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4.2 5629 Reviews

Agoda Complaints Summary

66 Resolved
1141 Unresolved
Our verdict: If considering services from Agoda with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Agoda reviews & complaints 1231

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9:57 am EDT
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Agoda Hotel booking.

Booked a hotel using Agoda but the booking I'd never arrived so I used a different app. Turned out the booking had been made, to which I was unaware Had to pay for the first night so I asked them to give me a refund for the other 2 nights. They said they sent the refund but I never received it. Asked me to send bank statements to prove I had not received it. I sent these but they claimed they were not received. Their call center staff lied to me non stop. I am disgusted with them for treating a customer like this, why do they do this? There are loads of complaints on the net about them had I known I would never have used them. Shockingly in this day and age these booking apps are not regulated by anybody, so who can you complain to when they steal from or mistreat their customers.

Desired outcome: All I want is what they owe me,my refund for 2 nights.

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6:09 am EDT
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Agoda My name is Ronald Carter It is About a cancellation of a hotel booking on Centra by Centara Hotel Mae Sot (SHA Extra Plus)

Dear Sir

My name is Ronald Carter

Centra by Centara Hotel

Mae Sot (SHA Extra Plus) on the 13/7/23 travelling late afternoon, we had been let down by another hotel. because accommodation was essential that night, i inadvertently on one booked at this hotel after on your site dialling up TAK. a number of places came up, including this one. I quickly checked the details, which included FREE CANCELLATION, eing in need of a room because of personnel illness problems ie A hip Operation, I booked and paid through my Bank.

Afterwards on checking out on the the Sat Nav I found that this hotel was nearly 2 hrs driving away, This was impossible because of my hip condition

On attempting to re dress the 1400Baht taken by my transaction I attempted to invoke the free cancellation as per your web site. Only to find there was no free cancellation

I do not be able to send a photo of your booking web site. but it clearly states in words Free cancellation --with no conditions attached

Desired outcome: Please may I have money back or a voucher to stay at one of your other hotels alater

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7:55 am EDT

Agoda OVER CHARGED and did not declare GBP billing

I was billed in GBP vs in AED and no where did it state that we will be billed in GBP.

Got dinged with conversion rates that I did NOT agree to.

AGODA did not communicate this anywhere in the checkout or booking notes or total costs

This should have been clearly stated and not misleading into a sudden unexpected conversion rate! its fraudulent

I will NEVER use AGODA Again

Desired outcome: I want a resolution for this and my monies back that I lost in the conversion.

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10:50 am EDT
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Agoda Confirmation booking ID # [protected] to check in for 09 July 2023',

AGODA sent Confirmation booking ID # [protected] to check in for 09 July 2023', at Hotel Flagship SP Residency, as per provided address there was a hotel with different name, and they told they have no buisness terms with Agoda, Agoda keeps on taking money from customer and sends people to this hotel . Self tried to call on the given number +91 [protected], help desk number was of OYO, other company. OYO telecaller said Agoda does fraud quite often .At 0130 hrs night time I had no place to go , and no hotels were available near by. Self paid INR 439.98 for the booking to AGODA .

Send mails to AGODA to return money and pay for the damages they made, but no reply from them.

This is a case of fraud.

Best Regards,

Capt.Supriyo Bannerji.

+91 [protected]

mail id : [protected]@gmail.com

Desired outcome: RETURN MY BOOKING AMMOUNT AND PAY FOR THE TROUBLE.

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2:18 am EDT
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Agoda L7 booking [protected]

I booked the L7 Hongdae through Agoda for 6 nights, 7 July-14 July, it popped up of course like a scam. I booked the L7 because it has a pool and a gym and I am a Qantas member. we get to the hotel and the pool is not included, the pool is very expensive to add and the reception say we cannot upgrade.

Agoda is a scam and there was no pop up for this as a warning stipulating no pool included, not meeting and consumer laws and no disclaimer.

I am so upset as the pool is the only reason we booked here.

I want a full refund

I am so unhappy

They are at fault

No disclaimer

Desired outcome: I want a Full refund I want Agoda reported My holiday is ruined

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1:45 pm EDT

Agoda Failure to give refund when hotel cancelled due to faulty airconditioning

I booked a hotel delta Florence in italy for 16 August 2022. We arrived at the hotel on The 16 august and as soon as we arrived in the hotel the air conditioning and WiFi in rooms was it working.

We had to cancel due to air conditioning not being available at all and the temperature in Italy being 32-33degrees and my child has low vision and albinism problem so he needs protection from sun and it was too hot to stay inside very uncomfortable temperature.

I am very upset that the hotel told us they can’t fix the problem as whole building was not having any air conditioning. They advised us you can cancel and we won’t take any charge as it’s not your fault.

