Agoda Customer Service Issues

I received an email from Agoda about a promotion at Hilton Hotel in Niseko. Upon visiting the Agoda website, I selected the booking with free cancellation and a promotional discount. However, upon clicking the "book and pay now" button, the transaction went through without asking for my reconfirmation. I quickly cancelled the booking as I only wanted to check the prices. Although the cancellation was successful, Agoda later informed me that no refund would be provided. I am puzzled as to why the cancellation was done without a refund. The booking ID is [redacted]05. I am unsure if I have been charged. How can I speak to the person in charge at Agoda?

Dear Responsible Party, I am Miko Teng, and my booking ID is [redacted]61. Unfortunately, I was unable to check in today due to unforeseen circumstances and would like to request a refund. Earlier, the tour bus my family and I were on overturned and fell off the highway, resulting in injuries like my father's eye bleeding. We were stranded until 11 am when we received basic treatment at a hospital. Currently, we are in Singapore at Changi General Hospital for further treatment. I have photographic and video evidence available upon request. Your understanding and prompt assistance in this matter would be greatly appreciated for peace of mind. Best Regards, Miko Teng

Booking Number: [redacted]39 Hello, I just wanted to share my recent experience with the property I booked. Upon arrival, there were some issues, and despite having all the necessary booking confirmations, we were initially turned away. After a lot of back and forth, we were eventually given a room, although not the one we originally booked. The payment process was also quite difficult as they demanded cash I didn't have, leading to a stressful situation. I received an email claiming we were a no show, which is inaccurate as we are currently at the apartment. This entire situation has been unpleasant and I hope the property can improve their payment process to prevent similar issues in the future. Thank you, Ellen

Dear Umairah, I would like to bring to your attention the issues I encountered during my stay at SOGGIORNO KARABA HOTEL in Florence with booking ID [redacted]35. Despite informing the hotel in advance of my late arrival through email and the "special request form," I was left stranded outside as the premises were locked upon my late arrival. Despite attempting to contact the hotel owner via phone and messages, I received no response, leading me to seek alternative accommodation due to the locked doors. The payment for the room was deducted from my credit card a week prior to my arrival, despite the lack of access to the room and unresponsiveness from the hotel owner. I have attempted to reach Agoda by phone without success. Best regards, Lia C.

We made a reservation at City Center Hotel Baguio on November 20 to 21, [redacted], for a family room with 2 kids and 1 senior citizen. During check-out, the hotel accused us of smoking in the room and mentioned cigarette ashes in the window, affecting the room's smell. However, we believe this accusation is unjust as my husband only inquired about a smoking area. We even have a video showing the staff admitting they did not check the window before our check-in. The hotel's owner exacerbated the situation by demanding a [redacted] fine for alleged smoking. This experience ruined our trip, and we seek justice for this unfair treatment. We hope Agoda will address this issue promptly.

Subject: Hotel Crossroads, Gurgaon Issue with Agoda Greetings from Hotel Crossroads Gurgaon. We are facing an issue with Agoda regarding access to our extranet. Despite multiple attempts to reach out, we have not received assistance to resolve this matter. This will be our final email to Agoda to address this situation. We request Agoda's support in opening our extranet to settle pending payments for prepaid bookings. If this matter cannot be resolved promptly, we may need to cease our partnership with Agoda. We seek contact information for Agoda's business development manager in India responsible for our hotel. Due to the inconvenience caused, we had to cancel a recent booking. We emphasize that we will not accept any room bookings through Agoda until this issue is resolved. Your prompt attention to this matter is appreciated. Warm regards, Suresh Kumar Asst. Room Division Manager Email: [redacted] Sector 15 part-II, Gurgaon, Haryana - [redacted] Tel: +91 [redacted] [redacted] 00 00 Mob: +91 [redacted] Website: www.crossroadshotels.com Facebook: www.facebook.com/hotelcrossroadsgurgaon

I am Annelene with booking Nr [redacted]09. I attempted to contact your company while in Malaysia, realizing I booked the wrong hotel due to multiple terminals. Flying with Malaysia Airlines, I needed to book the other hotel. Unable to reach customer service, I was disappointed. Despite using booking.com previously, I tried your service but struggled to connect. When I finally got through after a 30-minute wait, my call was cut due to lack of credit. Even airport officials discouraged your service, advising against it. The hotel couldn't assist as it was booked through your website. I had to spend 8 hours at the airport due to this inconvenience. I will share my negative experience on social media to address the poor service received.

