Agoda Customer Service Issues

I am very disappointed with the service at our stay at Riu Negril Tropical Bay from 7/30 to 8/07. The website should indicate that not all restaurants are open, as dining options were limited to buffet food, which was unappetizing with flies present. The quality of the food was poor, tasting old and stale, and a request for more steak at the all-inclusive resort was rudely denied. The 24-hour station offered only stale chips and crusty sandwiches. Despite some polite employees, the main staff were unfriendly and unwelcoming. The resort's cleanliness was commendable given the circumstances, but as a food enthusiast, I was disappointed not to enjoy good food during my vacation.

Subject: Refund Request for Booking IDs: [redacted]61 & [redacted]41 Dear Agoda Customer Service, I am reaching out to request a refund for our upcoming September [redacted] accommodation booking. Given the current global COVID-19 situation, it is no longer feasible for us to proceed with our travel plans. Regrettably, my wife, K. Farley, has experienced a significant decline in her health and will undergo two critical surgeries for tumor removal in her brain and spinal cord. Following these procedures, she will require an extended period of rehabilitation. Enclosed in this email is a medical document from the Neurosurgery team at St Vincent’s Hospital, Melbourne, supporting our request. While we understand your standard policy on refunds, we hope for your understanding of our exceptional circumstances and consideration for a full refund. We appreciate you acknowledging the receipt of our request and look forward to your guidance on the next steps. Warm regards, A. and K. Farley

I booked a stay at Hotel Carmel in Safed on 8/12/20 through Agoda. When we arrived, the hotel claimed they don't work with you and had no record of our reservation, leaving us with no room. The hotel owner stated they haven't been working with you for about six months and we weren't the only ones facing this issue. It took customer service over an hour to locate our booking, but they didn't offer an alternative place to stay. After two hours, they mentioned refunding us, not immediately. We are from the Jerusalem area and traveled over 3 hours to get there. We had to return home, another 3-hour drive, on the same evening. This was a distressing experience due to your negligence. We expect suitable compensation for ruining our vacation, causing us to miss work days. We haven't received an apology letter from you. We hope to hear from you promptly; otherwise, we will have to contact the International Association. Reservation ID: [redacted]99 Dins Morris

I have a booking inquiry regarding Booking ID # [redacted]29 for check-in on Friday, September 25, [redacted]. I tried to contact the hotel directly but was redirected to your service. While attempting to reach out, I encountered difficulties as my messages were sent to the hotel's instead of you. The booking is for 2 adults only, although I initially selected 2 children and 2 adults. I require accommodation for a family of four, with one child needing a separate bed. I am unsure whether to upgrade the room or seek a refund with a credit to rebook. I hope this issue can be resolved promptly as this stay is for a special occasion. Please reply via email or call me at [redacted]. Thank you for your assistance.

Good day, I need to cancel my reservation with booking no.: [redacted]13. The stay was unpleasant, and I am requesting a refund for this non-refundable booking. My sister also had a disappointing experience at the same resort last weekend under booking ID: [redacted]05. Her complaints include unclean rooms, smelly bedding, dirty and smelly toilets, sandy floors, bedbug bites, a hole in the wall, unattended rubbish, and unfriendly staff. She highlighted concerns about poor hygiene management, especially during the Covid-19 pandemic. I appreciate Agoda's cancellation policy given these circumstances. I hope for a swift response to address this issue before it affects our upcoming vacation plans. Thank you, Nik

I made a reservation for a two-night stay at Country Inn and Suites Radisson in Lumberton, North Carolina from July 3 to July 5, [redacted], under the name Rose J. The reservation was for $[redacted].34, including taxes and fees. Despite canceling on June 26, [redacted], due to travel advisories related to the pandemic, I have yet to receive my refund through Agoda. The hotel manager, Ursula, has suggested I reach out directly for resolution. I can be reached at 1 [redacted] or via email at [redacted] I am eagerly awaiting a refund transaction date. Thank you for your assistance. - Rose J.

Booking ID [redacted]57. I made a booking for a 2-week stay at the Bali Rani Hotel on December 24, [redacted], and paid in full on the 27th. Due to travel restrictions related to Covid-19, I was unable to travel to Bali. I believe it is unfair that I cannot receive a refund as all flights from Australia to Bali were canceled months ago. Despite paying in advance, I did not receive any service. I had a positive experience with your services in [redacted] and hope to travel with you in [redacted]. I kindly request a refund or a partial refund. Thank you for considering my request.

