Agoda
reviews and complaints

I made a booking through Agoda on Sept 2022 for a hotel in Florence for December 2022.

Then after having surgery in October 2022 my travel plans changed, I called Agoda and asked them to cancel the booking (this was in October 2022 way before the time and within the cancellation policy)whoever answered my call said it was taken care of and I didn't need to do anything else.

I rest assured it was (my bad I guess)

December 30 2022 I see a charge on my card from Agoda since I was not in town and only had internet I used the chat this time to talk to them and they said my reservation was never cancelled and I was charged a No Show fee of almost $909 usd. I explained them everything they called the hotel and asked them to waive the fees (not because it was their mistake they asked as a favor) the hotel said no.

I've emailed, talked and chat I have no idea how many times now, always having to explain everything all over again.

I disputed this with my CC company.

Since then they have been emailing me

From one part I get an email when they ask me to explain if I don't agree with the charge and why to explain (I've got that twice already) replied twice.

On the other hand an email that says they care and they will try to do what they can and asking for my statement to see the charge and then a reply that says we can't accommodate any special waiver fees we are sorry for the inconveniences...

I'm not asking for an exemption or a favor I'm asking for them to take responsibility of their mistake and not charge me for something that is not my fault. I did call and cancelled and remember that perfectly since it was right after my surgery when I arranged changes in all my travel plans.

Agoda - for Wyndham Garden Jacksonville, Florida.
Southpoint for reference.
Nasty - just for clarification.
Double bills for a roach infested, shower-moldy, brown stained-sheets room.
It was brought to their attention when I walked out, shortly after arriving.
So - I paid for my roach infested, shower moldy, brown stained sheets for one night.
They billed me twice!
That's right: Wyndham Garden Southpoint Jacksonville, FL 32256 via Agoda, billed me two times for:
Roaches, shower mold, AND brown stained sheets.
What can Wyndham Hotels via Agoda to fix such an inconvenience of:
Roaches, shower mold, AND brown stained sheets?
You might think an apology or refund would be in order, right?
NOPE! Not in the world of Agoda or Wyndham.
Unacceptable hotel conditions and totally unacceptable responses from these people behind what purports to be customer service for Agoda/Wyndham.
https://www.complaintsboard.com/agoda-b119699

Good morning as per conversation with the hostel there is no breakfast included with that reservation but when I booked and also on the contract it says clearly that it is included. Now I have to pay if I want my breakfast. What am I supposed to do ? I booked for 21$ cad with Agoda instead of 19$ with booking because there was some food included. Please advise what is the procedure to follow in this case. Thank you !

Khadija Kapasi

14:44 (35 minutes ago)

to privacy

Dear Team!

I'm writing this email to express my disappointment with the service that Agoda is providing. I booked my flight yesterday with PRN BIL9HE, and I immediatelAgoda called Agoda's customer care service to change the date for my flight. The customer service didn't help me and told me to contact the airline in which I booked to make to modify the flight booking after the call with Agoda customer care I called up the airline, and they told me that I booked my flight through a travel agent which is Agoda hence they cannot make the respective changes in the booking however Agoda was allowed to modify the booking being my travel agent. After which, I get back to Agoda again and they told me to wait as they will confirm the price that will take to change the booking. The ticket is booked for the day after tomorrow and I immediately asked Agoda to alter my booking without any further delay but they are making me wait and causing delay in the modification of the flight booking which is not my fault. As time is passing and so is the day, I am to be charged more penalty fees and a higher flight difference rate while until yesterday I was getting no flight difference rate because it was the same price now, the delay is not because of me it's because of Agoda so why should I pay the penalty and flight different fee which is not my fault? Agoda's service is so slow. if Agoda is my travel agent they need to solve my problem ASAP without causing more penalty free and delay to me as it was an urgent request. if I were to travel tomorrow and change my flight dates is taking soo long it is causing so much inconvenience and worry to me and my plan because of Agoda's services why will I ever book from Agoda? I can always use other travel agents who can be faster and better. Agoda is not at all helping. instead, their customer care service provider is cutting the call on me while I'm filing the complaint and they are disrespectful and rude.

