Agoda
reviews and complaints

I'm having a problem with the site, which does not want to refund me, I asked to cancel my reservation 07/04 and the day of the check-in is 07/11, but they refused to refund me, they want to get the full amount of 164.91€, they do not accept to negotiate part of the amount, they do not accept that I get the amount of.

Estou tendo um problema com o site, que não quer me reembolsar, eu pedi para cancelar minha reserva 04/07 e o dia da chek-in é11/07 , mas eles se recusaram a me reembolsar, querem ficar com o valor integral de 164,91€, não aceitam negociar parte do valor, não aceitam que eu fique com o valor de crédito para comprar no Agoda em outra data, não aceitam alterar a data da viagem, eles não querem negociar de forma alguma, simplesmente querem ficar com meu dinheiro. o hotel diz que tem que resolver com o Agoda, e também se recusa a aceitar meu pedido, me sinto roubada e não tenho suporta nenhum da empresa.

I have booked a hotel room Booking (Lotus Grand Hotel) for 6 nights (9 July 22 till July) in Booking ID [protected]. As per booking terms one night rent will be charged and balance amount will be refunded; however when i am trying to cancel the booking, Entire amount is being shown as cancellation fee which is against the booking terms (Plz find attached screenshot as proof)

Seeking your kind support

+[protected]

I booked a room through Hotel Values / Agoda. I cancelled due to covid which was within the hotels covid policy. Hotel Values took my money, and did not pass it on to the Hotel. The hotel never received my funds and I have not been refunded either. THe hotel has asked me to make a formal complaint.

Hotel Values and Agoda are not contactable!

Total SCAM.

HOTELS SHOULD NOT USE THEM.

I booked a property on 4th July at Icamp Riverside but at the time of check-in property owner denied to give the room which we have booked and asked us to give extra amount for room upgrade. We had contacted Agoda for cancel the booking but no one responded and we had to wait for 3 hours in bad weather condition. Later on, we did'n have any choice as we were not able to move another place so we booked the upgraded one by giving extra amount which property owner wants. Agoda didn't help me to resolve the issue. Very bad experience with Agoda, I would never suggest anyone to book from Agoda as they don't have any contact no and never respond on Chat and Email.

Dear Agoda,

I am here to file a complain regarding to the hotel I have purchased, WOLO hotel, from Agoda. I had booked a WOLO Suite with window however, when I wanted to check in, they didn't let me to have the room that I have purchased before and instead they showed us a Gold Twin room. We asked for their responsibility as we have purchased the room and we even provided an invoice receipt but still they didn't try to call for the hotel services. We also tried to contact the customer service ourselves and there was no reponse. Later, the hotel administrations told me that I had been fraud by Agoda and i was not the first guest who had experienced the same issue. They told me to upgrade my room and I had to spend another RM560.00 in order to get the room that I wanted.

Hi,

I am yet to receive an update on my below Complaint!

I had booked 2 Hotel Stays through you and have been charged a higher amount for each of the stays.

1. Hotel Name : Ibis Budget Zurich City West

Price Booked : CHF 683.23.

Price in INR : INR 55,000/- approx.

Price Billed to me : INR 59,129.35/-.

Why this difference of approx INR 4,100/-?

2. Hotel Name : Ibis Budget Amsterdam City South

Price Booked : EUR 781.10.

Price in INR : INR 64,800/- approx.

Price Billed to me : INR 68,690.31/-

Why this difference of approx INR 3900/-?

I called up your customer service and was told that my above calculation is correct, so why this difference? The lady I spoke to was unable to confirm!

I understand that the exchange rate may vary, but such fluctuations also will not result in such a big difference (INR 4,100 and INR 3,900)!

Please check and confirm what was the exchange rate applied for these 2 transactions and how did you arrive at this amount that was billed to me. Please give me this break-up.

The price of CHF 683.23 and EUR 781.10 is fixed, so how can I can charged an additional INR 8,000/- approx (4100+3900)?

Regards,

Yorick Pereira

Tel No : +91 [protected] / [protected]

Email : [protected]@yahoo.com

I had booked Travelodge Harbourfront (the hotel) from Jun 22 to Jun 26 but due to room availability it was done in two separate bookings, [protected] for Jun 22 to Jun 24 and [protected] for Jun 24 to Jun 26.

