Agoda
reviews and complaints

I have very bad experience with agoda. Please don't ever trust the customer service agent! If you accidentally booked the hotel and not refundable, please don't call customer service and ask them whether we need to pay or not! They will simply said.. YES! DONT WORRY, YOU WILL NOT PAY ANYTHING! So I trust them and did another booking and unfortunately I need to pay both hotel! I called agoda for clarification. They simply said Its my mistake! I don't care about lost money. But very dissatisfied with their service! Lied fo customer for their own benefit and profit are not good at all!

I booked Celestine Hotel in Tokyo, Booking [protected], starting July 20, 2019 which advertized up to one day cancellation with no penalty. My plans have changed and I had to cancel this reservation on July 18 at 1 pm Toronto time and was charged $540 as a cancelletaion fee. I then opened a chat with Agoda service agent and explained the situation to him. The agent said that I was 2 hrs too late since in Japan it was already 19th of July.However, he said that because I WAS ONLY 2 HRS LATE HE WILL CONTACT THE HOTEL AND SEE IF A CANCELLATION FEE CAN BE WAIVED. He also promised to let me know the outcome shortly. It has been two days since I contacted Agoda but I have not heard anything from either Agoda or Hotel Celestine.
Please let me know if anyone contacted the hotel and whether this fee can be waived. Your help in this matter is greatly appreciated.
Sincerely,
Dr. Igor Sherman
[protected]@alpha-cancer.com

Pelanggan terakhir dari agoda check in 14/7/2019 check out 15/7/2019

Saya baru sahaja periksa rumah semalam 18/7/2019..kerana saya berada di luar kawasan ...saya dapati kipas extra saya yang berada di ruang tamu (bawah)...berada di bilik utama dalam keadaan patah..

Saya cube hubungi /what app pelanggan ini tetapi meraka megatakan bukan salah mereka.

Saya harap pihak agoda dapat selesaikan masalah saya...terima kasih

I booked and paid via Agoda for the airport pick up on 13 July 2019, from KL Int'l Airport and got following confirmation from your partner, Mozio

Quote:
========================
Hi Chamroon,

Thanks for making your reservation with us!

Itinerary:

Confirmation Number: MOZ1715337
Pickup Instructions: The driver will contact you via SMS or Whatsapp to give you his / her contact details such as phone number, car model, car number and which exit door number to wait. Emergency contact: +60 [protected]

For Flight: Thai Airways International 415
Arriving: Saturday July 13 2019 - 12:15 PM
Pickup From: KUL
At: Saturday July 13 2019 - 12:30 PM
Dropoff At: Grand Millennium Kuala Lumpur Hotel - 40 C, Jalan Sultan Ismail, Bukit Bintang, 50250 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia

Provider: T&T Transport T&T Transport

Phone Number: +60172126016
Email: tnttrasportagency87@gmail.com
Vehicle Type: Sedan

This price includes: 3 large bags.

Passenger Information:

Name: Chamroon Thongon
Number of Passengers: 1
Phone Number: +[protected]
Email: [protected]@gmail.com
Special instructions: Phone number: [protected], Country: Thailand(+66)

Receipt:

Total Price: ฿581.54
Gratuity is NOT included
Credit Card Number: **** **** **** 1764
Credit Card Type: Visa
Please note: Tolls are included in your pre-paid fare and you don't need to pay any tolls along your route.

You have 60 minutes of waiting time included.
Any extra waiting time will have a cost of $1.00 per minute.
Cancellations/Changes:

To change or cancel your reservation, please CLICK HERE.
You can cancel up to 24.0 hours before your pickup time and get a full refund. If you need to change the details of your reservation, please contact the provider directly using the information provided above

10% discount on a return transfer:
Need a return transfer? Book it through Agoda API and save 10% with this code:
RET10_XFRZQ

For any other questions, please do not hesitate to contact us using this form or call our 24 hour customer support at +1 415 969 7669 / +1 855 980 5669

-- Safe Travels!
=============

When arriving at the airport, no driver is waiting there. No message, no call was received from the drive or anyone from Mozio. There was no sign for either my name or Mozio name at the driver's waiting area.

