Agoda
reviews and complaints

Please provide me email address to draw my concern. When I call customer service line, due to booking already cancelled the line auto terminated.
Appreciate your assistance to my problem

Below is my issues:
My booking no. [protected] with Imperial Hotel Malacca. Last week, I have cancelled it by mistake and there is 100% charged to my credit card. Would like to reinstate my booking and let me know would it be acceptable.

My booking at Lake View Resort was refused by Management of Lake View Resort stating no rooms are available.

Our booking confirmation ID: [protected].
Period for booking: 19th Oct. to 20th Oct, 2018
Amount paid Rs. 3, 110.91.

My booking at Lake View Resort was refused by Management of Lake View Resort stating no rooms are available.
As such we were throughly humiliated & harassed even though payment was made online, emailed payment receipt to us & confirmed booking intimation was also emailed to us.
We want to know how our booking was cancelled unilaterally.
This may pl. be intimated to us at an early opportunity.

Ajoy Chattapadhyay.

Our booking confirmation ID: [protected].
Period for booking: 19th Oct. to 20th Oct, 2018
Amount paid Rs. 3, 110.91.

Charges were made by Agoda Hotel Reservation Budapest Hu on my Citibank Credit Card last Sept. 25, 2018 for P21, 045.88. I have tried contacting Agoda's hot line (1 212 444 0600) but their answering machine repeatedly asked for my reservation number which I don't have since I did not make any reservation for Budapest as I never traveled to that country.

Most grateful for your help for the refund of my money.

Thank you very much.

I recently booked accommodation via the my agoda app on behalf of my aunt.

Because I used the app, the settings automatically defaulted to my details therefore the booking was made under my name.

I contacted customer service to see if I can get the leads guest name changed from my name to my aunts as I will not be traveling.

It took 2 days for me to get a response only to be told my simple request cannot be actioned due to policy.

Ive read the booking conditions and there was no mention of not being able to make amendments to the booking. I also proceeded to contact the hotel directly and advised it was fine to change the guest name. Yet agoda refuses to comply and assist!

I then called customer service and the girl I spoke to advised she could not help as the case was being managed by someone else and they would give me a call within 24 hrs. It has been 3 days and I have not received any response from agoda.

All in all, a terrible terrible experience. I will not recommend agoda to any of my family and friends. The service is absolutely appalling. The amount of stress and time I have spent trying to get this resolved and yet it is still not resolved.

I am simple asking to change the name of a booking for goodness sakes! You guys can take our money but refuse to offer assistance for something so simple is a absolutely absurd!

Not a happy customer

Mal

Hi I booked a room ar hotel mass pondicherry for oneday through agoda for rs.2700 . I paid it through my debit card and the room was confirmed. Before I started from Chennai, i called hotel mass to confirm the stay. To my surprise, the person who attended the call informed me that the AC is not working for the past one week. How do you expect me to stay in the hotel without ac that too for 2700 and the hotel person also suggested me not to board the hotel. So I had to book another hotel. I had called agoda and informed the same immediately. They said they will contact the hotel and get back immediately, it has been 3 weeks they haven't called me back.i have sent multiple emails and they have not contacted me. Their phone goes on a long hold for atleast 45 mins and there is no answer at all. My booking id is [protected]

1. The impossible way to contact with the Agoda since their booking ID is not valid. Everytime we are asked to provide the booking ID which provided by Agoda but not recognized by Agoda itself. We are not able to contact either by email or by phone further.

QUOTED
Dear Valued Customer,

We are not able to advise any information or details of the relevant bookings due to your current email address does not match the email address provided upon booking make.

