Agoda
reviews and complaints

To whom ever it may concern,

I would like to start of by explaining my situation.

- I booked this upon accident I was browsing Agoda and it booked it for me and took the money out of my account.

- within 2 minutes of realising I requested to cancel but was told this was non-refundable.

-The next day I got in contact with Agoda Customer Services and explained my situation ( accidental booking and broken down car no way to get to accommodation)

- I was then told that I would need to wait 48 hours for a response from the hotel to request a cancellation and full refund( my booking was in 48 hours) I was also told to get in contact with the hotel myself.

- I contacted the hotel myself and they stated that “ as a good gesture we will give you hotel credit”

-upon looking at reviews it stated that there were “ break ins” “stolen goods” “door crashed in” “ Not as described on website, DO NOT STAY HERE” “ they steal money” “ dodgey, they take deposits and and don’t return” “ they have cameras but won’t show footage” “break ins happen every night” “ very unsafe” “ secured electric bike stolen off caravan” “ worst place ever” - these are jusr some of the reviews. Obviously I did not want to stay here so I cancelled my booking.

- then today ( Tuesday 18th”) we had our accomodation cancelled due to weather conditions and our tent had broken so I had no choice but to ask them if I could use the credit as I had £175 taken out of my account therefore I had no money to book anywhere else.

- upon arrival, we was asked to pay even more money $50, which was absolutely ridiculous! We was given a leaflet stating how to keep safe, explains we needed to lock our doors and vehicles, and store away valuable ect! This is NOT something you would be given if the place was SAFE. At a glance the place looked absolutely horrific! People walking around looking into cars ect, caravan right on the street. VERY VERY UNSAFE.

- we decided to leave and go to a car park to try and figure out what we wanted to do next, as we felt the most unsafe we have felt in all of our lives. This place was not as described and extremely scary as young people travelling this is NOT something you want to experience.

-We decided to get in contact with Agoda to help as this is who we booked from, upon being on hold for 22 minutes we finally got a response from Tanya, she stated by asking us our situation we explained everything and she stated that she would contact the hotel to see if we can get a refund, after explaining that this had already been done she expressed again that she would try and investigate further and get in contact with them. We was then put on hold for another 10 minutes. She came back and expressed she’d spoke to her team and that the only thing she could do on her end was “ contact the company to see if we can get a cancellation/full refund” I expressed that this had already been denied and that I just needed help with accommodation as it was 9:10pm and we had no where to stay or wait but an EMPTY CARPARK. She explained she could not help us with accommodation only thing that she could do was contact the company and try and get us a refund. I expressed that we had no where to stay nor any money to book and I feel that it is not fair at all as it is not our faults, she explained that she thinks that the company would come back expressing that guests should check reviews before booking as to which I explained this was not booked out of choice! She explained all she could do was “ contact the company and try a refund, she would call me within 35 minutes to tell me the outcome” I was still left with no where to stay at 9:30pm. After a 50 minute phone call nothing was resolved.

- I then get an email expressing that she “ tried to call me but there was no response hence why she was writing to me” she expressed that the company had denied my refund request and there was nothing more she could do.

- I replied back a lengthy email stating that I would be taking this further as I am very unsatisfied with the service, to think that you can trust Agoda with a booking thinking that you will be staying somewhere SAFE AND RELIABLE is absolutely wrong. I am a young person who has not felt safe one bit and has no received any help from Agoda nor the hotel.

- I have now had to pay an extra $115 ( that I have had to put onto my credit card as I have no money because I’ve forked out a ridiculous amount) for a nights accommodations which is awful because there was no where open!

I am taking this further by writing to you as I need help as I am very very unsatisfied with every bit of “ help” I have received so far, I would like a full refund as this a lot of money for a place that is unsafe and that I am not staying in.

Regards,

Ellie Brothers

Someone used my credit card with payments addressed to AGODA.com.

I am not the one who did it, it was total fraud, I am asking several times Agoda customer service to provide me the details of booking which was used for this payment, user email address and user name. Because when someone trying to pay by the card, its obviously, for some booking and will want to use this booking in the future. So I need to know who used my credit card.

The customer service asked me to send credit card number, they asked me for bank statement and date of payment, after this they asked me PROVIDE THEM BOOKING DETAILS. I explained several time that I have not done booking, someone made booking by using my card number and obviously I do not have boking details.

Tried several times, on phone and email.

so I sent them :
1. my ID
2. my phone number
3. my screenshots of the payments
4. time and dates of the payments
5. my credit card copy

and after that, they want my booking details!?, which obviously I do not have because it was scam.

I already tried to contact support team but it's very slow. I have a complain about my booking of Taiba Hotel booking. i had 3 complains.