Unfortunately I was tested covid positive on Jun 19 and under the Singaporean covid protocol, I had to be self isolated. There was no chance for me to move around to check in the hotel on Jun 22. I asked Agoda for cancellation and refund as this is a force majeure case, though I understand the bookings are non-refundable.

Agoda promptly approved [protected] and refused [protected]. I chased again they finally replied, twice on Jun21 and 22 that

" Please kindly be informed that we have successfully contacted our supplier to contact the hotel directly to confirm free cancellation without having you to provide a medical certificate as we understand that another booking ([protected] ) made with the same hotel has been successfully cancelled free of charge."

Based on their reply, I felt assured that the cancellation and refund was duly taken care of. However on Jun 23 on my numerous chase they replied that

"There is a miscommunication whereby we meant that we succeeded in contacting our partner supplier to relay the message to the hotel that you requested for a free cancellation without a medical certificate as the other booking was canceled free of charge."

My questions:

1. Why is there a different treatment to the two bookings, one was cancelled and refunded the other is not approved?

2. Agoda had replied me twice and based on my understanding to the wordings, I do not need to provide any medical certificate and they will process my refund request. It was stupid to later say it was a miscommunication. Agoda had to keep its word.

3. The hotel confirmed me that the no show fee is the first night charges, Agoda did not confirm this insisting the booking is non-refundable with the intention to forfeit the whole sum. How greedy they are.

I put in a booking for the required date, chose a hotel and clicked on to pay. I was unsuccessful with the first payment as i was unaware you required the bank issuing the card. Made a correction and proceeded to payment. Somewhere at this time your site wiped out my required dates and booked me into the present date. There was no option to correct the date and instead I had to cancel. The cancelation cost me $103. There is obviously something wrong with your site and you blatantly stole $103 from me.

I did not recieve an email confirmation on my booking in Henan Palm Beach Resort Boracay for 2 nights.with booking ID: [protected].

I booked a flight with Agoda start of April. The second one of the 3-flight trip was cancelled by the airline on May 15th. Since then, it has been OVER A MONTH and Agoda is yet to finalize a new booking. The customer service is pathetic; they keep answering with standard replies that they're working on it and need more time without giving proof of actual action.

- More than a month has passed, how much more time do they need to book a simple flight? Are they waiting for the day of the flight to arrive so that the customer will eventually pay for a new flight in desperation and leave them be?

- When I asked for a refund to book a flight elsewhere, they shamelessly responded that it takes 3-5 MONTHS for a refund. Are they running a scam? Tiring people until they give up their money?

- They take ZERO responsibility for the booking and keep placing the blame for delays on an imaginary "supplying partner" who the customer has no interaction with or face to put to. Absolutely no display of professionalism, ethics or remorse for the mental stress caused to the customer.

Extremely disappointing and pathetic service.

Flight Booking ID: [protected]

Booking reference # [protected] Check-in Sunday, 12 June 2022

Name Mr. Jeffrey Bourne

Booked deluxe KING. checked in receptionist said

"NO TV in deluxe rooms"

"we have deluxe king" I replied

she said "I said NO TV in any deluxe room"

Got to the room, NO aircon either its broke

Telephone to reception not working, had to walk to reception, asked to see the manager

Manager came, nice enough man, charming and well spoken English.

"Sir, ma'am we are have problems with our cable network supplier, that's why no TV or phones"

He agreed to change our room.

OMG it was called executive, aircon had 2 modes on & off on it was like sitting in a freezer or in an oven

The corner bath taps was missing so no water to bathe with

We could only shower. which was only a dribble

The waste water from wherever vented onto the terrace and the smell was dreadful.

Complained again.

"Sir ma'am we don't have maintenance now but you can have our deluxe beach side room"

Transferred, and found

NO TV

NO WIFI

Full of mosquitos

(we brought some bygone insect killer ourselves)

Maid never called to clean/make-up the room we had to ask.

5-30am every morning the staff would set up/clear the bar from the night before (Pinoys SHOUT when they talk & blast out music LOUDLY)

Upon check in we booked an extra night, not thinking to ask to see the rooms, as we had car trouble on the Sunday and telephoned the hotel to inform them we would arrive Monday

we was never offered a refund to the extra night we paid for BEFORE we saw the room.