The cause of the delay is not me and hence the higher penalty rates and flight difference rates are not supposed to be paid by me. Please waive the charges for me because if I had not booked from Agoda I would have made my booking changes immediately within 5 minutes, or any other travel agent helps resolve the issue within 30-45 min. but Agoda's service is so bad and causing me to pay so much.

I would appreciate your response and fair justice.

My daughter made a booking via Agoda for a hotel (Club Bamboo Boutique Resort & Spa) in Phuket from the 20th of January 2023 to the 24th of January 2023. I phoned them and advised that their flight has been changed by the airline and that they would be arriving on the morning of the 21st of January 2023. I requested that they please confirm with the Hotel that my daughter would be arriving on the 21st only and to keep the booking and not cancel, they would just arrive late.

Agoda sent an e mail to us confirming that the booking will not be cancelled, they had discussed this with the hotel.

My daughter just arrived at the hotel and the booking had been cancelled. I phoned Agoda and now they refuse to speak to me as I am not the main guest. They had been speaking to me over the past few months on several occasions where i phoned on her behalf to discuss detail.

My daughter now has to book another hotel room for the evening at astronomical cost so she can charge her phone and contact Agoda.

It seems like Agoda applies their "strict" policies only when it suits them, and they are in a difficult situation.

This is the worst service I have received from a travel agent, ever.

They are just abandoning her in Thailand and suddenly have a "strict policy" to not speak to anybody but the main guest. This is such poor, uncaring, ineffective, shocking service. No, it is not a service.

