Agoda Customer Service Issues

Archive 111

The following are issues that customers reported to GetHuman about Agoda customer service, archive #111. It includes a selection of 20 issue(s) reported September 12, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Good evening, I am Dr. Stefano Acri, and I stayed at Hotel Tuscolana San Giovanni on September 8, [redacted] (reservation number [redacted]1). I am writing to inform you that on September 7, [redacted], I made a reservation on Agoda (booking number [redacted]23). Unfortunately, I mistakenly selected the wrong date. Shortly after booking, I tried to cancel the reservation on Agoda, but the payment of 36.98€ was still deducted from my account on September 9, [redacted]. I would like to request a voucher or alternative solution to avoid losing the amount of 36.98€. This credit could be used for a future booking on your website within the next 1-2 months. Thank you for your attention. Best regards, Dr. Stefano Acri
Reported by GetHuman5256990 on Saturday, September 12, 2020 4:18 PM
I made a reservation at Best Western in Muncie for July 11th, but due to a switch in the midnight policy, they only gave me the room on the 12th. Unfortunately, I was not aware of the $[redacted] out of $[redacted] deposit requirement because my stepmom booked the room with the wrong email. I never received the booking ID number, and the motel staff mentioned they canceled the reservation. I never actually entered the room, but the deposit was taken from my NetSpend card. As a single parent on a fixed income, I am struggling to cope with this unexpected charge. NetSpend advised me to contact Agoda to resolve the issue. I would appreciate assistance in getting a refund for at least part of the money. I can provide all relevant details except for the booking ID and the incorrect email used for the reservation. Thank you.
Reported by GetHuman5272574 on Thursday, September 17, 2020 12:03 PM
I have approximately 7,[redacted] pesos or [redacted] dollars in Agoda cash that I received from a canceled booking in Boracay due to Covid-19. Given the uncertainty of the pandemic and the lack of a vaccine in the Philippines, I am hesitant to spend this without a clear resolution to the situation. I wasn't able to keep track of the expiration date as I've been focused on everyday survival. I kindly request not to lose this Agoda cash due to expiration and if possible, a refund would be greatly appreciated. My Agoda cash ID is [redacted]34. I have always booked my trips through Agoda and I hope we can resolve this matter. This amount represents hard-earned money for me. Thank you for your attention and assistance. Best regards.
Reported by GetHuman5278838 on Saturday, September 19, 2020 12:39 AM
My husband and I stayed at Scholar Hotel in Syracuse last night after booking through Agoda. We were disappointed to observe that the woman at the reception desk, possibly named Gabriella, was not wearing a mask when we checked in at 4 PM and upon our return from dinner later in the evening. Despite other employees wearing masks, we questioned if the cleaning staff followed suit due to the lack of a hotel-wide mask mandate. In hindsight, we regret not leaving the Scholar Hotel but were unsure of alternative accommodations. We now feel uneasy about the potential exposure to COVID-19 during our stay. We hope neither I nor my 71-year-old husband fall ill. - Jane W. Booking ID: [redacted] Email: [redacted]
Reported by GetHuman5283348 on Sunday, September 20, 2020 6:12 PM
I am writing regarding Booking ID [redacted]86 for a three-night stay at the Temple Bar Inn in Dublin, Ireland. Originally, I had reserved the stay for August 27-30, [redacted], but later changed it to September 27-30, [redacted] with the help of Simona at Temple Bar Inn. On September 14, [redacted], Temple Bar Inn contacted me concerning my travel plans due to COVID-19. I informed them that my trip was canceled by the tour operator. Subsequently, on September 20, [redacted], I received an email from Temple Bar Inn stating that they had approved a free cancellation. They mentioned that if I contact Agoda, the booking site, for a refund, they would assist in the process or provide a voucher if I preferred. I am now reaching out to Agoda to obtain a full refund for the booking. Please advise if there are any complications in processing this refund. Thank you for your assistance. Gary M. Dillow
Reported by GetHuman5286973 on Monday, September 21, 2020 8:05 PM
Hello, I am attaching the confirmation and booking ID for my reservation at your KYRIAD DESIGN ENZO VIERZON hotel from Saturday the 19th to Sunday the 20th. I was unable to access my room as all your rooms were apparently full when I arrived at 11:00 PM. This situation was quite absurd, and I am requesting a refund of the amount paid within 48 hours. Please consider the stress of trying to find a room at 11:00 PM in an unfamiliar city with no availability. Thank you. SUL Ruben
Reported by GetHuman5288311 on Tuesday, September 22, 2020 6:29 AM
Dear Agoda Customer Service, I hope you are well. I previously emailed you on April 10, [redacted], providing all necessary documents, but I have not received any updates. Due to the Covid-19 pandemic and lockdown measures in Malaysia, travel is restricted and not recommended under the current circumstances. I kindly request an extension for the expiry date of my AgodaCash, perhaps until the end of this year or even into [redacted]. Your attention to this matter is greatly appreciated. Thank you and regards, A. L.
