Agoda Customer Service Issues

Hello, My name is Valentina Soto from Chile, and I encountered an important issue with canceling my hotel room reservation at Best Western University Hotel Boston on February 11th due to COVID-related problems. Despite attempting to cancel the reservation before the specified deadline of February 10th at 11:59 PM, I encountered difficulties on your website. Starting at 10:00 PM in Miami on February 10th, I spent almost two hours trying to cancel but did not receive a successful response. The only available information on the website was the hotel's phone number and email. I contacted the hotel through both channels, but they directed me back to you for a refund. My reservation number is ID #[redacted]38. I urge you to refund my money promptly as I followed the cancellation guidelines provided and still did not receive a satisfactory resolution. Thank you in advance for your assistance. Best regards, Valentina

Good morning, I am writing to express my disappointment with my stay at the Abion Hotel booked through Agoda. Upon seeing your advertisement online, I immediately booked a suite at the Abion Villa Hotel. Upon arrival on 25/02/22 around 3:00 PM, I was informed that my booking did not go through. I submitted the booking confirmation from you but was left without a suite. Instead, I was given a replacement room. The hotel was fully booked upon my arrival, and the room provided to me was not equivalent to the suite I had booked. It did not meet the standards or amenities I was expecting, particularly the beautiful large windows and the river view we were looking forward to. This stay was meant to be a birthday gift for my husband on his milestone birthday, and we were very disappointed. It disrupted our plans for celebrating with others and led to additional costs. We kindly request clarification on the booking issue and a refund of the costs incurred. Best regards, I.Lehnhardt

The hotel mistakenly gave me the wrong room. The staff insisted I had booked a capsule in Galaxy Pods, but my reservation was for a double economy room. There is a significant price difference between the two room types, with the double economy being more expensive. On Agoda, there is only one listing for Galaxy Pods in Chinatown, which offers three types of rooms, including double capsule and double economy. This situation feels unfair to me. I would appreciate your assistance in rectifying this error or receiving compensation for the inconvenience caused. Thank you.

I am writing regarding our booking on Agoda with ID # [redacted]42 for the Waterside Hotel in Miami, Florida from February 18th to 22nd. Upon arrival, we were surprised to learn from the front desk that our reservation did not go through even though we had paid in full on the Agoda website. Despite our bank confirming the payment had been processed, the hotel had no record of our booking during the busy President's Day weekend. After struggling for 4 hours to find alternative accommodations, we finally secured a room at a much higher rate. We were eventually able to move to an airport hotel when a room became available. We are seeking a full refund of our booking amount, along with compensation for the additional expenses we incurred due to this error. This situation caused us a great deal of stress, and we would like to file an official complaint for the inconvenience. Thank you.

Good Morning, Regrettably, I need to file a complaint about my recent stay at the Abion hotel, which I booked through Agoda. Upon seeing your advertisement online, I promptly reserved a suite at the Abion Villa Hotel. Upon my arrival on February 25th, [redacted], at approximately 3:00 p.m., I was informed that my booking did not go through. Despite providing the booking confirmation from Agoda, I was left without the suite I had reserved and instead given a standard room. The hotel was fully booked, and the room I received was not equivalent to the suite I had booked. The room lacked the beautiful large windows and the view of the river that were important to us. This stay was a birthday gift for my husband, and we were quite disappointed as we had planned to celebrate his birthday there. The inconvenience caused us to make changes to our plans and incurred additional expenses. We seek clarification regarding the booking issue and request compensation. Sincerely, I.Lehnhardt

I had prepaid for my hotel stay at Radisson with a payment made by Susan Hurlbut using an American Express Serve card ending in [redacted]. When I arrived, the hotel requested a $50 deposit, which was fine. However, they refused to accept my pre-paid Amex card and would not allow me to provide cash. This situation was embarrassing as there were many people in the lobby. I felt humiliated by the staff's rude and demeaning behavior for reasons unknown to me. My husband, Brian Williams, had even helped a guest in need before this incident. Due to this experience, I am requesting a refund for my booking at Radisson. The payment was processed on March 1st under Brian Williams's name, with Susan Hurlbut handling the transaction. The booking ID is [redacted]34. Thank you.

