Agoda Customer Service Issues

Dear Rydges Management, I recently stayed at your hotel and was disappointed with the view from my room. I booked through Agoda a month ago, paying $[redacted] for a room with a promised fireworks view for my children. However, we were given a room on the 4th floor with no view. While I understand Agoda may have made the error, I was hoping your staff could have offered a better solution. Unfortunately, they simply directed me to contact Agoda for a refund. This experience was especially disappointing for my family, and I expected more from a reputable hotel like Rydges. I will be lodging a formal complaint against Agoda, but I wanted to express my disappointment in the handling of the situation by your staff. Kind Regards, Said Dear Agoda, I am writing to inform you of the misleading booking experience we had through your platform. The room provided was not as expected, and I am requesting a full refund for the unsatisfactory accommodation. Kind Regards, Said B. Dear Priority Guest Rewards, Thank you for updating my membership profile. I confirm the permanent membership number provided. If there are any issues, please contact me at the email provided. Thank you, Said Boubetra

I am disappointed with Agoda's service. They charged my credit card for an accommodation that was already booked, ruining my family vacation plans. Despite my efforts to contact them, their automated system blocks any communication. I am upset by the lack of acknowledgment of the double booking and the absence of any response to my emails requesting compensation. I have asked for Agoda to cover half the cost of a 3-day stay, but have received no communication from them. This level of customer service is unacceptable from a global company. I have made numerous calls across various time zones, but have had no success in resolving this issue. I urge Agoda to address this situation promptly and compensate me for the 3 nights as requested.

Hello, I made a reservation at Dubai International Airport Hotel with my 4-year-old son to celebrate the new year. Unfortunately, we couldn't check in without a boarding card due to the hotel's location inside the airport. It's also not permitted to leave with a boarding card and return, which has left us stranded at the airport as our next flight is in three days. I've tried calling your customer service three times without success, waiting for more than 15 minutes each time. We've since booked another hotel and would appreciate a refund for the initial booking. We now have two hotel reservations for the same day. Happy New Year. Thank you, C. Wichne

I have been trying to contact Agoda regarding a hotel booking at Clarion Hotel at the airport in Philadelphia, PA. I was informed the event was postponed to March [redacted], so I changed the reservation accordingly. However, the hotel now says they are unsure of the event date and advised me to cancel through Agoda for a refund. The booking ID is [redacted]26. I have been attempting to reach Agoda's customer service for two days without success. Please provide a contact number for Agoda or call me at [redacted]. I apologize for typing in all caps, I have poor eyesight. I urgently need assistance on how to secure a refund for this booking issue. S. Henderson

Dear Agoda, I hope this message finds you well. Unfortunately, I encountered some difficulties while attempting to utilize my Agoda rewards to book a hotel. Despite my best efforts, the system did not allow me to complete the booking before the rewards expired on December 31, [redacted]. I primarily used the Agoda application for this booking, as usual. I am disappointed that after many attempts, I was unable to make use of my rewards, resulting in their expiration. I kindly request assistance in having my Agoda points reinstated as I made genuine efforts to utilize them before they expired. I have consistently collected these points over the years through my bookings with Agoda and have never faced such an issue before. It is disheartening that despite my loyalty, I was unable to redeem my points this time. I would appreciate it if you could look into this matter and reach out to me as soon as possible. Your prompt attention to this issue is greatly valued. Warm regards, Kanchana

Dear Agoda, I hope you are well. I wanted to reach out regarding an issue I encountered while attempting to book a hotel using my Agoda rewards. Despite numerous attempts, I was unable to complete the booking before the rewards expired on 31/12/[redacted]. I primarily use the Agoda application for bookings, and this time it did not allow me to successfully utilize my rewards. As a loyal customer who has accumulated these points through years of bookings, I am disappointed that the system did not work as expected, resulting in the loss of my rewards. I kindly request assistance in retrieving my Agoda points, which I diligently earned. I would appreciate it if you could investigate this matter and restore my rewards promptly. Your help in resolving this issue would be greatly appreciated. Thank you for your attention to this matter. Best regards, Kanchana

I would like to address my recent experience with Midland Hotel from 31 December [redacted] to 1 January [redacted]. Upon arrival, I noticed there was no safety deposit box in my room, which made me feel uneasy. I promptly requested to cancel my booking but faced a delay due to the absence of a manager on duty, causing a 35-minute setback. After requesting to speak with the manager directly, I was able to voice my concerns. However, despite assurances of looking into my booking, I have yet to receive a cancellation confirmation or refund after two days. My attempts to contact the hotel through various phone numbers and AGODA mobile app have been unsuccessful, compounding my frustration. It is worth noting that I stayed at Lux Riverside Hotel during the same period, as confirmed in my AGODA bookings. I am seeking a full refund from Midland Hotel for the overlapping dates, a matter that seems challenging to resolve independently. My communication with AGODA's customer service via phone has been unsuccessful due to long wait times and international calling difficulties. I hope to address this matter promptly and would appreciate correspondence via email for further assistance.

