Agoda
reviews and complaints

subject: Double booking in hotel reservation
date of incident: 08/03/2018
facility: Pacific Pensionne in Cebu City, Philippines
Booking date: March 08 - 10, 2018
booking ID: [protected] and [protected]
amount: 104.53 AED
Name of Guest: Jezreel Bantog
Payment under: Christine Earl Salazar

Summary:

I booked for hotel and during the payment it posted as "unsuccessful/ cancelled" (can't remember the exact sentence) then I booked again. I chose the same facility and put the same details like from the previous one. then payment was successful then after a few minutes, I received an email from Agoda about confirmation of my booking and there was 2 transaction debited on my account. and I received 2 confirmation from Agoda.

I would like to request for a refund for the other booking.

hoping for your fast action on this issue. thank you

i used your apps agoda last Dec 31, 2017 for getting a room at skyrise hotel and restaurants at Baguio City Philippines.

The apps says that the online reservations failed so I paid cash on the hotel insted.

January 3, 2018 I call my bank to check my remaining balance on my Credit Card ( Philippines National Bank -PAL Data Center, 4-20-130 Domestic Rd, 191 Zone 20, Pasay, 1300 Metro Manila. Tel number 851-437)
They said Agoda took 1, 850.50 pesos on my acct.
Its not alot of money but i want it back. First of all the apps said it was failed transaction second if the transaction succeed no "VOUCHER" given to me that time.

So im saying is how can i get my money back, Its almost been 2 months.

Hi my details are as followed:

Name: Mr Mehboob Jilani
Booking ID: [protected]

I booked Pallazo Manfredi Rome through your website. I have two complains to make in regards to this booking.

When I arrived at the Pallazo Manfredi hotel they notified me that their restaurant was not serving hot food and the restaurant was closed for lunch and evening meals. Now this information was not mentioned through your advertising of the hotel and neither was it mentioned on the hotels website too. Now after paying £372.42 for one night for a five star hotel you expect the restaurant to be operational. Second complaint is that I arrived at the hotel at 11.45 pm on February 21st 2018. Me and my wife were very tired however the next morning there was banging right next to my room first thing in the morning around 10.00am, when I left the room I could see that they were doing refurbishing the next door room to ours. Now for a five star hotel I find this very disorganised and disruptive for the people who are staying at the hotel well at least the room next to it! I feel that the stay was not worth the money we paid. And at the same time if the restaurant was not operation for hot food then this should have been mentioned by your website and the hotels too. A prompt reply would be appropriate or my legal team will be in touch in official ways.

My contact is as followed:

Number: [protected]
Email: [protected]@icloud.com

Kind Regards

Mr M. Jilani

I booked a hotel through the agoda company unknowingly (booked through booking.com) on 5.11.17. I never received any confirmation from them or a receipt but didn't notice until 9.2.18 as I was just checking last minute details and I had received a PayPal receipt for the payment.

I contacted Agoda, with difficulty. I had to invent a reference number to be able to talk to them, as I couldn't get through to anyone without one, but had never actually been sent one! When I got through to them they were very unhelpful and wanted to ring me so that I could tell them my card details... I'd booked through PayPal so they had no reason at all to need/want my card details. It all seemed very suspicious..

I was speaking to them on chat for around 30 minutes, where they told me they couldn't find my booking so I hadn't made one. This was great news as I had my bank statement up in another browser window and could see that they had taken over £200 off of me.

After a long time, the lady eventually believed I was me and agreed to email me my own receipt!

It was generally a terrible experience, it's extremely difficult to actually get to speak to anyone and when you do they are very unhelpful.

In October 2017 i made booking for a resort in Thailand (river kwai). The location was incorrect as I was meant to book in chang mai. The payment was made at the time of booking. I realised the mistake immediately and contacted agoda within an hour of making the booking to see if the hotel would cancel and refund the payment. The hotel agreed to the refund and agoda advised me that they had received the payment from the hotel and issued a "gift card" to the value of $440.80. They furthermore advised that this could be redeemed against ANY future booking. I have been trying in vain since then to use the card but it appears that almost no hotels accept agoda gift cards. I have been in contact with agoda on numerous occasions for assistance but all they say is that I can use the card. I have complained to their customer care people, complained to customer service and still I have had no response. My argument is that they routed my refund from the affected hotel to AGODA, promising that I could use the $440.80. This is not possible and they have in effect misappropriated (I could say stolen) money which clearly belongs to me. I am writing this complaint as I have given up after 4 months of trying to resolve this with them with no success.
The gift card number is [protected]. agoda have furthermore no advised that the gift card expired on 11 january 2018 and is no longer valid!

