Agoda
Reviews and Complaints

Confirmation for Booking ID # [protected] Check-in Monday, 12 September 2022

Bahaa Mayah

Mon, Sep 12, 4:33 PM (2 days ago)

to Agoda

Good afternoon,

I was at the hotel and they refused to check me in, they said I have no booking and I have to contact Agoda, this was very much dis appointing to me.

I had to go to another hotel with so much inconveniences.

Can you let me know why this has happened and refund me my money? As well as the taxi expenses.

Awaiting your reply

BAHAA Ahmed

On Fri, 9 Sep 2022 at 11:58 Agoda Customer Service wrote:

Your booking is now confirmed!

Hi bahaa ahmed hasim,

For reference, your booking ID is [protected]. To view, cancel, or modify your booking, use our easy self service.

My bookings

Oz Hotels Antalya Hotel Resort & Spa

Since July 12th, we've sent over a dozen emails, with only canned email responses linking to their generic support site. Phone reps tell us to email and there is no way to escalate an issue or speak with a supervisor. To date, we have received over six guest bookings and have received $0 in compensation. The fact that no one can give an answer makes this seem truly fraudulent and the fact that we've been 'disconnected' 4X seems to confirm that notion. We are currently at a $1590 loss and can't get any support.

I booked hotel rooms through agoda in Treebo Trip Umayal Home Stay, Kanyakumarai. Due to personal reason i cancelled the rooms. As per the policy they should return the refund. I raised many request but still there is no proper response from agoda and hotel management. I had written many mails to agoda, still no proper response to refund. I had sent the required payment receipt also. Both are pointing each other. Let us take some steps to get my money back. Thank you.

We booked a room for threes nights at $176.85 / night but were charged $1018.98. On arrival we discovered that Agoda had only booked us for two nights despite our confirmation showing three nights. So we paid the hotel a further $186.46 for the third night. We have now sent 7 emails to Agoda customer service on this issue asking for a refund, but they just stonewall us.

Booking ID [protected]

Arrival: September 2, 2022

Departure: September 10, 2022

When I arrive to the Property on September 2, 2022 late at night, It's close operation so I book other cheapest Property available at that time still using Agoda (Booking ID [protected]). Agoda Costumer Service already agree to refund as below :

1. Full refund Booking ID [protected]

2. Cost deference to the new Property

3. Transportation cost to the new Property

Now Agoda change the refund only as below :

1. Full refund Booking ID [protected]

2. 10% compensation of Booking ID [protected].

I hope Agoda still fullfill what already agreed. Thank you.

I make call to change date 11/09/22 true by call hotel, the hotel operator said YES/OK and he ask the date when to change! When i come today 12/09/22 i can not enter the hotel! Below have picture date and time when i call.

My account number

MAYBANK

MOHD FAIZAL HUSSAIN BIN MOKHTAR HUSSAIN

[protected]

EMAIL:

[protected]@gmail.com

I had made a double booking on 9th Sep 2022, one without breakfast (ID No. [protected]) and another one with breakfast ([protected]). Less than 30mins I want to cancel the 1st booking. I contacted Agoda via apps, they sent email saying Hotel has denied my request. Attached the screenshot of Agoda's email.

However, when I contacted the Hotel, I was informed they did not receive any request from Agoda Customer Support. Attached screenshot of Hotel's reply to my request.

HELP!

This refers to BID [protected]. Because of a technical issue during online booking, 4 bookings were made instead of ONE. I am happy that the other unintended three bookings have been resolved with full refunds. For this particular booking, I have communicated with numerous service staff and each time the answer calls for my patience and understanding. This is being repeated time and again with no definite deadline on sight to resolve issue despite the fact that the hotel staff (Ms Wilasinee) had told me personally that cancellation fee waiver has been approved on 5 Sep 22.

I was told that you are waiting for your partner to respond, but this has nothing to do with the client. Please consider an immediate full refund even while you pursue the matter with your partner (that may drag on indefinitely). The reasons for immediate refund are as follows:

1 Overbooking was the result of technical problem (Agoda's , problem)

2 The hotel has approved cancellation fee waiver.

3. The problem between Agoda and your partner has nothing to do with the client

Hope I am able to get a satisfactory answer via this channel of communication.

