Agoda Customer Service Issues

I had made a reservation at Hotel Coco Grand in Tokyo, Japan for 3 nights via Priceline and Agoda. Due to the impact of the Coronavirus and global travel limitations, I requested a cancellation. While they refunded me for 2 nights, they retained payment for 1 night ($[redacted].00 Australian). Despite attempting multiple times, I faced difficulties in reaching them and was directed back and forth between Priceline and Agoda without a clear resolution. After emailing Agoda's customer service detailing the situation, I have yet to receive a response. I would have been satisfied with a credit for the full amount without any time restrictions and now seek a credit for the remaining $[redacted] Australian due to the unforeseen travel restrictions. Thank you for your assistance. Best regards, Greg Delprado.

We have a reservation at The Scarlet Hotel in Singapore for September [redacted]. As Australian residents, we are unable to travel internationally due to ongoing travel restrictions. We have reached out to the hotel, and they have kindly agreed to waive any cancellation fees. We are requesting a refund for the booking costs. Thank you. Sincerely, Martin and Jenny Cutter Property: The Scarlet Singapore Address: 33 Erskine Road, Singapore, [redacted] Booking Number: [redacted] Dates: September 2, [redacted] - September 8, [redacted] Amount Paid: AUD 1,[redacted] Response from The Scarlet Singapore: Dear Mr. Cutter, Thank you for contacting us. Regarding your cancellation request, please reach out to AGODA for assistance. The hotel will not impose any penalties for cancellation. We look forward to hearing from you soon. Thank you, NORASIDI NOOR Reservations Manager, The Scarlet Singapore

Good morning. RyanAir canceled my flight due to the COVID-19 health emergency, resulting in the cancellation of my reservation at the MAS CAMARENA Hotel in Valencia (Spain) from ** to *** March ****. The hotel confirmed the cancellation without charges and stated that a refund would be provided. I am requesting Agoda Customer Service to refund the booking amount of € ***.**. Regards, G.S., Italy.

Hello Agoda, I am writing to request assistance with canceling and receiving a refund for my stay at the Hilton Mainz on 2nd July due to travel restrictions imposed by the Australian Government regarding overseas travel. We are seeking a full refund of the AU$[redacted] we paid, as the cancellation was beyond our control. I hope Agoda will consider our situation during these difficult times. Thank you, Kerry C.

I had made a two-night reservation at The Grange Boutique Motel in Christchurch, NZ, for the 16th and 17th of March, with a payment of AUD [redacted].72. Given the border closure announcement by the prime minister, I reached out to the motel to cancel and request a refund. However, despite my attempts to communicate, the motel only responded after our scheduled arrival on the 17th, directing me to seek a refund through Agoda. Subsequent attempts to resolve this through Agoda have been unsuccessful, as I have only received service feedback requests with no resolution. My booking ID is [redacted]93, and I am eagerly awaiting a prompt resolution to this issue. Thank you. - K. Dahl

I made a hotel reservation in New York via Agoda on February 6, [redacted]. Due to travel restrictions, I canceled the booking around March 20 but struggled to get in touch with Agoda for a refund. I've initiated a dispute with my credit card company, but they are uncertain about the outcome. I believe that given the current situation, the hotel in New York should understand that they cannot provide the service I booked and should issue a full refund. Their no-refund policy, which they claim is based on hotel policy, should be reconsidered during these unusual circumstances.

I initially made a reservation at the Ibis hotel in Girona, but mistakenly input the dates as February 17 to 18, [redacted]. I contacted the hotel to correct the dates to June 14 to 15, [redacted], and they confirmed the change. Due to the Coronavirus situation, we are uncertain about when we can travel. We asked the hotel for a voucher for the amount paid to use when we reschedule, but they advised us to contact Agoda as they handle the payment. Can you provide a solution to ensure we don't lose the payment? The original booking number is [redacted]. Looking forward to your response. Thank you.

