Agoda Customer Service Issues

I am extremely disappointed with the poor customer service I received. On 10/22/[redacted], my card was charged $[redacted].16 for a room booking through Agoda at IBIS Hotel in Dubai. However, I never received a confirmation from Agoda. When I contacted the hotel, there was no record of my booking. Please address this issue promptly and refund the charged amount. Regards, A. Siddiki +[redacted]10 [redacted]

I made a reservation for a 7-night stay at Sandy Bottoms Guesthouse in Manly, Australia, but canceled within 24 hours due to unforeseen circumstances. The booking is for Dec 30th, which is still 8 weeks away. I believe I should receive a full refund of $[redacted]. Despite my attempts to contact them through various means, such as email, phone, text, and social media, I have not received any response from the hotel. Can you kindly intervene and request a refund on my behalf? My Booking ID is [redacted]34.

Dear Wyndham, Today, I attempted to book a room at your New Orleans hotel via Agoda, a platform I frequently use without issues. Despite encountering problems with my initial reservation, I made a second booking shortly after. The Agoda site indicated "Free Cancellation" for the Wyndham Hotel, as shown in the attached screenshots. After receiving confirmations for the same dates (December 1 through December 6) with different amounts charged (80351ED419845 and 80351ED419846), I discovered that the reservations were labeled as nonrefundable on Agoda's website. Despite contacting Agoda and not finding a resolution, my wife had already booked elsewhere; therefore, I aimed to cancel the reservations. I am preparing to dispute the charges with my bank. Any assistance on your end would be greatly appreciated. Thank you, Gary C.

To whom it may concern, I am seeking to extend the expiration date of my Agoda dollar balance of USD13.95 to align it with my remaining Agoda dollars, which are set to expire in March next year. Unfortunately, I was informed by customer service that the Marketing Department is unable to accommodate this request. I am disappointed as the USD13.95 was given to me as a gesture of goodwill due to the V-village hotel issue facilitated by the government. As a result, I promptly made a reservation at Hotel Michael Resort World to avoid further disappointment. I would have used the USD13.95 for my upcoming booking if I had known that Agoda was honoring me out of goodwill. While I understand and respect the policies in place, I hope that Agoda's marketing team can be flexible at times to ensure that loyal customers like me continue to patronize the service. I appreciate the efforts of your customer service officer, Sandra, who went above and beyond to liaise with the marketing department and relay their sincere apologies on behalf of Agoda. Take care, everyone. Yours sincerely, Tan Chai Kiat (Edmund)

Hello, I am Ms. IBANEZ Tiffany. I made a reservation on your website for accommodation booking number [redacted]23. I had to cancel my stay due to a major event. My partner was hospitalized on 09/11/[redacted] for an unknown period. He is scheduled for a very important surgical operation on that day. Can you offer any commercial consideration for my reservation? I paid €[redacted].02 for my non-refundable booking. However, I can provide all the necessary documents to prove my partner's hospitalization and operation. Thank you in advance for considering my request and hoping for your understanding. Looking forward to your response, Best regards, IBANEZ Tiffany

Hi. I believe it would greatly enhance user experience if we could have the option to add a "Keep In View" (KIV) feature in the Booking section of My Account. This way, we could save a list of other Hotels for future reference before browsing the current listings. Having this feature would save time by allowing us to easily access and reconsider previous hotel choices. Additionally, I would like to address the issue regarding the CashRewards with short expiry dates. In comparison, Expedia offers rewards with no expiry date, which is very convenient. I sincerely hope that Agoda takes into consideration feedback from loyal members like myself. Thank you for your attention to these matters. Regards, Jamaludin M.

Hello, I am experiencing an issue with the payment for the Alternative Quarantine Hotel. When I made the booking through Agoda for myself, my wife, and our 3-year-old child, I received confirmation indicating a reservation for 2 adults and 1 child, with no mention of additional charges. However, the hotel contacted me to say that my reservation was only for 2 adults, with an extra charge of THB 18,[redacted] for the child. I am unsure if this discrepancy is due to an error in the Agoda system or if the hotel is attempting to charge me more. I am seeking clarification on whether I need to pay the additional amount for my child or if my booking is valid as it is. My Booking ID is [redacted]79. Thank you, Yan

