Agoda
reviews and complaints

Booking id: [protected]

We bookedthe mahindra resort at coorg agains tgis reference id via agoda. However due to dangerous weather and the givernment declarung high alert, we were advised by mahindra resorts to cancel the stay as it wasnt safe. We also received n email for a total refund to be initiated by mahindra resorts team. However we booked this through agoda and its been a nightmare to get to anybody in agoda. Its a case that can be challenged from consumer rights perspective.. And that will be our last resort we we see no response coming through

Dear sir,

There was an unauthorized agoda booking transaction through my credit card on 7th sept 2018 (agoda.com internet gbr - 503.22 usd mt182500171000010008530). I have contacted adcb bank and raised the complaint. they cancelled the card and reissuing another card. please do the needful to cancel the booking and reimburse the amount asap. also please give more details of the booking so that I can give it to bank for their reference.

Best regards

Jaxon thomas
Mob no +971 [protected]
Email: [protected]@yahoo.com

we were reserved a room in jaz Makadi saraya ressort hurghada egypt through Agoda website and today is our check in and we recived a confirmation mail with our fully payment to the room and we already went to the Hotel and they are telling us no reservation or money transfer done from agoda and while contacting agoda they apologized as the mistake from them but no solution happened in 12 hours and we didn't have our money back or even have the room worest website ever

Hi,

We would like request for an investigation regarding the charges made by Agoda last June 2017. Upon checking with all our bookings and payments, we didn't made any bookings or transactions. I can send you the Credit Card Billing and reply from our Bank.

June 1 - Agoda Hotel Reservation London GBR - 14.863.53
June 10 - Agoda Hotel Reservation London GBR - 13, 373
June 15 - Agoda Hotel Reservation London GBR - 6, 556.94

Hope to hear from you the soonest.

Thank you.

Cathy Mendiola
The Beacon Academy
Cecilia Araneta Parkway
Biñan, Laguna 4024 Philippines
Telephone Nos.: +[protected]
+[protected]
+[protected]

Hi! My booking ID [protected] and I was accidentally cancel my booking when I review the booking yesterday? Please help me that the hotel can be re-activate back? Kindly contact me or email to me ASAP? Waiting for yours reply soon? Urgent!I have call the customer service hot line in Singapore and I canot reach any person and agoda email as well? I need help for the above issue? Thanks!

TLDR: Tried saving a few bucks using budget hotel site Agoda, eventually lost $580 to a double charge from hotel GLAD Mapo.

During a long-term trip in Asia, I repeatedly booked hotels using the third-party hotel booking site Agoda. After a dozen successful credit card transactions and hotel stays, I eventually notice a double charge on my bank statement:

Agoda double charge on bank statement
What the [censored]. I immediately email Agoda with the double charge screenshot, Agoda eventually replies asking for full bank statements for verification. I send in the screenshots and they reply saying they are unable to locate the charge and I will need to call in to verify my credit card number.

I call in but the automated phone system just drops the call each time telling me that it's too late because the booking has been completed. After some more awkward back and forth via email, they eventually agree to call me on the phone.

After a brief phone call, I'm told that I should instead use email to resolve this because I need to show bank statements for verification. Ok, I already did this. Fine. So I wait for the next email where another representative greets me:

"We will need to speak with you over the phone to acquire the credit card number and trace the charge."

Holy [censored]. I'm in one of those never ending support pass-arounds.

Eventually the phone call comes and the representative tries to convince me that I intentionally booked two separate rooms. I tell him that it's impossible that I intentionally booked two separate rooms because we are a couple traveling together and paying with one credit card and the double charge indicates two payments in a short period of time. All evidence points to a booking error or technical issue with the Agoda website.

The representative says he will contact the hotel to get to the bottom of the issue and I should hear back in a couple days.

A week later, Agoda replies:

"We regret to inform that the hotel does not allow to cancel this booking and waive the cancellation fee as per the hotel's cancellation policy. This is purely based on the hotel's decision and unfortunately, Agoda.com has no control over the waiver of fees. … Please be informed that Agoda do not charge for one room twice but you have done the mistake by making the duplicate booking for the same hotel and same date . We are trying to help you to check if the hotel allow to waive the penalty unfortunately the hotel are strict with their cancellation policy."

From my perspective, it all seems insane - we've stayed in one hotel room for a week, Agoda somehow manages to book us two rooms and we are none the wiser. The hotel we're staying at, GLAD Mapo, gives us only one room, does not tell us anything about a second room being booked and then refuses to refund the charge to Agoda.

It's a chain of bureaucratic [censored]. I'm not exactly sure where the chain broke down but I imagine it went like this: GLAD Mapo screwed Agoda, Agoda needed to protect their bottom line and thus had no choice but to screw us, the customer.

All I can do now is report the double charge to my credit card company and hope for the best.

I guess the lesson learned here is always book direct with the hotel - avoid third party booking sites. The less separate entities in the chain, the less likely someone gets screwed.

