Agoda Customer Service Issues

My son, who works for the US State Department, is being repatriated from Tokyo due to COVID-19, which has led me to cancel my travel plans. I had made a nonrefundable hotel reservation pre-pandemic in February, and now seek a refund to be able to revisit Japan post-crisis. I believe it's unfair for the outbreak to impact my trip and subsequently my finances. Thank you, Elizabeth M.

Subject: Request for Rebooking Due to COVID-19 Situation Hello, I hope this message finds you well. I am reaching out to inquire about the possibility of rebooking or canceling my reservations at Chateau de Boracay from April 15 to April 17, and at SOLEA Hotel from April 20-21. Due to the current COVID-19 situation, I am unable to travel, especially with my child involved, and our vacation plans have been disrupted. I kindly ask for your assistance in rescheduling my stay at Chateau de Boracay and SOLEA Hotel to June 13, [redacted], considering the circumstances. I have already communicated with SOLEA Hotel, and they have agreed to the date change pending your confirmation. Your prompt attention to this matter would be greatly appreciated. Thank you for your understanding and cooperation. Warm regards, E.C.

I am seeking help with getting a refund for my booking at Good Hotel from March 26, [redacted], to March 31, [redacted]. My booking ID is [redacted]20 under the name of Divina M. Dimayuga. Due to the pandemic and lockdown restrictions in the Philippines and the USA, I am unable to travel. Agoda informed me that they have contacted the hotel, and the hotel confirmed the cancellation without any charges. However, I have not received any updates from Agoda regarding my refund. I have tried reaching out to them but have not had any luck. Kindly assist me with this matter promptly. Thank you. Sincerely, Divina M. Dimayuga

I have already canceled my booked hotel on Agoda. I followed the usual steps, but after 48 hours, Agoda customer service has not replied to my email. Today, I tried calling, but no one answered. For your information, I received an email first from Agoda with the following details: 1. Canceled Booking ID [redacted]93 Check-in on March 26, [redacted] 2. When I tried to email [redacted], I couldn't create a new service ticket. If you're replying to an existing ticket, do not edit the subject line to ensure we receive your response. In many cases, requests can be handled immediately on the Agoda website. Otherwise, you can create a new ticket using our online form by clicking the button. I have replied to that email (no.1) multiple times (approximately 8 times), but Agoda customer support has been unresponsive.

I have been trying to contact customer service regarding my booking with Captain Lodge and Bar in Bohol. Initially, my reservation was nonrefundable, but due to the implications of the coronavirus, I am compelled to cancel. The hotel manager confirmed they are willing to refund me, yet the payment was made through Agoda. I kindly request your assistance in securing a full refund due to the unforeseen circumstances surrounding COVID-19. Thank you for your consideration.

My trip to Europe is delayed because of current restrictions. I reserved a one-night stay at Hotel Judd in London through Agoda for April 5, [redacted]. I'm trying to change my reservation to September and add an extra night, as per Judd's approval. However, when I contact Agoda to make the changes, they claim they have no record of my reservation. The Reservation ID is [redacted]54. Thank you for helping me with this matter.

Hello, I made an error with my booking last night for Dash Hotel from Monday, March 23 to Thursday, March 26. I got logged out when trying to rebook due to exceeding the time limit, resulting in a new booking from March 30 to April 2. I am currently at the hotel and need to change the dates as staying an entire week is not within my budget. I was hoping for a little luxury after not staying in nice places lately. My reference number is: [redacted]53 Sincerely, Sean G.

Dear Team, I am writing concerning my current booking number [redacted], which was made 9 months ago for a stay at your hotel from May 12th to May 19th, [redacted]. Due to the ongoing global health crisis, my partner and I are unable to travel to Penang as planned. We were hoping to inquire about the possibility of receiving a credit for the paid accommodation to be used for a future stay once travel restrictions are lifted. I have reached out to Agoda who mentioned free cancellation. Could you please clarify if this entitles me to a refund? I appreciate your prompt response. Sincerely, C. L.

I am requesting assistance with a refund for my non-refundable booking at Kara Poolside Resort in Thailand through booking.basics. Due to Covid19, I must cancel my stay from April 16 to April 30. My reservation number is: [redacted][redacted] and pin: [redacted]. Although my friend received a refund with a free cancellation amendment from Agoda, I am yet to receive mine. Can you please process a refund of £[redacted] to the card I used for booking? I understand the current challenges and uncertainties, making this refund crucial for me. Thank you for any help you can offer. Sincerely, K. S.

Upon arrival, all amenities in the hotel and the town are closed due to the coronavirus epidemic, making the stay unenjoyable and a waste of money. No prior notification regarding these closures was given, leaving me disappointed. As a student, this unexpected situation is financially burdensome, and I would appreciate a full refund to cover the cost of returning home. I had hoped for a relaxing vacation, but the current circumstances have made it impossible. My name is Zyaire Roberts, and my booking reference number is [redacted]38. I kindly request a refund to help me navigate these uncertain times. Thank you.

