Agoda Customer Service Issues

Subject: Urgent Request for Action Regarding Suspicious Host JB's Transient House Dear Agoda Team, I am writing to report an unfortunate experience with host JB's Transient House, which led to a scam. On October 5th, during check-in, my partner and I encountered difficulties locating the property as the address provided on the Agoda website seemed to be fake. Local officials at Barangay Tejeros Convention Hall confirmed that the property does not exist at the address listed on your platform. The lack of a specific house number or street name, only mentioning the city of General Trias, raised suspicions. Additionally, the absence of reviews and contact information added to our concerns. To prevent other customers from falling victim to similar scams, I urge you to remove JB's Transient House from your website. I paid P2936.74 for this booking, with Booking ID [redacted] and Reference ID [redacted], and kindly request a full refund. Please escalate this matter to your management promptly. Thank you for your attention to this urgent matter. Sincerely, Gari P.

I am requesting the removal of JBs Transient House from your website as we have unfortunately fallen victim to a scam. The barangay officials at Barangay Tejeros Convention Hall have confirmed that the property does not exist at the address listed on Agoda. There are no specific house number or street name, only the city name General Trias, making it suspicious. The lack of reviews, contact details, or phone number for the property adds to the concerning nature of this situation. I urge Agoda to address this issue promptly to protect other customers from being scammed like us. I paid P2936.74 for the booking with ID [redacted]28 and Reference ID [redacted]. I kindly request a full refund to be charged back to my VISA card ending in [redacted]. Please remove this property from Agoda to prevent further incidents. I can be reached at +[redacted]82 or [redacted] for any updates or actions taken. Thank you. Regards, Gari Patulin.

Hello, my name is April Brown. I made a reservation for the 5th to the 6th of this month. When I arrived at the hotel around 3 AM, I was shocked to find out that my reservation had been canceled at 10 PM and there were no available rooms. After some discussions, they offered me a room that was vacant because the previous guest had checked out abruptly. Unfortunately, the room was in poor condition with stained beds, bugs, broken door, and unclean bathroom filled with hairs and water on the floor. Feeling unsafe and unsatisfied, I left the hotel immediately with my kids. I am requesting a refund for this horrible experience. It has been disappointing as we are frequent travelers and this was our first bad encounter. We are currently waiting in our car as other hotels won't allow check-ins until later. I have been trying to contact someone since earlier for assistance but have been unsuccessful.

Subject: Booking Complaint and Refund Inquiry Dear Agoda Customer Service, I need to report a concerning incident that took place during my recent booking (Booking No: [redacted]89) on 6/11/[redacted]. I had reserved an apartment at Twin Galaxy, Johor Bahru for a one-night stay. However, the owner requested to communicate via WhatsApp instead of using the Agoda app, which raised suspicions for me. The owner requested a MYR100 deposit through WhatsApp, which contradicted Agoda's policies. After insisting on communicating solely through the app, the owner reluctantly agreed. Despite this, there were difficulties in reaching the owner via the provided phone number listed on Agoda. The owner later asked me to cancel my booking abruptly after I had arrived at the property with my family, causing great inconvenience and disappointment. I am now seeking assistance in obtaining my refund of MYR187.09. I have attached evidence of our communication for your review. I kindly request a prompt response to address this matter and take appropriate actions. Thank you for your attention to this issue. Best regards, [Initials]

Hello, I am a distinguished AGODA VIP GOLD member named Dato' Noriman Shah. I would like to address my confirmed booking details as follows: - Booking ID: [redacted]61. - Payment Status: Completed - Accommodation: Star-Well Hotel - Main Guest: Noriman Shah Mohamad Najib - Check-in: 01:00 PM - November 6, [redacted] - Check-out: 12:00 PM - November 7, [redacted] (1 Night) - Reserved Rooms: Standard Double (x 2) - Total Cost: MYR259.70 On November 6, [redacted]: We commenced our journey to Kuala Lipis Pahang to drop off our daughter at her boarding school. However, upon receiving news of COVID-19 cases at the school and its immediate closure, we had to cancel our plans, including our stay at Star-Well Hotel. Despite contacting the hotel directly at 10:45 AM to reschedule or cancel, we were directed to Agoda, as our reservation was made through them. We attempted modifications through the Agoda platform, adhering to their policy, but were unable to alter the booking. We kindly request Agoda's assistance in approving our cancellation and issuing a credit for our future reservations. We value the trust we have in your brand and seek a prompt resolution. For further communication, please reach me at [redacted] Thank you.

