Agoda Customer Service Issues

I am dissatisfied with the state of the hotel rooms in Cameron Highlands. The rooms are narrow with shared toilets that lack privacy. The broken toilet door allowed for visibility inside, which was unacceptable. After my complaint at the counter, they promised to fix it that day and offered another room. Without my complaint, the hotel might not have addressed the issue for my family. While the new room was satisfactory, the surrounding area was dirty and dusty. On my last day, I found the toilet had been used by someone else, which was unsettling. The unsanitary conditions, including cigarette smoke and litter, resulted in a strong odor. Due to this, I decided to leave early without a shower. My stay at Hotel [redacted] in Brinchang disappointed both my family and me.

Regarding booking #[redacted]61 for the STYLISH LOFT in CEBU CITY on December 21, [redacted], upon arrival, we discovered that there was no assistance available. The building management explained that due to the closure caused by typhoon Odette, they were unable to accommodate guests with no electricity or water. Unfortunately, the owner did not communicate this situation to us, despite our attempts to reach out via the provided contact details from Agoda. The owner was absent on December 23 and we were unable to use the unit; therefore, we are requesting a refund.

I made a reservation for Guest House OYO [redacted] through Agoda at GD-[redacted] Sector 3 Salt Lake. The booking ID is [redacted]45 for a stay from December 23 (check-in) to December 25 (check-out). Upon arrival, we were denied access to the room, as we were informed that the guest house is currently not operational. Disappointed by the situation and the appearance of the location, we had to leave. This was an upsetting experience, especially since I have booked numerous hotels through Agoda in the past without such incidents. I kindly request a prompt refund to be processed using the same payment method.

Hello, I am encountering an issue with the booking I made for my son, Paul Echelmeyer, at the Adden Palace Hotel in Mwanza, Tanzania under Buchungs-ID: [redacted]99. Although booking and payment have been confirmed, the hotel claims they have not received any payment from Agoda as paying online is not their usual procedure. Could you kindly refund the [redacted].70 euros for this reservation? Thank you. Best regards, W. Echelmeyer

I made a reservation at AAA Hotel and Restaurant in Suji, Kasauli for December 25, [redacted], with booking ID [redacted]97. However, upon arrival, no room was reserved under my name. This was incredibly embarrassing for my family, and the staff refused to provide us with a room. We were shocked by this situation, as the contact numbers provided were all unresponsive. The entire experience was distressing for us. I urge you to reimburse me for the cost of the reservation, as well as the time and privacy that were compromised during this incident. Thank you. - Pawan K. Contact: [redacted] Email: [redacted]

As a local resident, I was denied a stay at the hotel citing a policy against locals. Consequently, my reservation was canceled, and I'm currently seeking a refund. The hotel directed me to contact the third-party platform through which I made the booking. My reservation number is [redacted]62, and I am Sheena Worley. You can reach me via email at [redacted] or at [redacted]. kindly assist me in getting a refund for my unused reservation at Microtel Inn and Suites of Statesville. Thank you, Sheena Worley.

Hello, I am writing to inquire about two bookings at the Hipotel Paris Gambetta. I cancelled reservation number: [redacted]71 from January 3, [redacted], to January 8, [redacted], as I wanted to extend my stay at the same hotel. Therefore, I made the following reservation number: [redacted]51 from January 3, [redacted], to January 10, [redacted], still at the same hotel. In your email regarding the cancellation, you mentioned that the refund is subject to the hotel's cancellation policy. I spoke with the hotel owner over the phone, and they assured me that I would be refunded since I cancelled the other reservation to extend my stay at the same hotel. I am reaching out to inquire whether the refund for the cancelled reservation will come from you or from the hotel owner. Thank you, and I look forward to your response. Best regards, Ms. OD

I encountered an issue with my booking in Bangkok under ID number [redacted]03. I had to cancel the reservation as I couldn't apply for the Thai pass before the deadline of December 21. Due to the new restrictions, I am unable to enter Thailand, which is beyond my control. I believe I should receive a refund as most of the expenses were for a PCR test and transfer services. I've attempted to reach out to the hotel multiple times, but unfortunately, I haven't been able to get through as the line is always busy. I'm unsure how to go about resolving this matter.

Good afternoon, my concern is that when I booked on the Agoda website, the description mentioned that parking was available on site. However, a few minutes after making the reservation, I received a message stating that there was no parking and that there was a paid parking option off-site, which was not specified on the page. When I called the hotel, they confirmed this, but I am not satisfied with the situation as I booked at this location because parking was offered. My reservation ID is [redacted] under the name of Sandra K. P. Martinez. I look forward to hearing from you.