As a result we had to book at another hotel and could not get another hotel with a pool for children. This has ruined our holiday. We booked this specific hotel hotel delta Florence as it had a children pool we explained in booking our child had visual problem due to his albinism and struggles with bright light and sun. He needed to have pool as it’s a safe activity for him and he would enjoy this and could go early morning before got too hot.

i had emailed agoda many times and they failed to give an appropriate reply to my request for a refund. I had sent them an audio and video recording of our conversation with the hotel where they clearly acknowledged that we had to cancel due to faulty air conditioning. despite sending this evidence we couldn’t get any reply from them. they said the recording was not clear and could. or verify it which was all lies as recording is very clear and video recording shows lady receptionist at hotel

We incurred additional hotel charges for a replacement hotel and lost on enjoyment of our holiday as we could not a get a hotel with a pool for our child.

we wish to be compensated for our losses.

Desired outcome: we wish to be compensated for paying for the additional hotel and a partial refund of hotel that we booked as we could not get another pool.

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12:17 pm EDT
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Agoda Hotel conditions in noncompliance with hospitality requirements

I've worked in hospitality for 24 years. Ialso earned a degree and certification in paralegal studies. That being said this hotel is not in compliance with health department regulations. We went here for my daighters 14th birthday and booked 2 rooms. Had to move rooms, amenities falsely advertised, and I had to purchase bleach and clean our rooms for over 2hr. Would have went somewhere else but already changed hotels since the Wyndham pool was closed and we found that put 2 days prior to checking in. This hotel had no towels, we had sheets with yellow stains, bathrooms had mold on cieling and urine all over the floors. I understand the staffing shortage we are all currently experiencing however at minimum a cleaning agency needs to be contacted. This hotel poses a threat to the health and safety of the guests and the health department needs to do a pop up. Management and staff were friendly and did the best they could with what they haf.i am requesting a refund and if denied I will contact my bank. Additionally, I hope you take this review seriously and take action if you are marketing a falsely misrepresented and advertised company and now have knowledge of the poor conditions and continue to act as a third party with that knowledge you could be held liable if a civil suit occurs. Despite the disclaimers, it does not act as a protective shield providing exemptions from negligence if an incident occurs and you had knowledge of possible occurrences.

PLEASE CONTACT ME AT 302.277.7547

to discuss

Desired outcome: Refund and credit for ruining my daighter birthday with myself and 9 guests

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1:27 am EDT
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Agoda Price match / refund

Dear BBB customer protection agency,

Booking ID [protected] in agoda.com for the amount of $505 on 6/11/2023

1. I booked the same type of room, dates and 4 guests on the same website agoda.com for cheaper price at a later date. Emailed agoda customer 3 times with details and print screens of the cheapest same for same booking inquiries for the amount of $457 which is only 48 dollars difference)but all of them got rejected due to tricky/false price-match policies. It seems like they are deceiving the consumers using shady tactics on anything such as policy change/cancelation date, coupons used % + the difference amount to decline you in anyway, The policy stated they will match or refund the differences if the same hotel, room, dates, amount of guests if you find a cheaper rates. The are famous using the phrase "We regret to inform you... that this is different from your original purchase when it is not"

Agoda policy:

Important: Screenshot the page where you found the property to be available at a lower price. You will need to submit this as evidence to file for the Best Rate Guarantee offer. Agoda's "Best Price Guarantee" is a program that ensures that customers will get the best available rate for their hotel bookings when they book through their website. If a customer finds a lower price for the same hotel, room type, and dates on another website, Agoda will match the price and give the customer an additional 10% discount.To qualify for the Best Price Guarantee, the lower price must be publicly available and bookable on another website. The customer must also submit a claim within 24 hours of making their booking on Agoda.

I just need the difference in the amount refunded back to my bank. It is unfair for someone else to book the same room (family balcony room), dates (july 12-17, 2023), number of guest (4) for cheaper. Agoda customer server needs to do a better job providing satisfactory customer service. Please review the record with them as their have received my message/email/print screens over and over. They do not honor what they promised or advertised regarding the price match guarantee. They are very notorious for selling customers a service/product and refusing to truly help.

Desired outcome: price adjustment

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3:32 am EDT
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Agoda Booking Mistakes- Number of Guests

My booking Booking ID # [protected] for Vince Hotel Pratunam, Bangkok

Booked 3 paxs from 15th till 18th June. Confirmation letter for 3 pax enclosed.

But upon check in, hotel informed it was booked for 2 paxs only then ask me to pay extra 1 pax. Had to pay extra Thai Bath 3000 for extra 1 pax. (Payment Receipt enclosed)

They even shown me, Agoda agent booking with hotel was 2 pax, refer to hotel proof from Agoda Agent (enclosed)

Pls refund me for the extra 1 pax that Vince Hotel billed me. Very dissatisfied with Agoda, how can this happened and the room assigned to me was small as it meant for 2 paxs...it's spoilt the trip experience.

