Agoda Customer Service Issues

I have made a reservation at the Royal Palm Beachfront Hotel from 16/12/[redacted] to 23/12/[redacted] using Agoda booking ID [redacted]9. Unfortunately, I recently discovered that the hotel does not have an elevator, and I am unable to climb stairs due to a serious hip issue. After contacting the hotel, they advised me to communicate with Agoda. I am seeking assistance to cancel my current booking and secure a reservation at the Gracelands Hotel and Spa for the same dates. The Royal Palm's lack of an elevator poses a challenge for my health condition. I am willing to cover any additional expenses associated with the new booking. I would appreciate a prompt response.

Booking number [redacted]66. Upon check-in last night, I noticed a strong stench of illegal drugs. I was shocked that the hotel is still open. I informed the staff that I could not stay there, as did other guests nearby. I moved to another hotel. Today, I contacted the police, who informed me that the hotel is in the process of shutting down due to illegal activities. Please refund my money as the accommodation was unfit for occupancy. Also, remove this establishment from your site to protect others from a similar experience. Thank you, Moshe Lesser. Email: [redacted]

Hello, I am seeking assistance regarding my bookings. The references are: [redacted]65, [redacted]01, [redacted]17, [redacted]53. My reservation clearly indicates a luxury 365m2 pool villa at Candi Beach Resort and Spa from December 8 to December 11, [redacted], for 2 persons. The booking terms stated no cancellations or modifications are allowed. The hotel has informed me that the room type differs from my confirmed and paid Agoda booking. I kindly request your prompt assistance to reconcile the discrepancy with the hotel directly. As this is my honeymoon, I urgently seek resolution. I have verified the same rates are available on your site for similar dates. I have communicated all relevant details to the hotel and hope for a swift and unchanged resolution. Best regards, Jon Clements

I have tried to change one room, but Agoda needs to make the modification. Please refer to the emails below for the response from the hotel. Additional notes: "I sent this to Suwan Palm Resort: (and the response is below) The change is possible, but Agoda must confirm it. Can you assist us, please :) Jette. Dear Suwan Palm Resort, We have reserved 3 Superior Family Rooms through Agoda - booking number xxxxxxxxx for x nights from February 4th to 10th, [redacted]. Is it feasible to switch one room to a Modern Superior Double room? After checking your website, it seems that the Double room is available at the desired time. The price for a Double room appears to be [redacted] baht/night, while the family room is 3,[redacted] baht/night. We are willing to pay the difference. We will retain the other 2 family rooms for 3 persons each. Please inform us if this change is possible 😊 Best regards, and we are eagerly looking forward to visiting you. Jette Christensen. Hello Jette, Thank you for selecting our establishment. We regret to inform you that we are unable to adjust your reservation from our end as it was prepaid through Agoda. Kindly reach out to Agoda first to modify your reservation. We apologize for any inconvenience this may cause. Best regards, Eve Punnasiri Suwan Palm Resort."

Hi, I'm Sarfraz. I made two bookings on your website today, but one of them was incorrect. I intended to book a stay in Venice, but mistakenly booked a hotel in Rome. I have already cancelled the booking, but it seems to be non-refundable. Could you please assist me with getting a refund? I'm confused why the website showed me a hotel in Rome instead of Venice. I would appreciate if you could either refund the amount I paid or credit it to my Agoda account for a future booking. I am eager to make another reservation for my stay in Venice for the same dates. I am hopeful for a positive resolution. Please help! Booking Id: [redacted]17 Hotel Europa Thank you, Sarfraz

Booking ID: [redacted]54. I did not stay at the hotel. The hotel manager was extremely rude, attempted to charge my credit card again, and the rooms were very smelly and dirty. The manager refused to refund me, insisting I go through agoda, the third-party seller. How am I supposed to get my money back if I can't contact anyone at agoda? This is not good for business or customer retention. Please resolve this quickly. If this fraudulent charge is not addressed, I will report it to the credit card company.

