Agoda
reviews and complaints

To who it might concern:

I am writing this Email with anger, this is the first time I feel like I am at the mercy of Agoda for paying them money for service. First is the cancelation policy which they do not have notice for and refuse your cancelation even 6 day before the check in time, when you talk to their people, they just pull the bureaucratic policy on you and ask you to wait 48 hours, and then no reply, then when you talk to the customer hotline, instead of helping you with the issue, then silence you, put you on mute and ignore your complain completely, I am not sure if this is the way you treat your customer now, if so, I will not use your service again, since it is not safe or I will just use it as a browser

In November 2022 we booked a holiday through Agoda, they confirmed the booking with us but not the host of the accomodation, took our money, and when we requested to be relocated as per their booking guarantee they just said we are sorry but we can't help you. They have us Agoda bucks to make a new booking on our own, just to find out No one accepts Agoda bucks as payment. Then they informed us that we will have to wait 30 days for a refund, meaning we have to cancel our entire holiday, lose our leave days as well as all the costs we already incurred. They are completely unreliable and no one can assist you at all, no supervisor available, they just don't have any capable personel, this is the worst booking agency online. They are useless.

I booked a hotel for Jaipur( India) visit for two night. Agoda booked a hotel for me and send me confirmation mail.when I reached on site that hotel was under renovation.

This hotel was not taking any guest. The confirmation number is [protected].

This hotel for 16 to 18 December 2022.

I was very trouble that night.

Please refund my amount as soon as possible and take strict action against the culprits.

Thanks

Email

[protected]@gmail.com

Agoda promises a best price guarantee (BPG). If you can find the same hotel and room on the same date for a cheaper price than what you paid on Agoda, they will refund you the difference.

I had two bookings at a resort through Agoda. I found a cheaper price for the resort I booked and submitted a BPG claim. My claim was rejected. No reason was given. I called the customer service line several times and they were not able to tell me why the claim was rejected. They asked me to resubmit my claim. After several cycles of calling the customer service line and resubmitting my claim, it was approved. This process in itself was frustrating.

The price difference was then refunded to me, but only for one of my two bookings with the hotel. After more correspondence, I was eventually refunded the price difference for both bookings. For some reason, I was refunded in AgodaCash - the money was not put back into my bank account as I would have expected.

I inquired about this and was told that if I wanted the AgodaCash to be paid into my account, I would just have to email them and they would process this. So I emailed Agoda customer service and they refunded only one of my two bookings (for which I have not yet received the money).

When I emailed them again to ask that the AgodaCash given to me for my second booking be paid into my bank account (in real money), they interpreted my request as a request to cancel both my bookings with the resort.

Now one out of my two bookings has been cancelled. I was told over email that they cannot reverse the cancellation of my booking and that I will have to rebook myself. The prices for this hotel are not more expensive than when I originally booked and so now I will be out of pocket because of the customer service people's mistake.

When I called the customer service line last night to discuss the ongoing problems that I have been having, I was put on hold for over half an hour before I eventually hung up. I have now also racked up over $50 in overseas call charges.

I have requested three times (over email and over the phone) that I be put in touch with a manager or supervisor but my requests have been ignored or declined.

I am incredibly frustrated with Agoda customer service. They have consistently done a terrible job. They have misinterpreted and messed up at every step of this process. I have spent several hours emailing and calling Agoda for what should have been an incredibly simple BPG claim (that could have been completed in a single email).

I again request that I be contacted by someone who can resolve this issue for me.

While searching for a hotel in Thailand we found one but wanted to know if it would be available on our dates. The question was asked through your site which you suggest people should do. The hotel did not receive this ENQUIREY, instead Agoda decided to book us and deduct funds from our credit card. Next thing I new the booking was confirmed BY AGODA without our knowledge! The moment we realized what had happen we contacted agoda who continued to lie about not being able to cancel, that the hotel refused to cancel, that they couldn't reach the hotel for 24hours etc. etc. Lie upon lie. Luckly we were in the area and went around to the hotel to have a chat with management who immediately agreed that we hadn't confirmed the booking and were happy to refund. They had not received the enquiry from us or had any phone calls, communication from agoda. Clearly your company employees are more than happy to defraud innocent people just to get the commission!