Please refund me at once, it is your Agent mistake. As a reputable booking service provider, such overlooked is not acceptable!

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Agoda Unleashing the Power of Creativity: A Review of 'The War of Art' by Steven Pressfield

I'm an over-the-road truck driver and I was in California December 11th I decided get a hotel since I was going to be there for a couple of nights waiting on a load so I got on Google Maps started looking for a hotel I got Signature Inn of Anaheim Maingate the best deal was Agoda... I'm already a little leery of using these booking site I've heard horror stories of where they will book the hotel what types of hotel and that sort of thing so I made sure to read everything first thing I noticed was if I book it it's non-refundable so needless to say I'm very diligent looking to see if this the right Hotel do I call the hotel make sure it has truck parking the lady that answered the phone assured me there was... I had to know for sure so I said you're positive you have room for a truck and trailer she said yes you can park it out back so again I said there's room in back for a truck and 53 foot trailer. Yes was the answer again... So Satisfied. Hotel is booked I drive over to it and yeah you guessed it... you drive underneath a 10 ft tall carport type top that is attached to the front of the hotel strike one and right next door to it is a fast food restaurant Taco something or other that is busy it's one of the only places open at 11 PM by Disneyland so no getting parked anywhere jthere strike 2... OK well I figured she said they park out back now as I start looking for how to get there the only way to get back there is to go down the street that says no trucks on the street and finally strike three I'm outta there I actually parked in the right lane of the three-lane Boulevard in front of the hotel went up and spoke to the gentleman. I told him the issue she immediately apologized repeatedly and issued a refund on the computer said it would be back on the account in 3 to 5 business days naturally... fast forward day 5 I checked my bank account and the money was no longer pending it was paid... to Agoda... now comes the fun part trying to contact somebody crooked $#*! place... forget about it... you get an AI that is 1980s with predetermined questions and the answers to each question best you are going to get is an email to customer service... I explained the situation to email and sent it immediate response where it's non-refundable... now I say so all the hotel has to do is lie to you to get you there and you steal the money and what give them a kickback? Curious now I start searching online for some way to deal with it I hate throwing money away especially to A thieving $#*! lying company... remember I said signature Inn of Anaheim Maingate... it is actually pretty close to the main gate of Disneyland. I sent them an email telling them I was talking to a couple of online companies about how to deal with it well they sent me an email stating they attempted to reach signature in but there was no answer which is just absolutely ridiculous you are not going to call at Disneyland Hotel and get no answer tell me they email them give them a couple of days to respond and see if they will waive the penalty fee for cancellation I got the notice on December 20th the hotel decided not to waive the fee for canceling they were going to keep my money the whole time I have already spoke to the hotel he showed me where it was a refunded and it went back to Agodas account then I get another email from these people telling me attempted to reach me but they could not spell was to let them know that the case is closed they're keeping the money there will be no change of the booking fee

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Agoda Agoda's Poor Customer Service: Complicated Phone Line and No Response

I'm a hotel owner and an Agoda guest. I have a real story to share with you all. I tried to contact Agoda's customer service team and back office team during their operating hours on weekdays. I called them about 7-20 times at different times and numbers, but nobody picked up my calls at all. Even when I pressed 0 to contact the operator, there was no operator to pick up my calls at once. This happened for both the back office line in Singapore and in Bangkok. In urgent cases, many guests choose to make a call instead of sending an email. If you're an Agoda guest, you'll face a situation that will make you super moody and angry because of the complicated internal line. They make it not easy to reach them. Believe me, you need to make a call more than 5 or 10 times to know how to reach them, which costs you a lot of phone calls. Excluding waiting times, this is not the first time but happens many times in many years as a hotel partner who worked with Agoda every day and as a guest who used to make a booking with Agoda. I feel very disappointed with Agoda's services, and this time, I finally decided to review.

The question is, why does this problem still happen many times? Communication is important for the services field. Why do they make it so hard and so troublesome to reach them, especially in urgent cases? Although we reported this problem politely to their staff many times in different years, there is no change. The same problem still goes on, like nobody who worked there cares and wants to finish it. The next question is, are they willing to leave cases by stop communicating with guests and hotels? I know they already take money from guest credit cards, but this is not called working. This is just a back-office case. The working process is still like this. Imagine what it will be like with guests who need urgent help with the call center up front. Yak;( Please, guys, don't think Agoda is good and cares about you. If you don't believe me, just try calling them in one time without asking anybody who knows how to reach them. You will see what I mean. Try now, guys! It's a service from Agoda, a huge listed company under Priceline.com (NASDAQ: PCLN) from the USA. You will never reach them in one call. Trust me. What a shame on their services:(

Why do we need to pay for phone calls to reach Agoda services? Why do we need to call Agoda many times on a complicated line that's hard to reach the staff? Why do we need to waste time waiting for a huge listed company service like Agoda? Are there not enough hired staffs? Or are there hired but only 10-20 staffs? Your business is a worldwide service. Please think about how you will give services to everybody and parties enough and in time. Don't just think about your benefits and take tiny people's money from all over the world without prompt services and cares. What a shame on a huge listed company in the US doing business without morals like this.

