Agoda
reviews and complaints

on 8/5/2022, we booked and stayed in de hous guesthouse setia alam without power supply, owner told us to contact agoda for refund.

I already paid for OYO 44010 Royals Star Hotel, 509 Jalan Tuanku Antah, Rasah, Seremban which should checked in 6 May 2022 Friday and have to checked out 7 May 2022 Saturday but no room available when I want to check in on Saturday 7 May 2022 around 5:40am. The Hotel front desk told me that already got 4 person came in before me and happen same like my case " no room available" and one of them spent 3 hours to get back his refund.

I called hotel's owner but he picked up calls several times but did not answer me. Later I called customer service of Hotel OYO around 6:31am and she refer me to Agoda customer service, therefore I called Agoda customer service approximate 6:40am 7 May 2022 Saturday. Agoda's customer service held my call twice for more than 27 minutes, it's not worth to hold on the phone where has no outcome. Totally spent 2 hours for calls only.

How come Agoda customer service did not call me back about the solution? Customer service can't identify my problem within 27 minutes and has to initiative to return call at all.

I called nearby Hotel Rasah which could cost up to RM110 for my 2 hours rest, which idiot will do that?

My family and I spent a sleepless morning at nearby petrol station and shower brush teeth at the toilet of petrol station. 9am 7 May 2022 we have to get ready for attending church wedding nearby then wedding lunch till 3:30pm lastly family dinner at 7pm.

My husband finished work at 3am 6 May 2022 thought that can have a short 4 hours sleep but ended up he did not sleep for 48 hours.

Agoda mistakes cause my husband did not sleep for 48 hours. We paid to suffer. Suffer in making calls (2 hours), suffering with no sleep.

We booked a test an go hotel package for Thailand with PCR tests and transfer for May 6th via Agoda. On April 28th The Thai government has abolished the rule for PCR tests for arrival dates from 1 May.

On May 2nd, the hotel we had booked with Agoda wrote to us and offered us a free cancellation.

We gladly accepted that.

Now in the whole cancellation process it turns out that AGODA doesn't want to know anything about it.

After hours in the telephone queue, you reach an Internet call center that blocks everything. Emails are not answered or you get a customer satisfaction survey as an answer.

Although the hotel offered us free cancellation, and the Thai government also obliges the hotels to reimburse for services not rendered, Agoda doesn't care much.

It looks like Agoda wants to keep all the money for the hotel, PCR tests and transfer costs.

I can understand that Agoda wants to keep its commission, but the actual service providers such as the hotel (which offered us free cancellation) or the hospital (which carries out the PCR tests) or the driver are left empty-handed.

This is unfair enrichment by the Agoda agent. As a customer, you have no chance at all to speak to a competent employee.

Agoda retains monies for which no services have been rendered.

We made a booking at Travelodge London Kings Cross Royal Scot Hotel.

When we arrived there was nog room booked by agoda for us. I phoned all day to agoda to get the reservation confirmed. In the evening we still had nog confirmed booking in the hotel, although i hade a mail with the reservation (confirmed and payed). We had to make a new reservation in the hotel so that we could sleap somewhere. The price was much more expensive that with agoda. Result we have paid 2 times for a hotel, i had to call al day with agoda (did not enjoy my vacation) and did not have a solution. I lost my money and my nice holiday.

TERRIBLE HOTEL.

PLEASE PROVIDE ME A REFUND.

Since day one when we first checked i on 30th Apr, we booked x2 rooms (double with 2 double bed) - - according to staff is the biggest room available. When we got in, aircon didn't work for both rooms. Lobby temperature is even colder than our rooms'.

After informing them, we got downgraded to smaller rooms with dusty rooms. They were super dusty which caused us to have sinusitis.

Thereafter one of the room's door lock was giving problem and that anyone could open the door without using any keycard. NO SAFETY FEATURES AT ALL.

And on 2nd May, staff could have the cheek to tell us they missed out our room make ups. From what I observed, it's the WHOLE FLOOR. IT'S NOT AS IF THE HOTEL IS VERY BIG AND THAT WE INFORM ROOM MAKE UP LATE. These are plain excuses whereby online they promise daily room cleaning and disinfection. This is totally not acceptable. When we ask for more toiletries and towels as they did not replenish the items and make up the room, they took forever to arrive (1hr) and the toiletries didn't even come. I paid for the hotel and service, and this is unacceptable. I want a refund. Please get back to me as soon as possible.

Thank you.

At [protected].

We booked a room for 3 adults at monte carlo hotel in lahore.

