Agoda
reviews and complaints

Sir/Ma’am:

This is to formally complain the refusal of your company to refund the amount of USD 1, 124.48 despite the cancellation of the booking within the penalty free period. The facts are hereinafter borneout.

On 16 February 2013, my husband and I booked a 3-night stay at the Marina Bay Sands Singapore via the Agoda Website, beginning 19 March 2013 to 22 March 2013. I was given booking Id No. [protected] for reference.

Upon booking, we were informed that cancellation on the booking was free provided it be done seven (7) days prior to arrival.

As the trip to Singapore was a family trip, there were several of us who were to join the said trip. My sister was able to make her own booking for a serviced 2 bedroom apartment. As we all wanted to stay together and considering that the serviced apartment could accommodate us all, I cancelled my booking at the Marina Bay Sands on 11 March 2013 by calling the Agoda Hotline.

I followed the voice prompt until it informed me that my booking ID [protected] was cancelled and will not be allowed to be rebooked. I was likewise informed by the voice prompt that USD 0.00 will be debited from my account, signifying that the cancellation was free of charge.

Satisfied that the booking was duly cancelled and there will be no charges against my husband’s card, I made no further calls.

Upon our arrival in Singapore on 19 March 2013, we were informed by the serviced apartment where my sister was booked, that there was a limit to the number of adults that can stay in the said apartment. Thus, my husband and I were constrained to book a room at the Marina Bay Sands.

Upon getting to the Marina Bay Sands, we tried booking under our name but we were told that the Hotel was fully booked. Fortunately, we had a friend, CELIA REYES PECILLER, who booked an extra room at the hotel and allowed us to use said booking, 19-22 March 2013. We paid the Marina Bay Sands a total of USD 1, 904.35.

Upon arriving in Manila, we were surprised that the Agoda charged us USD 1, 124.45 for the booking reference number [protected], the same booking which was cancelled on 11 March 2013.

I immediately called AGODA and demanded that a full refund be made. I was told that it was not possible as I, in fact, checked in on the booked date.

I informed AGODA that I did not use booking ID [protected] as I was under the impression that the same was cancelled and could not be rebooked and used another room booked by Ms. PECILLER.

Still, your company refused to refund the entire amount of USD 1, 124.45 to my husband’s credit card.

Again, I personally cancelled booking id [protected] more than 7 days prior to arrival. I followed the voice prompt until it informed me that the booking was already cancelled and would not be rebooked.

In fact, when we tried to check in at the Marina Bay Sands under our name, we were told that the hotel was fully booked. Had booking ID [protected] was still valid, we would have been informed by the Hotel that we have booked a room but that did not happen and we had to use the room booked by Ms. Peciller.

I am demanding for the refund of the entire amount of USD 1, 124.45 as booking id [protected] was cancelled on 11 March 2013.

Hoping for your favorable action on the matter.

I booked the Wyndham Garden Hotel in Chelsea NY through priceline. I am thinking I am allset to go, I have my voucher there should be no problems right? Wrong! After a long day of travelling, i'm so exhausted, i go to check in and there was a problem. Agoda set up my reservation for Saturday and checking out Sunday when I specifically put checking in Sunday and checking out Monday also my voucher has the right info. Im asking myself why a professional business like Agoda screw up like that. The staff at the Wynham Garden was sooo sweet she fixed it for me, charged me a lower rate and gave me a free bottle of juice :) i had to wait like 15 mins before going to my room. But she was so helpful and fixed the problem.

I have been traveling in south east asia for the past 3 weeks booking hotels only a day or 2 before arrival, vietnam, cambodia and bali. I jave noticed a recurrent misrepresentation regarding discounted rates. Several times, the price ofnthe room if booked directly with the hotel is exactly the same as the agoda price showing a 50% discount. I booked at least 3 hotels directly as i had credit card issues booking through agoda, so i am sure about the rate. And these rates are also on the hotel's website so I am absolutely sure about this. Examples of hotel booking the lowest rates: landscape hotel in phnom pen, taman ayu in bali and many others which I noticfed while researching hotels. This is clealry not a one off error and agoda must be aware that the initial price (not discounted) is not at all the price that they advergtise on their website. This is the biggest misrep and I am surprised not to have come accross similar complaints as of yet. Everybody booking on agoda these cheap tooms book them on the belief that they rebgetting an excellent deal, when they are in fact getting the same non discounted rate like everybody else. This also explains why there has been much disappointment at seeing the rooms and the hotels as the customer expect something better than what he is paying for. Agoda is clearly making big bucks ot of this business and They need to stop this practice. I cannot be bothered about adking for compensation but i wihll certainly Make as much publicity as i can aboutnthis dishonest practice.

I had booked hi-season hotel in hat yai thailand for 2 days and my credit card was charged. I have never receive my confirmation voucher. Send email several times also never reply.

I booked for 2 rooms through Agoda for 1 night. At the time of booking, the rate was $67 per room per night, so I should have been charged for $134. When they emailed me my receipt, it showed that I was charged with $164, or $30 more. I emailed them several times through their contact page but never received any reply. We made a call to their Singapore number, only to be referred back to their useless contact page. Clearly, Agoda is a ripoff!

