Agoda
reviews and complaints

Booked a resort room through the agoda website in koh samui. The room was not as per photographs shown. I booked a 1st floor room with balcony and was given a ground floor room with no balcony. The room was also fithly with a dirty toilet, dirty shower, holes in the walls and in very bad condition and was a minus 1 star room. I refused to accept the grubby room and agoda just gave me the run around so I checked into another resort. Agoda refused to give me a refund and claimed I was a no show. They also claimed that in thailand they call a 1st floor room with balcony a ground floor room?. I have stayed in thailand on many occasions and never had a 1st floor room on the ground floor. This company is a sneaky unethical online booking company.
Under no circumstances should anyone consider in booking with these crooks. You will get ripped off...

I book a hostel for the 18th-20th of Jan and cancel it on the 16th. Agoda sends the cancellation email to me and presumably the hostel on the 19th and then refuses to refund me despite sending a screenshot that clearly shows this. So somehow I had cancelled my booking while I was also staying at that hostel?! Customer support was a incredible chore to reach, as when I tried to contact them using my booking number, the answer machine TOLD ME THE BOOKING WAS CANCELLED and hung up! It took roughly 2 weeks to get told they wouldn't do anything and during that time I got an email that asked was I satisfied with the resolution, despite not being resolved! Truly truly awful service. Avoid this like the plague.

I was making 3 different hotel booking from Agoda android application. I made two booking but unfortunately my first booking check in and check out month wrongly put by me. It was 6th of June to 12th June. But I wrongly put 6th of July to 12th July.
This is after 4 month advance booking.
Immediately i e mail to Agoda for correction.
Now they are annoying this ia not in our policy.
I said this is after 4 month booking please reschedule it from July to June but not properly responding :(
What i do now .
Please help.

Thanks. Imran Shafqat.
+[protected]

enge.[protected]@gmail.com

Yours sincerely,
Imran Shafqat

Where to begin? It's been almost 2 months now of being given the runaround for a refund on a hotel I never even got to stay in because when I turned up they had no booking for me but it had been prepaid. I stayed 1 night at another hotel that I paid at the hotel but they also took this payment twice. I have been sending receipts and credit card statements to prove the fact and yet I am now being asked for more information. They are really awful - the worst customer service experience you will find. Avoid at all costs - use booking.com or airbnb. I do not know how this company is still in business.

Your support is very bad. I have been wrongly charged twice for the online booking that i made. The error was in your system, and i was informed that the other booking was under bookingcom which is your sister company. I just book once and it was only with Agoda. Your agent refused to help and keep on asking me to talk to the hotel. I called the hotel, and they said I supposed to contact Agoda. Until today i am still waiting for the refund. My Booking ID [protected].
I keep on telling that i never do any booking with booking.com, but only through Agoda. One of the agent mentioned that Booking.com is Agoda sister company, and there could be an error as my booking appeared both.in Agoda n Booking.com for the same booking. But then, i never get any further resolution and no refund for the error in your system. I felt cheated by Agoda as this appeared to be an error in your system. I need a refund for the other booking which i never did but i got charged on my credit card!@

I made a booking for 3 nights at at Hotel based on a price provided by Agoda. I selected to see prices in AUD at the top of the page. The price clearly showed AUD 490 per night. This equates to AUD 1470 in total. I made the booking. Upon receiving the emailed confirmation, the total for the booking was USD 1468. I contacted them. I was asked to provide screenshots of the price in AUD which I did. I received a 40 minute phone call in which the operator endeavoured to give every excuse under the sun for the price discrepancy; exchange rate, that I didn't select dates (which I did and showed them in the screenshots), taxes... you name it, I received the excuse. I was eventually told that yes they understand and will call me back. I have received another phone call now from someone else who also advised that it is due to the exchange rate! Once again, I advise it is not the problem. I then receive email advising that it is due to the exchange rate.
Let's do the math here - based on today's exchange rate - a price of AUD 1470 would equate to approximately USD 1051.58. I am sick of the excuses. I am sick of people not understanding the issue and/or how exchange rates work.
This is not an exchange rate issue (I am happy to pay USD 1051.58 as quoted). What has happened here is nothing but fraudulence.

