Agoda
Reviews and Complaints

We stayed for 2 nights 25/26 January 2016, based on Agoda reviews, these reviews and the hotels listing on the Agoda site are completely misleading.
The first point is the location is listed as “City Centre” this is a long way from the truth, in fact the hotel is 3 km from the centre of the city down a maze of tiny roads and tracks, the last 150 metres being a dirt track.

We were shown to our “Deluxe Lake View Room” The room was tiny and the only way to see the lake was to lie on the floor as the pitched roof forced the window to be at floor level. There was no table for the kettle, which lived on the floor and coffee cups were perched on a tiny table that rocked and rattled whenever anyone moved. The wardrobe door was broken and rattled when moving about the room, not a single coat hanger was to be found, I asked the staff for some hangers, two hangers were produced. The room description mentioned a desk and seating none of which were in the room. As a desk is a must have for me I asked the staff and after a bit of effort we got a small desk moved into the room. The bathroom was very small and worryingly had several sticks of strong smelling incense burning. There was no towel rack, no toiletries, no hair dryer or any form of exhaust fan.

We decided to take a look around town and were away for several hours. Upon return we entered our room and were hit with the smell of sewage, it was completely overpowering, there was noway we could sleep in this room and made our disappointment clear to the manager, he was polite but clearly knew of the problem and without hesitation offered to move us into another room.

We were moved into the “Deluxe Lake View Room” which in reality has a view of the towns power station. Again there was no desk, toiletries, towel rack, coat hangers, kettle or hair dryer. After asking they were moved from our old room. You might think I am being pedantic but all these items, including several others are mentioned in the room description. Other items listed but not provided are, bathrobes, daily news paper, drinking water and Internet to all rooms. There is no Internet available on the four lower floors. The room was better so we settled in for the night. The room offered a large sliding door opening onto a small balcony as the room got stuffy in the night I tried to open the door to let some air in but it would not budge. We spent a restless night as there is no fan or air-con. In the morning I asked the manager if he could help me with the door and I was told it was broken and could not be opened. I explained due to the warm weather the room was uncomfortable and needed fresh air, he and another guy grudgingly forced the door open. It was clear that the rollers at the bottom of the door had collapsed, a simple thing to fix but it was clear this was not going to happen.

This place was the worst experience of 3 month holiday, we are coming to the end of our holiday and thought we might lash out a bit on a more expensive hotel. We normally stay in $35 to $50 hotels, this place at more than twice our normal budget, never again!

I booked with agoda and decided to cancel. (Booking id [protected]) they're website says free cancellations! This is false advertising. There are no free cancellations. The hotel i booked is not safe. I called customer service for a full refund and i keep getting the run around. The agoda representative says they called the hotel and the hotel can't find my reservation or that agoda needs to send a cancellation request to the hotel so that the hotel can approve my cancellation! That sounds like bull to me. Just cancel my reservation and refund me my money.

I am the regular customer... At the time of booking meal informations are not available any where, after payments done it appears that meals not included agoda booking id...[protected], hotel booking in dubai. Subramani jayasekar kuwait 00965 [protected] [protected]

Dear Sir, With reference to my booking confirmation ID [protected] at Agoda I hereby wish to share that the Hotel King Park Avenue, Agra details provided at Agoda are false. I had done an online booking with Hotel King Park Avenue, Agra for a day through your website-Agoda.com and did the complete online payment on 14th of January. However, when we reached the Hotel midnight with family (wife and kid), our booking was not reflecting in their database. We showed him our confirmed voucher and booking confirmation ID, but, the hotel did not accept the booking and denied straight forward. Strangely he said that he did not knew anything about Agoda.com

On [protected] Agoda double booked us in a hotel in Sri Lanka, Nuwara Eliya, Villa Acacia, and we had no room because of their double booking. The whole town is fully booked! Their response to my email explaining the situation and requesting a refund of my money - $117 - was that I didn't cancel the booking 7 days in advance! We got some help from local hotel, they sent us to another hotel, Lake View which is NO WAY NEAR teh same level. Pretty misreable. I demand a full refund and compensation for our ruined evening. You have caused

