Agoda Customer Service Issues

I booked a one-night stay at De Vere Devonport House London for July 6, [redacted], through booking.com. The concert I was attending got canceled, so I'd like a refund of £[redacted] for the accommodation. I received an email from Ticketmaster confirming the cancellation of the event. Here is the information: Event: Greenwich Music Time - Sarah Brightman - Old Royal Naval College, London Ticket refund details: - Event Date: July 6, [redacted] - Refund Processed: Yes - Refund Amount: £[redacted] I appreciate your prompt attention to this matter. Thank you. Sincerely, R. Cinicola

Hello, GetHuman Support, I contacted Scandic Grand Hotel via email regarding a booking refund issue due to the coronavirus situation. Despite the circumstances and travel ban in my country, the hotel did not grant a full refund. I explained the situation ahead of our arrival date and mentioned that our tour with Trafalgar from Helsinki to Russia was canceled due to the increasing cases in Finland. Our original booking was tied to the Trafalgar tour, so there's no point in keeping it now. We are not insisting on an immediate refund but rather requesting to reschedule our stay for May 1, [redacted], when hopefully the COVID-19 crisis will be resolved. Looking forward to your prompt response. Thank you.

I booked a room at The Town Lodge in Port Elizabeth for the South African Iron Man Championships originally set for March 29th, [redacted]. My stay was planned from March 26th to March 30th, [redacted]. Due to COVID-19, the event has been rescheduled for November 15th, [redacted]. I reached out to Town Lodge, but as I booked through a 3rd party, they couldn't assist directly. They offered to cancel my reservation and hold the funds for a future booking once I have the new dates. They directed me to contact AGODA, the platform through which I made the reservation. I'm seeking guidance on how to proceed with this situation. Thank you, Sterrenberg.

Hello Get Human, I am reaching out for your assistance in coordinating with Scandic Grand Hotel. I have already sent them an email requesting a full refund for my booking due to several reasons. Firstly, we asked for the booking to be canceled well before our scheduled trip to Helsinki. Additionally, there is a travel ban in our country advising citizens against domestic and international travel to prevent the spread of the virus. Furthermore, we only selected Scandic Grand Marina because of Trafalgar, which has since been canceled. Given the rising cases, especially in Europe, we feel it's not the right time to travel. If a full refund is not possible, could Get Human kindly help us request to reschedule our booking to April 30 - May 2, [redacted], without extra charges, as we had booked well in advance? Our booking number is [redacted], for May 1 to May 3. We await your prompt response. Thank you. Regards, O & E

Hello, my name is Björn Thorsell. I need to cancel my reservation at Starlight Hotel Suiten Salzgries from March 27th to March 31st due to COVID-19 government restrictions. I booked through booking.com, but they advised me to cancel directly with the hotel. The hotel is willing to cancel for free, but they can't see my reservation due to it being linked to Agoda. Can you assist me in getting a full refund for my reservation? Here are my reservation details: Check-in number: [redacted]79, Reservation number: [redacted][redacted]43, Pin Code: [redacted]. Thank you. Björn.

Good morning Agoda, My name is Zaghini Massimo and I live in Mantova (Lombardia, Italy). I had made a reservation through Booking Italia for NH Hotel Valencia Las Ciencias from today, Tuesday, March 17, [redacted], to Friday, March 20, [redacted], which has been canceled due to the coronavirus. Booking's email stated that the reservation is non-refundable, but to check with the hotel for further assistance. I sent an email to the hotel asking if it was possible to change the reservation dates, explaining that my cancellation was due to the global phenomenon of the coronavirus, which has led Spain to close its borders. The hotel's response via email was: "Good evening Mr. Zaghini, That's fine, not a problem. Firstly, to cancel the reservation without charges, you need to contact Agoda, where the reservation was made, then we can cancel it. For further information, do not hesitate to contact us. We hope to see you soon at another time. Regards," Considering the current situation with the coronavirus, I kindly ask if it's possible to change the reservation date without any refund. Thank you, and I look forward to your response.

