Agoda Customer Service Issues

I have been using the Agoda app in Thailand for several years and recently noticed a discrepancy in pricing. While searching for a hotel I frequently visit, I found that the rates on Agoda were higher than on other platforms, including the hotel's website. It was even more surprising to see that using Google to book the same hotel on Agoda showed a lower price compared to booking through the app linked to my credit card. The inconsistency in pricing has made me questioning the reliability of Agoda. I attempted to reach out for clarification via phone but was unable to proceed without a booking number. I hope to understand why my app displays a higher rate, 20% more than other sites, including Agoda through Google. I have tested this with various dates and would appreciate any explanation or resolution. Thank you.

I had a non-refundable reservation at the GuardianHotel (formerly known as Smooth Hotel) for July 15-17, [redacted], costing $[redacted].06. I am 67 years old and have a chronic respiratory syndrome, which puts me at high risk for Covid-19. I had no option but to request a refund due to the pandemic. After contacting Hotels.com and then my credit card company to dispute the charge, Hotels.com canceled my reservation without informing me. I tried reaching out to the hotel directly via multiple emails, providing medical proof and explaining my health situation, asking for a refund due to the pandemic. The hotel issued a voucher valid until 12/21, but since there is no certainty about the availability of a vaccine or treatment, the voucher may not be useful. These circumstances are unprecedented, and I believe special consideration should be given to customers with health vulnerabilities like mine.

Dear Agoda Customer Service, I am reaching out as my flight to Portugal was recently canceled due to the COVID-19 pandemic. With borders closed and tourist trips currently prohibited, I cannot travel. I kindly request a full refund for my non-refundable 3-night stay at Hotel Girassol in Porto from 05-30 to 06-02 (Booking ID [redacted]79). I understand the unusual circumstances surrounding the cancellation. I couldn't find information on your website about initiating a refund process. Your help in this matter would be greatly appreciated. I look forward to your response. Best regards, D. D. M.

Subject: Refund Request for Booking ID [redacted]94 Dear Agoda Management, I, Poddiwala Marage Kamal Desappriya, made a reservation through Agoda at Sawasdee Siam Pattaya in Thailand from July 5th to July 19th, [redacted], with Booking ID [redacted]94 and Member ID [redacted]89. I paid a total of CAD $[redacted].54 for this booking. I recently received emails informing me that the hotel cancelled my reservation due to the Covid-19 pandemic. As I did not receive the services I paid for, I kindly request a refund to my visa card. Since the cancellation was not initiated by me and the services were not provided, I believe I am entitled to a refund. I appreciate your prompt attention to this matter and look forward to hearing from you soon. Thank you for your understanding. Sincerely, Poddiwala Marage Kamal Desappriya

I placed a hold on a holiday trip that I wasn't sure about due to the uncertain situation with Covid-19 travel restrictions. Recently, $[redacted].34 was deducted from my account without my authorization, and I did not receive any email reminder about this transaction. I request an immediate refund to my bank account to avoid further action. I never had the chance to cancel as there was no notification email about the end of the holding period. Please contact me via email with a resolution. I believe the booking number may be [redacted]21, and my name is A. Bugatto. You can reach me at [redacted] or [redacted] I insist on speaking with a representative based in Australia.

I made a booking with Agoda for a house at a good price for two weeks, but I haven't received important details about the property. I even booked a nonrefundable hotel room mistakenly as a backup plan. I immediately contacted Agoda customer service, but they said no refund is possible. I mentioned my situation due to my elderly mother's health, but they insisted on the policy. The hotel declined a waiver too. I'm worried about the lack of information on the house and the nonrefundable hotel room error. Can anyone provide guidance? - Deb D.

Hello, I used Agoda to book a serviced apartment for two consecutive months from a company that owns several properties. After staying in one apartment for a month, I booked the next month in a different unit of the same company. However, when the second property failed to send me the self-check-in details as promised, I reached out to both Agoda and the property multiple times prior to my check-in date. Despite receiving no response, I reiterated my concerns on the day before my booking and, upon not getting a satisfactory reply, informed Agoda of my intention to seek a refund. The property only requested my ID after I raised the issue, which left me feeling dissatisfied with their customer service. They insisted that the ID submission was a requirement stated in the booking information, even though I found it ambiguous. Despite my attempts to resolve the situation, the property never followed up on transferring me to their customer relations department. Agoda, while initially indicating they would try to waive the cancellation fee due to the circumstances, later stated that the property refused based on their understanding of the situation. I provided Agoda with my correspondence with the property to demonstrate the lack of clarity, but they encouraged me to involve my bank, which seems illogical given the circumstances. I feel frustrated by the lack of understanding from Agoda and the property's response, and I am seeking advice on how to proceed with obtaining a refund.

