Agoda
reviews and complaints

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.

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.

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.

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.

Reference the Booking ID, [protected] / JLP9FR in the name of

Mrs Kalpana Rustagi I wish to bring to your attention that the same was cancelled within a couple of hours under the DGCA Zero Cancellation

Policy.

I have been informed by Alliance Air that a Refund of Rs. 2827.00 was initiated in the above regard.

I regret to inform you that I have received a credit of Rs. 1219.65 only.

You are therefore requested to kindly assist in the refund of the balance amount of Rs. 1607.35.

I am a Platinum member of Agoda. I have booked several hotel in your website and have completed most of them and provided accurate reviews of the hotels I stayed in. Recently a few days ago I tried to get in touch with COSY HOTEL in Pattaya to inquire about my booking. My Booking ID is [protected] this will be on Feb 6-8, 2024. I called the hotel directly but the lady on the other end of the line could not understand my inquiry, I was loosing temper so I hanged up and tried the customer service instead. I was furious because I could not talk to a live agent and finally I got the agent named ARFAH I was already upset that time. Before she/he could address my problem I was blocked in the conversation! That was very disrespectful no matter how furious the customer is you have to hear out the problem and not block the conversation. This is the first time it happened to me. You can review my demeanor while using your website this the first that is why I am filing this complaint.

I had to cancel within 5 minutes because I chose the wrong hotel then I canceled it and I called them.They said okay it will be refunded, they even sent me an e-mail. It's been 30 days. They still haven't made my canceled refund and now they're calling and they insistently want me to accept my refund as agodacash. What a shame.

my booking ID [protected]

Amount of Rs.40,110.90 spent on HDFC Bank credit card x 4235.at AGODA-COM THE VENETI 17/01/2024 :23.16 hrs

Amount of Rs,46,748.91 spent on HDFC Bank Card x4235 At AGODA.COM THE VENETI on 17/01/2024:23.30hrs this is the correct amount charged for my booking ID [protected]

But the amount of Rs.40,110.90 the extra charge on my credit card for the same booking, therefore you are requested to refund the said amount to my credit card no x4235 - any other information you require -you can call on my mobile no +[protected] -Kindly confirm and update on my refund thanking you

Paul Lu

I booked my hotel for 19-21st Jan. I rang the company and they said that they are not booked in for me and I gave the the booking number provided and they couldn't find it on their system. I then went onto the Agoda site and now the I have just received a cancellation email and I never even cancelled my booking! What is going on! Booking ID # [protected]

My partner and I stayed at Code Apartments and found a bed bug infestation in our room. We had been experiencing insect bites since the first night we arrived but thought it was just from the insects outside whilst exploring the city. However, we now know these bites were from the bed we were sleeping in. The level of infestation was beyond disgusting as you can see from the attached videos.

The hotel have agreed to refund us for our stay from 8th - 12th Jan as these were the four nights we were in the room, and they have directed us to contact you regarding this.

However, due to the level of disruption this caused; changing apartment rooms to an entirely different floor in the middle of the night, having to wash all our clothes (a year's worth as we are here for 12 months), as well as the ongoing problems and treatment relating to the actual bites, we would like to request a full refund for the duration of our stay (8th-15th).

I'm a regular user of agoda.com & have my card was linked with my account. Today I noticed a transaction of about $445 was made using my credit card that indicates "Intl. e-trxn of BDT 50464.95 was made on card ending 1562 at AGODA.COM SHERATON G Internet DE on 12-Jan-24". The reference number I received for this transaction from my bank is "936417". I have made no such transaction! The booking doesn't even appear on my agoda booking list. It seems my credit card has been leaked by agoda. Even couple of day's back I got this msg but ignored it thinking agoda just verified my account "Intl. e-trxn of BDT .00 was made on card ending 1562 at AGODA-B Internet DE on 30-Dec-23".

Please look into this issue urgently. I did not pay for this booking, this is not my booking, please cancel the booking immediately and refund the money and take action against this fraudulent activity!

This is the msg I received from Agoda:

Agoda Customer Service Dec 13, 02:30 AM ICT

Message: Thank you for patiently waiting. We apologize for the long wait.

