Agoda Customer Service Issues

I made a reservation for a double room at Ocean Waves Hotel in Myrtle Beach, SC for the weekend of 7/9-7/11. Upon checking in, we were informed of a $50 deposit for the TV remote. The room only had one bed with the appearance of another bed being ripped off the wall and white stains on the thin bed sheets. The room was dirty and in poor condition, nothing like the photos on their website. When we tried to close the door, it wouldn't fully shut, making it impossible to leave our belongings securely. Despite addressing these issues with the owner about the false advertising, he denied any wrongdoing and mentioned rarely checking the property himself. The staff mentioned customers facing similar problems but refunds were refused. I contacted Agoda to cancel the booking and requested a refund, but there has been no response to date. The experience felt like a scam, and I urge others to avoid this establishment to prevent similar disappointments.

I had a rough experience at the hotel I booked for two nights. Upon arrival, I was assigned room [redacted], which had faulty lights and a non-functioning toilet. Despite booking a king suite, I was only provided one towel. After being moved to room [redacted], I found dirty sheets on the bed. The front desk struggled to find proper linens and eventually gave me a queen-size set after a delay. The room had more issues, including an unplugged refrigerator and sightings of cockroaches and bed bugs. Disgusted by the poor conditions and unprofessional staff, I decided to leave and find alternate accommodation. The overall property seemed rundown with litter in the halls. As a hotel housekeeper myself, I was particularly disappointed by the lack of care shown. I am requesting a refund for this unpleasant experience.

Hello, my name is Russell S. I made a reservation at Days Inn by Wyndham Moss Point Pascagoula for July 18-19. Upon arrival, we were informed that I couldn't rent the room since I'm 20, and the minimum age is 21. Despite my wife offering to take over the reservation, we couldn't make the necessary changes. We've been trying to reach out via phone and email since Sunday but haven't received a response. We couldn't stay at the hotel, and I couldn't modify the booking information. I'm hoping to get a refund since we couldn't use the room. Please contact me at your earliest convenience. Thank you.

I made an online booking but couldn't check in as my wallet was stolen, and I had no ID. They wouldn't accept my girlfriend's ID for my reservation because it didn't match the credit card used for payment. We booked a room under my girlfriend's card, and the manager promised to waive cancellation fees. However, I haven't heard anything from them, and the help chat only provides automated responses.

After several unsuccessful attempts, I managed to solve the issue by cancelling and rebooking. I made a reservation in Italy at an Italian hotel, so I don't understand why you continue to communicate in English. This is truly frustrating. Other websites like Booking, TripAdvisor, and Hotels.com operate in Italian. It feels like you only speak Italian to sell products, and it's quite misleading. The problem that concerned me was when I accidentally selected Enzo Colabattista as the owner of the AmEx card, when it's actually my wife, Ziarelli Maria Maura. This small mistake could've cost me the entire hotel amount because AmEx would have declined the charge, leaving me no time to cancel for free. I apologize for the rant, but I also tried calling your phone number, [redacted], 20 times with no answer. - Enzo

I initially made a reservation for a 1-night stay at a hotel on July 25 using Agoda. I later canceled it within an hour as I needed it for July 26, although rebooking for the new date wasn't an option. I received a confirmation and cancellation for July 25 and another confirmation for July 26. Upon check-in, the front desk informed me my reservation was canceled. I double-checked the date and booking number, provided both references, but according to Agoda, they were both canceled. Despite Agoda showing a confirmed booking, I couldn't cancel it as it was non-refundable by then. My attempts to resolve it with a bot representative were fruitless, leaving me at a dead end. Even speaking to the front desk didn't provide a solution apart from offering a pricier room on a different floor. The charge for the Agoda booking has already been processed on my credit card despite Agoda canceling it.

