Agoda Customer Service Issues

Subject: Disappointing Stay at Nadira Bali Resort and Villa Booking ID: [redacted]13 Our recent stay at Nadira Bali Resort and Villa has been disappointing to say the least. Despite attempting to cancel upon arrival due to substandard accommodations, the process proved challenging as the contact numbers provided were unreachable. The location lacks easy access to Munduk, with limited amenities as advertised. The room, while clean, had maintenance issues like gaps in French windows, leading to noise and mosquitoes. One night, the architrave above our bed collapsed, causing inconvenience without alternative lodging offered. The restaurant only offered chicken dishes, a far cry from a diverse menu expected at a luxury resort. The breakfast quality was poor, serving rancid butter and subpar food. The bathroom lacked tile finish, appearing shabby rather than chic. While the staff were friendly, the overall experience did not meet expectations, and a full refund is requested. Photos are available to support our concerns. Sincerely, C. F.

I visited your website looking for the best deals. I came across the Cocoon Boutique Hotel offer and thought it was good for 2 nights, but upon realizing it was too expensive, I decided not to confirm the booking. However, it automatically booked without my confirmation. I quickly canceled the booking, and it showed no charges. To my surprise, I saw a charge of [redacted]+ in the cancellation file, which turned out to be [redacted]+ in the email. I contacted the hotel, and they directed me to call Agoda, but I couldn't find any contact information for them. I am extremely upset about this experience and demand a refund for the cancellation charge immediately. The stress caused by this situation, especially as I am pregnant, is unacceptable.

I need assistance. It has been difficult to reach a human representative over the phone. I booked a 3-night stay at a Holiday Inn in Toronto, Canada, checking in on June 6th and out on June 8th with confirmation number AEB8C7MB. However, my travel plans have changed due to a family medical issue, and I now need to check out on Saturday, June 8th instead. I attempted to update my reservation using the automated system and tried multiple credit cards, but none were accepted. Unfortunately, I couldn't find a way to speak to someone to help me cancel the third night and request a refund. I urgently need to resolve this matter as I need to cut my holiday short and return home. Please advise on the simplest way to make this change. Thank you.

I tried multiple credit cards, but none are being accepted by the automated system to check out one day earlier than planned. I attempted to reach an operator by pressing 0, but the system disconnects the call. The confirmation number is AEB8C7MB. I aim to check out on Saturday, June 8, not Sunday, June 9, and require assistance from a human representative. Communicating through email to cancel the last night and receive a refund as I am canceling six weeks ahead without any fees. Hoping to resolve this promptly and appreciate your support. Thank you.

Booking Confirmation: [redacted]99 (Renaissance New York Times Square) I had confirmed my reservation at the aforementioned hotel from 28/4 - 1/5. I intended to fly from Taipei via HK to New York. Unfortunately, my Cathay Pacific flight from Taipei to HK was delayed by 5 hours, causing me to miss my connection to New York. Despite Cathay's efforts to find an alternative, there were no available flights last night. They could only secure a flight for the 30th, which doesn't align with my scheduled meetings on the 29th & 30th of April. Regrettably, I must cancel my trip to New York. Due to these circumstances, I kindly request a refund from Agoda for my hotel booking. Please advise on the necessary information or documentation required to process my refund request. I attempted to contact [redacted], but the number appears to be incorrect. Kindly provide the correct customer service number for Agoda. I am calling from Taipei. Thank you!

Booking Confirmation : [redacted]99 I had confirmed my booking at the Renaissance New York Times Square hotel from **** - ***. I flew from **** via HK to New York, but my Cathay Pacific flight from **** to HK was delayed by * hours, causing me to miss my connecting flight to New York. Cathay Pacific was unable to find an alternative flight for me and the earliest available one was on the **th night, which would be too late for my confirmed meeting on ** & ** Apr. Due to these circumstances, I must cancel my trip to New York. I kindly request Agoda to process a refund for my hotel booking. Please provide me with details on the necessary information or documents required to support my request. I attempted to contact Agoda at **********, but the number appeared to be incorrect. Could you please provide me with the correct customer service number to reach Agoda? I am calling from Taipei. Thank you.

