Agoda Customer Service Issues

Subject: Refund Request Due to Poor Accommodations Dear Sir/Madam, I am writing to request a refund for my cancelled booking at the Godfrey Hotel, as promised by Cynthia Conradt, a front desk associate. Despite confirming the refund, I have not received any communication regarding this matter. During my stay on July 3rd, the accommodations were deplorable. The room was unsanitary with issues like a malfunctioning toilet, uncleaned surfaces, dead bugs, and hair on the bed. After speaking with the hotel manager, it was agreed that a refund would be provided instead of a room change. I kindly ask for your prompt attention to this matter and appreciate your assistance in processing the refund as per the agreement made by your staff. Thank you for your cooperation. Sincerely, Kimberly Hicks

I made a booking for accommodation, and the payment was immediately deducted from my account. However, shortly after I received an email stating that there was a technical problem and my booking was canceled. I was informed that it would take 30 days to receive a refund. This issue remains unresolved, and I am unable to speak to anyone as the phone line only provides a recording. It is frustrating that my money was taken despite the technical problem, and the wait for a refund is long. The accommodation is still being advertised five days later, which raises concerns about how many others may have faced the same situation. I have evidence that the payment was made directly to Agoda.

My booking ID is [redacted]61. I pre-booked and paid the billed amount of [redacted].80. However, upon check-in, I was asked to pay additional charges of [redacted].20. The hotel claimed only [redacted] was paid, leaving a balance of [redacted].40. I attempted to contact customer service but received no assistance. I believe I overpaid by [redacted] and need this matter resolved promptly.

On July 7, [redacted], I reserved a stay at Living Hotel Weissensee by Derag Berlin for 6 nights in December [redacted]. After realizing I'd made an error with the dates on my booking confirmation, I promptly canceled the booking to correct it. Despite the free cancellation offer highlighted on both Agoda and the hotel's website, I was surprised by the cancellation fee charged by Agoda for the entire booking amount, citing hotel policy. I reached out to the hotel via email, and they confirmed their free cancellation policy, instructing me to contact the booking agents for a refund. I kindly request a refund of the payment made.

We have been attempting to cancel our reservation but have been unsuccessful in reaching anyone for assistance. Our reservation number is [redacted]8. We have tried contacting using the reservation number but have not received any response after three attempts. Please address this matter promptly to avoid any further issues. Thank you.

Booking ID [redacted]44 ***Booking Name: Trixia Joyce Invento Email: T***[redacted] I made a reservation at Grand Riviera Suites [redacted] from June 30th to July 2nd. Upon arrival, we were informed by the front desk that the property owner was overseas with the keys, leaving us unable to check-in. We waited for hours with our elderly grandparents for no resolution. The front desk suggested contacting the owner, which I did, but received no response.

Hello, I made a reservation at the Royal Atlantis. Due to incorrect information from the airline, I needed to change the dates, so I cancelled the booking. I was under the impression I had until August 10th to cancel as I triple-checked this. My booking number is [redacted]22. Currently, I am attempting to rebook through Agoda and already have a property in mind. However, I noticed a charge on my credit card for the cancelled booking. Due to financial constraints, I kindly request not to be charged for this mistake. If a refund is not possible, I am willing to work around the incorrect dates for the room, but I prefer to rebook as soon as possible. Thank you.

I made a hotel reservation through Agoda with booking ID [redacted] at Canario Boutique Hotel in San Juan, Puerto Rico. My check-in and check-out dates were set for July 3rd to July 5th for two nights. Due to a flight delay, I arrived at the hotel on July 4th at 9am. Unfortunately, upon arrival, I was informed that my reservation had been canceled due to my late arrival, even though I was charged for the two nights. Despite my explanation and the absence of any policy about late arrivals resulting in cancellation, they refused to provide a room or refund. I expressed my disappointment, but they callously acknowledged they were essentially taking my money. I even informed the hotel via email about my late arrival, which they claimed they never received. Subsequently, I had to book a last-minute room at another hotel for nearly $[redacted], greatly disrupting my vacation plans. While I understand the initial reservation was non-refundable, I urge for a reimbursement, as their policy regarding penalties for late arrivals was not explicitly stated during my booking on Agoda. I seek assistance in resolving this matter.