Booking Number: [redacted]83 Svetlana P. Today at 4 pm, we arrived at the rented apartment ([redacted] m²), with 2 bedrooms and 1 private bathroom in Müllendorf. The owner of the apartment, Mr. Kaba, has rented it to two different tenants. This is a case of double booking. Another tenant moved into the apartment exactly an hour ago. We expect a refund of the pre-paid amount of [redacted].22 Euros by November 10, [redacted]. If the amount is not credited to our Visa card account by then, we will involve our legal protection insurance to handle the matter, and the lawyer will likely claim damages. Sincerely, Svetlana P.

Hello Team, I am currently staying at Marigold Sarovar Portico, and it has been the worst experience I have ever had. I booked 2 mountain view rooms, but upon arrival, we were given rooms with a view of other hotels. Despite requesting the correct rooms, we were told there were no other available ones. Upon entering the room, we discovered there were no towels or toiletries in the bathroom. Despite numerous calls to reception, it was not addressed until later in the evening when the housekeeping supervisor brought an excessive amount of toiletries along with fruits as a "gift." When we questioned this, we were informed that the fruits were chargeable even though they were provided for free. The staff's mannerisms at the reception were disrespectful, and they failed to apologize for their mistakes. I am seeking a full refund for this trip, as the service does not align with the high price we paid for the stay. Additionally, relocating to another hotel is not feasible due to having a 3-year-old daughter and limited options available.

I booked a one-day quarantine stay in Bangkok using www.agoda.com/quarantineth. My booking ID is [redacted]87 for Salil Hotel Sukhumvit - Soi Thonglor 1 Bangkok. Despite the hotel's website mentioning COVID test and meals, the receipt showed a room with breakfast only, without the Quarantine Test & Go Package. Agoda's response stated that the rate I booked does not include quarantine packages. They mentioned an additional charge of THB 3,[redacted] per person for the Test & Go Package. I am willing to pay the price difference between the room rate I paid (51.52 Euros) and the actual price ([redacted] Euros), which is 65.48 Euros. While Salil Hotel's error in displaying the room price with the package is understandable, I am only willing to cover the difference. It is essential for me to have a booking confirmation from another quarantine hotel for visa processing.

Hello, I made a booking through Agoda for an apartment but upon arrival, I discovered the property does not exist. The host is unreachable and even the local Police station verified that there is no such property listed. This has turned out to be a fake listing. I traveled with my family after a long drive, only to find out the address is incorrect and the actual property owner has no association with Agoda. I reached out to the property management department of the housing society, and they confirmed the property does not belong to the person listed on Agoda. Despite numerous attempts, I have been unable to reach anyone using the provided phone numbers. This is clearly a scam, and I request a refund promptly. Regards, K. Ayub

I received confirmation for the cancellation of reservation #R[redacted] on October 19th, but I have not received my refund in my bank account yet. Despite cancelling within a free cancellation window, my account was still charged R2006.76. The cancellation was done promptly, with the confirmation email providing the necessary reference number. Can you please provide an update or advice on the refund process as soon as possible? Thank you.

