Agoda
Reviews and Complaints

I am writing this to complain the handling of your customer service regarding my booking #[protected]. I have received an email on 08Aug and claimed there is a rate error on my confirmed booking and need to change the rate to be higher rate instead; or else, my booking will be cancelled. I had confirmed with the rate change; however, I have received another email again for room rate amendment again. Whatever problem you have, it’s your problem , not mind. I do not know what kind of solution that the customer service is providing and what kind of service that they are providing. Through the communication, I have suggest your team to reply before they have solution or explanation regarding the exempted gov’ tax in Macau before waste my time. However, I got an answer from Lisa. O and asked me to check the confirmed booking statement about the tax. Which means she did not check anything before her reply. It’s wasting my time on the communication with the customer service team, and also on writing this complaint.

I checked my bank account that you double booked two hotels for me on same dates and

one is OYO and the other REDDOORZ and deducted $137.84 and $151.19 from my master card. I only booked REDDOORZ, so please make the correction, cancel the OYO and refund $137.84 to my account as I did not book OYO.

my name: Kam Hung Chiu

email : [protected]@gmail.com

I have a booking with Agoda for my stay at The Opera House Suites hotel, in 02 Trang Tien Alley, Hoan Kiem District, Hanoi, Vietnam from 03 Aug to 09 Aug 2022. However, upon check-in, I realized the hotel room (which is 401 and so-called Japanese room) is very small and weirdly designed. All of the photos are purportedly photoshoped. As I checked in quite late by around 9pm (3rd Aug 2022) after a long working day, I had no choice but to continue staying at this hotel for one night. At the moment of writing this complaint which is 9h30pm Vietnam time on the 4th Aug 2022, I have to cancel my stay at this hotel and could not claim back a part of my payment (which is paid by credit card on the 2nd Aug 2022) because the hotel said my payment was with Agoda, not directly with them. To all other customers, please beware of Agoda terrible product offerings. I doubt if Agoda ever checks if the hotel is good or bad, and just accepting and promoting low quality hotel like this Opera House Suites hotel with faslely photoshoped photos.

Regarding Reservation ID # [protected] from August 3rd to 6th (3 nights) in Terres de France - Appart'Hotel Quimper Bretagne, the published offer included Parking, which was the reason to select this and no other.

When I arrived to the place, the receptionist told me that there was no Parking available for today, and even more: that it would not be free when available, specifically costing 7€ per day.

In June, I made a reservation (Booking ID#: [protected]) to stay at Country Inn and Suites in Wausau, Wisconsin. The reservation was for six days, June 24-June 30. I left early in the morning on June 29 after only five days. I called Agoda a few days later to request a refund. They told me they would have to contact the property to confirm that I left early, and that once that was done, it would take about 30 days to refund my money. About a month later, I called to check the status of my refund and was told that they would have to contact the property. When I expressed disbelief that they had not contacted the property yet and asked why, I was told that they property was "unreachable." This is nonsense. Country Inn and Suites is in business, and they are certainly not unreachable. The customer care representative told me that she would contact the property and call or email me to confirm that the property responded with the required information. At this point, I have no confidence that she will do so, and therefore, I have decided to put my complaint in writing. Please respond promptly to this complaint.

I made a booking and when I get to the property they didn’t even know about it , when I contacted the property owner he send me to alternative accommodation opposite the property and they was a lady who actually stays there, and it was actually someone house full of clothes and even food in on the stove. The lady said I also got scammed like other

I booked from 30thJuly to 31st July at Hydro Apartment at 86 Grayston drive Sandton, and I arrived there at 3pm only to find out my booking ID they don’t have anyone like that confirmed

I think the agent is using a technicality of saying the property needs you to send an ID before you come so he only tell you when you are about to book and start apologising saying he didn’t have my email to contact me

I booked two rooms with Agoda at this Days Inn hotel and I just did it because your website said that the hotel had a free airport transfer. When I got to the hotel, I found out that they actually do not provide with such service. There were other hotels much cheaper that I would have stayed but I only choose this one because of the free airport transfer that you announce. Since the hotel does not provide with this service at all, I had to pay two Ubers to take me to the airport and also a high room rate that I would have not paid if I knew there wasn’t a free airport transfer.

