Agoda

Good morning
I submitted a complaint on the 6th August.
I have not received a response as yet?
Could you please update me on the progress of my complaint.
I booked a London hotel which was of very poor standard. The hotel was advertised as a quality hotel.
I was extremely disappointed with my booking through Agoda and made an immediate complaint which I have not yet received a response for.
Kind regards
Lisa Williams

I payed for my daughter to stay there two days as my son died it was discusting I have photos to prove it she could not even eat there it was so dirty also the window was broke and wouldn't shut, the whole room was dirty so was kettle and cups I would like a full refund or another place thay can go and stay, this hotel should not be recommend to anyone disgusting thay went on the 24th August Friday night till Sunday could not eat anything there in there best room 108

On the 16th Aug I attempted to book a hotel through Agoda website - The Harbour Gardens Tourist Inn. A hotel in Tagbilaran, Bohol, PHP Using the standard Agoda online system I filled the online form for dates of Sept 7-9 but in payment section of booking webpage both my cards although valid were refused ---- and no Booking number was issued - so as Agode denied my payment I had to close the webpage, then called the hotel direct and made booking myself by phone - same dates

However I now discover that a PAYMENT was taken from my BPI Amore pre-paid card # [protected] on that day the 16th Aug - the sum of 2, 633.82 PHP Pesos - which coincidentally is the exact amount of that booking. I have no confirmation and no booking number, please use the card number and find the payment Agoda system took from the account and the hotel denies any booking from Agoda in my name

This is the issue I wish to resolve - please locate this payment and refund to my account. Sincerely - Robert Coxon is my name and also the name on my card Agoda debited

All attempts to speak to anyone at Agoda without an ID number have failed therefore it is a fraud to take payment without service and deny me contact with Agoda representatives

- I made a booking on the Agoda website

- I realized within a few minutes that I got the check-in date wrong which added an extra night to my booking

- I went back on the Agoda website and followed the on-screen instructions for amending my booking, including re-entering my credit card details.

- I then received an email from Agoda confirming the amended booking and the correct amount my credit card will be charged.

- When I checked in the hotel a week later I was informed by the hotel that I'd booked my room twice and they couldn't do anything about it.

- I contacted Agoda by e-mail and here is the gist of their answer:

"We would like to inform you that there is a additional charge for amending of dates from Aug 7-12, 2018 to Aug 8-13, 2018. Please note as per cancellation policy This booking is Non-Refundable and cannot be amended or modified., If you fail to arrive or cancel the booking, no refund will be given that is why you have an additional of GBP 171.72."

In other words, for a booking costing GBP 150 they arbitrarily charged me an extra GBP 171.72 (actually GBP 179 on my credit card statement>>>) for daring to modify my checking in date by 24 hours! Thank you Agoda!

I tried calling them but either I was kept waiting 20mns + until I hung up or the call dropped suddenly. The support department offers no help other than sending the same standard e-mail.

I've been an Agoda client for around 10 years with on average 5 bookings a year, never again!

To Agoda Customer Service,

Your gift card of equivalent amount is not acceptable. If the hotel agreed to refund cancellation fee then full cash amount must be refunded to my credit card account ending in 8623.

This is the only just, correct and customer oriented response and compensation.

The fact that you charged my card without notification nor advice is improper. The fact that the hotel agreed to free cancellation means my money should be returned back to me. NOt to be used by Agoda and NOT for replacement of gift card which I have no use of in the near future. This is another terrible marketing ploy.

Please advice your management about this and to reverse and return charges to my credit card.

Booking ID [protected]
I made a booking for two rooms at Hotel Rivinka Kataragama to stay on 25th Saturday night for one night and when arrived the hotel was closed and ceased trading two months ago. Dissapointed and surprised with your service and still this closed hotel is in your web. We travelled nearly 300 km from Colombo and went on our annual pilgrimage. We couldnt find a Hotel nearby and returned to Colombo without worshipping. I have paid the full amount to Agoda ($ 140-18) from my Amex credit card.
I am a well known person in Sri Lanka (google my name) with a very busy schedule and unable to go to Kataragama until next year. We buddhist go to sacred Kataragama every year. This is a case which I could take LEGAL ACTION and also could write to media about AGODAs dissapointed service. This is the second time that Agoda dissapointed me. Awaiting for your explanation.

Booking Reference - [protected]

I booked 4 nights at the Library Hotel New York from 11th - 15th September 2018.

The total price quoted included tax and services of $503.49 was £2, 624.24 GBP. Equivalent of 3, 726.50 USD. On pay date of 26th August 2018 being today.

The exchange rate today 26th August is 1 dollar = 0.78 pound sterling. This equates to £2, 901.12.

My credit card has been charged todaywith £3, 043.81.

This being £137.14 more than today's exchange rate.

To have it confirmed on the booking confirmation as £2, 624.24 and be charged £3, 043.81 is £419.57 more than original confirmation.

I have tried numerous times calling customer support to no avail.

Please confirm how you reach these figures, if I do not receive a satisfactory reply I will be taking this to watchdog for misleading prices.

Regards

Geraldine Lowrey

I booked a hotel in Rome via Agoda - clearly a mistake - the Hotel in Rome is not responding to emails nor messages for late arrival & Agoda is not picking up nor there is an email nor even the common sense of following up if a costumer is submitting a notification/ message & no response. Why should anyone book through Agoda if there is no costumer service?

It problem which cause wrong accommodation date book taken so long since 10th august 2018 not resolved spoken to the satisfaction team not happy need to speak to the highest authority executive director asap to resolve asap spoken to alot of people thats made this worse caused alot physical, emotional, mental stress please contact agoda asap read all emails recordings etc etc etc

I booked through Agoda two rooms at the same hotel and paid in advance using my bank account. I was with my family and having travelled by car a long distance first thing on our mind was to go to the hotel and rest.

