Agoda
Reviews and Complaints

I made 2 bookings for nov25-26 at 2 different hotels, in different cities. This was my fault. I accept that. Both were prepaid. In the 2nd hotel, I arrived the day after (nov26) and was told my reservation was for nov25. Attempts to cancel or change the booking date was not possible because the date of booking had already lapsed. I was forced to make another booking and pay for the same room for nov26 at a higher rate.

Hi,

My reservation number is [protected]. My name is Yuriy Avanesov and my email is [protected]@hotmail.com. I did this reservation online through Agoda website. Upon my arrival on the same day of registration, which was made on 25th of November, 2022, to Extended Stay America hotel in Factoria Washington, I was told by the front desk lady named Kena, that they are doing reservations in advance. But because I did my registration online, I called to Agoda and representative changed day according hotel's rules, which was from 24-25 of November, 2022. It took me 2 hours waiting for Agoda representative to correct the issue. It was around 3 am in the morning, when I was finally able to check in, but by this time I started to have heartache. Because of the long wait time and my health condition, Agoda rep kindly offered me coupon by words to make my experience pleasurable, which I gladly accepted. Even the front desk person Kena, told me that my stay will be covered by Agoda because that is what Agoda agent told her too. The next day I checked my account, but no refund was initiated. So, I called multiple times to Agoda, but agents refused to initiate refund or give me the coupon that I was offered, referring to not seeing notes on my reservation. I outraged with their behavior towards me because Agoda agent forgot to put notes about coupon or refund under my name by mistake, because verbally she ensured me and my partner about that, and also front desk lady Kena heard that and been ensured about coupon (we have been on speaker all the time, so everyone can hear our conversation). The Agoda agents that I spoke with accusing me not telling truth to them, which is completely outrageous, unprofessional and rude, because I was promised the refund or coupon, and I have witnesses, who they can contact too also. Second, my rights as a customer were humiliated, which is not acceptable whatsoever. At that point, I demand my refund in a acceptable form (either monetary or coupon) to be initiated asap because I am completely disappointed by the unprofessional work your company offered to me.

I have a booking at hotel Lemon tree premier Dwarka Booking ID:[protected].Arrival:30/11/2022,Departure :02/12/2022.

Due to medical emergency myself and my spouse are not in a position to travel.

Altough I have made full payment at the time of booking THB 1189.07 dt 20/10/2022.Now requesting to cancell my booking and refund the same to my original mode of payment due medical emergency.I can produce medical prescription for your reference. On contacting hotel management at Dwarka on phone,they have instructed me to contact your travel agent for refund.

kindly resolve my issue at earliest else forward this request to appropiate authority for resolution.

The Agoda

SUBJECT: RAMADA by WYNDHAM ISTANBUL HOTEL BOOKING – REF# [protected]

Dear sir,

Yesterday at about 22:50 Pakistan Time, I was searing suitable hotel in Istanbul through Agoda App for my trip from 29th Nov to 2nd Dec, 2022 when Ramada Hotel flash, I click to know the details of said hotel. Unfortunately, my thumb clicks the button of book. As my debit card already saved in the app, within second, Rs.75,212.89 (US$ 334) charged from my account for booking of 20th to 22nd Nov, 2022. This is very unfortunate for me. Neither any permission nor any OPTP password sent to me for confirmation of my intention of booking. I am still in Pakistan

I immediately sent a message through your application; you can confirm from your record. I called the Ramada Hotel at 23:19 Pakistan time. They asked me to call in morning time. Later on, till this time, I sent different messages from time to time through App, Facebook, Email but you failed to reply even a single message. This is very much disappointing / unfortunate for me and for a multinational company like Agoda.

My contention is based on the following grounds:

1) I am still in Pakistan and have confirmed booking of 29th April on PIA Flight PK-707.

2) The hotel booking on a "single click" done mistakenly.

3) Hotel booking of 20th Nov, 2022 is being done at 22:50 Pak Time when whole day as per law, is being closed.

4) No confirmation or OPTP Password sent to me.

5) I did not stay in hotel.

In view of the above, it is requested that said amount may kindly be refunded to me immediately in my account. Due to nice cooperation and prompt response of Ramada Hotel, Taksim, Istanbul, me and my wife that decided that we shall stay there from 29th November to 2nd December, 2022 for booking of hotel and option is available at your App for 3 nights stay with Rs.30,630/-

Thanks and Best Regards,

Muhammad Babar Ikram

[protected]@gmail.com

Cell No.[protected]

C.C.

i. The Ramada by Wyndham Istanbul Taksim. Thanks for Nice Cooperation.

ii. The Expedia.

