Agoda Customer Service Issues

I reserved the Royal Grand Suite for April 27 (booking ID [redacted]62). When I arrived, I was informed that Agoda had not forwarded my reservation, despite my full payment to them. Tired from a long flight, I had to pay the hotel as a walk-in guest, in addition to my Agoda payment. I was recently talking with Marco on live chat, but the session suddenly ended, and I can't reconnect with him. My experience with Agoda has been disappointing, and I am seeking a complete refund. Thank you.

Hello, I made a booking on Agoda for a room at Ashiana Clarks Inn Hotel in Shimla for June 9th to June 10th, [redacted]. My money was deducted from my account for the booking confirmation on June 9th. When I contacted the hotel, they claimed to have no record of my booking and said they were sold out. I am seeking a refund promptly. Please contact me at 91+[redacted]***[redacted] or via email at [redacted] Thank you, M. Dudeja

I made a reservation at the Al Sin Palace Hotel in Abu Dhabi and paid in full upfront with all necessary information provided. Upon arrival, despite it being past 1 o'clock, the hotel staff refused to check us in unless we paid extra. They were rude, used inappropriate language, and were unprofessional. We had to scramble at midnight to find another hotel and book through their front desk. I complained to Agoda and was informed that the refund was processed, but I have yet to receive it. I am extremely unhappy with the staff's behavior and Agoda's lack of action in addressing this issue. Please expedite the refund process. I used to be a loyal Agoda customer, but this experience has deterred me from booking with them in the future. This was a disappointing experience.

Subject: Disappointing Experience with Hotel Booking - Booking ID: [redacted]58 Hello, I would like to bring to your attention an issue my elderly parents are currently facing at the hotel I booked through Agoda. Despite the confirmation of air conditioning in all rooms as stated on your website, the hotel is demanding extra payment for this service. The electricity has been cut off without any backup, leaving my parents without any cooling or fan during their stay. This is not the relaxing vacation we were hoping for. I kindly request Agoda to address this matter with the hotel as soon as possible and offer my parents a sincere apology. The lack of essential amenities and the additional charges are deeply disappointing. I urge Agoda to compensate us for these inconveniences with no less than [redacted] INR. Thank you, Priyanka

Subject: Issue with Booking - Urgent Assistance Required Dear Team, I am writing to bring to your attention a concerning situation regarding booking ID [redacted]58 for my elderly parents. The hotel is requesting additional payment for air conditioning, despite your clear description stating that this amenity is included in the room, as shown in the screenshot I have. This discrepancy has caused immense frustration for my parents and me. Furthermore, the hotel is experiencing power outages without backup inverters, leaving my parents without essential cooling during their stay. This is unacceptable, especially considering the additional charge for services that were supposed to be included. I urge you to address this matter promptly with the hotel, provide my parents with a sincere apology, and ensure that they are compensated appropriately for the inconvenience. As a loyal customer, I am disappointed in the quality of establishments listed on Agoda and request compensation of no less than [redacted] INR for the ordeal my parents have endured. Thank you for your immediate attention to this matter. Sincerely, Priyanka

Booking ID: [redacted]73 Client: P.P. Member ID: [redacted]49 Dear Sir, I regret to inform you that upon arriving at Srijan Guest House with my family, we were denied check-in by the receptionist. They claimed the Booking Confirmation Receipt from AGODA was invalid as the hotel was not affiliated with AGODA. We were forced to leave the premises, leaving me, my wife, our baby, and my elderly mother in a helpless situation. I am disappointed by the deceptive actions of both AGODA and Srijan Guest House. I kindly request a refund of the booking amount to be processed back to my bank account. I have attached the refusal note provided by the hotel reception for your reference. Sincerely, P.P.

Subject: Help Needed with Booking ID [redacted]63 on AGODA Dear Madam/Sir, I recently made a booking on your website through Agoda.com with the "pay later" and free cancellation option. However, the full amount was deducted from my account without receiving an OTP for confirmation. I need to cancel this booking and have the amount refunded to my card as my schedule is not final yet. I appreciate your prompt attention to this matter. I have contacted Agoda.com, and they have attempted to reach out to you with no response. I kindly ask for your assistance in resolving this issue promptly and ensuring a full refund since I have not checked in yet, and there is still ample time before my scheduled stay. I am open to any applicable cancellation fees as long as they are reasonable. I am looking forward to staying at your property in the future and hope we can resolve this matter swiftly. Your immediate response would be greatly appreciated. Thank you for your understanding and assistance. Best regards, Kareen