I booked (book now pay later option) two rooms with Agoda at Naam Boutique Lodge Port Dickson for the 3.01.2016 till 6.01.2016. Agoda's email was sent on 31.12.2015, at 22.43; " With reference to your Booking ID [protected] as detailed below: Hotel: Naam Boutique Lodge Room Type: Queen City/Country: Port Dickson/Malaysia Arrival: January 3, 2016 Departure: January 6, 2016 We are unable to charge your card. For compliance reasons, we do not keep your credit card details on file. In order for us to charge your card you should either: Contact your bank to allow payment before providing the original card details OR Provide details of a new card." Agoda sent a second email at 01.06, on 1.01.2016. 2 hours 23 mins after the first email, on New Year's celebrations: "As a follow up to our earlier mail, we were unable to charge your card. We had asked you to provide a new credit card so we could proceed in finalizing your reservation. Because we have not heard from you, we are cancelling this booking because we are unable to charge a valid credit card." Question: How can Agoda expects me or any other customer for that matter, to revert to them within 2 hours 23 mins on New Year's Eve (?!?) and in the wee-wee early morning hours?!? I only saw my emails later in the day & called Agoda immediately. A lady Ms Tara or Sara said she could not understand why she could not register with my credit card, she asked me for another credit card, which I gave from another bank, but still in vain & unsuccessful. She said she will call the hotel to ask for the rooms & book them for me. I was to hold the line & she will get back to me. After a very long wait, she got back & said it was booked & that I have to pay at the hotel. If I knew I was to pay at the hotel, I could have called the hotel myself. Agoda should pay for this telephone calls since there is nothing wrong with my credit cards. I have been using them for years & there was never a problem with them until with Agoda now. On 2.01.2016, I had to cancel a room as my mum fell sick. I called Agoda & a gentleman Mr Joy, asked me why & helped me cancelled a room without charges. I am thankful for that. I would not have cancelled it, if it wasn't neccessary. A few minutes later, I got an email from Ms Ordelie Mbemba saying: "Thank you for choosing Booking.com. As you requested, we’ve cancelled the second room of your reservation [protected] at Naam Boutique Lodge. An instant confirmation of this cancellation has been sent to your email address. There are no fees associated with this request. We do apologize for the mistake we did by cancelling both rooms. We reinstate the first room at the same rate. Please feel free to get in touch if you have any questions or concerns. We look forward to having the opportunity of serving you in the near future. Kind regards, Ordelie Mbemba Booking.com Customer Service Team" First, I never chose Booking.com but Agoda! Second, when I got to Naam Boutique Lodge at check-in time 15.00, the receptionist said Agoda had cancelled both rooms & no rooms "re-instated"! I showed her the email from Ms Ordelie Mbemba, from Booking.com. She said she doesn't want to see the email nor it is invalid, as she did not receive any emails from Agoda or from this Ms Ordelia Mbemba from Booking.com on her computer to reinstate a room! I was left stranded. Agoda has been dealing with this business for years, surely, they know how to handle such situations & not give false information to customers. At the end, customers like me are left stranded & nobody takes any responsiblities for anything. Secondly, instead of letting customers wait for long on the line, Agoda should return customers' calls. Extending a discount of 5% for customers' for their next bookings is not a good offer, as disappointed customers like me, will not book with Agoda again. Thank you Yours sincerely, Wan Rohana Ibrahim

I booked room and within few minutes received a message saying my booking was complete. The message also reflected the name of the hotel, room choice and dates booked. Several days later I decided to contact them just to make sure everything is fine with my reservation. And thank goodness I did that, because I was told that for some reason my booking was cancelled. So I had to book again. I tried to book a room for 5 times, but every time my reservation was cancelled. But the most interesting part is that each time you try to book, you are entering your credit card details. So I had entered my credit card information at least 6 times! And every time they took money from me. In the end they gave me a full refund and even offered a 10% discount offer on my next booking. Thanks, but I wont be using this service ever again!

We booked into golden shores motels in gold coast on 12 - 14/12. We were given a room with white noise of more than 70deci. Mind u a normal decibel of an air con shld b 20 to 30 max. Can u imagine we r expected to sleep in the motel for 2 nights with such sound. We didn't stay but to move to other motel as there was no more rooms. We seek agoda to help us to refund the motels we booked through them but they ding dong us to n fro w motel boss - harry. Of course the boss denied as he was not there n uncontactable n his admin said she was just an employee n cannot do anything. We only ask for basic - air con ok, bed ok n toilet clean. That's all. (in fact we stayed in some motels booked thru agoda, there r bed bugs n air con broke dw at night but we managed to settle w the motel boss in cairns to refund. We didnt trouble agoda but do u know how much we had to go thru after 11pm leaving behind our 2 stranded kids in a warm n stuffy room. Trying to check in 7 to 8 motels but no motels to check in as after 4 pm they r all closed. We got to pay more n settle in hotel). What I m trying to say. We r not un reasonable.in the case in golden shores motel. We r bullied n needed help ifnot we will not trouble agoda! That's why every year booking, we book agoda. This is a disappointment. If this case is not treated fairly. I will stop using agoda n inform n spread to others all the inconvenience we had to go thru n we rather book ourselves n pay more n we hold the $ n not to b bullied by foreigners.