Dissappointed by Agoda's service, we are asking for a refund for only 625.89AEd from november 2018. until now they haven't return the amount yet, so this is what their service do. it will really took so long for them to return for a refund.

they are asking for too much repetitive questions, if you cannot return the money back, just tell us. dont waste our time anymore!

I'm badly disappointed for both the services with Agoda and with the hotel I reserved.
Today I reserved a room at saffron inn hotel in Delhi with my Agoda app, when I arrived the room I choosed and paid for was not available and they wanted to give me a very bad and smelly one instead, I tried to cancel my reservation but in the app it shows I've not any booking...now, what's going on Agoda? Appalling service, I ‘d love to be contacted to resolve this unfortunate situation.
Sure of your understanding I'm waiting for an answer.
Regards
Stefania Di Gioia

Dear all,

Charged me two amounts while I only placed one booking. Nobody replied and followed up.

I only booked Explore Hotel in Taichung that cost $431.22 with reference no. ID [protected]. However Agoda HK charge me another amount $476.53 that I booked nothing with but showed on my credit card statement. Emailed to Agoda since 23 Dec and no news but mailed to request a proof I had cancel booking of ID [protected] on 8 Jan from my side. What is that nonsense replied. I had no cancellation but being charged for what I didn't book at all.

Please follow up and check and cancel of the wrong charging HK$476.53. Do not just keep telling me no such record. It is shown on my credit card statement as on the attachment with your company name on.

Already two weeks. Sure will not have any booking with your company. I will take further action if there is no news after tomorrow.

MS HO SIN MAN

Hello Agoda. I made a booking on 29.12.2018 Booking Ref.: [protected] for Manpreet Kundi Royalton Hotel . I cancelled the booking on on the same day 29.12.2018 by calling agoda informing the genuine reason. My bank account has however been debited to the tune of AED 312.70 to my amazement. I have contacted the Customer Service Executive of Agoda but until now I did not receive any such amount. I will therefore want Agoda to refund my money into my account before i consider my next line of action. Your earliest action will be appreciated.

Selamat sejahtera.

Tuan,

Saya ingin memaklumkan pihak tuan bahawa saya telah melakukan tempahan hotel secara online melalui agoda.com. Disebabkan itu, sy telah menggunakan kaedah transaksi online maybank2u dn telah membuat pembayaran sebanyak RM321.69. Namun begitu, pihak Agoda menegaskan bahawa mereka tidak menerima wang tersebut, walhal jumlah wang tersebut telah dipotong daripada akaun saya. Menurut pihak Agoda, saya seharusnya berhubung dgn pihak Maybank untuk menyelesaikan hal ini kerana mereka tidak menerima wang tersebut daripada saya. Setelah berurusan dengan pihak Maybank, mereka menjelaskan bahawa transaksi tersebut telah berjaya dilakukan terhadap pihak Maypol. Saya kemudian menghubungi Maypol dan mendapati bahawa transaksi tersebut sememangnya telah berjaya. Namun, saya telah menggunakan email yang salah sehingga menyebabkan saya tidak tahu bahawa tempahan hotel saya sebenarnya telah berjaya. Seandainya saya mengetahui hal ini lebih awal, wang saya tidak akan hangus begitu sahaja. Ya, memang benar saya telah menggunakan email yang salah. Namun, bukankah saya telah memberikan pelbagai lagi butiran lain yang amat penting terutamanya resit sebagai bukti pembayaran. Sekiranya pegawai khidmat pelanggan agoda meminta saya menghubungi pihak Maypol berhubung pembayaran tersebut, sudah tentu hal ini dapat diselesaikan dan saya juga dapat menikmati hotel yang telah saya tempah dan bayar. Namun, mereka hanya menegaskan bahawa mereka tidak menerima bayaran tersebut. Malah mereka meminta saya berurusan dengan pihak bank setelah beberapa kali menghubungi agoda. Berurusan dengan pihak bank begitu memakan masa. Semalam baharu saya dapat result daripada pertanyaan saya berhubung pembayaran yang telah dipotong daripada akaun saya. Pihak bank lalu menerangkan bahawa Maypol telah berjaya menerima bayaran tersebut dan saya seharusnya menghubungi pihak Maypol. Akhirnya ke mana duit saya hilang telah terjawab sebaik sahaja saya bercakap dgn pegawai khidmat pelanggan Maypol. Saya menghubungi Agoda lagi untuk memaklumkan berkaitan hal ini dan mendapat tahu bahawa wang saya tidak dapat dikembalikan. Pegawai khidmat pelanggan tersebut terus mematikan talian apabila mendengar saya yg mulai merengus. Saya amat berharap agar wang saya dapat dikembalikan memadangkan saya tidak menerima sebarang perkhidmatan atau produk daripada transaksi tersebut.

