Agoda Customer Service Issues

Dear Sir, I am inquiring about the existence of a property I booked. The lack of contact information and incorrect address led to me being unable to check in after making a payment. I require an explanation and a refund for this issue after relying on this platform for so long. Upon arrival, the property did not have my name or ID on their list. Furthermore, the address provided does not match the actual location; the CEO Executive is in Lebuh Nipah 5, Bayan Lepas, while the CEO Suites is in Solok Pekaka 1, Bayan Lepas. I visited both places without success. I attempted to contact Agoda's chat support, but it was unhelpful, as I felt like I was speaking to an automated system instead of a real person. I hope to receive a prompt response regarding this matter. Sincerely, LS Lee [redacted]

Hello, I'm Norlina. I had to make a last-minute booking for a night in Kuala Terengganu on October 22, [redacted], but mistakenly booked at Arena Batik Boutique Hotel in Kuantan. Despite the mix-up, the Agoda customer service representative I spoke with was very helpful. Unfortunately, the Arena Boutique Hotel in Terengganu was fully booked that night due to the emergency situation. After some struggle to find a room in full hotels, the Agoda representative suggested I book another hotel and submit the receipt for Agoda cash towards my next booking. I managed to find alternative accommodation and paid in cash. I would appreciate guidance on how to claim the Agoda cash. I am ready to scan and submit my receipt for the claim. Please advise on any additional information required for the process. Thank you for your assistance. Best regards, Norlina K.

24th October [redacted] Agoda Agency Management Team Subject: Malfunction and Lack of Seriousness It seems that your system is designed to make your customers more horrified and revolted. When I called, a voicemail asked for the reservation name and the 4 digits of my credit card. I complied with this lifeless creature. Finally, after nearly all morning, around 11 am, I finally spoke to a human. After explaining, she promised to immediately send me the direct contact for Agoda Switzerland and the link to securely register my new credit card (for the update). However, I received nothing. By 1 pm, I called again. After several attempts, a strange associate answered. I provided him with the ID [redacted]39 and my email associated with this reservation [redacted] I repeated it clearly twice. He insisted it was incorrect and even accused me of not remembering my email address. Clearly, it was evident that he may have been fed but not educated. And let him know, as a biologist, the knowledge I have retained in my life seemed to overwhelm his simple mind. I even mentioned my second email from my Agoda account [redacted] He kept repeating the same thing: incorrect... I was beside myself. Just to notify a change in my credit card used for the reservation, so the hotel would have the updated information (which is crucial for my booking), one has to spend more than a morning. There was also a lack of seriousness and commercial professionalism. To top it off, he made me doubt my own email addresses. Truly, it is deplorable and even alarming. This is terrible, and I never believed that a reputable agency that respects its customers would tolerate such a serious malfunction. If possible, could you please contact me using the information you have regarding my reservation ID [redacted]39? Either via email or on my mobile number. I appreciate your attention to my concerns. Best regards, SAIDI ID [redacted]39 [redacted] (on the reservation) [redacted] (email on my Agoda account) Mobile: (+41) 76 [redacted] 90 99

Hello, I am following up on my previous message where I inquired about a discrepancy in the billing for my reservation. On my initial confirmation, the charge for Oct. 29-31 (2 nights) was $[redacted].32, but my paid confirmation receipt shows a credit card charge of $[redacted].45. I kindly request clarification on the $25.13 difference and urge you to promptly issue a credit to my card. Additionally, I tried reaching out to customer support using the provided phone number [redacted] but received a message stating the number is not in service. Please rectify this issue for future guests. Thank you for your attention to this matter. Regards, Veronica O.

I booked a stay in Kilkenny in November. I contacted the B&B directly as I didn't receive an email to confirm the booking from them. When I called the B&B directly, they informed me that they were overbooked on the dates and would not be honoring the booking because they are full. I had to cancel the booking with you as there is no room available. I am seeking a refund as when I booked, it was confirmed and available on your site. I am very disappointed as there has been a breakdown in communication. I have tried other places in the area for the same time, but have had no luck. I believe I am entitled to a full refund from your site since you were unable to provide the service I had ordered and requested. This level of service is not satisfactory and I am frustrated with the poor communication.

