Agoda Customer Service Issues

Subject: Unpleasant Experience at Lalov Egrek Hotel, Tsarevo, Bulgaria I recently booked a 2-night stay from 5-7 Sept [redacted] at Lalov Egrek Hotel in Tsarevo, Bulgaria. Unfortunately, I encountered several issues during my visit: 1. The hotel's location was inaccurately described on your website as being in Tsarevo Centre, when in reality, it is 5km away plus a 500m walk from the main road. 2. The swimming pool suitable for swimming was empty, rendering it unusable. 3. Communication was impossible as no staff at the hotel spoke any foreign languages, making it challenging to seek assistance. 4. When requesting to speak to the manager, I faced resistance from the receptionist who eventually relayed a message from the boss declining to communicate with me unless I paid for the stay upfront. 5. My interactions with the local police seeking help were also futile due to the language barrier and lack of interest in non-criminal matters. Feeling disappointed and unsafe in this environment, I chose to leave the hotel. I am deeply dissatisfied with the experience, especially considering the misinformation on your website about the hotel's location. Given these circumstances, I firmly reject any charges to my card and urge you to update the hotel information for the benefit of future guests. I sincerely hope that you will support my decision, and my card will not be charged for this reservation.

We were a family of four staying in a business level room at your hotel. Unfortunately, the room was extremely hot, almost like a sauna. Our room faced the side of the town where there was live music on a Friday night and noise from planes taking off. This was our second stay at your hotel, and the previous time we were on the quieter side which was much better. The pillows in the room were very hard, and due to the lack of sleep, we had a disappointing day at Legoland as we were all very tired. Even though our first visit to your hotel was great, this time was a letdown. I usually don't complain, but the £[redacted].99 we paid for the stay did not seem worth it. We felt so exhausted that we would have preferred to drive to Legoland in the morning instead. Our reference number is [redacted]07.

While chatting with my boyfriend, I was trying to reserve a room through your website. Midway, we changed our minds and concluded to go to Santa Rosa, CA instead. Somehow, a charge of nearly $[redacted] from your site for Motel 6 appeared on my bank statement. I inadvertently made this booking as I never finalized it. I demonstrated to my boyfriend that I did not complete the transaction. This unexpected charge is causing me a lot of distress as I cannot afford to lose that sum of money. Can you kindly assist me in resolving this issue? I would appreciate a credit for the hotel amount I was charged. Thank you.

Salve, ho prenotato un soggiorno tramite Agoda presso il Towers Hotel di Castellammare. Inizialmente avevo scelto una stanza singola con vista montagna, ma ho successivamente deciso di optare per una stanza doppia ad uso singola con vista per poter avere le camere vicine. Tuttavia, all'arrivo in hotel, mi è stato comunicato che non c'era disponibilità per la doppia ad uso singola con vista come da mia prenotazione, ma solo per una singola con vista montagna. Pertanto, per poter avere le camere vicine, ho dovuto pagare la differenza per ottenere una stanza doppia. Chiedo assistenza su come risolvere la situazione data la mia imminente entrata in hotel. Sarà possibile che Agoda invii una mail confermando la mia prenotazione per una stanza doppia? Grazie.

Upon arrival, I double-checked with the front desk regarding breakfast. They mentioned a sack breakfast available in the morning, but it consisted of just a single granola bar. I was disappointed as a proper breakfast was expected. Additionally, the TV in my room was not functioning. Despite contacting the front desk for assistance, no one came to fix it, which was frustrating as a working TV was essential. Lastly, the air conditioner in my room was not working properly, leaving the room uncomfortably hot despite adjusting the thermostat. These issues significantly impacted my stay negatively, and I am dissatisfied with the overall experience. I am requesting a refund for these unacceptable inconveniences.

I urgently need to update my credit card information before tomorrow's payment deadline. I encountered challenges while trying to update my credit card. They charged me an additional 30 Euros without my consent, attributing it to a currency exchange issue. Despite not authorizing this charge, they have refused to provide a refund. Please exercise caution as they possess a record of only the approved amount and still took an extra 30 Euros. My attempts to communicate via email have been unsuccessful, and I have not received a response from them.

Dear team, I kindly request your assistance in changing my booking date. I accidentally selected October 10th instead of September 10th to check-in and would greatly appreciate if you could modify the reservation to September 11th instead. I understand your policy, but I am facing financial constraints as a student, and every dollar counts for me. My guest is arriving tonight for a one-night stay between 10-11 PM, and it's crucial to have the correct reservation date. I would be eternally grateful for any help provided. Please contact me at [redacted] or [redacted]. Your understanding and support in resolving this matter are sincerely appreciated. Booking ID #[redacted]82 Moda Hotel Check-in: October 10, [redacted] Check-out: October 11, [redacted] Address: [redacted] Seymour Street, Vancouver (BC), Canada Thank you.