Please call in for further assistance: [protected] or [protected]

Our Customer Care is available around the clock. Do not hesitate to contact us should you have any further inquiry. You will need your Agoda Booking ID (9 digits), which can be found on your booking confirmation, and the last 4 digits of the credit card used to make your booking upon choosing to call us. Thank you

Regards,
Lea
Agoda Customer Experience Group

2. I do receive the booking no. [protected] which I capture it on the screen on 18 Oct 2018. The hotel is Abercorn House at UK. Payment of HKD313.45 was successfully made as confirmed with the my banker this morning. I have called your office [protected] / 3071 1201 many times bur still cannot reach you since you need my booking number which you said it is invalid. Could you call me back at 852 [protected] or 852 [protected] to address this odd issue (no booking id on the booking confirmation but payment was made) ?
But they still provide the standard reply as point 1. a loop between the Agoda and the customer.

This is regarding my booking [protected] made thru agoda.com from 19-21st oct. I had cancelled my booking long time ago as my trip chennai was cancelled but looks the the cancellation did not go thru the system.

I just saw a charge a on my card for £200 and didn't realise that the 1st time my cancellation did not go thru. I cancelled it again but looks like my card has got charged.

Is it possible for you to please make an exception and refund the money to my card. I tried contacting the hotel reservations department directly and they mentioned that the head office manages bookings and cancellations.

Agoda has said the hotel has refused to refund the money but when i asked for a copy of the communication from the hotel, they are not able to provide the same.

Hotel room reservation says it's upon agoda to refund the money and they don't control it. Agoda seems to be playing games by putting the blame on the hote.

On Sept. 20th, 2018 i booked a room at a hotel in Ottawa called Adam's Airport Inn with booking.com
i needed to change the date so i called the hotel directly and they changed it for me (to Sept 10)
i called back booking.com to cancel the original booking and they told me that it was booked through Agoda
i got in touch with Agoda and they required a pin number from my confirmation email, which i never recieved
after much complaining they offered to give me a gift card for my next booking
which i didnt really want but is better than nothing
however, the booking for which i was charged erroneously was $128.10 cdn and the gift card which i have supposedly
been given is Worth only 82.72 us ($107 cdn)
AND
additionally, i am NOT even able to use the amount from the alleged gift card to pay for my booking
it appears to be quite a scam because i spent hours trying to log into the system so that they could recognize me
and provide me with the discount but the computer would not allow me to and eventually came right out and asked
me to 'use another email address'
i have tried to deal with booking.com regarding this issue (as it was they whom i originally contacted to make the booking
and they passed me over to Agoda without my even knowing) - but booking.com will have nothing to do with me, saying that
it is out of their hands since i did not book directly with them!
i also tried calling the hotel directly and they only refer me back to booking.com
I would like to be refunded in full for $128.10
i will accept a gift card for that amount, as long as it is valid and i am able to properly apply it to my next booking.
Please help
I dont know what other recourse i have
thank you,
Wendy gravel
[protected]

To Agoda Customer Service,

For your information, I had been surveying for this hotel quite sometime ago and decided to book it on last Sunday. Anyway, I could have book from booking.com as the deal is actually RM100 cheaper than agoda with the same items provided. However, due to the misleading information from Agoda, as when I browse it from my pc, it does not mentioned if the breakfast is not included in that deal and I had been searching for quite some while. But I manage to saw a breakfast icon shown at the main page of my search hotel on agoda page. I am really disappointed with Agoda as I could have book from booking.com with breakfast included a much cheaper price than Agoda. The misleading information in Agoda resulted that I had miss out this opportunity, I could have pay extra RM24 to book at booking.com with breakfast included but now I have to pay additional of RM160 for this misleading information. I had been a loyalty customer with Agoda but I will really look into my loyalty with Agoda right now.

Hello Agoda

This is HOTEL CS in Myanmar. I would like to complain about you are sold our room price. Recently you sold our price is very very indiscriminately price that we also send and send again about your indiscriminately selling price but also you don't reply us. May be you are not received our mail or however ignore our mail. We are HOTEL not hostel. Our room prices are
(1) Standard room is $ 28
(2) Superior room is $ 30
(3) Triple room is $ 35
(4) Luxury room is $ 40
(5) Deluxe family room is $ 45]

Hello Agoda Customer Service,

Please find the below complaint for your kind action.