Due to the global epidemic, I had to cancel my reservation at Le Club Mougins by Diamond Resorts in Mougins, France (Chemin du Val Fleuri, Mougins, France [redacted]). My booking number is [redacted]79. I work as a nurse in a hospital and have been restricted from traveling abroad. Unfortunately, upon cancellation, I realized that my booking had no cancellation option. I had booked three other hotels with cancellation flexibility due to planning early, and I can provide documentation for this. I kindly request a refund considering the situation, as I canceled over two months before the stay. Thank you for your assistance. Best regards,

I made a booking at the Grange Boutique Motel on March 13th but had to cancel on March 14th due to the border closures requiring self-isolation. We had reserved the room from Monday, March 16th to Wednesday, March 18th for $[redacted].72. I reached out through email immediately on the 14th to inform them of our cancellation and requested a refund, but did not receive a response until March 18th, which was after our booking dates had passed. After multiple reminders, they finally replied on March 18th, informing me to contact you for the refund process. I am now reaching out to request the refund as per their instructions. I am open to a deduction for any commission fees. My name is Kirsten D. and our booking number was [redacted]93. I am looking forward to your response. Thank you.

On March 20, [redacted], I booked a property with free cancellation until June 2, [redacted]. However, after a brief conversation with the host regarding expensive parking, I decided to cancel on the same day. The cancellation was processed, but I have not received a refund to my credit card as expected. Despite the booking indicating free cancellation, the property has charged my credit card for the entire 9-day stay. I have reached out to them via email multiple times, but it seems they have blocked me. I am unsure of the status of my refund. Can someone help me with this issue?

I made a non-refundable reservation at the West Beach Inn in Santa Barbara, a place I frequent. Unfortunately, due to the Coronavirus outbreak and mandates from our Governor, I had to cancel our upcoming stay on 3/25-27. Agoda seems impossible to reach, and I haven't found a way to contact them regarding my Booking ID [redacted]34 for $[redacted].72. It's frustrating that they are unresponsive given the circumstances. I hope they reconsider refunding my money since this cancellation was beyond my control. Thank you, Kelli D.

Hello, I had to cancel our Jupiters booking on the Gold Coast in QLD due to the border restrictions between NSW and QLD. We had planned a 1-night stay as part of our holiday, but with the lockdown in place, we had to cancel the whole trip. I had prepaid through Agoda before the global COVID-19 pandemic caused all these issues, including losing my job of 33 years. I hope that once things settle down, we can reschedule our holiday to QLD. For now, I would appreciate a refund or some compensation so I can rebook, considering my current financial situation. I hope Agoda can understand the circumstances and possibly waive the non-refundable clause during this difficult time. Thank you for your understanding. Best regards, John L. - NSW, Australia

I've been trying to contact AGODA through the number provided by my booked hotel for the last two days. The phone system prompts me to enter my booking ID and the last four digits of the credit card used during the booking process. Even though I am entering the correct information, it keeps saying the digits are wrong. I have spoken with the hotel staff and the manager, who are willing to refund or reschedule my booking, but they advised me to contact AGODA for assistance. However, I have been unsuccessful in reaching anyone after multiple attempts. I am frustrated by this situation and just want to cancel my booking for now and rebook in the future when things have settled down.

I booked a room at the Royal Hotel in February [redacted] and was charged the full amount of R650.00 when my credit card was only supposed to be used to secure the booking. Due to the cancellation of my MSC Cruise because of the Co-vid 19 pandemic and lockdowns at ports, I can no longer stay at the hotel. Despite requesting a cancellation, Agoda has informed me that there will be no refund. This feels unfair given the circumstances were beyond my control. I am considering seeking assistance from relevant authorities and legal advice regarding this issue. Thank you. - K. B. Email: [redacted] Phone: [redacted]

I made a booking with Agoda in February [redacted], and during the process, I provided my credit card details for security. Shortly after, I received an email confirming they charged the full amount instead of the agreed 50%. Due to a cancellation from the cruise line on March 17, [redacted], I contacted the hotel for cancellation instructions, and they directed me back to Agoda as the booking owner. Since then, my experience trying to reach out to Agoda for assistance has been frustrating. Despite sending numerous emails, queries, and concerns through their website, the responses have been generic acknowledgments of receiving my messages. Recently, I received an email from their customer service stating they will communicate with the hotel regarding the refund process, which might take 30-45 days. I find this unacceptable as they managed to charge my card promptly. I am requesting a refund within 48 hours to resolve this matter promptly. Thank you, K. Buys

RE: Dispute Regarding Transaction ID9RA47235GH521734D I made a reservation for accommodation in Roma, QLD late yesterday and paid $[redacted].22 via PayPal from my bank account. Upon arrival at Kings Motor Inn and Steakhouse on 77 Quintin St, Roma, Queensland, Australia, [redacted], we discovered the establishment was closed with a disconnected contact number. As a result, we were unable to check in and had to drive an additional 5 hours home due to insufficient funds for alternative accommodation. I am requesting a prompt refund of the payment. Regards, Brenda S.

Good day, Due to the current circumstances related to the COVID-19 pandemic, I kindly request a full refund for my upcoming Palawan trip in May. I am cancelling my trip as a result of Force Majeure, and I am aware that no cancellation fees or rebooking charges should be applied according to the Department of Trade & Industry memorandum in the Philippines. Safety remains my top priority, and I appreciate your understanding during this time. I have a BPI Account available for the refund transfer. Please advise on how to proceed with the refund process. Thank you. Booking Reference No: [redacted]