Hi,

My name is Maria Nahlik, I made a hotel reseration with Agoda - booking ID [protected].

I did have an unexpected event which made my trip impossible - and, despite the fact that my reservation is non-refundable - I found on Agoda's website a process that does provide the possibility to cancel/refund a reservation IF THE PROPERY AGREES.

This is a perfectly clearly defined process, the steps for cancellation - despite the non-refundable nature - are clearly stated and available on Agoda's website.

I do place this complaint because the behaviour of Agoda was below any ethical standard. Not only did they not process my request, but they continuously lied about their actions and invoked repeatedly untrue reasons in order to refuse the refund.

Here is the sequence of events:

1) As I said above, I made a non-refundable reservation (booking ID [protected]), and, due to an unexpected medical condition, I was obliged to cancel soon after this.

2) On Agoda's website, there is an option to apply for cancellation even if the reservation has been non-refundable; however, in this case, the refund DEPENDS ON THE PROPERTY'S CONSENT. At a short time after I placed my request, Agoda answered that 'the property refused the cancellaion'. I talked to the hotel by phone, Agoda NEVER sent an inquiry. In other words, the answer from Agoda to me was a pure lie.

3) Still hoping that it was only a glitch in their system, I repeated step 2. I got the same mail, stating that the property declined the cancellation. I checked again with the hotel, this was again not true. They never contacted the hotel, but denied the refund in the name of the hotel - this was - again - a lie.

4) I called Agoda's customer service and explained that due to unexpected circumstances, I need to cancel. The customer service rep stated again, clealry, that there is NO PROBLEM, she will contact the hotel, and if the hotel agrees, Agoda will cancel. After a while I called the hotel again - nobody from Agoda contacted them, but I received again a refusal to cancel from Agoda invoking the same lie. At this point, I did realise that the business practice of Agoda is of an unacceptably low ethical quality.

5) So, as a last resort, I forwarded them (Agoda) directly the email from the hotel, WITH THE CLEAR CONSENT OF THE HOTEL to cancel.

Instead of proceeding according to their own processes and according to their thrice committed action, Agoda did not hold their promise again. Moreover, they did try a different route to avoid the cancellation, by asking for a complex medical documentation. This - despite the whole history above, where a medical certificate was never mentioned. And, as we know by now, a medical condition is NOT a condition to cancel, since the hotel DID agree to the cancellation.

Agoda may assume at this point that I will give up and swallow hard. And, given that I just was diagnosed with a tumor - no, I decided not to leave things simply unresolved. Their behaviour is much too revolting. Sorry to be blunt: only thieves develop this smooth skill to deceive and mislead.

To recap:

(a) the process of cancellation of Agoda is defined as possible even in the case of non-refundable reservations; however with the condition of a consent from the hotel. (in this case NOT conditioned by a medical certificate). Since they are not respecting this process, they either lie about the process, or refuse to follow it.

b) they are stating untrue facts - namely that they did contact the hotel for a confirmation, which they never did.

I kindly ask you to review this situation, help with the refund of my reservation, and - hopefully - influence (clean up) the business practices of Agoda.

Best Regards,

Maria Nahlik

Booking ID [protected], reference ID [protected]. When I arrived at 'The Alana Yogyakarta Hotel' on Nov 18th around 5pm, receptionist told me that there was a mistake in the type of room that they prepared for me. Instead of Executive Suite room that I have booked, they have prepared Executive Club room. They explained that the mistake was due to the miscoordination between Agoda and MS Holiday. The manager on duty arrogantly rejected my explanations although I have showed him that Agoda has confrmed my Executive Suite Room. Since I have drove 5 hrs by car, I'm tired and I needed to be on important webinar meeting within 1 hour, I decided to move to another hotel and decided to file a complaint by phone to Agoda. An hour later, I noticed that my booking was cancelled and refunded without my confirmation. The refund was not my decission and not my aim, but I need to know where the problem lies as this never happened to me with Agoda. As a customer, I never know MS Holiday, all I know is Agoda and Alana Hotel in this case. Therefore, pls explain where the problem lies and how my experience may technically happened, and how to prevent that happening again in the future. Thank you

OYO 343 Wanna Marine, Phuket, Thailand

Paid for 2 night room on agoda, upon arrival we immediately knew it was a shady establishment. The lady behind the counter insisted that we had not paid yet my booking confirmation was clear that we had paid and confirmed a 2 night stay. The confirmation said no chance of refund and the lady was saying they had no rooms. So I decided to pull my phone out and take a video to back my story up for when I wanted to take action via agoda customer service. As soon as I started filming she starting claiming that this was infact not oyo wanna marine hotel and that she did have rooms for us. Than she calls over this big dude who was telling me no problem no problem just pay for another room with us. So of course I was frustrated, I began to say “I do not want to stay here, im leaving, your scamming me” and than the big dude chased us out yelling he was going to cut my tourist head off.