Thanks

I made a reservation for a hotel through Agoda, but I accidentally selected the date one month later. When I went to the hotel, I was informed that I had chosen the wrong date, so I canceled the reservation and requested a refund. They confiscated the entire hotel fee, as there was information that the reservation I made on Agoda was non-refundable. I will no longer be able to stay at the hotel as I have canceled the reservation. I sent an e-mail to the site, but got an e-mail that the money will not be refunded. I'm calling out to the site officials from here, why don't you return my money I paid for exactly one month later? Can't this room be resold in a month? I cancel the reservation and that room can be resold. From this situation, the Hotel is profitable, agoda is profitable and why am I the only one who suffers? Give my money back! [protected]

,no mention of this in the booking,so here we sit with 2 hot children and no pool,witch was the reason we booked this hotell, the hotell upgraded our room but still no swimming for us or the children. the hotel say that they have informed Agoda about this aprox 1 month ago, so why is there no info about this and how can we be compensated.

brgds Somphane Chanthalangsy.

[protected]@hotmail.com

I have had a very similar experience of many of those above. I am currently working on some kind of resolution and being refunded my full amount paid to them.

At time of my booking, Agoda stated by the booking room that no payment was due at the time of booking and that is was a refundable room booking. I know I did not choose a non - refundable option when I booked it as I knew my plans may change and so wanted to not be locked in. Then when I cancelled it via their website it stayed it was cancelled but that I would not be refunded the money they charged at time of booking (that stated no payment due at time of booking) but stayed that I would not get any of my close to $300 back because it was non-refundable. I was given the same line as others - that the hotel had been the one charging this and not offering a refund so they would try to help and get it refunded. I insisted they make that call while I was put on hold. They then got back to me a few minutes later and said they called 3 times and no one would answer the phone and so they would send me an email after they got a hold of the hotel and received a response.

I then personally called the hotel directly myself and got a hold of the manager and asked him about this and he said he did not charge me anything and did not even have payment info on me, and in fact, he had no reservation under my name at all. He reiterated that their policy is refundable if before 24 hours and that what Agoda was telling me was inaccurate, which made more sense since the charges came through as a payment made to Agoda not the hotel. I will not be scammed like this and am going to fight this through my credit card company. If I am not refunded, then I may consider suing them and offering others the chance to do so through a class action lawsuit as it appears they are doing the same thing to many people and getting away with it. This is just not acceptable at all. Many of us are already struggling financially and trying to make ends meet with rising costs everywhere. $300 is a lot to throw away. This company needs to be stopped from doing this to people.

Received this email on 6th Sep 2022,up to date haven't get refund.

We have processed your AgodaCash refund. You will receive USD 23.04 AgodaCash in your AgodaCash wallet in the next 5-10 minutes.

You can use it to book any eligible property on Agoda within 6 months from the date of issue. Your actual stay period may be for any time that is available at the time of booking.

This is the firsttime I have had a bad experience about booking from you.

Due to tecnical problem I did not arrive to Thailand Suwarma bumi Airport, the 5 september. I then took a cab to Pattaya. I had booking for to stay at the Base for 22 night. When I arrived to th Base and shoving my booking confirmation I was stopped at the gate by the security. Because of there was no name of the owner and no telefonnumber so I could give a call. Then I contacted your call center. And after many calls there was one who gave my a number I could call ([protected] the owner) and at the same time he would send an e-mail to the owner. I then tried to call the owner many times, at least 15 times! This took a couple of hours and I was really tired after to have been flying for 12 hours without sleeping! I never did get contact with the owner. But luckily for me there was a kind person have helped me to find another condo at the Base because I did not have internet. And by the way I still have not recieved any e-mail from the owner.

I booked my stay for Hanza Hotel Riga through Agoda - it was not until standing at reception checking in that I found out that there would be no hot water for my second nights stay. (05 Sep 3pm - 06 Sep 10am). After complaining to the receptionist stating that they should have contacted me prior to check in regarding the no hot water situation, (as there is no way I’d book somewhere that I can’t have a hot shower) they advised they had sent an email to the email address that Agoda provided for the booking - which I never received! Of course I couldn’t cancel on check in or get compensation due to they had a already advised a week before hand - plus I don’t have the cash to book somewhere else and not get a refund. I would appreciate a full refund of the night stay that I have been without hot water - due to if I had of received the email I would have canceled the booking and booked somewhere else.

