Agoda
Reviews and Complaints

Hi

My name is Choo-ake Suijiwanich, email: [protected]@gmail.com, my phone is +[protected].

i juts want to complaint services at agoda thailand. Actually I dont want to write this, wasting my time. BUT I think I need to. Today I called agoda early morning about 8.00 a.m.to change my room type at Centara Ras Fushi booking 9-12 May, to be another room type, Deluxe Spa Over Water, I contacted KHU NAM, she said okay, she will send email first and then called follow, I have been waiting until 11:00 a.m as I now Maldives is about 2 hours later from Thailand, So no one called me as Maldive is already 09:00 a.m. So I called Agoda again,
Khun Warapa picked up the line, So I talked with her and she said after hang up she will call Centara to
check if can change, So I have been waiting for her to call me back, until almost one hour. So I called Agoda again and Pornsiri has picked up and I talked with her not sure she can finish what I want ( as I am typing this complaint during waiting for her talking with Centara now about 10 mins, still not come back until I hang up and give up.

You can check I have been a good and royal customer for AGODA but what services I have received is very very bad.

I am thinking NOT to use your agoda again, I spent a lot of money booking hotels through AGODA, you can check my records.

Best regards;
Choo-ake Sujitwanich

Hello,

In march I booked an accommodation to stay at Fiji Namuka Bay resort from 16 March to 20 March 2018 via Agoda.com. I paid to Agoda but not directly to the resort.
I paid more than $80AU per night.
I would like to advise that never stayed at the accommodation in such bad conditions before.
First of all, for the holiday accommodation to stay in Queensland, Australia, the average price is around $80-$85 per night. Fijian's resort price was the same as in Australia.
For this price I expected to get a clean room and clean bed linen, as everywhere.
Unfortunately, Fijian accommodation was bad and did not meet the standard health requirements.
When I arrived to Namuka Bay Resort I have found:

1. The room was not clean, the floor at the room and bathroom was dirty, the washing base was dirty, the rubbish bin was half of rubbish (photo attached). The staff didn't even clean the room and bathroom after last visitors. I cleaned the toilet myself as I could. The shower didn't have hot water and built up outside of villa without roof. I could not have a recent shower for 4 days. Lucky, that the weather was hot and I swam a lot in a sea instead.

2. Bed linen was not ironed and looked dirty - some stains on the pillow cases (photo attached). When I saw bed linen I asked the staff immediately why the bed linen is so old and not even ironed. The flat sheet was very old and didn't look fresh but it is not visible on a photo. I questioned the owner if the bed linen was even clean as looked dirty. He replied that they never ironed bed linen and I should accept the things as they are because the accommodation was very cheap. I advised him that the accommodation was not cheap as I paid the average price for good accommodation in Australia where always clean and ironed bed linen and clean rooms. He was surprised that I paid such big money in AU dollars. He said to me that he thought I paid around $81-$82 Fijian dollars per night. I believe he got from Agoda.com around $80 Fijian dollars per night. Please note, it was low season in Fiji in March.

3. The mattress was so old so the bed bugs were inside. I have bitten by bugs every night and slept very bad for this reason. One of the staff have advised me that mattresses have not been changed for many many years since the owner built the resort.

4. The electricity was off every day from 6am to 6pm. The owner advised that I have to pay myself for 1 hour of using electricity if I need during the day. For this reason there was no kettle in a room. The staff in a kitchen collected water from the thermoses (what is left over) and re-boiled the same water few times if I needed to use for tea. They provided the thermoses for use.

I never stayed at such bad and poor accommodation in past.
I believe I have been overcharged for such a bad accommodation. The villas were empty. Only one couple stayed with me at the resort. I can understand why the resort was empty. Once people get there, they probably never want to return to such dirty and unpleasant accommodation.

I require to recalculate the price for this accommodation based on the real facts as it does not cost $81-81 AUD per night.
There are many resorts alone Coral Coast in Fiji for same price with much better conditions - clean and ironed bed linen, clean rooms and toilets, electricity and fresh boiled water during the day (including pool, nice environment and so on).

I am looking for your assistance to resolve this issue prompty.

I am dealing with Agoda.con since I returned back from Fiji on 20 March 2018. I sent several emails with my complain, attached th photos. So far, nothing has been done by Agoda. The customer service of Agoda is very poor. They sent to me automatic emails and quick response that they tried to contact the resort. But no action from Agoda. I will wait for few days for your response and then will lodge the complaint with Ombudsman and Fair Trading.