I recently made a hotel booking in Hyderabad, India through Agoda for April 4-6. Initially, they charged me on March 31, but due to the lockdown, my booking was automatically canceled, and I received a refund on April 4. Unexpectedly, on April 8, Agoda charged me again, requesting confirmation from the hotel that I did not stay there to process another refund. Despite my efforts to contact the hotel and follow up with Agoda, the refund has not been resolved. After finally speaking to the hotel manager, who sent the confirmation email to Agoda, Agoda claims they have not received it. I am frustrated and unsure how to proceed to obtain the refund from the hotel. The situation is confusing as Agoda charged me again after processing the initial refund. Any assistance in resolving this issue promptly would be greatly appreciated.

I reserved a hotel room through Agoda, selected the room and rate I wanted, entered my account details, and the total was $65 AUD. However, my email confirmation showed a $[redacted] AUD booking. My bank account was charged $[redacted] instead of $65. I believe Agoda is responsible for misleading room rates. I request an immediate refund of $35. If not resolved, I will escalate this matter. I have a police officer uncle who can assist. It's not just about the money but trust in Agoda's credibility.

I have been reaching out to Agoda for nearly two months now, following a discussion with a representative on March 5th concerning a COVID-19 cancellation. Despite sending multiple emails and attempting to call Agoda more than 10 times, I haven't received any response since my initial conversation. As a nurse working in a busy hospital during the pandemic, I do not have the extra time to continuously follow up for a refund that was promised to me, a student, two months ago. The toll-free customer service phone numbers are not functioning, adding to my frustration. I feel it is extremely unfair and distressing when customers cannot get the assistance they need from companies, ultimately leading to a sense of helplessness. The lack of communication is causing me significant stress and I urge you to contact me at any time to address this issue. My booking ID is [redacted]95, and the reference number is [redacted]. Thank you.

I am still waiting for a response regarding the price discrepancy I encountered after booking through agoda.com. I reserved a room at the Great Southern Hotel in Melbourne, Australia from March 25th to April 2nd for 8 days. The price displayed during booking was AUD [redacted] with taxes, but I was charged AUD [redacted] after booking. The amount was then converted to INR and charged on my Australian debit card, with the receipt also showing the amount in INR. I want to clarify that I did not change the currency while booking, as I am currently in Australia and used an Australian debit card. It appears to be a system error causing the additional charge and conversion. Please refund the extra AUD 17. Thank you for your assistance. Attached are relevant screenshots. P.S. Please review my previous 2 bookings at the same hotel (March 21-22 and March 23-25) which were both paid in Australian dollars. Thank you, Anilesh

Dear Sir or Madam, We had booked two double rooms at NH Hamburg Horner Rennbahn through your services for May 9th to May 11th, [redacted], with booking number: [redacted]67, booking confirmation number: [redacted]. Unfortunately, the musical event we were planning to attend in Hamburg was canceled. We spoke with you and were informed that a free cancellation had been arranged with the hotel. I contacted the hotel for a refund, and they advised me that Agoda is responsible for the refund since we made the booking through your platform. We kindly request clarification or, preferably, a refund of the hotel payment of [redacted].04 EUR made on April 23rd, [redacted]. Thank you for your assistance. Best regards, Lutz G.

I made a hotel reservation in Pattaya, Thailand through Agoda for check-in on 07/01/[redacted]. Upon arrival, I was provided with a standard room instead of the superior room I had booked and paid for on Agoda's website. After the hotel reception contacted Agoda, it was revealed that Agoda had incorrectly priced the booking. During a phone conversation with Agoda, I was asked to pay the price difference for the superior room and assured that I would be reimbursed upon sending the receipt and booking details via email. I promptly sent the required information at the end of January. Upon inquiring about the refund timeline, Agoda informed me it would take around 30 days. However, I am yet to receive the refund or any response despite sending a follow-up email. I kindly request a prompt resolution to this matter as it has been prolonged and my emails have been disregarded thus far.

