Agoda
reviews and complaints

I have made a booking with Agoda that saying free cancellation and only paid once arrive at the hotel. However, Agoda has given the hotel my card details. The hotel then charged me the first night straightaway. I contact Agoda customer service. They said that there is nothing to do with them and asked me to contact the hotel. The hotel replied that I have to deal with Agoda directly as my booking is with Agoda. I have contacted the Agoda customer service many times and got no results. Every time I called, they hang up on me when they can not answer me. They also hang up on me when I asked to speak to the manager. The email reply is the time each time without addressing the issue. I have not experienced such bad customer service. I will never use them again!

Dear Sir/Maam,

I am Noor Hassan, I am writing in the hopes to rectify a problem I've faced while booking through Agoda.

On 18 December 2019, I've made a hotel booking through Agoda for 20 Dec - 26 Dec 2019 at Hotel Mystays Ueno-Inaricho. My booking ID is [protected]. It's been confirmed that I choose a Standard Single Room - Non-Smoking Room that have confirmation I'll be getting a Twin Bed in my booking. Please see the attached screenshot of the email I've received confirming my booking with Twin Bed or my booking ID. The reason for my request for Twin Bed is to provide my children and me with comfort and warmth through the winter in Japan.

However, upon checking in, I was told by the receptionist that I'll be getting a small single bedroom which is not enough to accommodate both my children and I. It was an exhausting 2 hour in trying to rectify the room between the reception and my Agoda booking in which I felt forced to settle for the single room given due several reasons for example;
The payment made through Agoda with non-refundable bookings
The need to search for a new hotel due to Agoda's wrong indication
The freezing cold winter in Japan
To salvage the situation, I asked for an upgrade to a twin bed. However, to my surprise, they told me that the hotel has never accommodated to any room services that provides a twin bedroom. This is a very contradicting situation and false advertising of information on Agoda's part that the hotel provides a twin room to begin with! If Agoda had provided the correct information, I would definitely not choose a hotel that could not accommodate to my trip.

This caused great inconvenience as my son had to sleep on the cold floor of the hotel room which he eventually was caught with a fever/flu during our 1 week of stay in the hotel. I am greatly upset that he had to suffer from the wrong indication made by Agoda's confirmation booking that we would be getting twin beds for our accommodation.

Also, I believed that I actually did make additional payment in requesting for a twin bed in Agoda's customer Information section when making payment. Please refer to the attachment receipt.

With the explained situation above, I am insisting on compensation for the inconvenience caused by your part as I absolutely did not agree with paying a hotel bill for the accommodation of a single bed at the price of a false advertising twin bed accommodation.

I look forward to hearing a favorable reply and rectification of this situation.

Regards,
Noor Hassan
hsn.[protected]@gmail.com

Hi,

I book last December 26 for December 28 - 29, 2019 for Subic Waterfront Hotel. I already settle the payment through bank (BPI) but afterwards, I received an email that booking payment was not confirmed by payment partner on time and my reservation is now cancelled.

Payment reference - 5ELTXK81

This is supposed to be a Holiday vacation for the family that become a disaster. And for the first timer to use Agoda is disappointing.

I want to refund by payment amounting to 5, 400 pesos.

Contact me at [protected] or at [protected]@rgoc.com.ph

Attached is the copy of the deposit slip.

Hoping for your immediate response.

Erly

To whom it may concern,
I am writing on behalf of my wife
We booked two hotel rooms with type Deluxe 4 but was told we are getting Deluxe 3 instead. And Agoda wasn't giving any solution and just kept on stating we can go and still check in ( deluxe 3 ) but if there's any availability on Deluxe 4 we can upgrade which they said was fully booked till now. But the ridiculous part is we paid for the deluxe 4 prices and Agoda seems like they don't care for their customers at all. All the customer service that calls in just kept saying the same thing. What we need is a great solution and not just anything that benefits Agoda.
We are going to travel tomorrow.
When asked for a full refund kept saying we will be charged 50%. But non of the above is our mistake. It's the so called supplier ( which the customer service said ) fault. Kept pushing away all the blame.
I am not concerned about the money but is this the way Agoda treat their customers?
So disappointing

I booked in yesterday 8/12/19 for the Lazy River Motor Inn, booking was for 12/12/19. when I booked the accommodation was advertised as free cancellation with no notification of any repercussions from cancellation. I cancelled the accommodation today as the location is falsely advertised on the agoda site and is not close to the event that I'm going to.

Upon cancellation Agoda has sent me the following:
'Thank you for contacting Agoda Customer Support to cancel your booking.
We have confirmed the cancellation of your booking at Lazy River Motor Inn.
Any cancellation received within 4 days prior to the arrival date will be charged for the entire stay.If you fail to arrive or cancel the booking, no refund will be given.'