I have used Agoda.com and Booking.com a couple of times, however on a recent trip to Singapore, Agoda sent me an email which I didn't read because I was travelling, that my hotel booking for the following night is not confirmed, even though I booked & paid for it! Anyway, they called me up and gave me options, so when I checked my email I find that they offered me 2 alternatives in a 2 star category, when my original booking was for a 3 stars hotel with twin beds (was travelling with my son).

Naturally I was not happy with their alternatives and made it known, eventually after a long wait like a couple of hours, this was already 9 pm by the way, they got back to me with a 3 stars hotel but with King size bed, so I was very upset with the way they handled my booking, first they screwed up by not confirming a booking, they then gave me a lower category hotel and telling me I did not have to pay extra, and thirdly they don't pay attention to the booking requirements.

Then they had the audacity to wave a carrot in my face and say they would give me a discount for FUTURE bookings... that is when my blood pressure hit the roof and I basically told them to go and ... themselves.

So, no I will not book with them again.

ID:[protected]

On the 31st March - 2nd April 2018 I booked 2 bedrooms at the HILTON HYDE PARK, which cost me £417.02p.

When I arrived to the hotel after travelling 5 hours we went to check in then to be told they don't have our booking details, no rooms, and no reserved rooms under my name. Although we booked and had confirmation (which I showed) they said you do have a booking but it was with AGODA company and they did not confirm it with the hotel we were planning on staying at. I spoke to the manager of the hotel Jade Blasse who was extremely helpful and tried to find us accommodation at another hotel nearby which we did thankfully as it was the Easter and bank holiday.
Inbetween this we rung up Agoda which took over an hour to get through and spoke to a college called Kugan who tried to blame us and the hotel staff for this incident. After discussing this over the phone for 2 hours he understood that is was a fault on the companies side and admitted to this. I was told to find another hotel and that the company would pay the difference of $150 dollars only. Bearing mind the hotels were all further out from my preferred location at double the price and distance. I waited an extra 3 hours to find another hotel. I had 3 children with me also whom were very tired and hungry.
Due to this inconvenience we lost a full day and our plans were disrupted.
My payment was taken off of my card but I kept being told it hasn't and I wasn't able to use my card at the new hotel to make payments.
I have been trying to get in touch with the company when I got back then when I got through after 2 hours I spoke to a lady called Liz and explained the situation all over again she was uncooperative then when I asked to speak to the manager she put me hold for 20 minutes and then told manager was busy I asked to wait till he was free I waited another 20 minutes and was told then that the manager was now handling a call. I left the colleague my mobile number and email address which she reassured me the manager would get back to me on either one. I have waited a week and have had no feedback

I waited on the line for 88 minutes and no one picked up. I was charged over $300 and no one ever picked up. I was trying to dispute a charge. I didn't know it was an international call. This is so wrong! They wouldn't refund my accidentally made reservation and they never answered the phone. :...(.
This has all cost me over $800. Oh my God! I have gotten nothing at all for it. Nothing!

Dear sir/madam
We are in web development, web site creating and property management company, we have registered and handling more than 120 (hundred and twenty hotels) in agoda.com, agoda sri lanka team is given good support to handling property, problem salve and property activation before 2017 december, but now no anybody support us, sri lanka phone numbers always ringing and not answering, how to given support to run hotel and this service, please make arrange to appoint good management and service team to sri lanka, specially we need a responsible person to handling under our hotels, please resolve this problem as soon as possible - from adlanka international tourism pvt ltd kandy sri lanka-[protected]

Since I cancelled booking before check in date 1 week and the hotel find for cancellation only 1 night. I'd like to get the new reciept from Agoda but unforyunately Agoda can't issue it because of agency from China haven't got reply e-mail from hotel. The problem is this issue and the progress occured same everyday. no progress. I call everyday, that wait for long time. I need the receipt to claim with the company and the company must closed the fiscal year. If you won't foolow up urgently, I have to take that expense.!

I cancelled my Hotel Booking through agoda, by mistake. I am trying here and there to reinstate but not able to get help.

