Agoda Customer Service Issues

Upon our arrival, we found the main entrance locked, and the building appeared rundown and musty. Security directed us to a back entrance, resembling a low-quality residence, with dim lighting and an elderly un-uniformed security guard. The whole setup felt questionable. Locating the reception on the 4th floor, we encountered a poorly spoken receptionist who disclosed the hotel's rating as 3 stars, contrary to the advertised 4-star status. Frankly, the place did not even deserve a single star. Upon calling at 11.15am from KIA, we were informed our room was not prepared. Upon arrival at 12.30pm, finding the room still occupied, we opted to cancel the booking due to the unsettling conditions. We insist on not being charged as the hotel did not meet our expectations. We were deeply disappointed with this subpar establishment that lacked even basic standards. (back entrance resembling a hangout, musty odor, and unpleasant ambiance). Staying there was out of the question.

Hello, I made a booking for three nights at the Platinum First Hotel on April 30. I then noticed an offer for six nights and selected it assuming no charges would occur until my arrival, as indicated on your website. However, I was surprised to see the full amount withdrawn from my account immediately, a first for me as a frequent traveler who typically books in advance. Upon canceling, I discovered a deduction of [redacted] Riyal from my refund, another unexpected turn. Attempts to contact your customer service proved futile with no response, followed by limited hours of operation till 4pm. The hotel couldn't assist in changing the booking dates, directing me back to you for support, which was unavailable through chat. After much back and forth, I managed to secure a room at Julnar Hotel nearby, owned by the same company, for three nights. I hope for a full refund promptly without any deductions, reflecting the complications faced. A swift resolution and a call from your end would be greatly appreciated. Thank you for your anticipated assistance. Dr. Naseem

Dear Agoda team, I am writing to kindly request a refund for my booking due to an unexpected emergency. Unfortunately, I missed my flight today and had to spend an additional night at an airport in India. The Riverfront hotel staff was understanding and offered a partial refund for my reservation (hotel room + PCR test [redacted].29 AED), as per the email below. Since the booking was done through Agoda, I was advised to contact you to help facilitate this partial refund. I hope you can assist with this matter. Please let me know the process involved and if there is any additional information required from my side. I appreciate your prompt attention to this request. Thank you, Greta Forwarded message: From: Suchaporn <[redacted]> Date: [redacted]-04-29, 11:06 Subject: RE: Test and Go Package Agoda Booking ID [redacted]45 To: Greta Bagarauskyte <[redacted]> Cc: sales <[redacted]> Dear Ms. Greta, Thank you for your email. We regret the situation with the limousine service charge as they have strict cancellation policies. Regarding the RT-PCR test and room, we can either keep it as credit or provide a partial refund. Since you paid through Agoda, please reach out to them for guidance on processing the refund. We hope this helps and wish you a pleasant trip to Thailand. Best regards, Suchaporn Ketvoravit General Manager Riverfront Bangkok Tel: [redacted] Fax: [redacted]

I recently stayed at AHA Hotel in Saigon and I was extremely dissatisfied with my experience. The hotel had just reopened after the Covid-19 lockdown and it was very unclean. 1. Despite booking a room with breakfast included, I was unable to enjoy it due to Covid-19 restrictions. I had to spend an additional 40,00 Euros daily at a different restaurant for breakfast. 2. The Internet at the hotel was not secure, so I had to go to another nearby hotel which cost me 15,00 Euros. 3. Throughout my stay, my room was never cleaned, and there was no drinking water provided. 4. There was no airport shuttle service, and the receptionist did not speak English which made communication difficult. 5. I even spotted a family of rats in the hotel restaurant, and I have a photo as proof.

I recently booked a room at the Mercure Westbahnhof Vienna hotel on Agoda using PayPal. The reservation is from May 13th to May 18th, [redacted]. I have the payment confirmation from PayPal, but when I check my Agoda account online, I don't see the reservation listed, and I haven't received a reservation number via email. My Agoda email is [redacted], and I made the reservation today, May 9th, [redacted].

Hello, I am seeking assistance regarding a ticket I purchased on the 4th of May [redacted] through Agoda. I have the booking ID ([redacted]36, [redacted]40) but unfortunately, I accidentally deleted the email containing the booking information. Despite not finding it in my email trash folder, could you kindly provide me with the flight details for my AirAsia roundtrip journey scheduled from June 11-14? I am particularly interested in knowing the departure and arrival times. Your help in this matter would be greatly appreciated. Best regards, Jeniffer Joy T. Tanedo

I arrived at the Regent Hotel in Keningau, Sabah only to be told upon arrival that my booking had been canceled due to full occupancy. I was left with no alternative but to seek accommodation elsewhere. The receptionist mentioned that no charges were levied as my reservation was not recorded in their system. Recently, I received an email from Agoda requesting payment for the booking. This situation seems unjust, and I am adamant about receiving a refund of my money.