I then rang Lazy River Motor Inn to ask about the cancellation fee, they explained that they did not have a fee connected to my cancellation and that they don't deal with Agoda. The booking they received came through 'booking.com'.

If I'm charged for the cancellation from agoda I will pursue reimbursement for false advertising of the location, and I will also purse notification of where the fees actually go to as it is certainly not the Lazy River Motor Inn.

Please resolve this issue ASAP,

Susannah Scott
scott.[protected]@gmail.com

I have been recommended by Agoda website to stay at the Harris Vertu Harmony at Jakarta and have selected the hotel due to good review from Agoda website. I have made the reservation and payed the hotel for amount of RM1277.32 (USD 305.16) on 29th October 2019 and have selected specifically for superior twin bed.

But unfortunately, as we arrived at the hotel at 6th November 2019, only one room with twin bed is available and the others is unavailable as the hotel said it's already full by the time we arrived.

As we had paid for the reservation in full, we found it upsetting to be told that we are given only 1 twin room and 3 king size bedroom which was upgraded. Such act by the hotel caused considerable inconveniences to us as we had travelled 10 hours road trip, the least we want to do was share bed with someone.

We urge that the management of the hotel took initiatives to look at the customers needs when they already have made a reservation at the website for their hotel and hope that this will not be happen again.

Yours faithfully,

(Lisa Sabrina Yassin)

Last night November 4, 2019 my husband booked a hotel in Agoda. The name of the hotel is Spittze Hotel in Bangkok Thailand. So apparently my husband double booked this hotel and we aren't sure how it happened and according to Agoda "that it was my husband's fault" which I want an evidence why it's his fault. Allegedly Agoda said it was his fault. Moving on, we asked the help of Agoda's customer service and they were able to connect Is with the hotel employees. This hotel now has this no refund policy which doesn't make sense because if it was double booked and we haven't avail yet the service coz it will only be availed on December 25. The hotel refuse to give us refund because they are insisting about the no refund policy. It was booked the same time and under the same person so we approximately lost $230. We want the money back because what are we going to do with the two rooms anyway. Also, we haven't used it yet so they can just cancel it. This is the first time it happened and why just now. We've been using agoda for years now and it's frustrating because they are taking it lightly and for us that money it can be used of something more important. This hotel provider is not giving us the help that we needed!

I have made a booking with Hyatt Centric Victoria harbour about a week ago and had made a mistake of not adding my two kids onto the system. I immediately called the call centre and spoke to and agent stating that my concerns where :
That I have left out the 2 kids on my booking and I said to her on the app it stated two double beds but when I swiped to nook it stated two twin beds. She then said that she would call the property and give me feedback after 48 hours. She then called me back to inform me that it was 2 double beds and the kids will be fine. I asked her to update the booking form, she said that she will check with the hotel. Then she got back to me saying that the hotel says that the room cannot accommodate 4 people and they can give me an upgrade to the king suite for 7024 hong kong dollars extra I would have to pay in.

I then called the call centre again to speak to the hotel and ask them if they can add an additional bed or is there another room that I can book at a cheaper rate that the king suite.

The response now was now that there is no other suites available and the hotel says that I must do another booking for my two kids age 8 and 13 to stay in another room. They could not confirm if it would even be an connecting room. Who will leave their kids in a hotel room in different country to stay without their parents.

We are going on a family holiday and all the contact centre says is that they apologize for the inconvenience. Agoda is the middle person, you should be saying that it is not acceptable to treat your customer this way. Instead I will receive a mail in 48 hrs giving me feedback that once again they cannot help me.

I have contacted your call centre about 6 times hoping that they can help me with this situation but they have not once tried to show me that they are trying to accommodate me.

Companies in a hotel/ service industry always try to accommodate the customer with different options. To state that I must do a complete different booking for my kids in another room is ridiculous.

I am now waiting for your response

Regards
Karmini

Agoda is no longer reliable website.
Your hotel and reviews are bogus, and my recent booking with Agoda is a very bad experience. Fortunately, I was warned by other users about this hotel and cancelled my booking. The hotel refuses to make the refund when cancellation is less than 24 hours post booking. This behavior of the hotel speaks for itself of what type of business they are (obviously Ibis only care about rip off its customers with the help from Agoda in Singapore). I feel better by using "booking.com" from now on. Customer must beware of Ibis hotel no refund policy.