I mistakenly booked a hotel near the wrong airport instead of the one I intended to book. My reservation number is [redacted]70. After receiving an email from the owner alerting me to the error, I canceled that reservation. Now, I would like to book the Hilton Garden Inn Frankfurt Airport instead. I am attempting to do this on your website, but I am experiencing difficulty entering my dates. Could you guide me on how to speak with a customer service representative for assistance in resolving this issue? Thank you.

Regarding my reservation with ID [redacted]16 at Shanedel’s Inn & Café in Basco, Philippines, I wanted to address the cancellation policy and the charge of PHP 5.47 on my debit card. Despite being promised a credit or a refund, I have not received any resolution on this matter since September. I appreciate the option of $10 in agoda points as compensation, which I can use for my upcoming booking in Sydney. I would like to proceed with the agoda points offer as the refund has not been issued as promised. Kindly provide me with the necessary details to claim the $10 agoda points.

I made a reservation at Raddison Blue in Alibaug from 10th to 12th February [redacted] on 23rd November [redacted]. We expected a confirmation within 10 minutes after the payment, but after waiting for three hours, we hadn't received any confirmation. Despite attempting to contact their customer service, we got a cancellation email from Agoda without any prior notice. We've been unsuccessful in reaching their customer service via phone, and our emails have gone unanswered. The booking was non-refundable, and we are disappointed with this lack of service. It has been more than a few days, and we still haven't received any assistance.

My partner reserved a room for our one-night stay from Dec 31, [redacted], to Jan 1, [redacted], at Radisson Blu in Cebu City, Philippines, under Booking ID [redacted]97. We got a booking confirmation at 10:22 last night after providing credit card details. However, this morning at 8:50, she received a cancellation notice, which she did not initiate. Concerned about a potential charge due to the no refund policy upon cancellation, she questions the security of the website. She is puzzled by Agoda's message stating "Thank you for using Agoda Self Service to cancel your booking" because she did not return to the site once confirming the booking last night. We kindly request the reservation to be reinstated without any additional charges.

I made a reservation for Apr 3-5, [redacted]. Before booking, I carefully checked and ensured that I entered the correct details - 1 room for 7 adults. However, Agoda showed me the Mojo Nomad Central in Hong Kong, which is a dormitory type accommodation good for 6 persons. Excited about the offer, I booked it. But when I requested for a big bed, Mojo Nomad informed me that my booking is only for 1 person. I am confused. Does this mean that Agoda misleads customers? My Visa card has already been charged. I wanted to cancel my reservation, but they said I won't get a refund. This is so unfair! My reservation is still far away and hasn't been used. I hope someone can help me with this situation.

Hello, I made a reservation in May for 3 bedrooms at Daiwa Roynet Hotel Hakata Gion from 11/16 to 11/18. The booking reference is [redacted]84. I thought I had cancelled it immediately after. However, I recently discovered that Agoda charged me over HK$[redacted] for the unoccupied hotel room. This amount is significant to me, and I suspect there may have been some confusion. Can I please request a refund? Any help with this matter would be greatly valued.

Hello, I recently made a booking with a resort through Agoda and have been trying to get in contact ever since. I originally was searching for hotels/resorts in Nusa Dua, Bali on Trivago and clicked on a link to "Check deals," which led me to Agoda. While browsing resorts in Nusa Dua on Agoda, I accidentally booked a resort in Canggu instead of Nusa Dua. I have been trying to cancel and get a refund, but the hotel is not cooperating. This has caused me a lot of stress, as my family and I were planning to spend the holidays in Nusa Dua. I have a 2-year-old daughter, and traveling to Canggu from the airport late at night with her is not ideal. I am desperate for help at this point and just need a refund or at least a partial one to make other arrangements for our holiday in Nusa Dua. Any assistance you can provide would be greatly appreciated. Thank you. Sincerely, Alexeya

Dear Support Team, I am reaching out about our recent experience at the Paradise Sukhumvit hotel in Bangkok, which did not meet our expectations based on the information provided. Unfortunately, the hotel was not well-maintained, with unclean facilities and an unusable pool, which left us wondering if we were in the correct place. Considering the condition of the hotel, we were unable to stay there and sought a refund, only to be redirected back to you for assistance. The hotel manager is willing to confirm our departure and non-usage of the room. We kindly request a refund for this unsatisfactory stay, as we now have to find alternative accommodations due to this inconvenience. We value your support and hope for a prompt resolution, as we have been frequent users of your services. Thank you for addressing this matter.

