Agoda
reviews and complaints

My Booking ID: [protected], I booked 5 nights in MADINA through Agoda app and paid approx 1900 SAR for 5 days stay but when I came to the hotel zowar international in the night 10pm the hotel said we don't have any bookings and we can't provide room talk to Agoda. I tried calling Agoda but no response through phone. I'm here with 3 kids including infant, I plead them to help me out even I have paid money to Agoda. Even after paying money I have to please people and my vacation is spoiled. No solution yet n I'm stuck in the middle. Pl. Help ASAP. I want solution to my problem as my family also suffering. I'm as good as on road even after paying Agoda. My number +[protected] email: [protected]@gmail.com please help. I have attached the hotel response after reaching hotel and the confirmation from agoda.com a day before.

HI - Agoda has incorrect room rates - July 20, 2018

I am the owner of BJs Seaside Argao Cebu Philippines. We do not work with Agoda, but Agoda has our B&B listed on their website. I think they are using Booking.com for making reservations. We do work with Booking.com

On their website, the double room rate is 1400 pesos. This is not correct. Our rates are 1600 pesos walk-in and 1750 for those using Booking.com. Our family room is 2350 pesos per night.

I have written them three times and have tried many times to call them both here in the Philippines and the UK. No luck - no action taken.

We just had a person come and ask for 1400 pesos per night. We said no. They were very disappointed in us, and Agoda as well

How can we get Agoda to either update our room rates or remove our B&B from their website?

This is a bad business practice that we do not welcome

Thank you.

William Fallon
BJs Seaside
Argao, Cebu Philippines

I agreed with Agoda for the below:

Cancellation and Change Policy
Any cancellation received within 2 days prior to arrival date will incur the first night charge. Failure to arrive at your hotel or property will be treated as a No-Show and no refund will be given (Property policy).

But do not agree with them on the below:

Greetings from Agoda.com. With reference to your booking ID [protected] as detailed below:

Hotel: Steigenberger Hotel El Tahrir
Room Type: Superior King (with extra bed)
Number of Rooms: 3
City/Country: Cairo/Egypt
Arrival: 8/11/2018 12:00:00 AM
Departure: 8/22/2018 12:00:00 AM

(((Due to an unforeseen technical issue, you were charged an incorrect price for this booking))).

Your booking was for 3 rooms at USD 1762.20 per room, for a total booking price of USD 5286.60. However, you were only charged / your card was authorized for the price of just one room, USD 1762.20. Therefore, we would need to secure additional payment/authorization of the additional USD 3524.40 in order to confirm the remaining room(s) in your booking.
Please use the link below to complete the additional payment of USD 3524.40 and secure the remaining rooms. You'll be able to use your Visa, MasterCard, JCB, or AMEX cards.

https://my.agoda.com/en-us/Paymentfailure.html?XXXX

If you do not confirm the additional payment via the secure link above within 24 hours, your booking will be automatically cancelled, and you will be refunded the full amount of the payment already made.

BOOKING ID: [protected]

I booked hotel via Agoda under book first; pay later. The amount S$ 1575.10 was hold on as PRE-AUTHORISATION. I cancelled it on 2nd JULY; I recieved email from Agoda saying "there will NO CHARGES in my account". When I called back to enquire when I will recieve the money, the customer service informed me that the pre-authorisation amount will be credit into my account in 7-10 days,

I checked on 13th JUL, the amount show in ledger balance. On 15th JUL, agoda took back my money from my account. who gave them the authorisation to debit the money from my bank. This is not acceptable. I had confirmed with the bank who informed that it was Agoda who debit my account with the same amount.

I had emailed all my documents to the email given but they all taking their own time to revert back to me which was not fair. Some Customer s

ervice claiming that it will take another 10-15 days for the amount to be credit. In which way I should suffer for the mistake of AGODA? I need a reply now.

The service at this place is actually really good but the fact that the electricity got cut off 2 nights in a roll is unacceptable. It is very hot and out guests here cannot sleep. I don't know whether this is a public issue or a hotel issue but it is the hotel issue, it would be nice for them to take some responsibility because I seriously cannot sleep.
The electricity got cut off at about 4am yesterday and woke me up because the air conditioning isn't working and today again at 12am.
Thanks a lot.

Im so angry cuz of agoda cancel and refund

I booked room before first week of june.
7/9 ~ 7/12 for 3nights with refundable condition because I didnt decide the date of departure.
After that I decided to go so I try to reservation the room a little cheaper with non-refundable sameday 7/9 ~7/12

so i cancelled with my agoda application and it said your room was refundable so it wont charge any fee so free cancel so I cancel with my application.

Fewdays after I got a mail from agoda and it said there is cancel policy that if you cancel within 14 days non refundable so we will charge you a room fee.