On the 28th of May [redacted], I made a reservation and payment for a stay at the Eviston Hotel in Killarney, Co Kerry, Ireland, from the 13th to the 15th of July. When I arrived earlier than the usual check-in time, I called the hotel to request an early check-in. Unfortunately, due to a fire in early June, the hotel has been closed. The receptionist mentioned they had been trying to reach out to Agoda multiple times to cancel bookings, but had not received confirmation. Being just an hour away from Killarney, I had to urgently search for alternative accommodations. I managed to find a guesthouse, albeit at a high last-minute rate. Having already paid Agoda, this unexpected expense was difficult to manage. What was meant to be a relaxing post-lockdown getaway turned into a stressful experience. I have been struggling to contact Agoda as there is no visible email address or phone number on their website. My booking ID is [redacted]59. I am seeking a prompt refund and an apology for the inconvenience. I hope Agoda will enhance their customer service to prevent such issues in the future. Best regards, Rita C.

Taking just one night at this property turned out to be a good decision. Arriving in Istanbul with my four children and wife after a long journey, I had booked and paid for two triple rooms on Agoda. However, upon arrival, I was disappointed to find no available triple rooms. They suggested there might be availability the next day. The first room had a 120cm bed for my wife, my 4-year-old, and me, while the second room had two 140cm beds for my three other children to share. I had no choice but to rest after the long trip. The next day, I visited other hotels that were much cleaner and had better conditions. It was unheard of to have a bath towel torn in a hotel, plus issues with air conditioning and noise levels.

Dear Customer Support, I made a reservation at 'KK Royal Hotel & Convention Centre' for 3 rooms with Booking ID [redacted]37. Unfortunately, I encountered payment issues resulting in an email notification stating that my payment was not confirmed. I attempted to make a payment using the provided link but encountered errors with various debit/credit cards. Could you kindly generate a new payment link that accepts a variety of payment methods such as debit/credit cards, PayPal, and Google Pay? I kindly ask that my booking not be cancelled until the payment is successfully processed. I await your prompt response. Thank you, Jainam S. [Redacted]

I would like to cancel my booking at Frasier Suites Perth with booking number [redacted]37. The booking was made for 2am-3am on July 30, [redacted]. Upon arriving, I was informed that my requested time was not available, and I was told to check in from 2pm-3pm instead. This change does not fit my current situation as I urgently need a place to stay. If I had known my initial request couldn't be accommodated, I would have made alternative arrangements. Now, I find myself without accommodation and in need of a refund promptly due to my financial difficulties. I appreciate your understanding and help as I seek alternative lodging at this difficult time.

I made an error in booking my kids' ages, mistakenly entering both as 8 years old when one is actually 13. This caused an issue at the resort due to the pricing difference for adults and children. I contacted support to rectify the situation but faced challenges with getting through to the hotel reservations number. The agent mentioned the possibility of canceling the booking or resolving it with the hotel directly. However, despite assurances that the matter would be addressed, I have not received any follow-up emails yet. My details for the booking are [redacted], and I made the reservation under the name Kristina Olivas at RIU Hotel in Ocho Rios, Jamaica through Agoda. I was charged extra at the hotel for the child considered an adult, which amounted to $[redacted] USD. I am seeking assistance to resolve this pricing discrepancy between what I paid online and the additional charge incurred at the hotel.

I need to cancel my reservation at Hotel Bellepierre in Saint-Denis, La Réunion, as the Prefect has implemented a restricted movement lockdown within a 10 km radius, and I live in Saint-Paul, which is 26 km away from the hotel. Additionally, I was informed by KEVIN, the hotel employee, that the restaurant is closed. I requested a refund from AGODA, who only offered 50% refund, claiming the hotel would charge the remaining 50%. Upon contacting the hotel, BELLEPIERRE (KEVIN) assured me that they would not charge anything to AGODA due to the current health emergency. I'm asking AGODA to refund me the full amount of my reservation. Thank you, Best regards, M. J-L D.-ERAYA Booking number: [redacted]82

I am writing to address my deep disappointment in the Agoda service. I booked reservation # [redacted]45 trusting that my family and I would have a pleasant hotel stay. To my dismay, upon check-in, I discovered there was no WIFI, no AC, and no TV channels. The hotel appeared deserted. I understand the challenges of the Covid situation, but it is unfair not to inform customers of these deficiencies before booking. Your website promised Free WIFI, AC, and TV, which were not provided. Unable to reach customer service by phone, I had no choice but to check-in. I kindly request that this booking be cancelled and a full refund or a replacement reservation for August 1st to 4th be arranged promptly for my family's comfort. I await your prompt response.