Reported by GetHuman-assiew_ on Wednesday, September 23, 2020 9:37 AM
Dear Customer Service, I am reaching out regarding a refund for a booking at Maritim Hotel in Berlin made through Bookings.Basic. The Maritim Hotel has confirmed the refund arrangement with Agoda in their email response. We have not yet received any updates on the refund process. Could you please provide information on when we can expect to receive the refund? Our details: Mark & Kim Lawrance, Confirmation Number - [redacted], and email: [redacted]@***.com. We appreciate your assistance in resolving this matter promptly. Thank you for your attention to this issue. Sincerely, Kim Lawrance
Reported by GetHuman-mklawran on Friday, September 25, 2020 3:03 AM
Dear Sirs, I have a hotel reservation in Lisbon for this weekend with booking ID [redacted]71. Recently, the Belgian authorities declared Lisbon a red zone, which I only found out about yesterday. This means that returning to Belgium would require a 14-day quarantine, which is not feasible for me due to work commitments. I have already canceled my flights and now wish to cancel my hotel booking. Unfortunately, the reservation is non-refundable since 23 September [redacted]. I have contacted the hotel, and they are willing to provide a credit for a future stay. They requested that I confirm with AGODA, as the booking was made through them. Given the exceptional circumstances and the sudden change in travel restrictions, I am hopeful for some flexibility in being able to use the amount paid for a future stay. I am eager to hear your response on this matter. Thank you for your attention to this issue. Kind regards, Paolo Martino Cossu
Reported by GetHuman5299115 on Friday, September 25, 2020 8:15 AM
Unfortunately, due to my illness, I have had to cancel my booking [redacted]05 at Motel Kempsey in Australia. Motel Kempsey has kindly agreed to cancel the booking without any charges. They have explicitly stated in their email that the cancellation will be free of charge and that I should contact Agoda to process the cancellation. As per your cancellation policy, if a booking can be canceled for free, no charges should be incurred. I kindly request that the charge be refunded accordingly. Thank you, Karen M. O. McDonald
Reported by GetHuman-mctribe on Friday, September 25, 2020 11:27 PM
I am kindly requesting a refund for my booking cancellation due to illness. The reservation in question is with Motel Kempsey in Australia under booking number [redacted]05. According to Motel Kempsey, they have agreed to cancel the booking free of charge. They have stated in their email, "That is OK. We can cancel it for free. But as Agoda collects payment from you and we collect payment from Agoda, you need to talk to Agoda to cancel your booking. Forward this message to them so they know we agree to cancel free of charge and they will send us an email about the cancellation." I would appreciate it if the refund could be processed promptly. Your policy indicates that cancellation fees are determined by the property, and in this case, the property has confirmed the cancellation will be free of charge. Thank you, K. McDonald fon behalf of O. McDonald
Reported by GetHuman-mctribe on Friday, September 25, 2020 11:42 PM
Dear Ladies and Gentlemen, (Booking-ID [redacted]15) As Thailand is currently not open for tourists, I am unable to visit the hotel in Patong. I have contacted the hotel directly and received the following response: Dear Mr. Yves Morger, Greetings from DINSO RESORT, PHUKET! Thank you for selecting our hotel. Please note that your booking was made through Agoda. Kindly reach out to them for any cancellation requests. Agoda's team will then get in touch with us accordingly. Should you need more information, feel free to contact me. Best Regards, Natchanan Pinmuang Assistant Front Office Manager I kindly request the cancellation of this booking and a refund of sFR [redacted].90 or confirmation for a future visit to DINSO Resort (voucher). Thank you for your assistance. Best regards, Yves Morger CH-[redacted] Zürich Email: [redacted]
Reported by GetHuman5302745 on Saturday, September 26, 2020 10:33 AM
I urgently need to contact customer service! Dealing with booking a hotel through Agoda has been challenging! I had made two bookings, but only one was confirmed upon arrival at the hotel. The hotel assured me they would cancel the second booking. Later, a friend asked me to reserve another room, marking my third booking. However, the hotel claimed they had not received any reservation from me, leading to confusion. I had to rebook everything due to only one confirmed reservation. Agoda then notified me through email that they had debited my account 8 days earlier without my knowledge because of the hotel's error. This situation has left me extremely perplexed and frustrated. I demand a refund for the charges incurred due to the hotel's mistake. I only noticed your email today!
