Agoda Customer Service Issues

I recently made a hotel reservation through Agoda but realized I didn't sign in to my account. I can't locate the booking in my email or in my Agoda account, although I remember seeing the booking confirmation with the booking ID. Agoda mentioned creating an account for me with a temporary password, but I closed the page accidentally and can't retrieve the details. I called Agoda and provided the booking ID and my visa number, but I haven't received the confirmation email. Is there a way to receive the booking confirmation again? Thank you!

Hello, I recently made a booking but was spontaneously charged. While your system confirmed the booking, the hotel's self-catering owner did not accept it, emailing me to decline the booking. My family and I were looking forward to a holiday at the end of the year due to a personal tragedy, but now we are dealing with this upsetting experience involving Agoda. This situation has greatly affected my family, making it impossible for me to secure alternative accommodation since my funds are tied up. I spoke with your call center and emphasized the urgent need for a refund. Please address this matter promptly as finding suitable accommodations at this point is proving to be a challenge given that most places are fully booked for our preferred dates. I appeal to you to assist us urgently. My family is in distress and anxious to find out what options are available to us.

Booking Number: [redacted]53 (Credit Card Last 4 Digits: [redacted]) I made a reservation at Eden Motel in Eden, NSW for two nights on December 23rd and 24th. However, upon arrival, I discovered that the address and photos provided on the website actually belonged to a waterfront property in Queensland (57 Vasey Esp, Trinity Beach). The motel was nothing like what was advertised, and the room I received was dirty and had a bad smell. When I raised these issues with the reception the next morning, they blamed Agoda for the incorrect information and refused to issue a refund, despite charging my credit card in advance. This situation is even more disappointing than Trivago's practices. I believe that under Australian Consumer Law, I am entitled to a refund or compensation for the misleading product description. I would appreciate a response before I escalate the matter to the ACCC.

I made a booking for a unit at Wind Residences in Tagaytay on December 20th. I received two confirmations on the same day (Confirmation # [redacted]12) indicating the booking was completed. I typically assume that once I receive confirmation and make a payment, the transaction is final. Unfortunately, on December 24th, when I checked my email, I found a message from the owner saying the unit was no longer available for my dates of December 24-25, despite having a confirmation from Agoda. This put my family in a stressful situation, as we had to quickly find another place in Tagaytay during the holidays. I am not familiar with the procedures at Wind Residences, and I would like to cancel my payment of P6329.48 or request a refund.

Regarding booking ID's [redacted] & [redacted] for the Sabang Luxury Room at Sheridan Beach Resort & Spa on Feb. 13-15, [redacted] & Feb. 15-17, [redacted], I have encountered an issue. The resort informed me that I am booked for a Deluxe room instead of the Sabang Luxury room I specifically selected. They mentioned having only one type of room with "Sabang" in the name. This discrepancy may be due to an error in room assignment or misinformation on your website. I urge you to investigate this matter promptly as I wish to stay in the Sabang suite as advertised. Unfortunately, alternative options are limited due to fully booked resorts on my preferred dates. Kindly contact me via phone or email to address this matter. Thank you.

Booking ID: [redacted]18 I made a reservation for a 2-day stay at Borrego Springs Resort. Unfortunately, I had to cancel due to a family member's illness on Wednesday, December 19th. I called and spoke with Ray, who assured me there would be no issue canceling my reservation and that I would receive a refund to my credit card shortly. Today, Friday, December 28th, I contacted the resort as I hadn't seen the refund reflected in my account yet. Ray was unavailable, so I spoke to a lady who mentioned that I needed to contact Agoda to process the cancellation. This was news to me, as I usually book directly with resorts and not through third-party sites. I am disappointed by this miscommunication and would appreciate guidance on how I can receive a credit of $[redacted].62 back to my Visa ending in [redacted]. Thank you for your help in resolving this matter. Matt Honl

Dear Sirs, I am currently staying at Glebe Space pop up in Sydney, specifically at Sancta Sophia College at the University of Sydney in Australia. The stay began well, but on day three, I noticed a lack of room service and no hot water in the bathrooms near my room for five days until it was finally fixed on the 28th of December. The bathrooms have been unclean since the 23rd of December, with no toilet paper available. The kitchen area and common room have also been left without essentials. Despite my complaints, the bathrooms remain dirty, the rubbish uncollected, and the staff seem unaware of the situation or unwilling to address it promptly. This unacceptable situation has persisted for nine days of my two-week expensive holiday. I urge for immediate action to rectify this and ensure the cleanliness of the facilities provided. I plead for a swift resolution as I continue to endure this unsanitary environment. Sincerely, Denise G.