Absolute worst experience with hotel in my life and I would recommend to anyone to stay as far as you can from this scam artist, and there ridiculous management.

I also still have the video of her lying to us if needed I can send to anyone who wants to see it.

Hi

can you check my 2 bookings

[protected]- how come you automatically deduct from my credit card & it say no cancellation or changes can be done.When I made my booking I see to it that I can change the dates or cancel which I think as an option.

same with my other booking [protected] same thing you deducted the amount automatically. Is this a scam ?

I booked a double standard room with Agoda but not a double standard room with share bathroom!

now they gave me a double standard room with shared bathroom. this is disgusting!

You can see the attachment and you will know what I am saying. The attachment down there show the conversation of me and the customer service and they did admit they do wrong.

I made reservation for hotel in Bali. Where, from the beginning, Agoda was guaranteeing the price in IDR currency, and total costs were also specified by the app.

Price: IDR 18 602 217

It was also written clearly that I will be charged in equivalent of mentioned amount in EUR.

However, Agoda add their own commission for this and charge me extra 148 euro.

They told me that Bloomberg exchange rate was used to proceed my payment. EUR/IDR

So I checked Bloomberg data from day of payment - 8.11.2022 and made recalculation of Equivalent amount

Price: IDR 18 602 217 (price guranteed by Agoda).

1Euro = 15668 IDR (Bloomberg data 8.11.2022)

XEuro = 18 602 217 IDR

X = 1187,3 Euro - total amount to pay for booking

However, Agoda charged me 1334 euro.

Agoda is trying to play the games that EUR/IDR rate has change since the day of booking. But Rate of EUR/IDR almost didn’t change from June 2022 - month of reservation till the day of payment. (FYI: Euro is major currency, and movement of the EUR/IDR pair from last months was equal to 500 pips - it’s approx. 0.03 euro.

To sum up: Agoda is not using hidden exchange commissions which are topping up their business.

Hi there,

I hope this message finds you well.

I showed up to HI NY on Thursday night October 13, 2022 as per my reservation. Upon arrival I was told that the room booked was not only NOT a private room but a dormitory room and that also I had apparently booked (I didn’t!) a bed in a male dorm room. Since I’m a woman the hostel would not allow me to stay in the male dorm. 

Then the receptionist said she couldn’t do anything for me since the whole hostel was booked. It’s Thursday night around 7pm, I’m in a foreign country in a big city I’ve never been to and I’m supposed to find a place to stay on a tight budget. 

And she also said that HI couldn’t do anything about this booking and that I would have to see with Agoda about cancellation and refund.

First of all, I didn’t book a bed in a male dormitory as I would not want that for myself. Furthermore, when I made this reservation I was led to believe by Agoda that this was a private room. I remember very well seeing on the Agoda site which said : Private, no dormitory available. That’s the reason why I made this reservation. There’s no way I would have paid 150$CAD a night (593,70$ for 4 nights) for a bed in a dorm. I would have continued searching for something else rather than pay that much for only a bed in a dormitory. Then the reservation said : Room type : Room assigned on arrival. This was clearly a private room I was booking.

So, imagine my astonishment when the receptionist said to me that not only it wasn’t a private room but it was a bed in a male dorm. How could this be possible! 

I asked the receptionist if this happens sometimes ans she replied that yes, it does happen often. Is anybody doing anything about this situation? When I got back in line at HI NYC, the same scenario was happening to two different people in front of me. They were also told that they had booked a bed in a male dorm... and that they couldn't do anything about it.

When I made this reservation I was well aware that it was final, that I could’t receive a refund in the case that I would have to cancel my trip to NY. That was fine by me as I was sure to go anyway. Which I did! But, there’s no way I could have imagine such a nonsense scenario! I was mislead by thinking I had booked a private room and surely I would have understood something was wrong if it would have said anywhere that this was a male room, which was not the case.

I have been trying to get a full refund from Agoda with no success. I'm constantly faced with the same automated response that HI NY Hostel is unable to honor the request due to booking's cancellation policy.

The thing is, I never cancelled anything nor did I want to cancel my booking. I showed up to get my room but HI NY and Agoda were not able to hold their end of booking.

It is impossible to receive a straight and truthful answer, one that makes sense on why nobody will allow a full refund.

I not only never got to sleep there, but also had to deal with the stress to find another accommodation and pay for it. This money is not Agoda to claim as I never received paid service and I am in no way responsible for this situation.