Hello, my name is Douglas W. I was recommended to your website for great deals, so I thought I'd try booking a room for tonight. I usually use other platforms for my travels. I found a fantastic $54 deal in Statesville, NC but was surprised by a $[redacted] deposit request at check-in. Unfortunately, I couldn't cover it until tomorrow after work. The front desk clerk suggested contacting you for a refund since I didn't check in. I've been struggling to reach out for assistance. One phone number was invalid, and the chat support was limited. It seems I might have to sleep in my car tonight. I would greatly appreciate a refund and any help you can provide. Thank you for your assistance.

I would like to request a repair. The advertisement on the website promised a garden view, but the room I got was in the attic with only a skylight. Additionally, breakfast was supposed to be included, which it wasn't. The room was extremely disappointing. Due to the slanted ceilings in the attic, one couldn't stand up straight and had to stoop to move around. The toilets were also uncomfortably narrow, making it difficult to clean properly. I booked through Agoda, where it clearly stated garden view and inclusive breakfast, but none of these were provided. After contacting Graham, he acknowledged the mistake regarding breakfast and issued a refund. To summarize, the attic room I stayed in should not be rented out to guests. I believe a refund is in order for the false advertising and lack of respect shown. I didn't complain on-site to avoid inconvenience, especially since all other rooms were occupied, and I was exhausted from traveling by bicycle.

Dear Customer Service, I would like to address an issue I experienced with my booking at Villa Le Palms Resort in Udaipur, Rajasthan, India. I had reserved a room for check-in on July 10th and check-out on July 11th, making a payment of Rs. [redacted].11 via credit card. My booking ID is [redacted]97. Upon making the online payment at 19:10 on July 9th, I did not receive a confirmation for 30 minutes. Around 19:43, approximately 35 minutes later, the hotel management informed me that they were fully booked and unable to accommodate my reservation. They advised me to cancel, which I promptly did, with the assurance of a full refund. I kindly request assistance in arranging the refund as the property did not have any available rooms and the Agoda website did not reflect their non-availability.

Subject: Urgent Request for Cancellation - Agoda Booking ID [redacted] Dear Customer Service, I recently spoke with Shanti regarding the above-mentioned booking. I have not initiated this reservation and urgently require its cancellation. On the evening of July 11th, I attempted to book the Berlin Select Checkpoint Charlie hotel room. However, the transaction failed multiple times at the payment screen, resulting in an error message prompting me to return to the homepage. Subsequently, I refrained from proceeding further due to time constraints as I needed to confirm this booking before the 11th of July, 23:59 to cancel my existing reservation at the Berlin Mitte Campanille hotel. To my surprise, I received an email on July 13th at 21:44 confirming this booking, which I did not authorize. Despite speaking with Shanti, who claimed the booking was made on July 12th, I assert that it is inaccurate as I was absent and inaccessible on that day due to personal reasons. Moreover, I was informed of another reservation at the same hotel from the 16th to the 18th, for which I have not received any confirmation email until now. I can confirm with AMEX that the only transaction attempt made was on the 11th, which was subsequently canceled by Agoda due to the errors encountered. Given the urgent nature of the situation with the check-in date looming, I urge you to cancel both bookings at the Berlin Select Hotel Checkpoint Charlie without any financial implications. Kindly confirm the cancellations promptly. Having been a loyal Agoda customer in the past, I trust that as a Gold level client, you can assist me promptly in resolving this matter. Thank you for your attention and assistance. Warm regards, S. Ramdjan

I made a reservation for 3 nights with Agoda Booking ID [redacted]55 for check-in on July 16, [redacted], and also made a payment through Agoda. However, I received an email stating that the reservation was canceled. My bank processed the payment, as I can see on my bank statement. I have been trying to get my refund of €[redacted], but no one seems to be willing to help. I am disappointed by the lack of responsibility and reliability from Agoda. I wish you all a good day and suggest being more considerate when handling other people's money. Paola P.S. I booked these three days to visit my daughter in the hospital. I am still abroad today because I live there, and my daughter is in Italy. Thank you very much.

