Agoda

I received a booking confirmation from Expedia for a reservation at our glamping site, arrival date Friday 16 Feb 2024. The booking was for a pod without a hot tub.

However, when the guests arrived to celebrate their anniversary, they were upset not to have a hot tub and I was fully booked so could not move them.

I then found out they had actually booked through Agoda - I have never listed my property on this site, nor did I give them permission to list my property.

So I looked up my property on their site and saw that the information they have up is totally misleading and not at all clear 0 in fact it's basically incorrect. And because I haven't actually signed up with Agoda, I have no way of logging on to correct the information.

I contacted Expedia, but they say that Agoda is not a partner business - they were also NOT impressed with the situation.

REVIEW OF THE HYATT WILD OAK RANCH AND AGODA THIRD PARTY BOOKING SITE:

While staying at the Hyatt resort Wild Oak Ranch in San Antonio my sister had an incredible 4-day getaway! The staff went above and beyond to be accommodating and helpful. We ended up extending our stay, and as such, needed to change rooms. They allowed us to leave our luggage in the room, and had their staff transfer everything. They also did it in record time. The bartender / waitress, who hails from Mexico, was one of the sweetest people we've ever encountered. I could not say enough about the Hyatt Wild Oak Ranch in San Antonio Texas. We stayed at their sister facility, the Hyatt Hill Country resort a few years ago, and it would be fair to say that they were very similar, although the Wild Oak Ranch was on a smaller, but more “personal” scale. Both facilities are incredible! Highly Recommend!

The only downside of our trip was booking with Agoda. I had booked the initial reservations from Boston, and apparently, we were on my husband's google website. As such, agoda put my husband's name as lead guest and repeatedly told us they would not allow us to check in, unless my husband, whom was in Boston, was present at check-in in San Antonio Texas, even after agoda acknowledged that the credit card’s used to book the reservations were in my, and my sisters name, respectively. We piggybacked off the initial reservation and booked two more days under my sister's credit card. Again, they were very unaccommodating, and blamed us for booking incorrectly. Agoda's customer service was horrible, even after we complied with writing emails to the company explaining our situation. Their response was that they were sorry, it is the policy, and without my husband's ID we were unable to check into the hotel and would forfeit four prepaid days of reservations at the resort!

It was one mere phone call to the resort’s front desk. I had the pressure to speak with Vivian, and again explained our situation, and agodas response. She indicated that my husband just had to call and they would switch everything over. The staff at the Hyatt was phenomenal, and so was the concierge and I may mention the chocolates they gave us, Priceless!

Agoda customer service really put a damper on what could and should have been a wonderful, stress-free mini vacation between sisters! They had no compassion, or understanding of situations unforeseeable, and clearly, we had no idea, as this was the first time we used their company, as well as the last! They told us it was too bad we would be unable to stay at the resort which was completely paid for in advance. I would never ever book another reservation with this company. Their clear lack of human response or lack of follow-up when they promised to rectify the situation after we had sent numerous emails, at their direction, to the specific email address that they advised us..., well it was OUTRAGOUS AND INCOMPREHENDABLE! After complying with all of their e-mail requests, as told to us do to change the LEAD name on the reservation… I have attached their actual response! Basically, their email back to us was that only the lead name on the initial reservation would be able to check into the resort, and there was nothing they “Agoda” could do to assist us. The ONLY option we had to stay at the resort, with prepaid reservations, was basically to have my husband fly in from Boston and check-in to the resort with his ID. This was all told to us when they could clearly see that it was my sister and my credit card that paid for the reservations in full.

I can only assume it was their intent to re-rent rooms that we had already paid for and that agodo received their compensation for. I have traveled for business and personal reasons my entire life, and have used many third-party booking sites... I HAVE NEVER HAD SUCH A POOR EXPERIENCE WITH ANY ENTITY LIKE AGODA AND WOULD LIKE THIS TO BE A WORD OF WARNING! THE COMPANY IS TERRIBLE, THEIR CUSTOMER SERVICE EMPLOYEES WERE IGORANT TO THE HOTELS POLICY, AND UNCARING OF OUR SITUATION! ALL OF WHICH WAS AN HONEST SILLY ERROR IN BOOKING ON A GOOGLE SITE ASSOCIATED WITH MY HUSBAND. WE NEVER REFERENCED HIS NAME ON ANY RESERVATION! This entire situation caused much worry and duress, all due to agoda. Their website, as attached/noted below, shows that you can change a LEAD NAME! IT does NOT allow you to… IT WAS A TERRIBLE AND SAD EXPERIENCE DEALING WITH RUTHLESS, disrespectful and uncaring PEOPLE with no common sense or empathy! I have attached redacted and actual documents from myself, as well as the response from agoda, and a picture of the OPTION from their actual website, where travelers have the ability to change the parties LEAD NAME ON THE RESERVATION! IT WAS/ IS NOT AN OPTION!

