Agoda
Reviews and Complaints

I booked direct through agoda, i checked in today 10/7/2022 and my room type was king size bed but when arrived to the hotel they told me your reservation is twin bed and we are sorry there is no available rooms for king size bed, I called agoda customer service but they didn't solve there mistake and thy are not helpful.

Booking ID [protected] Your booking is paid and confirmed.

I been booking this property for 9/6/22-11/6/22, rooms rate is charged but not further instruction for check, and I force to book another room, can I have the refund for this transaction.

Chee Chai Sian

I would like to change the dates of my flights that are confirmed. I have tried three different numbers and no answer.

OUTBOUND BOOKING ID: [protected]

RETURN BOOKING ID: [protected]

My wife got a really (i mean really)nice promo on the website for a 5 star hotel in Bali, Kempinski in Nusa Dua. Its for a date 4 months from now. She received a confirmation and everything seemed in order. So far so good, she thought to have a nice surprise for our daughter and me. Almost a week later she got a message : 'We are sorry to inform you the hotel cannot provide us the room. sorry,sorry, 1000X excuses' After checking the Agoda website, the exact room still can be booked for the period she choose before. It already started to become a little stinky then...

The email continued:

You have 2 options.

1: Cancel directly and receive USD 130 AgodaCash for your next booking

2: Respond to this email in 48 hrs. if you would like us to look for an alternative.

My wife obviously choose for option 2 because there are a lot of good alternatives on their website for the desired period. After about 15 minutes we got a response:

'Thank you for your trust etc. Rest assured, we will find an alternative. '

One hour later, the next email arrived:

'Thank you for your patience. We have contacted the property and confirmed its fully booked' (NOT true).

'We have tried our best (makes me wonder about their worst) to search for alternatives but unfortunately there are no accomodations matching your original dates' (NOT true, so by then i had to open the window because for me, as a Contactcenter manager, the stink became unbearable) 'We would like to cancel, offer a refund and provide 1 night additional value USD 130 AgodaCash

on June 4th i arrived at the hotel Comfort inn-Carrier circle in Syracuse, NY only to be told that i did not have a reservation. i booked through Agoda and had a reservation number and everything but the hotel said it wasn't any good and that the reservation had been cancelled! I NEVER received anything else from Agoda. my reservation was through them and if there was a problem with my credit card Agoda should have notified me ! I will never use this company again! i don't think they know what they are doing!

And because the hotel was completely booked and there were no rooms available anywhere in town and i had to drive two hours to get a room and paid almost double the price.

Agoda Booking ID [protected]

I made a flight booking last year (May'21) from Dubai to Chennai (India) and immediately cancelled my trip and contacted Agoda for cancellation & refund (almost a month before the scheduled flight).

It's more than one year now and have been following up with Agoda customer care regarding my refund request.

So many time I called Agoda and emailed them regarding this matter and the only response I'm getting back is "we're following up with the supplier, and refund in progress".

Don't really know whom to escalate / contact regarding this matter. Please advise.

I have been complaining regarding the property (the given property is no longer open for customer) since yesterday but there is no respond/ reply from agoda. The given property number was no longer active. Unfortunately i have paid with the full amount RM 630.00. Need you to refund my money since i did not stay at the property.

Property : Waris Residency KLCC ( 1 bedroom apartment)

Booking ID : [protected]

Duration stay : 1 night (Sun: 5.06.2022 - Mon: 6.06.2022)

Attached herewith the proof of payment and conversation with the non-active agent.

Hi Agoda team, I m on behalf of my friend to make a complaint. My friend said: I have regretted to inform you I didn't stay the hotel as the room condition was too terrible dirty .The floor, bedsheet, n the bathroom as well. Moreover the room had a very bad smell that I couldn't stay in. As u mentioned before I cannot get back my refund, I just forced to leave the hotel. I m pretty disappointed my last night experience.. Today I made a complaint is to inform you that they didn't maintain their cleanliness & hygiene. After I made complaint to the front desk, firstly he changed room to me. Second room, still dirty. The staff tried to clean the bathroom, just using the bidet to flush the floor. Worstly, he used bath towel to wipe the bathroom floor. It's expremely dirty when I saw it. Really spoilt my night. How can they claimed 3 ⭐️ ⭐️⭐️Hotel?

