Agoda – Page 8

Hi,

This situation happened to us recently and should be useful to anyone who has encountered similar event with Agoda. The summarized event is that we requested for a refund on a non-refundable room (careless booking mistake by us), then the room got cancelled and cannot be reinstated nor refunded.

We were searching for a free cancellation with Agoda. There were many sub categories with different room rates on the hotel we chose, and I selected one with a cheap rate. Upon completion of booking, I realized that it was actually a non-refundable room and it has already been paid in full. I was careless while making this booking as I got confused with so many options of the room rates offered, so I emailed to both hotel and Agoda Customer Service ‘CS’ immediately to enquire if it can be refunded, as the room types are still uncertain (due it was pretty late at 2300+hrs).

Hotel replied immediate there is no cancellation fee but advising cancellation is 2 days prior check in and require us to contact Agoda. However, Agoda CS replied that the room we chose was indeed non-refundable as per booking policy and upon checking with the "property" insisted no refund (unknown to us as we are still puzzled till today the transition is between Agoda and Hotel but why become "property")

I contacted via few emails to find out who is the "property" (not knowing it is not referring the hotel) and spoke to 2 different consultants and requested Agoda CS to reinstate the room reservation if that is the case, since payment is completed anyway. Agoda CS then informed us that the Hotel does not allow reinstatement after a booking is cancelled. I pleaded with Agoda CS to allow us to keep the initial reservation, CS responded there is nothing they could do and they have also requested to their Supplier and its turned down by them due to Hotel policy.

We contacted the Hotel directly prior to our stay (total we booked another 4 rooms). Hotel responded that the initial booking was cancelled and did not receive any follow up from Agoda.

We immediately contacted Agoda to inform them the Hotel’s reply. We were also furious to learn of all these as what we were being told by Agoda/ Supplier is contradicting to the Hotel’s response. Even if we could not have our refund back (due to our own booking mistake and as per policy), we could have been allowed to keep the room instead of being told that it is cancelled and cannot be reinstated. The whole sum of amount is forfeited nor can be used for credit.

After this episode, we think it is safer for us in the future to do bookings with agencies who does direct reservations with hotel, instead of through another "unknown property".

My case reference #[protected] check in 15Dec2022 for Centre Point Hotel Pratunam Bangkok of amount SGD 751.50. Cancellation made September 26, 2022.

Hope you can look into it.

Booking from 27 to 29 March 2023 (two nights) Villa Rimba Ubud- booking ID : [protected]

Booking ref n° [protected]

My name is Dan Ohl. I use Agoda for 20 years. I have to share with you my disappointment. When I arrived at the above mentioned establishment, I found no manager at the reception. No manager or receptionist in sight. Only two employees, who can't speak English and whose service ends at 4pm anyway. We are in the middle of the jungle. There will be no staff at night. The air conditioning does not work. The safe doesn't work either. In short, it is impossible to stay in this place. But I am obliged to stay for this night because I have no alternative and the hour advances. I ask for the cancellation of my reservation and a full refund.

gards, Dan Ohl

I had booked a hotel in Iceland with Agoda. They did only supply the Street name. I contacted Agoda by phone and waited on the phone for more than 1 hour in the cold Streets in Reykjavik to find out that Agoda had not business with this place for the last 2 years. Yet they took my money and sent a confirmation email in December 2022. The reservation was for the 17th of March to the 19th of March 2023. The officer told me to book another place and that Agoda will pay for the new accommodation.

I have sent my receipts twice, all my account information and have contacted more than 10Agoda Customer Service

You

Dear MERCEDES VISO,

Greetings from Agoda!

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

Hotel: Vesturgata

Room Type: Apartment 201

City/Country: Reykjavik/Iceland

Arrival: March 17, 2023

Departure: March 19, 2023

We hope you are in good health.

After our conversation during the call, we truly apologize for the inconvenience that has caused you.

This is a written confirmation that we will refund you the difference of 378.88 USD on the one that you paid.

Agoda Customer Service is available around the clock, so please do not hesitate to contact us should you have any further inquiries or concerns.

We greatly appreciate your continued support by choosing Agoda as your preferred online travel partner.

