Agoda Customer Service Issues

I am writing to seek assistance for a friend's refund request with Agoda. He reserved a superior twin bed at Majesty Plaza Shanghai Hotel on September 4 and then cancelled it on September 7. The booking number is [redacted] and the payment made was $[redacted].50. Despite cancelling within the required timeframe, Agoda mentioned a refund within 10 days. My friend has been unable to reach Agoda for updates on his refund through phone and email. I would appreciate it if you could look into this matter and provide an update at your earliest convenience. Thank you.

Dear Madam/Sir, I had a reservation at Hotel Nikko Kansai Airport from September 14th to September 15th with Reservations ID: [redacted]31. I canceled the reservation on September 12th because the international airport was closed due to extensive damages from a typhoon earlier in September. The bridge to the airport was also closed due to damages from a ship collision during the typhoon. Despite indications that the airport would reopen the next day, it remained closed. As a result, I would like a refund since I was unable to utilize the reservation due to the unfortunate circumstances, and as far as I am aware, the hotel was not operational. Best regards, JNL

Subject: Request for Original Invoice for Hotel Stay Dear Complaint Section, I am reaching out regarding my difficulties obtaining an original invoice for my recent hotel stay. The hotel's reception stated they are unable to provide it directly due to my reservation being made via a travel agent. This has caused issues with my company as I require the invoice for business purposes. My reservation code is [redacted]99. I urgently need the hotel to issue a valid invoice in my name and company address as follows: Mohammed Almusawi Fabrica Promo & Trading P.O. Box [redacted] Manama, Bahrain Mobile: +[redacted]1 I have been unsuccessful in contacting customer service as the system requires a new reservation, not recognizing past ones. This has led to frustration as I have never encountered this problem with booking.com. Without an invoice from a UK-based hotel with a UK address and VAT number, my company cannot process the reimbursement. Agoda receipts are not sufficient for our accounting needs. Thank you for your prompt attention to this matter. Sincerely, M. Almusawi

Upon our arrival, we inspected the villa and found it to be drastically different from the property advertised on your website. The villa was incredibly dirty and unsuitable for living. The lack of hygiene and presence of health hazards have left us feeling unwell. We have documented the unacceptable conditions with photos, including dirty towels, chairs, and oven, as well as health risks like used medical plasters in the pool and broken tiles. It is disappointing that the so-called 'luxury villa' was not up to standard, and Agoda should not promote such properties without proper inspection. We are extremely dissatisfied with the vast difference between the booking and the reality of the villa. We demand a full refund, compensation for our travel expenses, and time wasted. We await a prompt response. Sincerely, Hannaas M.

Hello, I wanted to share that I recently booked a stay at Shibamata FU-Ten Bed & Local in Tokyo from October 9th to 11th for two nights. Due to our late arrival scheduled at around 10 pm, I had requested a late check-in, but the hostel staff has informed me that they do not accommodate late check-ins. I am looking to adjust my reservation dates to October 10th to 12th instead and was advised by the staff to reach out to Agoda directly for this modification. Any assistance you could offer in this matter would be greatly appreciated. Thank you for your prompt attention. Best regards, hzy.

I am currently at Thong Ta Resort with my wife and daughter, staying on 11/10/[redacted] under booking number [redacted]46. I have been a long-time customer of your company and never encountered this issue before. Typically, I book a room for my wife and myself as a couple. However, it seems that the booking confirmation only states 1 adult, and I can't find an option on your website to book a room for a couple. If my wife now has to pay extra or get a separate room for our daughter upon arrival, it feels like an unfair way to extract more fees. If this situation is true, I will pay this time, but I will not use AGODA or stay at this hotel again. I will make sure to inform others online about this potentially misleading practice. I hope to receive an explanation for this matter. Wayne McCurry.

