Agoda Customer Service Issues

Hello, I made a reservation for tonight at the Chelsea Hotel in Toronto with confirmation number [redacted]62. The main reason for my booking was the promised free activities for kids during March break where they could be dropped off for a few hours. Unfortunately, upon attempting to utilize this service, I was informed that it was not available in the designated area but only near the pool. Despite asking if I could leave my son there, I was denied and told he had to stay with me. Furthermore, I originally paid for parking during check-in, yet my guest was charged an additional $48 for parking upon leaving, even though it was the only vehicle used. When addressing these issues with the hotel management, I received poor customer service, with the manager, Kevin, trying to shift the blame onto me. I am extremely upset and find myself stranded over an hour and a half away from my home with my seven-year-old. I am requesting an immediate refund for my booking. Thank you, Jessyca K.

Booking ID - [redacted]13 Booking Reference - [redacted]1 Member ID - [redacted]2 I had a one-night booking at Hyatt Regency Perth in a suite room. Our anticipation was high when we arrived at Hyatt Perth, looking forward to our stay in the beautiful suite room we had booked. Sadly, our experience was far from what we expected based on the appealing pictures on your website. Upon entering the room, we were shocked by its poor condition. The outdated, stained carpets and the gloomy atmosphere, along with the unattractive view, left us feeling disheartened. My partner had planned a surprise for my birthday, including a proposal, but the state of the room made it impossible. This experience was deeply disappointing and embarrassing for him. We swiftly checked out within thirty minutes and found accommodation elsewhere. We are requesting a full refund or credit as the room did not match the advertised standards on your site. Hoping for a prompt response. Thank you, Bella

During our recent stay at Nap Hostel in Hong Kong, my companion and I discovered our pod was unsuitable for two people. We found it challenging to sleep next to each other as the space was cramped. With only one towel, a set of earplugs, and an eye mask provided, we were disappointed by the lack of amenities. The only available staff member was the cleaner, and communication had to be done via WhatsApp. When we inquired about our booking and room dimensions, we were told the details were on Agoda at the time of booking. Despite our request to cancel the remaining nights due to the unsuitability, the hostel declined to issue a refund. We reluctantly stayed in the pod, which we found to be inaccurately represented in size. The bed's actual usable length was less than stated, making it uncomfortable for two people. The hostel's unhelpful response and lack of adequate resolution led to a frustrating experience, prompting us to seek a partial refund for the misrepresented accommodations. I believe this situation constitutes fraudulent advertising by the hostel, affecting our holiday negatively. Video evidence of the bed's measurements compared to those on Agoda is available, and I urge a prompt response and resolution to this matter.

Booking ID -[redacted]62 Hello Agoda, I made a booking for my father, Mohammed TT, at the Olive Eva Hotel in Cochin for March 13 to March 14. I am in Canada and used my credit card ending in [redacted] to make the reservation. My parents are in India, where the hotel is located. We recently received an email from Agoda informing us that the booking was cancelled without a clear explanation. Unfortunately, the customer service representative I spoke with was unable to provide assistance. This situation is extremely disappointing. If needed, please contact me at [redacted]. I expect a prompt resolution, or I will share my negative experience online. Thank you, Ziyad Kamookagath

I made a hotel reservation for my daughter and her friends through your service on March 3rd. The booking ID is [redacted]82, and it was for a check-in date of March 6th for three nights. Unfortunately, on March 4th, we needed to cancel the reservations due to a medical emergency, and we provided documentation to support our request. The hotel agreed to refund us for two nights and provide a credit for one night to be used in the future, as we were within the three-day cancellation policy. Despite several attempts to contact the hotel and Agoda for the refund, we have not been successful in receiving it. The original reservation was made under my daughter's name, Carley Mullins, using her email address [redacted] I, Eric Mullins, made the payment for the reservation. You can reach me at [redacted]. We kindly seek your assistance in facilitating the refund process promptly. Thank you for your help.

Subject: Hotel Booking Issue - Action Required I made a hotel reservation at Hotel Citymax Bur Dubai through booking.com for February 17th - 20th, [redacted]. Upon arrival, I was informed that there were no available rooms despite my prior payment via credit card. Thankfully, Mr. Firoz assisted in arranging an alternative hotel. I kindly request a refund for the hotel booking amount paid. Your prompt attention to this matter would be appreciated. Thank you, Alisaeid Aim Events, Mumbai

I made a reservation for a room at Windermere Hotel in Mesa, AZ from March 8 to March 11, [redacted]. Unfortunately, we had to leave early due to issues with the room not matching the booking site description and unsettling police activity. I felt unsafe and would appreciate a refund for March 10th and 11th. Windermere Hotel instructed me to reach out to confirm our early checkout. my booking ID is #[redacted]78. Kindly contact me at [redacted]. It took me some time to locate the correct contact information, so I hope to hear from you soon. I prefer speaking with someone directly about this matter. Thank you.