Hello, I would like to inquire about the recent charge made to my account by the hotel. The booking description clearly stated pay later and free cancellation until 10/15/22. As I am still finalizing my trip plans and uncertain about the itinerary, I am finding it inconvenient that the hotel was charged to my account already. It makes planning difficult when the reservation payment is deducted immediately. I am hopeful for a positive response that the funds will be refunded promptly so I can proceed with booking my trip accordingly. Booking Number: [redacted]79 Best regards, Frank Warnecke

Good evening.. I am Norul Eliana Bt Ismail. I made a hotel booking at D'nice Penang on 4/14/[redacted]. Booking ID [redacted]21. I intended to check in on 5/1/[redacted]. I arrived at tthe hotel around 11 PM as I was returning with my family on a bus that got stuck in traffic on the eve of the festival. Upon reaching the hotel, they asked me to make a new payment at 8 PM, claiming I had cancelled. However, I did not cancel my booking. I had already returned with my young children. The hotel insisted I make a new payment for check-in. Considering I made the booking with payment on 4/14/[redacted].. Now, I would like to know when I can get a refund for my money. Please address this matter promptly and refund my money as soon as possible.. Thank you.

I made a reservation for a room in Thailand on Saturday, May 7th, [redacted]. Unfortunately, after realizing it was unsuitable, I canceled the booking on Sunday, May 8th, [redacted], only to find out it is non-refundable. Despite canceling within a 12-hour window, the charge was not refunded to my credit card. I have three weeks of Agoda reservations for the same trip and am seeking a refund. As a consumer in Ontario, I believe I am protected under the Consumer Protection Act (CPA), which includes buyer's remorse laws to assist in such situations. The basic rules of buyer's remorse typically involve a set timeframe, often around 30 days, for reassessing purchases. I am looking to have my money returned for Booking # [redacted]82 at Sand Sea Resort.

I made a booking on Agoda on 5/11 around midnight for 5/11-5/12. Due to the late booking, it only showed 5/12 as the check-in date and 5/13 as the check-out date. I had to cancel, and after contacting Agoda, they managed to cancel it. They mentioned the refund might take around 30 days. However, when I checked my prepaid Vanilla gift card transactions, I noticed they charged my card twice for $89.12 instead of processing the refund. There is no pending refund, just two transactions a few hours apart for $89.12 each. I believe it was an error, and it's really inconvenient to have to wait a month for both refunds now. The card used ends in [redacted], and the name is Michelle A. I kindly request for the refunds to show as pending as soon as possible. Thank you.

Hello, I have not received any updates from your end. Here is the email you sent me a month ago. Could you please keep me informed about the next steps? Elena Pecheva The recent reservation you tried to make was not completed. Therefore, you have not received a booking confirmation. No reservation has been made, and we apologize for any inconvenience this may have caused. All charges will be refunded, and any amount held on your card will be canceled without any fees. If we need more information, we will contact you in a separate email. Please note that some banks may take up to 30 days, or until the next billing cycle, to release any amount held on your card. We apologize for any inconvenience caused by this very unusual error. Agoda Customer Service is available 24/7. Please feel free to contact us if you have any further questions. Thank you for choosing Agoda Sincerely, Agoda Customer Satisfaction Team

I contacted AGODA by phone regarding the unpleasant room at the Red Roof Inn in Florence, SC. I asked for a different hotel for last night but did not receive assistance. Unfortunately, my husband and I had to sleep in our car last night and face the same situation tonight in Myrtle Beach due to a cancelled job. Despite emailing them, I have only received automated responses. I am very upset and will resort to sharing my experience on social media if this matter is not resolved promptly. Subject: RELOCATE/BOOKING ID-[redacted]14 I used my husband's email to forward this message. My stay at your hotel was extremely unpleasant due to a flickering light causing headaches and dizziness, preventing me from enjoying dinner and leading to illness. This experience was disconcerting and uncomfortable. As frequent travelers who own a business, I am considering sharing my negative experience on multiple platforms unless adequately compensated for our distress. I request a complimentary stay for two nights in a different hotel in Myrtle Beach, starting tonight. I expect a swift resolution and appreciate your prompt attention to this matter. Thank you.

Dear Sir/Madam, I am Tarun Maity. I had booked a room at the "Hotel Kailash Guest House" in Katra, J&K, India, for the period from 27.04.22 to 29.04.22 on 08.03.22 through your website. The total booking amount for the trip was Rs.[redacted].98 with no cancellation fees. Unfortunately, due to unforeseen circumstances, I was unable to go on the trip or cancel the booking. An amount of Rs.[redacted].98 was debited from my account on 25/04/22 and later credited back on 28/04/22. I was appreciative of your honesty in returning the amount since my trip did not happen. To my surprise, on 30/04/22, the same amount was debited again from my account. I kindly request a refund of the amount as I did not stay at the hotel at all due to my situation. Thank you.

I made a flight reservation last night, but the email I received said, unfortunately, the reservation you recently made was not completed; therefore, you won't receive a booking confirmation. No reservation was processed, and we apologize for any inconvenience. Any charges will be refunded, and any pre-authorizations on your card will be canceled without charge. If we need more information, we will contact you via a different email. Please note that some banks may take up to 30 days, or until the next billing cycle, to release the hold on your card. My question here is whether my payment on the card has been successfully transferred, as I haven't received a booking confirmation, and how can I get a refund if my payment has been successfully processed.