Dear SRIDHAR PANJA, We regret to inform you that the recent booking you tried to make did not go through, and therefore, no confirmation was sent to you. We apologize for any inconvenience caused. Any charges will be refunded, and any held amount on your card will be canceled without any fees. If we need more information, we will contact you separately via email. Please be aware that some banks may take up to 30 days or until the next billing cycle to release any withheld funds on your card due to this unusual error. We sincerely apologize for any inconvenience this may have caused you. If you have any further questions or concerns, our Agoda Customer Service team is available 24/7 and ready to assist you. Thank you for selecting Agoda for your booking needs. Best Wishes, Agoda Customer Experience Group

I reserved 2 rooms at Hotel La Residenza in Rome because Agoda's website stated there was onsite parking. To my surprise, the hotel denied having parking when I checked directly with them. As a disabled veteran with orthopedic issues, I specifically chose this hotel because of the parking facility. Unfortunately, the hotel refused to cancel my booking and refund the money. Agoda's customer service did not provide assistance in resolving the issue, stating they couldn't intervene with the hotel. Despite reaching out to Agoda to help cancel the reservation and refund the money due to misleading information, they expressed their inability to assist further. Agoda Booking ID [redacted]85.

Upon my arrival to the accommodation, I had to wait in the lobby for 20 minutes because the receptionist mentioned they were helping a homeless family with eight children who were causing chaos in the halls and accidentally injured a 69-year-old employee, requiring an ambulance. In the room, the door was open, no sheets were on the bed, the bathroom was dirty with towels on the floor, and there was human hair on the carpet. The second room had live roaches on the walls and in the refrigerator, both rooms had no locks, and the air conditioner was not working, leaving the room at 79 degrees. The receptionist issued a refund number for me to provide to seek a refund, explaining that the establishment needed to close for remodeling.

Booking Reference No: [redacted] Hello Agoda Team, I recently booked a stay at a property named “La Dolce Vita House Hararit Northern Israel, Hararit”, which advertised itself as located in the unique settlement on the top of the mountain. However, upon further research, I discovered that the actual location is in the valley below at an Arab village called Dear Hana. After canceling my reservation through Agoda, I learned that there is no refund policy in place. Despite reaching out to the property directly, they refused to reimburse me for their misleading information regarding their location. I kindly request your assistance in resolving this matter and receiving a refund for my booking or for a future reservation. Thank you for your help. Sincerely, Yaron Offir

Booking ID [redacted]97 Rebecca L. I have a booking in Port Douglas, Queensland, Australia, but due to the lockdown and closed borders in Melbourne, Victoria, Australia, we are unable to travel. We are seeking a refund due to the COVID-19 situation, as we cannot make it to our holiday destination. It is disappointing as the booking is non-refundable, but we believe it's fair to receive a refund under the circumstances. Unfortunately, I have not been able to contact Agoda directly as the phone line requires a hotel Agoda ID which I cannot find. I have also sent emails with no response. Your assistance in this matter would be greatly appreciated.

I need assistance with a previous reservation issue. I contacted Agoda regarding a 1-night booking mistake but was charged by Agoda instead of the hotel. I seek a refund of $[redacted].14 as I was unaware of any additional steps required to avoid the charge. Please verify and proceed with the refund. Thank you. "Inquiry forwarded to Yosemite View Lodge. Follow up by replying to this email. James P. Apr 22, 12:47 AM ICT Booking ID: [redacted] Message: Our accidental 1-night booking (ID [redacted]10) for May 24 should be changed to a 4-night stay like the subsequent booking (ID [redacted]58) at the same rate. Kindly confirm if this adjustment is feasible. If not, please advise on canceling the initial reservation. Thank you."

I'm currently staying at The Floridian hotel in Orlando, and despite booking with the understanding that all taxes and service charges were included, as well as breakfast, I've been surprised by additional charges for Wi-Fi, pool access, and parking. These fees were not disclosed beforehand and have amounted to $35 extra per day. Additionally, our room was not cleaned, and despite requesting a non-smoking room, there is a persistent smell of cigarette smoke throughout the hotel. The overall atmosphere is damp and musty.