippines are understanding of the situation and allow rebooking or refunds. I urge Agoda to consider the public health emergency and waive the cancellation fees for my booking.

I recently canceled my booking at the Wagga International Hotel due to the coronavirus preventing me from attending the Wagga Cup Horse Racing event. Despite the circumstances, I was charged $[redacted] for 3 nights, whereas I could have rebooked the same accommodation for $[redacted]. I was unaware of the no-cancellation policy and was disappointed to be charged without prior notice, leaving me financially strained until my next payday. Given the current situation with the coronavirus, I strongly believe that guests should be allowed to cancel their bookings without penalty. This experience has been frustrating, and it has deterred me from using Agoda or the Wagga International Hotel in the future. Sincerely, D.R.

We have a hotel booking with Baiyoke Boutique Hotel in Bangkok for 2 rooms from May 24 to May 28, [redacted]. Our booking ID is [redacted]84. Due to the Coronavirus crisis, the hotel has agreed to change the dates of our booking without any penalty charges. We just need to obtain amendment vouchers from Agoda. We have already adjusted our airline bookings to the new dates, July 26 to July 30, [redacted]. Given the current situation affecting many travelers' plans, we kindly request your understanding and support in waiving any fees. The hotel is accommodating bookings up to 3 months without penalties. We remain hopeful that by July, the crisis will have passed. Thank you for your assistance. Sincerely, Marilyn D.

I've been in touch with 'The Secret Cliff Restaurant and Resort' to request a full refund due to travel restrictions preventing me from leaving my country. They couldn't locate my booking and advised me to reach out to you to process the refund. They also mentioned offering free cancellation, which I assume is the same as a refund. Please process this request promptly and inform me of how I will receive the refund, which can be paid through the original payment method. For any inquiries or communication needs, feel free to reach me at [redacted] (Australia). My booking number is [redacted]. Thank you, Kristy Hunter

Hello, I'm Arif Raihan, and I purchased a Spicejet airline ticket through Agoda.com on March 3, [redacted]. My scheduled flight on March 16, [redacted], at 3:45 pm from Dhaka to Chennai was canceled by Spicejet due to COVID-19. They assured me of a full refund via email on the same day. Following their instructions, I contacted Agoda for the refund, but unfortunately, I have been unable to reach anyone by phone since March 17, [redacted]. My Agoda Booking ID is [redacted]53. Attached is the confirmation email from Spicejet. I kindly request your prompt assistance in processing my refund. Thank you.

Booking Reference: [redacted] Dear Sir/Madam, I am writing to address an issue with a travel agency during my honeymoon in the Maldives. Furaveri Island Resort and Spa informed me they couldn't accommodate me due to the COVID-19 pandemic, instructing me to cancel through Agoda. After canceling, the full amount was deducted from my bank account. I am stranded in the Maldives, unable to reach the resort for my honeymoon. I am requesting a refund of ZAR 45,[redacted].99 promptly. Date: 21/03/[redacted] I am displeased to be charged for a booking canceled at the resort's behest. I seek a swift resolution and refund, as I should not be held accountable for a service I did not receive. I anticipate your prompt response. For record-keeping, please reply to this email address. Sincerely, Cedric L. Booking Reference: [redacted]

I, Mr. Brayan Francis Gonsalves, made a reservation at Hotel Express Inn in Narshik, Maharashtra, India for a one-day stay on March 27, [redacted], to March 28, [redacted]. Due to the current critical situation, I need to cancel my booking. The payment was deducted from my credit card on March 18, [redacted]. I tried contacting the hotel and Agoda services, but faced network issues. The Agoda app was also not working properly. I kindly request for a swift refund and urge for assistance in rectifying the app issues. My information is as follows: Guest Name: Brayan Gonsalves, Booking ID: [redacted]54, Room: 1 Express Room (20 m2), Check-In: March 28, [redacted], Check-Out: March 29, [redacted]. Thank you. Regards, Brayan Gonsalves.