I regret to inform you that upon arriving at the "Srijan Guest House" with my family, the receptionist refused to check us in, stating that the booking confirmation from AGODA was invalid since the hotel was not associated with them. This left me, my wife, baby, and elderly mother in a helpless situation. I am shocked by the dishonesty displayed by both AGODA and Srijan Guest House. I kindly request a refund of the booking amount to be credited back to my bank account. Please see the attached refusal note from the hotel management on the booking slip. Sincerely, PP

I had a disappointing experience with booking a room on AGODA. Upon arriving at the hotel in Abu Dhabi, I was informed that my reservation had been canceled without any prior notification. This caused a lot of inconvenience as we were on our way to Dubai for a relaxing holiday. Despite contacting the hotel and AGODA, the issue could not be resolved quickly, leading us to book another hotel with additional expenses. I selected AGODA through the Trivago app due to affordable prices, specifically booking the New Black Stone Hotel with booking ID [redacted] for June 6 to June 7, [redacted]. Unfortunately, this experience has soured my opinion of AGODA, and it has disrupted my vacation plans significantly.

I would like to file a complaint about this hostel. I called them to request a lower bed due to difficulty climbing up to an upper bed because of my leg pain. I specifically mentioned this during booking but the staff, a person named DEWA, seemed unaware. Upon check-in at 5:54 PM, despite my request, they provided me with an upper bed. When I insisted on a lower bed, they declined and suggested I cancel my booking and find another place to stay. Having no other option, I ended up staying at a different guest house, which was more expensive. I can provide the receipt if needed. I am seeking a fair resolution as it was the hostel's mistake, not mine, that led to this inconvenience. I have attempted to contact Agoda via email since June 9, but have not received a response. Thank you, Vivian P.

I need to file a complaint about this hostel. I contacted them to request a lower bed due to my leg pain, which makes it difficult to climb up to an upper bunk. The staff member I spoke with, named Dewa, did not address my request even though I had mentioned it during booking. When I arrived for check-in at 5:54 PM, I was given an upper bed despite my request. I explained my situation and asked for assistance in getting a lower bed, but they declined and suggested that I cancel my booking and go elsewhere. Unfortunately, I ended up staying at a different guest house at a higher cost (I can provide the receipt if needed). I am seeking a fair resolution to this issue. I understand the booking is non-refundable, but this situation was caused by the hostel's error. Booking reference: [redacted]73 Thank you, Vivian Po Siok Ciu

Booking ID [redacted]05 with the last 4 digits of my credit card as [redacted] was accidentally made by my son while playing with my phone. The room booking for RM 2,[redacted].32 is non-refundable, which is why I am reaching out. This booking was meant for my father-in-law, who now will not be traveling to Hong Kong. Please cancel this booking promptly. Thank you.

I had a booking at a hotel in Nhan Trang, Vietnam for June 13th (Booking ID #[redacted]52) for 2 nights, checking out on June 15th. However, upon arrival, I couldn't check in as my passport was stolen, although I had all the details and a photo of my visa on my phone, along with my UK driving license. Despite having pre-paid on Agoda, the receptionist refused to accept my alternative IDs. I mentioned I'm disabled and would struggle to find another hotel but was met with laughter. This behavior was unprecedented in my 6 months of using Agoda. The rudeness of the young man at the hotel may deter other customers, as confirmed by other guests. I'm requesting a refund from Agoda for being left stranded and inconvenienced, though I'm not asking for compensation. The treatment of a disabled person was unacceptable. Sincerely, Thomas Andrew S.

I'm experiencing issues booking rooms on your website with all my cards. This is unusual as I've booked with you many times before. It seems like my cards are blocked. I've contacted customer support numerous times but haven't received any assistance. I currently have 6 or 7 reservations with Agoda due soon, but I can't make new bookings. Even cards attached to existing reservations are being blocked. I've checked with my banks, and they confirmed the issue is not on their end. Please help resolve this matter. My name is Richard Wirsich, and you can reach me at [redacted]

On June 12, [redacted], I stayed at Georgetown Hotel in Penang from the 12th to the 16th. Hotels should provide guests with a comfortable and safe environment, but my experience was the opposite. I encountered poor and even very poor service. Firstly, there was an incident that felt like harassment. I asked a male staff member for shopping recommendations, and he offered to accompany me at 8 p.m. to buy souvenirs, but none of the shops were open. Later, he inappropriately suggested giving me a massage, which made me uncomfortable and fearful. This employee's behavior was unprofessional, especially considering his role was only to clean rooms. Moreover, late at night, around 9 p.m., he and his friends were loud, running and slamming doors, disturbing guests until as late as 4 a.m. I had to confront them about their disruptive behavior. I have requested the hotel to address these issues and compensate for the inconvenience during my stay, or I will report the poor service of Georgetown Hotel and my negative experience with Agoda to the media.

