Agoda
Reviews and Complaints

I made a hotel room booking with Agoda.com under booking reference ID 1109011349 for Bab Al Shams Desert Resort Dubai with date of stay 31.12.2023. I cancelled the booking on 19.11.2023 and the booking is considered as no show and no refund

Even though the booking is cancelled 40 days before the date of stay is considered as no show with 0 refund is unfair and even worse is that they are not even willing to reinstate the booking

[12:00, 30/11/2023] Susanna KWAN: Re: Confirmation for Booking ID # [protected] Check-in 12/14/23 : I need to pay with my new credit card.

[12:00, 30/11/2023] Susanna KWAN: Dear Agoda,

My registered credit card (ending 5202) with you was lost 2 months ago and now I use a new credit card to make all payments for my travels. As you know, I am your VIP client, yet I could get no help but robot replies from your Agoda web when I ask to change my credit card, so that payment for many upcoming nights of hotel in Portugal that I booked for my upcoming Xmas 2023 holiday.

Can you send me some help so that I could change my credit card payment details? This is urgent as, some of my booked hotels would already start charging me in early Dec 2023.

And below is one of the hotel which I booked which requires payment by 7 Dec 2023. I expect a reply within 48 hours from you. I also copied this complaint to Agoda CS hoping I could get an earlier feedback, as your robot failed to walk me through how to pay for my hotels which fees are pending urgently.

Regards,

Susanna KWAN (852-[protected])

Hotel: RedDoorz near OWWA Pasay

City: Manila

Country: Philippines

Date of Stay (should be): November 25 to November 27, 2023

With regards to this matter, Me (female) and my dad were supposed to stay in this Hotel i booked with Agoda and paid thru online, yet they didn't allow us to check in, and worst they wont give me my refund due to their so called cancellation policy, yet the property were the one who were in breach of the contract first for not allowing us to stay because as to them "different genders cant stay on the same room" , I am not the one who defaulted so why is the contract placed against me? And in the first place they did not state in the contract that different genders cant stay in the same room.

If anyone can easily alter the provisions, how easy it was to defraud others. Please act on this, thank you!.

My name is Julie Schmidt.

I booked a return flight #1102571701 and #1102571705 on November 5th 2023.

I received no reply email stating that bookings are not confirmed due to no longer available.

You have taken $772.82 out of my account with no services or bookings.

I have tried to speak to numerous people on numerous numbers from your company to no avail.

I was told that it was my bank holding the funds which I have been assured that this is incorrect.

I would like an answer on when to expect my refund

I am a VIP Platinum member of Agoda, by mistake I have booked one room at Abad Whispering Palms, Kumarakom, Kerala, India on 10th of November 2023 at 22.50 (Booking ID [protected]) for check in date 10th November itself. Actually I want to book it for 11th November 2023. I tried to cancel the booking immediately after the booking, it says that the booking already confirmed. I request you to please refund the booking amount or please change the date to 18th November or 25th November.

thanking you

Bought an oversea flight via Agoda. Was told to buy luggage from airline direct. All the links sent by Agoda failed. Attempt to buy airline online and was charged US$28,900 per piece. Feedback to Agoda not acknowledged. Asked for the email to write to airline was ignored. Seemed Agoda has no contact with the airline. Better don't buy flight tickets from Agoda, no after sale service. They will charge me more for cancellation, but don't want to tell me how much is cancellation fee. Not sure what to do now.

Booking I.D- 903079061

I had booked a flight for 2 pax, on 2nd March 2023 for NOK Airways to fly from Bangkok to Hyderabad on 14th May 2023 from Bangkok to Hyderabad.

I recieved information after a week that the scheduled airline has cancelled its flight for 14th may (frm Bangkok to Hyd). and i was asked to book another flight for 16th may or nxt available flight by paying additional entire cost for new booking. OR the option of getting a refund for my cancelled flight( which the carrier had done). No fault of mine.

I had called the Agoda team to pls get me refund of my booking, as i will book another flight for the same date. Agoda sent me a mail saying that the refund will happen in due coure of time.

Its been 7 months now and MY REFUND IS STILL NOT DONE. This amounts to pure cheating.

I have made numerous bookings through Agoda and i am a VIP premium status. I did not expect this laid back attitude from Agoda.