1. On 14/10/18 at 13:31hrs I had a conversation with your CSE for 19 mins from the point of call and updated my request and clarification. No issues. He did his part.

2. On 15/10/18 at 10:00hrs I had a conversation with your CSE for 25 mins from the point of call and demanded for an answer on the below complaint as per my email on Monday, October 15, 2018 10:16 AM however she mute my call and after several call outs, I have to terminate the call as your CSE just wasted my precious time and absolutely ignored my complaints and didn't provide resolution. This is called ‘CALL AVOIDANCE' by your CSE.

3. On 15/10/18 at 10:25hrs I called again and waited for 16 mins in the call from the point of call however no one picked up my call.

Please call me to resolve my complaint by 5pm today otherwise you do not give me much choice and I will escalate this complaint right to Consumer Ministry for your lack of commitment to resolve a customer complaint due to your own lapses.

Reference #: Booking ID # [protected] under Mr. Salim Najmuddin Lokhandwala

Dear Sir,

This is in regards to the booking we made dated July 24, 2018.
We have booked thru Agoda. Though we had chose to pay at the hotel, the amount was deducted last October 8, 2018 in the credit card we used.
Yesterday, when we arrived in the hotel, room is not ready and they are giving only one room for three person which is not practical as we have one girl with us.

We have booked long time and we don't understand why it is not ready when we check in. Hotel receptionist is saying that they don't have available rooms.

After complaining to Agoda customer service, they provided two separate room in which they are saying that we need to change it again the next day which is very hassle as we don't have time to transfer here and there as we are here for business trip, not for sight seeing and all. We will be so busy due to scheduled meetings.

We are not at all satisfied with this service and we lose our trust in Agoda.

Booked on agoda as the rates were good. However, we encountered a lot of issues when checking in and the hotel was in a pitiful state. We wanted to shorten our trip and tried calling the 24/7 customer service number - no one picks that up. The phone went into an automated call system and then put us on a wait ... we actually waited to see if they would pick up and even after 45 minutes no one came on the line. The customer service help line is a total sham, I don't think they have any call center to manage it and the automated response system ends in a wait cycle. Their email option seems to be equally ineffective with no one responding to the mails. Seemingly, this is a bogus organization with deliberate intent to sell and go ... so if you are lucky and don't face an issue with the hotel you are fine, but should you have any problems then you may as well write off the charge as a bad investment.

Hi!
I have been booked to Smile Hotel Nihonbashi in Tokyo Japan. the date is Nov. 30 2018 to Dec 4, 2018, .. 1 booked small double room without cleaning service for two adults confirmation #[protected]...i just want to know if i can make changes of the days of our stay in the hotel..instead of checking out on Nov. 4, 2018, Tuesday)..we want to check out on Nov 3, 2018 (monday) .. Something came up and change our tour schedule..I am hoping for your kind consideration. i am waiting for your response. Thank You.

Mildred Castro
Makati, Philippines

Agoda booking no. [protected] for Lagana Silent Valley, Ooty for 30 Sept and 1 Oct.

No staff at lobby. Finally when found a staff, she replied that she thought we were not coming.
No toiletries, bath towel, drinking cups, hot flask. When asked for bath towels, it came in different sizes, colours and very old.
No hot water for bathing. Water heater not working.
No F&B and kitchen. Nearest restaurant is half hour down the mountains.
They offered a handwritten menu with limited choices and we waited for 1.5 hours.
No WIFI as advertised.
Road leading to the resort is dangerously muddy and with big holes.
Rooms were dusty. Cupboards when open, polluted the air with thick dust.
Dead plant in all rooms. All 5 rooms we booked were in same condition.
Left the first thing the next morning as it was unliveable. Requested refund from Agoda but so far no positive respond.

