Agoda – Page 11

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.

Hi,

My reservation number is [protected]. My name is Yuriy Avanesov and my email is [protected]@hotmail.com. I did this reservation online through Agoda website. Upon my arrival on the same day of registration, which was made on 25th of November, 2022, to Extended Stay America hotel in Factoria Washington, I was told by the front desk lady named Kena, that they are doing reservations in advance. But because I did my registration online, I called to Agoda and representative changed day according hotel's rules, which was from 24-25 of November, 2022. It took me 2 hours waiting for Agoda representative to correct the issue. It was around 3 am in the morning, when I was finally able to check in, but by this time I started to have heartache. Because of the long wait time and my health condition, Agoda rep kindly offered me coupon by words to make my experience pleasurable, which I gladly accepted. Even the front desk person Kena, told me that my stay will be covered by Agoda because that is what Agoda agent told her too. The next day I checked my account, but no refund was initiated. So, I called multiple times to Agoda, but agents refused to initiate refund or give me the coupon that I was offered, referring to not seeing notes on my reservation. I outraged with their behavior towards me because Agoda agent forgot to put notes about coupon or refund under my name by mistake, because verbally she ensured me and my partner about that, and also front desk lady Kena heard that and been ensured about coupon (we have been on speaker all the time, so everyone can hear our conversation). The Agoda agents that I spoke with accusing me not telling truth to them, which is completely outrageous, unprofessional and rude, because I was promised the refund or coupon, and I have witnesses, who they can contact too also. Second, my rights as a customer were humiliated, which is not acceptable whatsoever. At that point, I demand my refund in a acceptable form (either monetary or coupon) to be initiated asap because I am completely disappointed by the unprofessional work your company offered to me.

I have a booking at hotel Lemon tree premier Dwarka Booking ID:[protected].Arrival:30/11/2022,Departure :02/12/2022.

Due to medical emergency myself and my spouse are not in a position to travel.

Altough I have made full payment at the time of booking THB 1189.07 dt 20/10/2022.Now requesting to cancell my booking and refund the same to my original mode of payment due medical emergency.I can produce medical prescription for your reference. On contacting hotel management at Dwarka on phone,they have instructed me to contact your travel agent for refund.

kindly resolve my issue at earliest else forward this request to appropiate authority for resolution.

The Agoda

SUBJECT: RAMADA by WYNDHAM ISTANBUL HOTEL BOOKING – REF# [protected]

Dear sir,

Yesterday at about 22:50 Pakistan Time, I was searing suitable hotel in Istanbul through Agoda App for my trip from 29th Nov to 2nd Dec, 2022 when Ramada Hotel flash, I click to know the details of said hotel. Unfortunately, my thumb clicks the button of book. As my debit card already saved in the app, within second, Rs.75,212.89 (US$ 334) charged from my account for booking of 20th to 22nd Nov, 2022. This is very unfortunate for me. Neither any permission nor any OPTP password sent to me for confirmation of my intention of booking. I am still in Pakistan

I immediately sent a message through your application; you can confirm from your record. I called the Ramada Hotel at 23:19 Pakistan time. They asked me to call in morning time. Later on, till this time, I sent different messages from time to time through App, Facebook, Email but you failed to reply even a single message. This is very much disappointing / unfortunate for me and for a multinational company like Agoda.

My contention is based on the following grounds:

1) I am still in Pakistan and have confirmed booking of 29th April on PIA Flight PK-707.

2) The hotel booking on a "single click" done mistakenly.

3) Hotel booking of 20th Nov, 2022 is being done at 22:50 Pak Time when whole day as per law, is being closed.

4) No confirmation or OPTP Password sent to me.

5) I did not stay in hotel.

In view of the above, it is requested that said amount may kindly be refunded to me immediately in my account. Due to nice cooperation and prompt response of Ramada Hotel, Taksim, Istanbul, me and my wife that decided that we shall stay there from 29th November to 2nd December, 2022 for booking of hotel and option is available at your App for 3 nights stay with Rs.30,630/-

Thanks and Best Regards,

Muhammad Babar Ikram

[protected]@gmail.com

Cell No.[protected]

C.C.

i. The Ramada by Wyndham Istanbul Taksim. Thanks for Nice Cooperation.

ii. The Expedia.

Hi,

My name is Maria Nahlik, I made a hotel reseration with Agoda - booking ID [protected].

I did have an unexpected event which made my trip impossible - and, despite the fact that my reservation is non-refundable - I found on Agoda's website a process that does provide the possibility to cancel/refund a reservation IF THE PROPERY AGREES.

This is a perfectly clearly defined process, the steps for cancellation - despite the non-refundable nature - are clearly stated and available on Agoda's website.

I do place this complaint because the behaviour of Agoda was below any ethical standard. Not only did they not process my request, but they continuously lied about their actions and invoked repeatedly untrue reasons in order to refuse the refund.

Here is the sequence of events:

1) As I said above, I made a non-refundable reservation (booking ID [protected]), and, due to an unexpected medical condition, I was obliged to cancel soon after this.

2) On Agoda's website, there is an option to apply for cancellation even if the reservation has been non-refundable; however, in this case, the refund DEPENDS ON THE PROPERTY'S CONSENT. At a short time after I placed my request, Agoda answered that 'the property refused the cancellaion'. I talked to the hotel by phone, Agoda NEVER sent an inquiry. In other words, the answer from Agoda to me was a pure lie.

