Agoda Customer Service Issues

I recently stayed at Allium Hotel Batam from December 23rd to December 24th, [redacted], with a booking ID [redacted]17. Upon arrival at 11:30am Indonesia time, I was informed that the check-in time was at 2pm Indonesian time, which I understood. After settling all paperwork for five rooms, my family and I left for food, returning at 2:15pm to find the room was not ready. Despite being told the previous guests checked out by noon, the room was still unavailable at 3pm. The duty manager could not explain the delay in cleaning. We finally received the keys close to 4pm, which was disappointing. We were exhausted, and our time was cut short due to the inefficient hotel staff. No satisfactory resolution was offered, and I believe Agoda should investigate. It was unfair to pay for five rooms and only receive them by 4pm. I look forward to your response. Best regards, Mohd Rafiq

Dear Sir/Madam, I made a reservation for a stay at Regal Hotel in Taipei, Taiwan from January 2nd to 10th, [redacted]. Initially, I booked the hotel without hesitation assuming it was a livable 3-star accommodation. Upon reading reviews, particularly on TripAdvisor, I was shocked to discover that there is no water heater available in the hotel. This is concerning during the winter season. Additionally, reviews mentioned a mosquito issue in the rooms which could pose health risks. I am requesting assistance from Agoda to cancel my booking (Booking ID [redacted]32) due to these concerns. According to the website, I am eligible for free cancellation before December 29, [redacted]. Attached is a screenshot for reference to support my request for a refund to the original payment method. I appreciate a prompt response from the Agoda management team. Thank you, W.W.

Dear Management, I am writing to address my extreme dissatisfaction with the recent booking experience I had through agoda. On November 20, [redacted], at 10:46 PM, I booked a reservation at Swiss-Belhotel Harbour Bay, as evidenced by the attached screenshots. However, upon confirming the booking on December 24, [redacted], at 10:28 PM, I was shocked to see that the total payment required was $[redacted].65, while my initial booking price was $[redacted].78. It is baffling and frustrating that the price increased after confirmation when it should have been locked in at the time of booking. I feel blindsided and misled by the discrepancy in the total payment amount. Had I been informed earlier about the higher cost, I would have chosen a different hotel. This unexpected increase in price has left me feeling deceived and disappointed in the overall booking process.

Dear Agoda, I'm reaching out regarding Booking ID: [redacted]01 for Seacono Boutique Hotel in Phuket. Upon arrival, I was informed I'd be relocated to ACCA Patong due to AC issues. Unfortunately, the room standard did not match what I reserved, and the rate was lower on Agoda. Despite contacting customer service multiple times, I have not received a satisfactory resolution. The hotel staff were unhelpful, insisting I deal with Agoda directly. I'm upset by this situation as I traveled with my kids, thinking of resolving it with Agoda after check-in. Despite promises of assistance, I have yet to receive any follow-up. I have evidence of my calls and am willing to escalate this matter if necessary. I seek a prompt and fair resolution from Agoda. Thank you.

Hello, I'm Rachel Herzog. I made a reservation at Everest Resort in Ko Samui, Thailand through your company with confirmation ID [redacted]00. Upon arrival, my boyfriend and I discovered bed bugs in our room, causing us extreme discomfort. We have photos for evidence if required. The host advised us to seek a refund through your company. We incurred expenses of $[redacted].44 for the original booking, [redacted] baht for a cab to another hotel, and an additional $85.12 for a couple of nights. We are now staying at a new hotel and have also spent $10 on cab fare. Currently dealing with laundry to address this issue, our holiday celebrations have been impacted. We are requesting a refund and assistance with the cab fare. Thank you for your attention. Rachel Herzog

I need help with my booking reference #[redacted]45. During the booking process, before hitting submit, I briefly checked another website and saw that the beachfront rooms were unavailable on Agoda. I then proceeded to book the same room on Goibibo in INR. Surprisingly, I found a confirmation email from Agoda in my inbox the next day. I contacted Agoda explaining the situation, and the agent promised to cancel the booking without any charges after confirming with the hotel about the duplicate booking. The agent assured me that the full amount would be refunded to my credit card. I later received an email from Agoda stating that a $[redacted] cancellation fee would be charged. Can you please confirm that I will receive a full refund of $[redacted] and confirm that no cancellation fee will be applied?