Hello, I planned a trip to Japan last year for this May and booked Hotel Wing International Kourakuen from May 18 to May 23. I encountered issues accessing my Agoda account, so I unknowingly created a new one to make the hotel reservation. Recently, I received an email from Agoda stating that my booking was canceled with a cancellation fee applied to my debit card. However, I was later informed that the hotel agreed to waive the fee due to the pandemic and offered me AgodaCash worth USD360.73. The refund is essential as the debited amount is meant for my housing loan payment, and I am unsure about using AgodaCash during these uncertain times. I am seeking guidance on how to obtain a refund to my debit account instead of just AgodaCash. Your help is appreciated.

Dear Agoda, I was only given 3 months to use my Agoda Cash, but due to being heavily pregnant and then going into delivery on January 29, [redacted], I was unable to utilize it. Following the birth, I had a two-month confinement period, and then we were placed under the Movement Control Order from March 18 to June 9. Now that travel is allowed again, I would like my Agoda Cash worth RM [redacted].48 to be reinstated for use. Thank you.

On June 7th and June 8th, my friend and I had a booking at the Hilton Airport Hotel in Frankfurt to facilitate a round trip to the Baltic states. Unfortunately, due to the restrictions from the pandemic, the trip was not possible as the hotel could not accommodate two individuals from separate households in a single room. Despite attempting to cancel the reservation, we were informed it wasn't possible. We hope for an understanding of the circumstances surrounding our inability to stay at the hotel. Best regards, Katharina J. Cornelia K.

I discovered that my friend, Cherie Poppen, used my card to book a motel in Wanganui for the night of the 15th until the 16th at 11 pm. The motel accepted my payment, but when I tried to collect the key after 8 pm, I was informed they don't accept late bookings. They agreed to issue a full refund, as well as Agoda credit or cash for the inconvenience. However, I was charged $[redacted] twice for a room my friend never occupied. Even after speaking to Agoda about the double charge, I want the entire amount refunded promptly. If this matter is not addressed, I will have to leave a negative review on your website.

I made a hotel reservation using the Agoda app, splitting the payment between Agoda cash and my debit/credit card. The experience was a complete nightmare dealing with Agoda! Their customer support was unhelpful, which made booking a room a frustrating experience. Upon check-in, I was told the payment confirmation code from Agoda was invalid, forcing me to wait outside after hours due to their mistake. Despite paying with credit and Agoda cash, I couldn't access my fully paid reservation. This entire situation is incredibly inconvenient and a true nightmare. I am thoroughly dissatisfied with Agoda and have no intention of using their services again. The lack of quality service and professionalism from Agoda is disappointing, and I believe I should be fully refunded for their failure to meet basic customer service expectations. Agoda has disappointed me in every aspect, and I will not recommend them to anyone.

My friend traveled for 5 hours and forgot to book a room before the drive. She used my mother's Visa Mastercard to book a room through Agoda in Wanganui for the night of the 15th. The booking was made after hours, and it wasn't clear on the website that the motel doesn't accept bookings after 8 p.m. When she arrived, the receptionist couldn't provide the key and advised her to contact Agoda for assistance. After explaining the situation, Agoda promised a full refund and some Agoda credits for the inconvenience. Despite the refund, Agoda mistakenly charged my mother's card again on the 18th. I am frustrated by this situation and request an immediate refund. Additionally, I would like Agoda to remove my mother's card details from their records to prevent future issues.

Dear Sir/Madam, I am seeking your assistance in resolving a refund matter concerning a hotel booking. During early May, I engaged in a discussion with one of your agents who attempted, unsuccessfully, to reach the hotels by phone. I believe she also sent emails to the two properties where I had made reservations and prepaid: 1: Paris Hotel reservation number: [redacted]03 2. London Hotel reservation number: [redacted]23 I, too, have emailed both establishments. The agent advised me to reconnect with you if no response is received closer to the reservation date. While I did hear back from the London hotel, I have not had any communication from the Paris hotel. My booking is at Hotel Libertel Montmartre Opera from 10-15 July. Could you please assist me? I understand that customers should not be disregarded, and the hotels are obligated to provide either a voucher or a refund. Is this correct? Your help in resolving this issue is greatly appreciated. Thank you.