Hello, my booking number is [redacted]41. Today is my first day at the hotel, and during check-in, the staff informed me they need to downgrade my room because I requested one with a bathtub. When I made the reservation two months ago through Agoda, the description for the superior room indicated it had a standing shower/bathtub, leading me to believe there would be both types of rooms with either a shower or a bathtub available. The price for the superior room was higher than the comfort and double moderate rooms, which both have a bathtub. Therefore, I booked the superior room assuming I could choose between a shower or a bathtub. During check-in, the front desk staff mentioned they could not refund the price difference for downgrading to the moderate double room as the booking was made through Agoda. They also mentioned they could not offer complimentary breakfast for one or two days due to the inconvenience. I would like to request a refund for the price difference from the superior room to the moderate double room booked through Agoda. It's disappointing that the hotel could not provide better service recovery, especially since this trip is for Mother's Day. I hope for assistance on this matter. Regards, CH

I attempted to book a room at Pratunam Park Hotel for the dates 7/6/[redacted] to 11/6/[redacted] at a rate of $39 AUD per night for two rooms accommodating four adults. However, during the payment process, specifically on step 3 using G Pay, the transaction kept spinning without going through. Previously, I had successfully booked two rooms with Agoda for the dates 3/6/[redacted] to 7/6/[redacted]. I tried to contact Agoda by phone regarding the issue, but no one answered the call, and the automated system repeatedly ended the call. As a customer, I believe it is important to have human customer service representatives available rather than relying solely on automated services. If Pratunam Park Hotel is not available through Agoda, I will consider booking through another company that offers better customer support.

I have noticed an unauthorized charge of $78.21 on my credit card for a flight reservation I did not make. My bank informed me that it was a flight booking when I inquired about the charge. I am Eue Jin Jeong and there is no booking number as I did not make this reservation with Agoda. I have not received any itinerary or confirmation of this supposed booking. As a loyal Agoda customer, I kindly request a refund of the $78.21 charged to my account. My email address is [redacted], the last four digits of my credit card are [redacted], and my associated phone numbers are 62 8[redacted] (Indonesia) or 01 [redacted] (USA). I have not yet received the refund as of checking my bank account a minute ago.

I booked a deluxe room at the Pride Hotel in Chennai, but I'm extremely dissatisfied with the conditions. The room is moldy, dusty, and unhygienic overall. The bathroom is dirty, towels have bloodstains, and the mats are filthy. Even the extra bed we ordered was covered in dust and stains. Despite requesting a room change, the alternatives were just as unclean. The floor is dusty with hair all around, which is unacceptable given our need for a clean environment during our ten-day medical stay. The hotel's service is slow, disappointing, and not as advertised. I kindly request to cancel my booking at the Pride Hotel and transfer the funds to the Radha Regent Hotel. I've checked the Radha Regent Hotel on your site and would appreciate your assistance in transferring the charges accordingly without any penalties. Thank you for your cooperation.

I need assistance changing my check-in date for booking ID [redacted]17. I am trying to adjust it to May 9th while keeping the check-out date on May 11th. When I try to use the "manage my booking" option, I cannot find the date change feature, although it is listed along with "Special request" and "Get a receipt." I attempted to email my request using the booking confirmation email, but I received an auto-reply instructing me to take further action. When I followed the instructions in the blue box to contact Agoda and select the option to change dates, I encountered an issue signing in due to a forgotten password. Despite receiving a reset password link, I struggled to reset it or create a new account. This situation has left me frustrated and unable to adjust my booking. I urgently need help from Agoda to resolve this issue promptly. Thank you for your prompt attention and assistance.

I received an email regarding my booking at CACTUS APARTMENT @BRINCHANG. Unfortunately, my payment through RHB Now wasn't confirmed within the time limit, so my booking #[redacted]05 has been cancelled. I need to act fast to get this sorted out before my planned stay from Friday, 03 May [redacted] to Saturday, 04 May [redacted]. I will reach out to Agoda immediately to sort out the payment and hopefully get my booking reinstated or receive a refund within 48 hours.