Complaining is very difficult on your site which is yet another way that people give up and the deceit continues.

We managed to resolve this ourselves but the obvious fraud that your staff were willing to do, and thought they would get away with it was terrible. It was over $1000! But even if had been $100 it is still appalling.

I have emailed your company to remove all my details from your records, this has not been done. This is also illegal!

DO SOMETHING ABOUT THIS DECIETFUL BEHAVIOUR

Loraine

booking ID [protected] as detailed below:

Hotel: Antares Rubens Hotel

City/Country or Region: Milan/Italy

Arrival: December 27, 2022

Departure: January 4, 2023

Roberto and Gianmario from the hotel both confirmed that they agreed to refund the money. I won't stop until this Case is resolved, the last mail I received from you gave me an expression that you will not compromise, so won't I. I don't want anyone to be put in this situation.

Here is the full background of the situation so far:

11th of December 5:20 pm: I accidentally cancelled my Booking.

11th of December 5:23 pm: Contacted agoda.com - could not find a person to talk to

11th of December 5:23 pm: Called Rubens, confirmed that my Booking was cancelled. Asked about their cancelation policy - they said that they hadn't received the money but approved cancellation without any fee need to be paid.

Called agoda.com 3 times.

11th of December 6:17 pm: called the Hotel again. They said they did not have any involvement in this situation - EXPEDIA.com is their Point of contact.

Called agoda.com 3 more times.

11th of December 9:15 pm: called Rubens to ask the name of the staff who confirmed the cancellation. His name is roberto.

Called agoda.com twice to explain situation and ı had to do it at least 9 times, everytime someone else picked up the phone. I had to explain the situation from the beginning.

I created several number of cases online.

12th of December from 11:00 a.M. To 8:00 pm, here are the mailings between me and agoda.com

http://Agoda.com

ve are Happy to help you with your issue.

- Check your Booking status

- Request to amend your Booking

- Cancel your Booking

- Resend your Booking confirmation

- Submit special requests (subject to the property’s availability upon arrival)

- Request a receipt

Rubens Hotel agreed

I confirm that we can accept the re-activation of the reservation cancelled apparently by mistake. We await the new reservation at same conditions if received until tomorrow. We remain at your disposals.

agoda.com rejected

To give you an update about our previous special fee waiver request from the property, ve have been informed that they are unable to Honor the request due the Booking’s cancellation policy.

agoda.com agreed

Regarding to the Booking, ve received the supplier's updates and they informed the Booking has been cancelled for Free at their Side and Hotel Side. The Hotel also agreed cancel for Free.

Currently, the Booking is unable to be reinstated. If our dear guest need the reservation and you Only can Reebok at the same Hotel. Thank you very much for your kind understanding.

Additionally, could you please inform the refund methods? Whether you want to return to the original credit card?

agoda.com change of heart?

We totally understand that this is not the answer you were expecting but the Hotel as denied to waive the penalty. We apologize for the inconvenience caused.

agoda.com SUPPLIER?

We’re very sorry that we are unable to reinstate your booking, as our supplier can not reinstate this booking due to the system limitation.

CLEARLY, YOU HAVE BEEN LYING TO US. HIDING THAT THE HOTEL HAD CONFIRMED THE REFUND. FIRST ASK FOR OUR CREDIT CARD INFORMATION TO REFUND THEN HAD A CHANGE OF HEART - PUT THE BLAME ON THE HOTEL AND LATER ON, IT'S SUPPLIERS FAULT?

I WANT MY MONEY BACK

The website clearly says we can cancel our booking easy but Its isn't. We contacted the hotel that we book in to cancel but they can't do anything on their behalf unless we ring Agoda. So, we rang them first operator hang up on my husband which is very rude and bad customer service. I rang again and a man answered I was explaining to him that we didn't went to our Agoda account when we made our booking, we went straight to your website but still he keeps insisting we need to provide the right email address which is I understand. We need to ring the property again to find out what was the email address in our booking, so hotel staff told us there wasn't an email provided in our booking. Our booking is in limbo we need to solve this before our arrival. Our booking ID [protected]

I booked a hotel in Daegu, South Korea, using Agoda for 8-10 Dec 2022.

