Agoda Customer Service Issues

I had two bookings with Agoda. My credit card was compromised, so I needed to update the details for my stays at Hotel Borges Chiado in Lisbon and Taipei Main Station Hotel. Unfortunately, when I updated the credit card for the Taipei booking, the full amount was charged immediately, removing my free cancellation option. For the Hotel Borges Chiado, I couldn't edit the booking without being charged upfront, so I had to cancel and rebook. This resulted in a sudden increase of $[redacted] in the total cost. These issues have caused me financial loss and inconvenience. I am hoping for compensation, especially for the extra cost incurred in rebooking the Lisbon hotel.

Hello, I am writing to express my dissatisfaction with my recent stay at Artotel Köln from 09/12 to 11/12. Unfortunately, there was no parking available on the day of our arrival, which was quite inconvenient as your parking lot always seems to be full. After driving around the city for two hours, we managed to find a spot at the cost of €45/day. This was disappointing considering the 4-star status of the hotel and the €[redacted] we paid for 2 nights excluding taxes. Additionally, we had requested a room with a view of the canal and a double bed, but we were given a room with two single beds instead. We are reaching out to you to request some form of compensation for these inconveniences. Best regards, Maud S. Booking ID (AGODA) [redacted]43

I booked a hotel in Rome on December 14. Check-in on December 31 and check-out on January 1, [redacted], at the Hotel Des Artistes in Rome. Reservation number [redacted]84 under the name of Veronica Cascavilla. When I made the payment, the money was deducted from my account, but the server informed me a minute later that the rooms were sold out, and the reservation was unsuccessful. Unfortunately, the money has not been refunded to my account yet.

I am L.S. I had two bookings with Agoda. Recently, my credit card was compromised, leading me to update the details for my bookings at Hotel Borges Chiado in Lisbon and Taipei Main Station Hotel in Taipei. However, updating the credit card information for Taipei resulted in an immediate charge, eliminating my free cancellation option. When attempting to edit the booking for Hotel Borges Chiado, I faced difficulties and decided to cancel and rebook. This led to a sudden increase in the total cost by $[redacted] Australian. These actions by Agoda have caused me financial loss due to circumstances beyond my control. I am requesting two things: Firstly, to ensure the free cancellation option remains for my Taipei booking with ID [redacted]05. Secondly, I am seeking compensation for the increased cost of $[redacted] incurred while rebooking Hotel Borges Chiado with ID [redacted]93.

I used the Agoda app to book a hotel in Baguio and paid through GCash. After contacting GCash, they confirmed the payment was sent to Agoda, but my booking didn't go through. I never received a booking confirmation or ID, just a message from Agoda stating the booking failed during the payment process, even though the payment went through. What can I do now?

Hello Agoda team, I would like to clarify the charges for my booking. My booking ID is [redacted]81 under the name of Daniel Abdul Aziz at Riviera Suites Melaka on 26th December. I am confused about the charges displayed on the website. I am unsure if the final charge is RM389.82 or RM452, as when I confirmed my booking, the total shown was RM452. Could you please confirm if there are any hidden charges? This is my first time using the Agoda platform. I appreciate your assistance in updating me on the final price. Thank you.

Hello, when I tried to book the hotel, I received a message informing me that the room was no longer available. After that, I attempted to book again and received a notification that it was an accidental double booking. Despite three attempts, I was unable to secure a room. To my dismay, I now realize that the hotel has confirmed three bookings. These three bookings need to be canceled at no cost. I kindly request a prompt resolution and response. Best regards, Michael W.

Hello, I am reaching out for some assistance as I encountered an issue with my booking at Hotel Staycity Heidelberg made through Agoda over two months ago. Despite having a confirmed reservation, the hotel claims they cannot find my booking in their system. I am in a bind as I missed the deadline for free cancellation yesterday and unsure how to proceed. Scheduled for check-in on the 23rd of December, the hotel insists there are rooms available, but simply rebooking is not a satisfactory resolution. This situation is unprecedented in my travel experience. Agoda assures me that everything should be in order, providing me with the booking details. Your prompt response with guidance and information would be greatly appreciated. Thank you, C.S.

The Lunar Patong Hotel Your check-in on December 18, '22 Booking ID: [redacted]09 Reference ID: [redacted]2 Your booking is confirmed and paid for. I need to address an issue during our stay. We arrived on the evening of December 18th, but arrived at the hotel past midnight, specifically at 12:05 am on December 19th, due to a flight delay and lack of taxis at the airport. Upon arrival, we were informed that our room was given away because we were just 5 minutes late. This is confusing as we had prepaid, securing the room. After waiting for an hour, the hotel arranged for us to stay at another hotel paid for by the Lunar Hotel. We waited for about 30 minutes before being transferred to another hotel, with the assurance that we would be brought back to the Lunar Hotel the next day at 10 am. The following day, we were picked up at around 11:00 am and finally checked into our room. Losing half a day was disappointing, especially since it was our wedding anniversary. It's frustrating that despite pre-paying the room through our Thai bank account, it was given away without consideration. This inconvenience during our special day was disheartening. I would have appreciated the hotel being more apologetic, perhaps offering a dinner voucher. Regrettably, the hotel did not seem concerned. This matter needs clarification with the hotel as it was mishandled. Sincerely, K. Englisch

I reserved a property in Langkawi for the 22nd of December, [redacted] (Booking ID: [redacted]53). Unfortunately, the owner informed me that the property was already booked by another customer due to a technical issue on Agoda's end. Agoda has charged my credit card, and I am unable to cancel the booking within 5 days of the stay. I am seeking advice on how to obtain a refund since I am unable to cancel the booking.