Remember, there are many better travel agent sites that have super good services, deals, and also free calls that are easier to direct to their operator at any time, as listed below. Wherever we go, urgent or not urgent, they will be there to service guests like us.

1. Airasiago.com
2. Traveloka.com
3. Hotels.com
4. Expedia.com
5. Hostelbooker.com
6. Hostelworld.com
7. Hoteltravel.com
8. Hotelurbano.com
9. Kayak.com
10. Ctrip.com
11. Travel.yahoo.com
12. Makemytrip.com
13. Cheapoair.com
14. Qunar.com
15. Travelocity.com
16. Asiawebdirect.com
17. Orbitz.com
18. Hotwire.com
19. Asiaroom.com
20. Decolar.com
21. Travel.rakuten.co.jp
22. Jalan.net
23. Lastminute.com
24. Bookingbuddy.com
25. Airbnb.com
26. His.com
27. Laterooms.com
28. Venere.com
29. Roomkey.com
30. Bedandbreakfast.com

And more million competitors on Google.

Agoda is not huge compared to the whole market. Comparing with the whole sites, they are just a tiny site, a 0.0001% piece of the whole system.

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Agoda Agoda Review: Terrible Customer Service and Refund Policy - Don't Get Scammed!

Yo, listen up. I gotta tell you about my experience with Agoda. I thought I was getting a good deal when I booked a hotel in Okinawa for two nights. The website was easy to use and I had no problem making my reservation. But then a typhoon hit and I couldn't do anything at the beach resort. I called Agoda to see if I could get a refund and they told me I could get 50 percent back. So I left the hotel and went home. But then Agoda emailed me saying I wouldn't get any refund because I canceled my reservation. I emailed them back multiple times and they kept saying the same thing. It was a total scam. I even disputed the charge on my credit card and they still wouldn't give me my money back. In the end, they gave me a discount code for my next purchase, but it was only worth 50 dollars which is 10 percent of what I paid. I spent over 500 dollars for nothing. I'm never using a travel site again. I'll just call the hotel directly. And if you're thinking about using Agoda, don't. Check out their reviews and you'll see that their customer service is terrible. They even have an F rating from the Better Business Bureau. Don't let them scam you like they scammed me.

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Agoda Nightmare Experience with Agoda: Don't Book with Them Again

Hey guys, I gotta tell you about my experience with Agoda. It was a total nightmare, and I wouldn't wish it on my worst enemy. My family and I booked a room at Estadia Hotel through Agoda for a couple of nights in November 2018. But then we found the same room on booking.com for a much cheaper price, and it even included breakfast! We tried calling Agoda to sort it out, but we were on hold for hours and they ignored our messages on Facebook. Finally, we got through to someone who told us to fill out a claim form on their website. We did it multiple times, but they kept rejecting it, saying that the room size, bed type, breakfast, cancellation policy, and free bike rental and shuttle service were all different. It was so frustrating!

But we didn't give up. We went to Malacca anyway and got the hotel to confirm that the rooms were actually the same. The only difference was that booking.com included breakfast and allowed free cancellation, while Agoda didn't. But Agoda still refused to admit that they were wrong. It was like talking to a brick wall!

Anyway, I don't want to discourage anyone from staying at Estadia Hotel. It's a great place with friendly staff and a convenient location. But I would definitely think twice about booking through Agoda again. They're just not worth the hassle.

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Agoda Agoda Review: Dishonest and Unreliable Travel Agency with No Accountability

Agoda is the worst travel agency I have ever dealt with. They are completely dishonest and lack any moral integrity or accountability. They lied to us repeatedly and caused us a lot of frustration and wasted time.

We booked an all-inclusive reservation at the Royal Uno resort in Cancun for two people starting on September 24th. Agoda took our payment of $1394.00 immediately and sent us a confirmation email with a reservation number. However, when we called the hotel to verify the reservation, they had no record of it. We contacted Agoda and they said they would resolve the issue within 24 to 48 hours. But when we called the hotel again, there was still no reservation.