Tuan, kalaulah saya dibimbing dengan betul berhubung permasalahan tersebut, sudah tentu saya tidak rugi seperti ini.

Agoda conveniently deducted my 76, 035 Reward Points on 31 December 2018 without even a reminder to me. Agoda can send promotion materials to me via email every single day but when it comes to expiry of Reward Points, Agoda has very conveniently failed to even send one reminder to me.

I am not able to reach Agoda by phone or email as the way they have structured their contact system makes it impossible for me to reach them on this complaint as I do not have a booking reference number.

I appeal to Agoda to reverse the deduction of my 76, 035 Reward Points soonest possible.

Dear Sirs

I had made two bookings on 29December with KSL Hotel & Resort as per the attached booking respectively unfortunately when we arrived the hotel, they could accept 1 booking from us which was ID [protected]. I had no choice but to leave my children and the helper temporary first and look for another hotel to accommodate for my husband and myself.

My children did not check in the hotel till 8 plus and we wasted 4 hours for requesting to confirm the other booking of ID326547905 and I called varies times but the voice mail kept saying that this particular ID was incorrect. KSL Hotel & Resort will not accept the booking ID having Processing and there is no confirmation on their side.

please call me at +65 [protected] - Selina Tan

First time staying at Rydges and so disappointed..we booked our room a months ago trough Agoda and paid around $368 so my kids 10 and 7 can enjoy the south bank river fireworks view for the 1st time. Agoda promised a one time experience celebrating new year with a fireworks view. We were shocked with the 4th floor room with a horrible view and all other facilities were restricted so no access to view fireworks anywhere from the hotel which we purpesly booked and paid that much to be able to view fireworks as it was advised by Agoda. The pool was also closed. I am requesting a compensation as room was not as described by Agoda. We really had a bad experience and waisted our New Year's Eve with my family.
Regards
Said

I made my reservation for hotel in Phuket dated 23 - 25 December 2018 however when I depart to the destination, the hotel has shut down. It is no longer exist. I was stranded middle of nowhere, calling Agoda for assistance. Customer Service did not resolved my problem immediately and telling me some grandmother's stories.
End up I calling Agoda for 3 hours but no answer. I am paying high roaming charges, stranded on the street, no hotel to check in as I book through agoda. Sending numerous email but no reply until end of the evening. Its critical situation but agoda did not contact me via phone immediately.
I was requested to find a new hotel and pay myself for reimbursement but i still have not received any reimbursement and no feedback from agoda. I calling them every day but still no answer. Nobody attended to me until now.
The same incident happen to my friend where he book through hotels.com. It resolved immediately by relocation and reimbursement for expenses within 3 days. How can hotels.com can be so much efficient compare with agoda.com? If hotels.com can do it, Agoda should be able to do it as well. Attached necessary receipt and email for references

I made a guest house booking for lodging through AGODA. The booking ID is [protected]. I made the full payment INR 1446.22 for the booking confirmation made at SAHU GUEST HOUSE. However the guest house owner/staff claimed that they don't have any account/dealing with AGODA and didn't accept the booking. Now I'm asking for refund of my money paid to AGODA but there was no proper response and exact confirmation for the refund of my money from AGODA. Herewith attached the booking confirmation mail received from the AGODA.

Please refer to this case,
Re: Agoda Booking ID [protected] Check-in November 13, 2018 BID(1):[protected] RBPO PNBF

Charges is being charged to us when it's clearly not our fault for not turning up to the hotel book because a email sent stating that there is a credit card failure charging the rooms book. And when you all / hotel charge our credit card there is no confirmation? And yet you mention that we didn't turn up? How would anyone know that whether they successfully book the hotel
Or not or the credit card being charged or not?
Please get a manager level or higher to revert to me!

