Agoda Customer Service Issues

I recently made a reservation for December 30, [redacted], to January 1, [redacted] at La Carmela de Boracay for 5 adults and 1 child in the Panoramic Deluxe room, with booking reference [redacted]81. Despite the initial "Book now, pay later" message, the reservation showed as paid. However, the booking only reflected 2 adults. I attempted to modify it without success, leading me to cancel the reservation. To my surprise, I discovered I was charged $12,[redacted].73, which I need for my upcoming dialysis on Monday, August 13, [redacted]. Given my urgency due to Stage 4 chronic kidney disease, I kindly request an immediate refund. I am willing to provide my medical records and person with a disability identification card if necessary. Please assist me so I can rebook and enjoy the New Year with my family. Your understanding in this matter is greatly appreciated. Thank you. - M.E.A. Card ending in [redacted].

I made a reservation at the U Zenmaya hotel in Phuket, Thailand through the Agoda app. I am currently here celebrating my birthday with my cousin. Unfortunately, we accidentally left our wallets in our suitcase and upon checking, we found out that $[redacted].00 USD was missing from my cousin's wallet and $50.00 USD from mine. We searched thoroughly but couldn't find the money. We reported the incident to the front desk, and after confronting the staff, we were directed to make a police report. I was informed that the hotel insurance may provide coverage for this. I am unsure of what the next steps will be in this situation.

I recently conducted a kayak search and accidentally booked a hotel through Trip Advisor for the wrong date. Upon realizing my mistake, I promptly tried to change the dates on your website, only to be surprised by an additional charge that I cannot afford due to being on disability. I feel this is unfair as I was not warned of the extra fee before proceeding. Other booking sites offer better customer service by accommodating date changes without hefty charges. I kindly request a refund for the additional fee to rectify this situation. My booking number is [redacted]98. Thank you for your understanding and assistance in resolving this matter promptly.

Hello, I was attempting to make a second reservation on your website for a hotel in Los Angeles. Currently, I have a booking at the BLVD for 3 nights and I wanted to book 1 night at a hotel closer to LAX. The reservation numbers are [redacted]66 for Crowne Plaza and [redacted]4 for The BLVD. When I tried to cancel The BLVD reservation, it was charged as non-refundable, although it initially appeared cancellable without a fee like the first reservation. I only wanted to keep the Crowne Plaza booking. My credit card was charged $[redacted].24 CAD for The BLVD, and I am hoping to get a refund as soon as possible. The charge was made today, and I would appreciate prompt assistance with this issue. I have limited funds and appreciate the great deals your site offers. Thank you for your attention. Sincerely, Cheryl O.

Dear Agoda.com, I am experiencing some issues with an agent who is representing my guesthouse, Bramasa Guesthouse in Mas, Ubud. The problem is that the agent is representing my guesthouse, sending guests without confirmation to my establishment because Bramasa Guesthouse does not have an account on Agoda. Therefore, please block the agent who is representing Bramasa Guesthouse as this is causing confusion for me. Some guests are booking through the Agoda agent, and the agent only confirms with the owner a few hours before the guest arrives. Kindly block this agent. For further information, please contact me, the owner of Bramasa Guesthouse, at [redacted]. Thank you. Best regards, Ida Bagus Putra, Owner of Bramasa Guesthouse

Booking Reference: [redacted]47. I had booked a 3-night stay at the Royal Bath Hotel in Bournemouth for my birthday. Unfortunately, the room was extremely dirty and smelled awful. I called one of the representatives to report the issue, and she handled the complaint with the hotel. The rep assured me I would receive a full refund despite the hotel only agreeing to refund 2 nights. However, I have only received a partial refund of £[redacted] instead of the full amount promised. The hotel's reviews on your website are all poor, and I believe it should not be listed. My daughter and I couldn't stay there, prompting us to find alternative accommodation at 9 pm in Bournemouth, disrupting my birthday plans. I have tried calling all day without success, so I am reaching out via email for assistance. Thank you for your attention. Sincerely, Mrs. H.