Reported by GetHuman-kayebial on Monday, September 28, 2020 3:27 AM
I would like to report that I tried to reserve a room on 22.9.20 for December 5th at La Place Sarovar Portico Hotel Lucknow through your site. During the first attempt, the payment gateway showed an 'error in payment', and I did not receive a booking confirmation. However, my bank statement later indicated that INR [redacted].00 was deducted by your company. I then successfully booked a room at the same hotel for the same date and paid INR [redacted].00 again (Booking id NO. [redacted]25). It is clear that I unintentionally paid twice for the same booking on 22.9.20 due to a technical issue, resulting in the deduction of the amount from my account. I kindly request a refund of the overpayment of INR [redacted].00 be processed promptly. Thank you, Santosh K.
Reported by GetHuman5308370 on Monday, September 28, 2020 3:29 PM
I recently returned from a trip around the lower half of the North Island, New Zealand. Upon reviewing my bank accounts, I noticed a charge of $97.62 on my credit card, dated 16-9-20 at 9:11 pm, which I do not recognize. I paid for all my accommodations directly to the motel during check-in, so this additional charge seems unfamiliar. I was staying at the Rotorua Motel in Rotorua at that time and had already settled my bill. I believe this is an overpayment and would appreciate it if Agoda could investigate this matter. Unfortunately, I do not have my booking ID but only the confirmation number [redacted] and PIN code [redacted] from an email dated 22-7-[redacted]. I have been a loyal Agoda customer for years and this is my first encounter with such an issue. Thank you for your prompt assistance.
Reported by GetHuman5309968 on Monday, September 28, 2020 8:50 PM
Hello, my boyfriend and I have been guests at Extended Stay America in Lake Forest, CA. We need to extend our stay, but he accidentally booked the wrong dates. He can't call right now as he's at a doctor's appointment. I made the initial reservation last week under my account with you (Abby Sobotka). The confirmation number for today's reservation is #[redacted]46. We're hoping to change the dates to stay from today (9/30/20) until this Friday (10/2/20). Your assistance with this issue would be greatly appreciated as we're in a bit of a bind. You can reach him at [redacted] and me at [redacted]. Thank you in advance for your help! Abby Sobotka
Reported by GetHuman-abbybabe on Wednesday, September 30, 2020 9:32 PM
Booking Number: [redacted]05. Yesterday, my family and I stayed at this hotel, but I had to change rooms three times. The first room had a damp smell in both rooms. In the second room, we found two small cockroaches in my parents' room and one on the bed in my room. After calling the staff for assistance, we discovered a large cockroach, numerous small cockroaches, and a lot of excrement, so we changed rooms again. Upon entering the third room, a cockroach ran out. Even after using ridsect spray, another one appeared, and we found another in the bathroom. This was a terrible experience at this hotel! I believe they haven't cleaned properly. When I messaged the manager, she insisted they had cleaned thoroughly, but how could the room be so dirty? We even found hair behind the bed. I can provide photos of the cockroaches.
Reported by GetHuman5319996 on Thursday, October 1, 2020 8:15 AM
As an AGODA VIP GOLD member, I am interested in booking a suite with two rooms at The Premier Resort, the Moorings in Knysna, South Africa from 27 Dec [redacted] to 1 Jan [redacted]. The rate offered is R2149,00 per night, but it is non-refundable. Given the uncertainty of COVID-19, I would like the flexibility to cancel in case of increased restrictions. My friends booked the same room with a cancellation option at a better rate. Can you extend the same offer to me, considering my loyalty as a GOLD member? I appreciate your prompt response since this is the last room available for my preferred dates. Thank you for your service. Best, Haley
Reported by GetHuman-hrogoff on Tuesday, October 6, 2020 9:59 PM
I made a reservation through Agoda for a room at Wingate by Wyndham in Bismarck, ND, for September 26th. Although I planned to pay at check-in in 2 days, my plans changed the next day. I noticed a charge of $76.67 in my bank account already. After contacting the hotel, they promptly canceled my reservation. As the charge was processed by Agoda, I searched for their customer service number. However, my attempts to reach them were futile as I was put on hold for about 10 minutes, only to be disconnected. This happened multiple times over the next few days, and now the number doesn’t even connect. My initial reservation was supposed to cost $59.00, so being charged more before my trip is distressing. I, Karen Burroughs, made the payment for Barry Beach's reservation and as a senior citizen, I cannot afford to lose this money. Your assistance in resolving this issue would be greatly appreciated.
Reported by GetHuman-taneyes on Wednesday, October 7, 2020 5:11 AM
I attempted to make a hotel reservation for 5 nights starting tomorrow, 10/10/[redacted], via your website. After entering my payment details, I received an error message indicating the payment did not go through. I tried re-entering the details but encountered the same issue. As a result, I made the reservation through a different company. Unfortunately, I have discovered that my credit card was charged twice by Agoda for the same booking. I have informed my card provider, and they have issued reference numbers for both transactions. Kindly assist me in resolving this matter promptly by canceling both duplicate payments. Thank you. Sincerely, F. Robb
Reported by GetHuman-robbfran on Friday, October 9, 2020 5:12 AM

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