I have making reservation passing by agoda, and I got the confirmation back that Agoda said it is confirm. unfortunately when I arrive with all my group of 6 rooms the hotel said they are full book, no room for us. anothor thing is I have to call internationally from Taiwan to England oversea call for more than 30 minute to clear with Agoda, and the Answer from them is you have make the reservation last minute so ... (my question is: how about your confirmation? how about your last minute sales?)
I have been cut off the phone.
who I can claim my lost? there is no contact available in web too..

To begin with, I had made my order through Priceline for my mother to stay in an NYC hotel on Thanksgiving weekend. I had never heard of Agoda.com in my life, until, for some inexplicable reason, I received my hotel confirmation email from the Agoda email address, with their logo on top of the email right next to Priceline's.

I googled Agoda, and found out they are a company based in Bangkok and Signapore that Priceline acquired in 2007...if it is legal for Priceline to hand off my deal to Agoda without my having any idea until i get a confirmation email, I really don't like it at all, but this is just a side story to the main dissatisfaction.

When our dog died at the end of hurricane sandy because we couldn't get her to the animal hospital in time due to shortage of gas and cabs, my live-in and I decided to go out of town for Thanksgiving and bury her on a farm.

I tried calling Agoda to speak with them about cancelling the trip, and they were unreachable for the first several phone calls. Then I called Priceline, however I could not get a representative because i had no Priceline confirmation number...only an Agoda.com confirmation.

Then, I thought I'd call the hotel, even though you're only supposed to deal with your booking through the booking website, I figured wince this whole thing was fishy anyway I could somehow get through with an actual human at the hotel. I explained my plight, and guess what...they could not even find my reservation in their system at all. I asked them was this maybe because it was a Priceline and/or Agoda booking? they said no, they could see other Priceline and Agoda reservations in their system, buy mine was nowhere to be found...

Well, I tried calling Priceline again, and finally (i forget how) I was able to enter my Agoda confirmation through one of the automated options, even though the Priceline hot-line mentioned nothing about Agoda, and Priceline gave me a corresponding confirmation #. Then I entered this number in the Priceline automated phone system, and then, it transferred me Agoda's automated system. "Press 2 for missing reservations" said the automated voice-I pressed 2 and waited-well well, it looked like I wasn't the only one having issues with Agoda. Then a human eventually picked up the phone.

I explained to her my situation, my dog died, I'm not staying in NYC for thanksgiving, We're going out of town and I need a refund---not to mention, I had not knowingly bought my reservation through Agoda--and on top of it all, my reservation wasn't in the system.

She didn't speak great English, conveniently for Agoda, so i was only able to address the issue of the refund. She said she could not get through to the hotel, and would have to email me. After some emails back and forth, I was told finally that I'd need to send proof of the dogs death to Agoda, who would send it to the hotel, and then the hotel would reply to agoda whether or not I could get my refund.

SO I did this, i send copies of the dog being pronounced deceased by the animal hospital, and proof of purchasing cremation for her remains. Agoda emailed me by saying that they'd sent them to the hotel and would await the hotels response. A few days pass, and I hear nothing...I email the hotel inquiring as to whether they got the proof of death. The hotel wrote back to me five days ago that they DID approve the refund, and that Agoda has my money and are the ones who have to give it back...so I forward this email to Agoda.

Agoda write back to me stating "Thank you for your email. We have taken note of the email from the hotel forwarded by you.

We will process the refund back to your once we have an official confirmation from the hotel. For this, we have email them.

Please expect an answer for them in 24 to 48 hours and we will process a refund to you in full.

Thanks."

Agoda sent this to me four days ago and I haven't heard back at all...I just sent them another email...

My wife went into booking a holiday to phuket thialand after a long illness/ operation.
before the booking Iwas shown agoda prices at the Sea Pearl Villas Phuket US$84
per night for 6 nights so she booked at that.
When we arrived I checked my email and now find the cost of 6 nights is now booked to my credit card at aud$864 98 yet I can still book it at AUD$137 and thats at a one day rate inclusive of taxes,
This I feel I have been falsely charged
Mr Neville Webster
Email [protected]@hotmail.com

Dear travelers.You have to take in the consideration the bad services offer by hotel booking agency, , Agoda.com''.I was traveling in China and i book one room hotel in Beijing by this ghost agency and i payed the services by card.I was surprise that when i arrive in that hotel the room rate was bigger that the price offer by the agency. Also the booking was not confirmed by the hotel.So in this case i decided to cancel my reservation and for sure in this way i lost 47 US Dollars for nothing.Then i was looking for other hotel by my self in Beijing.I will like to meet one of the employer of this agency and put him in Beijing street alone in the night for manage the problem i had.So please take care about this agency and make sure that you have the confirmation from the hotel

Dear Sir,

I would like your assistance with my complaints with agoda.com.

The details of my complaint is set out in my two emails to them.

Please find attached my two emails and the replies from agoda.com.

I look forward to hearing from you.

Thank you.