I booked ID [redacted]53 today, August 14, [redacted], under the name of Client June O., member number [redacted]. I mistakenly thought the hotel was in Khao Yai, where we are staying on November 4, [redacted]. However, the hotel, Santorini Park Stay, clarified that "Khao Yai" refers to the municipality, not the province. I understand that the booking is non-refundable, but I kindly request a refund as this location does not meet our needs. As a loyal Agoda member, I hope you can take this into consideration along with my loyalty to the platform. Is it possible to receive a refund and have my reward points reinstated?

I recently experienced a scam by a property in Ella, Sri Lanka listed on your website. I booked Lovers Stay for 3 nights for 6 people via Agoda with booking ID [redacted]49 from Singapore. The reservation was for August 8-11 under Iva L. Upon arrival, we struggled to locate the property and were informed they were not accepting guests due to alleged payment issues with your platform. Left stranded in an unfamiliar city with elderly individuals, I was forced to find and pay for alternate accommodations. I have gathered receipts and evidence to support my claim. I would appreciate a prompt response on how you plan to address this matter, including reimbursing me for the payment and the stress this situation caused. Thank you, Iva.

Booking Reference: [redacted]25. I recently booked a stay at the Quest Apartment in Frankston, Australia for 5 nights for 2 guests. However, my confirmation mistakenly shows 2 apartments for 4 guests. I reached out to the hotel, but they advised contacting Agoda directly to rectify this issue. The payment made was non-refundable, but since this was a booking error, I hope that it can be corrected without any additional charges. Please assist in correcting this mistake and refunding the overcharge promptly. I can be reached at +62 [redacted]-[redacted]. My check-in date is today, August 16th, and I will be flying in shortly. Your urgent attention to this matter is greatly appreciated. Thank you. - Russell M.

Hello Agoda, I have previously emailed on 03 July [redacted], 14 August, and today - 15 August [redacted], concerning a booking I made on 02 July [redacted] without receiving a confirmation email containing a booking number. Despite notifying Agoda of my wish to cancel the booking, the absence of a confirmation email leaves me without a booking number, and it does not show up in my online profile. This lack of information prevents me from canceling the booking either online or via phone. The deadline for cancelation without incurring a fee is the 01 September [redacted]. I am requesting the cancelation of my booking at Breakfree Beachpoint - Surfers Paradise for a 2-bedroom apartment from 26.08.[redacted] to 29.09.[redacted]. Although I did not receive a booking confirmation, contacting the hotel directly confirmed an online booking made under my name. Please reach me at [redacted] [redacted] [redacted] urgently to confirm the cancelation of this booking. Thank you, Suzie Bramham

Dear Sir/Madam, I want to inform you that I have booked a hotel stay through Agoda.com and the payment has been processed, but I have not received any confirmation email or voucher. Here are the details of my booking: Hotel Name: Grand Hotel Nouvel Opera Paris (France) Guest Name: N.S. Check in: August 26, [redacted] Check out: August 30, [redacted] Room nights: 4 Payment method: Debit card ending in [redacted] Card Issuer: BankIslami Amount Deducted: PKR 24,[redacted] I would appreciate it if you could send me the confirmation email and verify that the payment has been completed so that I do not have to make any additional payments at the hotel. Thank you, N.S.

Dear representatives, I have been a loyal customer of Agoda, praising the excellent customer service I've received in the past. However, my recent experiences at Bangkok City Inn have been disappointing. Both of my reservations, one for Lana Kriel and another for Madelene van Schalkwyk, had subpar conditions in the rooms. From cockroaches to plumbing issues and lack of basic amenities, the stay was unpleasant. The service at the hotel, especially regarding the breakfast vouchers and late payment arrangements, was equally poor. The staff, including Miss Pecharat S., displayed irritation and unhelpfulness when I raised my concerns. This level of service does not meet the standards I am used to from Agoda. I hope for a prompt response as I plan my upcoming trip to Bangkok. Regards, Madelene van Schalkwyk

I made a Hotel reservation for a two-day stay in Istanbul on August 4th, [redacted]. While reviewing my booking, the cancel button was accidentally pressed. I received a cancellation email shortly after, realizing the error only 10 minutes later. Despite numerous attempts to call Agoda's customer care in India, no one answered for about 10 minutes due to international roaming charges. I then sent an email hoping for a prompt response. I was informed that the booking was non-refundable, which I found frustrating since it was a mistake. I tried to explain the situation to Agoda, but I have yet to receive a proper response. The error was as simple as intending to answer a call but pressing disconnect instead.

