Agoda – Page 20

Hi Team,

This is to notify that the for by booking with Agoda at hotel Hotel Palazzo Delle Stelline had an unpleasant experience. As the room allocated was just above the kitchen or the breakfast area very early in the morning the hotel staff came to the kitchen and started organising the cutlery’s which made so much noise that i could not sleep after a tiring day.

Please refer the video attached. I discussed during my checkout from hotel with the hotel staff and they said since hotel is paid the amount cannot be refunded directly to me and Agoda should be contacted for the same as the claim can be processed through agoda. I request you to please refund the amount for the stay as it was such unpleasant stay that made me feel sick as i could not sleep since the staff came. Walls of the room were so thin i could hear the people in the next room.

For any further queries i can be contacted on +[protected]

Incorrect dates booked by Agoda. On 4th April 2022 I placed a hotel booking in Santorini for 6th-10th July 2022 for a 40th birthday celebration, instead the app reset the dates and booked it for 6th-10th April 2022. I didn’t receive a confirmation email confirming dates. On the very morning of the 7th April 2022 I received a customer survey email asking how my stay is so far in Santorini, at this point my heart was in my mouth and this confused me as I was at home and not at the hotel in Santorini. I suddenly contacted Agoda who mentioned as it’s a non-flexible room I wouldn’t get my money back but they will look into the matter and will contact me back. I received a phone call explaining I need to contact the hotel directly. I did exactly that and the hotel routed me back to Agoda. I spoke to several different agents and sent many emails over different days and was told different things. I am still as of today sending emails to get this resolved but they have responded that I wouldn’t get my money back. I have lost sleep and this has caused so much undue stress. My anxiety has got worse and I am out of pocket of £1,017.33.

The customer service is a shambles and would not book through this company again. I paid over a £1,000 for a 4 night this hotel that I haven't stayed at. I sent Agoda my flight details to confirm my flight to Santorini is booked for July and not April. But again was told no refund is possible due it not being a flexible booking. Iv explained several times the app caused this issue and not receiving an email made matters worse.

Really unhappy and I’m trying everything to get my money back but getting no where.

Booked a pool villa for my family holidays from 10 Apr 22 till 13 Apr 22, two days before check in, Property agent informed to change location, claimed that the swimming pool is not safe to use due to broken tiles. Proceed to check in on 10 Apr at the Replacement unit, but found Replacement unit in poor condition, lack of maintenance for months, facilities not available as per agreed. After rejecting this Replacement unit, call customer service center and by various mail, Agoda respond was to contact the Property agent myself to resolve the issue which I received unfriendly reply from the agent. Agoda did not and was not able to help and ensure that customer is getting what they actual paid for!

While looking for another new place to stay, the same unit that claimed to be unsafe for use appear on Agoda web and available for booking over the same period! Informed such incident to Agoda but they do not care and keep telling me to resolve the issue myself!

I tried to booked and a domestic flight within Japan, last Thursday. I got a booking confirmation from Agoda, payment and booking Id all good.

I called the airline a few times across weekend, they confirm no record.

I logged to agents from Friday until Monday now, I have been passed around that vendor need to confirm, will get back to me. Many lost promised from each agents.

No I want to cancel the flight, I can’t, the agent again promise to double check with vendor.

My flight will be tomorrow, what do they need to check? Why vendor confirmation takes so long since Thursday. My flight Tuesday..

I m really disappointed and I don’t know who to escalate this. I rather use another service.

Wasted my time and my mobile phone. Holding each call for 20 minutes, I made at least 5 calls and follow up emails.

I tried to book accommodation for 13th April but received no confirmation to say the hotel had been booked. I received no email or phone communication about the attempted booking, and had no way of finding what the hotel was called or the address as the website would not allow me to go back. The following day $155 was taken from my account by Prime Hotels Group.

I had been booking hotels for two months in a row from Agoda and I received the so called Platinum member ship.

As a regular “hotel resident”, I used Trip. com most of the time becuz of their deal and also membership.

Unfortunately, even you spent loads of money booking from them and you got a decent title for membership. A random booking from the website is the same as the so called Platinum. I think people are not fool. If you can not provide royal membership etc, just simply don’t remind me every time i make a booking I got the best price than everyone. It is a liar!

Hotel room book under reference #[protected], Tried to call for make the match price as the hotel website offer. After provided the screen shot from hotel website as Agent Jay requested, and got rejected. Called again, second agent took 30mins to go around 5 times verify my profile instead of provide helps, eventually was not helpful. Third time called was hangup directly. Four time called and requested us to send screen shot and bank detail again. Fifth time call, can't help at all. This is now a day Agoda service is, no responsible no procedure no customer service which is very impressed for just handling a small case. Please replied your solution otherwise refund directly if you helpless for the issue.

Specified the dates 15-19th April and was quoted a price of $1660 for this period, $415 a night. Have been charged for the premier suite which is $1660 a night, and $6500 debited from my account.

I am told booking is non-refundable, and this money cannot be returned. Extremely unimpressed and waiting for westpac to dispute the transaction, will complain formally to government authority that it is false and misleading advertising.