I booked a room using Agoda. But that was the worst booking experience ever. When I arrived, they told that there was no reservation made by me. They could not find my name and confirmation number. I immediately called Agoda service and asked about my reservation. The woman on the phone was extremely rude and she put me on hold for 45 minutes. I thought she will call the hotel, but she didn't. I was there and no one called. I told the hotel manager that I already paid for my room. Well, the manager was kind, but he could not do anything. He said that there was no confirmation about that from Agoda. I called them again and gave the phone to the hotel manager. He spoke with them for almost a hour and I finally got my reservation. I was saved thanks to that nice manager. But there was absolutely no help from Agoda.

I have planned a Trip to Thailand Phuket in janaury 2016, as i have heard from friends and family Agoda.com is the best way to make a booking, had i known what I know today, I would never have made my booking though this company. I made a reservation at the bangkok Residence Hotel through Agoda.com - booking ID [protected]. I am not satisfied with this hotel and as a customer I request a full refund as agodas website states. Agoda does not want to give me a refund as they state the hotel policy is no refunds or cancellations. I have also made a better booking though Agoda.com for a better hotel which is also more expensive. If Agoda fails to meet my requirements I will be taking this further with my legal teams as this is thousands of rands we are talking about at the end of the day!

Hi, We booked a hotel on Agoda and when we arrive on the island we discovered that there was no way to reach the hotel other than by private taxi boat for a rate that represented twice the price of our night at the hotel. When checking agoda's website, we found out that there was indeed no indication that the guesthouse was not reachable by any other means. When asking agoda for a refund (knowing that we did not stay there in the end because it was too pricy), they simply refused and offered 10% on a next booking. It is uncacceptable, as consumers we have been minformed.

Agoda's alleged discounts seem allegedly and apparently to be false and to result in customers paying more than the hotel's own published rates. Specifically, I recently booked (number [protected]) a hotel in Olongapo, Philippines, through Agoda. Its website listed the hotel's normal room rate of USA$73.56 for deluxe and $110.35 for Suite; its rates (supposedly guaranteed to be the lowest!) were $27.55 and $44.33. However, the hotel's rates--listed right at the front desk--for those rooms were only 1, 200 pesos and 1, 800 pesos (which at the exchange rate of 46.0 were $26.98 and 39.13 !). This seems to be blatant false advertising. I caution all persons who seek to use Agoda to check first with the hotel itself for its own rates and then compare with the figures on the Agoda website Does Agoda simply make up the rates which a hotel supposedly charges? How can it get the rates so far wrong?! . If this is a widespread practice, then some governmental regulatory enforcement agencies should take corrective and punitive action against Agoda. I will be checking the past several reservations which I made through Agoda and the actual rates of the hotels. In the meantime, I have requested that Agoda refund to me the difference between its (lowest!) rate and the actual rate of the hotel.

Dear Customer Service, My girlfriend and I booked a room for 2 nights at Bich Duyen hotel in HCMC from October 23rd to 25th (booking id [protected]) In the middle of the first night, we had to leave our room urgently as we found out there were bed bugs in our room and my girlfriend had been bitten on her arms, back and legs (see attached pic). Left with no other choice, we were proposed to stay in another hotel room but this incident totally spoiled our weekend. Today, we would like to be reimbursed for the 2 nights that we had paid for. Thank you for your understanding and looking forward to hearing from you. Best regards Gauthier

Dear Customer Service, I booked a room at Bich Duyen hotel in Ho Chi Minh city for 2 nights (my booking id is [protected]). My girlfriend and I had to leave the hotel urgently during the middle of the first night (October 23rd) as we found out that the bed was infected with bedbugs and my girlfriend had been bitten on her arms, back and legs (see attached picture). Our weekend was spoiled after this incident. We are asking to be reimbursed for the 2 nights we were supposed to spend there. Thank you for your understanding and looking forward to hearing from you Kind regards Gauthier