Hello. My family made a reservation through your website for a 4-night stay at Boracay Breeze Hotel. Unfortunately, upon our arrival, we were disappointed to find that there was no one to greet us. It seems this hotel should not have been listed on your website. The main issues we encountered were that the hotel lacked the proper permit to operate, the main road was closed due to ongoing sewer replacements, and the hotel itself was undergoing renovations with construction materials at the entrance. Additionally, there was constant noise from drilling and hammering during the day, poor internet connection, which caused us to miss two important client meetings, and a flooding bathroom that was not fixed despite our complaints. We also noticed multiple cracked tiles inside and outside the bathroom, which raised safety concerns. Due to these issues, my family made the decision to check out after enduring 3 days at Boracay Breeze Hotel. Thank you for taking the time to address my concerns. I look forward to hearing from you soon.

I made a booking at Hallmark Inn on March 13, [redacted]. I received an email regarding my booking #[redacted]81 for March 16-17, [redacted]. The email stated that my payment via MayBank2U was not received within the allowed time limit, resulting in the cancellation of my reservation. If payment has been made, I should contact them promptly for payment confirmation and re-booking within 48 hours. I seek advice on this matter promptly.

On March 9, we made a reservation at Season Hotel Tsim Tsat Tsui for 2 classic Twin rooms and 1 triple bed room, but to our surprise, upon arrival, we were given a cheaper, smaller room called the classic room. The room appeared unattractive and cramped with boxes under the bed, making it feel like a storage room. Furthermore, the bathroom had bugs in the shampoo, emitting a terrible odor. Our attempts to address these issues were hindered by the language barrier as no one spoke English fluently. When we tried to retrieve our 7 pieces of luggage for Shenzhen, we were rudely asked to pay for overnight storage. The following day, the staff's behavior was disrespectful, leading to us being ejected abruptly. This experience has left us deeply disappointed, especially considering our long-standing trust in Agoda for booking numerous hotels annually. I sincerely hope for a solution to this matter, as my friends have also encountered similar issues with room downgrades.

Hello, My family and I frequently travel, but our recent experience at this hotel was our first terrible one. Upon arrival on March 13th, the hotel did not have our room ready as promised. We were made to wait for hours and when we finally got the room, it was not clean and had a view of garbage. When we asked to change rooms, they falsely claimed to be full even though we saw empty rooms nearby. Later, the hotel accused us of our baby soiling the pool and demanded payment. After a heated discussion, we reluctantly agreed to pay but now want to switch hotels. We are unsatisfied due to the noise and staff attitude, especially towards our baby. We seek a refund and a better hotel for our family vacation. Our baby did not cause the pool incident; she is only 3.5 years old, and this situation has left us extremely disappointed. We hope for Agoda points or a refund to book elsewhere for a better experience. Thank you. -Daniel K.

Subject: Request for Approval to Carry BIPAP Machine with Battery Pack for Sleep Apnea Dear Sir/Madam, I am writing to request approval for my wife, Gira Surti, to carry her BIPAP Machine with Battery Backup on our upcoming flight from Sydney, Australia to Ahmedabad, India on November 3, [redacted]. The machine is necessary for her sleep apnea condition as prescribed by Dr. Kamal Sharma of SAL Hospital. Gira will be carrying the BIPAP Machine in its original bag provided by Resmed Company and I have enclosed the prescription and certificate signed by Dr. Sharma for your review. The machine and battery are compliant with RTCA/DO-160G, Section 21, Category M, and FAA regulations. I have also attached our reservation code MUCEHJ dated February 4, [redacted], and the airline ticket for your reference. I kindly request your prompt attention to this matter and would appreciate acknowledgement of this email at your earliest convenience. Thank you for your cooperation. Sincerely, Dipak Surti - Gira Surti

Booking ID: [redacted]73 Hello Agoda, I would like to inform you that Li wedding, our bridal studio, had supposedly booked a 2-night stay at The Fisher Hotel in Tamsui, Taipei on 10th to 12th March. However, upon our arrival on the 10th, the hotel reception cancelled the previously partially paid receipt, refunded Agoda, and we made a full payment. Could you please confirm if the refund process is completed for this booking so that we can recover the funds from our bridal studio? It is crucial for us to have a record or confirmation from Agoda regarding the refund status, as our studio has committed to providing a complimentary 2-night stay but will only reimburse us once they receive the refund from Agoda. Given our previous experience where the studio denied receiving a refund to a previous couple, we deem this documentation essential, potentially for legal purposes. Your cooperation on this matter is greatly appreciated.