I would like to share my experience with a recent booking I made through Agoda at Yelagiri Cloud9 Resort from 09-09-[redacted] to 12-09-[redacted]. Arriving four hours later than planned at 4 pm, the villa was not prepared as promised. Lacking amenities and cleanliness, we faced issues with check-in, finding the villa in a messy state. With no staff available, only a room service attendant was around to assist guests. The room was untidy with papers, wrappers, and food stains. The restroom was unsanitary with a faulty flush. Despite paying Rs.[redacted] for specified facilities, we only received a poorly maintained room with minimal furnishings. Basic necessities like a water heater, TV, water supply, functional toilet flush, and WiFi were missing. We attempted to contact Agoda without success and the resort offered to compensate with a dinner, which was delayed and unsatisfactory. We are seeking a refund for this disappointing experience.

Subject: Unpleasant Experience at the Hotel Dear [Hotel Staff], I am writing to express my extreme disappointment with the way a situation was handled during my recent stay at your hotel. In the early hours of the morning, around 3 am, I was startled awake by a knock on my door. To my shock, a staff member entered my room without proper explanation, disturbing my privacy and causing unnecessary stress. Not only was I caught off guard, but my two teenage sons were also abruptly awakened by the intrusion. The lack of sensitivity and professionalism displayed by the staff member was truly distressing. I felt embarrassed and uncomfortable as I was in my undergarments when the incident occurred. I sincerely hope that this matter is addressed promptly to prevent such incidents from happening to other guests in the future. Thank you for your attention to this matter. Sincerely, Jodie

I made a reservation for a Classic Double or Twin Room at Hotel Florida in Venice for today under the booking ID [redacted]23. However, upon arrival, the hotel informed me that I had booked a different room type with an external bathroom. Despite this discrepancy, I was given a room with a double bed and an attached bathroom instead. Regrettably, the room did not meet my expectations as it lacked a bathtub and only had a semi-double bed. Furthermore, I was unexpectedly charged €4 for city tax, which was not mentioned in my booking confirmation. This experience has left me quite dissatisfied and has negatively impacted my vacation plans. I am kindly requesting a refund for these inconveniences.

Dear Agoda Customer Service, I made a hotel reservation for two days through your website and paid online. However, when my partner tried to check in at the hotel, the manager refused to provide a room stating they do not accommodate guests who prepaid online. They insisted on a payment at the hotel for a room. If Agoda did not have an agreement with the hotel for online payments, why were online payments accepted? This caused a lot of embarrassment to my partner, who had to book another hotel. Your service was extremely disappointing. I am requesting a refund for the hotel booking to be transferred to my (Original Payment service) bank account, not as credit in the wallet. I had a negative experience using your platform. Please process the refund promptly. I have attached the booking screenshot for reference. Booking ID: [redacted]93 Thank you, Anuradha Halale

Dear Sir, I, Norisma bt Anor Basri, booked 3 rooms at Gold Coast Morib International for 2 nights from 16/9/[redacted] to 18/9/[redacted] with my family under reference number [redacted]77. Upon checking into the hotel room on the first day, everything was satisfactory except for the small kitchen sink and bathroom water supply, which was insufficient for our family of 7 people. On 17/9/[redacted], early in the morning, we almost missed prayer time due to no water at 6:00 am. We contacted the unit owner, and thankfully, they allowed us to pray in another room on a different floor temporarily since someone else would occupy that room. By 9:00 am, water resumed but remained inadequate. Therefore, we decided not to stay for the following day. We informed the owner of our decision not to stay another day due to the water issue. Hence, we kindly request a refund for the day we did not stay (17-18/9/[redacted]). This was an unforgettable experience. We hope for your prompt response and resolution of this matter by the hotel to prevent such inconveniences for other customers. Attached are photos taken in the hotel room for your reference. Thank you.

Hello, my name is Talgat S. On September 6, I made a reservation for a 10-day stay at Lotus Garden Hostel in Izmir from September 16 to September 26 through agoda.com for 80 €. However, upon arrival, I found the area unsafe and decided to cancel my stay. I informed the hostel staff but am now having trouble canceling the reservation and receiving a refund. Despite the policy on agoda.com stating that the hotel should only charge for the first day, I have been unable to process the cancellation online. I reached out to agoda.com's support, but they informed me that online cancellation is not an option. I am willing to provide any necessary documentation to resolve this issue. Thank you for your help.

