Agoda Customer Service Issues

Subject: Double Charge Issue with Booking Refund Request Dear Customer Service, I am reaching out to address an overcharge concern. Regrettably, I have been mistakenly double charged for a booking I made through Agoda, which was subsequently canceled. I have enclosed a screenshot displaying the duplicate charges. Furthermore, I have attached evidence of the cancellation, including correspondence with both Agoda and Chariton Hotel, where I called to terminate my reservation due to unforeseen circumstances. Despite attempting to cancel through the app, technical difficulties prevented me from finalizing the process. I kindly request your prompt assistance in rectifying this matter and reimbursing the RM400.00 overcharge. Thank you for your attention to this issue. Your timely response and cooperation in resolving this discrepancy are greatly appreciated. Best regards, HJP

We are traveling from Canada to the US. Unfortunately, the reservation date was incorrect, and the chosen option had a zero cancellation policy, resulting in the loss of this policy. In Canada, there is typically a 24-hour cancellation window without issue. After calling the provided number, I was directed to leave a message for further assistance, seeking a refund promptly. If this matter is not resolved, I plan to contact the RCMP tomorrow morning.

Dear Customer Service, I wanted to bring to your attention that I was incorrectly charged twice for a booking I made on Agoda, which I later canceled. I have attached a screenshot of the charges incurred. Despite my attempts to cancel through the app, my password was not accepted. I informed the hotel of my cancellation for emergency reasons. Please review the attached cancellation confirmations from both Agoda and Chariton Hotel. I kindly request a prompt refund of RM400.00. I look forward to your positive response and the refund. Best regards, HJP

I reached out to Agoda on 19th August [redacted] to request a refund for my cancelled booking at Tok Aman Bali Beach Resort for the dates 25th to 26th August [redacted]. On 16th August, my sister asked me to book a room for her at Tok Aman Bali Beach Resort for check-in on 16th August. However, when I made the booking, I mistakenly selected 25th August instead. Upon realizing this, I immediately tried to change the date, room type, and payment method to Maybank2u. Despite this, Agoda proceeded to charge my credit card without my consent. I contacted Agoda to address the issue, and they assured me they would resolve it within 2 days. However, I have yet to receive any updates from them. I would appreciate any assistance. Thank you.

Subject: Double Charge Refund Request Dear Billing Department, I am writing to report that I was erroneously billed twice for a booking I had reserved through Agoda, which I promptly canceled. I have enclosed screenshots reflecting the duplicate charges. Furthermore, I possess various cancellation documents, along with WhatsApp messages from the staff at Cariton Hotel Alma, confirming the cancellation of my reservation. I have included the necessary documentation related to the cancellation. Despite attempting to cancel through the app, technical difficulties prevented me from doing so due to password verification issues. Please see the attached documents: 1. Confirmation of cancellation from Agoda. 2. Confirmation of cancellation from Chariton Hotel. I kindly request your prompt assistance in rectifying this matter and refunding the RM400.00 overcharge. Anticipating a favorable response and the reimbursement of the RM400.00. Best Regards, HJP

Hello, today I accidentally made a duplicate booking with references [redacted]97 and [redacted]61. I've already cancelled [redacted]97, but unfortunately, the policy does not allow for a refund in this case. The payment process was too fast with no immediate confirmation of the booking's success, leading me to inadvertently make the second booking. The realization only came later when I saw two transactions on my credit card. Despite receiving a notification during the second booking indicating a duplicate, I mistook it for my earlier booking on August 3 (reference number [redacted]49) with the same check-in date. I kindly request your consideration for a refund. Thank you.

Dear Sir/Madam, I am writing to express my dissatisfaction with Hotel Puri Pujjanga in Putrajaye, Malaysia. This hotel does not meet the expectations of a three-star establishment. The facilities are lacking, the location is inconvenient as it is 2 to 3 km away from the main road, and the staff refused to provide basic amenities like drinking water after [redacted] hr. Additionally, I was surprised to find out that common toiletries were being charged separately, a detail that was not disclosed on your website. I kindly request that my booking be canceled and a full refund be issued. I expect to be accommodated in a different hotel with adequate facilities and a good location. Failure to address these concerns may result in legal action against the hotel. Thank you for your attention to this matter. Sincerely, C.S.