I made a reservation for three guests at Zleephotel city in Copenhagen from March 8th to March 10th, [redacted]. The hotel confirmed the booking, but I never received a confirmation email. The reservation number they provided is [redacted]. I now need to cancel the booking but do not have a PIN to do so. I've reached out to Customer Service via email using my usual email addresses, but they haven't been able to assist me. It seems that there might be an issue with the email address linked to my reservation, as I've tried various options without success. I'm concerned that my sensitive data could be in someone else's inbox due to the email mix-up. I recall making the booking on December 5th around 3.30 pm using a Mastercard ending in 43. I'm willing to provide any necessary information to correct this error and receive the confirmation email with the PIN to cancel the reservation promptly. Thank you in advance for your help.

Dear Sir/Madam, I booked a stay in Budapest through Agoda (Booking ID: [redacted]71). Unfortunately, during our visit, we discovered that €80 was missing from my wallet in our room. Despite informing the hotel staff and their internal investigation, no resolution was reached besides a free airport transfer. The room was only cleaned once during our stay, despite our request. I believe that the hotel should refund me for the money lost during my stay due to this inconvenience.

Dear Concerned Party, I am reaching out regarding a booking made in November for a 3-day Ha Long Bay junker boat tour from January 2nd to 4th through your site. The specific boat we reserved was the Royal Palace Cruise. Our booking reference with Agoda is [redacted] and with Booking.com it is [redacted]. After reviewing my bank statement, I noticed that I have been double charged for the tour, a total of $[redacted].68 AUD. This is unacceptable as we had already paid for the junker boat initially. The lack of information provided by Agoda led to us needing to directly contact Royal Palace to confirm details. I request a prompt resolution to this matter and a refund for the duplicate charge. It seems there was a miscommunication between Agoda and Royal Palace, and I trust this issue can be rectified without inconvenience on my part. Looking forward to your prompt response to resolve this situation. Thank you, Zoe Louka

My recent stay at Coral Island Resort was a nightmare. Upon checking in on the 26th, we were given a family room that was in deplorable condition. Despite requesting to leave due to mold, broken bathrooms, and uncleanliness, we were informed we would need to pay $[redacted] THB with no refund for the remaining nights. The rooms had dirty bedsheets, malfunctioning air conditioning, and smelly mattresses. The toilets and showers were filthy, and a raw sewage smell permeated the entire resort. The restaurant had a mouse infestation, and the pools were unsanitary with moss growing on the walls. Although we were moved to slightly better rooms the second night, they were still unclean with dirty toilets and stained bedsheets. I have photos documenting these issues. Other guests from Germany and Austria had similar experiences and will be contacting the embassy. The resort poses severe health risks and should be closed immediately. I am requesting a full refund and further action to address these concerns.

Good morning, I am reaching out regarding the recent booking I made through your service. Upon arrival at the property on 22/12/[redacted] for a Christmas vacation, my family and I were greeted by hotel staff with limited English skills. The villa we were assigned had not been properly cleaned; it had a strong odor and was infested with bugs and mosquitoes, even in the fridge. This was a far cry from what was advertised on your site. We had to find alternative accommodations for the rest of our stay due to these conditions. I am seeking compensation for this experience and have documentation to support my claim. Please advise on the next steps as I was unable to reach your customer service via phone. You can contact me via email or at +[redacted]43. Thank you, Andrew Roe Agoda Booking Reference: [redacted]34

Subject: Urgent Concern Regarding Recent Booking Good morning, I am reaching out regarding my booking with your company. My family arrived at the property on 22/12/[redacted] for a Christmas holiday and encountered challenges with the hotel staff due to language barriers. The villa we were shown had a strong unpleasant odor and appeared poorly maintained, with cleanliness concerns and an infestation of bugs and mosquitoes. This experience was not as advertised and differed greatly from my previous satisfactory bookings through your site. We had to find alternative accommodation for the remainder of our stay, and I am seeking information on compensation for the initial booking. I have documentation and photos from our stay at the new location for reference. I attempted to contact your office on 22/12/18 but was unable to reach anyone. Please advise on the next steps regarding compensation. You can reach me via email or at +[redacted]43. Thank you for your prompt attention to this matter. Kind regards, A. Roe