My sincere hope in writing this, in such detail, is that no one ever has to deal with such poor quality customer service, if you can even call it that, and so many issues, headaches, worries, lies, (I could go on forever…) on their next VACATION!

I hope this helps all going forward.

Dear Sir/Madam,

Warm Greetings!

I booked a hotel room at Hotel Fuji, Thamel, Kathmandu for two nights from February 14-16, 2024. And was shown around 80% discount while booking this Hotel Fuji at Thamel Kathmandu. But on reaching here I realized that I was charged around 40% extra..which was not expected from Agoda.. https://fujihotel.com.np/rooms/ And it's unfair, scrupulous, unjust practice not expected from an international organization.

My booking confirmation voucher is also attached.

Thanks

pramod sharma

My booking was confirmed and credit card details provided booking number [protected]. This was booked for work at a price of $219

I had an email to update my credit details which is the same details I had provided at the start of the booking which was the. Confirmed by your services via a email sent to me.

I then reserved an email 8 hrs later stating my booking was cancelled. For no reason. I had never cancelled my booking. It was advised to me less then 24 hrs before my check in period.

I then called the resort who advised me not our problem need to speak to Agoda. The new price for the booking was then raised to 326$

Which is an extra 107$ more than my original booking price.

Through no fault of my own my booking was cancalled. I offered to pay my original $219 and for Agoda to cover the cost of difference as it was a Agoda fault that the booking was cancalled and I was never advised of the cancellation until late in the evening less then 24 hrs before my check in.

If I was travelling overseas I would have been stuck I already have pending bookings with Agoda which Iam thinking of cancelling due to the major problems I have had with Agoda this time around of booking.

The manager did not want to speak to me on the phone I spent 1.5 hrs trying to explain that this is a Agoda issue that they cancalled my booking even though no issue on my end.

This matter will go to consumer affairs in Australia and I will be lodging a claim through them aswell

I accepted Agoda cash as a refund then when tried to use it they wouldn't let me it's a con and fraud so now I have lost my money and they do nothing about it which is completely unacceptable I don't like being robbed by any company and they should not be allowed to get away with this fraud

Hi, I've requested for refund due to wrongly bought a ticket date, but still no response for the respective. How come you cannot refund my money is not last minute ticket, you can advice me to change the date or change destination if you don't want to refund. I already purchased a new ticket for the correct date. So, thats why I request refund my money back. I wrongly bought ticket on 7/3/24 supposed to be 7/2/24. So, they supposed can refund my money back. its not that last minute ticket i bought. I've already contacted the airlines they advice me to get a refund from the third party where i bought the ticket which is Agoda. email : [protected]@yahoo.com

Your help are highly appreciated.

Regards,

Christine

Recently, encounter that Agoda imposed Malaysia Tourism Taxes to any oversea booking except Malaysia. Customer service agents Mr Shah professionally point out Term 8.2.6 and 8.2.7, however it is apply to not Malaysian. Mr Shah also point out we have to get refund from Malaysia Tousrism Board and any query about why Agoda is charging Tourism Taxes to a Malaysian. Booking number #[protected]. Is this the services as a VIP members should enjoy?

Reference the Booking ID, [protected] / JLP9FR in the name of

Mrs Kalpana Rustagi I wish to bring to your attention that the same was cancelled within a couple of hours under the DGCA Zero Cancellation

Policy.

I have been informed by Alliance Air that a Refund of Rs. 2827.00 was initiated in the above regard.

I regret to inform you that I have received a credit of Rs. 1219.65 only.

You are therefore requested to kindly assist in the refund of the balance amount of Rs. 1607.35.

I am a Platinum member of Agoda. I have booked several hotel in your website and have completed most of them and provided accurate reviews of the hotels I stayed in. Recently a few days ago I tried to get in touch with COSY HOTEL in Pattaya to inquire about my booking. My Booking ID is [protected] this will be on Feb 6-8, 2024. I called the hotel directly but the lady on the other end of the line could not understand my inquiry, I was loosing temper so I hanged up and tried the customer service instead. I was furious because I could not talk to a live agent and finally I got the agent named ARFAH I was already upset that time. Before she/he could address my problem I was blocked in the conversation! That was very disrespectful no matter how furious the customer is you have to hear out the problem and not block the conversation. This is the first time it happened to me. You can review my demeanor while using your website this the first that is why I am filing this complaint.