Booking Reference: [redacted]06 / R[redacted] Arrival Date: 20.09.19 Guest Name: Milagros Higuera Navarro Payment by: Howard Rogers Hello, I recently booked a stay at Ibis Excel London and was surprised by the charges. The price I initially saw of £[redacted] was per night, not for the entire stay as I had assumed. The total amount of £[redacted].45, including VAT and a high service charge, was only made clear to me in the confirmation email, which I found excessive. Upon realizing the cost, I immediately tried to cancel the booking with Ibis Hotel, thinking I had paid them directly. However, I was redirected to Agoda, then Getaroom, with conflicting information about the cancellation. I believe a full refund is justified given these circumstances. I have contacted my bank and discovered the payment was made to Agoda, and I prefer to resolve this issue with them. I urgently need a resolution as I still require accommodation. Please respond promptly. Thank you, Mr. Rogers

I noticed a charge of $[redacted].90 on my debit card and contacted my wife regarding a possible purchase from Agoda. She mentioned filling in the information but not completing the transaction. I reported the suspicious charge to my bank, and my wife canceled any reservations on the booking site. Initially credited by the bank, the amount was later reversed and paid to Agoda despite the booking being canceled before the deadline. Seeking a refund due to the timely cancellation of the reservations. For further assistance, please contact me via phone or email. The reservations were for August 7, 8, and 9 in Monterey, California. My name is Bill L. and my wife's name is Tracy.

False Advertisement Concern at Dera Rawatsar (Jaipur) During my recent 16-night stay at Dera Rawatsar in Jaipur, I have come across discrepancies between the amenities the hotel claims to offer and the actual facilities provided. I feel compelled to bring this matter to your attention as it appears to be a case of intentional deceit, where guests are being charged for services they do not receive. I made my reservation through AGODA, and numerous in-room amenities were advertised but missing during my stay. The Deluxe Rooms were supposed to include various items such as a kitchenette, bathrobes, and an ironing board, among others, but these were not available in reality. Furthermore, the hotel falsely states the existence of a spa, family room, executive lounge, restaurants, and a pool bar. I believe this false advertising needs to be addressed promptly to prevent other guests from being misled. I request that the hotel corrects its listing to accurately reflect the amenities and facilities it truly offers. Sincerely, Nigel D. Miles

I recently reserved a one-bedroom apartment at the Al Manar Grand Hotel BurDubai in Dubai for three nights from August 29th to September 1st. My confirmation number is [redacted]43. When I arrived at the hotel, the receptionist claimed there was only a double standard room available and presented a booking with a different ID. Despite showing him my confirmation number, he refused to acknowledge it and became confrontational. I am seeking assistance to resolve this matter with the hotel. Thank you for your help. Sincerely, Lilibeth B.

I need to update the guest name on my booking with Emirates Grand Hotel in Dubai, confirmation number: [redacted]. The booking is under my name, Lily O'Hara, but I need to change it to my daughter's name, Jonty O'Hara, as she is the guest. The reservation was made through booking.com but was actually booked via Agoda. I have already contacted booking.com, who were unable to assist with the name change. I have also emailed [redacted] but have not received a response. My daughter is checking in today, and this issue needs to be resolved urgently. Being in Qatar, I am unable to reach Agoda through the provided numbers except for the UK line, which requires an Agoda booking number that I do not possess.

During my stay at Ridge Suites Chattanooga/Hamilton, I was disappointed with the experience due to ongoing renovations. Our room, [redacted] on the 6th floor, had issues like a broken door knob, a punched hole in the bathroom door, and a leaking toilet bowl that disturbed my husband's sleep. The elevator situation was also inconvenient as one was out of order the whole time and the other broke down twice during our stay. A frustrating highlight was the discrepancy between the TV guides and actual channels, leading to a late-night inconvenience with my child. Additionally, the lack of bedding for the pull-out sofa meant a trip to get blankets from another floor. Overall, the stay was far from satisfactory.

I had an issue with the undisclosed charges of $[redacted].36 and the slow response to my complaint. I recently discovered that on the same day, there was an attempted charge of $[redacted].40 for the same booking. I find this to be unacceptable and dishonest. While your email mentions that you consider the matter resolved, the paperwork to remove the claims from my Visa card still needs to be completed.