I am writing to inform you that I have made a reservation at the resort in Phuket from 16/12/[redacted] to 23/12/[redacted]. However, recently I discovered that the hotel lacks elevators. Due to my severe hip problem at the age of 55, and my wife's osteoporosis, climbing stairs is not feasible for us. I have already reached out to the hotel, and they advised me to contact Agoda for assistance. I would like to inquire if it is possible to transfer our reservation to the Gracelands Hotel and Spa for the same dates, even if there is a price difference, as we have been looking forward to this holiday for a long time. I would appreciate a prompt response. Thank you in advance for your attention to this matter. Best regards.

Booking reference [redacted]. I have tried emailing but have not received a response. I need a confirmation email for my son, Dylan B., who is traveling today. It seems I may have entered the email address incorrectly. Please verify if it is similar to the one below. The last 4 digits of the credit card used are [redacted]. My contact email is [redacted] The booking is for the Shin-Yokohama Kokusai Hotel from October 26th to October 28th. Kindly send the confirmation to this email address. I believe this information is adequate. I await your reply. If unable to email, please confirm the booking details mentioned above as I only have the reference number from a text message.

To the management, I am Mifzal Nazhan from University Tun Hussein Onn Malaysia in Johor, Malaysia. Our university students are interested in a mobility program with Prince of Songkla University from 4/11/18 to 9/11/18. We're looking for accommodation for 21 guests (14 male, 7 female) for 6 days and 5 nights near Prince of Songkla University. Your help in providing us with a discounted rate would greatly benefit our program and transportation arrangements. Best Regards, Mifzal Nazhan Bin Mazlan Faculty of Mechanical and Manufacturing Engineering, University Tun Hussein Onn Malaysia

I am Joan L., and I had made a reservation at Volcan Resort with booking number [redacted]84 on October 21, [redacted], which I cancelled on October 23, [redacted]. I am confused about the policy stating I would be charged the full amount since I cancelled it within two days, while the policy mentioned a 50% charge for cancellations within 45 days and a full charge for those within 31 days. I was surprised to see a charge of Php 11,[redacted].38 on my credit card. After contacting the resort, they advised me to reach out to Agoda for assistance. I am unsure of the process as I expected only a partial charge due to the short notice of cancellation. I kindly request a refund of the charged amount to my account. Thank you for your help.

I have made two bookings for a total of three rooms: Booking ID [redacted] for two rooms and [redacted]81 for one room. Unfortunately, a member of our group, Dr. MSL Salgado, fell ill and is currently hospitalized at Mount Elizabeth Hospital in Singapore. Due to this situation, we are unable to proceed with our trip to Suvarnabhumi Ville Airport Hotel in Bangkok. Kindly cancel the three booked rooms and ensure that we are not charged for them. I have a certificate from the treating specialist for Dr. MSL Salgado to verify these circumstances. Please provide me with an email address where I can forward the certificate. Thank you for your assistance. - Dr. Raja Salgado

I reserved a stay at Deosthali resort in Goa near Bogmello beach for my wife and two friends from October 24 to October 26. However, upon check-in, they discovered significant discrepancies between the listed amenities on the booking site and the actual offerings at the hotel. The location information and food services were not as described. They are seeking to check out on October 25 instead. The property does not meet the standards advertised on Agoda and Booking.com and should be removed from the listings. This mismanagement impacts the reputation of both platforms. As a frequent user of Agoda and Booking.com, I kindly request a refund for one night's stay on the booking, identified by confirmation number [redacted][redacted]. The check-in reference number is [redacted]75 for Deosthali - Gods Valley Resort. I hope for a prompt resolution to this matter. Thank you. Message submitted by Prabin G. on behalf of Anuya G.

