Agoda Customer Service Issues

Hello, I am writing in regards to my booking ID [redacted]53 for Makkah Millennium Towers from November 27, [redacted], to November 30, [redacted]. Unfortunately, I was unable to make it to the Makkah Millennium Towers due to an emergency. The booking conditions stated that for a no-show, one night's charge would be applied. However, the full amount of the stay was deducted. I am disappointed by this and I am requesting a refund for the other two nights promptly. If not resolved, I will need to take further action as it goes against the policy. Please contact me at +[redacted]59 to assist with initiating my refund. I believe that given the circumstances of my emergency, cancellation should be free of charge. Your prompt attention to this matter is greatly appreciated. Thank you. Sent from my iPhone.

I made a reservation at Hillside Plaza in Chiang Mai from December 9th to 16th, [redacted]. When we arrived, the reception staff was unaware of our booking. They informed us that the apartments are privately owned and claimed that the owner had rented it out to Chinese tenants for a year. It seems the listing on Agoda was inaccurate, as the property is legally rented out only for one year, not for shorter stays. This mix-up has been both inconvenient and costly for us. We had to scramble to find alternate accommodations at The Pacific Cool Chic Hotel in Chiang Mai, costing us £[redacted] for Hillside Plaza and £[redacted] at the last-minute hotel. I've attempted to contact Agoda twice, but the long wait times have been frustrating. If a full refund for both bookings is not provided, I will have to escalate the issue further.

Hello, I need urgent help with a booking I made on Agoda for December 22-26, [redacted]. The Booking ID is [redacted]79 for 4 adults in 2 rooms. The hotel confirmed the booking after a 76% discount and payment by credit card. However, when I contacted the hotel, Sonnica Venter mentioned they might cancel the reservation as they claim the rate is incorrect. This reservation is crucial for my partner's elderly parents, and we are supposed to accompany them. I contacted Knightsbridge and spoke to Elvida, who confirmed the booking, but Sonnica from Amani denies it. I believe it's due to the discounted price. I requested to speak to the owner, but he is away until January. I urgently need assistance with this matter as we cannot afford to travel 5 hours and risk having no accommodation. Thank you.

On December 9, [redacted], I received an SMS informing me of a transaction on my Citibank MasterCard for MYR [redacted].33 for a reservation in New York that I did not authorize. My sister, SO, also received an email regarding this reservation on the same day (Booking ID [redacted]09). In November, we booked a day stay at Damas Suites & Residences in Hartamas using my sister's email and my credit card, which might have led to this unauthorized transaction. I have reported this to Citibank, blocked my card, and requested an investigation. Requesting urgent assistance to cancel this transaction.

I linked my credit card to Agoda and accidentally booked the Adaaran Club Rannalhi in the Maldives for December 12-13, [redacted], at the price of [redacted] Singapore dollars. I realized my mistake immediately after receiving the payment alert from my bank. I contacted Agoda within 5 minutes of the booking but was informed by customer service rep, Jack, that the hotel would not refund the full amount. Agoda offered to refund only [redacted] Singapore dollars. I believed Agoda would handle the situation, but when I reached out to the hotel, they stated that Agoda had already canceled my booking. I feel misled by the situation. If I do not receive a satisfactory response, I intend to contact the Singapore media and The Consumers Association of Singapore (CASE). Thank you. Shen Y.

Dear Person in Charge, I hope this message finds you well. I wanted to bring to your attention an issue I encountered with my recent booking through Agoda.com. On December 11, [redacted], I made a reservation for two rooms at Harris Resort Barelang, Batam, with booking ID: [redacted]89. The payment was made via Visa ending in "[redacted]" for a total of S$[redacted].70. However, upon returning home late one night, my wife realized we needed an additional room and insisted on booking another one. Despite my attempts to contact Agoda for assistance, I couldn't find an available room at the same resort. Faced with no other option, I reluctantly canceled my initial booking (ID: [redacted]5) which incurred a cancellation fee of SGD [redacted].70. Subsequently, I made a new reservation for three rooms at Batam View Beach Resort (booking ID: [redacted]61). Considering the circumstances and the timing of the cancellation, I kindly request Agoda to reconsider waiving or reducing the SGD [redacted].70 cancellation fee. I believe this is a fair request given the situation and hope for a positive resolution. Thank you for your attention to this matter. Sincerely, Tony Tan

I attempted to make a reservation on 21/11/18 using my email [redacted], but it was not approved by Agoda. The response stated it was linked to my account from HSBC bank, ending in ××××[redacted]. Subsequently, I tried again on the same day for the same hotel using the same email, this time using my Barclays account ending in ××××[redacted]. The booking was successful, resulting in two reservations under booking IDs [redacted]63 and [redacted]51 and two charges of £20.64 from both accounts. Despite my attempts to contact your office, I have not been successful. The hotel reception was unable to assist in resolving the duplicate booking issue. I kindly request a refund of £20.64 to either my Barclays account ending in ××××××[redacted] or my HSBC account ending in ××××××[redacted]. Thank you for your attention to this matter, and I look forward to its resolution.