Pls release my refund imiidiately.

Tarun anand- [protected] (india)

We booked the three different hotels at three different places in Chiang Mai from 1/11/2023 to 6/11/23. Unfortunately, my husband's father was hospitalised and had to return so we requested to cancel and to refund. When we talked to the customer service Agoda we were told that we will get return. Two property did cancelled and refunded. We did not get refund from third hotel (booking ID [protected]). After several chat and talk over a phone we were told that Agoda is waiting the email from third party. Today on 1st Nov 2023 we get the email saying cannot be cancelled and refund because hotel didn't agree. But when we talked to the hotel we were told booking been cancelled and refunded.

we didn't cancel just because we didn't want to go, its an unfortunate moment for us. If Agoda wants, we can provide necessary documents (which I told to Agoda staff when talked over the phone).

Expected result: refund the payment from the third hotel as well.

I booked a domestic ticket from India and I needed to cancel it. Even though there’s a certain amount that has to be refunded, Agoda customer care couldn’t cancel it. I called up 5-6 times and every time they are not cancelling it. It’s the worst thing ever happened to customers. If they can’t do it then no one should ever book from them. Please be very careful with their management.

To whom it may concern,

I am writing to express my dissatisfaction and frustration with the service provided by Agoda. On October 26, 2023, I booked a room at Fairway Colombo Hotel through Agoda, but when I arrived at the hotel, they told me that there was no reservation under my name. I contacted Agoda immediately, but they could not resolve the issue. I had to book another room with my own money, which cost me more than the original booking.

I expected Agoda to apologize and refund me promptly, but instead they asked me to provide documents that prove that I did not use their reservation. I complied with their request and sent them the documents, but it took them a long time to process the refund. They did not offer me any compensation or explanation for their mistake. They treated me as if I was the one who caused the problem, instead of being a victim of their negligence.

I am very disappointed and angry with Agoda’s service. I have been a loyal customer of Agoda for a long time and I was about to become a platinum member, but after this incident, I will never use Agoda again and I will advise my friends and family to avoid Agoda as well. I think Agoda should take responsibility for their error and compensate me for the inconvenience, stress, and extra expenses that they caused me.

In addition, I had to make an international call to Agoda’s customer service, which lasted for more than two hours. This cost me a lot of money, much more than the amount that Agoda refunded me. This is another example of how Agoda failed to respect and value me as a customer.

I hope you will take this matter seriously and respond to me as soon as possible.

I booked a hotel through Agoda that was advertised as a relaxing stay on the queen Mary. A loud festival outside the hotel until 1 am and 2 false fire alarms made the stay unbearable. Agoda's response is that there's nothing they can do. That is unacceptable. I understand that these are 2 separate entities, but absolving themselves of responsibility on the basis that they're just the booking company is a hand wave of an answer at best.

We had 9 rooms booked at the Jumeriah Hotel in Shanghai. When I checked with the hotel on the 22nd I was told that the following names of the bookings does not show up on the system and hence had to book the guest to another property.
Name of the guest
Aliasgar Adamali one single room
Malith Dissanayake one double room
dates 22nd to 27th September 2023

I booked a reservation with Agoda for the Travelodge, Queen Street, Edinburgh between 20.10.2023 and 22.10.2023 and the booking ID is [protected]. However, as there was a storm, the trains were cancelled.

I called the Travelodge direct first of all who told me that because I booked through a third party, I would have to contact Agoda direct. I therefore called Agoda who told me they could reschedule for a different date. I provided new dates of 08.10.2023 - 10.10.2023 and I was told you would contact the Travelodge and ask if the dates were available and for them to be booked in. I was told that I would receive a phone call and an email to confirm this. Furthermore, I was also told that if the dates were unavailable, I could request different dates.

No contact was received from you, therefore I called later in the day. I was told again that you would contact Travelodge and I was placed on hold. The advisor then told me that I could not reschedule as confirmed by Travelodge. By this time, at was 4.30pm on the date I was due to arrive and therefore it was too late to try and arrange another form of transport or to try and arrange for somebody else to go in my place. This has resulted in me losing £267.86 due to you providing incorrect and conflicting information.

Had I not contacted you a second time, I would still waiting. I would therefore like the money to be now refunded to me. I have emailed evidence of the train cancellation to you.