I paid online with credit card more than 60GBP.

When I arrived at the hotel, the hotel did not have my booking, they claimed not to have any relations with Agoda and rejected me form the hotel as it was fully booked.

I contacted the hotel as well using the phone number and the reception did not speak English and simply said: "No Agoda. No Agoda." I again contacted the hotel using the email service through Agoda website and no reply to date.

Agoda custeomer service is giving me automatic replies with fake informaiton.

This is clearly a scum. Agoda has some hotel on their board which you can pay for but they do not correspond to real services.

The first October 2022 I wanted to reserve a room in Mexico City for 3 nights from the 25th to the 28th October 2022 in the 3 -stars hotel del Principado.

The price in Agoda (as other booking sites) was under 60 US dollars per night, in Danish crowns was 390 DKK per night and fully refundable before the 7th of october (see files 01-03).

When I paid the amount was written in 14,338.17 PHP (pesos from Philippines) , probably because lat booking I made with Agoda was in the Philippines.

I paid the amount (Booking ID [protected]) , but because of a ‘system error’ the booking was cancelled. Then I paid again (Booking ID [protected]) and the same thing happened and the booking was cancelled. (see files 04a, 04b, 05a, 05b)

Then I switched to Danish crowns (DKK) and I paid again, but right after I realized that the amount was nearly 11.000 DKK, over 1.500 US dollars, a disproportionate amount and not responding to the real price. Moreover appeared that the amount was no more refundable. (file 06)

During my holyday in Mexico I have been in the Hotel del Principado and at the hotel the cost of a single room was 70 US dollars.

Because of the clear mistake in converting foreign currency I cancelled anyhow the booking (file 07) and I contacted the help center, but they only told me to contact my bank.

I contacted then my bank in Denmark (Nordea Bank) to stop the payment, the made me block my visa card (and had to pay for a new one) , but the amount was however withdrawn from my account on the 7th October.

I paid mistakenly over 1.500 dollars for nothing and I am expecting a full refund

Thanks

Giovanni Del Buon

Hi Team,

I booked through credit card the amount matching with a debited transaction in the credit statement with booking done in agoda portal the booking confirmation page. do you see the property name showing in the credit card transaction while booking I don't see it then who come you expect for credit transaction to show the property name?

I only have the credit card statement which shows both debit and credit transactions. you need to check with your IT team to confirm why the transaction is not showing the property name when customers are booking through agoda portal? you have the glitch on your side and forcing customers to bring the proof which is not available. not a good sign to bring in more customers just to make them run by asking if something is not available.

I am filing the customer case. Let's meet legally. There is no use in sending email to Agoda customer service who are having problems with the platform and asking customers to provide the document which is not available anywhere.

if you book property through credit card which proof you expect me to give credit card transaction or something else?

I first of all don't understand the logic of what you are talking about. It's completely with the intention to loot money from customers you are having the platform which does not show the property name while booking.

The worst service and not educated customer service all together doesn't help customers.

I will be going legally as well as through twitter all the time to make sure not all the customers like me are impacted.

never seen such a worst service from any travel platform. I will never ever book through Agoda again and will not leave customers to get cheated.

I have been a repeat customer with Agoda over the years. I have booked a hotel stay at Phi Phi Island Cabana Hotel with Agoda and paid for the 3 night’s stay. My booking for a deluxe room from Nov 25 – Nov 28, 2022. (Refer to booking confirmation attached).

Upon arrival to Phi Phi Island, I went from the Pier to the hotel and found no one there. Reception was closed, hotel abandoned and only construction workers on site. I tried to speak to them and ask, but they could not speak English. A neighboring restaurant mentioned that the hotel has been completely closed for renovation. I have tried calling Agoda, but the connection was terrible here on the island. I got through once to Agoda agent, but the connection was bad and she was not able to hear me well. Having been stuck on the island with no hotel booking, I spent the next couple of hours trying to book a hotel online, then started walking around with my luggage asking for available rooms. Finally, I got to Phi Phi Harbour view, where they said they had rooms available, I told them about my booking, they mentioned that Phi Phi Cabana is transferring their guests to this hotel; they looked in the system and they said they have my name as a transfer guest from Phi Phi Cabana and I can check in.