I made a booking for Permai Rainforest Resort in Kuching, Malaysia through Agoda booking on the 11th of May 2022.

My Booking No is [protected]

The booking was for a 2 bedroom cabin from the 17th June 2022 till 20th June 2022. I paid a total of RM4807.89 (USD 1099.77) for it on the 11th of May 2022.

I called the resort earlier today to enquire about my room however was told that I was not booked in the resort itself.

I was then asked by the staff of Permai Rainforest Resort on how the booking was done.

I informed them that I had done the booking online and was told bookings done online was not valid as the resort had their own packages catered for those attending the Rainforest World Music Festival during this period. I was informed that this had already been conveyed to Agoda bookings. I was not informed about this

I then contacted Agoda twice today(4/6/2022) once at 8am and another at 12pm today.

The first time around I was informed that Agoda had tried to contact their Travel Partner but could not get through. They said they had sent an email and will get back to me as soon as possible.

The second time around I called to enquire about the status and was told that the travel partner could not be contacted and I would only be able to receive a reply within 24 to 48 hours.

This would be a problem as I would need to find accommodation for my stay in Kuching from 17th till 20th June and was told that accommodations are filling up very fast

I have made hotel booking through Agoda on 03 May 2022. Booking details as per below:

Hotel: Genting Resort Awana

Check- in Date: 07 May 2022

Check-out Date: 08 May 2022

Name: Low Sh*** P**

Payment method: Credit Card No. ending with ****6406

Email Address: [protected]@hotmail.com

After the booking, I did not received any booking confirmation from Agoda. So I have sent out an email to Customer Service Agoda & Biz.[protected]@agoda.com.

Customer Service Agoda replied: No booking found under the email address above.

Biz.en replied: No booking found under the email address & full name above.

Furthermore on the 05 May 2022, the Customer Service Agoda had contacted me at [protected] to further check on my booking.

Over the phone, the Customer Service Officer requested to get the 16 digits of my credit card number for his further checking. He was not found any booking on my credit card no. provided. He also advised me to make another booking. So, I have made another booking on 05 May 2022.

After that, I realized my credit card has been charged for the booking fees made on the 03 May 2022 which is RM 441.26 . The booking fees was charged to my credit card on 06 May 2022.

I have email to Customer Service Agoda to check for it & got the replied mentioned that there was a booking locate for me. whether it can be refunded or not need to depend on the Hotel.

I have called up to the Customer Service Agoda to ask for the refund status & Customer Service Officer told me that the refund was rejected by the hotel.

The problem was started from Customer Service Agoda. Agoda had informed customer that booking was not located. But when customer flash out the credit card statement, then Agoda told that they able to locate the booking.

I even had called the hotel personally to ask for the refund, the hotel mentioned the problem was made by the Customer Service Agoda, sure hotel would not give exceptional to refund the booking fees. Ask mentioned by the hotel's officer, the refund should ask back the Agoda.

How can the Customer Service Agoda had confirmed to customer that the booking was not successful without proper checking ? Now, even informed that the booking fees was not able to got refund from the hotel.

Meaning that Agoda provided the wrong information to customer but customer need to bear the cost.

Please look into my complaint & re-consider the outcome.

Appreciate your consideration.

Hello. I booked a hostel room in Singapore using the Agoda site. The property/Agoda took hold a total amount of 6,973.10 pesos. I cancelled on May 13th and was told to expect refund after 10-15 days. It hasn't returned yet. I'd like to have a refund. Thank you.

We had booking in the royal stay hotel and our friend visited the site for us. It was the most dirtiest and filthy hotel. We called agoda and told them the same and asked to cancel the booking as it was not as covid conditions a safe place to stay. But no one was willing to help and infact they counter question and make u feel like a lier. They charged us complete amount instead of refunding us as we did not stay there even for 5 mins and called in advance to cancel.

I made a booking through Agoda.com for January 2023 staying at the Angsana, Phuket, 5 nights 17th - 22nd

******************************************************

Booking Information

Reservation 1 room, 5 nights

Room type Laguna Poolside Room

Lead guest Michael Bendeaux

Occupancy 2 adults

Benefits Wi-Fi, Breakfast

Special request I'd like a non-smoking room, I'd like a large bed

All special requests are subject to availability upon arrival.