We look forward to hearing from you soon.

Thank you for choosing Agoda!

Regards,

Yan

Agoda Customer Experience Group times and still have not received a refund.

I paid $189 deposit for price freeze. Had 4 days to lock it in. My husband then said don’t do it, we definitely want the room, so I went within 5 minutes to claim the room and price. It said the room type was sold out to pick another room but my $189 deposit would not be applied. I thought it odd(and super beneficial to their profit margins) to sell out so quick so I went to another computer that I wasn’t signed into in their site and looked for the same room at the same hotel and there was a room available at the exact same price. This “price freeze” is a scam! How do I get in touch with them to complain. They confidently have no phone number to call

I booked a hotel for 2 adults and 2 children in dubai all conformed with agoda, then agoda sent the booking confirmation to the grand hayat for 2 adults only although I booked it for 2 adults and 2 children, hotel advised me to contact agoda which I did, they were terrible and asked me I have to cancel my booking and book again and pay extra which is about 250 pounds although my initial booking with them including 4 occupancy, this is fraud and cheating

[protected]@hawaiifamilydental.com

The site and application have been returning error messages when cashback is requested. It tells you to come back later as the site is down and then requires you to click a button that says I understand. Well, I don’t understand anymore as I tried six times in the last month to process my cashback reward. It’s for $205 And change and I’m tired of going to the website to try this over and over. Please credit my account my credit card for $205. These were for stays in Asia from October 2022 all the way through January 2023.

My email address that is registered with Agoda had account issues in March 2021. I can not login to access this email to get any link from Agoda for password adjustment. Something happened to that email and I had to make a new one/change it. I need access to my account to look up hotels for an upcoming trip.

So please change my email to another one on your end.

multiple times of fail attempt when trying to submit "cashback reward."

always got a pop-up message stating "Something when wrong, please try again after 24 hours". i am a frequent user searching for hotel for my business trip. Few cashback rewards which already expired which i didnt report up. i hope your end could help me and not me looking for another option App for my next business trip hotel searching.

We booked a place in Koh Lanta, Thailand (8th- 11th) through Agoda. The booking said it was all confirmed but as we arrived the co-host said there wasn’t a booking. The co-host allowed us to stay to try and sort this situation out. Me and the co-host phoned Agoda on the 8th saying they would get back to us in 24 hours. They did not. We then phoned on the 11th and still nothing. I phoned 5 times and was cut off every time and had to do the whole process again give my details again and again this was over a couple of hours. The host lives out in France and informed the co-host we had to pay them cash as they haven’t received the money from Agoda because the host said they cut ties with Agoda and we should have never been able to book through them. We shouldn’t have been able to book this from the start after getting a confirmed booking we turned up at 8pm and lucky the co-host allowed us to stay. All they keep saying is we will get back to you and the money should be back in within 3-5 days. We are now on the 16th and I haven’t received the refund. I phoned again and it was the same conversation I’ve had 5 times before. “We are looking into this with our dedicated team we will get back to you”. This is really poor from a big company like Agoda.

I have book a honeymoon trip 7 nights stay with title “Perfect Two Bedroom Apartment in Heart of London” through Agoda and I have only one option “book now pay later” when I made the reservation.

Usually we book hotels/unit through Airbnb, we will contact the property through the apps.

But I’m not sure why the owner of the unit WhatsApp me. Perhaps for better communication? So I think it was great that I can reach out to the person in charge directly.

And few days later, he started asking me to place deposit as he told me that the unit is managed by management and the management did not receive deposit from agoda so he has to cancel my stay. In order to hold the stay, we have to bank in 150pound security deposit which is refundable.

However I found it suspicious as I have never encounter such issue asking to place deposit before going to the country. And it has to be paid via a link in email.

I felt it’s suspicious so I approached agoda to ensure this is not a scam. However agoda keep telling me not to make payment to any platform other than theirs.

So I started questioning the owner regarding the protocols. But of course I trusted agoda from the beginning until the end.

But who knows in the end of our discussion, the owner decided not to host me as he said that he said other guest asking him for the same dates. As I refused to place deposit. He will give the chance to other guests.