I would like to report my disappointment with the unsuccessful booking process I experienced on the Agoda App (Ref.[redacted]48). I entered my bank card details to book a hotel in Seoul on 13/4/19, but the payment did not go through. A suggestion box appeared for rebooking. When I proceeded, I noticed different conditions (refundable vs. non-refundable) and prices compared to my initial choice. I believe the suggestion prompt is misleading and creates confusion. If a payment fails, users should be prompted to re-enter payment details or return to the booking page instead of being presented with unrelated options. This unexpected suggestion led to me booking a higher-priced, non-refundable hotel, which is unacceptable. I request that Agoda removes this suggestion prompt, especially when a payment has not been successful.

We made a mistake during the online reservation process. Unfortunately, the booking is non-cancellable, and we couldn't amend it. We tried contacting the local Agoda Philippines number but kept getting disconnected when entering the booking ID. The reservation is under Albert M. Puzon with booking ID [redacted]5. The dates should be January 1 for 2 nights instead of Jan 31, [redacted]. If the date isn't available, we request a refund due to the accidental booking. The time of booking and contacting you shows the immediacy of the error. Please assist us promptly. Also, the contact number on file is outdated. Our current contact number is +63 [redacted].

Hello Agoda team, my friend Rieke Cibis, Ines Schulze, and I mistakenly booked a stay at the Microtel Inn & Suites by Wyndham Altoona in the USA under Rieke Cibis' name. We are currently in New Zealand and intended to book in Mill Creek, New Zealand but ended up booking in Mill Creek, USA. The hostel informed us that we won't be charged, but we were charged 86NZD on card ending in [redacted] via the Agoda app. The Microtel Inn & Suites Wyndham Altoona confirmed no charges would apply, so we seek your confirmation. The booking number is [redacted]13. If needed, you can verify with the Microtel Inn & Suites Wyndham Altoona at +1 [redacted]. Thank you. Best regards, Rieke Cibis, Ines Schulze, and Aylin Eggers.

Subject: Request for Refund for Booking [redacted] Greetings, I'm a doctor from Kandy who recently visited Colombo for work. Due to unforeseen circumstances, I had to depart earlier than planned. The property where I made a reservation for the night of December 27, [redacted], kindly agreed to refund the full amount. However, upon attempting to cancel the booking through the Agoda app, it indicated that the payment had already been processed. Following the hotel manager's advice, I am reaching out to request your assistance in facilitating the full refund promptly. I have been a loyal customer, frequently booking accommodations through your app, and intend to continue doing so. Your prompt attention to this matter would be greatly appreciated, considering I canceled the booking promptly. Thank you for your understanding and assistance. Best regards.

Subject: Request for Refund of Booking Payment for Confirmation [redacted] I am a doctor currently working in Kandy and had a work trip to Colombo. My plan was to stay in Colombo on the night of December 27, [redacted]. However, I had to unexpectedly depart Colombo in the morning on December 27 due to an emergency involving taking over surgeries for an injured colleague. I have spoken with the hotel, and they have kindly agreed to provide a full refund for my booking. They advised me to cancel the reservation through the Agoda app. Upon checking the app, it indicates that I have already been charged the full amount. Following the hotel manager's guidance, I am reaching out to request your assistance in processing the full refund as promised by the property. I value using your app for booking accommodations and look forward to continuing to do so. I kindly request a prompt response and the refund to be issued at your earliest convenience.

Hello, this is Adam from the Holiday Inn in Meridian, MS, USA. I am reaching out regarding a guest named John Robinson who stayed at our hotel on 12/23/[redacted]. Upon check-in, I inadvertently used a credit card belonging to your company for his reservation. To prevent any double charges to Mr. Robinson, I have removed the card details from our system. I am kindly asking for a credit card authorization form from your company to ensure smooth payment processing. Please provide a valid email address so I can send the form over promptly. The authorization form is required for billing purposes through Agoda. Should you have any questions or need further assistance, please do not hesitate to contact us at [redacted]. I apologize for any inconvenience this may have caused.