Booked a hotel via agoda.com a few days back as website claiming best price and will match any price lower. It is Agoda best rate guarantee. Today, 24Jul22, just check from Agoda.com again and found rate even lower with exact details, date, time, hotel, room type and with breakfast.

Contacted customer service and said will match price but need to send via email. Did on same day, and Agoda reply as rejected due to policy on best price.

What a 'wonderful' reply from a well established travel com. If cannot promise best price, please remove all the claim and guarantee and not to mislead the customers .

Agoda ref [protected]

Booked a reservation for my grandson and his girlfriend with Southwest Hotels at the Hyatt Place Waikiki Beach on May 30, 2022, and was confirmed with booking #WD2FBCA. Arrival was for July 3, 2022. On June 29 I called Southwest Hotels to let them know my grandson’s girlfriend tested positive for COVID and I would like to rescheduled the hotel for arrival on July 31. My reservation was not rescheduled and Agoda dropped the ball. I called Hyatt Corporate office to find out what happened.

Below is string of emails to back up my complaint.

On 06/30/2022 1:01 PM Southwest Hotels Concierge wrote:

Thank you for contacting us.

In order to follow your request to change the dates for your reservation WD2FBCA for the hotel Hyatt Place Waikiki Beach. We need the positive lab results or an official document showing name, the date when the test was performed, the name of who performed the test, the hospital name or the facility where the test was performed. Can you reply to this email with the document, please?

Kind regards, 

Southwest Hotels Concierge 

[protected] (US & Canada) 

[protected] (International) 

ref:_00D1N2bGqL._5003l1ORvWh:ref

 

ref:_00D1N2bGqL._5003l1ORvWh:ref

---------- Original Message ----------

From: NOBERTA

To: Southwest Hotels Concierge

Date: 07/01/2022 7:53 AM

Subject: Re: A message from Southwest Hotels

Per your request, attached is COVID 19 results for my girlfriend who will be traveling with me to Hawaii.  Due to her illness, I requested hotel reservations be rescheduled to arriving July 31 and departing August 5.

 

--------------- Original Message ---------------

From: Southwest Hotels Concierge [[protected]@southwesthotels.com]

Sent: 7/11/2022 8:08 AM

To: [protected]@comcast.net

Subject: Re: A message from Southwest Hotels

Hi Noberta,

We hope this email finds you well. 

We apologize for the long wait for any updates to your reservation WD2FBCA for date change request. However, as of now, we still haven't received an update from our hotel partners. We will make sure to keep you updated as soon as we receive confirmation. 

Kind regards, 

Southwest Hotels Concierge 

[protected] (US & Canada) 

[protected] (International)

On 07/20/2022 5:47 AM Southwest Hotels Concierge wrote:

Our team has tried renegotiating with the property regarding your refund request. Unfortunately, they can no longer honor canceling the booking free of charge as it has been billed already and also because of the policy your reservation has.

Our deepest apologies if the result is not favorable on your side. 

Kind regards, 

Southwest Hotels Concierge 

[protected] (US & Canada) 

[protected] (International).

 

On 07/21/2022 2:25 PM Consumer Affairs wrote:

Thank you for your patience during this frustrating process.  I wanted to let you know that I have reached out to the Hyatt Place Waikiki on your behalf.  In speaking with the hotel, they had agreed to waive the fees upon receipt of the covid documentation by 2pm on 07/01/2022.  You submitted this information to Southwest Hotels at 7:53 am.  

That is where the ball dropped.  The information was never forwarded to the hotel by Agoda, who is the company Southwest used for the booking.  