Good Afternoon, I am writing to express my frustration and seek help regarding a reservation issue for my client, Cynthia Mason, at the Silver Legacy Hotel in Reno. The original booking was made through Excite Holidays on November 18, [redacted], with a payment of $[redacted].00 and Booking Reference #[redacted]. Despite the closure due to Covid-19, Silver Legacy advised me they refunded Priceline on March 19, [redacted], to a credit card ending in [redacted], with Refund Reference #[redacted]77. Despite providing several confirmation numbers like #SIL[redacted]01, #[redacted], #[redacted]33, #3X4JW, and #[redacted]77 to Priceline, they were unable to locate any bookings. It seems that Excite Holidays, Agoda, and Priceline are all involved in the booking process, complicating the situation. I have attempted to reach out to Priceline with no success. I deeply appreciate any assistance in recovering the funds for my clients, as Silver Legacy has refunded the payment. If there is any additional information you require, please let me know. Thank You for your help. Teri Moulton Avanti Travel

On Saturday, June 27, [redacted], I booked a 2-night stay at Serena Suites for June 28 and June 29, with Booking ID [redacted]96 and full payment of Pesos [redacted].97. Upon arrival on Sunday, I was informed by the unit owner that they were unaware of my reservation and had no available room. This has happened before, leading me to contact Agoda, but I faced a 15-minute hold with no response. I then made a second booking for Durban Hotel (Booking ID [redacted]08) for the wrong dates; I wanted June 28 and June 29 but was booked for June 29 and June 30, departing July 1. Despite attempts to adjust the dates unsuccessfully, I was unable to reach Agoda for assistance. A total of [redacted].97 pesos is now with you, and I urgently request a refund. I have faced embarrassment and distress due to inadequate communication. It is disappointing to experience these issues repeatedly and lose trust in the booking system.

Booking I.D. [redacted]25. Name: Julie H. Motel: Central City Motor Inn Ballarat. Date of Stay: June 26, [redacted]. Hello, I made a reservation at the Central City Motor Inn through Agoda's website. Upon arrival, the room did not match the facilities advertised by Agoda. The room lacked a bath, DVD/CD player, and washing machine & dryer as promised. The condition of the room was unsatisfactory with broken fixtures and poor internet reception. When I raised my concerns to the manager, I was informed that none of the rooms had the listed amenities. I am disappointed with the misleading information provided by Agoda and feel that I have been deceived. I am seeking a refund for the misrepresented accommodations.

I made an online hotel reservation and wasn't able to check in due to issues with the hotel. It was challenging to reach agoda's customer service after hours. Despite contacting the hotel, they couldn't cancel my booking. I need assistance with a refund promptly as I booked on the same day and need this resolved quickly. Your help in resolving this matter promptly would be greatly appreciated as it's important for me to receive the services I paid for. Thank you.

Booking ID [redacted]85 and [redacted]73 were made as non-refundable before the COVID-19 pandemic. With current travel restrictions in Singapore and having a toddler, it's impossible for us to travel. In the past, non-refundable bookings were never an issue as we always managed to proceed with our travel plans. Given the circumstances, I am hopeful that Agoda or Pullman could consider refunding these bookings. Your understanding in this matter is greatly appreciated.

Regarding Booking ID [redacted]73 for Jule M.: I made a reservation at Albury Cottages, located at 2 Prujoy Place, Albury, Australia, for 1 room for 1 night on June 17, [redacted], for $[redacted]. Although I was informed that my credit card would be charged on June 14, I did not receive a receipt from Agoda. Upon arrival, I was charged $[redacted] twice for the accommodation - once by Albury Cottages and once by Agoda on June 19. I have contacted the owner to request a refund of $[redacted] and hope that you can confirm the double payment. Additionally, I found discrepancies between the accommodations' rating and the actual conditions. The room was extremely cold, with only one gas heater in the lounge, making areas like the kitchen and bathroom unusable. The cleanliness was also below expectations, with dirty kitchen facilities and unwashed bed linens. I am disappointed with the experience and will not be returning. I look forward to your prompt assistance. Thank you.