My 18 year old daughter, a student, booked through AGODA for herself and a friend to stay at Monument Apartments in London for one night at a cost of £120.00 (a great deal of money for them to find). She completed the booking form on line completing the boxes requesting adult or children information, they both being over 18 she completed the adult box. She subsequently received confirmation from Agoda and the Apartment owners for the booking. She forwarded photocopy details of her credit card and proof of identity as requested by the Apartment owners in order to receive access information as the Apartments was an automatic access system. It was only when she 'phoned to confirm her credit card details that she was told the Apartment company did not accept bookings from under 25's. She immediately cancelled the booking with AGODA and only after she had done so did it indicate they would not refund her money. Subsequently she has been informed by AGODA they have also taken a cancellation fee form her account. AGODA accepted her booking and she completed the information requested on the on line booking form and it is AGODA who are in breach of their contract as the booking was taken and confirmed and she had completed the booking fomr as requested i.e. Adult or child and it is unreasonable to expect her to second guess that in this case Adult means over 25yrs old. Although she did cancel the booking it was efectively AGODA who had misrepresented the booking conditions in the first place and who were at fault in accepting her booking and she is entitled to a full refund. Booking ID [protected] Name Naomi Keeble Member ID [protected] Hotel - Monument One Apartments London Date of Stay - October 17 to 18th 2015. (one night)

I booked with Agoda.com and after I submitted my card I found out that I have placed the wrong one and I sent them email to tell them that I have an issue with my card and they sent me a new link ... I tried to submit the new card number few hours later but I was shocked that my booking has been cancelled ... I was too disappointed and sent them an email to see what went wrong they just answered me that my booking has been cancelled and I have to rebook again and they can't place my booking because they can't call the hotel as it is not confirmed, , , and I checked their website and there were rooms but the rate went higher I sent them another email telling them that you didn't indicate any deadline and I even called them but I didn't get any reply back ... TOTALLY DISAPPOINTING AND WILL NEVER EVER BOOK WITH THEM AGAIN AND I DONT RECOMMEND ANYONE TO DO SO... Bad service and they even charged my old card with small amount of money to assure the booking

I have booked a reservation at Agoda since July 15, 2015 but I did not receive any confirmation email or they did not contact me even I have been repeatedly told them that I need the confirmation. I proceeded to Surfer's Home in Boracay Sept. 15-18, 2015. My Union bank visa was charged for P 2, 700.00 since Sept. 1, 2015. I'm praying that the authorities would look into this matter. Thank you. Please contact me for updates at +[protected] and or +[protected] and email michelle.[protected]@yahoo.com.

I have booked hill n you (mount abu) from agoda with booking id no - [protected], we went there 4th sept, I reconfirmed it twice with hotel if there is any issue because I was going there on vacation with my 4 month old baby for first time so I wanted to make sure there ain't any problem and when I reached there they said we have a problem with your reservation agoda.com so we wont give you any room.
I had a shock of my life when they told me because I went there on big festivals so I didnt get any rooms.
When I request them and started to talk at the reception we were threatened like we did some robbery at their hotel. The attitude of manager is very rude. I was treated and shouted by him like im some criminal.

He made us wait for an hour. They didnot even have courtesy to ask atleast ladies to sit or offer a glass of water and they dont care if I am with 4 month old baby or not

So im not happy at all with your service of agoda it gives me pain.

I want 50% money back to ease our pain because the hotel you hve changedand given us afer 1 hour fighting not worth 3000 / - rs per day
I have face terrible experience and your executives dint call us and warn and made us wait 1 hour in hotel hillnyou so im also angry and disappointed with agoda.com

On the 21st 07 / 2014 you took out $117. 41 and that is not right because on the 29 / 12 / 2015 you took out @354. 41 for staying at the heathrow hotel bath road middlisex for the 18th 19th and 20th of july 2015 i would appreciate it if you rectify this. Trusting i will have your co - operation.

Mrs jean sanders 31 curtin way greenfields wa.

hi sir/madam,
i may need some help from customer service.
i have booked the vivatel on 30 of july through agoda.com.
but that is some error on system on it, the error was the date of booking.
i did the cancellation after that quickly.
i received the cancellation from agoda customer service too.
but my payment from bank still shows two transaction on it.
what can i do now?
can you kindly please give me some information.
thank you so much.