Agoda Customer Service Issues

I am currently reserved in a Handicapped room at the Travelodge Burbank/Glendale in Los Angeles, which was not my intended choice. I have reached out to the hotel twice via email without receiving a response. I am looking to switch to a regular room, preferably one with a reliable internet connection near the router. I would also like the room to be on the 2nd floor if possible. Additionally, I am inquiring about the availability of an ethernet connection for my computer. My main priority is a room with dependable internet. My requests are as follows: 1) Change my reservation to a regular room, 2) Request a room with strong internet, and 3) Preferably on the 2nd floor. My booking ID is #[redacted]26, and I will be staying from February 20 to March 10, [redacted]. You can reach me at [redacted]

Good morning! I've already written three times to complain, but you told me you couldn't find a reservation linked to my email address. However, you sent the booking confirmation to the same email address, so it doesn't make sense. The booking confirmation number is [redacted]; I made this reservation on Dec 23rd via the Agoda website under the name of Glenda Girardi. I'm also calling from Germany at [redacted], but it seems the number isn't working. What is the correct number to call? Could you perhaps reach out to me? I detailed my issue in my previous messages: I booked a hotel for a stop during my family trip to Italy, but upon arrival, we found the place closed and no one there to assist us. We were exhausted and had to rest in the car with our children. I've tried calling repeatedly, but the number provided doesn't work. I'm seeking a refund for the unused service due to this terrible experience. Best regards, Glenda Girardi.

I would like to report incorrect information on your website and request a refund, despite the non-refundable policy stated on the site. I made a reservation at AAA Northlands Motel in Christchurch, New Zealand, with Booking ID [redacted]81 for a studio room with a spa bath. Upon arrival this afternoon, I was informed that there was no room available with a spa bath as the previous client had extended their stay. I am dissatisfied with this situation as I specifically chose this motel for the room with a spa bath, and the website did not reflect the current availability. There is misleading information on your website, and I believe a refund is appropriate, with the approval of the motel staff. I await your response on this matter. Best Regards, JL

Dear Support Team, I made a reservation for a two-night stay at "Barwon Heads Resort at 13th Beach" for a total of AUD $[redacted].96. The check-in date was scheduled on the 9th of January [redacted], with the check-out on the 11th of January [redacted]. Upon our arrival, we were allocated a room next to the reception, which lacked privacy due to its proximity to the parking area. The noise from cars entering the resort was disruptive, and approaching the front desk for assistance was met with rudeness. The noisy pool area was also overcrowded, creating further discomfort and safety concerns amidst the ongoing pandemic. Our room's dishwasher was faulty, and the noise from passing cars was incessant due to its location near the parking lot. The actual room did not match the online pictures, as it was outdated, dark, and lacked privacy. The presence of rowdy elderly guests and a smoker in the neighboring room aggravated the situation, especially since I have severe asthma. The receptionist ultimately canceled our second night without issuing a refund for either night. Kindly process a refund to the original payment method for the unfulfilled reservation. I am greatly disappointed by this experience and appreciate your prompt attention to this matter. Sincerely, Lilly

I made a booking at the Osmond Hotel and Apartments in Adelaide for the night of 13/1/22. A friend visited me in my room that evening and came back the next morning on 14/1/22. When I extended my stay, the hotel staff reminded me it's not for parties and shouldn't have visitors. While at work, the hotel called to cancel my booking, claiming my room would be re-let. Despite their claim of being fully booked, I quickly found available rooms on Agoda. The staff also cancelled subsequent bookings made by me and my partner. When I returned to the hotel after work on 14/1/22, I found my belongings packed up without my permission. Despite requesting to pack my things later, the front desk was closed when I arrived, and I moved my belongings with security's help. Unfortunately, my items were haphazardly packed, causing toiletries to leak over my food, which was left unrefrigerated. Moreover, $[redacted] cash went missing from my bag. I demand a refund for the stolen money, reimbursement for the disrupted stay, and compensation for having to sleep in my car due to the hotel's actions.

I was unexpectedly charged for a booking at Baan Mek Mok in Bangkok, Thailand - booking number [redacted]13 - which I did not authorize. Originally, I booked for January 16-18, but when I tried again due to an error, the dates were changed without my knowledge to January 23-25. I am unable to locate the booking on my Agoda account to cancel it, even though it doesn't appear in my bookings list, but my credit card was charged. Please cancel this booking immediately and refund the funds back to my account. If not, I will have to dispute the charge with my bank and may need to escalate the issue.

Subject: Hotel Booking Issue Remedy Request I encountered some difficulties with my recent hotel booking attempts on 01/16/[redacted]: - Initially, my first booking was unsuccessful, despite attempting after 11 a.m., resulting in an incomplete booking notice rather than a confirmation. - Upon retrying, to my surprise, I received confirmation emails for both the initial failed booking and the subsequent one. Subsequently, I promptly canceled the additional booking, yet the CHF 71.93 overpayment has not been refunded. I only require one hotel room under booking number [redacted]03. Could you kindly facilitate the refund for the canceled booking number [redacted]95? Thank you in advance for your assistance. Warm regards, Bernadette R.