I booked a stay at the Holiday Inn Express & Suites through AA.com but have faced issues identifying the booking agent. American Airlines mentioned using Booking.com and Rocket Miles for award points, while the hotel claimed Agoda handled the reservation with a locator code 43AG-[redacted]74. Agoda redirected me to Priceline, but they denied involvement along with Booking.com. Despite not receiving an email confirmation, my credit card was charged by RT Holiday Inn DE for $[redacted]. To address this, I have reported the charge as fraudulent to my credit card company. I am seeking to cancel the reservation and obtain a refund for the fully refundable booking. If necessary, reach me on my cell at +[redacted]6.

My booking number is Booking ID # [redacted]97 for check-in on Friday, 08 October [redacted]. When booking online, I specified the need for a room for 2 adults and 2 children aged 3 and 5 years, requesting 2 twin beds. The booking was confirmed with Agoda. Upon arrival, we were given a 1-bedroom apartment with 2 single beds and a trundle bed, which was one bed less than we required. After discussing with the hotel reception, we were informed that having 4 people in a room with a legal occupancy of 3 was not permissible. The hotel staff contacted Agoda, explaining that the 3-year-old was too big for a cot and no cot could be provided due to space constraints. Eventually, the hotel staff provided an extra trundle bed to accommodate us, going above and beyond to make our stay comfortable. Although Agoda has been my go-to booking platform, this experience left me disappointed. I hope that steps can be taken to avoid such incidents in the future to ensure a smoother stay for all guests. I look forward to your response.

Hello, I require guidance regarding an Agoda booking issue I encountered. My booking attempt was unsuccessful, but the bank card details provided for the debit transaction deducted the payment from my account under post debit/float. Unfortunately, I do not possess a booking ID, hindering my ability to contact Agoda customer service, as they require the booking ID for communication. Interestingly, during the booking process, the room remained available. However, after inputting all the bank card details and authorizing the transaction, the room suddenly became unavailable. Subsequently, I received the following message after the deduction: "CIMB BANK: RM [redacted].42 was charged to your Debit Card on 26-10-21 at Agoda Hotel Res. Pls call the no. at the back of your card for any inquiry" I seek assistance in resolving this matter and would greatly appreciate your help. Thank you, HANA

Subject: Urgent Complaint Regarding Hotel Stay at Campanile Oullins Good evening, I am writing to file a complaint regarding my recent reservation through Agoda for a 4-night stay at the Campanile Oullins hotel in Lyon. Upon arriving less than an hour ago, we were completely disappointed. The room we were given is much smaller than what was depicted in the reservation photos, and the cleanliness of the room is subpar; it lacks proper hygiene and cleanliness control. After sitting on the double bed, we started experiencing itching sensations on our bodies, possibly due to bed bugs. We have only been here for less than 30 minutes and are already considering leaving. We are requesting a full refund and compensation for our inconvenience. We will need to find alternative accommodation as soon as possible. Please proceed with the refund promptly so that we can arrange for lodging elsewhere for the remaining days of our stay. Booking Number: [redacted] Thank you for your prompt response. Best regards, Valérie B.

I made a reservation at the ibis Lisboa hotel with Booking ID [redacted]35 on Oct 28 at 7:45 pm Portuguese time. However, when I tried to confirm it, the room was no longer available. Subsequently, I found and booked the Trip Lisboa hotel (Booking ID [redacted]95) that accepts dogs for 2 nights. Shortly after, I received an email from IBIS Lisboa confirming the initial booking that was thought to be unavailable. So now, I unintentionally have two bookings for the same dates in Lisbon. I am requesting to cancel and refund Booking ID [redacted]35 without a 50% penalty since this situation was due to a system error. Kindly review and process this cancellation promptly. Thank you for your assistance. Sincerely, B. Edmunds.

I encountered several issues during my stay at the property: 1. The property was unaware of my booking. 2. Despite booking a pool view room, we were given room [redacted] which had a noisy AC, prompting us to request a room change. 3. After moving to room [redacted], we found the walls worn out, bird droppings in the bathroom, and an actual pigeon inside. Additionally, the room did not have twin bedding as requested during booking. 4. The property lacks in-room WiFi, with only one router at the reception that was not functioning during my stay. Having to go to the ground floor reception to access WiFi from first or second floor rooms was inconvenient and impractical. Overall, the unhygienic conditions at the property caused significant discomfort and inconvenience.

