Agoda Customer Service Issues

Hello, Could someone please tell me how long it takes to receive a refund after canceling a booking? I canceled Booking [redacted]73 with a check-in date of April 09, [redacted]. Although I received an email confirming the cancellation at Diamond Cliff Resort And Spa, my credit card was charged a few weeks prior. Thank you.

Hello, I reserved a room at Manila Airport Hotel for one night on March 18th. On March 17th at 9:10 am, I made the reservation. Due to the evolving situation in the Philippines and the recent Emergency Community Lockdown, when I contacted the hotel to confirm today, I was informed that they did not receive the booking from Agoda. After sending them the confirmation email, they mentioned that they cannot honor the booking since the hotel will be closed during the lockdown. Agoda has already charged me for the one-night stay. How can I get a full refund given this unique situation? The hotel's closure was not indicated at the time of booking. The hotel informed me that they notified all guests about the closure on Tuesday morning. Please advise on the process for a FULL refund as the current refund policy does not cover circumstances related to the coronavirus lockdown, especially in Metro Manila, the Philippines. Thank you, Natalia

I regret to inform you that due to circumstances beyond my control, I had to cancel my booking with Agoda. My Booking ID[redacted]92 was affected by the enhanced quarantine in Quezon City, Metro Manila, and the lockdown situation in both Quezon City and Baguio due to the COVID-19 pandemic. As a long-time Agoda customer, I kindly request the cancellation fee be waived and a refund processed for the full amount of my booking. Thank you for understanding.

Due to the coronavirus situation, I may not be able to travel to my booked destination. The Australian government advises against flying, and Jetstar, my flight carrier, is cancelling a significant number of interstate flights. I am requesting a full refund due to this humanitarian crisis which is beyond my control. The refund needs to be processed immediately as my flight was scheduled for Friday, March 20, [redacted]. I have attempted to contact Agoda by phone for over 2 hours but have been unable to reach the call center. I understand that this falls within the cancellation time frame, however, given the circumstances of the coronavirus crisis, I believe a refund should be granted. Please contact me via email at your earliest convenience as this is an urgent matter during these challenging times. - Craig B.

Subject: Cancellation Request for Booking ID [redacted]05 Dear Agoda Customer Experience Group, I am writing regarding my recent booking for a trip to Thailand with my spouse and 2-year-old son through agoda.com. Unfortunately, both my outgoing and return flights with Air India were canceled due to the current situation with the spread of the coronavirus. I am extremely worried about the restrictions in place at airports, roads, and railways in Mumbai, India, and Thailand. The Thai Government Embassy has also suspended the issuance of visas for Indian nationals indefinitely due to the coronavirus outbreak. Given these circumstances, the cancellation of my flights and the safety concerns for my family, especially traveling with a young child, I am left with no choice but to cancel my trip. As a long-standing customer of agoda.com, I kindly request the cancellation of my booking and a prompt refund. Thank you for your attention to this matter. Best regards, S.S. Mobile: [redacted] / [redacted]

I booked a stay at the Galadari Hotel in Colombo, Sri Lanka through Agoda, with a check-in date of April 01. Despite canceling on March 10, just outside the 35-day window, I lost Canadian $[redacted].82. Due to COVID-19 guidelines advising seniors like us not to travel, we had to cancel our trip. We kindly request a reconsideration for the refund of the amount lost, given the current unforeseen circumstances. Many establishments are offering refunds under similar circumstances. We appreciate your understanding and hope for a positive response. Thank you. Sakunthala S.

I am contacting you regarding the cancellation of two reservations with the reference numbers [redacted]85 and [redacted]85. Due to the new travel restrictions imposed in New Zealand and Sri Lanka, I had to cancel my plans to visit Sri Lanka via Thailand on April 1st. Given the mandatory 14-day isolation in Sri Lanka and the uncertainty of flights to New Zealand because of border restrictions announced on March 15th, it is beyond my control to proceed with the trip. I kindly request a refund or a credit note for future booking when the situation allows for travel. Booking.com has already processed refunds for my other bookings. I anticipate your prompt assistance with this matter. For record-keeping purposes, please respond to this email address. My trip details are as follows: Booking Reference ID [redacted]85 and [redacted]85 for a journey from AKL to Sri Lanka via Thailand on April 1st. Sincerely, Viduranga.