Dear Sirs, I had a booking at Holiday Inn Resort through Agoda with booking reference [redacted]51 for check-in on December 25th, [redacted], and check-out on December 26th, [redacted] under the name Derek Michael Shah. During check-out, the front desk mentioned they did not receive a confirmation card, leading to them charging me for the stay. Despite showing my Agoda confirmation and the front desk's attempt to contact Agoda Support, no response was received. I had to pay in cash and requested a receipt and confirmation of the charges. The front desk assured me I would not be double-charged. I paid at the hotel and now seek a refund from Agoda. Please confirm the refund transaction. Thank you, Derek Shah

I made a reservation through Agoda with booking ID [redacted]30 and booking reference number [redacted]03 for a stay on December 29th at the Best Western Plus Pioneer Square Seattle, requesting a non-smoking room with a king-size bed. The reservation was made in my name, Jerald D Deeter, for our Rotary Auction fundraiser. I need to change the name on the booking to Mark Middleton and Suzy Middleton. I tried to do this online, but Agoda has been having technical issues. For verification, the last four digits of the card I used for booking are [redacted]. You can reach me at [redacted]. Thank you.

Hello, I have a concern regarding my reservation for the San Francisco Garden Hotel in Camotes Island, Cebu, scheduled for tomorrow. There is a storm approaching the area near Samar, which is close to Camotes Island, with the possibility of flooding and strong winds. I have a flight back to Singapore on the 31st of December and cannot risk being stranded due to the weather conditions. While I understand my reservation is non-refundable, I believe this situation qualifies as force majeure. Is it possible to receive a refund or a credit for a different accommodation in Cebu city, where I won't be affected by the storm? I have been unable to reach your hotline, but my booking ID is [redacted]48, and the last 4 digits of the card used are [redacted]. Please contact me at +[redacted]32. Thank you.

Dear Agoda Customer Service, Booking ID: [redacted]12 I am reaching out to request a refund for my recent reservation at Birdland Resort in Bolinao Pangasinan from December 24-26, [redacted]. I am dissatisfied with the following aspects of my stay: 1. The resort is not suitable for families and poses risks to both my senior and child companions within our group of 8. 2. The pool's hygiene was questionable as we observed the resort's dog drinking from it. 3. The property had unpleasant odors and was poorly maintained, posing a health threat to my sister with a compromised immune system. The serene images online did not match the reality we encountered, including the presence of goat droppings. 4. The distance of the room from amenities, alongside the challenging rocky and bamboo pathway, was especially difficult for my grandmother with a fractured foot. 5. Lack of kid-friendly and senior-friendly facilities was disappointing. 6. During our stay, there were no other guests present. Given our distant location from the resort and these issues, I urge prompt attention to this matter, or I may need to pursue legal action.

I am having trouble modifying my reservation at Kuala Lumpur Journal Hotel for Feb 1-4, [redacted]. I need help changing it to staying on Feb 1 & 2, leaving on the morning of the 3rd (Feb 1 to Feb 3). I have tried changing it online, calling customer service, and emailing the hotel but haven't been successful. This has been frustrating. Please make the change and confirm via Email or text. Please inform us before finalizing the changes. Thank you for your help. Paula Hencken and George Collins.

Dear Agoda Customer Services, I kindly request the cancellation of my booking reservation because my Mastercard is currently inactive. Please refrain from processing any online or card payments for bookings and only accept cash payments. We have experienced losses due to numerous room payments, so your assistance in canceling this reservation promptly would be greatly appreciated. Thank you, Paradi City Suites Hotel

I need to make changes to Booking ID [redacted]73. Originally, I reserved 2 studio apartments at Welcome Hotel Apartments 1 in Dubai for 2 families from January 1st to January 7th, [redacted], for AED 3,[redacted].58 in total. Due to a change in plans, I now only require 1 studio apartment. I am looking to modify the booking to include only one studio apartment at the rate of AED [redacted].29. I have reached out to the hotel, and they advised contacting agoda for assistance. To prevent my credit card from being charged on December 28th, [redacted], I am hoping for a prompt resolution. If I do not receive a response soon, I will have to cancel the booking.

I booked a room at the Trade Winds Hotel, but upon arrival, I couldn't check in. Instead of staying in the room, I had to sleep in my car. I requested a refund before checking in, but when I finally did, I encountered gang members who seemed to be hotel guests. There were unpleasant stains on the sofa in the room, so I immediately left. The situation made me feel very uneasy, forcing me to sleep in my car during my stay. It's frustrating because I paid for a room where I didn't even spend 10 minutes.