Agoda Customer Service Issues

Dear Sir/Madam, I hope this message finds you well. As a VIP gold member of Agoda, I had arranged a trip to Switzerland from March 19th to the 24th. I made hotel reservations through Agoda with the following booking ID references: [redacted]32 [redacted]80 [redacted]52 [redacted]96 Given the global concerns regarding international travel amid the Coronavirus pandemic and the advice from the Sri Lankan government to avoid non-essential travel, coupled with the escalating number of COVID-19 cases in Switzerland, I find myself in a situation where I may need to cancel my trip. I kindly request your assistance in exploring the possibility of a refund for the aforementioned bookings, understanding that these are typically non-refundable reservations. Your understanding and support in this matter would be greatly appreciated. Thank you for your attention to this request. Best regards, Sivakumaran

Hello, I am writing to request a full refund for the reservation I made at Scandic Grand Marina from May 1-3. I had booked this hotel to coincide with a tour booked through Trafalgar. Unfortunately, Trafalgar recently informed us that all tours are being canceled due to the outbreak of the NCOV-19 virus. Although our initial booking was non-refundable, the circumstances have drastically changed with the government's lockdown and Trafalgar's tour cancellation. I hope the hotel can show understanding considering the widespread impact of this situation. We look forward to possibly rebooking with the hotel once things settle down. Our booking ID is [redacted]88 and reference ID is [redacted]. Your prompt attention to this matter is greatly appreciated. Thank you. Regards, Erlynn

Booking ID: [redacted]44 Email: r********[redacted] Issue: I am requesting a refund for my hotel booking due to the ongoing COVID-19 situation. I have been unable to proceed with my vacation plans and am hopeful for a resolution. I look forward to the possibility of either a credit card refund or converting the payment into a credit for future bookings. Thank you for your assistance in this matter.

I reserved a room for March 25-28, [redacted], but my conference was canceled due to the coronavirus quarantine. Despite contacting Extended Stay America in Houston, TX three days ago, they directed me to seek a refund from Agoda. I paid $[redacted].95 upfront for the reservation, as shown on my credit card statement. However, I am struggling to reach Agoda for a refund since they require a booking number, which I do not possess. My only reference is the confirmation code B7T9X3 on the receipt. Any advice on how to secure my refund promptly would be greatly appreciated. - N. Cohen

Hello, we are still waiting for the property to approve our refund request for one night. We had to cut our stay short due to a government-imposed emergency lockdown starting on March 15th at 12 am. We are uncertain if we must return before the quarantine ends or stay for potentially a month until the lockdown is lifted due to COVID-19 safety measures. We kindly ask for your assistance in persuading the property to consider an exemption to their no refund policy. We are only seeking a refund for the last night of our stay. Many other properties have been understanding about cancellations and refunds given the current COVID-19 situation.

I would like to cancel my booking due to the cancellation of the meeting. Can I request a refund for booking number [redacted]81? The meeting was postponed as per the important announcement regarding the postponement of face-to-face classes. It was stated that no student should travel to any IIUM Campus, and further instructions will be provided soon. Apologies for any inconvenience this may cause.

Dear Agoda, I hope you can assist me with a recently discovered issue. Due to the ongoing Covid-19 situation in the US, where I reside, I urgently need to return home to be with my daughter. I plan to fly back as soon as travel arrangements permit. Could you please advise me on canceling my current reservation for a refund? Alternatively, would it be possible to place the reservation on hold for a future trip? I frequently travel to Thailand and intend to return within the next 6 months. Any alternative options you can provide would be greatly appreciated. My booking reference number is: [redacted]. Thank you for your prompt attention to this matter. Best regards, R.K.