I attempted to reserve two rooms at Ananta Spa and Resorts in Pushkar for September 11th to 12th, [redacted]. Initially, the website indicated no payment needed until September 2nd. However, upon proceeding, I had to provide my card details, which led to an immediate charge without securing the booking. I received an error message stating payment couldn't be processed, yet my card was debited. Unfortunately, I did not receive a booking confirmation. I have unsuccessfully tried to contact them via email, and the online support has not been helpful. I urgently require either a refund or a confirmed booking. Any assistance would be greatly appreciated. Thank you.

I recently booked a stay with booking id [redacted]57. While I selected accommodation for 2 adults and 2 children aged 11 and 6, the confirmation reflects a reservation for 2 adults and no children. I am unsure if this is due to children staying free in the room category or if changes are needed. Additionally, I noticed a more appealing room category on your site. Could you advise on how I can modify my booking to this room type? Regarding payment, my booking notes payment at the property upon arrival. As there have been no charges on my credit card, I would like to know when the hotel will process the payment. When can I expect the amount to be deducted from my account? For assistance, please contact me at [redacted] or via phone at [redacted]. Thank you.

Booking ID: [redacted]41 I had a reservation for a one-night stay at Sylvia Park Motel in Auckland on August 23, [redacted]. Unfortunately, due to the lockdown in Auckland declared by the New Zealand Government on August 14, I was forced to cancel my booking on August 16. This situation was out of my control, and I believe it is unjust that I may not receive a refund. I attempted to cancel online to start the refund process, but the process was not user-friendly or accommodating to unique circumstances. Additionally, contacting your customer service has been challenging as well. If a refund is not possible, I would appreciate being issued a credit for future travel accommodation. I have not received any responses to my previous attempts to reach out and would appreciate a prompt reply. Thank you, D. Pryde

During my recent stay at Best Western Plus, I specifically requested a quiet room due to being a light sleeper. The manager showed me three rooms, and I chose one on the top floor based on their advice. Unfortunately, the room had several issues like a beeping phone, a non-working refrigerator, and a chipped bathtub. Additionally, I was placed next to noisy neighbors and had to endure disturbances until the early morning. When I raised my concerns to the staff, they only offered to move me to a different room, which was inconvenient. I struggled to get any sleep and was left feeling disappointed with the situation. I believe it would have been fair to receive some form of compensation for the sleepless night I experienced. I hope the management addresses this matter promptly. Thank you, Anita Kephart.

Hello! I wanted to share that on April 13, [redacted], at 13:12, we made a full payment for a staycation at OYO [redacted] Anglo Residence (2x Deluxe double room) located at 10 Guirayan, Quezon City Metro Manila, Philippines. The booking was for April 14, [redacted], for 2 days and 1 night under the customer name initials J.C. The booking ID is #[redacted]89, and the total amount paid, including tax, was [redacted].40 PHP. Unfortunately, the hotel informed me that they had to cancel the booking due to the pandemic and advised me to contact AGODA for a refund. I am looking forward to your prompt response regarding this issue. For communication, you can reach me via email at [redacted] or on my mobile at [redacted]2. Thank you and best regards.

Bonjour, j'ai récemment effectué une réservation à l'hôtel Kyriad Prestige à Saint-Malo. Cependant, j'ai rencontré un problème lors du règlement par PayPal, la page s'est coupée. J'ai donc refait ma réservation pour m'assurer qu'elle soit complète. J'ai reçu deux confirmations indiquant que les deux réservations étaient payées. Immédiatement, j'ai annulé la référence [redacted]19. Après avoir contacté l'hôtel, ils n'ont reçu qu'une réservation payée. Pourriez-vous vérifier s'il vous plaît et me rembourser si j'ai été débité deux fois ? Je vous remercie pour votre compréhension.