Phú Quốc Island, Triland Hotel, 19/01/2023, Booking ID: [protected]
Triland Hotel
Phú Quốc Island, Vietnam
19 Jan - 23 Jan 2023
Booking ID: [protected]
Pay the property
Booking details
Thanks for waiting. It looks like your booking is already confirmed.
01:46 PM
We're sorry, it looks like online cancellation is not available for your stay at Triland Hotel.
01:46 PM
Would you like to reach out to our Customer Service team?
01:47 PM
Yes
01:47 PM
Let’s reach out to our Customer Service team so they can help you directly.
How would you like to contact support?
01:47 PM
Chat
01:47 PM
To begin, please describe your request below.
Please note that it might take up to 1 hour for an agent to respond.
01:47 PM
Hi, the area around Sunset Town is mostly empty, hard to get meals and travel around...
01:48 PM
Like to cancel the 2 last nights...
01:48 PM
First 2 nights is fine.
02:20 PM
Hi Lew Wei Ming, my name is Jackie and I will be assisting you today. I have your booking [protected] for Triland Hotel in system here. Thank you for reaching out.
I am sorry to hear that you are having difficulties during your stay and would like to shorten your stay. Just to confirm you would like to check-out tomorrow on 20th January 2023.
I will assist to submit the date change request to our partner for approval. Please note that it is not guaranteed and subjective to property's decision. You will be updated within 24 - 48 hours via email once the property has revert with the outcome.
02:21 PM
My apologies the new date would be 19 - 21 January, 2023.
02:21 PM
We already checked in
02:22 PM
but like to stay until today and tomorrow
02:22 PM
check out on 21st Jan 2023
02:22 PM
So the 22nd Jan morning onwards booking to be cancelled, is it possible?
02:23 PM
Just to confirm you will be staying for 2 nights and checking out on 22nd Jan 2023 correct.
02:23 PM
19th - we staying tonight
02:24 PM
20th - we stay in also
02:24 PM
22nd night we cancelling
02:24 PM
we book 5 days 4 nights
02:24 PM
so now it will be 3 days 2 nights instead
02:25 PM
Understand. This means the new travel date is 19 - 22nd January, 2021. I have assist to submit the date change request to our partner for approval.
02:26 PM
19th & 20th - we stay in, 3days 2 nights
02:26 PM
Check out from 22nd Jan noon
02:26 PM
21st to 23rd - cancel
02:26 PM
the initial booking was 19th to 23rd Jan - 5 days 4 nights
02:27 PM
Now we have to revise to 19th to 22nd Jan, 22nd Jan checkout at noon
02:28 PM
Yes that is correct as mentioned it will be 19 - 22nd January, 2023. Your date change request has been approved and the new confirmation voucher will be sent over to your email in a short while.
02:28 PM
Noted thanks
02:29 PM
Can we transfer the last 2 nights payment since we already paid
02:29 PM
to another hotel accomodation on same Agoda?
02:29 PM
We paid via credit card online on Agoda
02:29 PM
As this is a Pay At Property type of booking, the refund will be initiated by the property. Hence it is not possible to transfer the credit to another hotel accommodation.
02:31 PM
Which means the property will do the credit transfer back to the credit card account right? Then how do we check whether the last 2 nights payment has been refunded? How many hours for that?
02:32 PM
Or is it that they pay us Vietnamese dong directly?
02:32 PM
Its paid via credit card online via Agoda
02:32 PM
we didnt pay any cash to the property on the spot
02:33 PM
Yes that is correct. The refund will be processed back to your original payment method. Agoda did not charge your for this booking as per the payment policy. The refund may take up to 7 - 12 working days to be reflected back into your account, depending on your bank issuer.
02:37 PM
19th to 21st its being charged to credit card and the last 2 nights will be refunded by Agoda back to the credit card account, 7 - 12 working days right
02:38 PM
so which means we cant do the transfer to another hotel, are we right ?
02:39 PM
Thanks for assisting
02:39 PM
We check for the new confirmation voucher/email then. And if by 7-12 working days, we still have not receive the refund then how?
02:40 PM
I am sorry that it is not possible to transfer the funds or credit to rebook another hotel. If you have been fully charged by the hotel for the 4 nights, they will initiated the 2 nights refund back to your card.
If you still have not receive the refund in the mentioned timeframe, kindly contact us again so that we may assist to check with our partner.
02:42 PM
May we have the ID for tis chat for reference? Thank you
02:42 PM
Noted
02:43 PM
Thank you so much for kind assistance :)
02:45 PM
End conversation with agent
02:45 PM
Are you sure you want to end this conversation?
02:45 PM
Yes, end conversation
02:45 PM
Your conversation has ended. Thank you for contacting Agoda. If you have any further questions, please feel free to contact us again. To continue please click on Main Menu.
09:23 AM
Now, how can I help you with this booking?
09:24 AM
Manage your booking
09:24 AM
What can I help you with today?
09:24 AM
Contact us
09:24 AM
To continue, please select the booking you'd like help with below.
09:24 AM
Phú Quốc Island, Triland Hotel, 19/01/2023, Booking ID: [protected]
09:24 AM
Let’s reach out to our Customer Service team so they can help you directly.
How would you like to contact support?
09:24 AM
Thanks for waiting. It looks like your booking is already confirmed.
Triland Hotel
Phú Quốc Island, Vietnam
19 Jan - 20 Jan 2023
Booking ID: [protected]
Pay the property
Booking details
09:24 AM
Chat
09:24 AM
To begin, please describe your request below.
Please note that it might take up to 1 hour for an agent to respond.
09:24 AM
Amendment Confirmation for Booking ID # [protected] Check-in 1/19/23
09:26 AM
The cost per night is SGD or USD 24? How come its charged at 1,020,600? We was not informed.
09:27 AM
+
09:34 AM
Initially we wanted to cancel due to the lack of facilities/amenities here... but the stay was supposed to be until 22nd Jan 2023, noon.
09:34 AM
Kindly check for us
09:35 AM
We arent informed of the cancellation and termination charges.
09:46 AM
On the copy of Amendment - The booking was until 22nd Jan, before noon to checkout
09:58 AM
Customer Service Staff did not process as per our request accordingly and made us incur additional costs.
Did not inform customers whereby certain hotels, resorts and hostels are not suitable for stay due to the various reasons on the ground. Which means the actual live situation was not tracked by the management.
Eg. We did a booking based on the information provided by the website portal but when we headed there to the hotel, most of shops, restaurants here was closed due to chinese new year festive, little food options, then we have to do a cancellation, incurred cancellation charges on hand and even the amendment date of booking was also keyed in wrongly...
09:58 AM
Already feedback this to the management team of Agoda.
10:04 AM
We have yet to fully communicate to Agoda and confirmed the cancellation date last night, Agoda already cancelled and even stopped all the refund payment for us.
10:04 AM
Wasnt informed about the cancellation or non refund costs policy
10:07 AM
Due to this miscommunications, we need Agoda staff agent to reply, revert, respond to us urgently, immediately, thanks
End conversation with agent
Need help?
No reply from the customer service agent thereafter onwards...