I made a reservation for a 10-night stay through Agoda at a hotel. Upon arrival, I encountered various cleanliness issues in the room, including a foul smell in the bathroom, a dirty tea area, and a stained duvet cover. Despite the hotel being praised for cleanliness and tranquility, I was disappointed. I contacted reception several times about these problems, and after being moved to another room, I found it to be slightly better. However, I discovered the mini-fridge wasn't working, the bath was dirty, the water didn't drain properly during my shower, and the socket near the bed was faulty. When inquiring about the gym, the receptionist seemed distracted and unhelpful. I ultimately called reception about the clogged bath the next morning. As a result of these ongoing inconveniences, I am requesting to cancel the remaining eight days of my reservation at this hotel.

Hello, I wanted to share my experience at Pitiusas resort on Koh Lipe where I booked a 7-night stay. Upon arrival, I was surprised by the bungalow's lack of amenities such as a fridge, hot water, and air conditioning. While the ad mentioned air conditioning, it failed to disclose these shortcomings. Had I been aware, I would have opted for a different room. My disappointing stay included breakfast that declined in quality over time, from 2 eggs with ham and toast to just eggs and coffee. Maintenance issues like a faulty bathroom bulb and broken toilet flush went unresolved despite multiple complaints. Even getting free water required reminding the staff. It's important to provide accurate details about accommodations to avoid customer dissatisfaction. I plan to seek guidance from consumer protection authorities in Austria upon my return in April. Best regards, S.D.

Subject: Request for Refund Due to Unsuccessful Booking I am disappointed to report that last night on March 3rd, I made two hotel bookings at T Hotel Johor Bahru (booking ID: [redacted]45 and [redacted]09) for March 4th to March 5th, [redacted]. Despite the successful payment processed by Maybank, both bookings through Agoda.com failed. I have been charged twice, totaling RM52 and RM42.68 for the unsuccessful bookings. I have attached all the invoices, receipts, and screenshots as evidence of this situation. It is disheartening as a loyal customer of Agoda.com to encounter this issue for the first time. I kindly ask for a prompt response and your assistance in resolving this matter. Thank you for your attention. Best regards, NUR IMAN NAZLEEN BT KAMARULZAMAN

Yesterday, my mother and I traveled to KL. I had booked a room at Palace Hotel for RM99.35, and paid at 7-Eleven, obtaining a receipt. However, I waited for hours without receiving the room confirmation. Visiting 7-Eleven again, the clerk advised me to contact Agoda for assistance. Despite the rain, I couldn't get the confirmation paper. Upon visiting Palace Hotel and presenting my receipt, they couldn't find my reservation. My name is Bushra Alqadasi, and my transaction ID is [redacted]. I haven't received any payment confirmation or the hotel room. I kindly request a refund tonight to travel back to my city from KL. I await your prompt resolution. Thank you.

Subject: Hotel Booking Cancellation Dear Customer Service, I need assistance regarding a hotel booking at the Albert Motel in Moree, NSW, with the booking ID [redacted] [redacted] [redacted]. Last December, due to my wife's unfortunate accident, we had to cancel our trip. I originally thought the booking was made through bookings.com but was informed it was actually through AGODA when I contacted the motel. In December, I reached out to AGODA to explain the situation and assumed the booking was canceled since I did not hear back. However, I recently received a reminder email from AGODA for our stay tomorrow, which is no longer possible. I am confused about the status of the booking and would appreciate clarification on this matter. Thank you for your assistance. Regards, G.J.

Reservation number [redacted]57. I am confused about my payment status. I used my credit card from BNPPARISBAS to pay for this booking, and my secure payment was approved by my bank for this purchase. I provided a picture of my ID and credit card as requested, but the payment is being declined. The link provided to retry the payment is not working. I was also informed that my reservation will be canceled in 6.5 hours if not paid. I confirm the booking and assure you that my card has enough credit for this transaction. I am a loyal Agoda customer, but if there are issues, I can make my reservation elsewhere. Please clarify the problem or send a new payment link. Thank you for your assistance. Best regards, OLIVIER PIERRON.

I made a reservation for a Standard Queen room at Atelier Hotel in Johor Bahru for March 4th to March 5th, [redacted]. I used my debit card for payment. After receiving a notice on the Agoda app that the payment was unsuccessful, I attempted to book the same room two more times. I have the booking IDs for all three attempts: 1) Booking ID: [redacted]49 2) Booking ID: [redacted]81 3) Booking ID: [redacted]93 Upon checking my bank account, I found that I was charged RM [redacted].43 for each unsuccessful booking, totaling almost RM300. I have confirmed with the hotel that they did not receive any bookings under these IDs. I have reached out to Agoda for a refund due to the payment errors. I can provide bank statements and booking screenshots for verification purposes. Please respond promptly. Thank you.

