Agoda Customer Service Issues

I reserved a room for two nights at Hostel Trastevere 2. Upon arrival, the hostel was no longer operating. After contacting them, I was informed that they had sold the property and had already requested their hostel to be removed from your website. They apologized for the confusion and recommended a refund for the inconvenience. I am hoping to receive my money back. Thank you for your assistance. Booking ID: [redacted]11.

Booking ID [redacted]97 Check-in Date: April 15, [redacted] I am emailing to formally complain about the UNO hotel in Sydney, which I booked through your website for April 15-20. Upon arrival, I was informed there were no rooms, despite my Agoda booking. Eventually, I was given a different room, smaller and unlike the one reserved. The staff became aggressive when I requested the correct room and the atmosphere felt unsafe due to their behavior. After numerous issues, I called Agoda, waiting an hour for cancellation. The hotel continued to be listed on Agoda's site despite my complaint. Agoda's helpline did not assist me in finding alternative accommodations, leaving me homeless during my trip. This experience shows negligence in listing a property with such concerning behavior towards guests. UNO hotel should be removed from your platform promptly. I look forward to your response. Sincerely, Czes Tubilewicz

On April 7, [redacted], I booked a one-night hotel stay through Agoda at what seemed to be a great rate. Despite not receiving an email confirmation, I attempted to reach out to Agoda via phone and live chat unsuccessfully. The hotel I tried to book confirmed on two occasions that there was no reservation under my name for the specified date. A pending charge of $[redacted].26 from Agoda.com appeared on my bank statement on April 17, [redacted], noted as City.[redacted]2, which is the only information I have regarding this booking that was never made. As a result, I had to make alternate hotel arrangements. I am requesting a refund for this charge as the reservation was never processed by Agoda.

I didn't receive a confirmation for my last booking. After checking today's prices, I saw the booking was indeed made. I contacted both Agoda by phone and the hotel directly. The reservation manager assured me that a refund was sent to Agoda's supplier, Expedia. Despite this, Agoda informed me the next day via email that the hotel denied refunding them. I contacted the hotel again, and they reiterated that they processed a refund to Expedia and provided me with proof of their communication. As of now, Agoda has not refunded me yet.

Good afternoon. I made a booking at Hotel Agora for June [redacted] with booking number [redacted]47. During the onset of Covid-19, I had a discussion with your team, documented in a transcript, assuring us we could reschedule once travel resumed. Strangely, our reservation vanished from the website hindering our cancellation attempts. Moreover, the Hotel agreed to allow a rebooking in lieu of a refund. We aimed to visit in August [redacted], but the Hotel informed us they are closed that month, prompting the need for a refund to secure alternative accommodations. Regrettably, I have not received any communication from them since. The sum of R7808.44 at stake is substantial; we seek assistance in recovering a portion of these funds. Your aid in this matter would be greatly appreciated. Thank you.

Hello, I am reaching out regarding a refund request for a booking made by Geraldine Jane Togle on April 4 or 5 through the Agoda application for 2 nights at RedDoorz near SGM Condotel Villa Beach Iloilo from April 17-19, [redacted], with a total amount of Php1,[redacted].36. The payment was completed through 7/11 on April 6 with success status. The booking reference number is 3Q47MJR2 and the 7-connect number is [redacted]67. Upon arrival at the hotel, it was discovered that the name Geraldine Jane Togle was not on the list of guests. The hotel informed us that they had not received any information about the booking from Agoda and suggested contacting them directly as they do not have a direct communication channel. I believe having better communication between RedDoorz and Agoda could prevent such inconveniences. I kindly request your assistance in resolving this matter promptly. Contact Information: Email: [redacted] Phone: +[redacted]31 I look forward to your prompt response. Thank you.

I would like to address an issue with booking number [redacted]83 and request a refund. On Saturday, April 17th, I made a reservation at CANALIS SUVARNABHUMI AIRPORT HOTEL in Bangkok but forgot to book the test and go package due to time constraints with my departing flight. When I contacted the hotel to amend the booking, they directed me to Agoda. Upon calling Agoda, I encountered a rude and unhelpful representative who refused to assist me without speaking directly to my daughter, who was unreachable during her flight. After unsuccessful attempts to resolve the issue with both the hotel and Agoda, I was advised to make a new booking to secure the necessary package for customs clearance upon arrival in Bangkok. As a result, I made a duplicate booking ([redacted]79) and now seek a refund for the original booking. I would appreciate a refund for the initial reservation and investigation into the service quality of the Agoda representative involved in this matter. Thank you. - Marcel Toet, member [redacted]65

Last month, I had made a non-refundable booking for two standard rooms at a hotel in Madikeri (Coorg) for my travel. Unfortunately, upon arrival, the rooms were not prepared. Requesting to inspect the rooms beforehand, I found them unclean with inadequate water supply and a foul odor due to uncleaned toilets. Witnessing the hotel manager manually transporting water in buckets to guests in other rooms was concerning. The room was unsuitable for accommodation, and the manager advised us to seek alternative arrangements. Despite attempting to cancel the reservation through Agoda, the non-refundable policy prevented this. I left the hotel that night in search of alternate accommodation, prompting me to question Agoda's stance of selling rooms unusable and non-refundable. I am eager to understand Agoda's position on this matter before deciding on my next steps.