We discovered that Agoda had made a reservation for us at the Royal Islander, a sister resort that is not all-inclusive and not what we had booked. We informed Agoda of their mistake and they cancelled the reservation at the Royal Islander. We asked Monica, the manager of customer service at the Royal Uno, to contact Agoda and find out what was going on. Agoda tried to force her to accept the confirmation they had sent us, but Monica insisted on using the extranet system that confirms payment has been made in full.

Every day we checked with Monica and she said there was still no reservation in the system. Every time we called Agoda, their story changed. They blamed the Royal Uno, their supplier, and even claimed the hotel was fully booked. They offered us a comparable hotel, which turned out to be the Royal Islander again, a hotel without all-inclusive and no modernization or renovations.

We wasted over 20 hours on the phone with Agoda, often with hold times longer than 45 minutes. We made 26 phone calls and talked to a supervisor several times. We received an email from Agoda giving us 48 hours to accept their option or they would cancel the reservation. They offered us 10% of our booking back in "Agoda bucks" as compensation, which was not even close to enough.

We asked Monica what would have happened if we had shown up at the hotel without a reservation, and she said we would have had no room. She advised us to only book through reputable providers in the future.

Agoda is a terrible company that trains their employees to lie and deflect responsibility. They have no integrity and only care about positive customer service surveys. We need to hold companies like this accountable. I will post this review on every site I can find.

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Agoda Terrible Experience with Agoda: Turned Away at Hotel with No Staff Available After 9pm

I recently had a terrible experience with Agoda. I booked a hotel room at Vienna Townhouse Batschari Baden-Baden through Priceline, and I was turned away at the hotel because there was no staff available to check me in after 9pm. I had no idea that the hotel did not have staff available after 9pm, and there was no indication of this on the Agoda website. I was traveling with my 15-year-old daughter, and we had nowhere to stay for the night. We were exhausted after a long day of traveling, and we had no transportation to leave the area. It was a nightmare.

I submitted a letter to both Priceline and Agoda representatives, but I was dismissed. They treated it as a no-show and kept my money. I was so angry and disgusted by their response. They listed a hotel as available for bookings when, in fact, it was not available. I should have been compensated for everything my daughter and I went through because of their error.

I will never use Priceline or Agoda services again, and I will make sure that others know about my experience. It was the worst experience I have ever had traveling, both nationally and internationally. I am in absolute disbelief by our experience. I will make sure both have the proper reviews indicating what happened so others know how just how bad our experience was.

I spoke to the front desk person, Valentina, the next day, and she explained that since Covid, they have not had staff or check-ins after 9pm. Therefore, the websites should not be populating the hotel as being available at this time and stating on the sites no one was available to check guests in after 9pm. She advised they did not, nor would take my money and if there was an issue, I should have the site (Priceline/Agoda) to contact them.

Later that day, I contacted Priceline which transferred me to Agoda and spoke to a representative. The connection, confirmed to be Agodas side, was horrible! It was totally breaking up so bad, I could barely understand her. However, she ensured me she could understand what I was telling her. She then told me she would contact via email ? I couldn't tell if it was me or the hotel.

I received an email from Agoda stating that they were unable to reach the property at this time, so they have sent the request via email instead. They will provide me an update within 48 hours. I received another email stating that the property was unable to honor the request due to the booking's cancellation policy.

I cannot explain how angry and disgusted I am right now. I am being treated as a no-show, and my money is being kept although I was turned away with no place to go at 11pm with a kid! Not only should my money be returned, but I should be compensated for everything my daughter and I went through because of their error!

In the future, I suggest booking a room that has a free cancellation or book now/pay later policy. It is important to know the hotel's policies before booking. I hope my experience will help others avoid a similar situation.

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Agoda Agoda Review: Terrible Experience with Booking Family Rooms in Hong Kong

I recently had a terrible experience with Agoda while travelling to Hong Kong with my parents. I had booked two family rooms for three adults, but when I checked in, the receptionist kept repeating "family room" in a language I didn't understand. After a few minutes, another staff member asked me how many people were with me, and I said three. They gave me two keys and told me the rooms were on the 6th floor. When I opened the door, I found that both rooms were double rooms, not family rooms. I went back to the reception to complain, and after arguing with the staff, they said it was their mistake and offered to refund half of the price. However, they only showed me a family room with two king size single beds, which was impossible for us to stay in. I asked for at least one family room and one double room, but they said it was not possible because Agoda was holding their money for one month. They suggested I cancel the booking and find another hotel, but I rejected their suggestion as I had already suffered an exchange loss.

The next day, I went back to the reception to check out of the double room and get the promised family room. However, the staff made me wait for an hour and a half, changing the timing several times. When I finally got the key, it was for another double room. I was fed up with climbing stairs and arguing with the staff, so I decided to make a complaint to Agoda and asked for a refund. They investigated my case and said there was nothing wrong with the hotel's side, but out of goodwill, they offered me a $35 gift card. I was disappointed and asked for a refund instead, but they closed my case without any efforts.

