Agoda Customer Service Issues

I received an email from the airline notifying me of changes to my departure date. After communicating with them regarding alternative dates, I modified my hotel reservation through your service due to the flexibility it offered without cancellation charges. Regrettably, amidst the changes, I mistakenly made three hotel reservations and later canceled them. To my surprise, my card was charged $2,[redacted].00 for these cancellations. I urgently request a refund of this amount as maintaining multiple hotel bookings from November 15-22 and November 18-25 is unfeasible. This unexpected charge poses a financial burden as it was a result of my oversight. Please assist me in having the money refunded to my card as soon as possible.

I received an email from the airline informing me of a change in my departure date. After confirming the new dates, I adjusted my hotel reservation with you as my original booking allowed for changes without penalties. In my haste, I ended up making three reservations, which I later canceled. Unfortunately, I was charged $2,[redacted].00 for these cancellations. I kindly request a refund to my card as I cannot afford to pay for multiple hotel stays on overlapping dates. Please assist me in resolving this issue caused by an unintentional error on my part.

I made a booking at an ASQ hotel in accordance with the new Thailand regulations which reduced the quarantine period to 7 days for fully vaccinated tourists starting from October 1st. Agoda confirmed the booking, but now the hotel is refusing to honor it and requesting me to cancel. If I cancel, Agoda's policy states that I may not receive a refund. I'm really frustrated and unable to reach Agoda's customer service to address this issue with the hotel. The response I received from the hotel states that my booking #[redacted]87 cannot be confirmed due to discrepancies in the nights booked compared to the current quarantine regulations. The hotel is waiting for confirmation from the Ministry of Public Health for the revised quarantine duration. Until then, they are only accepting bookings for a 15-night stay. I'm hoping to get some clarification on this situation. Thank you, F.

I made a reservation for a room for two people from September 30th to October 1st at the Acropolis Ami Boutique Hotel in Athens. I paid with PayPal but did not receive a confirmation. Upon my arrival, the receptionist informed me that there was no booking under my name. Checking my PayPal account, I noticed that 59.49€ was held for this reservation. Eventually, we had to check in without a booking, paying the higher rate at the reception with a card. I am concerned about the 59.49€ being deducted from my PayPal account. Can you confirm this won't happen? Unfortunately, I do not have a confirmation number as no email was sent. You might locate my reservation using my email address, [redacted] Looking forward to your response. Kind regards, Peter R.

To Whom It May Concern at Agoda, I am writing to address a booking error that occurred through your app for a reservation at Hotel Orchid Nainital. The booking was mistakenly made for October 1, [redacted], instead of October 2, [redacted]. The booking ID is [redacted]73, and an amount of Rs. [redacted] was deducted from my account. When booking, there was a message stating that no charges would be incurred if canceled before September 30. Regrettably, I did not capture this message as proof due to the error in the booking date. I promptly canceled the reservation, but as of now, I have not received a refund. I am concerned that the entire amount of Rs. [redacted] may have been deducted as a cancellation fee. I kindly request a refund or to have my booking shifted to October 2, [redacted], without any additional charges. If this matter is not resolved promptly, I may have to escalate it to the consumer forum. I appreciate your cooperation in resolving this issue promptly. Sincerely, Amita S.

Hello, I made a reservation at H7 Hotel Hálkova 7 in Nové Město, Prague through my boyfriend's account. Initially, the hotel couldn't find our booking for Anna Jühe and Christoph Brzezinski, so I mistakenly made a new reservation believing the first one hadn't gone through. However, we later discovered that we did have a reservation after all, resulting in two bookings for two rooms at the same time. The hotel informed us that we could cancel one booking, but contacting Agoda to do so has proven difficult as they only offer chat support in German. The reservation we want to keep is under ID [redacted]03 for the dates 1.10-4.10, while we wish to cancel reservation IDs [redacted]03 (1.10) and [redacted]95 (2.10-4.10). How can we confirm the cancellation with Agoda? Thank you, Anna