Dear AGODA, I am reaching out regarding bookings I made in January [redacted] for holidays in Italy scheduled between 9th April and 18th April. The booking references are: [redacted]67; [redacted]63; [redacted]47; [redacted]07; and [redacted]11. Due to the pandemic and Italy's severe outbreak, we had to cancel the trip. Despite the bookings being labeled as 'non-refundable,' I submitted the details to my insurance agent [Columbia / INTANA] for a claim. After a delay, I received a response, which I have shared below. My insurance company believes that the refund should come from AGODA. Even though the process has been lengthy, I am committed to pursuing this due to the significant amount of money involved with both AGODA and train companies for the holiday. Could you confirm whether a refund is possible? My Insurance agent has requested your response to proceed with the claim. Looking forward to your prompt reply. Best regards, Alan Crozier

Dear Agoda Customer Service, I am following up on bookings made in January [redacted] for a holiday in Italy from April 9th to April 18th under various booking references. Due to the pandemic, the trip had to be canceled. Although the bookings were marked as 'non-refundable,' I have involved my insurance agent, Columbia / INTANA, to assist with my claim. They have recently confirmed that the Covid-19 situation qualifies as a frustrating event under the Law Reform (Frustrated Contracts) Act, entitling me to a refund from Agoda. They have requested me to contact Agoda regarding this matter. I would appreciate it if you could address this issue promptly and provide a response that I can forward to my insurance company. Your cooperation in this matter is greatly appreciated. Sincerely, Alan C.

Good morning Agoda, I am reaching out regarding bookings made in January [redacted] for holidays in Italy planned from April 9th to 18th. Due to the pandemic, the trip had to be canceled. Although the bookings were non-refundable, I involved my insurance agent Columbia/INTANA in handling the claim. They recently informed me that they believe I am entitled to a refund from Agoda under English law due to the frustrating event caused by the pandemic. I have been advised to contact Agoda for a refund or have them respond directly to my insurance agent's request. This has been a lengthy process, but I am willing to pursue it as a significant amount of money was spent on the bookings. I kindly ask Agoda to clarify their refund policy for hotel bookings and provide a response that I can pass on to my insurance agent. Looking forward to your timely response. Warm regards, Alan C.

Upon arriving at Hummel Street 2 in Kaiserslauten late at 23:00, I was immediately confronted by another guest on the property. The description of the place did not match the reality, resembling more of a psychiatric ward. I experienced a series of attacks and was even physically assaulted, being falsely accused of being part of the Russian mafia. The owner's response to the situation was dismissive, suggesting I punch the aggressive guest back. Seeking refuge in Stuttgart initially, I faced continued harassment at this location, culminating in a distressing 4-hour ordeal of being chased and threatened, later enduring a failed break-in attempt in my room until the early hours of the morning. Feeling unsafe and trapped, I urgently seek assistance from Agoda to address this serious predicament, as the owner acknowledges the troublesome guest's behavior yet refuses to take action.

I arrived at the property on Hummel Street 2 in Kaiserslautern at 11:00 p.m. I had a disturbing experience with one of the guests who attacked me. The place doesn't match the description provided, and it feels chaotic like a psych ward. I sought refuge here after an attack in Stuttgart, but instead, I faced continuous harassment, including physical violence and threats. Despite contacting the owner, who acknowledged the problematic guest, no real solutions were offered. I am deeply worried about my safety, having been chased and intimidated for hours, culminating in an attempt to break into my room and threats of harm. The situation has escalated dangerously with the owner's reluctance to address the guest's erratic behavior. Agoda, please intervene promptly. This ordeal is frightening, with the guest's aggressive and racist actions creating an unbearable environment.

I arrived at the property on Hummel Street in Kaiserslauten at 11:00 PM. Unfortunately, the place is not as described and has been a terrible experience. Upon my arrival, I was attacked by one of the other guests, and the situation escalated from there. The owner was unhelpful, instructing me to hit back at the aggressor. I came here to rest after a previous incident in Stuttgart, only to experience more chaos and fear for my safety. The guest continued to harass me, and the owner did not take appropriate action. The night was filled with threats and attempts to break into my room, leaving me feeling trapped and scared for my life. I urgently request Agoda's assistance in getting me out of this dangerous situation and providing a refund.

I arrived at the property in Kaiserslauten at 23:00 on Hummel Street 2. Unfortunately, the place is not as described; it feels like a psych ward. Upon arrival, I was attacked by one of the other guests who accused me of being part of the Russian mafia. The owner's response to the situation was inappropriate, advising me to hit back. This terrifying incident continued for hours, escalating to the point where I feared for my safety. I was even chased down the street by the aggressive guest while the owner did nothing to intervene. The night was filled with screaming, attempts to break into my room, and threats to involve the police. Feeling trapped and in danger, I urge Agoda to take action. My ID is [redacted]27.