I had to cancel within 5 minutes because I chose the wrong hotel then I canceled it and I called them.They said okay it will be refunded, they even sent me an e-mail. It's been 30 days. They still haven't made my canceled refund and now they're calling and they insistently want me to accept my refund as agodacash. What a shame.

my booking ID [protected]

Amount of Rs.40,110.90 spent on HDFC Bank credit card x 4235.at AGODA-COM THE VENETI 17/01/2024 :23.16 hrs

Amount of Rs,46,748.91 spent on HDFC Bank Card x4235 At AGODA.COM THE VENETI on 17/01/2024:23.30hrs this is the correct amount charged for my booking ID [protected]

But the amount of Rs.40,110.90 the extra charge on my credit card for the same booking, therefore you are requested to refund the said amount to my credit card no x4235 - any other information you require -you can call on my mobile no +[protected] -Kindly confirm and update on my refund thanking you

Paul Lu

I booked my hotel for 19-21st Jan. I rang the company and they said that they are not booked in for me and I gave the the booking number provided and they couldn't find it on their system. I then went onto the Agoda site and now the I have just received a cancellation email and I never even cancelled my booking! What is going on! Booking ID # [protected]

My partner and I stayed at Code Apartments and found a bed bug infestation in our room. We had been experiencing insect bites since the first night we arrived but thought it was just from the insects outside whilst exploring the city. However, we now know these bites were from the bed we were sleeping in. The level of infestation was beyond disgusting as you can see from the attached videos.

The hotel have agreed to refund us for our stay from 8th - 12th Jan as these were the four nights we were in the room, and they have directed us to contact you regarding this.

However, due to the level of disruption this caused; changing apartment rooms to an entirely different floor in the middle of the night, having to wash all our clothes (a year's worth as we are here for 12 months), as well as the ongoing problems and treatment relating to the actual bites, we would like to request a full refund for the duration of our stay (8th-15th).

I'm a regular user of agoda.com & have my card was linked with my account. Today I noticed a transaction of about $445 was made using my credit card that indicates "Intl. e-trxn of BDT 50464.95 was made on card ending 1562 at AGODA.COM SHERATON G Internet DE on 12-Jan-24". The reference number I received for this transaction from my bank is "936417". I have made no such transaction! The booking doesn't even appear on my agoda booking list. It seems my credit card has been leaked by agoda. Even couple of day's back I got this msg but ignored it thinking agoda just verified my account "Intl. e-trxn of BDT .00 was made on card ending 1562 at AGODA-B Internet DE on 30-Dec-23".

Please look into this issue urgently. I did not pay for this booking, this is not my booking, please cancel the booking immediately and refund the money and take action against this fraudulent activity!

Dear Sir/Madam,

Good afternoon.

I did call the Agoda Customer Service Centre to assist on the matter.

During that time, I was helping my sister to book their hotel room.

During the first time (on 17/08/2023), I did not login to Agoda, I book the hotel as a Guest. And my sister's credit card was charged RM536.68 on 20/08/2023.

Unfortunately, we did not receive the booking number/reference, so we expected the booking was not successful and any charges will be refund.

So, on 18 August 2023, we booked again. But this time, I did login using my Gmail before I made any booking. And we did receive the booking number.

For now, we are aware that the first booking that we made, was charged but not yet refunded back to us. So we are requesting a refund for the failed booking we made during the first time, which is RM 536.68.

You also may check on your system for below two emails where no booking sent for RM536.68.

1. [protected]@hotmail.com

2. [protected]@gmail.com

You may refer to the file attached, we were wrongly charged at RM 536.68.

This is the msg I received from Agoda:

Agoda Customer Service Dec 13, 02:30 AM ICT

Message: Thank you for patiently waiting. We apologize for the long wait.

Upon checking on our end, your booking dates are January 1–19, 2024. Just to confirm if I got it correctly, you want to cancel January 9–12, 2024. Is that correct?

We regret to inform you that breakfast is not included in this booking. You may also check your booking confirmation.

Thank you for understanding.

I have made several attempts to cancel my booking for the period from Jan. 9 to Jan. 2, 2024, and to credit my account accordingly. Can you please do so immediately?

Thank you.

Booked location for 21 nights for the sum of £1,003.43.on arrival I was allocated room 536.the room had ripped curtains and was shabby.this raised concerns so I inspected the roof area were the infinity pool was located.the pool water was a dirty green colour ,it certainly was not fit for purpose.the edge of the pool area was rotten rendering the supporting roof beams unsafe.chairs were stacked up and unserviceable.the decorative large plant pots were broken with sharp edges.