I did booked a returned ticket but as i have seen after, the dates where interchanged so i did contact them to cancel or refund but they said that they cannot do it anymore.

I have attached the screenshot of my web browser history which i seen as from sep 28 that would be from basco to manila but what i did received was sep 28 manila to basco. Same with the returned booking from oct 8 basco manila but it was manila basco.

Good Day!

I booked the Amara Hotel from Oct 28-31 on behalf of my niece and nephew last Sept 29 and had fully paid the hotel stay but until now I have not receive the confirmation of my booking. No receipt was issued as well.

I would like to request a copy as I am not in Singapore on their check in day.

I tried multiple times to retrieve my booking via your website however my booking was not even listed. The chatbot service is not helpful at all.

I even contacted the Amara hotel and inquired if my booking was completed and confirmed.

It has been almost 2 weeks and it is very very unusual for a service provider like you to completely forgotten to send the confirmation and receipt.

Flight schedule was 20-24/9 from Hong Kong to Taipei, travelled with China Airline.

I bought 2 tickets from Agoda platform, on the ticket confirmation the name was in the correct order, however when I arrived at HKIA, the check in counter told the names were in incorrect order and I had to pay the fee for changing the names onsite.

I contacted Agoda and their replied was apparently the name was input incorrectly while purchase yet since their system is different to China Airline, and nothing they can do for me regards on the paid fee.

I have admitted there is a partial fault at my end, however Agoda replied in same content only via different representatives and even once replied with bolded message as if I have problem reading or understanding. This is truly a disappointment to a well-known travel platform and not once admit there is also a fault on their system and their formatting, worse is to shift all blame to the customer alone.

I like to seek for your help in getting my refund as i don't understand how a customer should know the system between two companies are different.

Many thanks

Ms. Chan

([protected]@hotmail.com)

We had the worst nightmare as this was the worst property with improper Google map location, no one lifting phones, no reception , and a pimp area with all africans and no one to attend when physicaly visited. And we were not the only ones there were 6-8 families couples bachelors searching for the guy responsible for handling this property .

We had to forcibly stay else where , dint sleep the whole night and paid 3 times money to stay in a hostel but still a clean place.

We want to register our complaint and want the money refunded ASAP .

id [protected]

gain, I would like to reiterate that you guys were the one who relocate me to the new hotel. I paid and in cash even though I ask for receipt which they told me that they do not have. I did not pay using a credit card. They ask me to transfer it to their GCash account ( see conversation about the payment and the payment that itansferred.)

If you guys will not refund my first payment ( dream cabin) and the reimbursement. Rest assured that I will file a formal complaint to Department of Tourism, Department of Trade and industry (DTI) and local TV show - Tulfo.

Your company sucks! You are accrediting rented residences who are just getting money from customers and who does not issue Official Receipt. That’s a technically in Bureau of Internal Revenue that your partners does not issue receipts and you expect customer to provide it to you.

I will spread this in social media so that people should be aware what kind of services you guys and your partners provide.

I would like to reiterate that I and my family was the one who experienced inconvenienced from your partners and service. And yet you want to me to provide receipts where in fact you were that one who endorse the relocation to me. That’s BS!

You making everyone complicated. I’m a VIP/ Gold member of your app and this is how you treat you prime customer! Bravo to guys!

Within 3 days/72 days as you committed to me I will expecting my refund thru dream cabin which I paid and also the reimbursement which I also paid via cash outright payment.

You guys should close if you cannot provide better service to your customer.

