Agoda review: Downgraded, ignored, and censored by Agoda

I booked a week-long stay at a hotel advertised on Agoda as “newly built,” with a 4.6/5 rating. I paid the full amount upfront through Agoda, as a “Pay Now” booking.

Upon arrival, I was told my room had a plumbing issue and that I’d be relocated. To secure my agreement, the front desk showed me a single photo of a clean, modern-looking room at the alternative property. I accepted, not wanting conflict on arrival.

The actual room was nothing like that image. It was old, dirty, and extremely noisy due to ongoing construction—both inside the building and directly outside my window. Bed linens were torn, stained, and never changed during housekeeping. The substitute hotel had a 3.3/5 rating—a clear downgrade from what I paid for.

I contacted Agoda after my stay with a full account of what happened. I provided multiple pieces of evidence: photos comparing the promised room versus the reality, two videos showing continuous construction noise, and a clear explanation that I never paid the second hotel—because my booking was fully settled with Agoda.

For several days, Agoda responded with automated requests for documentation I couldn’t provide—like a receipt from a hotel I never paid. Only after I insisted and shared visual proof did they finally acknowledge “significant discrepancies in the quality of your accommodation.” They then offered a 20% refund—but framed it as a “gesture of goodwill,” not as accountability for failing to deliver the booked service. They also deleted my honest review from their platform.

I’m sharing this as a warning. Agoda will sell you one product, deliver another, deflect with impossible demands, and erase your feedback when it’s inconvenient. I’ve since switched permanently to Trip.com and filed a chargeback with my bank—because fair compensation shouldn’t require a fight. If you book with Agoda, document everything. And don’t assume loyalty will be respected.

View 0 more photos