So I was like what the...
So I try to contact to hotel and they said you could have free cancel and refund.
So I talk to with agoda and they said they have to cancel confirm from the hotel so I told them they have alreday allowed to cancel what do you talking about?
but they still keep saying that we are find out ...it has been over 10 days already. So im pieced off

How could I solve this problem?

In June 2018 I booked for the first time on Agoda website after a reclamation. After that I cantacted by phone and asked to postbone the reservation for a month to be in July 2018. Agoda asked extra money for the different rates. Ok I payed the money through the website and the new reservation appeared clear everytime I logged in. The problem is that arriving to the hotel my reservation which is clear on my web page does not appear in the hotel register I tried to contact Agoda but hopeless could not.
I lost the money paid first time and the extra charge for the different rates. And more the trubbles made to me and my vacation.
Take care of Agoda.
I have very good experience with booking.com and with expedia.com for long time.
What is painful is the extra charge and the reservation which till now appears on my page and not on the hotel register.

I have booking hotel on Monday 2 July 2018
So them say I can bring animal to the hotel I book and when I reach hotel information say here not allow to bring animal in them hotel so I was angry why I can't because agoda said allow and this is agoda was wrong and them cancel for me so I say I need my money back and agoda said okay so I said I need money back now them say by agoda can't refund now so will refund in 24 hour and I said okay mean is tomorrow at 6pm next days my money will in my bank and I wait until now my money still not come yet so I call agoda them tell me...we will refund for customer in 15-30 days omg [censored] u! Agoda is suck and no have responsibilities just suck...[censored] !

I made a reservation in Tasmania and read the price guarentee. I found the same room for $200 US cheaper the same day and contacted them by email, chat and called. No response, no communication. I cancelled the reservation and they are claiming full payment is due. I will not accept that since they were and are deceptive. The reservation is 4 months from now. I will spend as much time and cost needed to fight and close them down.

I had booked a single night stay for the 02 July at Mikuk homestay. I had paid in advance via the agoda website.

On arrival to the property, I was met by two ladies who said the property was full. I then went to access WiFi and took screenshot photos on my phone proving my booking through agoda. On my second visit only the older lady was present and she spoke minimal English however still repeated the words full.

This was late in the evening - approximately 2030 and I therefore had to seek accommodation elsewhere. I stayed at another homestay close to Mikuk.

I have requested a refund from agoda who originally replied however have now processed my payment and have stopped replying. I wish to receive a refund as I was not able to stay at the property. Mikuk homestay have acknowledged the confusion due to poor English spoken at the property.

I booked on on 3rd Jun a Non-cancellable Member's promotion for a Beach Chalet via Agoda.com website for 24th Jun - 27th Jun 2018 at Berjaya Resort, Tioman Island, Malaysia.
On the 19th Jun I received an Email from Agoda stating that they have changed my reservations to a Sea-view room as they have had some system issues. I would have to settle the same charges at at the Hotel. The Sea-View room is several tiers below the tier for the Beach Chalet in terms of amenities, convenience, handicapped-friendliness and pricing.
I responded to state that I would want to retain the Beach Chalet and that Agoda should resolve their issues themselves. I am at this moment unable to change my destination as I had already made all other arrangements (Transport etc).
While Agoda has after several emails conceded that they will retain my Beach Chalet reservation, I was shocked when I arrived and that Agoda has actually unilaterally changed my confirmed reservation to a Sea-View room and sent the hotel such, despite of the documentations that I had from Agoda.
This is a clear deceit, ethically and legally wrong, enticing bookings with false promotions while making changes at the last minute claiming errors. I understand that that there were at least three other similar incidents in that morning, arising from Agoda Singapore. I have been a loyal member and user of Agoda and Booking.com but this is the first time I have encountered such deceit and the unethical practices and responses from their customer service staff who swept the issue under the carpet. I would like to warn others of this deceitful practice.

I cancelled this booking ([protected]) for more than two weeks already. But I did not receive any refund yet. What are you guys doing?! Respond to your phones and emails!

Your company's customer service is not up to your reputation. I believe I won't be using your services any longer.

You're making me waste my time to need to head to the main office so I could know what went wrong with the refunds.

We booked Beleka Resort in Bali for 1st July until 10 July 2018.
We then received an email from Agoda saying there was a problem with our credit card. We weren't quick enough to reply and Agoda has cancelled our booking.
We are in Lombok and now have no where to stay for the next part of our holiday in Bali. We had booked 3 rooms as we are a family of 6.
It is near impossible to get accomodation at a good price now.

Booking no is:[protected]

hi, I am Nghiem Thuy Chau from Viet Nam, mobile: + 84 [protected]/ +84 [protected]
Email: [protected]@honghatravel.vn
We booked a room via Agoda from 29/5 - 02/6/2018 at the Duchess hotel and Residences, 61 Soi Lang, Lumpini, Pathuwan, Bankok 10330, Thailand.
Our booking code: [protected]

As early as check in the hotel on 29/5/2018, I was asked by a hotel's receptionist to deposit for hotel an amount of money of 4000 THB, and I give my credit card hor her to do it. She said that deposit money will be transfered back to my account during 03 weeks but now I have not received my money yet.