Additionally, the hotel only charged one night room and tax, however, Agoda has kept your whole payment of $1981.96.  We have called Southwest Hotels twice through me and several times on your own.  They continue to hang up on us after a 15- minute hold.

Please let me know if I can assist in any other way.

Best regards,

Guest Care Support

I am a 71 year old grandmother who purchased this as a college graduation gift for my grandson and his girlfriend. It's not like I had $1981.96 laying around the house waiting for Agoda to steal it. It's unbelievable to know there are still company's that are so dishonest.

Shame on Agoda!

It's disheartening to book a place on your website and come to a new place with my family, and be left stranded, with no contact from the property owner, no information of us coming. When we went to the place, It was not a hotel, as suggested on the website, but a residence area, where the property owner has taken a few rooms and given on rent, to add to this, the property owner was not available, and we didn't know who to contact, since his email was unanswered and there was no contact from them.

The reason we book on Agoda, is because we trust your website and know that what you post on the website, is genuine. Below are the details and I would really want you to take strict action and return our payment back.

Look forward to hearing from you and helping me keep the trust level I have with Agoda over the years.

Hotel Details;

Aparthotel Orbi City

Batumi, Georgia

21 Jul - 23 Jul 2022

Booking ID: [protected]

Regards,

Nilesh

[protected]@hotmail.com

can you refund me back? i already paid the booking at agoda. after paid,,i got cancellation. can i get refund?

please email me back for your concern.

[protected]@gmail.com

i also attach the receipt.

thank you for your concern.

I booked a hotel in Singapore for an agreed rate of 325.00 but when I received the invoice I had been charged 476.00. I sent screen shots to them and they responded saying I had been charged the correct amount. I had other bookings reserved with them that I am going to cancel as I believe they are dishonest and will charge whatever they want.

I have included the screen shots below goths hotel in Changi Singapore

I booked a room via Agoda. The booking required me to pay the room charges at the property. As stated in my booking, total CAD248.15 including tax, but the property charged me CAD256.94.

I provided the bank statement on 26 June 22. The statement contain all the required info as mentioned in the Agoda email, such as:

1. The cardholder name

2. Bank logo

3. Last 4 digit of the credit card

4. Transaction date, amount and currency

But, Agoda customer service keep saying that I do not provide the sufficient info and unable to refund the extra charges to me. In addition, Agoda also did not mention the additional info that require from me. Despite I had provided the above info dated 25 June 22. But, I still received the same email content that ask me to provide the above 4 types of info again and again on my every follow up email.

We have make reservation for Tuna Hostel in Istanbul ( 2 adults and 2 children) ID number of reservation is [protected]. When we arrived in destination, nobody wasn't there, we have wait 3 hours with kids on the street. In the reservation it was that we will have room with 2 big beds, wi fi and parking, we have paid additional 300tl for parking due waiting. On the end, room which they showed to us it was in very very bed condition and located in basement, no windows, dirty bedsheets, no parking, no wi fi, full with moisture!

On same day on street was stay one more family's with kids which made reservation on same Tuna hostel. They make reservation true booking and booking return money to them. We didn't accept that conditions, which were completely different from what we booked. We went to another hostel.

Please help us with this situation, and organize money refund, since we have paid this hostel in advance 143.64 eur in advance

Waiting on your reply, thanks in advance

Ivana

It was very disappointing to book a hotel by Using Agoda.

They made me booked a room for Twice and of course paying twice as well. At the end, they still finding excuses to reject my request of getting refund.

At the first try to book the room, the unuseful system of Agoda popped up a message saying that I have entered an incorrect info of my card to do payment, Therefore I made the second try.

Later, I checked my bank acc and found out that they have charged me twice! I contacted their customer service and asked for refund only for one of the room I booked.

I clearly understand that the hotel I booked has "non-refundable policy", but the problem is that it was an system error that caused me to book twice. I wouldn't have made the second try if the message didn't pop up!