Hello, I made a hotel reservation through trivago, which redirected me to agoda, and I received Booking ID [redacted]10 for a reservation from March 19-21 at Mount Airy Casino Resort in Poconos, PA. I contacted the hotel directly to change the reservation due to the current coronavirus situation. However, they informed me that changes or cancellations must be made through the original booking platform. The hotel mentioned they are open to a refund or rescheduling, as per the reservation manager (communication via front desk agent, Lelani). As healthcare workers dealing with elderly patients in a nursing home, we have decided to postpone our trip for the safety of our patients. We kindly request assistance in modifying the reservation for future dates or canceling with a credit for future use, as indicated by the hotel staff. They are willing to assist if the changes are made through agoda. Thank you for your quick assistance. Best Regards, Salma H.

Subject: URGENT REFUND REQUEST: Agoda Booking ID: [redacted]44 Dear Support Team, I hope this message finds you well. I understand that you must be receiving numerous requests for cancellations during this lockdown period in your area. I have already reached out to Agoda regarding my booking; however, I have not yet received a response from them. I also attempted to contact the property directly with no success. Attached is the booking confirmation for your reference. Unfortunately, due to the lockdown and the ban on domestic flights in Cebu starting today, we are unable to proceed with our travel plans as originally intended. While I am aware that the booking was non-refundable, I kindly request your understanding in this exceptional circumstance beyond our control. I appreciate your prompt attention to this matter and eagerly await your response. Warm regards, J.N.

Subject: Urgent Cancellation Request: Agoda Booking ID: [redacted]60 Hello, I understand you must be receiving numerous cancellations during the current lockdown. I have tried to reach out to Agoda without success and also attempted to contact the property directly. I am urgently seeking a full refund for my fully paid booking. Despite our desire to travel on the planned dates, the ban on domestic flights in Cebu has made this impossible. Attached is the confirmation from Agoda. While aware of the non-refundable nature of our booking, the circumstances surrounding the trip's cancellation are beyond our control due to the government mandate. I appreciate your prompt attention to this matter. Best regards, J.N.

Due to the cancellation of the social work conference, I need a refund for my booked stay at Harris Resort from April 26th to 29th, [redacted]. Contact me at [redacted] or [redacted] The original email used for booking is not functioning properly. Please address this issue promptly as your website is not user-friendly. It is crucial to expedite the refund process as I am disabled and rely on fixed income. Thank you, Danielle Greybek.

I booked accommodation for the Australian Surf Life Saving Championships through Booking.com, but it was listed as an agoda.com booking. Unfortunately, due to COVID-19, the event has been canceled. Surf Life Saving Australia has confirmed the cancellation. As a result, we will not be traveling to Queensland and need to cancel our booking for 8 nights in 1 room at The Penthouse Apartments. The details are as follows: Confirmation number: [redacted], PIN code: [redacted], Check-in: Monday, 20 April [redacted], Check-out: Tuesday, 28 April [redacted], Total cost: AUD 1,[redacted]. I have already contacted Booking.com and The Penthouse Apartments, who advise to reach out to Agoda.com for the refund. Given the circumstances, I kindly request a prompt refund processing. You can reach me at +61 [redacted]93 or via email at [redacted]

I mistakenly clicked on the cancelled booking for my reservation at Grand Ion Delemen Hotel in Genting Highlands. My booking ID is [redacted] for a stay from 19-20/March. The last four digits of my card number are [redacted], and my contact number is [redacted]. I now wish to proceed with my stay as initially planned. Could you advise me on the best course of action to rectify this error when I arrive at the hotel? I hope to explain the situation and ensure that I am still able to stay there as intended. Thank you.

Dear Sir, I am writing to inform you that our cruise scheduled for April 1, [redacted], has been canceled due to the coronavirus situation. We had a reservation at the Calico Court Motel in Tweed Heads. After canceling the booking online, I was surprised to find out it was non-refundable. I believed we could cancel penalty-free based on the motel's policy of 2 days prior. When I contacted the motel, they mentioned that the booking had vanished from their system, and they wouldn't receive payment, yet I am being denied a refund. I kindly request a refund as per the agreed terms. If the money is not refunded, I will escalate the issue to my credit card company, Visa, for further assistance. Michael V.