Hello! I need to change my booking date due to the community quarantine in our city because of the Coronavirus situation in the Philippines. However, when I attempted to do so, I found that all dates were unavailable each month. Surprisingly, when I tried to book a different date for a semi-deluxe room, it was successful. It seems there may be an issue either with the app or the hotel in displaying available dates. I have already reached out to the hotel, and they mentioned, "Our hotel is understanding and will allow reservation changes without any fees. Please also contact Agoda." Could you please assist me with this update? My Booking ID is [redacted]96. Your prompt response would be greatly appreciated. Thank you!

Dear Sir, I am KHIN SU HLAING AYE from Myanmar, and I have booked four rooms at your hotel from February 16 to 20, [redacted]. The reservation was made via Agoda on January 23, [redacted], with booking code: [redacted]81. Unfortunately, due to the global COVID-19 pandemic, we have to cancel our trip and the hotel reservation. We are facing the possibility of losing our payment. Since the cancellation is still two weeks away from the reservation date, we kindly request your understanding and consideration for a reimbursement. Given the circumstances surrounding COVID-19, we sincerely hope for your understanding and compassion. We are grateful for any assistance you can provide. We eagerly await your response. Best Regards, KHIN SU HLAING AYE

Dear Agoda Customer Service, I am reaching out to request a cancellation, refund, or rebooking of my reservation for the Kandugyap House by the Sea resort in Bantayan Island, Cebu province, scheduled for March 19-21, [redacted]. The booking number for this transaction is [redacted]20. As a VIP member, I have been using the phone app to book with my Mastercard ending in [redacted] and have already paid 4,[redacted] pesos for this reservation. Due to the lockdown in Cebu province, which has restrictions on traveler entry to its airports and seaports as part of community quarantine measures to prevent the spread of the coronavirus, I had to cancel my flights with the airlines offering a full refund given the country's current situation. The Philippines, including Metro Manila, has declared a lockdown and community quarantine, circumstances beyond my control. I apologize for any inconvenience this may have caused and appreciate your understanding. I look forward to hearing from you soon. Stay safe and healthy. Sincerely, Primo Archie Esleyer

Dear Sirs, Due to the travel restrictions caused by COVID-19, I kindly request a refund for reservation ID [redacted]27. Despite the initial no-refund policy, the current circumstances with all flights canceled have made it impossible for us to travel to France. The hotel referred me to you since the reservation was made through your service. I hope you can appreciate the seriousness of the situation and, in the spirit of good business relations, process the refund promptly. Thank you, Goran Glavina CROATIA

Good day, I am sharing the message I received from Atana Hotel today. I am eagerly anticipating the refund from you. For any queries, feel free to reach out to me at +27 84 [redacted] (Rixie Marcos) or via email. Regards, Rixie & Rui

I wanted to update you that I made a reservation for 3 rooms (1-night stay) at Radisson Blu Temple Bay Resort in Mahabalipuram for March 21st - 22nd, [redacted] through agoda.com. My booking ID is [redacted]01. Unfortunately, due to the Tamil Nadu Government's directive to close down all resorts, including Radisson Blu, from March 17th to March 31st, [redacted], my reservation has been canceled. I paid Rs 37,[redacted].14 via my Credit Card on March 12th, [redacted]. I have tried to contact Agoda for a refund, but have had no success. If I do not receive my refund promptly, I will escalate this matter. You can contact me at [redacted] or email me at [redacted] for any further details. Thank you, Deblina.