So, we arrived at the hotel I already PAID for checking my bank account already got deducted the payment. When we arrived at the hotel middle of the night we were told they cannot accept the entry before Agoda could send the confirmation. We waited an hour but Agoda never fulfilled its loyalty to provide the confirmation and there we were stranded with no service which was already paid to Agoda and also had to look for a new hotel in middle of the night.

After complaining to Agoda I was offered 100usd for compensation where I paid almost 300usd then I was told the money was never deducted from my account although this was proved twice and then Agoda confirmed it was refunded back to me. However, the case was Agoda took my money never offered the service and also never took care of the case to offer any understanding or compensation or how I was treated.

In the end after proving Agoda was wrong they confirmed the money was deducted and simple apology. Ohh and also the first 100usd offered was never fulfilled either :)) so the conclusion is this service is absolute [censored]E and I do not recommend to anyone to use this scam service of Agoda

Formal grivence complaint

I have been offered a gift card voucher after I cancelled my reservations I can not book any hotel of my choice as I am limited to choice due to gift card only accepted by some hotels which is very upsetting as I can't book what I want
Can someone call me on my number to sort this out as I am running out of time and I can't book anymore hotel rooms

Mobile number [protected]
[protected]@hotmail.co.uk

I stayed at the gran torre catalunya hotel barcelona
I had booked from 20 to 23 august but was delayed so got there on the 21 august I had informed the hotel but they changed me for the night missed I had informed them 48 hours before they said I should have informed agoda buts it's impossible to find a working email for this company,

My main complaint is the hotel was advertise as having a healthy suit when I arrived I was informed that this was closed due to building works I would not have booked this hotel if i've been aware of the situation I know time was I offered any compensation for the inconvenience

I have been trying to complain to the company for the last two days but email don't work

Thanks

Trevoratterton

First of all you guys charged my card when I am just browsing the selections. Mind you I have not even clicked confirmed booking. And my card is already charged.

Your customer service has promised to call back at 11:30am Perth time. And yet I am still waiting. There is no way to get in touch with you guys to enquire about the deducted funds. Please return the funds to my account as I am going to book via somewhere else. (I don't want the refund to be in any credits).

So efficient in charging your customer's card but so inefficient in returning the money. Please have abit of decency as we are using the money to book another accommodation not via Agoda.

After booking through agoda for a room which was meant to be a double but wasn't it was a twin had no games room wifi or lift yet agoda claims it had now you cannot talk with agoda. I will never use them again. there website fools you into a false sense of organisation and reputable hotels but now it's been 3 times they have screwed me over worst company on the planet

This is Reynaldo Garcia requesting to cancel my booking at my home vigan hotel, vigan city ilocos sur with ID #[protected] AND ID# [protected] email add [protected]@yahoo.com.ph contact # [protected]...my booking was on aug.25-26, 2018please cancel it asap

i do make a call many times with their customer service representative but no one answer my call

On 10 June 2018, I booked accommodation through Agoda for 2-5 August 2018. This booking was made as a "Book Now, Pay Later" agreement with nothing to pay until 29 July 2018, and allowed for free cancellation up until that date.

On 14 July 2018 (two weeks prior to the cancellation due date), I cancelled the booking using Agoda Self Service, understanding I would pay nothing for the cancellation and that my credit card would not be charged. I received an email confirming the reservation had been cancelled.

Despite cancelling the booking and receiving email confirmation of this, on 1 August Agoda charged to my credit card the full amount for 3 night's accommodation.

Emails between myself and Agoda have failed to result in my money being returned, and I am unable to speak to anyone at Agoda about it as Agoda has deemed my complaint "concluded".

I booked a Hotem Sangam room from 15 August 2018 to 18 August 2018 at Trichy Tamilnadu India. Due to a sudden heart condition, my doctor's advised me not to travel to India from Singapore. I was admitted to hospital on 8 August 2018 and discharged on 15 August 2018.

During my stay at the hospital, I called Hotel Sangam and asked the staff to cancen my room booking. He did not tell me to inform Agoda about this.

My recent credit card statement shows that a payment of $261.07 have been deducted by Agoda although I did not stay at the hotel.

Trying to get Agoda customer care is a nightmare and I would advise all customers to be vary about Agoda services.

Hi, i tried to made a booking via agoda.com, everything was ok till finally i confirmed my payment using my debit card. Unfortunately, i received an email from agoda that my booking was cancelled due to system error. What happened to the payment that was deducted to my account? How can i revert my money? hope to hear from you soon. My booking id was [protected]

I booked one night at Kiba hotel on Friday night (Saturday early morning) at about 0015, at 0615 on the Saturday morning I cancelled the booking and rebooked the next day as I'd realised my initial mistake in booking for 6th September instead of the 7th like we needed. I'd tried to amend the booking, but was told I'd be charged more than the cost of the original booking in order to do so, so I thought the best option would be to cancel, refund and rebook. The law states that a consumer is entitled to a 14 day cool off period, whether purchasing a physical product or a service, with a full refund (so long as no service has been requested to be used within that time frame). My cancellation was made a mere 6 hours after the original booking, so I should most definitely be entitled to a full refund. The payment was not even pending with the bank by the time I'd cancelled so there is no way that I should be charged. I am requesting a full, and prompt refund. Thank you. I appreciate your cooperation.

We booked an apartment in France for 2 nights, booking ref [protected]. The website clearly stated free cancellation. There was no mention that a deposit would be taken. A significant deposit, £64.98, was taken.
The booking was cancelled on time. An email from Agoda when we cancelled on 11July said there was free cancellation. The deposit has not been returned.
Agoda does not reply to communications.