Dear Support Team, I hope this email finds you well. I am reaching out to request the cancellation and refund for my bookings with reference numbers [redacted]72 and [redacted]36. Due to the current lockdown imposed by the government from March 15 to April 14 in response to Covid-19, all travel has been restricted, including air, land, and sea travel. I understand that you have already contacted Dumaluan Beach Resort in Bohol regarding the cancellation fee waiver, but they have not agreed to it. I would like to bring to your attention a statement from the Department of Trade and Industry affirming that events postponed due to the Covid-19 threat should be refunded, considering it a force majeure situation. According to DTI Secretary Ramon Lopez, individuals should receive refunds for bookings made for events affected by the pandemic, and if there are difficulties in obtaining the refund, individuals can seek assistance from the government through the DTI consumer complaint hotline. I kindly request your assistance in expediting the refund process for my bookings. Thank you for your attention to this matter. Best regards, A.S.

I am writing about my hotel reservation at Azalea Hotels & Residences Boracay in Boracay Island, Philippines from February 22, [redacted]. My booking ID is [redacted]0 under the name J. BANDIEZ for the dates March 28-29, [redacted]. Due to the COVID-19 pandemic, Executive Order No. [redacted] was issued in Aklan restricting movement and enforcing social distancing. Panay Island is also under Community Quarantine. I kindly request to cancel my reservation and receive a full refund of P 3,[redacted].66 promptly. I have already contacted the hotel about this issue.

Subject: Request for Cancellation and Refund of Booking at El Centro, Boracay Dear Agoda Customer Service, I am writing to inform you about our situation due to the unexpected lockdown in Manila. Unfortunately, we are now unable to make our reservation at El Centro in Boracay, which we booked through your platform. Under the current state of emergency, it is impossible for us as Filipinos to travel outside of the metro area. Although we originally had no intention of canceling our stay, the circumstances have left us with no other choice. The deadline for refunds was prior to the travel ban announcement, making it difficult for us to comply earlier. Given these circumstances, we kindly request your understanding and assistance in canceling our reservation and processing a refund. We sincerely hope for your understanding and prompt action on this matter. Thank you for your attention. Booking Reference Number: [redacted]16 Warm regards, Nirielle L.

I have an appointment scheduled at the Veterans Administration Outpatient Clinic on Guam for April 3, [redacted], with Dr. Pasatiempo. My nurse coordinator mentioned a 14-day quarantine for travelers from the Philippines, affecting my upcoming visit. I had a hotel reservation with Booking ID#[redacted]48 for check-in on April 2, [redacted], but I would need to cancel due to these travel restrictions. Thank you for any assistance with this issue. Regards, B. Dixon

I made a hotel reservation in Jeddah for a few days after my Umrah pilgrimage in March [redacted]. Unfortunately, my trip got canceled due to the travel ban. I've tried to get a refund from Agoda.com, but they keep asking for proof of cancellation despite my numerous attempts. The hotel in Jeddah confirmed they would allow a cancellation without penalties, yet Agoda is dragging their feet to reverse the payment on my credit card. My booking ID is [redacted]27 under the name Linda van der Merwe. I hope to get Agoda's attention soon and receive my refund promptly.

Hi, I am currently staying at Lanta Resort on Koh Lanta, a reservation made through your app. The resort is advertised as luxurious, but my experience has been far from it. On my first night, a lamp above the bed fell and hit me on the head. The bed sheets have noticeable stains, and the WiFi is unreliable with constant disconnections. What's worse, the resort's proximity to a karaoke and live music bar leaves me sleepless until 3:00 AM every night. Despite requesting a room change to avoid noise, the reception only offered a costly upgrade. They directed me to reach out to Agoda. I hope for either compensation or a solution to move to a quieter room. I value your services and may consider an alternative resort if my concerns are not addressed. Regards, Sylvester

I need to cancel my reservation with Agoda at Holiday Villa Hotel & Conference Centre in Subang, Malaysia due to movement restrictions. My Booking ID is [redacted]77. I also kindly request a refund for this booking. Please contact me via email at [redacted] or phone at +[redacted]2. Thank you.