1) Agoda did not mention for this hotel that there is a paid parking, i filtered hotel with parking and i noticed everywhere that any cost includes for parking, but it was not mentioned anywhere. I saw some of the reviews of customers which showed that it is not paid. It should be clearly mentioned in the details of hotel.

2)For all type of hotels for non-refundable cases, i was not able to change the guest's name before payment and after payment. There was an option to choose if you book for someone else but there was no option to change each guest name even if I am not going to choose this. The booking should go under my name. After payment it was not allowing to edit even guest name. I found some technical website glitch, it should either show me option to add the guest names including me as a lead. but there was no such option or at least it should allow to edit the guest names after payment.

3) I booked a hotel on that time it was showing room capacity of three and i noticed it was with three beds and after that i noticed it was showing 1xdouble room. Even room type was not showing correctly in agoda booking details.

Dear Sir,

I booked room by platform of agoda on 8th April check in and 9th April Check out and I was got confirmation of booking room in Hotel Royal Caste mumbai.

But when I was reached at Hotel then Hotel manager told me that room is not available which you booked, you can pay Rs.3800 if you want to stay.

When I was informed to agoda customers care then they told me that Hotel partner missed to updated not Availability of room on agoda platform.

I spend money for traveling to go there and they denied to stay me there, then who is responsible for my wastage of money.

My day plan was disturbed.

Agoda given fasle room confirmation to stay and customers feel bad and not safe.

Thank you

I used price freeze functionality in agoda for booking a hotel in Langkawi and was able to freeze around 12000 INR using my HDFC debit card. later after 3 days I have been tryiing to pay the rest of the amount but i am getting some error, unauthorised and all. So i emailed to ask them to check the issue and revert, instead of fixing the issue, agoda replied the booking has been cancelled due to payment gateway error. So technically i lost my 12000 INR due to their technical gateway error. This is unacceptable and looks like bigger scam to me as in they give this option to freeze but its not actually freezing the booking.

The whole Agoda experience is terrible.

Using thier mobile site, I tired using their price freeze feature that they advertised. Only after and in the fine print do i learn the price freeze doesn't guarantee the room, you have to confirm the booking during the time window or lose your deposit.

I then try to book the room right after. Agoda says they can't process the booking , someone else booked that room, but the room is still showing avaliable on agoda and the actual hotel's website.

Agoda isn't sending me an email saying the room is booked and continues to hold on to my deposit. They also wouldn't let me book the room.

I contact support to either give me the refund or help me to book the hotel. They say to just keep trying, and ifnitndoes work contact them again. After the initial correspondence the messages become automatic and unhelpful.

I ended up booking on the hotel's actual website (thank you google translate). Only then does Agoda' site show the room as unavailable.

The refund process isn't automatic. You have to try booking and when agoda sees the room is full, then the site asks if you want a refund, and you can request it. I tired the refund request on mobile and it gives a blank screen. I had to request the desktop version of the site for this to work.

Overall terrible experience. Broken site and broken customer support. I would avoid this site at all costs.

I booked a deluxe garden view room in manor hotel (april 9 to 10, 2023,), they sent me a confirmation email with a voucher which states a deluxe garden view room. I checked with the hotel if they received the booking a day after (that’s usually my practice) but they told me that they reviewed a deluxe forest view room from agoda. I called agoda customer service but they told ne that they couldn’t fix it because they had an error syncing their website with their partner! Because I had the voucher and email, I tried to negotiate and fix it myself with the hotel which they accepted luckily. Agoda offered me approximately 2,000’agoda cash (37.7 usd) because of their mistake which they didn’t solve (I did) but it’s too low compared to the stress and inconvenience they caused and I didn’t accept it. Instead, I asked them that to compensate, maybe they could just transfer my booking in another hotel a day before to

Manor so we don’t need to change from one hotel to another but they lied to me that thete is ro

Available anymore! They just don’t care!

I had a paid booking through # ID - [protected] at Chao Praya Home on April 1st, with written confirmation from Agoda.

When I showed up at the place, producing a paper copy of the reservatiob and the Agoda email, the receptionist said they didn't have my booking.

She also didn't want to give me a room, saying that the hotel was full. But there were only 3 cars on the parking (at 11:30 p.m.) and the hanging keys board on the wall was full of keys.

After I insisted for 20 minutes she phoned with her boss and they seemed to have fun at the situation !

She then told me that they don't take customers through the internet, and she refunded me in cash ! While in fact I had paid through Agoda. This is the proof they DID have my reservation but for some reason, didn't want to give a room. She didn't car about where I should sleep at that time (11:45 p.m.)

Case No's :[protected] - Expedia

[protected] -Hongkon Changyou International Business Services Co Ltd

I booked accomodation through Adoga. I accidentally booked the room 3 time. Expedia accepted the response and said they successfully refunded the amount to Adoga.

its beed almost 4 weeks and I havent seen anything

my number is [protected] Ian Walker

Hi,

This situation happened to us recently and should be useful to anyone who has encountered similar event with Agoda. The summarized event is that we requested for a refund on a non-refundable room (careless booking mistake by us), then the room got cancelled and cannot be reinstated nor refunded.