It is very clear to myself (having been in the hotel industry for 6 years in London UK) that the hotel was up for sale.

I noticed 2 x groups of buyers looking around.

The hotel was in desperate need of refurbishment, and this showed in the staff faces.

I cant imagine what would have been offered if we had stayed for 14 days.

I cant show pics,

How can I show that the aircon only had 2 modes?

How can I show hundreds of mosquitos?

Or the TV and WIFI not working

In my defense, the westerners group of people staying in the other beach front rooms was also disgusted at the disrepair of the hotel the staff and the amenities, both groups (us and them) had exactly the same problems.

We never ate there, I can imagine the state of the kitchen

The pictures they used for the advert on Agoda were I would estimate of 10 years ago

If I could I would sue them for false advertising

I expect a reply from agoda.com within the next 7 working days please

I've booked a hotel in London called Corbigoe Hotel in the end of May through Agoda website.

I live in UK and but I booked a hotel because I live far from London and It would be easier to show London to my mother who came to visit me for a month. So I've booked one room for me, my mother and a friend.

When we arrived there the room number 8 (offered to us) was smelling very bad, the carpet was wet, the toilet was impossible to use and there was no towels for having a shower. We stay there about 20 min and left because no-one could sleep there. It was impossible for everyone to stay there (I have photographs to prove)

I've sent an e-mail to Agoda with the pictures as proof and also an Uber receipt as I had to sleep in my friend's house as was impossible to sleep in that awful room (I spent money with Uber to go to my friend's house and for coming back next day) and I was informed by Agoda that the hotel Corbigoe didn't want to give my money back and offered me 10% discount on my next purchase. What? How can I book something else with Agoda if I bought a service and they didn't sort it out the issue? I asked my money back because I didn't use the service but nothing was made.

I would like to ask you my money back as I didn't use the service and caused me a big trouble because I've planned to sleep in London and spent my money with two Uber travel.

After selecting the desired dates for 16-17 June, the result appeared and after confirming its the correct room i wanted, i proceeded to the next step of the booking only to see a pop up window appearing to notify me that the room is not available but was offered another option, although its not exactly what ive wanted in the first place. So i click on the next window to select the recommended option. after ive keyed in my particulars to proceed, another window pops up to notify me that the 2nd option is'nt available as well and recommended the 3rd option. although its $20+ above the original published price, i still accepted the 3rd option and go ahead to book. However, the options the system offered was'nt the same date that ive selected for 16-17 June. Instead it automatically changed to 26-27 June and ive unknowingly confirmed the booking only to realize it sint the date ive slected and it cant be changed not cancelled. So ive to purchase the next one again

Isnt that unfair to consumers because in the state of such confusion, the dates auto-changed to whats available and not what to what ive firstly selected that was firstly selected. To make matters worst, there is not way we can get in touch with any live agent. Isnt that frustrating having to communicate to a rather stupid computer bot with no one to address my issue?

Booking ID: [protected]

Ive booked and mentioned for king size bed but at the end only single and Ive call agoda & weil but mentioned 3 days fully book of king size bed.

I booked a stay at the Extended Stay Southfield, MI for wed 15th and thur 16th night. When we got there on Wednesday night I was supposed to have a king suite but they had given them all away or they were not cleaned. So we stayed in a queen. I did not go back on thur. I drove 2 hours home and 2 hours back this morning for a Dr's apt. I had. I would just loke.to be refunded for Thursday night.

I booked an airline ticket through agoda from Mae Sot to Bangkok, leaving on the 16th of June and flight was to leave at 12:45 pm. (Booking ID: [protected]) I am already aware that if you do not change your ticket before the 24 hour window you forfeit your ticket, therefore, I contact Agoda at 9 am the day before (or 29 hours before).

I wanted to know the change fee plus the extra flight charges for changing my ticket to the next day. They said they would call me back in one hour.

4 hours went by and I contacted them again. The customer service person said it wouldn't be a problem as the issue was raised before the 24 hours window although it was still pending. Then another 6 hours went by and finally at 9 pm they contacted me and told me that since it was within the 24-hour time frame I couldn't change it.