I am disappointed to see that the reservation cancellation has not reflected in my account yet. I made sure to cancel the reservation well within the required time and had expected a prompt refund. Please can you provide an update on this matter as to why the credit has not been processed as assured. Thank you, Audrey

Subject: Issue with Booking Confirmation Number [redacted]07-PM I am having an issue with my reservation at Beyond Kata Resort SHA PLUS in Kata, Phuket, Thailand. I made a booking and payment for one night for two people via Agoda on November 4, [redacted], for December 5th to December 6th, [redacted]. The resort has not sent me the confirmation for reservation number [redacted]07 "SANDBOX." Additionally, I have requested airport transfer and a PCR test but have not received the necessary information to make the payment. The hotel has not responded to my inquiries despite my reminders. To obtain the Thailand Pass, I need to show proof of prepayment for both services. I would appreciate your assistance in resolving this matter promptly. Thank you. - PM

We have paid for a hotel booking in Melaka with reference number . After making the reservation and payment, we did not receive any confirmation ID. Suddenly, on Agoda's website, it indicated that the hotel was fully booked. However, the money was deducted from our account. When we checked, the funds were floating. I called the hotel, and they requested payment upon arrival. What will happen to our money, and when can we expect a refund?

Hello, I recently booked a hotel in Cairo for 3 nights but forgot to add breakfast. After receiving booking confirmation email [redacted]55, I attempted to modify my reservation to include breakfast but accidentally canceled it instead. The payment was deducted from my bank account, as confirmed by the hotel when I contacted them. I kindly request your assistance in reinstating my original booking or modifying it to include breakfast, with me covering the price difference. Thank you.

Hello and good day, I attempted to book a room at Kea Farm hotel this afternoon, but the first payment was unsuccessful. So, I tried another credit card. On the second attempt, a technical error message appeared. Consequently, I searched again but found that Kea Farm was fully booked. Needing a place today, I booked another hotel. I later received notification from the bank about a RM299 deduction by Agoda Singapore, even though there was no confirmation from Agoda. Upon checking my email, I was surprised by the confirmation email. The initial transaction failed due to a technical error from Agoda, yet my account was charged without prior notice. Details: ID: [redacted]29 Phone: 6[redacted]

The properties were rated 8 and above, so I expected an easy check-in. However, upon arrival, I found no one at the property. Fortunately, the security guard directed me to the staff office. To my surprise, they mentioned that the property was no longer available for rent. This was confusing considering its high rating. Please investigate this further at 26 Jalan Jati 10. The staff offered me an alternative property, but the room was subpar compared to what I reserved. The amount of RM145 paid for the room does not justify the quality. How can I request compensation for the downgrade? Thank you.

Hello, I recently made a reservation for a room at the Limmathof in Zurich (booking no. [redacted]51, Udo L.). I mistakenly booked two nights instead of one. I only require the room for tonight and not tomorrow. I was advised by the staff member I spoke with to reach out to you (or booking.com) for assistance. Could you please cancel the booking for November 10 to November 11 as I won't be needing it? Thank you and best regards, Udo

I canceled my booking ID [redacted]01 because the hotel was farther from Kuah Langkawi Jetty than expected. However, I discovered that the booking was non-refundable. Prior to booking, I noticed on the Agoda website that there was free cancellation available for Fateh Homestay. I am disappointed about this mix-up. I have screenshots to prove the free cancellation policy mentioned on the website if needed.

I am scheduled to land at Phuket Airport on November 28 at 10:10. I need to reserve a room for one night, which includes transportation from the airport to the hotel and a PCR test upon arrival to comply with Thai immigration requirements. To apply for a visa and Thailand Pass, I must show proof of booking, including payment confirmation. Could someone please direct me to hotels on Agoda that provide this package? Thank you for your assistance. Best regards, Jurgen Bruske.

Hello, I'm Diego Sanchez. I noticed three separate charges from Agoda on my credit card yesterday for a reservation I didn't confirm. The charges, all for $[redacted].30, were made within two minutes of each other, but I never received any booking confirmation emails. Despite my attempts to contact Agoda, they require a confirmation number I never received. I'm in a tough spot financially and need to cancel these charges. The hotel in question is Citadines Islington London in Europe. Any assistance would be greatly appreciated.