Refer to mentioned booking id, I had booked 5 rooms for 2 nights in Lagana Silent Valley.
Due to very poor management and hotel maintenance, I tried to contact hotel reception. But couldnt reached them as no propet number was given.. my guest could not tolerate the hotel management and left the hotel and had to book another hotel on their own asking for refund now. I need to pay them back now due to hotel management mistake.

Please remove this hotel from agoda as it could bring bad name.

I have been using agoda for all my hotel bookings for my customers.

I have messaged the hotel on this issue on 2nd oct. They didnt respond.

Please do something on this issue.

Thanks.
YOGA

Check Booking ID [protected]

I asked for refund since 6 Sept and until now all I get is a runaround asking me for the third time to resubmit documents via links given in order to have my refund banked into my account. All I get is email telling me agoda didnt get the documents because I did not adhere to the steps given. This is Not true because I have followed the steps required diligently. Calls made to the Malaysian agoda office went unanswered.

The hotel booked via Agoda with reference [protected]- is horrible. I want a refund!

1. No aircon - hotel said aircon compressor is spoilt for hotel
2. Window had to be open to cool the room. Unfortunately the window was leaking badly and the room flooded very badly.
3. We couldn't rest properly due to the above
4. Refund sought but hotel said to claim from Agoda since booking done via Agoda

Lime and soda Koh Phangan - booking number - [protected] -Jonathan Wyatt
Hello, the location, setup and interior of your rooms is lovely. Could not complain one bit about that. Bar staff/restaurant staff were AMAZING and very accomdating. Which blew me away after our first night, we had been on a 9 hour journey to get to koh panghan and I was not very well at all, considering the weather was warm I was freezing and having cold sweats and had a general fever due to a cold. I went to the reception to ask if I could have a blanket as I get cold at night and as I was ill I got even more cold during the night. He said I already had one on the bed (I knew we already had one and it was towel material which is fine but I just wanted an extra one to keep me warm) I said to him, I know that I have one but it is towel material and maybe I could have a linen sheet or something just because I was ill and wanted some comfort. He again said "you already have one" I replied with " I understand that but I do get cold, could I have a sheet of some sort that is softer to go over the top" he then rolled his eyes, looked at two other people that were there sighed and walked to the linen room, I waited outside politely, he then came out with another towel material cover and threw it at me. I said thank you very much and he walked away without acknowledging me and laughed with the other two people who were sat with him. I have been in Thailand for a while now and obviously understand English to Thai culture is different but I had never felt so humiliated or even been treated that way in any other area of Thailand. I don't want to leave you a bad review on trip advisor or agoda because I don't want to deter people from coming as it's beautiful apart from that rude member or staff. Every time I walk in he gives me a strange look and it makes me feel uncomfortable. For this reason me and my boyfriend are querying about staying again even though everything else was great. But I was so ill and was crying because I felt so humiliated and put down.

Date: Sun, Aug 5, 2018 at 4:43 PM
Your booking ID: [protected]

We have been charged for a hotel booking that was advertised as free cancellation. We have sent several emails to the Agoda company requesting resolution and cancellation of this booking.
We would NOT have made a booking had we known there was a cancellation fee, or had we known that Agoda would take money from our account.
We have several screenshots from your website that clearly state 'free cancellation' and 'risk free booking'.

However, it is not until the very last step of the booking, that the cancellation policy changes. This is misleading and frustrating and we think fraudulent. We have already sent various emails requesting a refund and cancellation of this booking.

We have several screenshots from the website for this particular hotel that clearly state the cancellation policy as described. This was the case when we made our booking. We would not have made a booking with Agoda if we knew there was a cancellation fee.

We have opened an inquiry with the ACCC (Australian competition and consumer commission) and have also contacted the hotel directly (who replied to us explaining that they were happy to cancel the booking, but that Agoda must process the cancellation). Agoda have already taken the money from our account. We will continue to pursue this issue as we believe the information provided by Agoda regarding this booking is purposefully misleading and fraudulent.