I am very disappointed with the service. My brother has been trying to get a refund for the past 6 months, but we still haven't received it. The hotel was booked for me as I was visiting from Sydney to Delhi, but due to my wife's illness, we couldn't make it. I have provided the booking information below. Please refund the agreed amount as per the email conversation. I can be reached at +[redacted]5 for further communication. I am looking forward to a prompt response. Dear Abu Salim, I hope this message finds you well. I am writing regarding your booking at Hotel Aditya International in Jaipur, India with reservation ID [redacted]29 for a Family room from January 17 to January 19, [redacted]. Unfortunately, the hotel's cancellation policy states that any cancellation within 3 days of arrival will incur a charge for the first night. Therefore, we cannot cancel the booking without penalties. However, we can offer to refund the one night payment to your card (AUD 20.18) and provide Agoda Cash worth USD 13.85 (AUD 20.18) for future use on our platform. Kindly let us know if you would like to proceed with this option by replying to this email. Thank you for your understanding. We are here to assist you further if needed. Warm regards, Aga Agoda Customer Experience Group

I made a hotel reservation through Agoda last Sunday and did not provide any bank details during the booking process. Upon receiving the confirmation email, I noticed there were additional costs to be paid at the hotel. I promptly canceled the booking the same day. I then received a cancellation confirmation from Agoda stating that I would be responsible for the total amount of the booking. Despite sending four emails to Agoda, I have only received generic replies stating that my query has been received. The responses advised me to check the generic questions and answers section, which did not address my specific concern. Each reply directed me to place my query in the "any other queries" box, but the responses were all the same. The messages reiterated that customer services have received my query but urged me to refer back to the generic questions and answers section.

Upon arriving at Samui Haus for our scheduled two-night stay, we were disappointed to find the property did not match the images online. The hotel grounds were poorly maintained, and the beach was unsuitable for swimming due to debris and dead fish lining the shore, a detail not mentioned on the website. The pool was visibly dirty, and our room had both a strong chemical odor and insects. Additionally, the bathroom had a sewage smell. Feeling that the conditions were unacceptable for our vacation, we made the decision to leave after only an hour. We are now seeking a refund for our reservation due to the significant disparities between the advertised presentation and the reality of the hotel. This experience marked the first time I have ever had to abandon a hotel due to unsatisfactory conditions.

Dear Agoda Customer Service, I am a property owner in Durban and recently received a booking for one of my units. The booking was made for 8 people, but my unit can only accommodate 4. Due to this discrepancy, I am kindly requesting to cancel the booking as I cannot accommodate the additional 4 guests. Booking Details: Durban Accommodation and Events ([redacted]) - Themba Ngcobo, arriving on June 21, [redacted] Please refrain from manually inputting this booking and synchronize it directly with your calendar. Guest Information: Name: Themba Ngcobo Email: [redacted] Arrival: Friday, June 21, [redacted] Departure: Sunday, June 23, [redacted] Duration: 2 nights Booking ID: [redacted]7 Accommodation Reserved: (12) Self Catering Cottage: Room Only, for 8 adults at R826.50 per night. Assignment: Unit 12, 1 Bed Self Catering Apartment Total Amount: R1653.00 Deposit: R0.00 Additional Notes: Agoda Booking ID: [redacted]15 Promotion: Weekend Special. Rate has been reduced. Extra Beds: 0 Payment: Agoda Virtual Card to be used on the day of arrival For payment information, please visit: [redacted] Kindly respond to the client by clicking the REPLY button. Thank you.

Subject: Issue with Booking at Mantra Tower of Chevron - Booking ID: [redacted] I am writing to express my dissatisfaction with the accommodation at Mantra Tower of Chevron in Gold Coast during my stay from June 18th to June 25th. Despite booking a 2-bedroom apartment with 2 bathrooms, the hotel provided a different room with only 1 bathroom. Upon notifying Agoda customer service in Singapore, I spoke with Shasha on June 18th. She assured me that the issue would be resolved and promised to update me promptly. However, as of June 19th, 11:00 PM, I have not received any communication from Agoda regarding the room discrepancy. I seek an explanation for the error and request a refund for the difference in room types. Your immediate attention to this matter is greatly appreciated. Disappointed with the service, Andrew