Dear Sir, I tried booking a room at Clarion Hotel President in Chennai, India, for 4 persons from 18th Nov to 21st Nov [redacted] on Agoda on 11th Nov at 9 pm IST. Although the payment was deducted, the site showed connectivity issues, and the booking doesn't appear in 'My Bookings.' The amount deducted was INR [redacted].20 from my CITI bank card. I've sent the complaint and payment receipt to [redacted] on 11th Nov 11.39 pm. Unfortunately, I can't attach the receipt here. Urgently need your assistance to secure the bookings. Regards, Shishir

AGODA Booking ID [redacted]55 with Hotel Confirmation No. [redacted] We were warmly greeted by Hotel GLOW Sukumvit 5, which was pleasant. Despite sending three emails with the required documents, including a copy of our passports and flight details, they have not responded. We are concerned about what to do upon arrival in Bangkok with Qatar Airways 96 from Zürich/ QR [redacted] from Doha arriving at BKK at 12:40. Will the hotel arrange a pick-up for us? What are the next steps for the PCR test? It is frustrating that the hotel has not answered our questions, and we struggle to communicate effectively in English. If anyone can assist us, we would greatly appreciate it. Thank you, Gisela and Bruno Retzer

Hello, My name is Simran Mehta. I made a reservation through Agoda for Hotel Salt in Mahipalpur. My booking ID is [redacted]69. When I arrived at the hotel around 8:00 or 8:30, I was informed that the rooms were being cleaned and I would need to wait for an hour. I insisted on checking in immediately as we had plans and would return by 11:30-12:00. I had booked 2 rooms and requested that they not assign them to anyone else. The staff agreed and checked their system to confirm our reservation. Upon our return at 12:30 am, they claimed the rooms were full and refused to accommodate us, citing our late arrival. I am dissatisfied with the service provided by Agoda and demand appropriate action against such behavior where our booked rooms were given away to others despite our prior arrangements.

I made a hotel reservation, but due to flight issues, I had to inform the hotel I would be arriving a day later. Despite leaving a message with Agoda's "contact the property" feature and trying to call unsuccessfully, they claim they didn't receive the message. I received a call from the hotel canceling my entire booking. I offered to pay for the missed night and keep the reservation, but the hotel insisted it was canceled and told me to reach out to Agoda.

I made a reservation through Agoda for a room that was supposed to have a private bathroom or a shared one with another double room, based on the information I saw on Booking.com, which was not specified on Agoda's website. The room was not as described, with dirty shared toilets that were used by the entire house and dormitories, located by the main entrance making it easily accessible to everyone. The bathroom was extremely dirty and smelly, the shower was clogged, there was only warm water available, and the sink had no water at all. Additionally, the breakfast provided was of very poor quality and seemed like the cheapest option available, merely left on a side of the kitchen. I usually don't complain about accommodations, but this situation was unacceptable considering the 36 euro price paid for the room. Although I don't plan to request a full refund as we stayed overnight, I believe a partial refund of at least half the booking cost is warranted. Thank you in advance. - Lorenzo.

Estimados, Espero que estén bien. Quiero mencionar que realicé una reserva con mi nombre, Roberta Moraes (ID: [redacted]51), a través de la página de AGODA ayer. Al recibir la confirmación, me llevé una sorpresa desagradable al notar que el valor de la reserva era mucho mayor al que apareció en la página al momento de realizarla. Originalmente, el total mostrado en la página de Agoda era de $[redacted],99 para las dos noches, lo cual pueden verificar en las capturas de pantalla que les envié por correo. Sin embargo, al confirmar la reserva, el monto final fue de $[redacted],20. No estoy segura de cómo proceder dado que el valor final fue distinto al inicial y además, la reserva es no reembolsable, por lo que no encuentro la opción de cancelar. Quisiera saber qué opciones tienen para ofrecerme, ya que no puedo asumir ese costo tan elevado, casi el doble de lo que se mostraba en la página inicialmente. Adjunto los precios reales que figuran en la página de AGODA. Estoy bastante angustiada y requiero de una pronta respuesta. Quedo a la espera de su pronta respuesta. Saludos cordiales.

I made a booking at Salil Hotel Sukhumit, Bangkok (booking #[redacted]30) for a Test and Go stay through Agoda. However, I was informed that the booking did not include the Test and Go package and would require an additional 3,[redacted] Baht charge for the services. After multiple emails and a phone call to the hotel where I was promised a payment link that I never received, I am feeling frustrated. I need a prepaid receipt for my COE application at the Thai Embassy due to Covid travel restrictions. Agoda does not provide an email contact for such issues, making it challenging to resolve this. The confusion around the Test and Go package pricing at Salil Hotel is also concerning. I am unsure whether to cancel the reservation or continue waiting. Any assistance would be appreciated.