Subject: Urgent: Cancellation Request and Refund for Atana Hotel Booking ID [redacted] We had booked a stay at Atana Hotel from June 8, [redacted], to June 12, [redacted], under Booking ID [redacted]. Due to the global impact and health concerns related to COVID-19, we are anxious about our travel plans. While we understand your standard cancellation policy, considering the current extraordinary circumstances, we kindly request your understanding in either allowing a cancellation and refund or rescheduling our stay to a safer date. This request is due to my medical history, including past surgeries and corneal transplants, which require me to take daily cortisone, leaving me with a compromised immune system. We would be grateful for your prompt assistance in processing a refund or rescheduling our booking for a later date, preferably in May [redacted] during our annual leave. We are eager to hear back from you at your earliest convenience. Thank you for your understanding and cooperation. Warm regards, Rixie & Rui Marcos

I made a booking for a 4-night stay in Miami Beach but later realized I accidentally booked a room at a different hotel due to personal issues like a friend's passing and the current pandemic situation. Given my health conditions and the risks associated with traveling during this time, I am kindly requesting a refund for the mistakenly booked hotel. The stress of the situation is impacting my health, and I hope to postpone my trip until conditions improve. I am willing to accept an 80% refund or change the dates of the reservation for a safer time to travel. Please contact me at your earliest convenience as I have been trying to reach out for assistance without success. Thank you for understanding my situation.

Dear Customer Service, I have been a loyal customer with your company for a long time. Recently, I made bookings for a round trip flight from Da Nang, Vietnam to Tokyo, Japan, along with hotel accommodations. Due to the current travel restrictions and quarantine requirements put in place by the Vietnamese government in response to the virus situation, it is proving challenging for me to go ahead with my travel plans. I kindly request assistance in canceling both my flight (Reservation # [redacted]44) and hotel (Reservation # [redacted]40) due to the pandemic conditions. I am also open to the possibility of rescheduling my trip to a later date, potentially in a year's time, as I was really looking forward to experiencing Japan during the full bloom season. Thank you for your support during these unprecedented times. Sincerely, Bradford M.

I booked a villa in Bali for April 3-6, [redacted], but have been unable to reach the property despite multiple attempts. Given the current travel restrictions and safety concerns due to unforeseen circumstances, including Malaysia's travel restrictions, we are uncertain whether to cancel within 30 days of arrival (partially charged) or within 14 days (fully charged) due to a possible extension. Unfortunately, we had to cancel our booking close to the arrival date due to the global pandemic situation. We are disappointed by the partial charge and hope for reimbursement, refund, or waiver considering the circumstances. Any positive update would be greatly appreciated. Thank you.

Hello, I need help. I had a reservation at OYO [redacted] Yuj Inn that I cancelled yesterday due to COVID-19 affecting my travel plans. I'm stranded in Manila and unable to make it to my booking. I am now considering staying in Manila for a month with the help of a family friend. I am requesting a full refund for my cancelled reservation. I have already contacted the hotel and tried reaching out to the Agoda Hotline without success. I cancelled within 3 hours of booking and raised this issue more than 24 hours before the check-in time. It's been challenging trying to survive in a new place, and I hope my refund request can be approved. I look forward to your response. Thank you.

I am reaching out regarding my hotel room reservation from March 20-23, [redacted] under booking #[redacted], which I would like to request a refund for, for the rescheduled stay on July 10-13, [redacted]. I previously emailed to request a full refund due to the global outbreak of the Corona Virus and provided the necessary documentation, including the cancellation of the event MOMENTUM by Worldventures Inc. Despite sending proof of the event cancellation, I have not received a response from your office. My colleagues who were also attending the same event have dealt with their bookings at your hotel by either canceling or rescheduling. Given the travel ban imposed by the Philippine government, I kindly ask for your understanding and a prompt response to my refund request. I appreciate your attention to this matter. Thank you. Best regards, M. L. L. Supnet

I made a hotel reservation (Booking ID [redacted]65) for The Central Park Hotel, Pune for 1 night with 2 rooms from March 20th to 21st. I canceled my booking on March 16th due to travel issues related to the coronavirus pandemic. You assured me in writing it was a "Risk-free booking! You can cancel until March 18, [redacted], and pay nothing!" An email on March 16th confirmed my cancellation with zero cancellation fees mentioned. However, my account was still charged Rs. 5,[redacted].52, the full amount of the booking, which has left me confused. Kindly process the refund of the entire amount promptly. As a frequent traveler who often books flights and hotels online, I expect a swift resolution to avoid any legal actions. Looking forward to your prompt response to this matter.