I called their customer center and asked them to investigate again, but they misunderstood my case and thought the hotel had given me one family and two double rooms in one night. After they confirmed that the hotel had only provided one family and one double room, they offered me a cash refund of S$89.20, which was not even a quarter of the full amount I had paid. I was angry and asked for proof of posting, but they have yet to give it to me. I advise all travelers not to book any hotel from Agoda because they only satisfy the hotel side, not the customer.

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Agoda Uninhabitable Accommodation in Cape Town: My Disappointing Experience with Agoda

I recently booked a holiday accommodation in Cape Town through Agoda with reference numbers ***/***937. Unfortunately, my experience was far from satisfactory. Upon arrival on April 17, 2022, I immediately lodged a complaint with Mada, the establishment representative, about the poor state of the accommodation. Despite sending various WhatsApp messages to Mada, she did not offer any assistance or relocate us to a more suitable accommodation. As a result, we were left with an unsuitable accommodation that was not up to standard.

The Four Seasons in Cape Town was the establishment we checked into on April 17. Upon entering the apartment, we were immediately hit with a strong smell of cockroach repellent that the apartment had been sprayed with. We did not find an air conditioner, but we opened the windows to air the room. Later, we discovered a fan in the room. I managed to locate a contact number and called Mada at 15:16 on April 17, 2022.

During our discussion, I raised several issues with Mada, including the lack of satisfaction resulting from the smell of the accommodation, the frequency of servicing, and the need for alternate accommodation since the cockroach repellent was affecting my chest. I also expressed concern about the low electricity credits on the Pay as you Go meter and the limited supply of toilet paper. Mada's response was less than satisfactory. She stated that the apartment was self-catering and did not provide cleaning services or additional toilet paper. She also questioned how I had booked the facility and suggested that I take up the matter with Booking.com or Agoda.

I requested an alternate establishment in better condition than Four Seasons, and Mada advised that the only availability would start on April 28, 2022. She also promised to send an electricity coupon for the accommodation that she currently availed. However, upon returning to the apartment at 9 pm, we still experienced the strong cockroach repellent smell. The linen cupboards and other areas of the apartment also exuded the same smell.

In addition, the apartment was poorly maintained and serviced. The beige carpets in the lounge area were stained, the oven was never washed, and the sofa in the room was filthy with stains. The shower facility in the bathroom was appalling, and the bathroom was not cleaned properly, with green grime on the tiles. It was clear that the apartment was neglected, and there was no pride in maintaining it. We could not even prepare meals or eat in the facility because it was so filthy.

I advised Mada that I did not leave my home and pay an exorbitant amount to come to an establishment of this state and caliber. The discussions with Mada started on Sunday and continued until Tuesday, April 19, 2022, on the condition of the flat she had leased out. As per my earlier point, I wish to reiterate that I want a full refund for the payment made for the 17-24 April 2022. I was unable to stay there because the apartment was smelling of the repellent, the poor condition of the flat was not conducive to my husband's ailing health, and the premises were filthy and practically uninhabitable.

I wish to draw Agoda's attention to the fact that since Agoda is advertising/marketing the letting of this property on an electronic platform on behalf of the establishment's owner, Agoda needs to be held equally accountable for the state of the establishment that is being let out to consumers. According to the Consumer Goods and Services Ombudsman, Section 29 of the Consumer Protection Act (CPA) provides consumers with the right to fair and responsible marketing.

While Section 29 of the CPA should also be read in conjunction with various other sections of the Act, it is clear that Agoda needs to play a role in ensuring that the establishments they advertise meet minimum standards for guests to stay. South Africa prides itself on welcoming both local and global visitors, and it is unacceptable to sell any holiday establishment without it being personally inspected by Agoda representatives for standards of quality control.

In light of the above, I am giving Agoda an opportunity to rectify this matter by refunding me in full for the booking. Failure to do so would leave me no alternative but to report this matter to the various bodies governing tourism in SA, namely The Tourism Grading Council, the Department of Tourism, ASATA, and other related institutions.

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Agoda Agoda's Terrible Customer Service: A Nightmare Booking Experience

Agoda used to be my go-to website for booking hotels, but my recent experience was a complete disaster. It was one of the worst customer experiences I've ever had, and I'm not even a difficult customer. I don't understand how Agoda can fail on so many levels.