On 3/9/2022 around 550pm, i booked a room for 1 night stay at ARK Malacca Hotel, paid RM138.15 via debit online. (Booking id [protected]). I arrived at the hotel around 1045pm, and was told by the owner (an indian guy) that my room is not available. He said there was error in the system and i need to settle with the system. He doesnt want to be responsible to it.

I would like to express my utter disappointment in the poor customer service that I have received from Agoda Customer Experience Group. I have booked a hotel + flight package for a dec trip, it has been stated that the hotel allows full refund and free cancellation before 13th November. I have cancelled my hotel on the same day 3/09/2022, but have been refunded a partial amount as I am told that I have to pay for additional taxes. I have requested for some help via the Agoda app and multiple customer service staff have responded to my email in overlapping conversations.

If that is not worse, the tone of the email is certainly not the most ideal. I do not appreciate that the documents of receipts and screenshots that I have provided to assist them for the investigation have not been thoroughly looked through before responding, one staff in particular, going by the name of Mavendra was extremely rude in his email, and stated that my claims were "nowhere to be found" when in fact I have the exact email confirmation from scoot and agoda itself. A simple cancellation was requested but unable to adhere for. I will not do bookings with agoda in future to avoid such disappointments.

I am having a terrible issue with Agoda service in Vietnam, because I checked-in at the midnight, but the hotel denied me as no any booking under my name and invalid booking number was provided by Agoda.

I contacted its hotline right after I got the rejection, but no solution, then I must stayed in my car for the whole night due to no any accommodations available due to a long holiday in my country.

Agoda Booking ID [protected] Check in September 1, 2022.

My phone: +[protected]

I booked a 2 nights hotel stay on booking it says 2 nights, then you sneak in print further down 2 days 4 hours only

You don’t put 2 nights when it’s 4 hours day use only

I booked splendid hotel spa Vietnam

The staff didn’t charge me but it cost a lot in taxi fairs and trying to find another place to stay, short notice, your app refuses to let anyone in to complain

Your app is deleted from here, and everyone I no will here about this

Agoda Booking id [protected]

i booked it for 2 adults and 2 kids. Attached screenshots for your reference.

At the time of check out, it was showing only 2 adults, for which i contacted Agoda Chat support team, they told me that i should proceed with the booking as it is the system errot and they will inform hotel to add 2 kids in my booking. I again reconfirmed with that it is non refundable booking and if there are any additional charges at the property, Agoda will be responsible for which they send me the kids policy of 3-11 years free and told me to proceed. You can check the attached screen shots of my conversation with Agoda Customer support team. Based on the assurance and confirmation from Agoda team, i proceeded and paid for the booking.

After booking, i got confirmation for only 2 adults, whereas, i made a booking of 2 adults plus 2 kids, i requested Agoda team to add my 2 kids as per their early commitment, to which they replied that supplier cannot ammend the booking, however, they send me email that my kids can stay for free. Attached is the screenshot of email i received from Agoda

Booking is non-amendable if you give the correct booking which i opted for, else it is purely a cheating on your part.

Even yesterday, your agent told me that as per hotel policy my kids can check in for free if i use existing bedding which is acceptable for me also

I checked personally with hotel today for which they told me clearly that my booking is for 2 adults only and kids above 3 years will be charged separately at the time of check in. Hence, kindly please sort out this issue rather than again misguiding me that kids under 11 years can check in for free.

Today i got email that i need to pay separately for kids.

Hence, since i was cheated by their team either they should amend booking or give compensation for additional charges.

Attached screenshots of my bookings as well as my conversation with Agoda team.

Already i have received message several time from your team that we will check with supplier and after this you message me that supplier has refused. Kindly please give me the booking options i opted for and your team reconfirm it, else refund my money.

Kindly please give solution of it since from last 4 days i am coordinating with you and same reply i am getting everytime and Agoda has really put me in big stress

August 5th,2022, I booked an online hotel reservation thru Agoda using my debit card. After the charge went thru I canceled the booking but customer service said it takes about 30 days to process the refund which is contradictory to general information that it only takes 2-3 days. Also, we have been in contact with our bank and they still don't see refund initiation from Agoda.