3) Still hoping that it was only a glitch in their system, I repeated step 2. I got the same mail, stating that the property declined the cancellation. I checked again with the hotel, this was again not true. They never contacted the hotel, but denied the refund in the name of the hotel - this was - again - a lie.

4) I called Agoda's customer service and explained that due to unexpected circumstances, I need to cancel. The customer service rep stated again, clealry, that there is NO PROBLEM, she will contact the hotel, and if the hotel agrees, Agoda will cancel. After a while I called the hotel again - nobody from Agoda contacted them, but I received again a refusal to cancel from Agoda invoking the same lie. At this point, I did realise that the business practice of Agoda is of an unacceptably low ethical quality.

5) So, as a last resort, I forwarded them (Agoda) directly the email from the hotel, WITH THE CLEAR CONSENT OF THE HOTEL to cancel.

Instead of proceeding according to their own processes and according to their thrice committed action, Agoda did not hold their promise again. Moreover, they did try a different route to avoid the cancellation, by asking for a complex medical documentation. This - despite the whole history above, where a medical certificate was never mentioned. And, as we know by now, a medical condition is NOT a condition to cancel, since the hotel DID agree to the cancellation.

Agoda may assume at this point that I will give up and swallow hard. And, given that I just was diagnosed with a tumor - no, I decided not to leave things simply unresolved. Their behaviour is much too revolting. Sorry to be blunt: only thieves develop this smooth skill to deceive and mislead.

To recap:

(a) the process of cancellation of Agoda is defined as possible even in the case of non-refundable reservations; however with the condition of a consent from the hotel. (in this case NOT conditioned by a medical certificate). Since they are not respecting this process, they either lie about the process, or refuse to follow it.

b) they are stating untrue facts - namely that they did contact the hotel for a confirmation, which they never did.

I kindly ask you to review this situation, help with the refund of my reservation, and - hopefully - influence (clean up) the business practices of Agoda.

Best Regards,

Maria Nahlik

Booking ID [protected], reference ID [protected]. When I arrived at 'The Alana Yogyakarta Hotel' on Nov 18th around 5pm, receptionist told me that there was a mistake in the type of room that they prepared for me. Instead of Executive Suite room that I have booked, they have prepared Executive Club room. They explained that the mistake was due to the miscoordination between Agoda and MS Holiday. The manager on duty arrogantly rejected my explanations although I have showed him that Agoda has confrmed my Executive Suite Room. Since I have drove 5 hrs by car, I'm tired and I needed to be on important webinar meeting within 1 hour, I decided to move to another hotel and decided to file a complaint by phone to Agoda. An hour later, I noticed that my booking was cancelled and refunded without my confirmation. The refund was not my decission and not my aim, but I need to know where the problem lies as this never happened to me with Agoda. As a customer, I never know MS Holiday, all I know is Agoda and Alana Hotel in this case. Therefore, pls explain where the problem lies and how my experience may technically happened, and how to prevent that happening again in the future. Thank you

OYO 343 Wanna Marine, Phuket, Thailand

Paid for 2 night room on agoda, upon arrival we immediately knew it was a shady establishment. The lady behind the counter insisted that we had not paid yet my booking confirmation was clear that we had paid and confirmed a 2 night stay. The confirmation said no chance of refund and the lady was saying they had no rooms. So I decided to pull my phone out and take a video to back my story up for when I wanted to take action via agoda customer service. As soon as I started filming she starting claiming that this was infact not oyo wanna marine hotel and that she did have rooms for us. Than she calls over this big dude who was telling me no problem no problem just pay for another room with us. So of course I was frustrated, I began to say “I do not want to stay here, im leaving, your scamming me” and than the big dude chased us out yelling he was going to cut my tourist head off.

Absolute worst experience with hotel in my life and I would recommend to anyone to stay as far as you can from this scam artist, and there ridiculous management.

I also still have the video of her lying to us if needed I can send to anyone who wants to see it.

Hi

can you check my 2 bookings

[protected]- how come you automatically deduct from my credit card & it say no cancellation or changes can be done.When I made my booking I see to it that I can change the dates or cancel which I think as an option.

same with my other booking [protected] same thing you deducted the amount automatically. Is this a scam ?

I booked a double standard room with Agoda but not a double standard room with share bathroom!

now they gave me a double standard room with shared bathroom. this is disgusting!

You can see the attachment and you will know what I am saying. The attachment down there show the conversation of me and the customer service and they did admit they do wrong.

I made reservation for hotel in Bali. Where, from the beginning, Agoda was guaranteeing the price in IDR currency, and total costs were also specified by the app.

Price: IDR 18 602 217

It was also written clearly that I will be charged in equivalent of mentioned amount in EUR.

However, Agoda add their own commission for this and charge me extra 148 euro.

They told me that Bloomberg exchange rate was used to proceed my payment. EUR/IDR

So I checked Bloomberg data from day of payment - 8.11.2022 and made recalculation of Equivalent amount

Price: IDR 18 602 217 (price guranteed by Agoda).

1Euro = 15668 IDR (Bloomberg data 8.11.2022)

XEuro = 18 602 217 IDR

X = 1187,3 Euro - total amount to pay for booking

However, Agoda charged me 1334 euro.

Agoda is trying to play the games that EUR/IDR rate has change since the day of booking. But Rate of EUR/IDR almost didn’t change from June 2022 - month of reservation till the day of payment. (FYI: Euro is major currency, and movement of the EUR/IDR pair from last months was equal to 500 pips - it’s approx. 0.03 euro.

To sum up: Agoda is not using hidden exchange commissions which are topping up their business.