Agoda Customer Service Issues

To whom it may concern, I am writing to bring to your attention an urgent matter that requires immediate resolution. Despite my attempts to reach out to Agoda through various channels, including submitting a complaint via resolver, visiting their website, and phoning them, I have not received any response or assistance in addressing my concerns. On December 26, [redacted], I arrived at the Urban Parks Hotel in Durban Umhlanga for check-in only to discover that essential facilities such as the pool, bar, spa, and restaurant were all unavailable, with no prior communication of this issue. Considering the high cost of over R12000 for a single room without access to these amenities, I find this discrepancy unacceptable. Feeling dissatisfied, I promptly checked out on the same day without staying a night and sought alternate lodging. I am seeking a refund for the services I paid for but did not receive. Despite my efforts to reach out since the 26th, I have not received any assistance from Agoda. It is crucial that this matter be addressed promptly, given the expenses incurred and the unmet services. I kindly request your prompt attention to this issue. Sincerely, Sonia G.

Subject: Request for Refund Due to Pandemic Circumstances Dear Agoda, I wanted to inform you that the ASTORIA HOTEL in Ortigas, Pasig Metro Manila, is unable to accommodate leisure stays at this time due to the ongoing pandemic situation. They have advised me to seek a full refund for my booking. I kindly request a full refund to be processed to my Credit Card if possible, as many hotels in Manila are currently not accepting leisure bookings due to the pandemic. Alternatively, if refunding to my Agoda account is the only option, I would appreciate it if there are no expiration dates on the funds. This way, I can use them for hotel reservations once the situation improves in our country and hotels start accepting leisure bookings again. I had made the bookings for wedding preparations, but unfortunately, some hotels are only accommodating guests for Covid-related reasons. My booking IDs are: - [redacted]44 - [redacted]32 Thank you, Carlos Palomar

Hello, I am experiencing issues with my combi boiler, leaving my flat without heat or hot water, which led me to book a stay at Hotel Alt Deutz City Messe Arena in Cologne from December 25th to 28th under booking number [redacted]99. Due to the closure of the hotel because of the pandemic, they redirected guests to Dom Hotel Am Römerbrunnen. Unfortunately, despite booking with them before from December 11th to 17th under booking number [redacted]23 as my house was being renovated, they denied me accommodation this time. They also failed to refund me the €77.34 I had paid because they claimed they needed a document from the City of Cologne, which I believe is not necessary for Cologne residents. After booking again for January 7th to 8th with booking number [redacted]91, I was informed they would accommodate me after reaching out to the reception. It seems they now accept guests without a place to stay like in my situation, similar to my previous stay. I am seeking assistance to secure my refund of €77.34 for booking number [redacted]99. Best regards, Yasmine D.

Regarding booking ID: [redacted]61, I'm seeking feedback on the comments I sent on January 1st regarding my unpleasant experience at Casa Umi. Here's the original message for your reference. Thank you. To the Agoda team, I would like to register a complaint about the awful experience I had after booking 2 nights at Casa Umi in Puerto Escondido, Mexico. Upon arrival on the 31st, there was no concierge or access code to my room as indicated. Eventually, another guest helped me contact the manager, who informed me that the room I booked was not available. The manager claimed Casa Umi tried reaching me multiple times, but the confirmation email was the only contact I received. Aside from the booking details, the email deceitfully mentioned Mexican government restrictions on occupancy due to the pandemic, which was untrue as the place and the entire town were fully booked. After promising to rectify the situation, the manager, Andreas, never followed up with a solution as agreed. This experience, combined with a long day of travel with my elderly mother, was one of the worst I've endured. It was a letdown from Agoda, which has usually provided good service in the past. I'm eager to hear your thoughts and understand how best to report Casa Umi for its disrespectful treatment of guests. The lack of empathy and accountability tonight was truly disappointing. Thank you, Richard

During my stay at the Hampton Inn in Ellensburg, WA on January 5th, I experienced multiple disturbances due to a loud banging noise originating from the heating/AC unit in the early hours of the morning. Despite reporting the issue and having maintenance address it by cleaning the dirty unit, I started suffering severe allergic reactions afterwards, including headaches, stomach pains, fatigue, and more. This led to me needing to vacate the room for my safety, as my symptoms worsened, and I even experienced shock-like symptoms. The hotel offered to show me other rooms, but many exhibited mold and moisture issues, indicating a larger problem with the building. I am requesting a full refund for my two-night stay, as the conditions and my subsequent illness made the experience unacceptable. The hotel's lack of maintenance and recent remodeling delays, especially considering the ongoing health crisis, have left me feeling unsafe and disappointed with this establishment. My stay was on January 4th and 5th, [redacted] in Room [redacted].