We were searching for a free cancellation with Agoda. There were many sub categories with different room rates on the hotel we chose, and I selected one with a cheap rate. Upon completion of booking, I realized that it was actually a non-refundable room and it has already been paid in full. I was careless while making this booking as I got confused with so many options of the room rates offered, so I emailed to both hotel and Agoda Customer Service ‘CS’ immediately to enquire if it can be refunded, as the room types are still uncertain (due it was pretty late at 2300+hrs).

Hotel replied immediate there is no cancellation fee but advising cancellation is 2 days prior check in and require us to contact Agoda. However, Agoda CS replied that the room we chose was indeed non-refundable as per booking policy and upon checking with the "property" insisted no refund (unknown to us as we are still puzzled till today the transition is between Agoda and Hotel but why become "property")

I contacted via few emails to find out who is the "property" (not knowing it is not referring the hotel) and spoke to 2 different consultants and requested Agoda CS to reinstate the room reservation if that is the case, since payment is completed anyway. Agoda CS then informed us that the Hotel does not allow reinstatement after a booking is cancelled. I pleaded with Agoda CS to allow us to keep the initial reservation, CS responded there is nothing they could do and they have also requested to their Supplier and its turned down by them due to Hotel policy.

We contacted the Hotel directly prior to our stay (total we booked another 4 rooms). Hotel responded that the initial booking was cancelled and did not receive any follow up from Agoda.

We immediately contacted Agoda to inform them the Hotel’s reply. We were also furious to learn of all these as what we were being told by Agoda/ Supplier is contradicting to the Hotel’s response. Even if we could not have our refund back (due to our own booking mistake and as per policy), we could have been allowed to keep the room instead of being told that it is cancelled and cannot be reinstated. The whole sum of amount is forfeited nor can be used for credit.

After this episode, we think it is safer for us in the future to do bookings with agencies who does direct reservations with hotel, instead of through another "unknown property".

My case reference #[protected] check in 15Dec2022 for Centre Point Hotel Pratunam Bangkok of amount SGD 751.50. Cancellation made September 26, 2022.

Hope you can look into it.

Booking from 27 to 29 March 2023 (two nights) Villa Rimba Ubud- booking ID : [protected]

Booking ref n° [protected]

My name is Dan Ohl. I use Agoda for 20 years. I have to share with you my disappointment. When I arrived at the above mentioned establishment, I found no manager at the reception. No manager or receptionist in sight. Only two employees, who can't speak English and whose service ends at 4pm anyway. We are in the middle of the jungle. There will be no staff at night. The air conditioning does not work. The safe doesn't work either. In short, it is impossible to stay in this place. But I am obliged to stay for this night because I have no alternative and the hour advances. I ask for the cancellation of my reservation and a full refund.

gards, Dan Ohl

I had booked a hotel in Iceland with Agoda. They did only supply the Street name. I contacted Agoda by phone and waited on the phone for more than 1 hour in the cold Streets in Reykjavik to find out that Agoda had not business with this place for the last 2 years. Yet they took my money and sent a confirmation email in December 2022. The reservation was for the 17th of March to the 19th of March 2023. The officer told me to book another place and that Agoda will pay for the new accommodation.

I have sent my receipts twice, all my account information and have contacted more than 10Agoda Customer Service

You

Dear MERCEDES VISO,

Greetings from Agoda!

With reference to your booking ID [protected] as detailed below:

Hotel: Vesturgata

Room Type: Apartment 201

City/Country: Reykjavik/Iceland

Arrival: March 17, 2023

Departure: March 19, 2023

We hope you are in good health.

After our conversation during the call, we truly apologize for the inconvenience that has caused you.

This is a written confirmation that we will refund you the difference of 378.88 USD on the one that you paid.

Agoda Customer Service is available around the clock, so please do not hesitate to contact us should you have any further inquiries or concerns.

We greatly appreciate your continued support by choosing Agoda as your preferred online travel partner.

We look forward to hearing from you soon.

Thank you for choosing Agoda!

Regards,

Yan

Agoda Customer Experience Group times and still have not received a refund.