I feel so helpless and unfair to me. I was in a confuse as agoda asked me not to pay but it brings in consequences of cancelling my unit by owner.

Then I seek help from agoda. Agoda just replied me with robotic sentence. Say refund me and additional agoda cash.

Few emails sent to seek for help but it’s still the same which makes me truly upset and disappointed as I’m a VIP member in agoda and this is our honeymoon trip.

I feel that I have been fooled by agoda. In a short period of time, how could I search for a proper hotel with reasonable price?

It’s a mental torture for us as it takes time for us to communicate with owner (Uk and Malaysia time). The worries and sadness, most importantly sadness.

I truly want a SINCERE APOLOGIES AND COMPENSATION FROM AGODA. Not few sentences to fool me around.

A reputable company Agoda. I’m not sure why you didn’t manage everything properly and today my reservation was cancelled due to agoda didn’t pay unit management deposit. In the end I become the victim of the entire issue.

I booked a hotel for work in March 2023 clicking the pay later option. however they took the money from my account immediately. I complained and I sent them the evidence to prove i have opted for pay later . (I had taken a screen grab) but they haven’t refunded my money and say it will take 30 days! They took the money without my consent. I had to cancel the booking too so i am now out of pocket. Is there any way i can complain. I don’t know fire they can take your money without your consent.

I booked a room today march 10,2023 for march17-19 for 2 nights. the booking said that it was successful, unfortunately when I clicked for the see details, the booking page refreshed and there was no booking logged. This is very alarming since I have been using AGODA for a year now and had no issue. Then this incident arises. I hope they confirm my booking or refund my card.

I reserved a Freeze Price Room #[protected] on Feb 21, 2023 which required me to Pay PHP8,121.55 (about 600+ MYR) as initial deposit and the balance minus deduction is P41,996.53 based on the email confirmation, stating that I havr until March 7,2023 to book or exchange the Prize Freeze. On March 4, 2023, I accessed the Email with the link for this Freezed Price booking, there is only 1 Button on the email which said "View your Freeze Prize" - when I clicked that button it transferred me to the Agoda App, and it opened my Freezed Price booking #[protected], now reflecting my balance to P41, 770.25 and my Paid deposit displayed as P8,121.55. Notice that there is a slight difference in my Outstanding Balance. On the Agoda app, there is only 1 Button named 'Check Availability and Pricing'. And of course, I believe and it showed that I am accessing my Freeze Price booking. It directed me to a page that said "We are holding your Price for 00:19:58", displaying the same travel dates on the same hotel. Everything seemed to be Correct but the Outstanding Price displayed is now P49,891.78, and my Deposit is No Longer reflected! I assumed that since this is Agoda, I trusted that after paying that "new Price: that they will simply deduct it after my Full Payment. But No, they did not! And when I reported this to Agoda's Customer Service on March 5, the agent named "Amira" told me that booking the Freezed Price booking #[protected] is already Cancelled! How on earth would that happen if what I did was to Pay it in full on March 4! What did I pay for then? Upon checking. Agoda app created a NEW BOOKING #[protected] which by default ignored my Deposit for Freezed Price booking #[protected], What a scam! I kept on communicating to AGODA via email and I even sent them a sample recorded video on HOW their app failed to direct me.to my Original Freeze Price Booking which is by the way recorded on March 5 and IS NOT EXPIRED per their app's reminder that I still have 2 days to book it and fully pay it! But AGODA Customer Service would Not acknowledge and Return my lost hard-earned Initial Deposit, and is suggesting to just Cancel the New Booking that their app created, which I already fully paid! They just want me to forget and let go of the malfunction of their Freeze Price booking feature and just throw my PHP8K (that's almost $150!). I have not been able to sleep properly these past few days, I have been in constant communication with them up until almost 2AM. I just wanted a nice hotel for our supposed vacation to Singapore on October, but this is the kind of stress I am getting! I just had a miscarriage last Nov 2022, so me and my family decided to take some time to forget and just travel. I have lots of booking in Agoda from the past and in the near future aside from this, but I have never been more stressed, angered, humiliated, underestimated and sick because I cannot sleep well thinking of this cheating I experienced from Agoda. My husband and I have been fighting lately because of this scam! For us, that PHP8K money, about 600MYR or $150 is too.much to loose just because of AGODA's negligence. I want them held accountable, Please Please help us.