Last 12 mins iam on call waiting for someone to pick on the number 00 44 20 3027 7900, even as I am writing, yet no answer. I finally have to disconnect. Does it mean that if a user deals with your site and post completion he is on his own?.

This is not fare, why you guys are not reachable, at all, and if so distant than why do business at all..

How should I take this up..

Shailesh

I have spoken to an Agoda representative and sent 4 emails, he was supposed to call me back yesterday to resolve my issue but no call, no email, nothing. I waited 1.5 hours on the phone yesterday to speak to someone and now have been waiting for 1.41minutes so far. Possibly the worst service ever and no chance of have my issue looked at because nobody responds and no one can possibly be waiting on the phone for this long every day to have their issues resolved.

I found some body has misused my credit card for booking hotel at Agoda. I tried contacting them but there is no source of doing as they are not responding to emails... Could not connect through phone also. I don't understand why there is no transparency. Please don't book any thing from the website as they are just to earn not to provide any service

Dear Agoda, my name is Jane Paauw and I am the General Manager of Mad4You Hostel in Madrid. Since the beginning of February are experiencing a lot of problems with Agoda:
- Agoda lowering our prices on their website, which causes problems with other OTAs regarding rate parity
- Agoda waving late cancellation fees without our consent
- Agoda adding the option for guests to pay at the property, but not allowing us to check the credit cards, which results in No Shows we cannot charge and therefore, us losing money
- After various problems with the new option for guests to pay the property, Agoda confirmed by email to deactivate this option but they did not or they reactivate this option without informing us.
Short: we are losing money due to Agoda and our entire team is very frustrated about all the problems we are having and the time the Agoda Spain team is taking to solve it. And they promise to solve things they do not solve, etc.
The Madrid/Spain department is NOT helping us. Therefore, I request a superior department to help us out.
Thank you very much in advance and kind regards,

Jane

I was booking for a hotel and due to sone problems on the website i cannot get through with the payments. After i managed to finally book, my credit card bill shows that i have made two similar bookings and i was charged double the amoubt. I am very unhappy with the functioning of agoda website to process payments. It was due to some technical issues on the website.

Need to cancel booking for 3 May 2018 due extremely grave personal circumstances

But booking says non refundable even thought this was not clearly flagged at booking stage

I'm a big Agoda fan who will be lost forever unless this booking can be cancelled in this particularly distressing moment

I have many future booking requitements very shortly also

Await your advices soonest

Joseph Martin
[protected]
[protected]@yahoo.co.uk

This is exactly what happen to me in Indonesia. The day I submit reservation I got email notification.
Is there any flaws in Agoda.com system, so some person get the credit card information from its database?

Although it's just 1.00 USD, but I got twice notification.
I have to cancel the reservation because I have to change my card due to this incident. This is unacceptable.

Below is email notification
------------------------------------
Untuk kenyamanan dan keamanan Anda dalam bertransaksi, berikut kami informasikan penggunaan Kartu Kredit CIMB Niaga Anda.

No. Kartu Kredit :XXXXXXXXXXXXXXXX
Jumlah Transaksi :1.00 USD
Tanggal/Waktu Transaksi:[protected]:54:47
Nama Merchant :AGODA HOTEL RESERVATIO Budapest HU

The credit card statement arrived recently and I was billed php 5000 (~$100) for a reservation through agoda in budapest, hu. I made no such reservation. For my most recent transaction, I used a different credit card. I saw other people experiencing the same thing. I called agoda to inquire about the problem, but after waiting for 26 minutes, my call was dropped. I also sent an email and i'm still waiting for a response.

They claim to offer a guarantee best price if you find it cheaper on a competitor website they'll refund the difference. This is false.
They take the money off you and you provide them with all the information they "request" and then claim something completely absurd. I found my hote on booking for half the price they offer and they refuse to match or even offer anything in return. Extra "taxes" are not made clear until booking has been made and payment taken.
Absolute fraudulent company, never use them!