Hello, I need assistance applying a USD [redacted] gift card and the free cancellation option to my reservation. I couldn't apply the gift card during the booking process, so I'm requesting to have it applied to booking number [redacted]39. Gift Card Information: Value: USD [redacted].77 Expiry Date: Tue 27 Nov, [redacted] Gift Card ID: [redacted]38 Although I initially booked with free cancellation due to the issue with the gift card, I was assured of the free cancellation option as part of the voucher. Kindly adjust my rate to non-refundable as promised without any additional charge. I appreciate a prompt response. Thank you, Raluca Carpet

I accidentally made two bookings because I did not receive a TAC number for the first booking using RHB Bank. I only realized this after receiving confirmation emails for both reservations, each deducted from my RHB and Maybank accounts. If a TAC number was not received, the booking shouldn't be considered confirmed. I kindly request assistance in canceling one of the bookings: Booking ID: [redacted]09 Bank: RHB Bank Kindly proceed with the following booking: Booking ID: [redacted]45 Bank: Maybank Member ID: [redacted]2 Contact number: [redacted] Please address this matter urgently and process a refund to my RHB account. Thank you.

I made two bookings initially: one at Chalelam Hotel Huahin from September 20th to 22nd and the other at March Hotel from the 22nd to 24th. Needing to change the dates, I attempted to reach Agoda without success and was directed back to them by the hotels. Failing to contact Agoda, I ended up rebooking both hotels with Chalelam Hotel from the 22nd to 24th Sep and March Hotel from the 20th to 22nd, incurring double the cost. Fortunately, the Chalelam Hotel staff were helpful, agreeing to refund the 20th to 24th booking and requested I contact Agoda once more. They provided the number [redacted]01, but unfortunately, it seems no one is answering. Frustrated, I decided to reach out via email. Kindly assist in contacting Chalelarm Hotel (Property ID [redacted]) to process the refund for booking ID [redacted]45. Thank you, S. Perera.

Hello, I recently made two bookings on the Agoda website for Aaron Hotel in Vietnam. One of the bookings, specifically for a triple deluxe room with the booking ID [redacted]19, did not go through initially. I always prefer to book refundable options for peace of mind in case any changes are needed. After receiving an email requesting alternative credit card details, I provided them, and the booking went through as non-refundable. The hotel charged the entire fee upfront, contrary to my preference to pay at the hotel upon arrival. I am dissatisfied with this situation and would like to understand how this occurred and possibly reverse it. I am open to having the funds credited to my Agoda account but would like to rebook with a refundable option. The email I received regarding the issue is as follows: [Email content provided] I appreciate your prompt attention to this matter. Thank you, Dr. JVW

Hello, I recently made two bookings (Booking ID: [redacted]43 and [redacted]19) for three rooms at Aaron Hotel in Vietnam through the Agoda site. My details are saved on the app, and usually, I choose refundable options for flexibility in case I need to make changes. Unfortunately, the booking for the triple deluxe room did not go through as expected. After receiving an email requesting another credit card for payment, the booking went through as non-refundable, and the hotel charged the entire fee upfront even though I had selected to pay at the hotel during booking. I am not satisfied with this situation and would like to understand why this occurred and how I can reverse it. I prefer the refunded amount to be credited to my Agoda account for rebooking with a refundable option. The email communication from Aaron Hotel states the need for a valid credit card within 24 hours to secure the reservation, but I would like to change to a refundable booking and pay at the hotel as initially intended. I hope to have this matter resolved promptly. Thank you.

I recently made a booking on Agoda for my upcoming trip to Japan this Friday. Unfortunately, we are unable to travel due to the recent Typhoon in Japan. I would like to cancel my hotel reservation at the Ark Hotel Osaka Shinsaibashi, Booking ID [redacted]17, and request a refund. I understand it is a non-cancellation booking, but this situation is beyond our control. I trust Agoda's reputation for excellent customer service and hope for your understanding and assistance in this matter. Thank you for your help.

I made a booking with Agoda for my daughter and her friend at the YMCA Greater NY VAN 25, New York from October 23rd to 26th. Unfortunately, they can't make the trip, so I canceled the reservation more than 2 weeks ago. On August 29th, a charge of USD [redacted].25 appeared on my Mastercard. I kindly request a refund of this amount to the same Mastercard: MONIKA LUEDINIGGLI 5[redacted] 0[redacted]. Thank you for your assistance. Best regards, Monika Lüdi Niggli.