Best regards,
Meiliana

No refunds for cancellation, are you joking? I booked a room in Yangon, but then had to cancel because plans changed. This was no last minute cancellation. I was canceling 2 months in advance. When I went online to Agoda to cancel, it said they do not provide refunds. What travel site does not allow travelers to cancel their reservations and receive refunds? Travel plans change, that is just a fact of life. I will never use Agoda again! Their short sighted policy has cost them a potential long-term repeat customer.

Booked a hotel through Agoda and paid for 4 nights up front through their website. When I got to the hotel, they said my payment from Agoda was "declined". How could it be declined when they already withdrew the funds over two months prior?! We paid again thinking Agoda would give us a refund for this error. WRONG! They have not answered any inquires and we were scammed out of over $500. I will be pursuing legal action against them.

I booked a hotel with agoda for a trip to BALI. It was for three nights at a beach resort, it cost lower price. I recieved a booking confirmation and the voucher(the credit card charged successful). But five days later, I received an email back saying there was problems on their system( the price was wrongly and too low ), and they said they will cancel my booking but I was totally disagree, however, they still cancel my booking at that day.

I booked a hotel with agoda for a trip to Vietnam. It was for three nights at a beach resort, the cost was $650. I never recieved a booking confirmation so I emailed (you can not get through on the phone without a booking i.d which is what I did not recieve!).
I received an email back saying there was no record of the booking on their system (i have this email). I re-booked through another site and did not think about it. When I recieved my credit card statement they had charged me $650 but by this time we had re-booked and the date had past. I emailed again and attached the original email saying I had no booking.
I received several emails from several staff, some saying there was no booking, some asking what the problem was and some confirming my booking! no-one replied moe than once so it was getting passed around and no-one was dealing with the issue.
I attcahed all the emails and sent in a complaint, I recieved an email sayin they would contact the hotel.
That is the last I heard from them, I have had no emails since and no sign of getting my money back!
After the date I was still told there was no record but now suddenly there is a record of the booking (I had sent all my details in as proof for them to get my money back and I believe they made the booking then to cover their mistake).

I made a hotel booking with Agoda. When I got to the hotel they said there was a booking but I was supposed to pay for the room when I got to the hotel and they did not have a King size room either as requested in my booking. At this time, Agoda had already taken payment from my bank account. I called them right there and there and they said they would get back to me once they had spoken with hotel. Needless to say I had to pay again at the hotel because I had no where else to go. Agoda agent of course never called me back. I have called them several times and even sent a copy of bank statement with the payment I made to the hotel. The regular response is we are investigating. This all happened in July, now it is September and they still have not refunded my money. I will definitely be pursuing this further in small claims court. Companies like this really should not be allowed to exist if all they do is try and defraud customers.

When using www.agoda.com to book a hotel room in Orlando FL, Florida & Conference Center Hotel, 1500 Sand Lake Rd, using the dates from March 12, 2013 to March 27, 2013, the site initially suggests a price of $108 per night, but on the next page the price has been altered to $999 per night. According to the hotel web site, there are no rooms in this price range at this hotel. My parents got a bill for 17000 dollars for 15 nights! This is fraud.

I booked a hotel as I was visiting Swaziland through Agoda website and they charged my credit card and I got a voucher by email, The transaction was successful and I was given ascreen a reference number [protected] and also received a confirmation via email. On arriving at the hotel in Swaziland with Agoda's voucher the hotel told me they were fully booked and they never got any information from Agoda. This was at about 10pm at night

After a lot of argument I spoke to the Hotel manager who was unsympathetic until I told him of my intention to sue the hotel as Agoda was their agent, they eventually offered to but me in a hotel 30 miles away from the original hotel I booked at 11.00pm at night in a strange country which I declined as there was no way I could have traveled on my own in a strange country at that time of the night. It is now well over 2 weeks now and I have had no contact from Agoda.

The annoying bit is they are still sending me more emails offering me various offer hoping to scam me even more, After seeing the number of complaints against Agoda I regret using them. I am determined to use every legal means possible to recover my refund

My advise please use Agoda.com at your own risk to book Hotels. How I wish I had used Expedia which I had always used in the past
Is Agoda a Scam or Fraudulent company

full payment but no room on arrival
Upon arrival at our hotel Puri kecana in surabaya, despite full pre-payment, there was no booking to be had.
A complete mismanagement of our booking by Agoda.com, no of confirmation [protected] . Despite several attempts to contact them over the past week [ promise on web page is within 24 hours]. We have not yet been told why.
We have requested a full refund of our monies, plus compensation as it was 12 pm at night in surabaya Indonesia, foreign language barrier to boot. Both are pensioners and were a little perturbed, to say the least.
We think from reading these other complaints against this company that we are not going to obtain our refund. We have so far paid twice for our short weekend in Surabaya, which as pensioners we can ill afford to do, in the sum of Rp 2, 000, 000. Not an amount that
one can easily afford to chuck down the drain to some unscrupulous company on the internet, pretending to make bookings, they should be removed. Fraud is the word and there are Police forces that will take up this matter, how do they get away with it?