If you must use a third-party booking site, I recommend avoiding Agoda.com as double charges are possible when using the website. So far, my experience with Expedia has been decent so I will stick with them going forward.

Date of incident: 9 July 2018
Booking ID [protected]

I tried to book Megaboom Hotel, Sydney on 9 July. While I conducted payment through debit card (visa), we got the message that the hotel was full booked, so I didn't get the room consequently. But, the payment was successful and my balance has been deducted at the time.

on 11 July, I called the contact center in Indonesia. He said that I have to be patient because the money will be back into my account. I has been 2 months since the incident, but my money is till not back to my bank account.

so, could you help me to return my money? Or can I get the contact center for Indonesia?

The following I attached the proof of successful payment receipt.

No! they are horrible! I never done this but my experience with agoda was extremely bad, and I feel I am obligated to share it! I booked a hotel from 9/4-9/7 through the website. however, due to the typhoon 21 on 9/4, all the transportation in osaka shut down and we were unable to travel to kyoto. we connected with the hotel and made sure they understood the situation. they also agreed to modify our reservation to 9/5 to 9/7, and refund the one night charge on 9/4. however, as my reservation was through agoda, I was told to contact agoda to get the one night refund. then the most horrible thing happened. after I explained everything in a detailed (as possible as could be) message from agoda site, my entire reservation was cancelled without confirming. i'm traveling in a foreign country with very limited understanding of japanese. I was very shocked to learn that no room was reserved. so I had to book at another hotel with much higher fee at the last minute. I tried to call customer service line and kept getting ‘reservation cancelled'message. there was not even an option to speak to a customer representative. I don't understand how a travel website could be so careless/useless for their customers. this is unacceptable!

Name: Nomfundo Nxumalo
Booking eference: [protected] - Riverside Hotel (South Africa, Durban
Contact No: [protected]
Email: Mfundo.[protected]@icloud.com

Hi, I made a booking on Agoda for a one night stay for 2 at Riverside Hotel (South Africa, Durban). It was a late payment arrangement to be taken on the 27th August 2018. The payment was processed on the day via my debit card, however, another payment was taken on the night of my stay 01 September 2018 for the same amount and same reference. (R1299.51 x 2)

Please kindly assist me because i have important debit orders that are unable to go through due to insufficient funds in the account because money was taken by Agoda without my authorization.

Your assistance with regards to this would be highly appreciated.

Thank you
Nomfundo Nxumalo

Hi Agoda,

Your booking ID: [protected]

Just returned from holiday today & whilst checking credit card statement have noticed incorrect amount charged I credit card.

I recently booked through your website to book accommodation on 6/8/18 in Singapore.
All issues were resolved by customer/booking dept at the time of phone when I rang cancel booking and said to rebook which will allow me to add charges which had been charged to gift card with new booking, except his instruction to use gift card were incorrect so I included details when lodging new booking which was made immediately after speaking with CS see attached photos.

But "Special Request" was never actioned & amount charged to credit card was not amount I approved.

Please amend charges pls send new invoice & return gift card amount to credit card to which I agreed. Not the additional charges via CC.

Regards,
Thashka Ranasinghe
E: [protected]@hotmail.com
M: [protected]

Property name: Books &Bed 27, Lorong8/3D, seksyen 8, petaling jaya.

I was tired and it was the dead of nighgt.. so I decided to spent the night at this place through the agoda booking apps at about 11.40pm. Once the payment is done I went there but nobody was at the reception.. It is like a vacation homes.. With no keys or passkey I cannot get inside the property.. I was left outside for 30 plus minutes in the dark of night.. Nobody was around to help me.. I thought the process will be automatic.. (pay, get the passkey). With no other choice, I had to spend a premium paying for other accommodation.. This such a blatant scam

We start working with Agoda in February 2018 as a partner extranet.
We had a reservation from Agoda in March for customers arriving on 6 of July 2018.
So, by the policy, they have to pay our property after 30 days from guest has been left.
Today is 31 of August 2018 and our property did not receive money from booking on 6 of July.
The Agoda ignoring emails from us and do not answer why it takes so long to get our money. More then 50 days we do not have money.
We are very disappointed with the service from this company.
It looks likes the company doing fraud for partners.
Here is a information of booking:
Our property: The Pearl Of The City (4424240)Saint-Petersburg Russia
Guest Name: FERNANDO MARTINEZ
Reservation [protected] 19-Mar-2018 06-Jul-2018 12-Jul-2018 Agoda - Telex Transfer RUB 20, 400.00 20, 400.00 12-Jul-2018
Could you help us?

Hello! we book for our accommodation for our upcoming family vacation, based on the advertisement posted on the website the hotel is in special promo and it offers free cancellation; we made a reservation and input all our credit card informations knowing that we can cancel if we found much better hotel. when we cancel the reservation we are advise that we have zero (0) refund; the amount of our accommodation is the amount of the cancellation fee.

We tried to email them but no respose for the past 6 days. we are hoping that someone can help us on this.