Upon checking on our end, your booking dates are January 1–19, 2024. Just to confirm if I got it correctly, you want to cancel January 9–12, 2024. Is that correct?

We regret to inform you that breakfast is not included in this booking. You may also check your booking confirmation.

Thank you for understanding.

I have made several attempts to cancel my booking for the period from Jan. 9 to Jan. 2, 2024, and to credit my account accordingly. Can you please do so immediately?

Thank you.

Booked location for 21 nights for the sum of £1,003.43.on arrival I was allocated room 536.the room had ripped curtains and was shabby.this raised concerns so I inspected the roof area were the infinity pool was located.the pool water was a dirty green colour ,it certainly was not fit for purpose.the edge of the pool area was rotten rendering the supporting roof beams unsafe.chairs were stacked up and unserviceable.the decorative large plant pots were broken with sharp edges.

Nails were protruding from seating areas,the decking was splintered with sharp edges.the bar area was closed ad used as a storage area.the exit area door was open with bricks resting against it,this area clearly had not been functional for years.the lift it self had dirty Astro turf as flooring- very soiled.I have made a complaint to Agoda who are now ignoring me - evidence provided

Hi, shafiq here. I booked a hotel room in hotel crown inn karachi, booking id was [protected], dec,31to jan 2 for 2 nights.. When I reached the destination with my femeail bussiness colleague for check inn, receptionist asking me to provide our marriage cirtifcad.. I reply we are not husband wife, how can I provide marriage certificate... The receptionist say our hotel polocy is if a male stay with any woman thy provide us marriage cirtifcad defiantly..

So we returen back from hotel and check inn another hotel,

The charged 13196 pkr from my credit card last 4 digt is 6058..

Plz returen my amount...

Thankyou

I made a hotel room booking with Agoda.com under booking reference ID 1109011349 for Bab Al Shams Desert Resort Dubai with date of stay 31.12.2023. I cancelled the booking on 19.11.2023 and the booking is considered as no show and no refund

Even though the booking is cancelled 40 days before the date of stay is considered as no show with 0 refund is unfair and even worse is that they are not even willing to reinstate the booking

Hotel: RedDoorz near OWWA Pasay

City: Manila

Country: Philippines

Date of Stay (should be): November 25 to November 27, 2023

With regards to this matter, Me (female) and my dad were supposed to stay in this Hotel i booked with Agoda and paid thru online, yet they didn't allow us to check in, and worst they wont give me my refund due to their so called cancellation policy, yet the property were the one who were in breach of the contract first for not allowing us to stay because as to them "different genders cant stay on the same room" , I am not the one who defaulted so why is the contract placed against me? And in the first place they did not state in the contract that different genders cant stay in the same room.

If anyone can easily alter the provisions, how easy it was to defraud others. Please act on this, thank you!.

My name is Julie Schmidt.

I booked a return flight #1102571701 and #1102571705 on November 5th 2023.

I received no reply email stating that bookings are not confirmed due to no longer available.

You have taken $772.82 out of my account with no services or bookings.

I have tried to speak to numerous people on numerous numbers from your company to no avail.

I was told that it was my bank holding the funds which I have been assured that this is incorrect.

I would like an answer on when to expect my refund

I am a VIP Platinum member of Agoda, by mistake I have booked one room at Abad Whispering Palms, Kumarakom, Kerala, India on 10th of November 2023 at 22.50 (Booking ID [protected]) for check in date 10th November itself. Actually I want to book it for 11th November 2023. I tried to cancel the booking immediately after the booking, it says that the booking already confirmed. I request you to please refund the booking amount or please change the date to 18th November or 25th November.

thanking you

Bought an oversea flight via Agoda. Was told to buy luggage from airline direct. All the links sent by Agoda failed. Attempt to buy airline online and was charged US$28,900 per piece. Feedback to Agoda not acknowledged. Asked for the email to write to airline was ignored. Seemed Agoda has no contact with the airline. Better don't buy flight tickets from Agoda, no after sale service. They will charge me more for cancellation, but don't want to tell me how much is cancellation fee. Not sure what to do now.