Dear Madam/Sir, I recently booked a 3-night stay at your hotel, only to realize I made an error with the reservation month. I intended to book for February 17th but accidentally selected March 17th instead. Despite my attempts to correct this through my Agoda profile, I found it impossible to make the change. The hotel's reservations department informed me of their flexible policy that allows modifications and cancellations up to 24 hours before the reservation begins, yet Agoda does not permit changes and insists on cancellation without offering a refund based on the hotel's policy, which seems in conflict. I would greatly appreciate your assistance in resolving this matter. While I understand there may be administrative fees involved, the prospect of losing [redacted] euros for a reservation made 2 months in advance is challenging. Having been a satisfied Agoda user for years, I hope we can find a solution that benefits all parties involved. The hotel has been cooperative, and I believe they can confirm the details I've shared. Thank you for your understanding and support. Best regards, Xavier L. Tel. +34 [redacted] [redacted] [redacted]

Subject: Request to Change Booking Date [redacted]39 for Hotel Taburiente in Tenerife Hello, I recently made a reservation at Hotel Taburiente for 3 nights but mistakenly booked for March 17th instead of February 17th. I've tried to change the date on Agoda's website but was unsuccessful. The hotel's reservation department informed me of their flexible policy allowing changes or cancellations up to 24 hours before the start of the reservation, unlike Agoda's policy that doesn't allow changes and mentions a non-refundable situation due to hotel policy, which doesn't seem accurate. I kindly request assistance in resolving this matter as losing [redacted] euros for a reservation made 2 months in advance is challenging. I have a long history of using Agoda's services successfully and hope to find a solution that benefits all parties involved. I appreciate your understanding and cooperation. I've also informed the hotel of the situation for their reference. Thank you for your help. Best regards, Xavier L. Phone: +34 [redacted] [redacted] [redacted]

I am reaching out again regarding a recent issue with Agoda. On January 7th, I mistakenly booked 5 rooms at Vamar in Puerto Vallarta. Despite not receiving any confirmations on my phone and being prompted by the website to try booking another room, I later discovered they were sending the confirmations to someone else's phone who had booked with them two years prior. I subsequently cancelled all the rooms I had reserved, not realizing that 2 of the rooms were non-refundable. This has resulted in a loss of over $3,[redacted] without any accommodation. I am requesting Agoda to refund the full amount and assist in resolving this quickly as it is impacting my holiday plans. I can be reached at [redacted] or Mexican number [redacted]. I appreciate your prompt attention to this matter. Thank you, Ron Fisher

Hello, I wanted to share my recent experience with Agoda's customer service, which has been quite frustrating. After booking a hotel, I discovered there is no apparent way to reach Agoda for support in case of issues. I have faced several problems with my recent bookings, including amenities not as described, poor communication from the hotel, unsatisfactory room conditions, and unfulfilled promises such as airport pick-up. I am currently staying at a hotel with issues like a bad bed, inadequate lighting, and weak WiFi. I am considering moving to another hotel, but I am concerned about the refund process. Before I reach out to the hotel or Agoda, I would appreciate guidance on how to handle this situation effectively. My Booking ID is [redacted]76. I hope to resolve this swiftly as my comfort is compromised. Thank you for your assistance in advance.

I made a reservation through Agoda for Familie Suites Hotel in the Sisli area of Istanbul for three days in a 85 square meter 3+1 apartment with booking number [redacted]39 and membership number [redacted]08. I paid the full amount with a debit card ending in [redacted]. When I arrived in Istanbul on 1/17/[redacted] and showed the PDF booking to the receptionist, I was informed that the reservation was fake and not in their system. They mentioned that Agoda did not inform them about the booking, and I was asked to leave with my family. Despite trying to contact the hotel several times to resolve the issue and accept my stay, they refused. The contact number for the accommodation is [redacted]3. I request a refund even though I understand the money was already processed, but the issue was not due to my absence or cancellation but because Familie Suites Hotel refused to accommodate me and denied the reservation.

I recently booked a room at The Plaza Hotel in Baguio through Agoda, thinking it had free cancellation. Unfortunately, when I finalized the booking, it showed no cancellation allowed. I immediately canceled the reservation. Despite contacting both the hotel and Agoda multiple times, my refund issue remains unresolved. The hotel agreed to waive the cancellation fee, but the refund discrepancy between them and Agoda persists. I booked with the assurance of flexible cancellation due to the ongoing pandemic and travel uncertainties. Losing 12k pesos is a considerable amount for me, especially during these challenging times. I hope for a refund as I could have used that money to help those in need. Please understand the financial difficulty this situation has caused me. I kindly request your prompt assistance in resolving this matter. Thank you for your time and understanding. Best regards, Alicia

I arrived at the accommodation, but the owners refused to let me stay, claiming my reservation was fake despite me showing them the booking picture. They mentioned not working with Agoda and said they had no record of my three-day Family Suite booking. Unfortunately, they treated me poorly and asked me to leave. I am attaching the reservation details for reference. I hope this issue can be resolved promptly as I was wrongfully denied check-in. My reservation number is [redacted]39, and my Member ID is [redacted]08. You can reach me at [redacted] or [redacted][redacted] if needed. The payment was made using a credit card ending in [redacted]. I urge you to address this complaint seriously and process a refund since I was unfairly turned away by the hotel despite having a valid booking. Thank you for your attention. - M.J.