I made a reservation for a three-night stay at the Best Western Plus Quartier Latin Pantheon Hotel in Paris starting on September 27th. My booking, identified by reference number [redacted], was for a Superior double bed with breakfast included, and transportation from the airport. However, upon arrival, I was disappointed to find a very small room without basic amenities like luggage racks or towel hooks in the bathroom. Despite being informed that all rooms were the same size, a check of nearby rooms proved otherwise. Additionally, the transportation service indicated in my confirmation was no longer provided, resulting in unexpected ground transportation costs of EU $[redacted]. Given the discrepancies between the booking information and the actual services provided, I am seeking compensation for the transportation charges of EU $[redacted].00 and an adjustment for the quality of the room for three nights at a rate of Can $80.00 per night, totaling Can $[redacted].00. - William S.

I am located in Australia and made a booking at Hotel Royale through Agoda. Unfortunately, due to a family crisis with my son-in-law in the ICU, I had to cancel my reservation for a holiday from the 6th of August to the 14th of August [redacted]. I paid AUD $[redacted].46 in February [redacted]. Agoda's policy states no refunds, and they offered me a gift card valid for three months to rebook through them. When I tried to use the gift card for the same hotel, they refused it, saying it was Agoda's responsibility to pay. The hotel states Agoda should cover the gift card, but Agoda is uncooperative. It seems their customer service is not equipped to assist customers who have lost money in this way.

Hello, This is my third attempt to reach out regarding my booking. I would greatly appreciate your assistance with applying the $[redacted] USD gift card and the free cancellation option to my reservation. Despite attempting to use the discount during booking, I encountered issues and was unable to apply it. Therefore, I kindly request that you apply the gift card to booking number [redacted]39. Gift Card Details: - Gift Card Value: $[redacted].77 USD - Expiry Date: Tuesday, November 27, [redacted] - Gift Card ID: [redacted]38 I was informed that the voucher included a free cancellation option. Due to the lack of a gift card option during booking, I proceeded with free cancellation. Could you please change the rate to non-refundable and apply the free cancellation as promised, without any additional charges? Thank you for your prompt response. Best regards, Raluca Carpet

Dear Sir/Madam, I am Ken Kobayashi, Member ID [redacted]2. I attempted to check in at Royal Hinthar Hotel in Myanmar with booking #[redacted]65 today, only to be informed that there was no such reservation and they overcharged us significantly. I was shocked by the experience. Despite showing them my booking confirmation, they adamantly claimed not to have it on record. 1. Please cancel my reservation to resolve any potential issues, as this situation is not my responsibility. 2. Kindly address this matter with the hotel for the inconvenience, stress, and additional expenses they caused us. We felt deceived by the situation. Sincerely, Ken Kobayashi

Dear Agoda Customer Service, I made a reservation at JK Family Hotel in Kyoto, Japan for November 10th and 11th, [redacted], but I have not received a confirmation email. After contacting you twice, it took a week to receive a response. You mentioned that there is no record of my booking, yet my Visa account shows a charge of $[redacted].16 on September 18th. I was asked to provide a confirmation number for my cancellation request, but as I never received a confirmation number from you, I am unable to do so. I have tried to call the phone numbers provided on your website, but none of them seem to be working. This has been a frustrating experience as I am unable to reach anyone for assistance. I would like a refund for my reservation and hope to resolve this matter promptly. Thank you, Maia E.

Dear Agoda, I am writing to request a refund for my stay at Hotel Sunset Terrace in Okinawa, Japan, from September 30th to October 1st, under booking ID [redacted]16. Due to a typhoon causing a blackout at the hotel, I was unable to use the accommodation. The hotel staff mentioned that due to the climate disaster, a full refund would be given if I canceled the booking. Unfortunately, my reservation was non-refundable, so I contacted Agoda's customer service for assistance. Despite trying to call, technical issues prevented me from reaching the team in Korea. Now that I am back in my home country, I am attempting to secure a refund. The automated service advises me to contact via email due to the time elapsed since the incident. I would appreciate guidance on how to proceed with obtaining the full refund. Thank you, Kim HJ

Upon arriving at the hotel, my wife and I discovered a dirty room with no hot water for her shower. The Wi-Fi was also unavailable and attempts to contact staff were unsuccessful. We documented the stained light shades, dirty bed, and even flies in the shower. Despite expressing our dissatisfaction to customer service, we were denied a refund. Frustrated, I requested a receipt for our payment which they claimed they couldn't provide. We decided to leave as the room did not meet our expectations and the advertised amenities were lacking. The experience fell far short of the four-star rating stated on Agoda's website. The booking ID is [redacted]93.