I have emailed Astoria and also reached out to Agoda about our disappointing stay at Astoria Palawan. Despite the nice room and staff, we were let down by the lack of amenities mentioned on Agoda and the hotel website. We expected a beach and a pool, but both were not available. Hand towels were missing, we couldn't order wine after 9 pm, and the water was yellow during our shower. There was no mention of the hotel being mostly closed with limited services, yet we paid for a room and taxi without the full experience. We suggest a discount on the room rate considering the inconveniences. I have informed the front desk about our concerns. Thank you, Isabelle.

Subject: Complaint Regarding Booking Number [redacted] Dear Sir or Madam, On 08.04.22, we encountered some difficulties with the booking on your platform. You offered a 3-bed room at Hotel Ramada by Wyndham Amsterdam Airport Schiphol for [redacted] Euros. However, your system did not allow this booking at the stated price, and instead, it offered the same room for [redacted].07 Euros. Considering it was the last room available and we wanted to have an Easter holiday, we reluctantly made the booking. The surprise came when we tried to check out of the hotel. The receptionist informed us that we had overpaid, and a different amount was showing in their system. After a lengthy discussion, it became clear that the initial price displayed was the one we were unable to book. The receptionist promised to address this matter with Agoda. We kindly request a prompt clarification of this issue and the refund of the overpaid amount. Sincerely, Karlheinz Hellwig Firma Hellwig Dillheimerstraße 2 [redacted] Ehringshausen Tel. 06[redacted]58 Mobile. 0[redacted] Email: [redacted] Website: altbausanierung-hellwig.de

I intended to book a hotel in Istanbul for May 9, checking out on May 10, and selected Yotel Landside for my stay. Unfortunately, the booking date got mistakenly changed to May 8. Despite noticing the error immediately, the booking is labeled as "non-refundable." I urgently need assistance to correct the date as we won't arrive until nearly 10 pm on May 9. I have tried contacting Yotel via email on the Agoda website after an unhelpful chat with the Agoda chatbot, but have received no response. It's frustrating not being able to speak to a real person at either Agoda or Yotel for support. Since I booked through Agoda, I believe I must address the issue with them, but if unsuccessful, I'll attempt to reach a live person at Yotel for assistance. Your guidance on this matter is greatly appreciated.

Dear Sir/Madam, I am writing in regards to my booking [redacted]11 with Kicking Dickey. Upon arrival at your establishment with my two children after midnight, we encountered the issue of not being provided with the key, despite notifying you of our late arrival. Unfortunately, our attempts to find a resolution were unsuccessful, resulting in my children falling ill due to the cold. After seeking assistance from the police, we were advised to make alternative accommodation arrangements, incurring additional expenses of £80 for a taxi ride and £92 for the new hotel in Cambridge, totaling about £[redacted]. I am deeply disappointed and frustrated by this situation and the lack of customer service provided. I kindly request a refund for the night that we were unable to stay at your establishment to compensate for the inconvenience caused. Sincerely, Herman Sandjo

Hello, I made a booking for a room from April 23 to April 24, [redacted], at Los Angeles Adventure LAX hotel through your platform. The whole experience was a real nightmare. Upon arrival at the hotel, there was a trolley filled with personal items outside just in front of the door that seemed to belong to a homeless person. While I have nothing against homeless individuals, it did not make me feel safe from the start. Furthermore, upon entering the lobby, a sign stating that there was no airport shuttle and no pool due to covid-19 was displayed. I specifically booked this hotel for these two amenities as I had a flight on the 24th. Due to the absence of a shuttle to the airport, I had to search for a taxi, which was a true ordeal lasting two hours. Without a phone line, I had to ask a restaurant where I was having lunch to call a taxi, but they were unable to. Then, I tried to call one with a passerby, who struggled to find a company that answered only in Spanish. I eventually found someone who spoke Spanish to order a taxi, which never showed up. As my flight time was approaching and I was feeling stressed, I stopped at another hotel and asked the receptionist to arrange an Uber for me, as my Wi-Fi was not working properly. Finally, after two hours of searching, an Uber arrived. You can imagine the level of stress I was under fearing to miss my flight. I did not feel safe at this hotel. Several guests seemed to be involved in organized crime, and there was evidence of prostitution. I believe I heard gunshots around the hotel, and the police patrolled every 10 minutes. I was too afraid to leave my hotel room for fear of being noticed as a solo female traveler, so I refrained from exploring Los Angeles. The hotel room windows could not be closed, so I could not sleep through the night due to people banging on the dumpster below my window, noise from planes, and the street. Moreover, the bathroom door kept coming off its hinges. The room was very dirty with stains on the walls, what looked like blood stains on the air conditioning unit and ceiling, broken windows, a dirty showerhead, and more. Additionally, breakfast was advertised as included, but I did not receive it. For all these reasons, I am requesting a full refund of my stay. I am relying on your reputation and professionalism. I also suggest reconsidering offering this hotel on your list of choices. Thank you very much and have a great day. Marie Payette Cordeau