I booked a 4.5-star Agoda Home on Monday for Wednesday at a condo. When I arrived on Wednesday at 6:30 pm, there was no one present at reception to help me, and there were no instructions from Agoda on how to check in. There was also no contact number listed for the property owner. I called Agoda 11 times, but no one helped me. It took me two painful hours of exchanging emails to finally get into the apartment. A Level 2 agent from Hong Kong called me 2.5 hours later when I was already in the room and offered no compensation or admission of fault from Agoda. I was offered a $10 USD voucher after responding to an automated survey.

I'm offended by several things. First, Agoda said that my booking was confirmed, but I didn't receive check-in instructions until more than an hour after I repeatedly called Agoda customer service to describe that I couldn't get into my room. Second, it was difficult to reach someone on the phone, and I had to enter my booking confirmation number, which was not easy to find and enter. Third, there was no contact information listed for the property owner. Fourth, I was told that my credit card was denied, but I had used the same credit card on Agoda before and in the country I was traveling to. Fifth, agents promised to call me back but never did. Sixth, the level 1 customer service agents had no means to resolve my issue. Seventh, there was no local number. Eighth, the Agoda messaging system was terrible. Ninth, the Agoda messaging app censored phone numbers. Tenth, Agoda customer service sent me useless emails. Eleventh, Agoda never admitted any fault and blamed the "booking partner." Finally, the compensation offered was insulting.

I understand that not everyone is smart, but Agoda should consider the edge cases and provide acceptable resolution channels. This experience was unacceptable.

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Agoda Agoda's Lack of Communication and Responsibility: A Disappointing Experience

wait for 6 hours without any information? This is not acceptable!

Overall, my experience with Agoda was extremely disappointing. The lack of communication and responsibility from Agoda was unacceptable. As a customer, I expect to be informed of any changes or issues with my booking in a timely manner. Waiting for 6 hours without any information is not acceptable. Additionally, the fact that Agoda is not responsible for the accommodations they advertise is concerning. As a customer, I expect the company I am booking with to take full responsibility for the product they are advertising and taking payment for.

Furthermore, the fact that it took Agoda 3 hours to find an alternative hotel and then another 23 minutes to email me is unacceptable. As a customer, I expect a company to act quickly and efficiently in resolving any issues with my booking. The fact that Agoda did not contact me by phone during the 6 hours I was waiting is also concerning. Not all customers have access to email on their phone, so it is important for companies to have alternative methods of communication.

In conclusion, my experience with Agoda was extremely disappointing and I would not recommend this company to anyone. The lack of communication and responsibility is unacceptable and as a customer, I expect better service.

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Agoda Agoda's Terrible Customer Service and Cancellation Policy: A Nightmare Experience

I gotta say, I'm really disappointed with Agoda. I mean, I wish I could give them zero stars, but I guess one will have to do. My mom booked a trip to Mexico with them back in February, and we were all super excited. But then, the day before our trip, we saw that the payment was still "processing." We called the hotel to confirm our reservation, and they said everything was good to go. But then, the day of our trip, we get an email saying that our reservation has been cancelled because of nonpayment. What the heck, Agoda? We checked the email every day, and there was nothing in the spam folder. And they said they tried to charge the card on file, but that's a total lie. We got alerts from AMEX for every charge and attempted charge, and there was plenty of money in the account.

We tried calling Agoda to see if they could help us out, but they were no help at all. They said they would call the hotel to try to get us our rooms, but they never did. We begged and pleaded with them to help us find another hotel, but they refused. We even asked if they could just give us a refund so we could book somewhere else, but they wouldn't do that either. It was a total nightmare.

I finally had to step in and demand to speak to a manager. But even then, they were no help. Julie, the manager, was just repeating the same stuff we'd already heard and blaming us for their mistake. I mean, come on. If it was our fault, we would have owned up to it. But it wasn't. And the fact that they wouldn't take any responsibility or show any empathy was just disgusting.

We finally had to give up and find another hotel on our own. Luckily, we had the extra money to do that, but not everyone would be so lucky. It's just not right. I'm telling everyone I know not to use Agoda ever again. They need to do better.

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Agoda Customer Reviews Overview

Agoda is a popular online travel booking platform that offers a wide range of accommodation options to travelers worldwide. The website has received numerous positive reviews from satisfied customers who have used the platform to book their travel accommodations.

One of the most significant advantages of Agoda is its user-friendly interface, which makes it easy for travelers to search and book their preferred accommodations quickly. The website also offers a wide range of accommodation options, including hotels, apartments, villas, and hostels, to cater to the diverse needs of travelers.

Another positive aspect of Agoda is its competitive pricing, which allows travelers to find affordable accommodation options without compromising on quality. The website also offers various deals and discounts, making it an attractive option for budget-conscious travelers.

Agoda's customer service has also received praise from customers, with many reviewers noting the prompt and helpful responses they received from the support team. The website also offers a 24/7 customer service hotline, ensuring that travelers can get assistance whenever they need it.