The airport officer helped call Mozio for many times. I did call to all numbers given by Mozio. No one picked up call, no response.

After trying to find the driver for an hour, I finally had to take a taxi from the airport to the hotel with the cost of 100Ringits.

This was too disappointed, a waste of time, and a loss of money. I wan't my money back immediately plus the additional cost I had to pay for the taxi.

My details:
Name: Chamroon Thong-on
Email: [protected]@gmail.com
Date of incident: 13 July 2019
Place: Kuala Lumpur

I used the Agoda app to search for hotels, and added the filter of free cancellation. Even when you looked at the property, it had within it the free cancellation tag. Nowhere to be found where any additional details with regards to exceptions about the money not being refunded.

I went ahead, booked and paid, and only when I got the confirmation email did I notice that the booking was not refundable. I had to change my reservation and contacted Agoda services. I went to their website to enquire about the cancellation specifically for this reservation, the website displayed that my reservation would be cancelled and I would be fully refunded.

I did my due diligence and chatted with a customer service rep, since when I got the cancellation email it indicated that I would not get reimbursed - conflicting information.

I got no resolution from Agoda, they refused to refund my payment.

I'm dissapointed and extremely angry at this lack of resolution by Agoda, especially given that Agoda is at fault by way of:

- Having filters in your apps that DON'T work and seem to mislead customers. I specifically selected the filter of properties that had free cancellation.
- The non-refundable policy is nowhere to be found in the app before you make the reservation and payment, you ONLY learn of this after the fact
- Their own webpage indicated that Agoda would refund me, and when inquired specifically for this case.

They are a scam. I'm never using them again, and hope action is taken agaisn't them.

This company is not going to refund you in a matter of time.
Just you guys know, i have made a wrong booking and successfully cancelled on month of April and began to process my refund after that.
But till now which is July already, I still have not received any refund and I have called them many times.
All of the reason they keep on giving is, my bank refused to take the money...
What a scam

Date: 29th June 2019 (Saturday)
Booking: [protected]

I just want a refund for the above matter as this is an extra booking done due to no update from the previous problematic booking of [protected].

I have sent an email and call Agoda to cancel this. I even on the property itself on 29th of June 2019 to request this cancellation. As usual, nobody would entertain me. I never stay in the hotel from 29 June -2 July 2019.

If the hotel is able to cancel the rest of my booking that I have made previously during my stay and that problematic issues. I believe they can too just the matter wanting to do it and help or not. It is fair after all the experience I have gone through to refund back this booking, i was not there to begin with. Just enough with the stress you put me in and now robbing my money. Any other people would just chek out but I make sure the stay is paid. I held accountable but this is beyond unethical matter and it is on purpose.

I just want it to be refund. if there is no confirmation, i lodge a police report immidiately.

Thank you

Regards,
Cicy
[protected]@melindalooi.com
+[protected]

______________________________________________________________________

THESE ARE FOLLOW UP EMAIL I HAVE to SEND TO THE HOTEL GM
Dear Pak Rizal,

For safety measure, i will block the card and replace with a new one. Just imagine, what wrong advise and solution could lead to a series of unpleasant experience and wrong move.

Communication and update when experiencing a complaint is essential this is not the right way to manage the whole situation.

Now, could you advise me this transaction can be cancel at your side? I have taken my measure by blocking the card and transaction today. I even call agoda for cancellation.

Please do advise me the right measure this time.

I am very very upset and super angry the whole journey of my Jakarta business trip today is full with anxiety and stress for unnecessary reasons.
______________________________________________________________________

Staying at this hotel to be honest, has made unpleasant experience and anxiety stress. This is the main reason why most of my stay in Jakarta i have made my office to arrange it prior and earlier to avoid this stressful situation. My apology for shouting the previous day, i have my valid reason when your staff refuse to understand my explanation and put himself in my situation as a payee and client when it lead me to make double payment - even the amount is hold somehow it suppose to a payment, asking for 1:1 might as well you give me extra 2 rooms to stay.