Below is an email I received after I enquired about getting my overcharges back...I may be reached at [protected]@gmail.com. I booked for myself and husband on his computer (marcotte.[protected]@gmail.com).
Receipt #3350627
To
Maurice Marcotte
Date
August 18, 2023
Pay method
****- 4349
Total
$ 242.00
Booking details
Property name
Days Inn by Wyndham Ottawa West
Booking number
6404772
Check-in
August 18, 2023
Check-out
August 20, 2023
Charge details
Room price
$ 204.00
Taxes and fees
$ 38.00
Total
$ 242.00
The price does not include any applicable hotel service fees or regulatory surcharges.
Please do not reply to this message, as it's from a notification-only address that doesn't accept incoming emails.
Privacy policyTerms and conditions
© 2023 Holisto LTD. All Rights Reserved. Registration number: [protected]
Reina Marcotte
You've taken $336.23.
We are Canadians, we stayed at a Sep 27, 2023, 00:18 GMT+7
There has been an error on our credit card; we were charged in US dollars when we stayed at the Days Inn by Wyndham Ottawa West. We have a printed document showing us that the total charges were $242.00 but our credit card invoice showhotel in Canada (Aug 18 & 19, 2023)...so why are we being charged in American dollars?
Hema
Sep 28, 2023, 03:50 GMT+7
Dear Reina,
We thank you for your email. Unfortunately, we need to inform you that this email is directed to an irrelevant department where we do not have any information about the customers.
Please note that we have escalated this to the Agoda customer service team which would be able to assist you further on this request. Kindly allow them 2-3 business days to reach out to you.
To contact our customer service team, please see the customer service number on your booking voucher or use the Agoda Customer Help Center website.
We need to apologize for the inconvenience this may cause.
Thanks in advance,
Hema
Agoda Accommodation Service Specialist (USA)
Business Hours: Monday - Friday (9 AM to 6 PM)
Hotline: +[protected]
Have a question?
Visit our Homes Help Center
Visit our Partner Hub
Need further support:? 💁
Go to our YCS extranet and click on "Need Help" button at the bottom right corner to message us directly
YCS App is available to download:
Google Play
[App Store (https://apple.co/2upUCil)
alttext
Hema (Engage)
Sep 28, 2023, 03:50 GMT+7
Dear Reina,
We thank you for your email. Unfortunately, we need to inform you that this email is directed to an irrelevant department where we do not have any information about the customers.
Please note that we have escalated this to the Agoda customer service team which would be able to assist you further on this request. Kindly allow them 2-3 business days to reach out to you.
To contact our customer service team, please see the customer service number on your booking voucher or use the Agoda Customer Help Center website.
We need to apologize for the inconvenience this may cause.
Thanks in advance,
Hema
Agoda Accommodation Service Specialist (USA)
Business Hours: Monday - Friday (9 AM to 6 PM)
Hotline: +[protected]
Have a question?
Visit our Homes Help Center
Visit our Partner Hub
Need further support:? 💁
Go to our YCS extranet and click on "Need Help" button at the bottom right corner to message us directly
YCS App is available to download:
Google Play
[App Store (https://apple.co/2upUCil)
alttext
Reina Marcotte
Sep 27, 2023, 11:21 GMT+7
This is the receipt we received from you:
Receipt #3350627
To
Maurice Marcotte
Date
August 18, 2023
Pay method
****- 4349
Total
$ 242.00
Booking details
Property name
Days Inn by Wyndham Ottawa West
Booking number
6404772
Check-in
August 18, 2023
Check-out
August 20, 2023
Charge details
Room price
$ 204.00
Taxes and fees
$ 38.00
Total
$ 242.00
The price does not include any applicable hotel service fees or regulatory surcharges.
Please do not reply to this message, as it's from a notification-only address that doesn't accept incoming emails.
Privacy policyTerms and conditions
© 2023 Holisto LTD. All Rights Reserved. Registration number: [protected]
Reina Marcotte
s that you've taken $336.23.
We are Canadians, we stayed at a Sep 27, 2023, 00:18 GMT+7
There has been an error on our credit card; we were charged in US dollars when we stayed at the Days Inn by Wyndham Ottawa West. We have a printed document showing us that the total charges were $242.00 but our credit card invoice showhotel in Canada (Aug 18 & 19, 2023)...so why are we being charged in American dollars?
Hope to hear from you soon,
Reina & Maurice Marcotte
[protected]

Hi

I have booked a flight in agoda on 27/09/23 for the fight from HYD-GOA on 5th oct 2023, later i have cancelled it because of a personal reason. I have asked for the refund of 8167.12 INR and intially they have told me that they will give the refund of rs. 5000 INR and i have received any update or refund. ihave called the customer care no. several times and now they are saying that money is not refundable completely.

Also they are asking me for the proof about our verbal conversation which is not saved. Kindly do needful and refund the money. The amount is really huge for me and it is an immense loss if i won't get refund. please initiate the refund.

Booking id - [protected]