Good afternoon, I kindly request to reschedule my reservation at Hotel Grand Márquez in San Juan de los Lagos from December 28th, reservation ID: [redacted]30, to January 4th, [redacted]. My son, who was supposed to take me, has come down with the flu, and I do not want to risk exposure to illness. I hope my request is accommodated. Thank you in advance, T Sincerely, María del Refugio Piña Pérez

I had a flight scheduled to depart from Vancouver at 10:30 pm on December 26 and land in Sydney on December 28. I booked a hotel for my isolation period from December 28 to December 30 until my COVID test came back negative. Unfortunately, I tested positive for COVID before my flight and was unable to board. Due to this unforeseen circumstance, I will not be able to make use of my reservation. I would like to inquire about the possibility of receiving a refund or rescheduling my booking for 7 days later when I can arrive. Thank you, Maya.

My ID is [redacted]74. My name is Johanna Roig. The reason for my message is that Spirit Airlines in Puerto Rico canceled flight [redacted], which is beyond my control. Therefore, I am requesting a refund of $[redacted]. I received this notification today, December 27th, at 7:22 PM, and since then, I have been trying to get in touch with you without any success. I have evidence of the cancellation sent by Spirit Airlines. Email: [redacted]

I have a reservation at Mika Guest House from 25 to 28 Dec [redacted] booked by Adra M. I paid RM [redacted].32 via online transfer. On the check-in day, I tried to contact the host but received no response and my call was rejected. The host seems to be a scammer. I am requesting a refund and urge to blacklist the host to prevent further scams. My ID number is [redacted]29.

Booking Number [redacted]29 (TheRed) was confirmed, but upon arrival at the hotel, it was closed due to a lack of electricity, causing significant disappointment. Without any prior notice, a new booking had to be arranged. Fortunately, alternate accommodation was found. Name: SHAMSUL BHARIN HASSAN Email: [redacted] Phone: +6[redacted] Kindly process a refund and consider blacklisting the property for the lack of communication. A courtesy call to inform about such issues would have been appreciated.

Dear Agoda team, I recently arrived at Koh Tao Tropicana and wanted to share my disappointment with my stay. The bungalow I booked was supposed to have a garden view, but it turned out to be located next to a noisy road. The blankets and towels in the room were stained and not clean. The bathroom was dirty, with dust on the towel rack and no hangers available. The bathroom tap was broken, making it difficult to use without splashing water everywhere. This experience was far from what I expected, and I would like a refund for the four nights I have paid for. I plan to move to Dearly Hostel and would like to book through your website. I have already emailed the customer service team with photos for reference. I hope to hear back from you soon. Thank you, Masha

Hello team, I made a reservation at Pullman Downtown Dubai from December 28th to January 2nd with Booking ID [redacted]95. I reached out to the hotel and was given a link to pay for the room nights and full board at the total of 12,[redacted].34 AED (inclusive of taxes and breakfast). Due to the recent suspension of Emirates flights for 48 hours because of the corona outbreak, we had to reschedule our stay from the 30th to the 2nd. We are currently waiting to hear from Emirates about possibly renewing flights this Wednesday to enable us to go on our holiday to Dubai. However, the hotel has informed us that if the airline changes the dates, our payment might not be refundable for the original dates. I am seeking clarification on Agoda's policy as the booking was made through your platform. Please be advised that the payment has already been processed. Thank you for your assistance during these difficult times. Best regards, Devi D. CC: Edward B.

Hello, I wanted to share that I have booking ID [redacted]69 with Agoda. The reservation I made included breakfast, but the hotel is now mentioning that it is not part of the deal and would like to charge me SR 75 per day. This was not what I signed up for! Could you kindly intervene with the hotel to correct this error? The additional cost is significant for me and does not fit my budget. If this cannot be resolved, I may need to cancel the remaining days and request a refund from the hotel. I settled the payment at the hotel, and there seems to be an extra insurance charge. It defeats the purpose of selecting the package if unexpected fees keep arising. The hotel staff mentioned this is an Agoda advertisement matter, not their responsibility. Regards, Room [redacted]

I made an online booking for Bright Star Resort in Diani, Kenya. Upon arrival, I discovered the hotel was fully booked and I was taken to another hotel that did not meet my expectations. I requested a refund, but was informed that they couldn't process it without management authorization, as it was a Sunday on the 26th. I have been trying to obtain my refund since then, but have not been successful. I have not used their services and would like a refund and the booking cancelled, as overselling rooms is not my responsibility.

I am currently at the Sonesta in Hilton Head, and I must express my disappointment with the inaccurate information provided by your company about the hotel amenities. There is no indoor pool, daily room cleaning is not being offered, and one of the restaurants is closed. While I acknowledge the impact of Covid-19 on operations, the statement of "Daily disinfection in all rooms" was a significant factor in choosing this hotel for my family's safety, which has been compromised. I feel let down by this misrepresentation and would appreciate clarification on how this issue will be resolved.

I made a reservation for a room at Radisson Hotel Denver through Agoda. I arrived at the hotel before 2 p.m. and had to wait for an hour and a half to check in. At 2 p.m., I went to the reception desk where I was informed that I needed to make a $50 refundable transaction before receiving the key card for my booked room. Unfortunately, I did not have enough credit to cover that amount, so the receptionist had to cancel my reservation. This additional fee was not specified in the confirmation email I received. I was disappointed with how the situation was handled and would like a refund for the unused hotel room. Thank you.