Booking ID# [redacted]49 Gold Hotel Dubai Dear Sir, I made a booking on Agoda today but mistakenly input the wrong date, booking for tomorrow instead of today. Upon realizing the error, I contacted the hotel, who directed me back to Agoda. After speaking with customer service, I was informed they couldn't assist due to the hotel's policy. My account was already charged for the booking. I am requesting a refund from Agoda as a loyal customer, as this was a genuine date mistake. I have rebooked for today and checked in. Please refund the [redacted] AED as soon as possible. Your prompt attention to this matter is greatly appreciated. Thank you, U. Sattar Dubai, UAE

I am reaching out regarding my booking at Phuket Marriott Resort with booking ID [redacted]55. My reservation was part of the Covid Phuket Sandbox program and due to recent changes by the Thai government, I now only need to stay for 7 nights instead of the original 14. I have already stayed at Dusit Laguna Phuket for the first 7 nights. I spoke with Phuket Marriott Resort, and they agreed to cancel the Prepaid SHA Plus Hotel Confirmation; however, they advised me to cancel the reservation through Agoda. The booking was charged to my Visa credit card on September 12, [redacted]. I kindly request you to cancel the reservation with Marriott promptly and refund the amount charged to my credit card. I regret the necessity of this cancellation, as under normal circumstances, I would have booked with flexible cancellation terms through the Agoda portal. Given the altered government regulations and my Agoda VIP Platinum member status, I trust this refund can be processed smoothly. Thank you for your assistance. Best regards, N.

I made a reservation for a villa through the website, only to find out it is a shared space without the privacy I expected. The description didn't mention this. Since the guests will include a woman and young children, I would like to cancel the reservation and receive a refund, which the owner has agreed to. I also had a booking at Ewan Tower Hotel in Ajman that was canceled due to visa issues. However, Agoda still charged my visa for the villa reservation. It seems there is a problem with Agoda's system. I kindly request the cancellation of reservation No[redacted]77, as the owner has understood my concerns and sent me an email expressing the same.

I experienced an issue with booking an apartment through a webpage. Despite the legit appearance, upon arrival, the property was non-existent. There was no one present, the contact number didn't work, and my attempts to reach the host were futile. I waited outside for over two hours in vain. The money was deducted from my account, and I was unable to secure a refund. Feeling disheartened, I had to return home due to both the failed accommodation and the loss incurred. The location was unfamiliar, resulting in discomfort and unwanted attention. I seek a full refund and the removal of this misleading advertisement. Hoping for a prompt response regarding this matter. Thank you.

Dear Jaspreet Singh Taneja, Greetings from Agoda! We regret to inform you that the Royal Capital in Saint Petersburg, Russia, cannot accommodate your booking ID [redacted]77. Your upcoming travel dates from November 7 to November 22, [redacted], need alternate arrangements. Our team is working diligently to find a suitable solution. Please explore the available options for alternative accommodations: 1) Apartment with dining space for 6 guests 2) Reliable Wi-Fi, fully equipped kitchen, and a king-size bed 3) Proximity to a metro station and accessible heating and windows 4) Complimentary breakfast, spacious area, and nearby affordable dining options Kindly await our proposals for new hotel selections meeting your requirements. We appreciate your patience and cooperation. Best regards, Agoda Team

Dear Customer Service, I am seeking assistance with the cancellation process for my staycation booking at Manila Peninsula. Despite contacting the concierge, they are currently not accepting staycation reservations, a detail not mentioned on Agoda's website or during the booking process. Booking Number: [redacted]08 Room: Deluxe Twin Room Dates: October 11-14 I received an email from Manila Peninsula stating they cannot accommodate leisure stays until October 15 due to the community alert level 4 extension in Metro Manila. They are willing to waive cancellation fees for staycation bookings during this period and offer a full refund for third-party bookings.