I cancelled my recent booking with Agoda at the Golden Lotus Boutique Resort in Bangalore for August 17th and 18th under the name of Dinoop Divakaran. The booking number is [redacted]92. Unfortunately, I had to cancel due to the ongoing natural disaster in Kerala. Our transportation services are impacted by the situation, and we are facing challenges. Please, kindly, consider providing a full refund given the circumstances with the disaster.

Dear Manager, I am seeking your assistance regarding my booking at Yotel Singapore through Agoda. My booking reference is #[redacted]20 for two Premium Queen rooms for four people from August 18-25, spanning 7 days. Originally, I planned a Singapore vacation with my two aunts visiting from the USA. Unfortunately, one of them, Lourdes Christiansen, fell ill and will only join us from Aug 23-25. I kindly request to adjust one room booking from Aug 18-25 to Aug 23-25, and would appreciate a refund for the dates she won't be staying. Despite this setback, my friend and I are excited for our trip and hope for your understanding in this matter. I can be reached via email or on my mobile at +[redacted]97. Thank you for your help. Best regards, Rochelle M. Razo

I am reaching out regarding a booking I made in May [redacted]. On May 14, [redacted], I reserved a room at the Portland Hotel for August 16. I completed the payment online and believed the booking was confirmed. However, on August 15, when I checked my Agoda account, there were no saved bookings listed. Concerned, I made a second reservation for the same room to ensure accommodations for myself and a friend. Now, at the Portland Hotel, reception informed me of two separate bookings - one in May and one in August. I suspect there might have been a technical error as I received no confirmation email or failed booking notification for the May reservation. Due to the absence of any bookings in my account yesterday, I had to secure the room once more to guarantee our stay. I request that I not be charged for the initial May booking and hope to avoid similar incidents in the future. I await your prompt response.

Hello, I am Larry. I attempted to make a reservation at Harold’s Hotel in Cebu, Philippines, with booking ID [redacted]42 for a 16-day stay from December 16 to January 1. I used my debit card for payment and was informed that I would only be charged on December 11. However, I received a secure email asking for a copy of my credit card and driver's license. I completed the form and attached the necessary photos but encountered issues submitting them. Despite pressing the submit button multiple times, it did not work. I am concerned about losing my reservation. Thank you for your assistance. Larry B.

Dear Customer Service Team, I am writing to request a refund for a hotel booking I made but could not visit due to the earthquake that affected Gili Air on August 5th, [redacted]. Despite trying to contact Hotel Ombak Paradise for 2 days via phone and messages through Agoda, I did not receive any response regarding the possibility of still staying there. I would appreciate information on your refund policy for situations like this involving natural disasters that prevent hotel stays. My booking number for Hotel Ombak Paradise is [redacted]20, and the last 4 digits of the credit card used for payment are [redacted]. The total cost of the booking was 2600HKD, and I kindly request a refund considering the circumstances. Thank you for your assistance, A. Crossley

Hello, I'm Stepheni Zarate. I had a reservation at Talking Stick Resort and Casino in Scottsdale, Arizona for August 11th through Agoda. Unfortunately, the reservation got canceled due to an evacuation. The resort directed me to contact the booking website for a refund. I've tried calling multiple times and waited over 45 minutes each time with no success. I would appreciate a prompt refund to my credit card. You can reach me at [redacted] or [redacted] Booking ID # [redacted]-[redacted]-[redacted] Thank you.

Dear Team, I made a booking through Agoda for 'The World Backwaters' in Kerala and I need to cancel due to severe weather conditions. Heavy rainfall and floods have halted transportation and blocked roads, making it impossible to travel. I've tried contacting customer care for 2 days without success. Waiting on hold for more than 40 minutes today without speaking to anyone is frustrating. Waiting for hours without reaching a customer service representative is unacceptable and doesn't reflect well on Agoda. Please cancel my booking promptly and provide confirmation. Thank you, Vijay