Good morning, I am contacting you regarding the booking referenced above that was made through your company. My family arrived at the property on 22/12/[redacted] for a Christmas holiday and were greeted by hotel staff with very limited English proficiency. They gave us a tour of the villa we were supposed to stay in, and we were taken aback by what we saw. Upon entering, the smell was overpowering, reminiscent of a garbage truck. The cleanliness of the place left much to be desired, with windows and other areas appearing not to have been cleaned in months. There was a significant insect infestation, including bugs and mosquitoes, even in the fridge. It was a far cry from the advertised conditions on your booking site. Despite having used your services without issue in the past, this experience was a disappointment. We had no choice but to stay for one night before relocating to another hotel. I am seeking information on the compensation for this failed booking. I have documented the situation with photographs and receipts from the replacement accommodation. I attempted to call your overseas number on 22/12/18 but was unable to reach anyone after being on hold for an extended period. Please advise on the next steps. You can reach me at this email address or +[redacted]43. Kind regards, A. Roe

Hello, I am writing to address my recent stay at Sea Goggle Rest Resort. Unfortunately, the experience was far from what was advertised on your website. Firstly, the resort is still under construction, leading to noise disturbances until the early hours of the morning. The cleanliness of the room, bathroom, and overall site was subpar, with unhelpful and seemingly intoxicated staff. Additionally, encountering aggressive dogs on the property was unsettling. Not to mention, the beach area was unkempt, with dirty and old furniture. The staff's reaction to our complaints and their lack of concern upon our early departure further added to our disappointment. Basic amenities like soap and toilet paper were not provided, and the bedding was uncomfortable and unsanitary. Given the disparity between the description on your website and the reality of our stay, I kindly request a full refund. I am willing to provide photographic evidence if necessary. Thank you for your attention to this matter. Sincerely, [Initials]

Hello Agoda, I am writing to express my dissatisfaction with the 1Tebrau Suites hotel (booking number: [redacted]61). Upon check-in, I was assigned a smoking room despite booking a non-smoking room due to my health issues. After requesting a room change, I was provided with one that had no power, was infested with flies, and heard other guests complaining about cockroaches in the lobby. The hotel staff were unhelpful and suggested I find another accommodation for the night. I am very disappointed with this experience and would like to cancel my booking and receive a refund for my RM200 deposit and the room charges. Your assistance in this matter would be greatly appreciated. Thank you.

Concerns About Guest Treatment at Hotel I am writing to express our disappointment with the treatment received during check-in at the hotel and request a refund. The hotel staff's behavior towards an elderly guest was unacceptable. Despite arriving early at 8 am, which was before check-in time, he was not shown any flexibility or courtesy. Instead of being allowed to wait in the lobby and access a washroom, he was rudely treated and mistreated by the staff. As a result of this unacceptable behavior, we had to leave the hotel. We demand a refund for our booking at the OYO [redacted] Sam Hotel, which was made through AGODA. The details of the booking are as follows: Booking ID: [redacted]77 Room Type: Standard Double or Twin Dates: Dec 29 - Dec 31, [redacted] Amount Paid: Rs. 4,[redacted] The booking was made by Tanuja Sharma (Contact: +[redacted]00) and we hope to receive a prompt response regarding our refund request. Sincerely, Dr. Tanuja Sharma

I made a reservation on your website for The Blair Victoria Hotel in London with booking ID [redacted]95. Upon arrival with my family after a 20-hour journey, we were extremely tired. The room we were given was in poor condition, with mold on the walls and peeling plaster. Located in the basement, the room was damp, and the heating was not functioning properly. We had to rely on an old heater that luckily worked. The floor panels were swollen, and the bathroom door frame was rotting. The room I booked on your site was definitely not the one we stayed in. I contacted you on the day of arrival and was promised a callback the next day (Friday) but did not receive one. I am requesting a full refund as I feel deceived. I spoke to the hotel manager, who was impolite and unhelpful, suggesting that if I didn't like the room, I could leave. I have photos and videos of the room that I can share with you.

Dear Sir/Madam, I have made a booking on Agoda with reference number: [redacted]. I received a message on 11 Dec. instructing me to make a payment via a link provided. However, I was surprised to see a deduction of [redacted].12AED from my credit card, as I believed my booking had been cancelled and there was no clear statement regarding charges in the cancellation message. I kindly request a refund of the deducted amount due to an urgent family issue preventing me from showing up. Thank you for considering my request.