Being so, i would like to resolve this matter ASAP before my departure to kuala lumpur before. This morning I have check with reception counter my payment has been cleared. Sorry to complaint again, I WISH YOUR SIDE SHOULD UPDATE ME RATHER THAN MAKING ME FIND OUT MYSELF THE STATUS. I wish we can communicate and talk like what we did on the first day. This anxiety has cause me to book another 2 room today (attached as per email) and I would like to seek your assistance to cancel it from your side. I was told by the receptionist the hotel can't do that. Since in my apps if i wanna cancel i need to contact the hotel, i believe you will have a way to cancel this transaction and make a refund.

I would like to seek solution for this matter, if this has been done right and advise from the start, i think there will be no follow up issues arise.

Two times charged- I stayed for 1 day on 4th June in one of the Kolkata India hotel (Pearless Inn) and for that you guys charged twice when I complained the same then on 13th June, your staff agreed the fault from Agoda and said reimbursement initiated but so far no money has been reimbursement. I need immediate reimbursement of the charges which you guys deducted twice, we customers trust you and share our credit card details but you guys fraud and misuse the details.Looking forward speedy resolution and reimbursement.

Booking # 398-801-092
Booking # 398-8080-36 under the name of MS. Cheryll Faith Latagan. I was requesting for refund but their costumer service failed to cooperate. Please make a response before i do legeal action against this company that seem to be a SCAMMER based on reviews around the world. Cancellation within 24 hours with full of charge is unbelievable

I used their Agoda gift card and booked for a 1 nite stay at Malacca. Suddenly 3 days before my booking i receive an email to say its cancelled. I checked thru my emails and then saw they tried to charge my card but it was unsucceful.. so what happened to my booking tat was charged in full in Jan 2019? They are the most unscruplous booking website. The staff and manager are rude and they just dun care.. i have made all arrangements to go and suddenly I got this blow.. all our holiday planned are shattered. Worst experience ever.. pls dont ever book wit Agoda

I booked a hotel using Agoda app. Everything is okay until the process in making payment... after i key in the PIN number and press enter, the page lag there and keep loading. After waiting about 10 minute then I exit to the homepage. I been told that the payment transaction was success . Until today I check my bank statement, the payment already made. Then I also did not receive any email from Agoda about the booking ID. So now how to settle the problem? Thank you

For 1 day stay in Kolkata, I have booked a hotel via Agoda and in the payment option I have selected that property can collect the charges after cancellation period, to my surprise property has collected the charges twice when enquired property asked me to check with Agoda. Raised the concern with Agoda and they are just passing time, every time customer care person giving new timelines. They are cheating customers, strict action should be taken to this company so that it wont fool any other customer.

On 8th of June 2019, I booked a hotel using Agoda app. Everything is okay until the process in making payment... after i key in the PIN number and press enter, the page lag there and keep loading. After waiting about 10 minute then I exit to the homepage. I been told that the payment transaction was failed. Then I try another time still the same. Until today I check my bank statement, the payment already made. Then I also did not receive any email from Agoda about the booking ID. So now how to settle the problem? Thank you

I would like to complaint the booking number :[protected] take my payment but no booking. I booked hostel from 12 -18 June .　it charges me 125 austrlian bucks.
when i arrived, I try to get wifi to contact the number which on the booking pages but number does not work as well as the building manager try to call police and kit me out. I feels embarassing because of this happened.

One of the worst company very deceiving I've lost £116.00 will not reimburse the money. When you book a hotel it tells you breakfast included after booking breakfast not included so I cancelled the booking immediately with in 5 mins and they will not reimburse saying us hotel policy will not reimburse so I spoke to hotels myself and hotels says they have not been paid as yet and they are willing to waive the charges but Agoda will not respond to none of them they have simply Robbed us. I've complained PayPal whom we have paid it through. Let's see what happens but I would suggest all the members of public beware of this Agoda very deceiving company