Hello, Gambetta Apartments failed to receive me; no one was present to give me the keys upon arrival. There was only a phone call exchange. After over an hour of waiting in the sun, I left and had to give up on this reservation. It is unacceptable to be left without access to the rental after full payment, and requiring credit card information over the phone is not normal. The standard procedure in France is to have a card machine on-site to provide keys directly to customers. This Mr. Paul, who I don't know, is simply a scammer who refuses to show up in person, causing customers to leave and still charging for a "no-show" when in reality, he was the one who never arrived. I was indeed present at the location. Reservation number: [redacted]11.

Booking number [redacted]73. I need to reschedule my booking by one day due to a flight cancellation to Alice Springs, Australia. My airline informed me of this change late yesterday. I attempted to call the motel initially but received no answer, so I sent them an email. I managed to reach the motel by phone this morning, and they confirmed they could accommodate me the following night. They instructed me to contact Agoda, mentioning they were aware of the flight cancellation related to Covid. I have been attempting to resolve this issue via Chat, but there is no option available to explain the situation. I only realized today that I needed to contact you, but I did inform the motel yesterday. I believe I should not be charged for two nights as I made every effort to adjust the dates promptly upon learning I couldn't arrive until the next day.

Hello, Subject: Booking ID [redacted] Hotel charges amounting to CHF [redacted].20 plus CHF 14.00 tax to be paid at the hotel with the provided Mastercard upon booking! Unfortunately, I realize I am unable to pay this invoice with the Mastercard and cannot make any transactions via Mastercard. I do not have any other credit cards available! I have booked the hotel from today, 4th, until 6th August [redacted], and would like to go. Can I pay with cash on site at the hotel or are there any other options, as I am currently going through a divorce and cannot use my credit card anymore? Could I possibly make a bank transfer for the hotel costs by mail, or as mentioned, directly at the hotel? I appreciate your prompt response! Best regards, R. Holmik

My booking ID is [redacted]85. Currently, I am staying at Lalit Chandigarh with my family, where I reserved two rooms for 3 adults and 1 child. Upon check-in, I was surprised to find out that the rooms were booked for single occupancy. Despite booking rooms for 4 family members, the hotel informed me of an additional charge of [redacted]/- per extra person, totaling [redacted]/- + taxes. This is my first time encountering such an issue with Agoda, and I specified all details during the booking process. Unfortunately, I overlooked the final confirmation details assuming everything was in order. I kindly request your prompt assistance in resolving this matter as I will be checking out tomorrow morning, and the hotel will demand the additional [redacted]/- rupees. I would greatly appreciate it if this amount could be waived. Thank you. Tarun Malhotra

Hello, I would like to share my recent experience at a hotel. Upon arrival, despite having a confirmation, the hotel had no record of our booking. The first room we were given was in poor condition with mold and was unclean. The second room was also dirty with used towels on the floor and hair everywhere. The third room, while prepared, was also not clean, and I doubt the toilet was even cleaned. All the rooms were aged and did not match the pictures on the website. The air conditioning and wifi were not functional, and the breakfast was disappointing. I am unable to cancel my second night, which is disappointing. The overall cleanliness and quality of the hotel did not meet our expectations.

Dear Agoda, I am writing to report an issue with my recent booking at Loccumer Hof in Hanover. We were refused entry for the second night due to not having a COVID-negative test certificate. Despite our attempts to provide a lateral flow test, the hotel wouldn't accommodate us. The reception staff assured us they wouldn't charge us for the second night and suggested contacting Agoda for reimbursement of that one night's stay. Please credit this amount to the credit card associated with my Commerzbank account. I appreciate your help in resolving this matter promptly. Sincerely, G. L. Stuttgart, Germany

While traveling in the US, I mistakenly booked a room for August 31 instead of July 31 at the Marriott Courtyard in West Des Moines, Iowa. The hotel was fully booked on the correct date, so the manager arranged a room at a nearby hotel. Despite my efforts, I couldn't cancel the reservation due to it being made through a third-party source linked to my Southwest Airlines card. I've been attempting to contact booking.com regarding this issue without any success. Can anyone advise me on how to get the charge reversed for the booking made on July 31, [redacted]? My email is [redacted], and I used a Southwest Airlines card ending in [redacted].