To whom it may concern, I am writing on behalf of Danielle B. regarding a booking issue for our trip to New Zealand in February. Unfortunately, there was a mistake made when booking our stay at Peppers Bluewater Resort in Lake Tekapo. Danielle accidentally booked 2 rooms instead of 1, resulting in a total charge of [redacted].96 CAD to her Mastercard under reservation number [redacted]62. After realizing the error, Danielle cancelled the 2 rooms and rebooked 1 room for [redacted] CAD under reservation [redacted]78. However, she mistakenly cancelled this reservation as well. Despite these changes, the initial charge of [redacted] CAD was not refunded, leaving us without a room and facing a [redacted] CAD charge. We are requesting to reactivate reservation [redacted]78 for [redacted] CAD for one room with 2 beds on February 15 and to be credited for the [redacted]62 reservation. We have spoken to the hotel's reservation agent who informed us that no charge has been sent to Agoda yet and advised us to contact you directly. We have been unsuccessful in reaching a representative from Agoda via phone. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you for your attention to this issue. Sincerely, Josann L.

I am reaching out about a recent reservation at the Sofu Hotel in Beijing, China. Due to changes in our schedule, we were not in Beijing during the intended dates. Instead, we stayed at two different hotels booked on Booking.com, which is linked to Agoda. I encountered difficulties canceling the booking on Agoda.com, so I reached out to the hotel directly on Thursday, October 4th using my AT&T mobile phone, and I have proof of the call. Despite the "no show" policy indicating only the first night's charge, I was charged the full amount for the booking. The reservation states, "Failure to arrive at your hotel or property will be treated as a No-Show and will incur the first night's charge (Hotel policy)." Kindly process a refund for the full amount promptly. Thank you, Bruce Cunningham

I am attempting to make separate bookings for the dates 27-29 and 25-27, but the system is indicating a double booking. I am unsure why I can't book different dates separately. I received an email requesting a picture of my credit card in addition to my ID to finalize the booking. The email instructed me to upload the image at the provided link, but I am unsure how to do so. Can I send the images to the email instead? Please assist me promptly.

I made a reservation through agoda.com and paid with my credit card. Upon arrival, the property claimed they couldn't reach agoda due to technical issues, asking for a second payment. Trusting them, I paid again thinking it was an honest mistake. The next day, I received an email from agoda confirming my booking and payment. It seems the reception misled us, resulting in an extra charge. Seeking a refund for booking number [redacted]56 due to this unfortunate situation.

Dear Agoda Customer Service, I kindly request a review of the following information and the refund of $[redacted] to my credit card account. Despite numerous emails to your company regarding this issue, I have not received the credit as of yet. I would greatly appreciate a prompt and clear response. Please let me know if you require any additional information. Thank you, m Agoda Booking ID [redacted]22 Check-in Date: October 5, [redacted]

I have made several hotel bookings through Agoda and received email confirmations. In the emails, there is an option to "Manage My Booking," but I am unable to access it as it requires a password. Despite my attempts to create an account or reset the password, I have been unsuccessful due to verification issues. This means I am currently unable to manage my bookings. I have also tried to seek help online and through my smartphone, but I keep getting prompted for a password. Additionally, my attempt to contact Agoda's Singapore number was unsuccessful as no one answered. This situation is frustrating, especially since I have not completed all my hotel bookings for a upcoming 17-day trip. It is concerning that Agoda seems uncontactable when help is needed.

Booking ID: [redacted]45 During our two-night stay at the hotel, we found the accommodation to be pleasant; however, we were disappointed with the lack of cooperation from the staff. Despite requesting fresh bedsheets, towels, and toiletries, these items were not replaced. Additionally, we had booked a double bed room but were given twin beds. When we asked for a room change, we were initially told it would be possible, only to be denied later in the day. The staff's inconsistent response was frustrating. We kindly request a refund as our stay did not meet our expectations.

Hello, I'm Maribeth del Carmen. I made a reservation at Sea Jewel Beach Resort in Puerto Galera, Philippines with booking ID [redacted]24. Unfortunately, my card did not have enough funds to cover the fees, so it was declined when the charge was attempted. I've decided to cancel the booking and have not provided alternative card details for payment. The agreement allows for free cancellation up until October 26, [redacted] (11:59 pm), so I hope to cancel within the 24-hour window without any charges. Due to the failed payment status, I am unable to manage the cancellation through the website. I kindly request your assistance in canceling the booking promptly to avoid any charges to my card. Thank you for your prompt attention to this matter.