What I do not understand, Phi Phi Harbour view was half the price of Phi Phi Cabana when I did my initial booking, their rooms are terrible, the hotel facilities and hygiene is unacceptable. Their internet does not work most of the time. I had to stay the first night and second checked out as I could not stay in this property. It is below any acceptable standard.

What I do not understand, is the fact that Agoda did not inform me about this and took my booking, charged me for the 3 nights in a property that has been closed for renovation. I have attached a couple of photos for the property for your reference.

I need immediate explanation from Agoda on what happened, how do you vet properties you list on your portal? I also need a refund on my credit card for the charge made on this booking.

I am a gold member with Expedia and Booking portal and have not had any similar situation. I can’t believe the inconvenience, loss and struggle that Agoda has inflicted on my trip and my family.

Over the last few years, I've made several bookings on Agoda thinking that I've had a good deal.

However, it is near to impossible to use Agoda Cashback to redeem/offset new bookings. On the payment page, there is no such mention!

Hence, I've lost about S$50 - S$60 not because I didn't travel but Agoda make it impossible for me to redeem my Cashback as partial payment for new booking.

Also how to travel during the COVID19 period of February 2020 till December 2021?

Of course by not being able to redeem the cashback within the stipulated validity period, Agoda will forfeit the amount. More money for its shareholders!

Is this a 'scam'?

I'm currently travelling but not using Agoda as all the reward schemes will only benefit Agoda and not me!

Also, Agoda's FQA does not feature statements on this so-called Agoda cashback.

Can you help please. I booked a hotel today 4th December using agado on my phone booking for the 10th december in Andorra la Vella capital of Andorra - but once the booking went through i checked how to get there and the hotel Refugi del isards is one hour away . Bernat III, 6, Pas de la Casa, Andorra Pas de la Casa, Andorra

I immediately cancelled the booking and wrote the full story on the reason to cancel form - to no avail the site refuses to refund the £53.85 GBP booking ID is [protected]

This hotel was mis-sold no hotel phone number no indication during the booking process of the location other than the initial search criteria i input . The room was back on the market within a few minutes and it’s six days to the booking daya

john.[protected]@icloud.com

I booked a hotel through Agoda and requested for double queen beds.

The reservation confirmed said "room will be alloc rated on arrival"

This is not acceptable.

Agoda did not respond despite repeated calls and emails.

Then my flight was cancelled few hours in advance and I called and informed Agoda as well as the hotel but Agoda refused to refund the amount despite sending them all the proof.

They don't even bother to read the complaint

Agoda Booking ID is [protected]

I booked a room on Agoda.com. i was force to pay before i could get the address of the property. Once i paid i waited for a hour to receive the address. I didnt receive it so immediately contacted the host via the Agoda.com app. They provided a phone number but it was never turned on so i send a message. I response message was sent back telling me i needed to have a pcr test done within 40 hours of staying. I immediately sent a message to agoda to cancel the booking as i didnt have this test complete. I sent my vaccine card to the email provided to the host. Then waited for an hour and half for agoda to respond to me. I explained i dont have and we need to cancel my booking or confirm my vaccine card was efficient. Final after waiting an hour and half agoda help replied to my message. They told me i cant cancel. I told them i have not even received the address of the property and sent my details to rhe host. During this time the host never turned on his phone. I told Agoda.com i dont have and there was no prompt to warn me that the pcr test was required. Nor when i was making the payment not once i was told this pcr test was required. Then i was told in one section tiled "house rules" it was states in there a couple words amongest 500 words plus on house rules. I did not look at that as im a business man and only sleep in the properties i stay at and never cause any problems.

If this pcr test was required the app should of prompt me so im aware not hide it in a small section that no one reads.