What they failed to show in the pictures provided was the bed is literally next to the bathroom all open spaced.

I have attached the video as proof.

It is disgusting that they think people can live like this. Everything was dirty and an old sofa was on the same floor as the bed and bathroom.

You are literally walking in toilet water.

I have booked Hotel by Agoda by 22nd April 2022. My booking id no. Is P0000115556. I have booked the Hotel included breakfast. But there was no facility of Breakfast at hotel.

I here by request you please refund my money of Breakfast.

Regards,

Parth Kanade

+91 [protected]

I complained last March 26 that the resort where i booked my reservation does not include pool and they are asking to pay extra 250 per head to access it. Agoda said that i need to call booking.com since the reservation was also connected to them. I complained about this unforseen extra charge which was not stated on the website when i booked it and i even have it escalated to a supervisor, the supervisor agreed to cancelled the reservation and will book a new one that i need to pay again but they will refund the whole amount of the first booking which i completely agreed on. They advised me to wait until April 16 for the refund but i did not receive it until now given all of the screenshots of the receipt and my bank statement. Its been almost a month since this has been escalated but still not getting the promised refund.

hi agoda has taken payment twice from my bank account ending 2231 this was for a booking with a b&b called the arches in st austell for 4 nights starting 21/04/2022 up to 25/04/2022 the amount that should have been taken was for £144.00 which has been taken twice by agoda please can you rectify this now by putting back the second payment you have taken right away i have been in touch with my bank who will proceede with matters to get this money put back into my account. i must say your website should acknowledge that payment has been paid and not ask for payment for a second time

Hi Team,

This is to notify that the for by booking with Agoda at hotel Hotel Palazzo Delle Stelline had an unpleasant experience. As the room allocated was just above the kitchen or the breakfast area very early in the morning the hotel staff came to the kitchen and started organising the cutlery’s which made so much noise that i could not sleep after a tiring day.

Please refer the video attached. I discussed during my checkout from hotel with the hotel staff and they said since hotel is paid the amount cannot be refunded directly to me and Agoda should be contacted for the same as the claim can be processed through agoda. I request you to please refund the amount for the stay as it was such unpleasant stay that made me feel sick as i could not sleep since the staff came. Walls of the room were so thin i could hear the people in the next room.

For any further queries i can be contacted on +[protected]

Incorrect dates booked by Agoda. On 4th April 2022 I placed a hotel booking in Santorini for 6th-10th July 2022 for a 40th birthday celebration, instead the app reset the dates and booked it for 6th-10th April 2022. I didn’t receive a confirmation email confirming dates. On the very morning of the 7th April 2022 I received a customer survey email asking how my stay is so far in Santorini, at this point my heart was in my mouth and this confused me as I was at home and not at the hotel in Santorini. I suddenly contacted Agoda who mentioned as it’s a non-flexible room I wouldn’t get my money back but they will look into the matter and will contact me back. I received a phone call explaining I need to contact the hotel directly. I did exactly that and the hotel routed me back to Agoda. I spoke to several different agents and sent many emails over different days and was told different things. I am still as of today sending emails to get this resolved but they have responded that I wouldn’t get my money back. I have lost sleep and this has caused so much undue stress. My anxiety has got worse and I am out of pocket of £1,017.33.

The customer service is a shambles and would not book through this company again. I paid over a £1,000 for a 4 night this hotel that I haven't stayed at. I sent Agoda my flight details to confirm my flight to Santorini is booked for July and not April. But again was told no refund is possible due it not being a flexible booking. Iv explained several times the app caused this issue and not receiving an email made matters worse.

Really unhappy and I’m trying everything to get my money back but getting no where.

Booked a pool villa for my family holidays from 10 Apr 22 till 13 Apr 22, two days before check in, Property agent informed to change location, claimed that the swimming pool is not safe to use due to broken tiles. Proceed to check in on 10 Apr at the Replacement unit, but found Replacement unit in poor condition, lack of maintenance for months, facilities not available as per agreed. After rejecting this Replacement unit, call customer service center and by various mail, Agoda respond was to contact the Property agent myself to resolve the issue which I received unfriendly reply from the agent. Agoda did not and was not able to help and ensure that customer is getting what they actual paid for!

While looking for another new place to stay, the same unit that claimed to be unsafe for use appear on Agoda web and available for booking over the same period! Informed such incident to Agoda but they do not care and keep telling me to resolve the issue myself!

I tried to booked and a domestic flight within Japan, last Thursday. I got a booking confirmation from Agoda, payment and booking Id all good.