So by this mail, I would like to ask agoda taking responsibility to claim the customer money back in time as the hotel commited.

I looking forward to hearing from you
Thank you,

last night i did a booking on agoda website for Paris, , 3rd to the 6th of july, the amout was in u.k. pounds, i did not receive any confirmation from them and they deducted the amount in Bahrini Dinar, i called the hotel they have no confirmation from agoda, i called agoda they are asking for confirmation number, , the point is that no one responds, money has been deducted, , , no confirmation received, , no contact with Agoda, , its a scam this website, kindly be careful\

tahir

We booked a hotel in moscow ‘ winterfell at smolensk" in june 2018 and fully paid 6 months in advance. Just arrived at hotel and it is cancelled without any notice. Agoda also not helped in the case.
They get the full amount from our account and sell our room hotel to other people. Neither the hotel nor Agoda company took responsibility to help us.

I have make a booking to Mountain Resort ref: 277266125, I have book for 12 July 18 to 15 July 18, but after I received the booking confirmation it shows me the booking is 15 to 17 June, It's totally different from what I book, I quickly called your customer service line, they told me they will liaise with the hotel. I continuous call and email your customer support. They just said no reply from the hotel. In the end even the hotel reply my email say the follow your Agoda policy.

I feel like to be cheat money by your website, It's a totally wrongful transaction.
And your people did nothing to help to correct the error.
So I am here to complain and ask my money back.
I can't go to the hotel which I never plan and never purchase the airticket.
I hope Agoda management can take a attention and act on my complaint and give the feedback asap.

I booked through agoda website, a room at Jungla Aqua Park hotel in Hurghada, Egypt. It said that the room comes with all inclusive and free cancellation. First of all, they withdraw the money instantly from my credit card when I made the reservation. I got the confirmation to my email but it said the reservation in NON REFUNDABLE. When I called the hotel to confirm that they received my booking. The hotel denied my booking and they said that the rate is not for Native or resident Egyptians. It is only for German nationality. I was suprised becuase It was so weird and also it was not indicated at all when I booked the room that it is not for Egyptians!. The hotel said that your problem is with Agoda not with us. I contacted agoda like 5 times. through email, calls or even chat. Everytime I call a customer service agent, they promise me that they will talk to the hotel and resolve the issue. But I got no response each time. I don't know what to do? at least I need my money back.

Hi

I had previously used Agoda for my trip booking for my stay at Park International Hotel on the 28th May 2018-31st June 2018 and booked it on the 14th April 2018

On May 19th, I decided to use Agoda to book for the same hotel on 23rd May to the 28th May. As there was a last minute change of plans, I immediately decided to cancel the booking within an hour of my booking (Booking ID:[protected]).

I informed the Agoda staff over the phone that if they couldnt cancel it, I will just take it. However the staff insisted that I had to cancel the booking before they can request for the refund as mine was issued on a NON cancellation/refund basis.

At that point in time, I understand the staff was doing his job and told me he could not assure me that there will be refund but on my end I also informed him that in the end that a refund was not granted, I will still go ahead and accept the booking.

To my dismay, I was told by another staff that Agoda could not refund the amount as the hotel has already accepted the booking and agoda has already paid the funds to them. Though I was unhappy with the situation, I still would like to commend the staff in helping me get a 200+ plus USD (around 320 SGD) to offset my losses of about 1, 000 SGD. (She did help call the hotel to request a refund)

I was willing to leave it at this when I was in london and did a check with Park International Hotel. The receptionist who attended to me told me that the hotel only charged for 1 one night due to a no show, so I asked about the remaining 4 nights and they told me to check with Agoda.

Imagine the frustration I felt when it seemed like Agoda forfeited the balance.

I have been a loyal customer using Agoda for almost all my travels since day one I signed up. And even at times when your prices are higher than other online booking websites like hotels.com/expedia etc as I appreciate your reward points and service.

However this experience has left a bad taste in my mouth, I would kindly appreciate if the balance of 4 nights can be refunded. I am ok to lose that one night.

Your decision and reply will allow me to decide whether I should explore other hotel booking sites or to stick with Agoda.

Thank You and Regards
Alvin Chew
[protected]@yahoo.com. sg
+65 [protected]

I booked my trip to Bali and unfortunately Booking.com, where I always book, didn't have the best price for the hotel I wanted. They do offer price match. I booked through Agoda and after paying received the worst service. 1. No response on pre trip question. 2. My booking at hotel were not received. 3. I wanted to change departure dates- no response, no where I could do online. This was not available for my booking. 4. Send a commen on FB and they didn't even bother to respond to the worst service ever.
They might have the best price, but not trusted as a travel service provider when you miles away from home and have limited access to communication channels.