I kept texting agoda help message for another 4 hours texting to cancel this booking as i could not provide this test required. They told me they will talk to the host to see of my vaccine card is efficient

The whole time i requested the address as i have paid in full for the booking. Not once they provide. I did not receive the address the complete time from the host or agoda help. Its like it was a scam. I pay in full the soon as i realized i needed this pcr test i immediately contacted and told to cancel or accept my vaccine card. They never confirmed if my vaccine card was accepted nor did they at any point provided me the address of the property i paid in full on. I kept pushing for the address but agoda.com message helpline never sent. They then stopped responding. I was sitting in a 7/11 for approximately 5 hours waiting and texting to get this refunds. No one responded.

Today 'next day' from booking i was sent a cancelation form stating my booking was canceled but no refund due i was a no show. How Can i show up for my booking when i never even received the address or any details of the accommodation. This totally feels like a scam. How can they expect me to arrive to my booking when i domt even know where to go?!

If this pcr test was such a crucial importance the agoda.com application should of prompt me that i must have, to stay or dont book it. Not once i was prompted or warned this was important nor if i didnt have i would not be able to stay. Instead i wasted 5 hours of my life chasing this to be fixed and never to receive the address. I am extremely disappointed as i have spent over P150,000 using agoda.com. im classified as a platinum member and this is how im treated. If i knew this pcr test was required i would of never booked the property.

I kept trying to contact agoda.com but they do not respond. This is like a scam! Take my money and run and no one to this point has responsed to me again

Booking confirmation #: [protected]

Kalle [censored]erberg

We had booked 2 nights at the Anatole [protected] Phố Nhà Chung, Street, Hoàn Kiếm, Hà Nội, Vietnam) in Hanoi, Vietnam from the 25-27th of November 2022. When we arrived, there was construction happening on the floor above us. Apparently it was the pool that was under renovation, but the noise coming from there made it completely impossible to be in our room. Not to mention that we had been travelling all day and were in desperate need of a break. We complained about 6 times to the staff before they told the construction workers to stop. I even suggested that they move us. However, the noise didn't stop for 4 hours. I had already spoken to reception the day before confirming what time we would arrive, so they knew we were coming but decided to rent out the balcony suite anyway, knowing full well that it would be incredibly noisey! I asked for a discount but the hotel only gave me a tote bag as an apology. Considering that the room (which did not look as described either...) was uninhabitable for the majority of our first day, I would like to be refunded for this first day.

Unable to check-in @ proper suites empire damansara. Booking was confirmed by agoda, received no email with address or phone number! Was at proper suites on the 27th nov @1.30pm - no contact person or text message to proceed

Checked into another hotel - royal chulan

Received text message with phone no from proper suites @ 6.49pm - diabolical!

-references [protected], [protected] and [protected]

- booked this hotel RS Hotel in Johor Bahru. Went there the hotel was not in operation at all! We were left in the lurch middle of night without accommodation in a foreign land

- called cust service after the incident on 24/10. She promised to revert on the refund but never called back

- finally resolved a month later after 4 class and many hours wasted

- reported that Agoda should not sell this property on your website, till now it’s still being offered

- refund given as Agoda cash which is useless to me as some bookings I’m unable to use

I booked my hotel booking earlier through Agoda APP as I received a QR code and message when sesrching through Agoda for 10% Dicount by booking through their APP for the first time .Booking number [protected]. The same message was sent to me on my message board once I registered on Agoda"s APP.

I proceeded to book my flight through the APP only to find out Agoda have not honoured the 10% discount. I have provided all the information to Agoda only to be ignored and was told the details and the QR code or the message on my message board I have are not satisfactory. Can you look into this matter as this is very unprofessional when you have offered the discount and now not honouring the discount they have offered.

I made 2 bookings for nov25-26 at 2 different hotels, in different cities. This was my fault. I accept that. Both were prepaid. In the 2nd hotel, I arrived the day after (nov26) and was told my reservation was for nov25. Attempts to cancel or change the booking date was not possible because the date of booking had already lapsed. I was forced to make another booking and pay for the same room for nov26 at a higher rate.