In the end, they still rejected my request yet asked me to choose a hotel with free cancellation option next time if I am unsure about my travel plan, isn't it funny?!

As mentioned a thousand times, I was very sure about my travel plan, it was their fault of getting me booking a same room for twice! But they just don't get it and taking the property policy as the excuse for them to reject my refunding request. What a joke!

If I accidentally made the booking because of my carelessness, then I will accept the excuse calmly. But now the problem is, I made second booking because of their system error!

I made a booking for the grande backpackers room advertised below because it did not mention shared or communal bathroom and paid more for this room for the private bathroom. When I arrived, I was informed that this room below that I booked does not exist. 

There is only 1 backpacker room with shared or communal bathroom as below which was priced below the room price I paid for.

This really came as a shock for me as I expected the room advertised & paid for to exist on arrival at the guest house. The advertisement was misleading and false.

I will never book via Agoda again.

Unhappy clients.

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

From: Agoda Customer Service

Date: Thu, Jul 7, 2022 at 1:36 PM

Subject: Confirmation for Booking ID # [protected] Check-in Thursday, 14 July 2022

To:

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

I booked for my a hotel in italy. Agoda is the partner for the booking i made but they refused to help necause if the issue i booked it as third party but when i call the property it is their name that reflect in the property… i asked then to send email to the property for the change of the date of my booking or call the property instead of cancelling the booking which they are unhelpful as well and they only say we cannot help because its a partner booking.. when i asked then to contact the partner company they refuse to do as well. They give no assistance at all

Hi I received a Email stating to pay a Deposit via Bank Transfer. May i check can i do a Upfront Cash or Card Deposit upon arrival check in as i do not have any Malaysia Bank Accounts.

No one ever response to this query, so far i have yet to done any Bank Transfer for all Agoda Bookings & lately there is too much Online Scam.

May i know what is Agoda doing & how come the service has drop drastically?

We had hotel reservations from June 16 thru June 19. On June 15 was admitted to the hospital with sepsis. Was in hospital until June 27. Almost died, obviously unable to travel.

Called Agoda customer service from the hospital on the 15th to cancel. Rep said cancellation is done but needs to contact hotel. While on hold the call was disconnected. When I was able to reach them a few days later they said they needed proof oh hospital stay. Send them discharged papers on June 28.

Many phone calls and emails back and forth and they are still insisting I’m not entitled to a refund. Refund policy on my Booking states

Cancellation Policy

Free Cancellation

Until 11 Jun 11:59 PM Oceanside (CA) time

Partially Refundable

Until 15 Jun 11:59 PM Oceanside (CA) time

Non-Refundable

From 16 Jun 12:00 AM Oceanside (CA) time

Important Information

Risk-free booking! You can cancel until June 11, 2022 and pay nothing!

Any cancellation received within 4 days prior to the arrival date will incur a charge of 32% of the booking value.

I am entitled to a 68% refund! You would think under my circumstances that they would refund the whole amount, but they won’t even refund what I’m legally entitled.

Customer service is a joke. No help at all. They keep asking for the same information with no explanation on why they will not refund my money.

Will NEVER use this company again

I recently booked a room in Hotel 57 (Sydney) thru Agoda. The booking was for 3 people but when we arrived we were advised that we would have to pay extra for the 3rd person despite the booking confirmation paperwork clearly indicating the booking was for 3 people. The hotel eventually gave us a 3 person room at the original price but were adamant that they had not made a mistake and that I should have read the "fine print". This is the second time this has happened with an Agoda booking and if the hotel's advice is correct we will not be using Agoda again as you dont know what the actual price will be until you check in. Never had this problem with any other booking service.

Apart from the inconvenience of having to have an extended argument with the hotel management after a long day of travelling we were lucky to get a room at all as he hotel only had one 3 person room left when we arrived.

I can provide you with a copy of the hotel's written justification as to why they believe they didnt make a mistake with the booking if you wish