I am Julie G., a Agoda VIP Gold member sharing feedback about my recent booking at the Kasauri Valley Beach Resort using booking ID [redacted]69. Upon arrival on Jan 4, [redacted], we encountered challenges due to a loud event with music that disturbed our peace and made dining uncomfortable. The strong chemical smell used for room disinfection was overwhelming and caused breathing issues. Despite the staff's efforts to assist, the alternatives offered were unsatisfactory. Regrettably, we could not stay at the hotel as planned. I kindly request a refund despite booking a nonrefundable rate due to the unmet expectations and health concerns. As a seasoned traveler familiar with diverse accommodations, the noise levels, crowded gathering, and chemical odor at this property fell short of the usual standards I have come to expect when booking through Agoda. Your support in addressing this matter is greatly appreciated. Thank you for your attention. - Julie G.

On January 7th, [redacted], I made a reservation through Agoda with Portobello by the Sea. Booking number [redacted]49. Agoda confirmed the booking, but today I received a message from Portobello stating they cannot approve the request. Please see the attached file. I paid Agoda $[redacted].01, and the booking is confirmed. I would like to know why I received this message from Portobello and if my reservation is still valid. Thank you, Greg D. How can I get in touch with Agoda? Thank you.

Subject: Issue with Booking at Giorgio Hotel through agoda.com Good evening, I booked the Giorgio hotel through agoda.com today. Unfortunately, upon arrival, I discovered that the hotel was foreclosed. I have attached my receipts and a photo of the foreclosed property for reference. I reached out to customer service and was informed that I would receive an email within 30 minutes to address the matter. Regrettably, I did not receive the promised email. Subsequent attempts to contact them revealed that my booking ID, which is [redacted], had been closed. I am seeking a full refund to be credited back to the original payment method. Best regards, J.B.

Hello, I have attempted to reach out to Agoda through various channels without success. After not receiving any responses, I am now reaching out to you directly. I was previously informed that I could change the dates of my booking with ID [redacted]5 to any time in [redacted]. Despite my efforts to contact you in recent weeks, I have not heard back, although I was advised to do so by the end of [redacted]. Since the lack of response is on your end, I trust there will be no issue in honoring our agreement upon receiving this email. We are adjusting our stay dates from April 7th-14th, [redacted] to November 7th-14th, [redacted]. Please confirm when this change has been made. Thank you, Imogen L.

I, Subir Bodhak, made a booking at Puri Hotel Gouri Palace through the GoRoomGo on the Agoda app for the dates 20th March to 24th March, reserving 4 rooms for 4 days. I paid an advance amount of [redacted]/- Rs to the proprietor on 24th January with Booking ID: [redacted]65. Due to the COVID regulations imposed by the Indian government starting on 24th March nationwide, I had to cancel my trip. After contacting the hotel management, they advised me to cancel the booking through the Agoda app and assured me that my advance payment would be refunded within 15 days. Despite numerous calls, the refund has not been processed. Initially, they promised to return the amount, but now they are declining. I seek assistance in resolving this matter promptly.

I, Subir Bodhak, made a reservation at Gouri Palace in Puri through the GoRoomGo platform on the Agoda app for the dates of March 20th to March 24th, booking four rooms for four days. I made an advance payment of Rs. [redacted] to the proprietor's account on January 24th with Booking ID: [redacted]65. Due to COVID regulations issued by the Indian government from March 24th, I had to cancel my trip. I contacted the hotel management, who instructed me to cancel the reservation through the Agoda app and assured me my advance would be refunded within 15 days. However, I have yet to receive the refund despite numerous calls to the hotel. Initially, they promised to return the money, but now they are refusing to do so. I am eager to have my advance amount returned promptly.

Subject: Review of Eurotel Makati Dear Sir/Madam, I would like to share my feedback regarding the Eurotel Makati hotel that is listed on your platform. As a loyal customer, I feel compelled to bring to your attention the significant issues I encountered during my stay there. Upon booking the Euro Suite with a city view and a private bathroom, I was disappointed to find that the room had a metal plate blocking the window, depriving the room of natural light. Furthermore, there was no hot water available for showering, despite efforts by the staff to rectify the situation. During my 14-day stay, the makeshift shower solution provided by the staff fell short of basic standards. The breakfast served consisted of rice, a hard-boiled egg, red beans, and a small slice of watermelon, lacking variety and nutrition. The unreliable internet connection added to the inconvenience. Despite my request to change rooms for access to hot water, I was informed that all rooms had cold water only, with no willingness to accommodate my request. I leave it to your discretion to continue listing this establishment, but based on my experience, I believe the Eurotel Makati falls short of acceptable standards. Thank you for your attention to this matter.

I checked in a little after 3 PM only to encounter issues with the rooms. The first one was infested with ants, and the second had not been cleaned properly - there was urine on the floor and toilet seat. I have tried contacting Country Inn & Suites customer service for a refund but have been unable to reach anyone. Throughout the night, the guests in the room above me were noisy, causing disturbances that prevented me and my two-year-old from sleeping. The front desk staff did not address the noise adequately when I raised my concerns, and the disturbances persisted. I am seeking a refund for my stay due to the lack of rest and the unhelpful staff. I hope to have this matter resolved promptly.