I have made a reservation for 2 rooms at the Ambassador Hotel in Bangkok, Thailand, through the Agoda app. Our planned check-in date was April 1st, with a check-out on April 4th. Unfortunately, our flight for April 1st has been canceled due to the global spread of the coronavirus, making it impossible for us to travel. I understand that my booking is non-refundable, and I'm not requesting a refund. Given the current situation and its impact on travel, I kindly ask if it is possible to reschedule only 1 room for me to check in on August 22nd, [redacted], and check out on August 25th, [redacted], so I can still enjoy my holidays. My booking ID is [redacted]81. I am Supratik Burman.

Dear Sirs, Due to the ongoing changes in Thailand concerning the virus, I hereby inform you that I am canceling my bookings: [redacted]57 Paradise Boutique Hotel, Hanoi [redacted]89 Adaline Hotel, Da Nang [redacted]89 Meraki Hotel, Ho Chi Minh City I have everything ready, visas and more, but I do not feel comfortable risking any issues for both me and my family. If the situation improves in the future, this trip is already planned. I am unsure if you will inform the hotels of my non-arrival. I am open to any refunds or vouchers for a future trip if possible. I apologize for any inconvenience caused, but we do not feel at ease embarking on this journey. Best regards, Danilo

The hotel is currently awaiting Agoda to contact them regarding adjusting my booking with ID [redacted]7 due to an error with the dates. Despite Agoda stating they have reached out multiple times since Wednesday, the hotel hasn't received any communication. The hotel agent, Anuar, is prepared to modify the booking on my behalf but requires a request from Agoda to proceed. Anuar's email is [redacted] I am currently staying at the hotel. My original booking from the 11th-12th of March (1 night) was incorrect; it was intended for the 13th-17th of March, spanning 4 nights. I have a confirmed booking for the correct dates of the 13th-16th of March, totaling 3 nights. Anuar at the hotel is willing to make the necessary adjustment to change the erroneous booking from the 11th-12th of March to the 16th-17th of March. Once this change is made, the total duration of my stay will be 4 nights from the 13th to the 17th of March, as initially planned. I appreciate Anuar's assistance and eagerly await the hotel's decision. Thank you for your prompt attention to this matter. Best regards, Franklin

Dear Customer Service, I need assistance with my booking. Due to Covid-19 and travel restrictions, I am unable to modify my reservation on the website. Despite the hotel's willingness to reschedule via email, I am encountering difficulties with Agoda's phone line, which disconnects after directing me to the website. I urgently require help to change my booking dates and speak with a representative. My booking number is ID[redacted]9. Thank you.

We had a trip planned to Chiang Rai, Thailand but due to the coronavirus situation and the updated travel restrictions by the Thai government, we moved our flights from March to January. Now we need to adjust our hotel reservation (ID: [redacted]13). I am aware that changes typically aren't permitted, but given the circumstances surrounding the virus and the government regulations, we would like to reschedule our stay. Kindly provide guidance on how we can proceed with altering the dates.

Dear Sir/Madam, I hope this message finds you well. I am writing regarding our room reservation with Booking Confirmation ID # [redacted]92 scheduled for April 8, [redacted], at Boracay Sands Hotel from April 8, [redacted], to April 11, [redacted]. In light of President Duterte's announcement of the Metro Manila lockdown prohibiting land, domestic air, and domestic sea travel from March 15, [redacted], to April 14, [redacted], I kindly request your assistance in processing a refund for our booking. Our trip to Boracay involves two travelers, myself, and my Brazilian boyfriend who was scheduled to arrive in Manila from Japan on April 3, [redacted]. Due to the lockdown, it is no longer feasible for us to travel together to Boracay since he will be leaving the country on April 13, [redacted]. Therefore, refunding our booking is the only option as rescheduling our trip is not feasible. I sincerely appreciate your consideration and assistance in this matter. Thank you, and I look forward to your prompt response. Warm Regards, ATTY. ROMLG [redacted] +[redacted]29