Hello, during our stay at the Dhauladhar View Village Resort near Dharamshala, Himachal Pradesh in India on October 24th and 25th, [redacted], we encountered serious issues. Despite not booking through Agoda, we feel it's important to highlight the problems we faced. The lack of electricity, power backup, Wi-Fi, and overall housekeeping concerns were alarming. The caretaker, Anand, not only failed to address these issues but also responded aggressively with verbal abuse and threats when approached. This conduct placed us in a difficult situation, especially with our two-year-old child. We have taken the necessary step of filing a police complaint and are actively following up on the matter. We urge Agoda to investigate this distressing incident, as the property is listed on your platform. We are also reaching out to other travel websites to prevent others from experiencing such mistreatment. Warm regards, S. A. University of Delhi

Subject: Discrepancy with Endeavour Booking Booking ID: [redacted]35 I am contacting you in regard to my recent stay at the Endeavour. Despite booking through Agoda, I was charged £[redacted] for a three-night stay, while the total on the invoice was £[redacted]. The direct booking cost with the pub would have only been £[redacted]. This £85 difference has left me dissatisfied with the pricing information provided during the booking process. I would appreciate a refund for this overcharge. Furthermore, I suggest clarifying your invoicing procedures to transparently include any additional taxes in the final cost. This lack of clarity led to unexpected charges, which could have influenced my booking decision. Thank you, Patrick T.

Dear host, I have a reservation at the Iron Gate Hotel Prague under the name Stancioiu Sorin Adrian for 2 adults in a Junior Suite room from November 5th to 8th. My booking was made on the AGODA portal with reservation number [redacted]87 or [redacted]. Unfortunately, the credit card linked to the reservation was stolen, and I have since updated my Agoda account with a new valid credit card. I would appreciate assistance in changing the payment method from the old blocked card to the new one on file. Please contact me at +[redacted]2 or via email at [redacted] for any further details. Thank you for your help, and I await your response eagerly. Kind regards.

I made a reservation (Booking No. [redacted]11) at the Scott House Hotel in Rome... Upon arrival, the hotel appeared to be closed for a long time... causing me significant inconvenience and additional unforeseen expenses... Therefore, I urge you to promptly refund the money I paid via bank transfer. I would like to inform you that if I don't hear back from you within 5 days from now, I will take legal action.

I made a reservation at Meadowbrook Hotel around three weeks ago, not expecting luxury, but the experience was terrible. Some friends and I stayed there with our children for an event only to find out that the bistro and bar were closed for renovations. This was not mentioned when we booked through Agoda or directly with the hotel, causing inconvenience. Additionally, I requested a cot when booking, but upon arrival, there was none in the room. After some delay, they found a dusty and dirty cot without bedding, which was unsuitable for my infant daughter, so she had to sleep in our bed. The room itself was in poor condition with mold in the sinks, peeling cornices, outdated furniture, and an uncomfortable bed. A friend in a different room had to clean the air conditioning vent due to dirt blowing out. While I understand you get what you pay for, this level of cleanliness was unacceptable. I hope to receive some form of compensation for what was the worst stay I’ve ever had. My name is Steve, and you can reach me at [redacted].

I used the Agoda app to make a booking and later contacted the hotel to request an extra bed. I was told that my booking was not confirmed and there were no rooms available for my dates, despite having paid in full. Following a call to the call center on September 26, [redacted], I was assured a refund within 15 working days. However, I am yet to receive the refund of [redacted].76 SAR for booking ID [redacted]93.

Hello, I am inquiring about a reservation made yesterday for a small double room from November 19 to November 22 at St. Christopher's Winston Hostel in Amsterdam under the name Bartolini S. My payment of [redacted] euros was approved, but I have not received the booking confirmation at [redacted] I would appreciate it if you could confirm this reservation. If it was not done through Agoda, we might proceed with booking through another platform as there seems to be a successful payment on one end but not on the other. Thank you.

Hello, I recently received your email about canceling my hotel reservation with you. I would appreciate it if you could assist me in verifying my booking for the same date. My husband and I are set to arrive at the hotel by the end of next week. Thank you, Nadia Agoda Dear Nadia Ammari, We regret to inform you that due to an unexpected technical issue, your booking was not successfully confirmed. Rest assured, any charges will be refunded, and any pre-authorization on your card will be voided without any fees. Should we need additional details, we will contact you separately via email. Please be advised that some banks may take up to 30 days or until the next billing cycle to release any held funds on your card. We apologize for any inconvenience caused by this unusual error and hope to assist you with your future travels at the best possible rates. Sincerely,

I made a rushed hotel reservation on 31/10/[redacted] without checking the check-in dates properly. After realizing my mistake, I cancelled it. The property confirmed they would issue a refund, but it must be processed through Agoda. Unfortunately, I have been struggling to reach Agoda for assistance. The help center is not displaying my booking ID to proceed with the refund process, which is specifically done through the help center.