Agoda Customer Service Issues

Hello! I stayed at Tubod Water Flowing Resort on October 13-14, [redacted], and decided to extend my visit. With guidance from the information desk personnel, I modified my booking from October 22-24 to October 14-15. After receiving an email confirming the change, I assumed all was well. However, despite expecting a refund, I was later informed that the amendment was non-refundable as per policy. I acknowledge my oversight in not reviewing the terms prior. My concerns are: 1. Lack of warning about the policy. 2. Being allowed to proceed with the amendment instead of making a new booking. 3. Following the advice given by the resort's staff. 4. Confirmation of the amendment and being charged more without clear disclosure. It seems unfair to charge for a change that was not honored. Kindly process the refund promptly. Thank you.

Dear Agoda Team, I am writing to address a booking issue with the Ganesha Ubud Inn due to the Agoda page being unavailable. I experienced a problem where I tried to book a room, received an error message instead of a confirmation, and unknowingly booked the same room through another platform. I later discovered the initial booking ([redacted]69) had indeed gone through. Despite contacting the property, I was unable to resolve the duplicate booking. I want to ensure that I am not charged for the first night since the error was on Agoda's end, and I have already paid the hotel directly. Thank you, Siri

I made a reservation at Cedar Peak Condominium through Agoda with booking number [redacted]64 for December 20-21, [redacted]. Payment was made with a CitiBank Visa Card, and I have received both an e-receipt and confirmation email. Despite numerous attempts to contact the provided landline number before my arrival, there was no response. Upon arrival, the Front Office informed me that my booking was not in their system and suggested a refund, which contradicted the no refund policy listed on the receipt. They were unable to assist further due to staff unavailability. After checking into another hotel at my own expense, Cedar Peak Condominium acknowledged the booking but failed to rectify the situation, leading to confusion and frustration. The manager advised requesting a refund through Agoda due to their staff's misinformation. I request a refund as the situation was not a no-show on my part. I look forward to resolving this issue promptly. Thank you. Alyssa Christine Fabian

Regarding Cancelled Booking [redacted]68, I requested the cancellation yesterday due to an issue with my debit card not processing during booking on the app. Despite the cancellation request, the booking went through. I promptly contacted customer service, who advised they needed Okada's approval via email before confirming the refund. After following up with Okada the next day, they confirmed the refund was approved without charges. Customer service assured me the cancellation was approved and a refund would be issued within 7 days. However, upon checking the confirmation email, the refund amount showed as 0 PHP and I was still charged. I prefer not to go through the inconvenience of initiating a reversal, as I followed the instructions provided. I hope for a prompt resolution to this matter. Thank you.

Booking Number: [redacted]07 Hello, I've been attempting to reach out but haven't had any luck. I'm having trouble logging in and resetting my forgotten password. I also have a concern regarding a booking at El Rio Y Mar in Coron, Palawan. The booking indicated no charge, but upon entering my card details, it automatically charged me. I was still exploring other hotel options, as this one is far from the town proper. I would like to cancel this booking and reserve a different hotel through your platform. I have been a loyal user of Agoda for a while now. Please respond soon as I need to secure accommodation in Coron. Thank you.

Booking Number: [redacted]07 Hello, I've been trying to reach out to you but have been unsuccessful. I am having trouble logging in and resetting my forgotten password. I have a concern regarding my booking at El Rio y Mar in Coron, Palawan. Despite it initially indicating no charge, my card was automatically charged when I entered the details. I need accommodation in Coron, but I wanted to explore other options first. Now that the booking is confirmed, the hotel is far from the town center. I just wish to cancel this booking and reserve another hotel through your site. I have been a loyal customer of Agoda for a long time. I hope to hear from you soon. Best, (Sender's Initials)

Reservation Number -[redacted]99 Change of Plans Due to Flight Cancellation in London Gatwick Airport To Whom It May Concern, We had a reservation at the Grand Copthorne Hotel, Singapore from December 21st to December 24th, [redacted]. Unfortunately, we were unable to leave London due to unforeseen circumstances leading to flight cancellations. All flights departing from Gatwick airport on December 19th and 20th were canceled due to suspected drone activity, resulting in the closure of the airport for passenger safety reasons. This has forced us to cancel our holiday in Singapore. Attached are relevant materials to support our situation, including news articles, airline cancellation confirmation, and Gatwick airport departure board status. We kindly ask for your understanding and request a refund for our booking given the circumstances. Please feel free to reach out if you require any further information. Best regards, Gaurav P. +44 (0) [redacted] [redacted] [redacted]