I had a booking at the Eurostar Hotel in New York City on Friday, November 12th, which became a disaster when our room flooded with water from the kitchen sink without us even using it. After a room change which was a downgrade, the AC also didn't work. The hotel manager apologized and promised compensation for the terrible experience. To get the refund, I reached out to Agoda customer service, but the process was frustrating. The agent, Judith, kept putting me on hold to speak with the hotel even though I was already there. Despite promises, I never heard back from Agoda about the refund. When trying to contact them again, the automated system said my booking was closed and disconnected me. I am now at a loss on how to proceed and just want the refund that was assured to me.

Hello, I hope you're well. I wanted to share my experience with a recent booking I made through AGODA. My reservation number is [redacted]27, made for a stay from December 2nd to 9th at the VISA HOTEL in Hua Hin. Upon booking, the hotel was advertised as SHA+ accredited, as confirmed by AGODA's receipt. However, upon contacting the hotel, they indicated that they are not SHA+ accredited. After canceling my reservation through AGODA, I was informed that I would not receive a refund. Given the circumstances, I now need to find an alternative SHA+ accredited hotel for the same dates in Hua Hin. I appreciate your understanding and assistance in this matter. Best regards, Tony

Yesterday, I made a reservation (Booking No. [redacted]59) with you for Hotel Oroel in Jaca. When I viewed your website offer, it stated breakfast, as you can see in the screenshot I attached. After paying for the reservation and receiving the confirmation, I noticed that there is no mention of breakfast. I called Agoda, and they informed me that breakfast is not included, citing it as a misunderstanding on my part. I believe your advertising is misleading. The screen clearly shows it includes breakfast. If it's not included, please do not advertise it as such. Please, rectify my reservation and include breakfast, as initially advertised by you. Otherwise, I will file a complaint with the General Directorate of Consumer Affairs for misleading advertising. Thank you. M. N. M.

Hello, I am Shenika Fahie. I made a reservation for a 4-night stay (October 8th-12th, [redacted]) at Bwalk Resort Rentals in Fort Lauderdale, FL through Agoda (Booking ID [redacted]02, Reference ID [redacted]). Upon arrival, I was informed that there was no reservation under my name, even though I had a confirmation email and my card was charged $[redacted].82 on September 7, [redacted]. After contacting Agoda, I was relocated to Hotolos Hollywood, which did not meet my expectations. I decided to cancel both bookings as advised by Agoda, with promises of refunds of $[redacted] for Bwalk and $[redacted] for Hotolos. However, it has been over a month, and I am yet to receive the refunds. Despite my attempts to contact Agoda, I have been unable to reach them. I am looking for a swift resolution to this matter as I have been waiting patiently. Thank you.

I urgently need help. Yesterday, I had a booking issue due to a hotel policy against accepting guests with a Nowra address. I had paid in full and was left with no place to stay. Struggling with domestic violence and severe PTSD, I was left homeless, feeling humiliated and desperate for a safe place to sleep. Despite being polite, the hotel couldn’t assist further. I’m in urgent need of a refund or credit for another stay. I feel embarrassed and powerless and just want a solution to have a roof over my head. I'm not angry, just anxious and exhausted. How soon can this be resolved? Thank you, STACEY.

I am in need of assistance. I have been struggling to locate a phone number due to an urgent issue with a booking I made. Upon arriving at the hotel, I discovered they have a policy of not offering rooms to individuals with a Nowra address. The room was meant to be a safe haven for me to escape domestic violence, for which I had used up all my resources. This led me to spend the night outdoors in a park, feeling scared and vulnerable. Despite attempting to contact customer service through the chat feature, my phone had died, leaving me in a difficult situation. I am seeking a refund or credit for the booking so I can have a place to stay tonight. Despite understanding the hotel's policy, I became overwhelmed with emotions due to my anxiety and past trauma. I felt dejected when the receptionist declined any further assistance and asked me to leave. I am new in town and had no one to turn to for help. I had hoped for an exception to be made given my circumstances. I am not looking to cause trouble, but I am simply in need of a safe space. It would be greatly appreciated if a refund or credit could be processed promptly as tonight I just need some peace of mind. Thank you for understanding.