I booked Westin Siray Bay Resort & Spa, Phuket - SHA Extra Plus test and go on Monday 4th April to stay 1 night on Thursday 7th April. I gave my card details and got a confirmation.

I applied for the Thai pass. By 6th April I received an email that it was rejected. The reason being stated was:

Dear Ms. SONYA LISA NICHOLLS

Your hotel has rejected your registration in the Thailand Pass system due to incomplete / non-compliance documents. Please contact your hotel directly for more information.

Your Hotel(s):

Westin Siray Bay Resort and Spa Rejected, The hotel has not received payment for your booking, Appointment not found,

However this isn’t true as the hotel had my card details and charged me even though it was the hotel who cancelled. The hotel charged me the full amount. That would have been impossible without my card details and permission.

I am not happy about this at all. We wanted to go on this trip.

My email is: [protected]@hotmail.co.uk

I booked a studio in Dubai my Agoda id [protected] they are not refunding my money they are claiming that they have done it. I sent my bank statement to them but till now no refund has been done. This is clear case of fraud. I need my refund immediately.

The booking was 2nd march 2022

This is highly unprofessional & bad customer service on behalf of Agoda team

I am a platinum member of Agoda & this is unacceptable attitude.

I need my money to be refunded.

I made a booking on the 6th of March

For 1st-3rd of April for Milano serviced appartments

This was booked as a birthday gift for a weekend away with a friend

I did not realise payment was to be made by the 26th of March so take on board that it was my fault for that

But when I received the email I didn’t see it till the 27 of March booking was not canceled and I messaged the hotel as that was the only option I had and I asked if I could make the payment the next day 28th of March

They replied and said it was absolutely fine

When I woke up Monday morning and went to make payment my booking was canceled

I called Milano and asked them why my booking was canceled as they replied it was absolutely fine

The lady I spoke to said she replied to my message and the cancellation was not on them it was canceled by agota and she was unsure why

I asked her if I could have the same booking and pay for it but somehow in such short time that booking was not available anymore

But I could re book but the price and all that was included I couldn’t get I was upset but said I would take it and pay but when she looked they only had Friday night available and that was not going to work as I had booked other things for the weekend and needed both nights

I was so upset and stressed and needed to find something else at such short notice

I did find something but I have paid more then I originally budgeted for

Teresa petricevic

booking ID is [protected]

Hi Team,

I have a very hard time with Agoda support which is unable to provide me the accommodation on what I paid for above booking. With Multiples of calls and follow up with Agoda, now the team is advising me to cancel this booking as they cannot contact the property.

Well this is too late for us and we cannot get similar place on similar price. unless we pay more than 3x due to the date is coming closer day by day.

After the booking, I did not see the Street address of the property. So I had online chat with Agoda and the chat assistance referred me to send message which will be delivered to Property.

Have sent message 25 and 26 of March where I cannot get any response. Finally I have to call Agoda support on 28 March 2022. The support team advised that they will contact with property and get back. The team also advised me that Agoda will organize similar property within the 1 km of distance from current booking which unfortunately did not happen. The team is now advising to cancel booking with full refund. On the top of that they are giving me approximate one night of accommodation. At this time we cannot get any other places with same price adding the money provided by Agoda.

The team also advised that they did search on similar area and could not find any accommodations while I found already in the same suburb which I have pasted in below. We need Agoda to resolve this issue with organizing booking at that place.

Kind Regards,

Ganga Ram Manandhar

[protected]

Good morning. I've had good service delivery from Agoda, but something needs to be done by all institutions like Agoda... Please do your homework before believing and advertising the pictures and included ammenities from establishments, because it can be very embarrasing for Agoda's reputation. We booked at Thatchfoord Lodge and this is definitely not a 3 to 4 star establishment! Weeds all over the grass, buildings not in a good maintained state - poor maintenance, poor service delivery - paid for an airconditioned room - broken aircon and the host decided that the guests can go without one, because "it is not hot, poor management skills - no toilet paper in the bathroom, poor interaction with guests! Guest got to choose bacon and toast for breakfast, received everything else, accept the bacon and toast. Room temperature yogurt served. Fruit salad - 1 x piece of paw-paw and lots of melon - that was the fruit salad. Please get the establishment to change their advertisement and lower the prices drastically!

Dear Complaints board, I have booked an apartment with agoda some months ago for £430.57. I have tried on multiple occassions, with two cards to pay the balance off the apartment I reserved.

1) I was sent a link by agoda to pay for my holiday in us dollars. Apartamentos La Penita

pink star-5

PAY NOW

despite my original purchase price being £430.57, if I had on paid on the us dollar link I would have paid agoda £70 extra for my stay. This is not acceptable and I can forward the email if required. I then went on my origanal link for £430.57 in GBP to pay, and what a surprise it did not work.

2) I tried two working cards a visa debit and visa credit card, the payment was declined in GBP.