I have a reservation at Fairway Hotel in London from December 24th to 27th, but my Eurostar train got cancelled. I need to change my stay to May 4th to 7th. The hotel is okay with it, but they mentioned I have to handle it. Here is the response: Reservation Number: [redacted][redacted] Code: [redacted] Best regards, Nora ABSI Best regards, Nora Dear Nora, I understand the confusion. It seems we can't modify the dates on your current reservation online, and changing it manually would incur a penalty. You have two choices: cancel the booking with Agoda for free and rebook for May, or we can adjust your reservation on our system for May, with payment due on December 27th.

Today, I booked a room at Puri Manga Hotel in Sanur for Sofia Herny from 27.12.32 to 5.1.23 and paid with Mastercard. I'm currently unable to access my emails through the provided account, so I can't open the confirmation email or get the booking access code. Could you please resend the confirmation email to this email address: [redacted]? Alternatively, you can also send it via WhatsApp at [redacted][redacted]. Or just sending the booking code via SMS would probably be enough. Thank you. Jan Ulrich Wolff

Booking ID [redacted]39: This booking was canceled on December 22, [redacted]. Hello, I made a reservation at Hotel Santhya Resort and Spa, but I mistakenly booked the wrong dates. The hotel's policy allows for free cancellation within 31 days, which I adhered to. However, when I tried to cancel, the system displayed a message stating that the booking was non-refundable and could not be changed. It also mentioned that no refund would be provided in case of cancellation. How can I go about getting a refund or stopping the direct debit?

I made a reservation on December 21, [redacted], through Agoda for a room with Booking ID [redacted]09. Upon arrival at the hotel, I discovered that they were unaware of my reservation. Despite contacting the hotel using the number provided by Agoda, they informed me that they did not accept online bookings. I reached out to Agoda's customer service, but unfortunately, my issue was not resolved even after contacting them late at night. This experience was extremely frustrating and disappointing. As a result, I had to find accommodation at a different hotel since no one was able to assist me. My encounter with Agoda was the worst, and I believe they should, at the very least, display some courtesy by refunding the amount they had already charged me.

I'm wondering how long it will take to receive my refund. Unfortunately, there was a technical error, so my booking wasn't confirmed. I was assured that any charges would be refunded promptly and any pending amount on my card would be canceled without any fees. I will keep an eye out for any further details via email. Just a reminder, it may take up to 30 days, which could be until the next billing cycle, for some banks to release the held amount on the card.

I haven't received a confirmation for my booking with ID [redacted]65 after making a payment. Today, I got an email from Agoda saying they couldn't confirm my payment. I clicked the Pay Now button and successfully made the payment as per Agoda's confirmation. However, when I try to view my booking details, nothing is showing up. Can you please check this for me and get back to me as soon as possible?

I made a reservation at a hotel through the Agoda website. The displayed price was $[redacted] per night, and I booked for two nights in January [redacted] in Singapore's Orchard area. The total displayed price for the two nights was $[redacted]+, but when I completed the payment, they charged my card $[redacted]+. I contacted the hotel, and they stated that it was Agoda's issue and advised me to reach out to Agoda's customer service via email. The response I received was an automated reply that did not address my concern. I am puzzled by the price difference of $[redacted]+. Please respond to my query as soon as possible.

We recently stayed at a luxurious city center apartment in Roviniami and checked out this morning. The owner instructed us to leave the key where we found it, which we did accordingly. However, we received a message from Polina in customer service stating the owner claimed we didn't leave the key and that charges would be applied for door damages and a new key. We strongly refute these claims as we followed the owner's instructions. There were also a couple of other issues with our booking that I would be happy to elaborate on if needed. Nevertheless, I am not willing to cover the costs mentioned above as I believe I fulfilled my responsibilities.

Hello, I would like to book a hotel in Istanbul and I received my price with the promotion. The issue is that I couldn't find the "pay upon arrival" option because I have a problem with my bank card in Tunisia. I would like to confirm the reservation without a bank card with payment on-site. The hotel is Akka Lush Istanbul from January 1st to January 6th, two rooms for four people with breakfast included.

Yesterday, I attempted numerous times to book a reservation through Agoda. Unfortunately, technical issues caused inconvenience, and I ended up with two reservations for the same flight from Phuket to Bangkok. One was set for 8:30 AM and the other at 12:20 AM. I would appreciate your assistance in resolving this matter as I only need one reservation and do not wish to be charged twice. Thank you. Best regards.