Nails were protruding from seating areas,the decking was splintered with sharp edges.the bar area was closed ad used as a storage area.the exit area door was open with bricks resting against it,this area clearly had not been functional for years.the lift it self had dirty Astro turf as flooring- very soiled.I have made a complaint to Agoda who are now ignoring me - evidence provided

Summary of Complaint:

On December 14, 2023, I received an email from Agoda acknowledging a cancellation request for my flight scheduled for December 26, 2023. The email claimed that I initiated the cancellation through the "Manage My Booking" function. However, I categorically deny confirming or authorizing this cancellation.

What I Believe to Be the Case:

During the same period, I had open communication with Agoda regarding a separate flight from Karachi to Doha on December 19, 2023. I explicitly requested not to cancel this flight, and Agoda promptly acknowledged and respected my request. It is my belief that due to a possible oversight or system error, the Agoda team mistakenly associated the communication about the December 19 flight with the December 26 reservation. This error led to the unilateral cancellation of the December 26 flight without my explicit consent, causing this entire episode. Unfortunately, Agoda has chosen to place the blame on me, despite the lack of evidence supporting their claim.

Key Points:

No Explicit Confirmation: At no point did I explicitly confirm or authorize the cancellation of my flight on December 26, 2023. There is no evidence of my explicit consent to cancel this reservation.

Discrepancy in Agoda Policy : Agoda provided an email acknowledging a cancellation request on December 14, 2023. However, this email did not seek or receive my explicit confirmation. In contrast, Agoda promptly respected my explicit communication regarding another flight on December 19, 2023, where I requested not to cancel. How is it possible that Agoda has a policy to confirm cancellation in one instance (the December 19 flight) and to directly cancel in another (December 26th flight)?

Request for Evidence: Throughout our correspondence, I have consistently requested evidence or documentation supporting the claim that I initiated the cancellation request through the "Manage My Booking" function on Agoda's account. Regrettably, such evidence has not been provided. This verifies my claim that the cancellation was done by Agoda itself, not me.

Resolution Requested:

I am seeking a thorough review of this situation, clear evidence supporting Agoda's claim, and a fair resolution to this matter. Specifically, I am requesting reimbursement for the additional expenses incurred due to the cancellation of my original flight as I had to extend one day in Doha and purchase a new return ticket at an increased cost in comparison to the original booking Agoda unilaterally cancelled.

New Flight Ticket (December 27, 2023): QAR 2472

Extended Hotel Stay (One Additional Day in Doha): QAR 148

Total Additional Expenses: QAR 2620

Deducting the refunded amount of QAR 1479.03:

Net Reimbursement Requested: QAR 1140.97

All necessary evidences attached.

Conclusion:

This experience has been highly distressing, and I am filing this complaint to bring attention to the lack of transparency and accountability in Agoda's cancellation process. I hope for a fair and swift resolution to this matter.

Thank you for your attention.

Fahad Paracha

azlan. [protected]@gmail.com

fahad. [protected]@gmail.com

+[protected]

+974-[protected]

Hi, shafiq here. I booked a hotel room in hotel crown inn karachi, booking id was [protected], dec,31to jan 2 for 2 nights.. When I reached the destination with my femeail bussiness colleague for check inn, receptionist asking me to provide our marriage cirtifcad.. I reply we are not husband wife, how can I provide marriage certificate... The receptionist say our hotel polocy is if a male stay with any woman thy provide us marriage cirtifcad defiantly..

So we returen back from hotel and check inn another hotel,

The charged 13196 pkr from my credit card last 4 digt is 6058..

Plz returen my amount...

Thankyou

Booking number [protected] Aura Hotel wellington

Booking number [protected] Halswell hotel wellington

Booking under Jenna Michelle lavender-Seon for the 28th December to the 31st December. The first booking was made with Halswell on the 23rd December. No conformation email was received ever. On the 28th another urget booking was made with Aura hotel because accommodation was needed to be confirmed that day, flying from Kerikeri to Wellington. Both of these bookings are with the same Hotel owners. No conformation was received from them either for the Halswell booking. The payment for this did not show on my credit card until the 29th December. This also made it impossible to confirm a booking. These two hotels have the same contact phone number. They did not answer the phone when we rang several times the morning of the 28th Dec. Their 0800 number was cut of. We could not contact the hotel and you hadn't bothered to confirm the original booking. Now I have bee charged twice for the same accommodation by no fault of our own. We wish a refund for one of the bookings as we feel we have been cheated by over $200 .Awaiting reply