Dear Agoda team, I am writing to request a refund for the funds debited from my bank account for booking ID [redacted]79 under the name OMAR BARRY. I booked 3 rooms at Prinias in Kisumu, Kenya from May 15-21, [redacted] through your platform and received confirmation, but upon arrival on May 15, [redacted], the hotel informed us they were not affiliated with Agoda and were fully booked. This experience was disappointing, especially as we were a group of 6 travelers including myself and my boss from Abidjan-Côte d’Ivoire. We had to find an alternative hotel on short notice, disrupting our trip. I am requesting a full refund of USD 1,[redacted].54 for the inconvenience caused. I have attached relevant documents for your review to facilitate the refund process promptly.

Hello, I encountered an issue with my booking through Agoda after being redirected from Trivago. The accommodation I booked, Busan Gwangalli Vienna, was labeled as a hotel on the Agoda website, but upon closer inspection, it turned out to be a motel. Regrettably, this booking is non-refundable, and unfortunately, I am unable to reach out to the motel for clarification as they do not provide contact information, and Agoda's help center has not been able to assist me either. Furthermore, the 8.3/10 rating displayed on Agoda was sourced from other websites, not Agoda customers directly. This situation has left me feeling dissatisfied with the booking process as a motel does not meet my accommodation preferences for this trip due to specific reasons. I kindly request a full refund for my booking and suggest that Agoda clearly indicate when a property is a motel rather than a hotel to avoid such situations in the future. Thank you.

Dear Sirs, I would like to bring to your attention my recent booking at the Sheraton Grand Warsaw with reference number [redacted]65 made on 21 May [redacted]. Unfortunately, upon my arrival, I was disappointed to find that the hotel does not meet the standards I expected. The rooms are outdated, furniture is worn, and the bathroom is in poor condition. The quality of this hotel does not align with a 5-star rating as advertised. I am not satisfied with my current accommodation and would like either a refund or to be moved to the more modern and clean Marriott in the center of Warsaw. I trust that you will address this matter promptly and make the necessary arrangements. I booked through Agoda with the expectation of a high-quality stay and hope that you will honor my request for a more suitable and upscale accommodation. Thank you for your attention to this matter. Sincerely, L.

Booking ID: [redacted]27, Booking Reference No: [redacted] Dear Sir or Madam, Unfortunately, I had purchased two nights at 'The Base central Pattaya by WCC' in Pattaya through your website (Booking ID: [redacted]27). Upon my arrival at the entrance of 'The Base central Pattaya by WCC' at around 10:00 a.m. on May 25, [redacted], I was questioned by security personnel about the room I had booked. I provided them with the Agoda confirmation, and they asked me to call the accommodation's contact number. However, I had just arrived from Bangkok and did not have a Thai phone number yet, making it impossible for me to make the call. The security staff contacted the number using 'Line', and a representative of the landlord requested me to make the payment first. Since I did not have a Thai SIM card to transfer the money, I offered to pay in cash or through the accommodation's WiFi. These phone calls took a long time and the issue was raised repeatedly. After more than an hour and a half standing with the security guards in the intense heat without the option to sit down and feeling thirsty, around 11:40 a.m., I was suddenly asked to enter 'The Base' to meet the apartment's employee, whom I had already talked to on the phone several times. The woman informed me that there were issues with the accommodations that would only be available well past 2:00 p.m., and there would be no internet access either. I stated that I would refuse the accommodation under those conditions. Subsequently, the woman contacted the owner, who confirmed that he would receive the payment regardless of my decision to stay or not. I informed the lady that I would cancel the reservation if I did not get the accommodation by 12:00 p.m. with working WiFi. She assured me that I would be assigned a unit by 12:00 p.m. and asked me to wait at 'The Base'. However, after she left and did not return, I left shortly after 12:30 p.m. - after more than 2 and a half hours. I have never experienced such a situation before and naturally do not intend to pay for a service I did not receive. As a result, I have made a booking for an additional 5 days at 'Hotel Amber' through your platform. Interestingly, the security guards also mentioned that I am not the only one facing issues with this landlord. I would appreciate a prompt response. Sincerely, Gerhard Richter Altkönigstr. 14 [redacted] Frankfurt [redacted] + 49 (

Hello, I am Himani, and I used your platform to make a reservation at Townhouse Pratham Inn located in Vineet Khand, Gomti Nagar, Lucknow for May 17th-18th. I paid Rs.[redacted]/- through your application. I want to report that my stay at the hotel was concerning due to security issues. The room assigned to me was on the ground floor with a wall made entirely of glass doors, which faced big machines outside. One side of the door was unlocked, even after requesting the staff to secure it, they dismissed my concerns. The hotel manager refused to assist in locking the door properly and did not offer an alternative room despite the availability. The lack of cooperation and disregard for my safety from both the manager and the owner was alarming. I had to leave in the middle of the night to find a safer accommodation. This experience was extremely distressing and I urge for appropriate actions to be taken against this hotel.