I called the airline a few times across weekend, they confirm no record.

I logged to agents from Friday until Monday now, I have been passed around that vendor need to confirm, will get back to me. Many lost promised from each agents.

No I want to cancel the flight, I can’t, the agent again promise to double check with vendor.

My flight will be tomorrow, what do they need to check? Why vendor confirmation takes so long since Thursday. My flight Tuesday..

I m really disappointed and I don’t know who to escalate this. I rather use another service.

Wasted my time and my mobile phone. Holding each call for 20 minutes, I made at least 5 calls and follow up emails.

I tried to book accommodation for 13th April but received no confirmation to say the hotel had been booked. I received no email or phone communication about the attempted booking, and had no way of finding what the hotel was called or the address as the website would not allow me to go back. The following day $155 was taken from my account by Prime Hotels Group.

I had been booking hotels for two months in a row from Agoda and I received the so called Platinum member ship.

As a regular “hotel resident”, I used Trip. com most of the time becuz of their deal and also membership.

Unfortunately, even you spent loads of money booking from them and you got a decent title for membership. A random booking from the website is the same as the so called Platinum. I think people are not fool. If you can not provide royal membership etc, just simply don’t remind me every time i make a booking I got the best price than everyone. It is a liar!

Hotel room book under reference #[protected], Tried to call for make the match price as the hotel website offer. After provided the screen shot from hotel website as Agent Jay requested, and got rejected. Called again, second agent took 30mins to go around 5 times verify my profile instead of provide helps, eventually was not helpful. Third time called was hangup directly. Four time called and requested us to send screen shot and bank detail again. Fifth time call, can't help at all. This is now a day Agoda service is, no responsible no procedure no customer service which is very impressed for just handling a small case. Please replied your solution otherwise refund directly if you helpless for the issue.

Specified the dates 15-19th April and was quoted a price of $1660 for this period, $415 a night. Have been charged for the premier suite which is $1660 a night, and $6500 debited from my account.

I am told booking is non-refundable, and this money cannot be returned. Extremely unimpressed and waiting for westpac to dispute the transaction, will complain formally to government authority that it is false and misleading advertising.

I booked Westin Siray Bay Resort & Spa, Phuket - SHA Extra Plus test and go on Monday 4th April to stay 1 night on Thursday 7th April. I gave my card details and got a confirmation.

I applied for the Thai pass. By 6th April I received an email that it was rejected. The reason being stated was:

Dear Ms. SONYA LISA NICHOLLS

Your hotel has rejected your registration in the Thailand Pass system due to incomplete / non-compliance documents. Please contact your hotel directly for more information.

Your Hotel(s):

Westin Siray Bay Resort and Spa Rejected, The hotel has not received payment for your booking, Appointment not found,

However this isn’t true as the hotel had my card details and charged me even though it was the hotel who cancelled. The hotel charged me the full amount. That would have been impossible without my card details and permission.

I am not happy about this at all. We wanted to go on this trip.

My email is: [protected]@hotmail.co.uk

I booked a studio in Dubai my Agoda id [protected] they are not refunding my money they are claiming that they have done it. I sent my bank statement to them but till now no refund has been done. This is clear case of fraud. I need my refund immediately.

The booking was 2nd march 2022

This is highly unprofessional & bad customer service on behalf of Agoda team

I am a platinum member of Agoda & this is unacceptable attitude.

I need my money to be refunded.

I made a booking on the 6th of March

For 1st-3rd of April for Milano serviced appartments

This was booked as a birthday gift for a weekend away with a friend

I did not realise payment was to be made by the 26th of March so take on board that it was my fault for that

But when I received the email I didn’t see it till the 27 of March booking was not canceled and I messaged the hotel as that was the only option I had and I asked if I could make the payment the next day 28th of March

They replied and said it was absolutely fine

When I woke up Monday morning and went to make payment my booking was canceled

I called Milano and asked them why my booking was canceled as they replied it was absolutely fine

The lady I spoke to said she replied to my message and the cancellation was not on them it was canceled by agota and she was unsure why

I asked her if I could have the same booking and pay for it but somehow in such short time that booking was not available anymore

But I could re book but the price and all that was included I couldn’t get I was upset but said I would take it and pay but when she looked they only had Friday night available and that was not going to work as I had booked other things for the weekend and needed both nights

I was so upset and stressed and needed to find something else at such short notice

I did find something but I have paid more then I originally budgeted for

Teresa petricevic

booking ID is [protected]