Hello, I would like to address an issue with my booking at Coral Beach Resort. My wife, new to the application, made a reservation using my MasterCard. However, the cardholder name appears as hers instead of mine. I attempted to correct this by changing the cardholder name, but unintentionally canceled the booking and incurred a cancellation fee. I'm seeking to rectify this and reprocess the booking under my name as we plan to visit the resort on March 22 to 23, [redacted]. Please assist with this matter. Thank you. Regards, J.E.

Unfortunately, due to a family issue, I am unable to go on my upcoming trip to M-Social in Singapore. I understand that the booking is non-refundable, but as a loyal customer who frequently stays at this hotel chain and has colleagues from Lakeland Dairies staying there, I was hoping to inquire about the possibility of changing my reservation dates to avoid losing nearly [redacted] pounds. August 23-25 would be ideal for the rescheduled dates. Thank you for your assistance.

Dear Sirs, I have booked a room in your hotel for our family's Kyushu trip from 2 April Check-in to 5 April Check-out. Unfortunately, my wife injured her ankle and is unable to travel due to a fracture. We are considering filing a claim with our travel insurance but need your assistance to inquire about a possible refund for the non-refundable reservation. I have contacted Hotel Nikko Fukuoka, who directed me to contact Agoda regarding the cancellation. Kindly assist in this matter to determine if a refund is feasible. I can provide documentation of the accident if needed. Thank you for your understanding. Best Regards, Eddie Wan

Subject: Issue with Booking ID [redacted]27 Dear Customer Service, I am writing to address the discrepancy in my recent booking. I made a reservation through Agoda with the understanding that the package I selected included "breakfast, lunch, dinner plus selected alcoholic and non-alcoholic beverages" as stated in my voucher. However, upon arrival, the hotel informed me that beverages are only complimentary during meal hours. This detail was not explicitly mentioned in the package description, causing confusion. While trying to resolve this matter by contacting your staff via phone, I encountered unhelpful responses reiterating the hotel's policy. This led to unnecessary overseas calling expenses and left me feeling unsupported as a customer. I believe that the advertised package was misleading, giving your company an unfair advantage over competitors who offer truly all-inclusive packages with unlimited selected beverages available throughout the day. Unless this issue is addressed satisfactorily, I plan to escalate it further, potentially involving your Ombudsman. Thank you for your attention to this matter. Regards, K.R.

I made a booking for the Yasmak Sultan hotel in Istanbul, Turkey for March 6th to 16th, [redacted], with booking number [redacted]43. Despite booking in advance and choosing the pay later option, two weeks before my trip, Agoda informed me they couldn't honor my booking at Yasmak Sultan. They offered a refund or a stay at the Orca Royal hotel, which I accepted. They deducted R8,[redacted].00 for the initial booking and another R8,[redacted].25 for Orca Royal. However, the R8,[redacted].00 has not been refunded yet, even after almost a month. I'm still waiting for the refund to reflect in my account. Additionally, the R8,[redacted].25 for Orca Royal is still pending according to my records. I would like this matter resolved promptly. Thank you, Ference.

Booking ID: [redacted]92: Our reservation at Eden Villa in Boracay didn't meet our expectations. We anticipated being near the beach, as stated on the website, but were surprised to find it situated far away on a hilltop. This unexpected distance and the need for transportation marred our first-time experience in Boracay and caused frustration for my family. To salvage our vacation, we arranged alternate accommodation for the duration. We kindly request a refund for the unused nights. Thank you for your assistance in resolving this matter.

Today, our guest Roger Gosden checked into a King Executive room for an 11-night stay (CRS [redacted]3). Upon arrival, he believed he did not receive the suite he had booked. Our investigation revealed the room provided was indeed the standard king accommodation, not the suite as depicted on your website. Several discrepancies exist on your site that need correction. It is unfortunate when guests arrive with inaccurate expectations. Currently, the guest feels misled and is unsatisfied with the room allocated. We have offered a refund if they choose to check out. Kindly reach out to them or us to resolve this matter promptly. Thank you for your attention to this issue. Sincerely, Todd Winter Front Office Manager