3) I believe agoda have done this to cancel the booking to sell the accommodation at a higher price. as my bank was clear

Thank you so much for waiting

Please be informed that industry changes relating to PSD2 Strong Customer Authentication regulation have come into effect, meaning additional payment checks are required. Although the merchant has been advised as to how to proceed with the transaction, they have not done so. The recommended course of action is to contact the merchant and request they reprocess the payment.

22:19

Mrityunjay - 22:19

Hello Agoda,

I have contacted Atome about my refund and they have advised me to reach to you directly - again regarding this matter.

Please advise if Agoda has initiated the refund for my booking - Booking ID [protected], so that Atome could cancel my transaction and refund to me accordingly.

Please be informed that today is the 20th day after Agoda has successfully cancelled my booking as per below email.

Please advise what is the next step.

Thanks and regards,

Fadzlette

On Thu, 3 Mar 2022 at 18:07, Agoda Customer Service wrote:

Dear ADIBAH BINTI AHMAD,

Greetings from Agoda!

With reference to your booking ID [protected] as detailed below:

Hotel: Hotel Anggerik Impian

Room Type: Standard Room - Single Bed

City/Country: Kuala Berang/Malaysia

Arrival: March 4, 2022

Departure: March 5, 2022

Thank you for reaching us.

We are happy to inform you that our booking partner have successfully canceled your booking free of charge.

The refund amount of MYR 126.14 will be processed back to the original payment method, once the cancellation is reflected on our system.

The cancellation email will be sent to you later.

Please feel free to let us know if you have additional questions.

Regards,

Dennis

Agoda Customer Experience Group

___________________________________

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*For security purposes, never send your credit card details via email. Agoda will only accept credit card details on the phone or via our secure link.

*To contact Agoda Customer Support to make a new help request, please visit www.agoda.com/booking or use the Agoda app to view or modify your bookings.

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This email was sent by: Agoda Company Pte, Ltd., 30 Cecil Street Prudential Tower #19-08, Singapore, 049712, Singapore

On 03/03/2022 5:42 pm, From: wrote:

> Email Address : nur.[protected]@gmail.com

> Booking ID : [protected]

> Time : 2022-03-03T09:38:47.289Z

> Short summary : Hotel approved free waiver for cancellation

> Message :

> Hi,

>

> I have contacted the hotel for cancellation and they have approved the cancellation with cancellation fee waiver.

>

> Please advise further.

>

> Thanks Agoda.

________________________________

This message is confidential and is for the sole use of the intended recipient(s). It may also be privileged or otherwise protected by copyright or other legal rules. If you have received it by mistake please let us know by reply email and delete it from your system. It is prohibited to copy this message or disclose its content to anyone. Any confidentiality or privilege is not waived or lost by any mistaken delivery or unauthorized disclosure of the message. All messages sent to and from Agoda may be monitored to ensure compliance with company policies, to protect the company's interests and to remove potential malware. Electronic messages may be intercepted, amended, lost or deleted, or contain viruses.

I wanted to change my payment method so I could gain points on my loyalty program and enter a competition I was given information by the consultant that I could but only when the system sent out an email when it rejected the initial one. this eventuated, and I wasn't able to change. I have since been trying to speak to someone resolving this and and am hold for 2 hours + horrible experience do not use this company. I was promised phone calls from supervisors in writing which never happened. just overall not for customer service.

RE: Cancelled Reservation Booking ID [protected] -Colour Cube Guest House Toronto Downtown East

I made a booking for the above property which was confirmed on [protected] for May [protected] and paid with my MC . I was later contacted by Agoda that the owner could not access my MC. I immediately contacted Westpac bank and I was told that there was no problem. The property was supposed to be paid when I arrive on the sight. The property continued to claim that I would have to give them another card which I agreed. I paid the amount with my other card the amount of $265.60. I did not hear from the property and I was confident that my reservation was in place. I randomly checked my reservation with Agoda to find out that the Colour Cube Guest House Reservation has been cancelled. I was quite concerned that I have not been contacted at all by Agoda about the cancellation of the reservation. This is gravely concerning because we could have turned up at the property on May 26, 2022 and find out that the reservation has been cancelled without our knowledge, then what will happen to us. I am so concerned with this incident that I have lost my confidence with Agoda. When I contacted Agoda number, I have been attended by 2 people who hung up on me. I have used Agoda for accommodations but due to this incident I will think twice to do it again. I will follow up this complaint with the Bureau of Fair Trading here in Australia.

Booking reference number: [protected]

I've been escalating my refund for a cancelled booking that was charged on my account. This was already escalated for 2 weeks now with no resolution.

I provided all the needed documents as proof.

Hi,

As this booking - [protected] had gone through, Subic Waterfront Resort & Hotel had called me to advise that the room is no longer available on the specific date.

We do not wish to upgrade it with extra charge on me nor book on another date as it was never our fault that the hotel did not have the available room nor your system is not updated with the hotel's available rooms.

Thank you

Our booking through agoda is confirmed and the payment was already deducted from my credit card.. we are now in the hotel but they are not allowing us to stay since they couldnt find our booking confirmation from their system…