After a few minutes of booking my Dec 21 2021 reservation for my London Hotel, I found a price much cheaper on Agoda's own website via Trivago. I went onto the live chat and explained the situation to the Agoda agent and the agent gave me the email address to file a claim which I did. I provided a screenshot of the lower price and all of the information needed. I also provided the corrected booking reference number on a second email which Agoda states they never received. So therefore they denied my claim as they said I provided the incorrect booking reference number

After several back-and-forth emails getting nowhere, I called the Agoda US phone number and after about 30 minutes was offered Agoda cash which I unhappily accepted and won't be able to use.

It's not the resolution I wanted, I would like to receive the price match guarantee as you promise on your website.

I booked a couple accommodations from Agoda. I booked for two adults and one kid 9 years old and from the Agoda website, it said breakfast all included. But when I checked in the hotel, the hotel said only two free breakfast included for the adult only. And I have to pay the price for the kid. I called the Agoda customer service, the lady said I pay the kids breakfast first and they should able to reimbursement for that. But after I paid and sent the receipt. Couple days later no one tell me the result. Even they said they will reply in 24 hours. It is very

Really bad customer service. They can’t handle the customer complain. I am finding the way to complain to the ACCC.

J L
14:34 (1 minute ago)
to Agoda
I give you FINAL NOTICE, IF you fail to refund by today, I shall file a small claims where I am right now and you can appear here.
J L
14:01 (12 minutes ago)
Reply to all
to istayinn, Agoda
It was just a reservation, not a booking.
In any event even if agoda did send that email, it cannot change the advertisement and term "you can change later and risk free" see below. If you fail to refund and with no exchange loss I will take you to court.
image.png
On Tue, 17 Jan 2023 at 14:30, Agoda Customer Service wrote:
LOGO
Dear Victory Lim,
Greetings from Agoda!
With reference to your booking ID [protected] as detailed below:
Hotel: iStay.inn - an urban art hostel
City/Country or Region: Singapore/Singapore
Arrival: January 17, 2023
Departure: January 18, 2023
Thank you for contacting us.
Cancellation and Change Policy: If you fail to arrive or cancel the booking, no refund will be given. If you fail to arrive or cancel the booking, no refund will be given.
AS we informed you previously, we have been informed that they are unable to honor the request due the booking’s cancellation policy.
I checked confirmation email and shown that Risk-free booking! You can cancel until January 16, 2023 and pay nothing!
This booking/reservation could be cancel 1 day before but we cannot cancel for free on check in date unless hotel agree to cancel for free.
Your first contact to us is 1/17/2023 10:52:38 AM ( local time) so it already past free cancel period.
Please feel free to contact us if you have additional questions.
We are afraid that we cannot meet your request
Regards,
Momoka
Agoda Customer Experience Group
*For security purposes, please do not send us your credit card details via email
*Agoda.com will only accept credit card details via the phone or our secure link
This email was sent by Agoda Company Pte. Ltd.,
30 Cecil Street, Prudential Tower #19-08, Singapore 049712
LOGO
I give you FINAL NOTICE, IF you fail to refund by today, I shall file a small claims where I am right now and you can appear here.
J L
14:01 (12 minutes ago)
Reply to all
to istayinn, Agoda
It was just a reservation, not a booking.
In any event even if agoda did send that email, it cannot change the advertisement and term "you can change later and risk free" see below. If you fail to refund and with no exchange loss I will take you to court.
image.png
On Tue, 17 Jan 2023 at 13:35, J L wrote:
On Tue, 17 Jan 2023 at 13:29, J L wrote:
The advertisement for risk free no cancellation fee was unqualified. You cannot unilaterally change the term. In any event terms you drafted are construed against you. Please cancel or I will see you at the court around the corner at Upper Cross Street
image.png
On Tue, 17 Jan 2023 at 13:26, istayinn singapore wrote:
Hi Victory Lim,
This is the cancellation policy as per your reservation through Agoda.
"Free Cancellation is free any time before check-in date. If you do not check in or cancel by then, no refund will be given by property."
The check-in date for your reservation is 17 January 2023.
In this case, any time before check-in date refers to any time before 17 Jan 2023, 0000 hours.
It is now 17 Jan, so free cancellation no longer applies, and no refund will be provided, as clearly written in the cancellation clause.
You are probably misunderstood, the hostel is not in breach of any terms or conditions.
You may sue if you really wish to, but I am not sure on what basis you will be able to sue on.
Please feel free to reach out if you still have any queries.
Kind Regards,
ISTAYINN
On Tue, Jan 17, 2023 at 1:09 PM J L wrote:
On Tue, 17 Jan 2023 at 14:11, Agoda Customer Service wrote:

Hotel Name:Sea Seeker Krabi Resort
Checkin:Dec [protected]. 4 rooms booked, requiring 1 extra bed for 11 yrsold kid.
As per the hotel policy listed on Agoda website, 400baht/night for extra bed including breakfast. But agoda charged 1100baht/night.

When we checked in the hotel, we were informed of the extra bed fee 400baht when booking on agoda and 550baht if we choose to pay at the reception.
After we contacted agoda for more than 5 times, one agent confirmed to refund 50% of the over-charged part.
One agent called Amigae Pearl was just cheating as below, saying that

"As such we already contacted the hotel and confirm to them that the cost for extra bed for adult per night would be THB 1400 and THB 700 for children aged 0-11 years old .As such the rate that you saw in our website is incorrect as the hotel is unable to update that information. Please be inform that the details you are seeing on our website is based on what the hotel uploaded. And we would like to apologize for that."

This feedback was really cheating guests as idiots.

We were traveling across Europe on our 30 day honeymoon. A month prior to our arrival, we had booked, confirmed and paid for a three night stay in Paris at the Heart of the Latin Quarters. We had visited three other countries and our next stop was in Paris! The night before our flight, we received an email from Agoda that they had been notified by the property management that we requested to cancel our reservation, which we did not. Agoda notified us that they would not cancel and could not cancel the reservation unless they heard directly from us. Thinking everything would fine based on this information, we set out the next morning on 14 hours of travel from Lagos Portugal to Paris France. We arrived in Paris at 1am in the morning. Knowing that we couldn’t check in that early we booked a room at the airport hotel. Later that same day we transferred to the Heart of Latin Quarter. Upon arrival we found ourselves stranded outside in the streets with our luggage in the rain! Our Uber driver tried to contact the listed property number but there was no answer. We had no instructions, no code to get in and no phone number to contact Agoda. All we could do was message both parties. However, the automatic message said “it can take up to 48 hours for a response“! After several hours of trying to talk to the locals, a tenant of the building who spoke a bit of English gave us access to the building but there was no way to get in the apartment. As the sun started to set on our first day in Paris, both the property management and Agoda messaged me. The property management said they never gave confirmation of the booking to Agoda and Agoda said the property management canceled the booking without explanation! Obviously no one wanted to step up and take accountability. Both were pointing the finger at the other. Regardless of who’s to blame, there need to be some financial compensation other then refunding our reservation. Our 3 day honeymoon in Paris turned into a 3 day nightmare!

Good Day,

Hi! I have my booking for Feb 6-8, 2023 via agoda.com with booking ID: [protected] and it was accidentally/unintentionally got cancelled because of the difficulty with using the app.
Unfortunately the said cancelled booking is NON-REFUNDABLE according to agoda.com. that is worth 10, 442 pesos from our hard earned savings for this trip planned for almost a year as my birthday gift for my partner.

I am asking for your help to please reconsider or refund (with charge, if any) my booking as this trip is very important to us and staying with Henann Resort os part of this long planned trip.
Hoping for your positive response as we cannot made this trip possible if those booking will be cancelled for nothing.

Attached is my cancelled booking.
Thank you so much.
JOSYL BELOTENDOS
[protected]@yahoo.com

The reservation was debited to my card but the booking was cancelled; now I have to wait for 30 days for my refund. The staffs said that it was just a pre authorization which will be accredited back to my account 30 working days. I asked if they could just confirm the booking again since it was already debited or pre authorized. They said they couldn’t do it since the system wouldn’t allow them to. The only solution was to rebook it again so it would be deducted like twice.