Dear Sir/Madam, I am seeking assistance to resolve my issue. I have overstayed my visit visa in the UAE and booked a confirmed quarantine hotel, Reddoorz @ Tamarind Angeles, from January 18-24, [redacted], with Reference #[redacted]89. Unfortunately, upon arrival at Clark International Airport, I was denied check-in because the hotel was not accredited for quarantine stays. I kindly request a refund for this booking error as I need to travel to my province via a domestic flight from Clark International Airport. Sincerely, R.J.

Hello from Agoda! Below are the details of your reservation [redacted]34: Hotel: Best Western Town and Country Inn Room type: 2 Queen Beds Non-Smoking City/State: Cedar City (UT), United States Check-in Date: December 22, [redacted] Check-out Date: December 24, [redacted] We are here to assist you in any way we can. To proceed with your case, we require additional information. Our partner, in order to negotiate free cancellation, has requested that you provide a written document from the property as proof. This documentation will be reviewed by the relevant team to facilitate your request. Please note that the response is subject to the hotel/provider's discretion. Once we have received it, we will contact you as soon as possible. By providing this additional information, you give us permission to collect and process the personal data contained in the information you have provided, only as necessary to process your case. For more information about our privacy practices, please refer to our Privacy Policy: [redacted]. We treat all documentation you send us confidentially and will delete it when no longer needed. We appreciate your patience and look forward to hearing from you soon. Please feel free to contact us if you have any questions. Regards, Mercedes Agoda Customer Service Team __________________________________________ * For security reasons, please do not send credit card details via email. * Agoda.com will only accept credit card details over the phone or through our secure link. * If you wish to change your stay dates, please access "Manage My Booking" on www.agoda.com.

Dear Nor Syafika Faudzi, Unfortunately, the recent booking attempt you made was not completed, and therefore, you did not receive a booking confirmation. No reservation was made, and we apologize for any inconvenience caused. Any charges will be refunded, and any pre-authorization on your card will be canceled without charge. If further information is needed, we will contact you via another email. Please note that some banks may take up to 30 days, or until the next billing cycle, to refund the amount held on your card. We apologize for any inconvenience this may have caused. The Agoda Customer Service team operates 24 hours a day, please contact us if you have any further questions. Thank you for choosing Agoda. Best regards, Agoda Customer Satisfaction Team *This email was generated automatically. *To contact us, please log in at www.agoda.com. *For security purposes, please do not send credit card information via email. Agoda.com only accepts credit card information over the phone.

Hello, I am contacting you regarding reservation number [redacted]86 at Floridays Resort Orlando from the 23rd of January to the 1st of February. I made my reservation through Agoda.com because they offered the best price. However, upon arrival at the hotel, I was informed that I would be charged more than the amount listed on the Agoda website. The hotel stated that they increased the resort fee on the 3rd of January, and Agoda should have been aware of this change. My online payment to Agoda was $[redacted].33 USD, and the remaining $[redacted].31 USD (resort fee) was to be paid to the hotel upon arrival. Instead, they are requesting $[redacted] USD for 9 days, which is approximately $[redacted] USD more than expected. I am not concerned with who is at fault, but I insist on paying the amount originally stated on the website. As the hotel does not take responsibility for third-party bookings, I kindly request a refund of $[redacted] USD to my credit card. I can provide any necessary documentation or invoices from the hotel, or you can contact the hotel directly to verify the details.

I made a hotel booking in Agra for the 25th of December, [redacted], at Hotel Rivera with the booking ID [redacted]69. I paid Rs [redacted]/- with breakfast using my credit card through Agoda. The hotel manager informed me that my booking was not clear and that Agoda would refund the amount to my account and charge a cash booking amount directly at the hotel on the 25th of December, [redacted]. I paid the cash amount to the hotel manager, but I have not received the refund in my account yet. The hotel manager states that Agoda is responsible. I have all the evidence of my booking and transactions. I need a prompt resolution or action against the hotel manager or Agoda if they are at fault. Please provide a quick response. Thank you. - Ashif V. - [redacted] - [redacted]

Reservation number [redacted]29. // Reference ID [redacted] Hello, this morning I booked a hotel in Phuket that doesn't match the photos. I spoke with the front desk, and they showed me other rooms. One of the rooms belonged to a former client who was in Covid quarantine. The room was not cleaned, so they had to disinfect it from top to bottom! The front desk called the absent manager, who refused to speak to me, and they said she requested a cancellation. I would like to confirm if this is true because they mentioned I should receive a cancellation confirmation email from you following her request. I genuinely want to leave this hotel and their germs as soon as possible! Thank you.