CB Travel and Vacations Agoda Complaints #2-21

Agoda review: Agoda support only sends canned responses, does not resolve the issue, and I keep getting replies from a stupid bot.

ValentynaH of US

Jun 17, 2026 6:53 am UTC

Verified customer

Featured review

I have two reservations at the same hotel in Marmaris, booked consecutively for one week + one week, at exactly the same price.

In the booking confirmation, it states that a safe is available. There is no mention whatsoever that air conditioning is excluded. The air conditioner is physically installed in the room.

Upon check-in, the hotel demanded additional payment for the safe and the air conditioning for the first reservation. The hotel refers to its own internal agreements with third parties but has not provided a single document proving that the safe and air conditioning are excluded from my booking.

As a consumer, Agoda did not inform me at the time of booking that I would have to pay extra to use the safe and air conditioning. After filing a complaint with Agoda customer support, I received the same response referring to the hotel's internal policies.

My question remains unanswered: why was I not informed before purchase that I would not be allowed to use the safe and air conditioning, even though both are present in the room? Why am I required to pay extra for them?

This is misleading and deceptive.

Agoda's response was simply that the room name matched the room that was provided to me — and that was all. Nothing about the additional charges, the lack of disclosure, or my actual complaint.

I am shocked by this response.

Further communication appears to be handled by a bot that is configured to prevent customers from submitting follow-up complaints. It avoids direct answers, evades the questions being asked, and makes it impossible to obtain a proper resolution.

This has been my experience with Agoda's customer service.

Claimed loss: 100 GBP

Desired outcome: 100 GBP - Additional charges for air conditioning and safe that were not disclosed at the time of booking.

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