I have encountered a recurring issue with Agoda while booking and paying for hotels through their service. After initially booking and paying as advertised, problems arise when I extend my stay and opt for "pay at hotel," which should mean settling the bill at the front desk. Subsequently, Agoda sends a confirmation email, which I present to the hotel upon payment. However, a few hours later, the hotel claims they have not received confirmation of my payment from Agoda. Upon contacting Agoda's customer service, they insist on me paying the hotel directly at their standard rate. The hotel then demands that I pay the regular rate despite my prior payment via Agoda. Should I comply with the hotel's demand to pay again, even though I already paid as per Agoda's instructions?

My experience with your booking site was beyond frustrating. The room I booked didn't exist, and the property owner was unresponsive. When I arrived, there was no one to let me in, leaving me to spend the night on the street. The property owner was rude and unapologetic, only mentioning an error in the reservation system. I was still charged by AGODA without any response or refund. I demand an immediate refund and expect apologies and compensation. I appreciate a prompt response to this issue. - Marat K.

Hello, I made a reservation #[redacted]07 through your platform for 3 rooms for one night at the Campanile Paris Ouest La Défense hotel from April 23 to April 24, [redacted]. The reservation was confirmed and paid for. Upon arrival at the hotel, the manager (named Erskine) informed me that this reservation was never received by him from Agoda. Therefore, I was unable to enjoy the reservation made through your platform despite the confirmation email. There was a major issue either on your part or Campanile's. Regardless, I paid for a service that was not provided to me. I would like a refund for reservation #[redacted]07 ([redacted].82€) as this reservation was not transmitted by you to Campanile and I could not benefit from it.

Dear Agoda customer service team, I am writing to request the cancellation of booking ID: [redacted]77 which I made to stay at the Sydney Central YHA in Sydney, Australia from May 4th to May 6th, [redacted]. My name is Ha Huynh, and I used the email [redacted] and phone number +61 (0) [redacted] [redacted] [redacted] for this booking. Despite not receiving a confirmation email, I was notified on the website that the booking had been completed with the Booking ID: [redacted]77 for a 1 x bed Private Shared Bathroom at Sydney Central YHA. I recently received an email titled "Action Required; booking ID [redacted]77" stating that payment confirmation is needed within 44 hours, or the booking will be canceled. I am unable to manage or cancel this booking without your confirmation email. Therefore, I kindly request your assistance in canceling this booking before the free cancellation deadline on May 2nd, [redacted], 23:59 pm (Sydney time, GMT +10). Thank you for your help, and please let me know if you require any further information. Best regards, Ha Huynh

I made a booking at Busan View Hotel in Busan Station for 6–8 May under the name Cong Dinh E Thai. After receiving a confirmation invoice, I got a mail from Agoda stating that the booking was not completed, and no reservations were made. They assured me that any charges on my card would be refunded. Despite this, I tried booking again with a different email address and received the same cancellation email. I contacted the hotel owner, who confirmed both reservations. I unintentionally booked twice due to Agoda's error, and I now seek a refund and cancellation for one of the bookings, even though it was listed as non-refundable. The owner assured me that both rooms for 4 people are available from 6 to 8 May. I appreciate your attention to this matter.

I booked a hotel through Agoda's website in Turkey and paid for it, but when I arrived, the hotel was in poor condition, with none of the facilities in working order and the room unclean. I am disappointed with the experience and demand a refund as I cannot stay in such conditions, being a visitor from another country. I urge this website to thoroughly check the quality and reviews of hotels before promoting them on the application. This bad experience has led me to lose trust in both the hotel and Agoda. I expect prompt action on my complaint and refund, or I will escalate my concerns further through various platforms. Despite contacting them, I have yet to receive any communication through email as promised. Please address this matter urgently. Thank you. (Booking ID: [redacted]57)

Hello, I booked a hotel, Star Regency Apartment, through Agoda on Sunday. I completed the payment process, received a booking number, and confirmation via email. However, I later received another email stating that my booking was not completed. When contacting the hotel, they indicated that my booking number was invalid and no reservation was under my name. They advised to reach out to Agoda to resolve this issue. I am concerned as I have already paid for the hotel but the booking is incomplete. I am unsure about the refund process and when it will be issued. How will they refund it to me, and how did they obtain my account details for the refund? I need urgent assistance in resolving this matter swiftly so I can secure alternative accommodation promptly. Name Booking: Dhea Foong Date: 04/05 - 05/05 (1 night) Hotel: Star Regency Apartment Confirmation for Booking ID # [redacted] Check-in Wednesday, 04 May [redacted] Booking Reference: [redacted]