I need assistance with a booking issue. The dates for my stay were incorrect; however, the staff allowed me to change them to May 6 to May 9 instead of May 20 to May 23. The booking ID is [redacted]10, under the name Brandon McLoud, member ID [redacted]89, from the United States, booked at The Relax Inn, [redacted] Old Route 66, St. Robert, MO. I used Visa ending in [redacted] with an expiry of 05/[redacted] for a 1 King Smoking room. Unfortunately, the room for May 6 to May 9 was unavailable due to plumbing problems, resulting in me being unable to stay. I kindly request a refund of $[redacted].17. The mix-up was due to technical issues, and both the property and I agreed on the refund because of the plumbing problems. I am grateful for the assistance and look forward to my future bookings with Agoda.

Hello, I would like to request a cancellation for my booking. Due to unexpected circumstances, my family and I have decided not to travel to Bali next year as planned. My mother, who is 60 years old, prioritizes her health and with the ongoing Covid-19 situation, we have chosen not to proceed with the trip. I kindly ask for your understanding and consideration in waiving any cancellation fees so I can receive a full refund for the booking. Thank you for your assistance. Stay safe. Best regards, Paolo

I made a reservation at the Pegasus Hotel in Melbourne, Australia, for March 18th to March 22nd, [redacted], through Booking.com. Just after booking, I was informed that the reservation was actually made through your service. The reservation number is [redacted], and the PIN is [redacted]. Due to the COVID-19 crisis and advice from the UK Foreign and Commonwealth Office, instructing British Nationals not to travel, my holiday company Trailfinders confirmed this directive. I notified The Pegasus on February 23rd, [redacted], that I could not proceed with the booking. Their response on March 16th, [redacted], stated that they were allowing a free cancellation due to the crisis, but since the booking was made through your platform, they reached out to you. They have confirmed with you that the booking was canceled, despite which you deducted £[redacted] from my account. I have attempted to reach out through Booking.com and your website, but my Confirmation and PIN numbers are not recognized. I am now reaching out through this method and politely request a refund of the full amount of £[redacted] promptly, considering the cancellation has been confirmed by Pegasus. Thank you, Glyn J.

Hello, I am Verna Dittkrist. On behalf of my group, I made a reservation through Agoda for July 23-28, [redacted], at The Royalton Park Avenue in New York back in February prior to the pandemic. Despite being charged, I never received an email confirmation from Agoda. Unfortunately, due to the unforeseen circumstances of Covid-19, including canceled flights and events, we are unable to proceed with our planned vacation. Our reservation number with The Royalton Park Avenue is [redacted]2. We had not anticipated such an event and hope for some understanding during these challenging times. The group is eager to reschedule for a safer and more enjoyable trip in the future. I appreciate any assistance and consideration in this matter. Thank you, Verna D.

Hello, I have reservations at multiple hotels from June 29 to mid-July in the UK and USA. With concerns about my flight being canceled due to COVID-19, I've already canceled most of my bookings. I recently learned my flight will be refunded and now need to cancel my reservation at the Venetian. Despite the non-refundable policy, I kindly request a refund as the current situation is exceptional and all my plans have been disrupted. I understand the circumstances and hope to rebook in the future once things stabilize. I am an AGODA VIP member. I appreciate your help in explaining the situation to the hotel. Thank you.

I have been trying to book the Chaweng Cove Resort from March 1, [redacted], to March 7, [redacted]. I am interested in the Superior Bungalow Garden View room at the price of $[redacted] per night with the offer of free cancellation and payment in January [redacted]. However, every time I proceed to payment and enter my credit card information, the system freezes, and I do not receive a confirmation. When I try again later, the room suddenly costs $[redacted] despite the previous indication of the last room at $[redacted]. This makes me suspect that there might not be any rooms available at $[redacted]. Please investigate and provide feedback. Thank you.

I made a reservation at Days Inn by Wyndham Airport-Phoenix through Booking.com, a 3rd party site connecting me with Agoda.com. After multiple attempts to resolve this through Booking.com's customer service, I discovered that Agoda.com processed my payment. To expedite a refund, I must contact Agoda.com directly. I was unable to stay due to an unexpected $[redacted] security deposit not disclosed on either website. I provided an ID and credit card as instructed but was denied access to my room without the extra deposit. Even the customer service agent I spoke with was surprised by this. I kindly request a refund of $53.99 for the night of May 16th. Your prompt attention to this matter is greatly appreciated.