Hello. I made hotel reservations in Taiwan but had to cancel some due to an itinerary change. Despite canceling one booking, I was still charged. The issue is I am unsure which hotel charged me because a company name with an address, not the hotel name, appeared on my credit card statement. I seek assistance in securing a refund for the amount charged. I have paid my credit card bill prompt and am awaiting the refund, which has not been credited back to me. The biller is listed as "KUAN TIEN HSIA LU KUAN, TP,TWN" for TWD2709.00, approximately php4,[redacted].90. I have reviewed my cancelled bookings but the prices are not detailed, making it challenging to match the biller to the cancelled transaction accurately. Your prompt help is greatly appreciated. Thank you. - B. B.

I made a reservation via Agoda to pay upon arrival at the hotel. Despite being told my credit card details would only be used to secure the booking, I faced an issue with the room upon check-in. The hotel couldn't remedy it, so I accepted a refund and stayed elsewhere. Shortly after, Agoda charged my credit card for a "no-show" and cancellation fees. I did check-in as planned, but due to hotel limitations, had to leave. After unsuccessful attempts to contact Agoda for clarification, I remain disappointed. I expect them to uphold their promise of not charging my credit card if I opt to pay at the hotel, and I require a refund for the erroneous fees.

Dear Agoda Support, I recently received an email notifying me of a double charge on my booking (Booking ID: [redacted]76) due to a system error. I am concerned about this issue reflecting on my credit card statement. The duplicate charge occurred for my reservation from December 22nd to 27th, [redacted]. I am looking forward to a stress-free vacation and this matter is currently causing unnecessary worry. Without resolution, it may impact my credit card usability during my trip. I have attempted to contact Agoda's Philippines phone number all day to no avail. Your prompt assistance in addressing this matter is highly anticipated. Thank you. Warm regards, -C.T.

Hello, my family and I arrived at Toyko Plaza Hotel today. We were frustrated to learn we must pay an additional [redacted] yen per child, which my husband already paid to Agoda. The receptionist informed us that we did not pay for the kids. During the online booking, we reserved for 3 adults and 2 children, but the receptionist complained that we did not specify our children's ages. All adjustments were made through Agoda. Please review our booking ID [redacted], which my husband discussed with Agoda's customer service representative, Ms. Nanami. She was unhelpful and claimed we made the incorrect amendment. We requested to speak with Agoda's manager, but Ms. Nanami was hesitant to transfer the call. We have been waiting at the counter for an hour to resolve this issue. Your prompt response is appreciated. Best regards, Mrs. O.

I made reservations for December 27th to the 30th at Courtyard Marriott Miami Aventura Mall. My booking number is [redacted]50. I attempted to change the location but couldn't reach a live person due to my limited computer skills. I wasn't aware of the non-refundable policy when booking online. The hotel kindly canceled the room, advising me to contact you. Despite various attempts, I couldn't find a resolution. I spoke to my bank to dispute the charge until I can speak with a representative regarding the non-refundable policy. I have provided my email address and phone number. If I don't receive an explanation, I will escalate the matter to the BBB.

I checked in last night on 12/15/[redacted] and was disappointed to find hair in the whirlpool tub, a bloodstain on the mattress, and uncleaned corners with black mold in the bathroom. Despite bringing it to the attention of the front desk and Assistant General Manager, JOSHI FREVILLE, there were no other rooms available for me to switch to. The manager assured me that she would address the issues promptly and work with Agoda to arrange a refund or discount. I have provided photos as evidence and hope this matter can be resolved quickly. Thank you.

I recently made a booking through Agoda for the Amande Bed & Breakfast in McLaren Vale, South Australia, with Booking ID: [redacted]89. I was attracted by a special offer they were promoting. However, there was confusion during the booking process as I intended to stay from Dec 27 to Dec 29, but the system appeared to have booked me for Dec 20 due to the special offer being solely for that date. Despite this, the website did not clearly indicate this limitation, and I accidentally completed the reservation. I reached out to the Amande operators who stated they could provide a refund since the payment was made through Agoda. I would like Agoda to proceed with the refund as I believe there was a lack of clarity on the booking website regarding the special offer and booking dates. I await your prompt response and the reimbursement. Thank you for your assistance, S.B.