Dear Sir, I am Ahmad Al Ahmar. Yesterday, I had a booking at a&o Berlin Hauptbahnhof with booking number ID [redacted]99. Today, I wanted to extend my stay for three nights. When I attempted to do so, I was offered a room at A&O Berlin Kolumbus instead. I went to the reception at a&o Berlin Hauptbahnhof to extend my room card and was told that the new booking was at a different hotel, A&O Berlin Kolumbus, which is 9 kilometers away. I have two large bags, one weighing 30 kg and the other 12 kg, and the new hotel is far from the main station. I tried calling the hotel to modify my booking to stay at the same hotel, but I was unsuccessful. Is there a way to make this change? Thank you.

I waited for 50 minutes to check in. The lobby was uncomfortably warm due to the air conditioning issues. The delay was caused by a system outage. Once I finally checked in, I found the room to be extremely dirty. There was no air conditioning controller, no towels provided, and the floor was dusty. When I informed the receptionist about the issues, she gave me a remote control that didn't work, so I had to go back to the lobby. Upon finding the same conditions in other rooms, including one guest who had been waiting for 2 hours, I requested a refund for the unacceptable state of the rooms. Despite the receptionist claiming it was her first day and having no supervisor, she made calls to headquarters but ultimately refused to provide a refund. After waiting an additional 40 minutes, I decided to just retrieve my deposit and leave. Please avoid staying at this hotel. It is below standard and should not be operating. Agoda booking number: [redacted]25

I made a reservation at Hotel OYO Townhouse [redacted] for my stay on February 15th. Although I received a confirmation email from the hotel, my booking was unexpectedly canceled by Agoda shortly after. The hotel manager assured me of a refund within 30 days, but I have not received any confirmation or refund yet. I am unable to find a customer service number on Agoda's website for assistance. It's worth noting that my booking ID and cancellation ID are different: Booking ID: [redacted]89 Cancellation ID: [redacted]53 Due to this inconvenience, I ended up booking the same room offline at the hotel and had to pay twice for one room. I am seeking a full refund for the duplicate booking caused by Agoda's cancellation. Kindly provide a satisfactory solution, process my refund, and share a direct customer service number for further assistance.

I made a booking through Agoda for my stay in Montreal on Feb 20, [redacted]. My booking ID is [redacted]14. I am seeking a refund for my stay due to the discrepancy between the photos on the website and the actual condition of the room. The room was extremely dirty and did not adhere to proper Covid protocols. The hosts were unwelcoming, and the house had an unpleasant smell. We were unable to utilize the public areas as advertised. Despite the indication of free parking on the website, we had to pay $25 for parking during our stay. This deceptive practice is disappointing to customers like me. Agoda should ensure the accuracy of the property listings, especially during the ongoing pandemic. I urge others to be cautious when booking through Agoda in the future to avoid such unsatisfactory experiences. I request a refund promptly, or I will have to report this issue on your platform for misleading customers.

Subject: Request for Full Refund for Hotel Reservation Dear Sir/Madam, I am writing to request a full refund for my reservation at Hotel Royal Chulan, KL, which I booked through AGODA on 16th February [redacted]. My Booking ID is [redacted]89, and the total amount paid was RM1,[redacted].72. I am seeking a refund because the hotel's management has been unable to maintain the air conditioning and blackout systems following flood damage in KL. Despite the booking being non-refundable, Ms. Tan has assured me that a refund can be processed. She suggested I reach out to AGODA via email for further assistance. Kindly advise on the process and details for receiving the refund promptly. Your attention to this matter is appreciated. Warm regards, H. A. Sarawak, Malaysia

Hello, I made a booking last Monday on the Agoda website using Safari on my phone around 8:00 PM. I booked a room at Crystal Crown PJ for March 12-13. I forgot to enter my email and details during the process. When I proceeded to payment, it directed me to the Agoda app, but I didn't receive a booking confirmation. The payment went through Maybank2u. My ID number is [redacted]13. Please help me with this issue. Thank you.

I have a reservation at Smana Hotel in Dubai, with ID [redacted]39. I have been staying here for 4 nights, but the night is a nightmare. There are nightclubs on the ground floor, and the noise reaches the 4th floor. Furthermore, there is constant noise in the hallway. We are looking to move to a different hotel due to these disturbances. The reception suggested relocating us to a lower level room, but we fear the noise would only worsen. What should we do?