My fiancée and I made a booking for this Agoda Home (http://agoda.onelink.me/1640755593) and upon arrival at 6pm (2hrs after check in time) getting drenched in the bad weather, we neither receive any helpful instructions to check into the apartment nor able to reach out to the host. Having to spend 4hrs of your holiday time to resolve an AgodaHome issue is simply unacceptable. We had to make overseas phone calls to Agoda, search for wifi, and search for another hotel stay at the last minute. Agoda helpdesk tried to contact the host but failed as well. Agoda has cancelled and refunded the booking but this is not enough to compensate the loss of our holiday time and our efforts to contact the host. The cost of our time, overseas calls (over 20 mins at $6 per min) and last minute booking of hotel at 5 times of what we had paid after all the frustration at late night causing us to be emotionally drained. As Agoda has cancelled the booking, I am unable to post a review on the booking itself to warn other homestay seekers. Agoda should help to seek compensation of at least USD1, 000 from Host and remove the host from their website effective immediately to prevent such case from happening again.

Regards
Zack
Singapore

Respected

My booking ID: [protected], in Hotel Pooja Yamunanagar (i.e. 1, Jagadhri Rd, Near Fountain Chowk, Vishwakarma Mohalla, Yamunanagar, India 135001)

Check-in: Wednesday, 09 October 2019 (after 12:00 PM)
Check out: Thursday, 10 October 2019 (before 11:00 AM)

But the concern is when we reached in Hotel Pooja they told us that there is no confirmation of booking against (ID: [protected] dt: 09.10.19 @ 08.33 PM), whereas Rs. 1081.91 has already paid at the time of booking.
The issue has already escalated on dt: 09.10.2019 to respective managers but the issue is not yet resolved.
We again request you to refund my booking amount at earliest and ensure that no such harassment faced to any customers in the future from your end.

Regards
Gagan Sharma

The hotel I booked was nothing like in picture.. I wouldn't let my dog stay there... So 6 days booked and I didn't stay there for one night... Hotel was filthy.. I paid over 200 UK pounds and feel I should get a refund cos of misreprentation of the property... Why should I lose my hard earned money when agoda displayed pictures that were nothing like how the property was.. This is misleading the consumer.. And under my consumer rights I feel I should be entitled to a refund... Its made my first trip to the Philippines a bit of a bad experience

I made a reservation at st Regis hotel mumbai from your website and I recived a email confirming me my stay with reference number and booking id and it had a information along with it that I have to pay the amount at the property and after that when I called up the hotel to cross check my reservation they denied and then next day I called up Agoda and told them the problem they told me they will solve the issue and get back to me within 1 hour before they get back to me the amount was charged from my card given for the security and then I called up the hotel Hoping to confirming my reservation but they did not and after that I recived a call from agoda and they ask me to wait for 24 hours to resolve had 24 hours all ready passed and nor the hotel is Confirming the reservation and agoda staff is playing with me .. please do no boon from agoda agoda is fraud company after reviving the amount also they are not able to give the confirmation ...

Hotel: Bayad Ubud Bali Villa
Room Type: 2 Bedroom Villa with Private Pool
City/Country: Bali/Indonesia
Arrival: July 18, 2019
Departure: July 23, 2019
(booking ID [protected])

I booked a holiday in Bali through Agoda which advertised this place as a 4 star Villa. When we arrived there, we found the Villa to be disgusting, dirty, moldy, rundown with broken furniture and staff attitudes were appalling. Reception staff made the stay there hell! They constantly refused to allow me to talk to the manager or resolve any compliant.
We couldn't just walk out & book somewhere else as we are not rich & all the money we had allocated for accommodation was spent on Bayad Ubud Villa.
I returned home & made my 1st compliant on 26 July 2019, with photos. I then had to repeatedly contact Agoda to chase information & answers.

*On 9 Oct 2019 I phoned Agoda customer care number (02 8066 2868) to talk to a manager, I was informed by an automated message that the compliant is closed. My compliant was closed without notifying me or achieving any resolution.

*I sent 2 more emails to Agoda from my personal email & through their official website, complaining again this time about the closure of the original compliant.

*Agoda's phone system doesn't allow customers to contact anyone if someone has closed the compliant (that is very convenient).

The complaints I sent to Agoda are below:
*Agoda Staff failed to handle my compliant appropriately against filthy, disgusting Villa booking, even though I provided photographic evidence! This experience ruined my holiday. There has been zero accountability or response about this issue.

*After many requests, Agoda staff constantly refused to post my revised review even though it was valid & appropriate. There has been no explanation as to why this has happened.

*Agoda Staff told me a full refund was requested & Agoda staff didn't follow through.

*Constant promises were made to resolve these issues & each time Agoda staff failed, with no/ or inappropriate responses.

*There is false advertising by Agoda, because the Villa I booked is advertised as a 4 star Villa, my photos prove this is not the case.

*Each time I contacted Agoda, the responses I received from staff continued to ignore my requests.

*After 2 months of complaining, a partial refund (USD 143.94.) was offered from Agoda which I couldn't accept it at that time, because my compliant was not being taken seriously & was not going to be resolved properly.