Dear Support, We have recently received the booking confirmation for Kuti Resort & Spa in Pokhara, Nepal. Thank you for confirming our reservation with Booking ID [redacted]93. Unfortunately, we were shocked to receive an email from the hotel informing us that they are unable to provide the same property. Is this the kind of reputation Agoda upholds? When a customer books a property with the understanding that the payment is non-refundable, they should not be subject to such last-minute changes. How can a hotel claim they sold out the day of our booking? We request either a full refund or the property we initially booked. Please investigate this matter promptly. You can contact me via email or my India mobile numbers +91 [redacted] or +91 [redacted].

I had made reservations at Eaton Hotel on Nathan Road in Hong Kong for a stay starting 29 December. I contacted the hotel to request an early check-in due to our early morning flight arrival. To my surprise, the front desk informed me that our reservation had been canceled by the travel agent. Despite checking with the credit card company, no cancellation notifications were found. When attempting to use Agoda's automated system with my booking number, the call would disconnect immediately after a generic message. Despite the payment in full, I am still planning to proceed with the trip and kindly request the reinstatement of our reservation. Thank you.

I am Kim Lintern. I made a reservation with Agoda using ID [redacted]57 for the El Nido Garden Resort, which was cancelled on the same day. Agoda sent an email confirming that a refund would be processed without any further action required from my end. It has been two months, and I have not received the refund yet. I prefer the refund to be returned to my bank account rather than as a gift card. I have also rebooked with Agoda, so I am hoping for a prompt resolution to this matter. I have been attempting to resolve this issue for two months without success. Please investigate and address this matter urgently. If unresolved, I will not consider using Agoda in the future. Thank you for your attention. Kim Lintern

Subject: Issue with Booking ID [redacted]71 at Eurostars Saint John through Agoda I am writing to bring to your attention a concern I encountered during my recent hotel booking in Rome. Upon arrival at the Eurostars Saint John booked through Agoda with the booking ID [redacted]71, I was informed that the 'Classic or Twin room breakfast' that was mentioned in my reservation was not actually included. This discrepancy in the information provided during booking was quite misleading and disappointing. It seems there was a possible error, but regardless, such misleading information affected my stay negatively. Moreover, when I tried to address this issue by contacting Agoda, I faced challenges with long wait times on the phone and lack of response to emails from both the hotel and Agoda. This level of customer service was concerning, especially since I have been a loyal user of Agoda for several bookings. I urge Agoda to investigate this matter promptly and provide a resolution. I have also shared my contact information for further communication. Thank you for your attention to this issue. Sincerely, [Initials]

Concerns about Stay at Nasa Vegas Hotel I recently stayed at the Nasa Vegas Hotel from December 12th to 14th. I am writing to express my dissatisfaction with the service I experienced during my time there. My first night in Bangkok turned into a nightmare due to the condition of the room. I was extremely disappointed as the room looked nothing like the pictures provided. The overall state of the room was appalling with damaged furniture, walls, ceiling, and an unpleasant odor. The bathroom's glass frames and chair were broken, posing a safety risk. After spending the night, I woke up with red rashes and itching all over my body, which was distressing. The next morning, I immediately decided to check out of the hotel. My attempt to address these issues with the hotel manager, Mr. Chayut Soithong, was met with rudeness and a lack of accountability. This behavior is unacceptable, especially for someone in a managerial position. I feel misled by the discrepancies between the hotel's advertisement and the actual conditions of the room. I am requesting a full refund of $56.90 for the unsatisfactory stay. I hope that you will handle this matter appropriately given the legal implications it may entail. Sincerely, Kanha Keat

My name is Yuen Yee LAW from Hong Kong. I have an account with Agoda, but my email address on file ([redacted]) is incorrect. The correct email is [redacted] Due to this error, I have not received any booking confirmations, although two payments were deducted from my Visa card (no.: 4[redacted]-0[redacted]): HKD824.28 on December 14, [redacted], and AUD895 on December 17, [redacted]. The first booking (Booking ID: 3[redacted]-6) was made in error, and since I did not get a confirmation, I could not cancel it on time. I reached out yesterday but have not received a response. I need your assistance with the following: 1. Update my email address to [redacted] so I can receive future confirmations. 2. Request a refund for the amount of HKD824.28 due to not getting a confirmation. I appreciate your prompt attention to this matter.