I also tried more than once to ask for some answer with HI NYC to no avail.

Booking ID : [protected]

Email address : [protected]@hotmail.com

Phone number : [protected]

Guest name : Melanie Boulet

Please let me know if you have questions

Thank you for your time and understanding

Melanie Boulet

1. I booked a Holiday at Ranthambore Tiger Inn Resortl for dates 20-22 Oct 20222 via a Travel Agency Agoda website with booking ID [protected] for Rs 29235.36 .The condition was that no charges will be levied if cancelled before 19 Oct 2022. During the booking I had to share my credit card details xxxx xxxx xxxx 1009 alongwith the CVV to the Agoda website.

2. I cancelled the booking on 17 Oct 2022 and the same was acknowledged by the Travel agency stating no charge was made and no refund due.

3. Despite the cancellation during the afternoon. a debit of Rs 28,890.64

occurred against my credit card occurred on 17 Oct 2022 at 10:52 pm ( SMS time ) and although I responded to stop the transaction with BLOCK 1009 to number [protected] on 18 Oct at 1:28 pm when I saw the message , but the transaction had already occurred. The bank confirmed that the amount was debited to Agoda.com

4. Since the website of Agoda website was the only place I had shared the necessary Credit Card details no other person or agency could undertake such a transaction. But Agoda has stated that the amount charged and refund due as both Rs 0.00 . This means the transaction was done but denied by Agoda or it must be done by some person who has access to Agoda agency data base.

5. My request is for Agoda to return my wrongly debited amount. I had disabled my compromised Credit Card account but it can be credited to my Phone Pe account ( in India ) in UPI ID kimslick.[protected]@okicici or I will be glad to share my bank account whenever contacted through my email kimslick.[protected]@gmail.com

Ng Kim Tonsing

Each and every step from the moment of our arrival were accompanied by a bigger and bigger shock and disappointment.

First impressions from the hotel were ruined by the very purely maintained territory. Everywhere around we could see fallen uncleanned leaves and tree's branches. The whole picture made an impression that the hotel is abandoned for many years and we are the only people here.

Instead of welcoming receptionist we were met by the only security (as no one were presented by the reception) who could barely explain anything due to lack of English.

Getting to the condition of the room...

First of all, security couldn't open the door from the first time.

We were promised the room with the ocean view, however it is very difficult to call "ocean" the swamp we saw. The room itself is very old and in a very bad condition. The AC is old and noisy, on the ceiling there is huge yellow leakage stane, the shower is rusty and leaking, no hot water, the water pressure barely allows you to clean yourself.

Because of the "ocean" outside, the room smells like rotten eggs.

I shall mention that instead of having proper rest after more than 24 hours being on the way and having so deserved vacation, we are forced to struggle in such conditions.

I booked a room on line for a twin room on the 5th November for 9th for two people.

i have been charged for the same night twice, confirmed by bank for a total of $288.00.

Booking ID as follows - [protected] - ID - [protected]

Transaction - Sat 5th November 11.16am - 11.17am AWST.

I would like to cancel both as due to this error l have cancelled my journey to Brisbane, l can no longer afford my trip away.

l would like confirmation on due process as l have tried to get in touch by phone with no success.

Please refund my money, l be waiting for a reply soon, Thankyou.

Dear Madam/Sir,

1. I have cancelled my Taj Banjara Hotel, Hyderabad, room booking vide Cancelled Agoda Booking ID757988213 Check-in September 23, 2002.

2. Though it has been incorporated in the cancellation confirmation intimation email that the refund will be made within 10-15 business days, the amount has NOT yet been credited into my bank account.

3. In view of the above, you are requested to do the needful to refund my amount FOTHWITH, please.

4. Please acknowledge receipt.

With Sincere Regards.

COL GOPAKUMAR P (VTN), MA, MBA, PGDM.

Subject: Fwd: Cancelled Agoda Booking ID [protected] Check-in September 09, 2022

---------- Forwarded message ---------

From: Agoda Customer Service

Date: Fri, Aug 5, 2022 at 4:28 PM

Subject: Cancelled Agoda Booking ID [protected] Check-in September 09, 2022

To:

Your booking has been successfully cancelled

We have confirmed the cancellation of your booking at *Deluxe Golden Horn

Sultanahmet Hotel*.

Your booking has been cancelled for free. Thank you for booking with Agoda.