Good morning
I submitted a complaint on the 6th August.
I have not received a response as yet?
Could you please update me on the progress of my complaint.
I booked a London hotel which was of very poor standard. The hotel was advertised as a quality hotel.
I was extremely disappointed with my booking through Agoda and made an immediate complaint which I have not yet received a response for.
Kind regards
Lisa Williams

I payed for my daughter to stay there two days as my son died it was discusting I have photos to prove it she could not even eat there it was so dirty also the window was broke and wouldn't shut, the whole room was dirty so was kettle and cups I would like a full refund or another place thay can go and stay, this hotel should not be recommend to anyone disgusting thay went on the 24th August Friday night till Sunday could not eat anything there in there best room 108

On the 16th Aug I attempted to book a hotel through Agoda website - The Harbour Gardens Tourist Inn. A hotel in Tagbilaran, Bohol, PHP Using the standard Agoda online system I filled the online form for dates of Sept 7-9 but in payment section of booking webpage both my cards although valid were refused ---- and no Booking number was issued - so as Agode denied my payment I had to close the webpage, then called the hotel direct and made booking myself by phone - same dates

However I now discover that a PAYMENT was taken from my BPI Amore pre-paid card # [protected] on that day the 16th Aug - the sum of 2, 633.82 PHP Pesos - which coincidentally is the exact amount of that booking. I have no confirmation and no booking number, please use the card number and find the payment Agoda system took from the account and the hotel denies any booking from Agoda in my name

This is the issue I wish to resolve - please locate this payment and refund to my account. Sincerely - Robert Coxon is my name and also the name on my card Agoda debited

All attempts to speak to anyone at Agoda without an ID number have failed therefore it is a fraud to take payment without service and deny me contact with Agoda representatives

- I made a booking on the Agoda website

- I realized within a few minutes that I got the check-in date wrong which added an extra night to my booking

- I went back on the Agoda website and followed the on-screen instructions for amending my booking, including re-entering my credit card details.

- I then received an email from Agoda confirming the amended booking and the correct amount my credit card will be charged.

- When I checked in the hotel a week later I was informed by the hotel that I'd booked my room twice and they couldn't do anything about it.

- I contacted Agoda by e-mail and here is the gist of their answer:

"We would like to inform you that there is a additional charge for amending of dates from Aug 7-12, 2018 to Aug 8-13, 2018. Please note as per cancellation policy This booking is Non-Refundable and cannot be amended or modified., If you fail to arrive or cancel the booking, no refund will be given that is why you have an additional of GBP 171.72."

In other words, for a booking costing GBP 150 they arbitrarily charged me an extra GBP 171.72 (actually GBP 179 on my credit card statement>>>) for daring to modify my checking in date by 24 hours! Thank you Agoda!

I tried calling them but either I was kept waiting 20mns + until I hung up or the call dropped suddenly. The support department offers no help other than sending the same standard e-mail.

I've been an Agoda client for around 10 years with on average 5 bookings a year, never again!

To Agoda Customer Service,

Your gift card of equivalent amount is not acceptable. If the hotel agreed to refund cancellation fee then full cash amount must be refunded to my credit card account ending in 8623.

This is the only just, correct and customer oriented response and compensation.

The fact that you charged my card without notification nor advice is improper. The fact that the hotel agreed to free cancellation means my money should be returned back to me. NOt to be used by Agoda and NOT for replacement of gift card which I have no use of in the near future. This is another terrible marketing ploy.

Please advice your management about this and to reverse and return charges to my credit card.

Booking ID [protected]
I made a booking for two rooms at Hotel Rivinka Kataragama to stay on 25th Saturday night for one night and when arrived the hotel was closed and ceased trading two months ago. Dissapointed and surprised with your service and still this closed hotel is in your web. We travelled nearly 300 km from Colombo and went on our annual pilgrimage. We couldnt find a Hotel nearby and returned to Colombo without worshipping. I have paid the full amount to Agoda ($ 140-18) from my Amex credit card.
I am a well known person in Sri Lanka (google my name) with a very busy schedule and unable to go to Kataragama until next year. We buddhist go to sacred Kataragama every year. This is a case which I could take LEGAL ACTION and also could write to media about AGODAs dissapointed service. This is the second time that Agoda dissapointed me. Awaiting for your explanation.

Booking Reference - [protected]

I booked 4 nights at the Library Hotel New York from 11th - 15th September 2018.

The total price quoted included tax and services of $503.49 was £2, 624.24 GBP. Equivalent of 3, 726.50 USD. On pay date of 26th August 2018 being today.

The exchange rate today 26th August is 1 dollar = 0.78 pound sterling. This equates to £2, 901.12.

My credit card has been charged todaywith £3, 043.81.

This being £137.14 more than today's exchange rate.

To have it confirmed on the booking confirmation as £2, 624.24 and be charged £3, 043.81 is £419.57 more than original confirmation.

I have tried numerous times calling customer support to no avail.

Please confirm how you reach these figures, if I do not receive a satisfactory reply I will be taking this to watchdog for misleading prices.

Regards

Geraldine Lowrey