I have reached out to your customer service team multiple times about my booking at Khali Estate Binsar for March 21-26. Currently, Khali Estate claims I have a double booking, with the second reservation supposedly made through Agoda. Despite this, I cannot locate any confirmation or reference for this second booking on the Agoda app under my name. I have received no response from customer service, despite providing the booking reference ID [redacted]77 from my [redacted] diary. Can you please verify if this booking is still active and proceed with cancellation promptly? I do not wish to be charged for a reservation I no longer need. After calling the provided number, I was informed of a booking under that number, but I am unable to reach a representative to request cancellation. A request for the hotel voucher to be emailed to me was made four hours ago and has yet to be received. I am unable to cancel the booking through your App or website as it does not show under my name and login details. I urgently require assistance with this frustrating situation. Please confirm whether a booking exists for Khali Estate under reference [redacted]77 and if confirmed, proceed with immediate cancellation. If the booking is not found, I apologize for the inconvenience and simply need a response. I am eagerly awaiting assistance from your customer service team. Thank you, C. M.

I would like to discuss my booking with Agoda.com, Booking ID [redacted]69. I had reserved a room at Hotel RK Excellency in Jodhpur, India from 12:00 hrs on December 28, [redacted], to 12:00 hrs on December 30, [redacted]. I paid Rs [redacted].92 online and received a confirmation email from Agoda.com with the payment receipt. Upon arrival at the hotel, I presented the documents, but the hotel claimed they had payment issues with Agoda.com. They provided me with a room at an additional cash charge with a billing invoice. Despite providing Agoda.com with the necessary proof of payment, I am yet to receive a refund. Their lack of response is unprofessional and disappointing. I kindly request prompt assistance in resolving this matter and obtaining my refund. Regards, A.K. Singh

Dear Sir, I want to notify you that Hotel Fort Queen did not provide us with a room on 31/12/[redacted]. Despite assurances that the booking amount would be refunded to my account, I have not received the refund yet. Please assist with this matter. Thank you, Singesh S. Calicut, Kerala

I recently made a reservation at BAGUSS HOTEL & SERVICED APARTMENT in JB for 3 days and 2 nights based on positive reviews I had seen. Unfortunately, upon arrival at 7pm, I was greeted by a leaking lobby with the smell of smoke and was left to handle my luggage on my own despite having my wife and a 1-year-old child with me. Upon entering the room, I was met with a strong unpleasant odor and an unclean fridge with mysterious stains. The bedsheet had visible stains and what appeared to be body hair, making it unsuitable for my family. After a brief 2-minute stay, I promptly returned to the reception to cancel my booking and retrieve my deposit. I am seeking a full refund from AGODA, feeling let down by the misleading reviews. I have since checked into another hotel through AGODA (AUSTIN PARK - Booking ID: [redacted]13) and hope for a quick resolution to this issue. Disappointed Guest - Kenn

Subject: Discontent and Displeasure with Hotel Reservation Dear Agoda Team, I am writing to express my discontent with the service provided through your website, specifically regarding my recent booking at Metropolitan Hotel Sofia. Despite receiving confirmation on 26/11/18 for a Panorama Apartment with a free Minibar, upon arrival, I was given a standard room instead. The hotel staff indicated that your reservation specified a Standard Room, which conflicts with the booking confirmation I received. This discrepancy has led me to question the integrity of your booking system and whether other guests have faced similar issues. I am concerned about this potential case of deception and seek clarity on your procedures for addressing such situations. Should this be an error, I would like to understand the process for rectifying it, including the possibility of a refund. I am currently seeking advice on reporting such incidents to the European anti-fraud office (OLAF) and have shared this experience with your affiliates listed on your website. I urgently await your response and resolution. Sincerely, A.T.

I accidentally made a duplicate booking at The Hilton Hotel in Pattaya. After contacting the Hilton reception, they spoke to Agoda on December 21st and were informed that two days would be taken by Agoda, and the remaining 12 days would be refunded. However, I have not received the refund yet. I would like to know the current status of the refund request. On your website, it is mentioned that the money would be transferred immediately from your bank, but other banks may take up to 30 days. Can you confirm if the money has been transferred to my bank? For any inquiries, please contact me via email or phone at +61[redacted]42. Thank you, Richard Corbett-Jones.

I booked hotel reservation in Sri Lanka with booking number [redacted]51 from the UK. Before my arrival, I requested early check-in due to an 8 am flight. Agoda confirmed this. Upon arrival, the hotel could not accommodate early check-in until noon. I explained the prior approval from Agoda, but the hotel staff stated I should have communicated directly with them. I endured a 16-hour journey and was frustrated. I am lodging a complaint against Agoda for the inconvenience and request compensation for the stress caused. Regards, V. Kanagaratnam.