I looked up a hotel in Daytona Fl and thought I was calling them to make a reservation... with plenty of time to cancel I am now trying desperately to figure out who I was talking to that took my money and reservations... I was never sent an email as they claimed I would get! I also need to cancel this reservation which I have until the 19th of June!
This site took $1349.66 out of my account!
I called the hotel to cancel and they told me I booked it trough agoda! When I called that number they want a booking ID#... of course I don't have that because I never got the email!
I emailed Agoda, that's who the hotel has as the third party making the reservation... they tell me they don't have my reservation... to contact another site... I did that as well... they also told me they don't have my information!
I have called my bank to file a dispute!
I really just don't want to lose out on my money but can't for life of me find out who I need to cancel through! Plz help

Bellwood hills resort & spa kandy cannot log into agoda for a long time, i have been emailing the colombo office & other few agoda contact emails so far i have not received any reply, help, feed back or calls regarding this matter.

We cant register on agoda? property is not searchable on agoda?

can some one help me to resolve this issue

thanks

asela senevirathne
general manager

Hi,

So Agoda - in a way - stole my money. 615 EUR
Agoda confimed to me and my family a hotel Agoda allowed me to book a room for 5 people where hotel did not (but Agoda approved it) - It was AGODA MISTAKE and RESPONSIBILITY and actually I called the hotel to confirm this. and connecting the dots and let Agoda know about this issue.

Following the above, when I wanted a full refund, Agoda told me that it cannot be done so I excepted their "honest" offer to get AgodaCash that I'll be able to use it with other hotels in the future. They fooled me there. not stating any expiration date at all at any point. The expiration of the amount within 3 months was never delivered to me at any point until when I found that my AgodaCash is gone.
This claim is about Agoda taking responsibility for a mistake it did and is solely on Agoda. and is due to miscommunication/hiding information from the customer.

After all, this is actual money we are talking about here. I feel that that Agoda is waving the contract that this is the policy.
Claiming they sent an email which never got to me (just re-checked). Agoda never got acknowledgement from me that I saw and understand this expiration or never sent a phone notification/SMS. Again - this is about actual money!

This is not the service I would expect from such of an enterprise company

I would expect Agoda to take responsibility and pay the full amount - I have agreed, out of my curtsy to lower the amount to 400 EUR.

Again - From my perspective, Agoda literally stole my money (more than 600 EURO) - not communicating anything about the expiration.

In this case, I feel that I was treated not righteously and with arrogance.

Bottom line:
I asked Agoda to agree to my offer or refund of 400 EUR.
Should they agree - I will consider this issue as closed.
Should they not agree - I'll start a lawsuit.

-Shai

Dear Sir,

I am very much disappointed by your services and unethical trade practice of AGODA.

I strongly object the way you swapped my Credit Card, which was just shared with you for a verification purpose.
That at the time of booking it was written clearly on your site that this booking does not need any credit card, but you people dis-honestly charged my credit card without my consent as i was supposed to pay at property.

That the hotel where we stayed is not a 3 star hotel, without any tea pot or any tea bags for making tea at least, and does not have a single bottle of water, and the room given to us was a filthy room meant for accomodating 4 pax where as we were 5 paxs. The wash Room was very un-hygenic and fittings were broken even the Wash besan stand was broken and it was without proper toiletries,

That even the Air conditioner was not perfectly working, I tried to brought it to the knowledge of the manager, several times but it was my useless effort.
That there was a great difficulty in communicating with the reception, as they do not know any language other than arabic, even senior manager does not knows English and i felt he is an Arrogant nature with lack of hospitality knowledge.
That i heard from the Hotel Staff that as i have booked through AGODA so this type of room has been provided to me otherwise if i had booked it through BOOKING .COM then i will be provided another catagory of room with all amenities.
That the total amount charged by the Hotel is Saudi Riyal 1, 389.20 which is equivalent to INR 25, 761/- whereas you have charged an amount of Rs.31, 627.84 .
That under the circumstance I request you to kindly refund the excess amount of Rs. 5, 867/- to my credit card account at your earliest.
That I am enclosing here with the picture of the Room as well as Wash room for your ready reference.
That I have already lodged my complain at your web page, but nothing has been done till date.

I request you to please look into the matter and solve this issue at the earliest otherwise I have to file my complain before the appropriate authority.

thanking you.
sincerely yours
syed Mohammed Yusuf
+91 [protected]