I reserved a room with an en-suite and a larger bed option, but upon arrival, I was dismayed by the dated and cramped space. Despite this, I decided to stay the night. However, within 30 minutes of getting into bed, I was bitten repeatedly. Concerned, as I had closed the window hours earlier, I approached reception for a clean duvet. To my horror, while changing the duvet, I discovered two insects and mouse droppings on it. Requesting a room change, I was provided with a cleaner but still outdated room with a larger bed. Unfortunately, the bites kept me from sleeping, causing me discomfort. The following morning, I quickly dressed and left for an event in Southend-On-Sea. This experience was unsettling, and I believe a full refund or additional compensation should be considered, although nothing can erase the distress I endured. I have photographic evidence of the room's condition if necessary. - Shani K.

We made a reservation through Agoda in Bali, and although the place looked nice in the photos, it was very deceiving. Unfortunately, there were no pictures of the bathroom, and upon arrival, we discovered it was incredibly small. I suffer from Claustrophobia, and it was uncomfortable to use the bathroom, resorting to leaving the door open. The water pressure in the shower was also too weak. Due to these issues, we had to find alternate accommodation for the night as we couldn't stay for 5 nights. We kindly request a refund for the 4 nights we won't be staying. It would be helpful if there were photos of the bathroom to provide a better understanding of the space before booking. Additionally, there is an open area in the kitchen that can only be covered with a blind, causing mosquito bites and disturbances during the night.

Hello, I noticed a withdrawal of [redacted].21 Euros from my PayPal account on 01.09.[redacted] - could you please clarify the reason for this transaction? According to PayPal, there was supposed to be a subscription with Agoda on 05.08.[redacted], but I am not aware of any such subscription or what it is for. I never sign up for subscriptions as a personal policy. When I tried to contact Agoda for more information, I found out that I can only speak with a Agoda representative if I have a booking number - but I haven't made any bookings, so I don't have a booking number. Therefore, I am unable to communicate with Agoda. Until now, my email address was not associated with Agoda, as I haven't sent or received any emails from them. I kindly request an immediate clarification and a refund of the [redacted].21 Euros. I also hereby cancel any potentially unknown subscription. Best regards, Kloas

To whom it may concern, I made a booking online on 8/9 to check in at Temasek Hotel Melaka. However, the system for check-in was down for more than 5 hours, which greatly disrupted our holiday trip in Melaka. I would like to request a cancellation for ID [redacted]69. The reason for my decision was due to safety concerns. The security manager misled me when I asked to speak with the duty manager. He falsely claimed that the manager had left and there was no one else on duty. Later, I discovered the manager was actually occupied assisting over 70 other customers who were also unable to check-in in the past few hours. This experience has left me with the impression that this is not the right hotel for me to stay at. The security manager's name is Mr. Hakimi Gobi. I kindly request an investigation into this matter.

Hello, I am reaching out to address an issue regarding booking number [redacted] [redacted] [redacted]. I previously contacted to cancel this booking, which was confirmed, but later received an email indicating it was not approved. I was assured a refund during the call, and it was clearly stated that the full amount of $[redacted].00 would be refunded within 10 days. The reason for the refund was due to an accidental booking while I was at work. I was informed by the representative that both the company and Mantra on Cavil approved the full refund. I kindly ask for prompt communication via email at [redacted] or by phone at [redacted] [redacted] [redacted] before the day ends. Thank you, E. Byrne

I made a booking for a Signature Cruise in Halong Bay through Bookings.com, which was then confirmed by Agoda (Booking Ref [redacted][redacted]). The cruise got cancelled due to bad weather and Signature Cruise mentioned they have refunded Agoda. I tried contacting Signature who directed me to Agoda. Bookings.com suggested contacting Agoda as well, but I've had trouble reaching your help desk. Can you please expedite the refund of $[redacted] to my account promptly to avoid me sharing my negative experience on various social media and travel platforms? It's already disappointing that our cruise got affected by the weather, and it's even worse to have paid for a service that we didn't receive. Thank you, Brett.