I am having worse customer service with a agoda customer service representative. Her surname name is "ji" (a china chinese female) but name when I asked she said can't give and also she said she don't have any id, system will be able to trace. I called in regarding about upgrading my package. When ask why it could not be done, she told me had been sold out. Per person upgrade is usd114. She also blame me for replying late. My booking is in may and now she said I take two days to reply their email. I told her I only want to upgrade my buffet to add in lunch and drinks. Does that really matter with sold out? I told her buffer should not be an issue and I don't believe the resort only standby limited set of buffer and drinks for customers, right? She don't even bother check help me check with the resort and keep giving all sort of reason. She also told me that if the resort do not upgrade my meal package, then I will have to pay for individual meal that will benefit the resort. When I told her I would like to record our conversion and ask her to repeat what she said, she start to explain in another way. If agoda having this kind of staff, I think it need to look into it. I myself called the resort, to my surprise I was inform that I could upgrade my package during check-in and the price is usd47 per person!

my HSBC red mastercard dec.13-jan.14 2018 billing statement showed a P3, 699.83 hotel reservation last dec. 20, 2017 in budapest, hungary which I never made in a country I have never & don't plan to visit. I checked my booking history and there is no record of such transaction on that date or any other dates & in that country or any country outside the philippines.

Good day,

I had previously made a booking for two rooms at Guxiang Hotel Shanghai. Our booking ID is [protected]. My family and I checked in on the 30th December 2017 for a 4 night stay. The initial price quoted to me by agoda was CNY5600, however upon payment at the property, I was charged CNY6440.08 (please refer to photos attached). I would like to know why there was such a drastic jump in pricing between the price promised by agoda and the final charged price. Hoping to hear from them regarding the matter and a resolution for the matter.

I had a terrible experience of my hotel booking booked though Agoda I had booked my hotel booking in Agra hotel name ALLEVIATE booked two suite room for 2 night under AGODA id number [protected] from 30th DEC 2017 TO 01ST JAN 2018, The total amt they charged me on my card is INR 13647.92 and they sent me hotel voucher with condition specially mention that if you cancel the booking one night retention charges will be forfeited,
When I reached the hotel with my family on 30th December at 11:30hrs the hotel people told me that they are not holding any booking for me when I shown them the hotel voucher they told me that it was cancelled from there end and I was trying to called Agoda customer care number that was always not reachable I waited in the lobby for more than two hours then I talked to there reservation manager he told me that due to very less amount of room tariff confirmed by Agoda which was not acceptable to hotel they asked for amended voucher but agoda could not provided to them, As per them there total booking cost is INR 24000 onwards how they will give room at such a low price, I called up again customer care number of AGODA after waiting in line for 30 minutes one lady name Ms Sharon come to the line after giving the ID number she told me that booking is confirmed I given her reservation manager number to call him,
But seating in the hotel lobby such a long time I lose my patience I try to book other hotel though booking.com I got Ramada Agra when I am entering the card detail then reservation manger called me that do the check in formalities now agoda had given them assurance to send a amended voucher otherwise the amount will be charged to you directly then I got check in the hotel with all fear in my mind that I have to pay again,
My full day was lost out of my two days booking at no fault of me after checking again and again finally new amended voucher by Agoda sent to hotel on 31st December afternoon time,
What I decided not to booked agoda room never again it better to book directly with make my trip or goibibo or cleartrip or booking.com they all are better I am working in a five star hotel I do came with about 10 guest daily about hotel booking I always suggest them to booked though the above booking site but never booked with Agoda
This is a warning to comsumers out there, do not deal with unethical hotel booking sites like agoda. Do not fall for agoda's trap of having the lowest rates, you might end up getting conned like me.

Booking reference-[protected]

We booked an apartment to sleep in after our 24 hour flight from the UK to Manila.
We had another flight early the next morning so wanted to be next to the airport.
When we arrived at 12 o'clock (as agreed previously with the woman who owns the apartment) we were told we couldn't check in until 2pm as the room wasn't ready and was being cleaned.
We waited for 2 hours, exhausted from our flight to then be told our room was ready all along but we had been told to wait in the wrong apartment block despite asking 2 separate individuals for help.
The booking confirmation we received didn't have the full detail on it which made this even harder.
When we got in the room we were disappointed to find that this wasn't the room
We had seen online and thought we had booked! The photo on the booking form
Is also different to what we were given.
The woman also asked us to pay cash however we were under the impression that the payment would be collected via our bank card which we had to register when we made the booking.
The overall service at this apartment was disgusting and we will not be returning in future.
I have attached photos of the room we booked and the room we were put in.
I look forward to your response.
Hannah Abel

hi sir,
while I processed the payment of my reservations first time, a message appear to me, that it was time out, and then, i reserved again the same hotel, same room, same date, but unfortunately they deduct the amount twice, therefore, please refund one of the transactions that been deducted from my visa card.
Your booking ID: [protected]
Your booking ID: [protected]
[protected]@gmail.com

I did not push through with the payment nor ever checked-in on the said dates, December 26-28, 2017, regarding booking numbers [protected] and [protected].

I would therefore like to complain regarding this matter and please make sure that this will be cancelled or make the reversal on my credit card as soon as possible.

Please check with the hotel because I did not go there.

i used your apps agoda last Dec 31, 2017 for getting a room at skyrise hotel and restaurants at Baguio City Philippines.