Hello, I recently returned from a trip to Milan where I booked and paid for the hotel through the Agoda app. I intentionally chose Agoda over Booking.com due to hidden fees I encountered on the latter platform. However, I encountered a similar issue this time. I paid the full amount through the app, which is still visible in my booking details stating I paid the total amount for my stay. Upon checkout, the hotel staff requested payment for tourist taxes, claiming it was not included in the total amount paid through the app. Can someone assist me with this matter? If I paid the total amount, shouldn't it cover all expenses? I feel deceived by this situation. Awaiting your response, Ivan B.

I mistakenly booked a room at Zen Rooms Bukit Merah for Jan and later changed the date to 15/12/18. The initial payment was RM239.13, and as there is a strict no refund policy, I ended up paying an additional RM271.46 to alter the booking. However, upon arrival, the hotel claimed they had not received my booking confirmation. I was forced to pay a total of RM510.59 but was left without a room. Eventually, I had to hastily book a room directly at the hotel to secure accommodation. I am frustrated by this situation and feel that I should receive a refund due to the lack of proper handling by Agoda.

Worst hotel experience at VillaTel Salse Bandung. Hello, I recently stayed at this hotel and was surprised to find out that the restaurant and Jacuzzi are located [redacted] meters up on a mountain from the hotel. Guests have to hike and trek up the mountain to access meals, which can be difficult for elderly people, children, or those with medical conditions. This information was not disclosed on the website or any booking platforms. The alternative of taking a car or cab to the main road for meals is inconvenient and not what I expected. The hotel's lack of transparency regarding this issue is disappointing. They have also refused to provide a refund for my booking made on Dec 21, [redacted] through Agoda with Booking ID [redacted]09. I will be sharing my negative experience on various platforms. Please consider including this important information on your website or asking the hotel to disclose such details to guests. Thank you.

I successfully made a reservation this morning for a two-night stay from January 8th to 10th, [redacted] at the Sun Star Grand Hotel. I provided my email address, contact number, and credit card information during the booking process. However, I have not received the booking confirmation or hotel voucher via email. Upon contacting Agoda's online customer support, they informed me that they tried to reach me at a different number and that the email I used to contact them was not the one registered in my booking. I am concerned that my booking information may have been compromised. I am puzzled as to why I did not receive the email considering I used the same email for the booking, and why I could not be reached at the number I provided. My worry is heightened as I shared my credit card details during the booking process.

Good day! My booking number is [redacted]18. The credit card I used for booking is no longer valid due to theft and has been replaced. I need to update it by December 22, [redacted]. Please contact me at [redacted]. I will provide the new credit card details for the reservation. I got an email to call Agoda Hotel hotline at 1-[redacted], but I don't have the Hotel ID. Could you confirm the Hotel ID for the Red South Beach Hotel? I would appreciate a callback to speak with a representative to resolve this matter. I'm available from 10 am to 8 pm (New York time). Thank you for your assistance! Alina K. [redacted] [redacted]

During our 4-night stay at Eco Hotel in El Nido (with 1 night remaining), we have experienced disruptions due to ongoing construction work right next to our deluxe room. The loud hammering against metal and concrete starts promptly at 8am each morning, merely 1m away from our window. Despite our exhaustion, we endured this for the first two days but were disappointed when it persisted over the weekend. We have documented evidence in the form of photos and videos that clearly depict the disturbance caused by the construction work. It is essential that guests are informed of such conditions before booking. The side of the hotel we are on should be deemed unsuitable for use until the construction is completed. We are considering sharing our negative experience on travel websites unless we receive a refund or compensation for our disrupted stay. We eagerly await your response on how you plan to address this matter. - E. and A.

Hello Agoda team, I am reaching out regarding booking ID [redacted]76. My host informed me that they needed to cancel my reservation. Despite not receiving any notification from the app, I took the initiative to cancel it myself with the reason "host cancelled" in hopes of obtaining a refund to urgently rebook. To my surprise, I received an email from Agoda stating that I would be charged a cancellation fee with no refund. I kindly request assistance in processing the refund as per the host's request. I have attached screenshots of the relevant emails for your reference. Thank you for your prompt attention to this matter.