I made a reservation at Funabashi Grand Sauna and Capsule for my friend on March 28, [redacted], with confirmation number [redacted]56. Despite selecting the option to book for someone else, the confirmation showed my name, Janice Mae Pepito, instead of my friend Niño Adrian B. Sencil. I couldn't change the guest name, so I canceled the booking and made a new one for my friend. The new confirmation number is [redacted]52 for the same hotel and dates. My friend confirmed at the hotel that the previous reservation wasn't charged. However, I discovered two charges on my credit card bill from Agoda. I contacted the bank to reverse the charges, but they advised me to contact Agoda to rectify this issue. Agoda needs to inform BDO that these charges should not have been processed.

Dear Concerned Party, I have not yet received the refund that was stated to have been initiated in your previous email. Typically, for debit card transactions, refunds should reflect in the bank within 24 hours, not 30 days. I have confirmed with my bank, and they have not received any refund transaction from your end. I kindly request the immediate processing of my refund, as I need the funds to make another booking for my stay. Your prompt attention to this matter would be greatly appreciated. Regards, Gurveen

Subject: Urgent Refund Needed for Booking ID [redacted] Dear Agoda Customer Service, I am writing to inform you that despite your communication confirming the initiation of my refund, I have not yet received the amount back in my account. I would like to emphasize that as a debit card user, refunds usually reflect in my bank within 24 hours, and certainly not after 30 days, as mentioned. I have contacted my bank, and they have confirmed no such refund transaction from your end. Given my urgent need to make another booking for my stay, I kindly request you to expedite the refund process. I appreciate your prompt assistance in this matter to ensure the swift return of my money to my account. Thank you for your cooperation. Best regards, Gurveen

I have made a booking at Royal Heritage Pavilion in Jomtien, Pattaya, with booking ID [redacted]11 for my wife, son, and sister-in-law from May 5th to May 8th using my credit card and Agoda membership ID [redacted]. Despite multiple attempts, I have been unable to reach the hotel by phone or through messages on Agoda regarding my inability to provide the credit card for the deposit. My wife will be checking in tomorrow, and I want to ensure she can pay the deposit with cash or her personal credit card without any issues. Please assist in contacting the hotel and ensuring they are aware of these arrangements. Kindly keep me updated on any communication with the hotel. Thank you for your help. Sincerely, N. Palmer

I have spoken with the hotel personally, and they have assured me that the double booking issue will not be a problem. When I originally made the booking, there was a session expiry message, delaying the confirmation email for about 20 minutes. During that time, I made another booking elsewhere and received an immediate confirmation. I contacted Agoda, who stated they would reach out to the hotel. Concurrently, I also consulted with the hotel management, who confirmed there would be no problem accommodating both reservations. --- Sent from my iPhone

Hello, my booking ID is [redacted]86. I arrived at the hotel on Saturday, May 4th, but they couldn't find my reservation under any of the details provided. I tried calling Agoda for clarification, but the phone line disconnected me. I was attending an event with my family and had to book a room directly at the hotel. Please refund the charge for May 4th on my credit card. Thank you. - Kelly D.

Dear Customer Service, My booking confirmation number is [redacted]37. I attempted to adjust the booking date to May 7, [redacted], but the system kept showing May 8, [redacted]. Feeling frustrated, I proceeded with the incorrect date and received an email confirmation with the wrong date. Since I made a reservation elsewhere through booking.com where they do not charge the card and let the hotel handle it, I am requesting a refund to the card ending in [redacted]. I have tried calling multiple times without success, especially challenging as I am phoning from overseas. Thank you, Sanjay

Dear Customer Service, I wanted to bring to your attention that my reservation at the Village Hotel in Osaka from April 29 to May 3, [redacted] was not honored by the hotel management upon our arrival on April 29, [redacted]. Despite multiple attempts to contact Japan Agoda using the customer number provided by the hotel, we were unable to resolve the issue. Consequently, we had to spend the night at the train station upon arrival, as there were no available hotels on that date. The hotel staff informed us to reach out to Agoda via phone or email for a refund, citing a system error that resulted in numerous customer complaints prior to our stay. Therefore, we are requesting a full refund for the services provided. Thank you, Georgia Ramela Lagat Booking Number - [redacted]24