I had intended to book a hotel stay at Henann Resort Alona Bohol for March 4 and 5, [redacted]. Despite receiving a payment voucher, I encountered an issue with the code when trying to pay at the counter. Thankfully, I couldn't proceed with the booking because the dates were incorrect (Feb 16 to 17, [redacted]), a mistake I couldn't rectify during registration. I decided to rebook at a different hotel to secure the correct dates. Unfortunately, I received the payment voucher later than anticipated and mistakenly paid for the initial booking with the wrong dates. I now want to amend my hotel reservation to March 4 and 5, [redacted], but Agoda is stating that my Booking ID is invalid. I am seeking assistance in resolving this matter.

I attempted to reserve a hotel room for one night in Melbourne, FL on 1/24/[redacted]. Despite inputting all my details correctly and even utilizing the app for better deals, when I attempted to confirm my booking, it was rejected due to Agoda trying to charge me well above the originally stated price for taxes and fees. After carefully checking for any fine print I might have missed, I found none. I tried the process again, only to be declined once more. I had $75 available on my card, and the total should have been $65, including taxes and fees, leaving me with $10 to spare. However, Agoda tried to charge me $87, resulting in the decline. I am concerned about why there is such a discrepancy between the stated price and what they attempted to charge me. I hope to continue using Agoda in the future, but this experience has left me questioning the site's legitimacy.

Dear team, I wanted to share my recent stay experience at Ramada Hotel in Musoorie from January 23rd to January 26th, with booking ID [redacted]37. My stay was disappointing and frustrating. Firstly, the room I was given was unhygienic with a small, poorly maintained washroom. The noise from the staff near the reception made it hard to sleep and relax. The housekeeping staff was unresponsive, leaving us in an untidy room. The overall cleanliness was below standard, with dirty walls and doors full of dust. Additionally, the wifi was slow and unreliable, affecting my ability to work remotely. This stay at Ramada Hotel was not up to the usual standard I have experienced with Agoda bookings in the past. My family and I feel let down and dissatisfied by this experience.

Dear Agoda, I am reaching out regarding booking ID [redacted]89. Due to no response from your end, we arrived in Shimla at 9:00 without canceling to avoid losing money. Upon arrival at Dew Drops, it took 45 minutes to check in. We were then told the deluxe valley room was unavailable. The room was not temperature controlled, with only a heater that required one hour to heat up. The WiFi password provided did not work, the TV had issues, and we were shocked to find there was no hot water. With a child in tow, I cannot risk staying in these conditions and am checking out at 10:15 at night. Please process a refund at your earliest convenience. Thank you, Anu M.

I had a reservation at ibis budget Sydney Airport with Booking ID: [redacted]01 on 22/5/20 that I had to cancel due to COVID-19. I received an email from Agoda regarding the situation and options available for cancellations or changes. They emphasized working with property partners for free cancellation whenever possible. They recommended using the "My bookings" section on the Agoda website or app for any modifications to bookings and highlighted prioritizing support for bookings within the next 2 weeks due to high volume. They advised checking back closer to the check-in date if the travel period is more than 2 weeks away as conditions can change rapidly. The email provided detailed steps on accessing the self-service cancellation option. Agoda assured they are taking measures to protect travel plans amidst the COVID-19 situation and thanked customers for understanding.

I reserved a room at the Hawthorn Inn in Conyers, GA in the early morning hours around 4 am. Initially, I tried to check in at a different hotel, but they said it was too early. So, I booked a room at Hawthorn and made sure the date was for the previous day. When I arrived, it was past midnight, and they couldn't check me in early due to their system changing to the next day. Unfortunately, they had no available rooms for an early check-in. I needed a place to shower and rest before work, but Hawthorn informed me I couldn't check-in until 3 pm. Since I would be at work by then, I left. Later, I noticed a pending charge on my account and received an email. I called Hawthorn to cancel, and they confirmed it. However, Agoda still charged me for the stay and hasn't refunded me yet. I attempted to address the cancellation with the hotel as per Agoda's instructions online.

Booking Reference: [redacted]11 I recently made a booking but there seems to have been a mix-up with the payment option. I intended to choose the option to pay at the hotel with free cancellation until November 17th. However, my confirmation email shows that full payment has been taken now. This was not my intention due to my current circumstances. Immediately upon noticing the error, I reached out to live chat where I was informed that cancelling the booking would result in a full loss as it was within a cooling-off period. Unfortunately, my attempts to contact the bank were unsuccessful due to their closure. I am still interested in keeping the booking but I require it to be set as pay at the hotel with free cancellation. Please contact me at your earliest convenience at [redacted]2 to resolve this issue. Thank you in advance for your assistance. Best regards, J. R.