I called customer service to check if I could transfer my reservation from Holiday Inn Corpus Christi (Airport) to Holiday Inn Corpus Christi (Downtown Marina) as I made a mistake when booking and did not realize the slight difference in the hotel name. There are about 10 minutes apart.

Farah, the customer representative called the hotel to check on this. She get back to me stating that the hotel (Airport) agree that they can cancel the reservation Without Any Charges. However they cannot book the one in Downtown Marina from their end so I'd have to do it by myself, in which I did. I told Farah that is fine, go ahead and cancel it if they wouldn't be any penalty and I will book the one in Downtown Marina by myself.

Then I received a cancellation email from Agoda stating that a 1 night fee has incurred due to the cancellation. I emailed them and received a reply stating that it's the hotel policy. Why am I charged a first night fee when I did not cancel? I merely request to transfer to the same hotel chain which is 10 minutes away, IF there are no charges. Once again, I was assured that There Will Be No Penalties/Charges. The words were if I have not paid, no charges will incur. If I have paid, the payment will be refunded to me. This was also in the phone conversation recorded by Agoda.

If Farah were to tell me that I'd have to pay a first night fee, I wouldn't transfer in the first place. I was merely inquiring if I could do the transfer since I intended to book the one in Downtown Marin and only booked the Aiport one by accident due to the slight difference in the names.

Note that I have used Agoda for many years. I use Agoda for the convenience where I can check my booking history. I can pretty much book my reservation through Holiday Inn website directly as they charges the same rate. If I were to book with Holiday Inn directly I could have just transfer my reservation with a simple phone call without incurring any charges. I know this to be true as I have done so in some business trips that requires me to be in another city immediately and I transferred part of my reservation to the Holiday Inn in that city.

I am so disappointed with how Agoda works these days. The remark and assurance of a customer service representative (Farah) is not consistent with the reply I'm getting.

This is a serious issue for consumers that book Holiday Inn through Agoda. Business travelers or leisure travelers alike will not get the same convenience of transferring within the same hotel branch if booked through Agoda.

1 night rate for this small town hotel might be $142.60. However it could be a few hundred to a few thousand for better hotels.

To be honest the rate is not even an important issue. The issue here is that I only requested for the transfer/ cancellation if there wouldn't be any charges/penalties etc. I was assured no, so I proceed, now I have to pay an extra night because I believe in Agoda's customer service representative?

Made a booking in GBP and saw that in my credit card statements wS chsrged in EUR - when i questioned this (waited 30 minutes to speak to an agent) they said i need to be educated on how to make a booking! I have been travelling firfor 15 years never had any issues with hotel charges - the website is always clear on the amount

Then after further 30 minutes they agreed to refund me - sent my statement screenshot now someone else replied back stating that it was taxes thats why there is difference in the charge! But it clear it states EUR ib my statement and their website states GBP!

This is unacceptable- i need the transaction fees refunded and i was not made aware i would need to pay in EUR

I also did price match claim and still nobody has responded to me its been 1.5 weeks - they say 48 hrs to respond!

Will never book with Agoda again even if they are giving free rooms!

I arrived at the FabHotel White Castel SEZ on Dec 11 2018 at 11:00pm, only to be informed by the concierge of the hotel that I have no booking on the hotel. I showed the staff my agoda booking ID, but the staff just shook his head and in a rude manner with broken English asked me to leave the hotel because they were fully-booked. It was already late at night, I was tired and had no place to stay. I bribed one of the hotel staff with 200rupee to ask him to call me a taxi to take me to my friend's hotel and rest for a the night.
The next morning, I tried to contact Agoda India to inform them about the incident but I was not able to reach any person to talk with at Agoda. I tried countless times of calling, but the phone just kept ringing with no one to answer. I was frustrated and very traumatized by the experience.
I am a frequent traveller and have been a loyal user of Agoda for many years. I've been using it at Hong kong and Philippines with no problem at all. But this experience in India is really unacceptable. Poor customer service would be an understatement.