Overall, Agoda is a reliable and convenient platform for travelers looking to book their travel accommodations. With its user-friendly interface, competitive pricing, and excellent customer service, it's no surprise that the website has received numerous positive reviews from satisfied customers.

Agoda In-depth Review

Website Design and User Experience: The website design of Agoda is clean and user-friendly, making it easy to navigate and find the information you need. The search bar is prominently displayed, allowing you to quickly enter your destination and dates. The layout is intuitive, with clear categories and filters to refine your search. Overall, the user experience is smooth and hassle-free.

Booking Process and Ease of Use: The booking process on Agoda is straightforward and user-friendly. Once you have selected your desired accommodation, the booking form is simple to fill out, with clear instructions and options. The website provides all the necessary details about the property, including photos, amenities, and reviews, making it easy to make an informed decision. The checkout process is quick and secure, ensuring a seamless booking experience.

Accommodation Options and Variety: Agoda offers a wide range of accommodation options, catering to various budgets and preferences. Whether you're looking for luxury hotels, budget-friendly hostels, or cozy vacation rentals, Agoda has you covered. The website provides detailed information about each property, including room types, amenities, and guest reviews, allowing you to find the perfect accommodation for your needs.

Pricing and Deals: Agoda offers competitive pricing and frequently features great deals and discounts. The website displays the prices clearly, including any additional fees or taxes, so you can easily compare and choose the best option for your budget. Agoda also offers special promotions and member-only discounts, allowing you to save even more on your bookings.

Customer Service and Support: Agoda provides excellent customer service and support. Their customer service team is available 24/7 and can be reached via phone or email. They are responsive, friendly, and knowledgeable, ensuring that any issues or inquiries are promptly addressed. Agoda also offers a comprehensive help center on their website, with FAQs and guides to assist users.

Trustworthiness and Security: Agoda is a trusted and secure platform for booking accommodations. The website uses industry-standard encryption to protect your personal and payment information. Agoda also verifies the authenticity of guest reviews, ensuring that you can trust the feedback provided by other travelers. With a solid reputation in the industry, you can feel confident in using Agoda for your travel bookings.

Mobile App Functionality: Agoda's mobile app is well-designed and offers a seamless booking experience on the go. The app is user-friendly, with a similar layout and features as the website. It allows you to search and book accommodations easily, view your bookings, and access exclusive mobile-only deals. The app is available for both iOS and Android devices, making it convenient for travelers to manage their bookings anytime, anywhere.

Loyalty Program and Rewards: Agoda offers a loyalty program called "Agoda Rewards." By signing up for free, you can earn points on every booking, which can be redeemed for future discounts. The more you book, the higher your membership level becomes, unlocking additional benefits such as exclusive deals and priority customer service. Agoda Rewards is a great way to save money and enjoy additional perks while booking accommodations.

Additional Features and Services: In addition to accommodation bookings, Agoda offers several additional features and services. They provide airport transfers, car rentals, and travel insurance, allowing you to conveniently arrange all your travel needs in one place. Agoda also offers a "Price Guarantee" feature, ensuring that you get the best price for your booking. If you find a lower price elsewhere, Agoda will match it or refund the difference.

Overall Rating and Recommendation: Agoda is a highly recommended platform for booking accommodations. With its user-friendly website design, wide range of accommodation options, competitive pricing, and excellent customer service, Agoda provides a seamless and reliable booking experience. Whether you're planning a business trip or a leisurely vacation, Agoda is a trustworthy choice that offers convenience, value, and peace of mind.

How to file a complaint about Agoda?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Agoda. Make it specific and clear, for example, "Incorrect Billing on Agoda Hotel Booking" or "Agoda Cancellation Refund Not Processed".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Agoda. Include key areas such as booking issues, customer service interactions, problems with accommodations, or billing discrepancies. Clearly describe the nature of the issue, including dates, locations, and any relevant booking details. If you attempted to resolve the issue with Agoda, outline the steps you took and the responses received. Explain how this issue has personally affected you, whether it be through financial loss, inconvenience, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as booking confirmations, correspondence with Agoda, receipts, or screenshots. Do not include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred as a result of the issue with Agoda. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it be a refund, compensation, or another form of resolution.

7. Review before submission: Carefully review your complaint to ensure that it is clear, accurate, and complete. Check for spelling and grammar errors, and verify that all the information provided is correct and relevant to your complaint.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, check your account regularly for any responses or updates. ComplaintsBoard.com may notify you of any comments or actions taken in relation to your complaint, and you may need to respond or provide additional information.

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Contact Agoda customer service

Phone numbers

+65 63 297 537 +1 (866) 656-8207 More phone numbers

Website

www.agoda.com

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