Subject: Request for Cancellation due to COVID-19 (Booking ID: [redacted]17) To Whom It May Concern, I am based in Malaysia and had a booking at Dormy Inn Premium Tokyo Kodenmacho with Booking ID: [redacted]17 from 24th to 27th May [redacted]. Given the escalating situation of the COVID-19 outbreak in both Malaysia and Japan, it seems unlikely that I can proceed with my travel plans. Although my booking was non-refundable, upon contacting Dormy Inn Premium Tokyo Kodenmacho, they have agreed to a refund due to the exceptional circumstances surrounding COVID-19. They have requested that I reach out to Agoda, the booking agent, to facilitate the cancellation and refund process. I kindly request your assistance in coordinating the cancellation with Agoda on my behalf to ensure a refund can be processed. Your help in this matter would be greatly appreciated. Many thanks for your attention to this request. Sincerely, Gooi Chye Seong

I attempted to book a flight but encountered a problem with the booking process, resulting in my credit card being charged and blocked. I urgently require a refund. During my initial call to customer service, I was informed by a representative that the refund had been processed, but after verifying with the bank two days later, it had not been completed. Upon my second call, the necessary information was sent to the bank; however, the email address provided was incorrect, causing the details not to be received. Today, during my third call, I had a negative experience with a representative after requesting the email address to be repeated to ensure accuracy. The level of service provided has been extremely disappointing.

Hello, I received an email regarding booking number [redacted]2 for my reservation at the Darlington Hotel in London, informing me of a refund due to their closure. Following their instructions, I canceled my booking, but received a refund confirmation stating it was nonrefundable. I later received an email from the Darlington Hotel stating that Agoda, as a third party, would handle the refund process. However, every time I visited Agoda's website, I was redirected back to the hotel. Despite having emails from both parties, I have not been able to successfully process my refund. With my travel plans disrupted, including a canceled cruise and uncertain return flight to the US, I am seeking assistance in understanding why the refund is not being processed despite following all instructions provided. Please advise on how to proceed. Thank you, P. Driscoll.

Booking ID: [redacted]17. I made a reservation for a 4-night stay (Mar 16 to 20, [redacted]) in Pasay, Metro Manila, Philippines at OYO [redacted] Red Velvet Suites for my partner, Ruth Tuan. Due to lockdown/Covid-19, we had to cancel on March 16th. I tried to cancel online but couldn't find the option. I sought help at the hotel front desk, and they assured me no charges beyond a one-day cancellation fee should apply. I am now seeking a refund for the payment made on my Mastercard (Louis Berube). The hotel can be reached at +[redacted]8 or through email at [redacted] The booking was for a Deluxe Double Room, and the total cost was CAD [redacted].65. I kindly request that the refund be processed back to the same Mastercard used for payment.

Dear Sir/Madam, I am writing to inform you that my partner (A.T.) and I had booked and paid for a 2-night stay at Baiyoke Sky Hotel in Bangkok for our honeymoon on April 21-22 through Booking.com (booking.basic) with Agoda. Due to the current COVID-19 pandemic and the rising number of cases in Azerbaijan, all flights to Thailand have been canceled as the airports are now only offering charter flights. This situation has also led to the cancellation of weddings in our country. Given these unprecedented circumstances, we are forced to cancel our trip. This is beyond our control and falls under Force Majeure. We have reached out to the hotel, and they have advised us to contact our booking agent, which is why I am reaching out to you. We kindly request your assistance in canceling our booking and facilitating a refund as a result of this Force Majeure event. Below are the relevant details of the booking: The Agent Booking Number: [redacted] The Hotel Booking Account Number: [redacted] Confirmation Number: [redacted] PIN Code: [redacted] Any help you can provide in this matter would be greatly appreciated. Best regards, L. G.

Regarding Booking Confirmation Booking ID: [redacted] Reference: #[redacted]7 Traveler: F.H. Member: #[redacted]85 I made a reservation at The Rosen Plaza Hotel for March 13-20, [redacted], via Agoda. Despite the confirmation stating March 17-24, I called to cancel on March 11, [redacted]. I didn't correct the dates due to canceling soon after booking. The confirmation only listed the hotel's phone number for contact. It's been over a week, and I haven't received booking confirmation. The cancellation policy indicates no refund, but I need a payment record from the agency for insurance reimbursement. Could you please provide a copy of my bill as the trip was canceled due to COVID-19 travel advisories.