Dear Agoda Team in Kuala Lumpur, I regret to inform you that despite reaching out for our three months payment request, we have not received any response. We tried contacting the provided numbers listed under the Kuala Lumpur Agoda office, [redacted] and 03-2[redacted], but encountered issues. The individual answering the first number claimed it wasn't Agoda, while the second number provided an automated voice mail stating that calls are restricted. We are confused by these developments and would appreciate a follow-up on our payment request. Kindly reach out to us at your earliest convenience. Regards, Sam from DSpark Hotel in Port Klang, Malaysia

Dear Customer Service, I had reserved and paid for a one-night stay at Sea Cliff Hotel-Dar Es Salaam from September 20th to 21st, [redacted]. However, upon arrival, the hotel could not find my booking in their system. After mentioning that I booked through Agoda, I was informed they had not been working with Agoda for six years. This caused frustration as I, along with my wife and baby, had to wait over an hour late in the evening. The hotel advised me to contact Agoda for a refund and cancellation and I had to rebook through booking.com. In addition to the refund, I kindly request fair compensation for the inconvenience caused. Thank you for your assistance and understanding. Sincerely, Fahad A. Email: [redacted] Phone: +[redacted]3 Booking ID: [redacted]

I want to share my disappointing experience with Agoda. This was my first time booking with them, and unfortunately, I mistakenly cancelled my non-refundable hotel room. Despite reaching out to Agoda for over a month, they were unable to reinstate my booking. The hotel was willing to rebook, but Agoda failed to negotiate with their partner or supplier. As a resolution, I was offered a refund for one night in "Agoda Cash" to book at specific hotels that accept it. However, Agoda couldn't provide me with a list of these hotels. This lack of customer representation is frustrating, and it seems Agoda's policy prioritizes keeping money over serving customers. I simply want the hotel stay I initially booked. Due to their policies and poor customer service, I won't be booking with Agoda again.

I booked a two-night stay at BelMercer Hotel in Geelong. I arrived ten minutes before the 9:00 PM check-in deadline since my payment was still processing. When I called the reception, I was informed that all rooms were already booked, and they couldn't accommodate me despite my explanation about the payment delay. They mentioned that booking online shouldn't have been possible and advised me to contact the booking service. I found myself homeless, hence the urgent need for accommodation. Despite booking and paying for another place online, I was denied entry due to Covid restrictions upon arrival.

Upon checking into my hotel room, I encountered an issue where the staff claimed I hadn't paid for my reservation, despite my confidence that I had. The situation escalated when they attempted to charge me again. After showing my Agoda booking confirmation, they accused the company of being a scam. Later that evening, I discovered major roadworks near my room, which had not been disclosed during booking. The noise disrupted my sleep, leading me to abandon my stay, skip breakfast, and incur taxi expenses to return home. The hotel denied prior knowledge of the construction but there were signs indicating they were aware. The staff's public mishandling of the payment matter further embarrassed me in front of my friends. Thankfully, another staff member confirmed my payment when I followed up the next morning.

Subject: Regarding Booking Confirmation number [redacted]83, check-in - Thursday, 23 September [redacted] To Agoda Customer Service, Upon arriving at the hotel tonight, I was informed that there were no available rooms for me due to an issue on your end with the reservations, despite having already paid. After searching multiple hotels, I finally found a room but had to pay €[redacted]. Given the situation and the inconvenience, I request a refund for the amount I paid, reimbursement for the room at the last-minute hotel, and compensation for the distress caused. I reserve the right to report this to the relevant authorities. Regards, Roberto V.

I had booked rooms at Econo Lodge for the 22nd-23rd of September in Portland, Oregon. However, upon my arrival that night, I had to repeatedly ring the doorbell as there was no one in the office. Once the lady arrived at the window, she refused to give me the room key and asked me to return the next day, even though my reservation was for that night. Despite explaining this to her, she still didn't provide the key. She assured me I wouldn't be charged and showed me on her computer that I wasn't. To my surprise, I noticed a charge from Econo Lodge on my statement. I am frustrated as I did not receive the service I paid for, and the staff's behavior was rude and lacking in communication. I have never experienced such treatment where a hotel denied guests access without reason. Being charged for this unacceptable service is unfair, and I am requesting a refund. I want this issue resolved promptly. Thank you, C.