*There are too many emails from too many different staff members to attach as evidence. There is no continuity in the handling of complaints. Please contact me for further information

* After having my 1st holiday in 12 years ruined & then having to constantly chase Agoda & complain about the above issues, I know have depression as a result.

*There has been no accountability of either Bayad Ubud villa or Agoda in this sorry saga.

* If Agoda refunds my Villa booking or follows through & gets a refund from Bayad Ubud Villa, that at least will give me closure & I can walk away from this terrible experience.

I look forward to some sort of resolution of my compliant.
Thank you for your time!

Carme Louise

At 5:10 pm, yesterday, October 9, 2019, I was charged for P30, 146 in HSBC account for a booking that I did not do. Currently, as I'm writing this, the charge is still a floating transaction awaiting presentation documents presentation. This status is based on what appears in my online banking account and also confirmed by the HSBC customer service. I want the unauthorized charging be reversed ASAP as it affects my credit limit. I can be called at +[protected].

I been waited for almost 3 month to get my booking confirmation, i can't check my reservation status directly to hotel because i did not receive any booking confirmation from Agoda. Please fix this as soon as possible before the date free cancellation. I don't want to waste my money if it confirmed but i didn't receive any confirmation. Please

I booked and PAID a hotel via Agoda app. On arrival at hotel they did not have my booking or payment and insisted I pay again. I paid at the hotel but at a higher rate than Agoda. I sent Agoda a mail and after numerouse automated emails and submitting numerous documents as proof they sent me an email stating they will refund me the original cheaper rate that I paid agoda directly. I am not happy with this and they must refund me the higher rate that the hotel charged me as they messed up my booking. Every time they only reply with the same automated response...we have refunded you blah blah blah the lower amount. I have requested that they phone me about 10 times now, but only get the same autonomous reply. There is no way to ever speak to someone unless you phone them internationally and it cost me even more money. VERY BAD SERVICE! Book Ref:[protected]

Through Agoda, we booked Noa Noa Private Island for 7 nights from 24/4/2019 to 1/5/2019. Agoda did not advise us of compulsory meal costs, boat travel to/from the island, car travel to/from the airport and did not award us the 20, 000 frequent flyer points as per web site for occupants of the Guest Room on the island. I took this up with Agoda about 10 times and finally sent copies of all documents by mail to Singapore. Emails from about 10 different staff were evasive (to say the least) and I have had no reply from Agoda Singapore office. I find this a very strange way for a Booking Agency to deal with complaints. Given the treatment received, I would never use Agoda again and would hope that no other parties would either!

Dear Agoda,

Today, I called Agoda Thailand to cancel booking and talked with Khun PONGPOT, a male customer service representative, and I told him that I need to cancel the booking no [protected] at Pullman Guangzhou Baiyun Airport hotel because I need to cancel my trip for business there but about 5 minutes holding, he said said he has contacted a hotel already and the hotel said could not cancel. So I am expecting the agoda must be having powerful to negotiate with the hotels because I have been a V.IP member of Agoda for quite some times and 100% of the booking I made via Agoda. If Agoda cannot negotiate with the hotel, How can I ? or What benefits for me to continue be a member or using Agoda because if I need to cancel then agoda cannot help anyway, If I book directly, maybe it is better to talk with the hotel. So my expectation is Agoda should be more helping or negoitating for customers but the customer service guy talking like don't care too much about customer and also asking me to use competitors e.g. traveloga or others. I think this is not good for Agoda if still hiring him. You can check on the tape because you have recorded the conversation.

I WILL NOT USE AGODA ANYMORE if you don't correct this situation or cancel the hotel for me. I am okay if he said, we cannot cancel but what we can do for you is we need to change the cancelled money into the agoda cash in order to encourage customers use next time, I will be okay or happy with this but he said this is the rule only. if you are not happy, then you can try Traveloga or others.

I really hope Agoda fix this for me and I will continue using Agoda.

Regards;

Choo-ake Sujitwanich
Cell : +[protected]
email : [protected]@gmail.com

Last night September 30, 2019 I did my booking in hostile from Sept. 30 to October 14, 2019. I pay already my booking worth 276.71sgd, I arrived here in hostile in the same date after few minutes Agoda cancelled my booking so how? I Paid then they cancelled it immediately without prior notice. Yes they will refund me between 15-30days I cannot wait that because I stay in Singapore shortly. I during my booking I use someone I known to book me using his credit card because I dont have a Singapore Credit card but I pay him in cash, now the problem that someone dont want to return my money unless the refund will come. So how? I only have that budget for hostile. If ok with you can we proceed my booking that I paid last night? It's so disappointed this situation. It's ok with me if Agoda cancelled my book if I did not pay yet but I paid already. Please help me this settle my concern. Thank you