Why was it even cancelled in the first place, when the pre authorization was successfully made?

Respected Sir/Madam,

I am shamoon bhatti from Pakistan, I am old member of your company, I am sorry to write that, more than. When I book hotel for my friends or clients I choose free cancellation option or pay at hotel and my credit card gets charged.

I have booked hotel in Amsterdam teleport Hotel for 3 nights 1 guest booking reference number [protected]. I have paid amount from my friend's debit card with free cancellation option but now there is no option for free cancellation.

from 30 Dec amount partially refundable.

kindly sort out my problem and convert it to free cancellation option.

I shall be very thankful for your support &favour.

Shamoon Bhatti

Double billing me for one reservation. The whole issue is one that Agoda created. Keep ALL your documentation- they are repeatedly incompetent.

I will keep fighting AGODA'S common DOUBLE-BILLING practices until they (AGODA) fix their INTERNAL ISSUES. It is unacceptable to continue DOUBLE BILLING YOUR CUSTOMERS AND NOT FIX IT WHEN IT IS BROUGHT TO YOUR ATTENTION.

thank you.

I book a hotel reservation at the Merriot Hotel in Hua Hin and the dates where wrong. I booked the hotel room for December 31 to January 1st. But the dates where for next month on the reservation. I lost my reservation and had to pay full price for the hotel room. I am very upset with your Agoda company. I need Agoda to reimburse me the 5,200 baht which I already paid for the reservation.

I paid by Master Card already 5,200 baht.

I had to pay for the new booking due to your mistake 15,000 baht.

My contact information:

Mr. Maynor Paez

Bank: Bangkok Bank

Reservation reference number: [protected]

Date: December, 31st 2022

I had booked two tickets through Agoda.com in July 2021 for a journey from USA to Kochi on 15 May 2021.

I had requested to Agoda to cancel the ticket due Covid -19 issue. They said that they could not help in this matter and told to contact to the Airline Directly.

I contacted United airlines to consider my case and they accepted my request and refunded fully as milege allowance.

I tried several times to book the ticket using the milege allowance but not worked out. Hence I contacted United airlines and they told me to request for the refund.

Hence I requested to them for the refund and they approved and return the payment in reverse fashion.

Agoda Booking No. [protected]

Pasenger - Ms Ida Francis - Thomas Kollannur Lazar

Flight Ticket Nos : [protected] - [protected]

Request ID:[protected] - [protected]

As per my repeated requests, they issued the cheque to Agoda Sister concern on 24 Augest 2022 Cheque # 6167112 and Encashed the cheque on 22 September 2022.

The amount of Refund is (2 x $ 486.49 = $ 972.98)

All these details are collected by me from United Airlines. Hence atleast you do a favour to give back my my money which you are keeping unethically being a travel Agent

Did ask for reinstatement of my expired point that do expired between 2020 and 2021 since it is during the height of pandemic times. But Agoda did not reinstate my points sighting that during 2022 I did have 3 cancelled bookings and according tot heir policy it invalidate my claim for reinstatement of my agocash!

I do hope they can reinstate my expired agodacash!

It has been more than a month week since my last call to your hotline and sent the email. May I follow up on this and hope to receive a refund for the amount you have charged to my credit card?

With reference to my booking ID [protected] (canceled) as detailed below:

Hotel: Dumaluan Beach Resort

City/Country or Region: Bohol/Philippines

Arrival: December 3, 2022

Departure: December 9, 2022

I have called Dumaluan Beach Resort with property employee Ms. Rose Gultiano and she told me that the Booking ID [protected] is not reflected on their system. They agree to cancel this booking if it is still on your system and would like to please reflect it as a canceled transaction on my credit card (Php 35,303.28). They have already told you that they allow a full refund for this transaction.

I hope you can now solve the problem of double booking on your system and refund the amount of Php 35,303.28 you charged to my credit card.

I booked the hotel "Hapyson Hotel" at the address "52 Pham The Hien, Huyen Long Khanh, Vietnam" and paid the fee in advance to Agoda. But on the day I came 10th December 2022 the hotel was closed. I complained to the hotel and Agoda for the refund but no feedback up to now.

I took me a lot of time and effort to find a hotel nearby to continue my trip.