My friend Mr. Ashraf Sattar Adamjee while on a visit from Pakistan booked a "Guest House" with the ID# [protected] from Agoda's website. We made the payment from my Emirates NBD bank's debit card. for an amount of Pak Rs. 46,172 equalling UAE Dhs.620.90.

We visited the given address in China Cluster, A08 and met security guard who said such "Guest House" never existed there. They affirmed that they have had a number of such cases from Agoda.com earlier too.

We were left baffled, knowing nowhere to go. suffered a lot, could not find any number to get in touch with Agoda.com. We tried to register a complain at their so called "help-center" but due to hectic process could not get through.

We can be reached on our following numbers in UAE and Pakistan respectively:

Tanvir Hussain [protected]@yahoo.com [protected]

Ashraf Adamjee [protected]@gmail.com [protected]

Tanvir Hussain

I booked at Selina in Cartagena in December and the hostel said they didn’t have any booking reservation from Agoda. I then had to book another night out of my own pocket at reception as I couldn’t check in with Agoda’s booking even though I was in the phone with Agoda for hours, I have wasted hours trying to get this solved and I was promised a refund plus compensation from Agoda. I have not had anything or heard anything I need a contact for them as they are very difunto to contact.

We booked an hotel room near Manila airport on 2022-11-24 through Agoda.

The hotel was on renovation and the owner put us in a dodgy place near the highway. The noise was terrible and we couldn't sleep overnight. The place was dirty, unsafe and was not what Agoda sold us.

I contacted them and asked for a refund, they only offered 1.51 USD voucher. A joke !

i did booking to Kolkata hotel through Agoda.com from 21st February to 23rd February 2023. Unfortuantely after reching the hotel authority informd me about no bokking info on there system on my name from agoda.com

i did contact with their Customer suppoert but seems some robot is sitting like human forma and only received sorry word.

eventually i had to rented new room with significant amount of money.

Still waiting for their refund/compensation.

Its been a number of years since I last used Agoda. I logged into my account to find my old email address that is no longer available. So I look everywhere within there site to find that there is no way to change it. There is no Email address or phone number to contact them. There system requires a booking number to even get them to answer the phone. Also how do I remove my account? I couldn't find a way. This is not good enough. At approx 12:20 Thailand time on 26/2/23 I got a phone number off the internet to phone them. There system keeps asking for a booking number. Which I don't have because I haven't booked anything yet. when I did get through. The woman just hung up. Great customer service Agoda.

I was booking my hotel in Crockford Genting from Agoda website on 16 Feb 2023, saw this price freeze option which states lowest price guaranteed. Just because I trusted Agoda brand and clicked on that option, and I was charged SGD 280.67 deposit for a price guarantee at SGD 1,124.64 (3 nights stay). As of today, 17 Feb 2023, my dates are firmed up and I clicked "view price freeze" to confirm my bookings. To my surprise I am now asked to pay SGD1,228.35. Hello Agoda, including the SGD 280.67 deposit this is a total of SGD 1,509.02 (SGD 503/night) ! If I had booked this same hotel and same date from other website, it would have been only SGD 1,282 inclusive of tax (see trip.com screenshot attached). What is happening ? Why despite claiming lowest price guaranteed and I am charged extra SGD 227 ? I expect a refund !

Hi.

I need your help.

On 27 May 2022, I booked a house through your website and successfully paid RM158.81 after discount using Agoda discount coupon. Mind you, I'm using online banking.

I'm booked for a house at Taman Equine, Seri Kembangan, Selangor that goes with the name "Galleria Equine Condo". I booked it for 1 night. Check in by 17/6 and check out by 18/6/2022. However, to my dismay, there's no booking confirmation ever been sent to me. There's no booking trace/history in the website.

Am I being scammed over your legit website? If that's the case, your security is real bad. Attached is the record of transaction of the card I used to pay for the said booking.

Please, I need you to check this booking for me asap. Its been months (nearing to a year atm), and yet never received anything.

I'm approaching you again this year with hope i could at least get an explanation.

Thanks.