I recently booked a 2 bedroom apartment in London with Agoda. It also said that it had 2 bathrooms, 1 double bed and 2 single beds.
When I checked with the property where we will be staying as I always do, they told me we had paid for a 2bedroom apartment but it only had 1 bathroom, 1 double and only 1 single bed. This apartment is a lot smaller and cheaper. Not what I booked.
There are not even enough beds for the four of us. I took a photo copy when I was making the booking which clearly states what I should be getting which is 2 bathrooms and 2 single beds to accommodate the four of us.
The property we are staying at in January 2019 which is No 1 Mansions, Earls Court, London kindly emailed Agoda with my issues
Agoda got back to me saying I have a 2 bedroom apartment. They did not mention the issues I were raising.
I have emailed them several times and they are not replying. I tried phoning Agoda but there are long waits and I am ringing from Australia.
I am not sure where else I can go to complain.

I have an ongoing problem with Agoda over the 50% cancellation charge when cancelling 221 days before arrival. I have written twice to agoda customer care but they do not bother replying to my emails.
This cancellation charge is nothing more than a grab for money as the hotel can easily re book the room as it has a whopping 221 days to do so. There is no logical reason for this charge so far in advance, other than a sneaky way to cheat people out of their money. I understand that quite a few hotel websites have a policy of no cancellation but that far in advance is nothing more than a scam. I find it a totally unprofessional way to run a business as it shows a disregard for honesty and integrity.
Can you explain what reason there is to charge a 50% cancellation fee when it is more than 6 months before you arrive? I have contacted a few hotels and none of them have such a ridiculous cancellation charge that far in advance. It is only the hotel booking websites that create that charge, so please explain the need for it to me.
Thank you
The reason I am complaining is because I made a total of 5 hotel bookings with Agoda (booking 2 rooms for a total of 22 nights costing $1, 803 AUD) of the 5 I booked I did not realise at the time that the Furam Silom and the Narai Hotels had this ridiculous 221 day cancellation policy. I previously wrote to Agoda and very kindly offered to pay the 50% cancellation charge or give me $20US credit on my next booking. Because of the hassle of cancelling and the wait to get my 50% booking fee deposited back into my bank from their partner company and then waiting for Agoda to deposit the other 50%. I decided to just leave it and take the $20US credit. unfortunately I have already booked all my hotels and cannot use it and I doubt I will be able to use it the next 12 months. Anyway I decided to leave it at that.
A week or two after booking the Naria hotel (the other hotel with the same cancellation policy) of which I paid a total of $428.70AUD, I found the same booking with Agoda was now $349.38. Normally I could cancel and rebook the same hotel at this cheaper price, but because my booking had that ridiculous cancellation policy I could not cancel it and thus save some money. I have emailed Agoda twice asking if there was some way I could cancel and rebook the Narai for the better price, but no there in customer care seems to care or bother with a reply.
I have been a loyal Agoda customer for many years, and have never been caught before in this cancellation scam. I have always posted positive reviews on various websites about Agodas great customer service and professional attitude but with this cancellation scam, I feel like nobody there cares about customers concerns regarding the reason why this cancellation charge is necessary so far in advance of cancellation.
Seeing as I have spent a total of $1, 803AUD for my 22 nights of Agoda bookings. Can Agoda help me cancel and rebook the 3 nights at the Narai hotel for the lower advertised price?
Thank you
Glenn Davidson

Booked two apartment at Vancouver from 10-16 March 2018. We have 9 ppl arrived on 10 Mar but no apartment for us and the PIC no show as well.
Contacted Agoda and confirm the apartment operator only can release the room for us from 11th March, so Agoda confirmed to return the rental fee for 10th March, ask us to find hotel and return to apartment next day

Agoda also confirmed to take over the refund on behalf of their business partner

Almost a month since our trip completed, the refund still not received

So disappointed of Agoda's services

I booked a property thru agoda. Property was at lucky plaza apartment orchard road. The first card that I used to secure the booking has been declined. So I told my sister to secure the booking using here credit card. And since agoda told me that it was just used to secure the booking. Because it was pay to the property booking. Yet they charged the whole amount to the credit card that I used to secure the booking. Since two weeks now I kept on calling customer service ive talked to 2 representatives but they didnt even solved my complain instead keep on telling me that they would call or email me. But till now there's no call or email. Now they send me email to again secure my booking because the credit that I used is invalid. But they send me confirmation email that my booking was confirmed. And they even charged tha whole amount to the card that I used. Now I need the voucher stating that I have already paid the property. I called cs again but all in vain. Answering machine is always on. Since I would be going to singapore so I would try to visit their office for clarification. I felt that I was scammed. I was expecting thag agoda is a reputable company but I was really wrong. Agoda sucks