Subject: Request for Booking Refund (ID: [redacted]76) Hello Agoda Support, I am writing to request a refund for booking ID [redacted]76. The host informed me of the need to cancel my reservation. Despite not receiving any notification from the app regarding this cancellation, I reached out to the host to proceed with the cancellation. However, as there was no response from the host, I decided to cancel the booking myself under the assumption that I would not be charged. To my disappointment, I received an email from Agoda stating that there is a cancellation fee and no refund will be issued. I urgently require assistance in processing the refund as per the host's request. Could you kindly verify if there was an attempt from the host to cancel the booking before my own cancellation? I have attached screenshots of the relevant emails for your reference. I look forward to your prompt response. Please contact me at [redacted] if needed. The last four digits of the credit card used for payment are [redacted]. Thank you for your attention to this matter.

Hello Agoda team, I would like to bring to your attention an issue with my booking at 'Goldsborough Place Apartments' for the dates 31st December to 1st January with Booking ID: [redacted]33, scheduled for one week from now. Following my reservation, I received a call from the apartment manager, Venkat Durgam, at [redacted] [redacted] [redacted], informing me that the room is unavailable due to a website error. Despite his assurance of a full refund and advice to cancel the booking, I was unable to do so online due to the non-refundable terms. I am frustrated by this inconvenience, especially since I am unable to contact Agoda directly to address this issue. I am seeking the prompt refund of $[redacted].70 along with the $5.47 international transaction fee, to be processed back to my PayPal account at [redacted]

Hello, I reached out tonight following the advice given to me to contact booking.com and the hotel directly regarding the issue below. Even though I was told I could reach out to you about this matter. When making an online booking tonight, I encountered an error with the dates which resulted in the payment being processed for incorrect dates. I intended to book accommodations for New Year's but it seems the reservation extended into the following month by mistake. Since we won't be able to make it in late January, I kindly ask for your assistance in canceling the booking and issuing a refund. I regret any inconvenience caused and I'm uncertain where the error occurred during the online booking process. I'm aware your property is fully booked for New Year's and we won't be able to visit at any other time this year. I appreciate your prompt confirmation on this matter. Thank you, E.C. Sent from Mail for Windows 10

Hello! In November [redacted], I made a hotel reservation through Agoda for a trip to Boracay, Philippines from December 29, [redacted] to January 2, [redacted]. Using my credit card, my friend booked the room for us. Recently, my friend received an email from Agoda stating that our reservation was cancelled for unknown reasons. This situation has been quite distressing for me as it's my first time facing such an issue, and it has left me feeling disappointed. Despite attempting to contact Agoda via phone, we were directed to communicate only through email. I am truly upset about this entire ordeal. After reaching out to Agoda, they have confirmed that they will refund the $1,[redacted].00 payment I made. I urgently need this refund processed, especially since the payment was deducted back in November when the booking was made. Given the cancellation of our reservation and the inconvenience caused, I am eagerly awaiting clarification on when I can expect the refund to be issued to my credit card.

Dear Sir, I have always relied on your website for booking my travels, whether in my own country or abroad, but this time I am disappointed with the service provided. I made a reservation for a hotel room through your website with booking ID [redacted]97. Despite sending emails and calling the customer service hotline multiple times, I received no response. I am currently traveling with friends. The issue at hand is that the hotel I booked does not seem to exist, even under a different name. This oversight is concerning and unacceptable. I kindly request prompt resolution and assistance in booking an alternative hotel since we are unable to find suitable accommodation elsewhere. Unsatisfied customer, AS

Hello, I wanted to bring to your attention that I was double charged on my credit card for the same booking. When my first attempt to book a room on Agoda failed, I tried again and successfully made the payment. However, I was surprised to find two charges on my credit card statement for the same booking. I am requesting a refund of SGD380.17 for the initial unsuccessful transaction that took place on your website. Here are the details of my booking: Property: JW Marriott Hotel Singapore South Beach Arrival: December 22, [redacted] Departure: December 23, [redacted] Payment Method: MasterCard Card Number: XXXX-XXXX-XXXX-[redacted] If you need more information or have any questions, you can contact me at +65 [redacted]7. I am looking forward to receiving the refund promptly. Thank you, Derrick C.