Dear Agoda, I recently made a two-day hotel reservation through your website and paid online. However, when my husband tried to check in at the hotel, the manager refused to provide a room, stating that they do not accommodate guests with online payments. They required us to pay at the hotel for a room. If Agoda did not have an agreement with this hotel for online payments, why did you accept the payment? This caused a great deal of embarrassment and inconvenience. We had to book another hotel due to this issue. I request a refund for the hotel booking amount to be credited back to the Original Payment service bank, not to a wallet. This experience has been very disappointing, and I have not received any response despite multiple emails and attempts to contact Agoda's customer service. Booking ID: [redacted]93 Thank you, Anuradha Halale

Subject: Urgent: Issue with Booking #[redacted]43 I urgently need assistance regarding booking #[redacted]43. Upon arrival at the property in Budapest, there was confusion as the accommodation seemed to have been double-booked. The host was unhelpful and unresponsive, leaving me stranded in a foreign city. Agoda needs to remove this listing immediately to prevent others from facing this distressing situation. I kindly request a refund for the booking that was not honored. Thank you.

Hello Agoda, I would like to request a refund for my hotel booking at Oyo [redacted] MyTown New York Hotel from Oct. 9 to Oct. 13, [redacted]. I made the booking late last night only to find out that the hotel does not accept Regular Guests staying for a few days. Their policy states that they only accommodate Returning OFWs, Seafarers, and Health Workers, information that was not disclosed on your website when I made the reservation. I am looking forward to your prompt response. Thank you.

I was surprised to find out my booking was canceled without any notice or action from my side. I believe it might have been due to a temporary hold on my credit/debit card, which prevented the payment from going through. Instead of a sudden cancellation, I would have preferred to be informed about the issue. Unfortunately, this situation resulted in losing the only room available with sufficient beds for my family, and we can no longer stay at the same hotel as our relatives. It's frustrating that such a policy is in place.

Hello, I'm Ju Eun Lee. I made a hotel reservation last night at Delta Hotels by Marriott Burnaby Conference Centre through Agoda for tonight. I selected the pay-at-hotel option but entered my sister's credit card information before receiving the confirmation. Upon arrival, I was surprised to learn that I needed the credit card holder to be present to check in, which Agoda did not specify during booking. I was unable to access the room since my sister couldn't accompany me. The hotel agreed to a full cancellation, pending approval from Agoda. I request a refund for my booking (Booking ID: [redacted]26) as there was no mention of this policy on Agoda's website. I detoured due to this issue and am disappointed with the experience. The hotel indicated that Agoda has their contact details; therefore, I urge Agoda to liaise with them for the cancellation.

I had a reservation at the Red Hotel in Cubao, Quezon City from October 6, [redacted], to October 7, [redacted]. My booking ID is [redacted]24, and the last 4 digits of my MasterCard used for payment are [redacted]. Upon arrival, the hotel manager said our booking was canceled due to Alert Level IV GCQ restrictions. However, my booking was confirmed, and I even sent an email to cancel and request a refund as I was advised by the hotel to do so. I want a full refund as I followed the necessary steps and contacted them promptly regarding the issue.

I made two bookings with Cha Guo Zi. Unfortunately, the first booking was canceled without any explanation. I made a second booking for a deluxe suite priced at $[redacted] confirmed for 10/9. However, upon arrival, the hotel staff claimed the room was $[redacted]. The staff member, Cha Guo Zi, was rude, dismissive, and talked over me when I tried to address the issue. I believe there might be fraudulent practices at this hotel and request Agoda to investigate the matter.

I made a hotel reservation through Agoda, but the confirmation was sent to an old and unused account of mine instead of the current one. I am unable to correct this without providing a confirmation number. The booking is under the name Gary B. staying at Travel Lodge South Promenade, South Shore, Blackpool from 01/11/[redacted] to 04/11/[redacted]. My address is 19 Regent House, The Gore, Basildon, Essex, England, SS14 2FU. Thank you.