I am extremely disappointed and frustrated with Agoda. I booked a room at Parkroyal Hotel in Kuala Lumpur on December 28th and made a full payment with my credit card. However, upon arrival at the hotel today, I was informed that my reservation was not accepted because they were fully booked. The receptionist stated that Agoda is responsible for resolving this issue. I am seeking a prompt response from Agoda and a full refund of the amount charged for the Parkroyal Hotel booking. I had to make a new booking at Hotel Royal Kuala Lumpur for nearly rm3000 (3 nights) after being turned away by Parkroyal Hotel. I expect a thorough explanation and compensation from Agoda for the inconvenience caused by their mistake.

I, M.Z., made a reservation for 2 rooms for 2 nights through Agoda with booking ID [redacted] at Cresta Golfview Hotel in Lusaka, Zambia. The stay was scheduled for December 16 to December 18, [redacted]. The hotel's cancellation policy states charges apply for cancellations within 14 days of arrival. When I tried to cancel my booking due to a sudden change of plans to go to Dar es Salaam, Tanzania, the hotel couldn't do it as Agoda had not sent the notification yet, so they advised me to contact Agoda directly. Despite canceling at the hotel before the booking was finalized, Agoda made a charge of over $[redacted] for the booking, which I feel is unjustified. I have been requesting a refund back to my account instead of Agoda credits, and until this matter is resolved, I will refrain from using Agoda's services. I might seek legal action if this issue is not addressed satisfactorily.

My recent experience at Hotel Del Rio was quite stressful. Despite my attempts to request a refund due to multiple issues with the accommodations, the hotel declined, citing my booking through Agoda as the reason. The room had a damp smell, exposed wiring, mismatched beds instead of a king bed, dim lighting, a falling apart light switch in the bathroom, a non-closing fridge, a malfunctioning safe, and unreliable slow Wi-Fi with a cumbersome login system. The incomplete paella took 1.5 hours, and I even noticed staff members sleeping on duty. The lack of knowledge at the front desk was apparent when they couldn't provide information on dining options or locate a guest. The pool entrance was dilapidated, and the service at the restaurant was slow and inattentive. Overall, my stay was far from satisfactory.

Hello, I have booking number [redacted]81 for my reservation that was made in advance and I paid SGD$[redacted]. I've discovered that Agoda is offering the same stay for only SGD$[redacted].35 for five nights, which feels unfair to loyal customers like myself. Despite my repeated attempts, I've been unable to reach Agoda's customer service for almost three hours. I hope for a resolution to this matter, either adjusting the price to match the current offer or allowing me to cancel the booking without any penalties to rebook at the lower rate. Looking forward to your prompt assistance. Regards, H. M. S.

I am located in the Philippines and my booking ID is [redacted]96. I mistakenly booked the dates for Dec 30-Dec 31, [redacted], instead of Dec 31-Jan 1, [redacted]. I have not yet received a confirmation and I am concerned as the host has not responded to my email about changing the dates. I noticed two charges of 1 peso each but not the full amount; can you explain this? I am on my way and will arrive at noon, so I need your help to communicate with the host regarding the date change.

I have been trying to reach Agoda's customer service for two hours without success. We checked in to Villa Indochine d'Angkor last night and wish to check out early. The rooms are dirty and require incense for mosquitoes as there is no ventilation, causing discomfort and health issues for my children and me. Even the mosquito netting is purely decorative and ineffective. The bathrooms are filthy, and the presence of rats in the dining room is unacceptable. I raised these concerns with the management, who replaced the mattresses but couldn't address the cleanliness and ventilation problems. I urgently need Agoda to process the cancellation and refund. Our booking ID is [redacted]02. Please respond to my wife's email at [redacted] Thank you. T. Hughes

Dear Agoda Team, I recently experienced an unauthorized transaction through the Agoda Mobile App. While I was checking the prices for a property in Mauritius on the app, my card details were automatically charged without requiring an OTP verification on my mobile. The transaction resulted in an amount of [redacted].02 Rs. being debited from my account. Once I realized my card details were stored, I promptly removed them from the Agoda app and blocked my card for security. I want to clarify that I had no intention of booking the hotel, and I was shocked that such a significant amount was deducted without my authorization. Despite reaching out to Agoda Team, I have not received any response or assistance regarding this matter. I have also contacted the Hilton Mauritius team for a refund, but they advised me that since it was a third-party transaction, I need to seek a refund from the merchant. Your prompt attention to this issue would be greatly appreciated. Thank you for your understanding. Warm regards, [Initials]