The apps says that the online reservations failed so I paid cash on the hotel insted.

January 3, 2018 I call my bank to check my remaining balance on my Credit Card ( Philippines National Bank -PAL Data Center, 4-20-130 Domestic Rd, 191 Zone 20, Pasay, 1300 Metro Manila. Tel number 851-437)
They said Agoda took 1, 850.50 pesos on my acct.
Its not alot of money but i want it back. First of all the apps said it was failed transaction second if the transaction succeed no "VOUCHER" given to me that time.

So im saying is how can i get my money back.

I have book hotel in Grand Kampar Hotel on 02 January 2018 after 3 hours I done the cancellation and been penalised to paid the half of the booking proce which is RM222.51. I want the management to look the matter seriously and I want them to refund my full amount which they charged my credit card account RM445.02. Spoken with Ms Sita claim spoken with Mr Mohan will refunds the charges by 3 to 5 working days full amount of RM 445.02 by 10.01.18

I booked and paid my 7-pax private room. When I arrived at the hostel, there was someone staying and sleeping in my room. Suppose the room was for ourselves. We were so frustrated with this hostel management who let other people stay in our room knowing that we confirmed and paid our room. I would like a FULL REFUND for this room.

Booking ID# : [protected]
Premise name : [protected]@SG, Singapore

My email : [protected]@gmail.com

I booked one hotel in Pondicherry through Agoda, total payment was made. But when I called hotel to confirm few things I came to know there is no booking against my name. Now Agoda customer care number is also not available and there is no response of emails. My money is gone and I can't even reach Agoda.
That's the worst experience I'm having - never ever book through Agoda.

Tried to book online, no confirmation received for booking id [protected]. No response from the property and never met with the property agent. Then, the amount for the property has been charged to my card. I cannot contact Agoda by phone as I don't have any confirmation of said booking therefore no booking reference. Cannot contact by email as have no details and cannot find any online either it's all phone numbers of which you cannot actually talk to someone or proceed without a booking reference.

I had book hotel though agoda start from 22/12-25/12 at Ploen Chaweng Koh Samui Hotel. I book for 2 adult room however I bring along 1 kid. After I arrived and receptionist given me room key. They giving me room come with 1 king size bed and 1 single bed room.

When on the days I check out the receptionist ask me why using the single bed inside the room? At first I asking why? When I check in the hotel never mention what room they given to me. I just realise when I get into the room is 1 king size bed and 1 single bed. For the pass few days I walk though receptionist no people is inform or mention I cannot using the single beds.

Just when I check out just question me! Asking me paid 1000 bath per day and total 3000 bath for 3 day stay. How come they not inform customer not to use the single bed first then come to end of the days just claim and asking for payment. I still thoughts hotel is seeing me bring along kid and upgrade me the room. Since you giving the room for me to check in mean I can sleep on the single bed.

This is ridiculous I am paying extra 3000 bath without any notice or information.

I want to access my booking for amending it. somehow it is not responding.
Last week I have done booking for hotel in Mount Abu, India. ineed to amend this booking.

Name VINAYAK MANGAONKAR
Booking ID [protected].
Require to amend the dates.
My email Address is wrongly entered in the site.
need to be corrected.It is vd.[protected]@gmail.com.
Pl correct the address on site so as to access.

Dear Agoda,

I would like to condemn and complain the way how Songwontel Guesthouse (in Seoul, Korea) treated us and rejected our Agoda booking when we arrived at the venue and showed them our booking confirmation! We are expecting a warm welcome, but instead, the owners of Songwontel rudely told us that they are fully booked, and did not honor our Agoda reservation despite that our credit card has already been charged! Our Agoda booking was made days ago. How come they could be fully booked without considering our prior reservation?! Worse, the owners got mad at us when we insisted and presented our Agoda booking. Though they are speaking in Korean, I could barely understand that he rejects Agoda's booking rate of ₩34, 000 for being too low since it's Christmas peak day. The owner's wife tried to offer a smaller substandard room out of shame, but we rejected it because that was not what we originally booked. As a customer who made a reservation in good faith, this is absolutely unacceptable! I cannot accept the way Songwontel treated us especially on the Christmas Eve (and with heavy luggages), putting us in precarious situation of looking for other place to sleep all of a sudden! Songwontel did not also even care to reply when we asked via email for directions on how to find its location the other day. They also did not apologize for what happened!

Therefore, I would like to request for full refund without any penalty of the amount that we paid in credit card. Secondly, please don't tolerate Songwontel's hostile behavior toward Agoda's clients since they are not only dragging their own reputation, but also of Agoda's reputation. Worse, they also cause trouble to clients who innocently rely on the booking confirmation. Clients ultimately suffer in the end, so please do something on this issue - maybe you can blacklist Songwontel Guesthouse or whatever. The moment that they dishonored our Agoda booking, they already exhibited their disrepect to Agoda as their business partner, and this issue could be subsequently repeated to other Agoda's customers. So think about it..

Sincerely,
Ronnell