Make another booking

Book another room

Cancellation details

Original booking amount:

USD 584.39

Cancellation fee for this booking:

USD 0.00

Your cancelled booking

Deluxe Golden Horn Sultanahmet Hotel

Binbirdirek Meydani Str. No:1, Istanbul, Turkey

Binbirdirek Meydani Sok. No:1, İstanbul, Türkiye

Booking ID

[protected]

Check in

Friday 09 September 2022 (after 13:00)

Check out

Wednesday 14 September 2022 (before 12:00)

Lead guest

Moipone Magomola

Reservation

1 x Deluxe Double/Twin Room

Need more information or support?

For more information regarding your booking, please visit My bookings.

Keep your booking reference number [protected] handy and within reach. You’ll

need it if you would like to contact our customer support.

Quickly find out how you can manage your booking online in our content rich

FAQ library.

Browse our FAQ for quick answers

This email was sent by: Agoda Company Pte. Ltd., 30 Cecil Street,

Prudential Tower #19-08, Singapore, 049712

Inspite of the confirmation of my cancellation, Agoda is reluctant to refund me. I have sent numerous correspondence in this regard, producing communication between me and your company to no avail.

I trust that I will get assistance from this email.

Painfully in distress,

Moipone Magomola

Our stay at Motel Punt 14 have been rejected. According to the policy of the hotel as stated by the hotel personnel, children are not allowed, which is not mentioned on the agoda website. On the contrary, hotel policy on agoda website states that "all children are welcome". This was something I have especially checked when I make the reservation. 

On September 21st, I travelled all the way to the motel with my wife and 3 year old daughter, where we were not allowed to stay. At midnight we ended up being homeless, spending the night on the benches of the Barcelona airport. I could not sleep just before an important meeting the next day and my daughter get sick.

I should stress the fact that this inconvenience happened primarily because of the incorrect information on the Agoda website entirely against the property policy. The property allowed a free cancellation but this did not necessarily change the fact that we ended up going back and forth to the hotel, wasting lots of precious time, and spending the night on the benches of the Barcelona airport. On top of that, I needed to pay for booking another place for the remainder of our stay, which cost me more than twice what I was supposed to pay for the hotel booking. Extra costs we needed to cover here turned our trip into a negatively unforgettable one. This is the first time I have experienced this and I'm requesting compensation for all of these inconveniences.

Viewed on line website , On arriving the condition of the Hotel did not match my expectation of what I saw online . Filthy Slum , The room was Dirty, Ceiling mould ,Even the curtains did not reach the full length of the window ,No where to stand to undress ,The bed was up against the wall and touching the wardrobe See from the pictures attached .I refused to stay in this hotel room and asked agoda for a refund but they asked me to return to hotel saying they had changed room to find the next room in simular dirty filthy condition.

1) I understand fully well if points cannot be refunded due to our mistake or decision. But Agoda has once again allowed such mistakes to occur - hotel details were not accurate or updated... even emails not available etc.

These made difficult for customers to check with the property concerned. The recent issue I encountered with Baan Yuree hotel booked under Agoda - I tried to contact hotel but no success...or have to pay overseas charges (which is ridiculous to try) ...asked Agoda if you can contact the hotel for their email address or assist in conveying my concerns...but Agoda simply careless.

Also, it has not been easy to trace at first...Agoda reviews was short or unavailable on the hotels concerned...

2) In the end, I read reviews from other sources...and suspected some issues. So I finally contacted the hotel to clarify - this time I was lucky... managed to get a reply...a negative point that forced me to cancel the booking. How could Agoda allow such misinformation or outdated essential info to be continued to be posted by the hotel?

3) Another issue Agoda didn't resolve was the US$4 or $5 still owed to me. According to my booking, the agreed price was stated. But hotel says I had to pay the additional Booking.com fee incurred which is not shown in my price.

As I was already at the hotel with heavy luggage and car parked already, I had to pay the additional charges, hoping to resolve with Agoda when I got home. Agoda replied after I queried that they will investigate and come back to me - But till now since June, nothing happened...no replies in spite of several repeated queries sent to Agoda customer service.

V frustrating experience with all these recent bookings with Agoda!

Agoda standard of customer service or website updating has dropped v badly, I experienced.

Feedback

BY

Long time customer,

[protected]@hotmail.com

Hello my booking id: [protected]

Reference number: [protected]

I made a booking for Chic Capsule in Singapore and have chosen my selected capsule as lower bed. However, when I arrived at hotel the system has changed my bed to upper deck capsule. The system has automatically changed by bed which I never opted. On my Agoda app I can still see lower deck booking but on hotel side they see upper deck and some more charges.

I consider this is really incorrect and system issue. I faced lot of issue climbing upstairs and I really want it fully compensated now.

My email is: [protected]@gmail.com

Name: Rehan pasha