Dear Agoda Customer Care, I hope this message finds you well. I am a loyal customer with Member ID: [redacted]5, currently residing in Abu Dhabi, originally from India. I have recently made a booking at Pearl Tree Hotels and Resorts in Purulia from December 22nd to December 27th, [redacted]. Upon my arrival in Kolkata, I will be taking a morning train to Purulia, and I wanted to bring to your attention a discrepancy in my reservation. It has come to my notice that my booking through Agoda for Pearl Tree Hotels and Resorts in Purulia does not include breakfast, unlike other booking platforms such as Booking.com where breakfast is included in the price. The rates offered by Booking.com are similar to Agoda's rates. As a reliable and longtime customer of Agoda, I kindly request your assistance in addressing this matter with the hotel management and ensuring that breakfast is included in my reservation. In my experience staying at 4-star hotels worldwide, breakfast has always been complimentary. Having breakfast included would greatly enhance my stay and convenience. I greatly appreciate your prompt attention to this request. Warm regards, Partha C.

While searching for hotels and the best prices on Agoda, I noticed a concerning issue. Despite not being sure about my travel plans to Malaysia, the app strangely confirmed my hotel booking without requesting an OTP or CVV. What's more troubling is that it used my friend's card details without his consent, as his information was saved from a previous booking. This lack of security on the Agoda app is worrying, as it allows anyone to access our details easily. Unfortunately, my attempts to reach customer service have been unsuccessful as no one is picking up the phone. I am seeking a refund for this unauthorized transaction and hope to resolve this problem soon.

Dear Sir, I booked a room at The Leela Mumbai through Agoda with the Booking ID # [redacted]21 for check-in on November 29, [redacted]. Unfortunately, I missed my flight and won't be able to reach Mumbai as planned. I kindly request either a refund for the booking, as I've already paid INR 16,[redacted] via credit card, or the option to reschedule the dates. I have tried contacting your helpline without success. There seems to be a misunderstanding with the reservation, as The Leela mentioned two rooms booked, while we only reserved one. I have the email receipt from you confirming payment for one room. Please prioritize resolving both issues and get back to us promptly on how to proceed. You can reach me at +[redacted]44. Your prompt assistance is highly valued. Regards, Pankaj L.

Subject: Payment Issue for Penny Shaw's Reservations Hello, I am reaching out regarding a guest, Penny Shaw, who checked out of two rooms on 11/27. Upon checkout, Penny mentioned she had pre-paid for both rooms but we did not have record of the payment in our system. Consequently, we had to charge her at checkout since there was no payment on file. Typically, third-party reservations are settled with a virtual credit card linked to the reservation. Could you provide me with the virtual card details for payment of these two reservations? I have been attempting to contact your customer service by phone without success. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you for your attention to this issue. Warm regards, Lauren Kelly Assistant General Manager Holiday Inn Express [redacted] West Main Road Middletown, RI [redacted] Tel: [redacted] Fax: [redacted]

I am experiencing issues with my reservation at Metropark Sathorn Residence. My flight is scheduled to land in Bangkok at 1:15 am on December 1st, resulting in an early arrival at the hotel. After contacting the manager, they assured me they would provide instructions for accessing my apartment due to the lack of front desk assistance during those hours. Despite sending multiple messages, I have not received the promised information. Following up on November 22nd resulted in reassurances of sending the details, which have not been received. On November 27th, I was informed via email that the information could not be sent as my email was blocked, which I find puzzling since that message reached me via email. The lack of communication and delays in receiving essential details have made my experience with this establishment challenging. Despite a reservation alteration, the promised information has not been provided, leaving me anxious as I depart the USA tomorrow morning with a pending room verification and early check-in. Your assistance in resolving this matter promptly would be greatly appreciated. Thank you.