By that time, the flight I was hoping to change it to was fully booked and had to find another route, at the cost of 4,600 Thai Baht.

When I contacted Nok Air to make this reservation directly, they told me that the change would have only cost me 750 baht if I could have called them directly. Nok indeed would have allowed a change to that ticket. So, the moral of the story is that the middle man costs you money and Agoda cost me 4,600 baht and also caused me to miss the flight. It's unacceptable and Agoda should not handle flight reservations if they are going to cause people trouble.

I booked a hotel (The Quarter Silom) in Bangkok on agoda, which was 128$, and I could add a special deal with the mastercard as well. Going back to my booking, all of a sudden I see the bill and it is more than 150$. How is that possible and how did that not show up before the booking and final decision? I am pretty confused and disappointed. Please solve this issue and explain why this happened. Booking number is [protected].

I think I must be one, if not the only person who made 3 Agoda bookings and canceled all 3 within 24 - 48 hrs !

Booking #1

Found a good hotel within budget and booked it. Got a return note stating that my card was not accepted, but I had used the same card minutes before on Amazon with no issue !

So used my 2nd card and the transaction went through but the dates were not the dates I had previously stipulated and had been changed. Agoda sent me an email and I had a text chat with one of Agoda's CSR.

If I now wanted my previous dates, due to a "sudden surge of bookings", the price had increased by more than 50% ! So I canceled.

Booking #2

So I searched again and found another hotel and booked it. This time things were quite painless - got the confirmation email from Agoda within minutes and all was good.

Approx 15 mins later I get an email from the hotel asking me to make payment to their bank a/c otherwise they cannot guarantee my reservation. Why should I transfer money to the hotel when Agoda had just charged my card ? Alarm bells started ringing and I canceled again.

Booking #3

So giving them one last chance I looked and found yet another hotel. One of my search criteria was for parking as I was driving down and did not wish to waste time looking for parking.

Having included parking in my search criteria, and a bunch of hotels pops up, one would rightly assume that the hotel has parking facilities. Well, silly me to assume such nonsense.

I arrived and drove around the hotel twice and could see no car park. As the hotel is literally on the main road itself, I could not stop outside and ask for directions to the car park. So I had to park a good 10 mins walk away and walk to the hotel.

When I reached the hotel, the main doors were locked. There was number to call on the front door but upon calling there was no reply. So I had to wait for another 10-15 mins before a couple exited and I went in.

There was a sign on reception saying I'll be back in a few minutes. So I waited. 15-20mins I was still waiting ! I noticed another number for emergencies and called it and a Chinese gentleman answered and said he will call "his girl".

A little later a Filipino girl came and spoke to me rather rudely. I asked where is the car park and she said, "Oh, last time we had car park, now we don't have any more". I said but your website states you have a car park so to say you have a car park and not have one is fraudulent representation - which makes me wonder what type of due diligence does Agooda do if any at all !

I again asked the question and she pointed to a street across the road for public parking. But all lots were taken. I pointed this out to her and she then replied "Don't worry by late night all the cars will go and you can park there".

I then called the Chines gentleman "who will call his girl" and explained the situation to him and his response was "Then cancel lah !" I could go on and on as there was a spate of foul language used on me etc etc etc.

So I cancelled. I then used another app and found another hotel. Not being wanted to be cught out again, I drove there, walked in checked out the place, parking and made a booking on the spot FOR THE SAME PRICE AGODA HAD ON THEIR WEBSITE FOR THE SAME HOTEL !

So Agoda was a huge disappointment. I'm now waiting for my refund which had better come through as promised or there will be huge follow up postings on FB, Twitter, IG, LinkedIn, Reddit etc.

I found Agoda lacking in so many ways especially in ensuring the hotels have accurate info on their websites - this is a basic. So clean up your act Agoda and get real.

I booked direct through agoda, i checked in today 10/7/2022 and my room type was king size bed but when arrived to the hotel they told me your reservation is twin bed and we are sorry there is no available rooms for king size bed, I called agoda customer service but they didn't solve there mistake and thy are not helpful.

Booking ID [protected] Your booking is paid and confirmed.

I been booking this property for 9/6/22-11/6/22, rooms rate is charged but not further instruction for check, and I force to book another room, can I have the refund for this transaction.

Chee Chai Sian