I paid $189 deposit for price freeze. Had 4 days to lock it in. My husband then said don’t do it, we definitely want the room, so I went within 5 minutes to claim the room and price. It said the room type was sold out to pick another room but my $189 deposit would not be applied. I thought it odd(and super beneficial to their profit margins) to sell out so quick so I went to another computer that I wasn’t signed into in their site and looked for the same room at the same hotel and there was a room available at the exact same price. This “price freeze” is a scam! How do I get in touch with them to complain. They confidently have no phone number to call

I booked a hotel for 2 adults and 2 children in dubai all conformed with agoda, then agoda sent the booking confirmation to the grand hayat for 2 adults only although I booked it for 2 adults and 2 children, hotel advised me to contact agoda which I did, they were terrible and asked me I have to cancel my booking and book again and pay extra which is about 250 pounds although my initial booking with them including 4 occupancy, this is fraud and cheating

[protected]@hawaiifamilydental.com

The site and application have been returning error messages when cashback is requested. It tells you to come back later as the site is down and then requires you to click a button that says I understand. Well, I don’t understand anymore as I tried six times in the last month to process my cashback reward. It’s for $205 And change and I’m tired of going to the website to try this over and over. Please credit my account my credit card for $205. These were for stays in Asia from October 2022 all the way through January 2023.

My email address that is registered with Agoda had account issues in March 2021. I can not login to access this email to get any link from Agoda for password adjustment. Something happened to that email and I had to make a new one/change it. I need access to my account to look up hotels for an upcoming trip.

So please change my email to another one on your end.

multiple times of fail attempt when trying to submit "cashback reward."

always got a pop-up message stating "Something when wrong, please try again after 24 hours". i am a frequent user searching for hotel for my business trip. Few cashback rewards which already expired which i didnt report up. i hope your end could help me and not me looking for another option App for my next business trip hotel searching.

We booked a place in Koh Lanta, Thailand (8th- 11th) through Agoda. The booking said it was all confirmed but as we arrived the co-host said there wasn’t a booking. The co-host allowed us to stay to try and sort this situation out. Me and the co-host phoned Agoda on the 8th saying they would get back to us in 24 hours. They did not. We then phoned on the 11th and still nothing. I phoned 5 times and was cut off every time and had to do the whole process again give my details again and again this was over a couple of hours. The host lives out in France and informed the co-host we had to pay them cash as they haven’t received the money from Agoda because the host said they cut ties with Agoda and we should have never been able to book through them. We shouldn’t have been able to book this from the start after getting a confirmed booking we turned up at 8pm and lucky the co-host allowed us to stay. All they keep saying is we will get back to you and the money should be back in within 3-5 days. We are now on the 16th and I haven’t received the refund. I phoned again and it was the same conversation I’ve had 5 times before. “We are looking into this with our dedicated team we will get back to you”. This is really poor from a big company like Agoda.

I have book a honeymoon trip 7 nights stay with title “Perfect Two Bedroom Apartment in Heart of London” through Agoda and I have only one option “book now pay later” when I made the reservation.

Usually we book hotels/unit through Airbnb, we will contact the property through the apps.

But I’m not sure why the owner of the unit WhatsApp me. Perhaps for better communication? So I think it was great that I can reach out to the person in charge directly.

And few days later, he started asking me to place deposit as he told me that the unit is managed by management and the management did not receive deposit from agoda so he has to cancel my stay. In order to hold the stay, we have to bank in 150pound security deposit which is refundable.

However I found it suspicious as I have never encounter such issue asking to place deposit before going to the country. And it has to be paid via a link in email.

I felt it’s suspicious so I approached agoda to ensure this is not a scam. However agoda keep telling me not to make payment to any platform other than theirs.

So I started questioning the owner regarding the protocols. But of course I trusted agoda from the beginning until the end.

But who knows in the end of our discussion, the owner decided not to host me as he said that he said other guest asking him for the same dates. As I refused to place deposit. He will give the chance to other guests.

I feel so helpless and unfair to me. I was in a confuse as agoda asked me not to pay but it brings in consequences of cancelling my unit by owner.

Then I seek help from agoda. Agoda just replied me with robotic sentence. Say refund me and additional agoda cash.

Few emails sent to seek for help but it’s still the same which makes me truly upset and disappointed as I’m a VIP member in agoda and this is our honeymoon trip.

I feel that I have been fooled by agoda. In a short period of time, how could I search for a proper hotel with reasonable price?

It’s a mental torture for us as it takes time for us to communicate with owner (Uk and Malaysia time). The worries and sadness, most importantly sadness.

I truly want a SINCERE APOLOGIES AND COMPENSATION FROM AGODA. Not few sentences to fool me around.

A reputable company Agoda. I’m not sure why you didn’t manage everything properly and today my reservation was cancelled due to agoda didn’t pay unit management deposit. In the end I become the victim of the entire issue.

I booked a hotel for work in March 2023 clicking the pay later option. however they took the money from my account immediately. I complained and I sent them the evidence to prove i have opted for pay later . (I had taken a screen grab) but they haven’t refunded my money and say it will take 30 days! They took the money without my consent. I had to cancel the booking too so i am now out of pocket. Is there any way i can complain. I don’t know fire they can take your money without your consent.