Dear Sir or Madam, My name is Doreen Kublik, and I have bookings with Agoda under the following booking numbers: [redacted]47 - Kandima Maldives [redacted]23 - Do Chic In B&B [redacted]55 - The Kuala Lumpur Journal Hotel [redacted]67 - Nam Keng Hotel [redacted]51 - Cenang Plaza Beach Hotel I had made these hotel reservations for my holiday. I reside in Germany, specifically in Nordhrein Westfalen. Unfortunately, due to the coronavirus outbreak, the Maldives have implemented an entry restriction for individuals from Nordrhein Westfalen. Additionally, my return flight from Singapore to Germany was canceled because of entry restrictions for Germans. As Germany will soon enforce an exit ban, I am unable to proceed with my travel plans for safety reasons. I kindly request to cancel my bookings and receive a full refund. I appreciate your prompt attention to this matter. Thank you. Best regards, Doreen Kublik

Good evening, I am concerned about the worsening global situation with increasing bans and restrictions due to the coronavirus pandemic. I had made a non-refundable reservation in Paris for 4 nights from 22/03 to 25/03 before the pandemic became a worldwide issue. I reached out to Agoda via email three days ago regarding a refund, but I have not received a response yet. I am unsure of what options are available to me in this situation. My reservation number is [redacted]23. Thank you for your assistance. Sincerely, Christos

Due to the Covid-19 outbreak, I am seeking to cancel my Penang trip in May and ask for a full or partial refund or a rescheduled date. I understand the challenges your team faces with the increased volume of emails during this uncertain time. I believe you have the potential to improve your services and gain loyal customers like myself. If you wish to address my concerns and demonstrate that my experience is not the norm due to the current situation, please contact me. Otherwise, this will be my final booking with Agoda. Thank you.

Dear Agoda Customer Service, I am writing to inform you that due to the unexpected lockdown in Manila, my stay at El Centro in Boracay has been affected. Although I had initially planned to keep my reservation, the current state of emergency prohibits Filipinos from traveling beyond the metro area. I am unable to reschedule my vacation due to limited available dates. The refund deadline was before the travel ban was announced, causing a predicament. I believe my request for cancellation and refund is sensible given the circumstances. This situation was unforeseen, and I hope for your understanding as it greatly affects our budget.

Subject: Refund/Re-booking Inquiry Hello, I am following up regarding an incorrect refund received for my booking at RedDoorz near Caticlan airport, check-in on March 16-17 with ID: [redacted]80 (already resolved). However, I still need assistance with a booking at Ralph's Place in Boracay Island, Philippines for March 13-16, [redacted], under Ms. Shiela Marie Quines, Booking ID [redacted]60. As there was a travel ban from Manila affecting our plans, we had to reschedule our flights, impacting our hotel reservation. I kindly request guidance on how to proceed with either a refund or re-booking for this reservation. Thank you.

Dear Sir, I want to inform you that, due to the current situation with the coronavirus and government restrictions, I am unable to travel on the originally scheduled dates. Please refer to the booking details mentioned below. I kindly request to reschedule my booking for 7 nights from June 23rd to June 30th. I have been attempting to contact your helpline for the past week, waiting up to 30 minutes for a response with no success. I understand the challenges faced by all countries during this time. May we all stay safe. I have also contacted the hotel directly and they have agreed to change the dates pending your confirmation. Please provide the hotel with the necessary confirmation. Best Regards, Awais

Subject: Refund Request for Booking ID: [redacted]77 Dear Sir/Madam, I am writing to request a refund for Booking ID: [redacted]77. I made a reservation for a one-night stay at Deface Platinum Suites KUL on April 12th through the Agoda website. Due to the recent travel restrictions imposed by the Singaporean government in response to the ongoing coronavirus outbreak, my elderly family members, who are over 70 years old, are no longer able to travel from our ASEAN country. They would be required to undergo a 14-day home quarantine upon arrival, which is not feasible for them. I sincerely hope for your understanding of our predicament and kindly ask for your assistance in processing the refund for this booking. I would greatly appreciate a prompt response to this matter. Thank you very much for your help. For further communication, you can reach me via WhatsApp or Viber at +65 [redacted]7. Thank you and Best Regards, Yi Mon