Angsana Laguna Phuket (SHA Extra Plus)

10 Moo 4 , Srisoonthorn Road,, Phuket, Thailand

Check in

Tuesday, January 17, 2023

(after 15:00)

Check out

Sunday, January 22, 2023

(before 12:00)

Your booking is paid and confirmed

1 room(s) x 5 night(s) GBP 877.36

TRAVEL2022 GBP -36.93

Total Charge GBP 840.43

Included : Taxes and fees GBP 138.85

Agoda price guarantee

**********************************************

I then checked the price with TravelRepublic.com

**********************************************

Angsana Laguna Phuket

Tue 17 Jan 2023 - Sun 22 Jan 2023 (5 nights)

Laguna Poolside Room

Bed and Breakfast

2 adults

• Free hotel cancellation before Sat 31 Dec 2022

________________________________________

Rooms total

£1,140.00

Discount

-£374.00

________________________________________

Admin Fee

£3.95

Deposits and balance payments include a £3.95 admin fee. More information

________________________________________

Total price

£769.95

You Pay Today

£15.00

________________________________________

Balance Remaining

£754.95

******************************************

I tried twice to get Agoda to refund the difference, they refunsed and their responses were:-

1) Booking is in conjunction with another promotion

2) We regret to inform you that we are unable to approve your claim, and no refund will be given.

I would also point out that the booking with Agoda was fully payable and non-refundable, not what I intended. The TravelRepublic involves a payment of £15 only, balance payable on stay and cancellation free up to 31st December

I booked a one-night-stay at this hotel, simply because it was listed in Agoda. But alas, Hotel Juliana is a shabby, cheap joint that has cockroach-infested dungeons they call “rooms”. The room I checked in had litter on the floor, bad smell camouflaged with insect repellent spray, and the moment I turned the lights on I could see the roaches running in to hiding. Complained to the front desk immediately and checked five more rooms on different floors – they too were the same. Horrible, just horrible. No crisp white linen, but stained, faded, dark-colour linen that hides all the secrets. This is a glorified pig sty; not suitable for human beings.

I demanded a refund – but of course they refused. I also called the Public Health Inspector and formally lodged a complaint – though I highly doubt if it would have any effect, being the “government” that is completely useless.

Upon checking out, I saw a notice on the reception counter that said “4-hours short stay package Rs 3,500 (Cash Only)” and it only means one this. This is a joint for hookers.

Please take this off Agoda listing – it would be a public service. This hotel being listed in your website is not good for your credibility.

Videos and pics can be shared upon request.

I had booked for two rooms stay by Agoda at OYO hotel Bayang brothers guests house in Yogyakarta, Indonesia .We reached at 0800hrs due to which we requested early check-in in atleast one room to freshen up. In the evening when we came back after visiting some places we told the owner that we will be checking out early as we had to catch a train at 0030hrs therefore to give the second room to freshen up.The owner asked for more money and denied giving the second room on the pretext that we took a room early.(This was not mentioned by him in the morning)

I'd paid for the booking deluxe suite room from agoda online and received booking ID number [protected]. But I couldn't check-in with this booking

ID because receptionist told me there is already full house and no more room! And I couldn't contact to those property (reason: the hotel you booked does not support contact).

We’re booked the hotel though agoda.com at11:53 pm by the time we’re arrived at the hotel and then the hotel’s staff told us that agoda .com didn’t send a confirmation email to the hotel so we couldn’t make check-in but we already done payment by credit card. We’re tried to contact agoda call centre to cancel booking. Agoda call center just told is this is non- refundable ! and the hotel staff wouldn’t allow us to stay

we’re been waiting for more than 2 hours

How do I suppose to do?!

Confirmation for Booking ID # [protected] Check-in Wednesday, 11 May 2022

Dear Sir/ madam,

I am extremely upset and disappointed at your service and would like to inform you that I will be taking this forward if I am not paid compensation for my distress and time loss as outlined below.

I made the following booking, (one room with an attached bathroom) well before my stay on the 11th May.

I called Selina Hotel a number of times during the day to tell them that I will be checking in around 7.30pm but no one answered. At 7pm someone answered and told me that Agoda had made a mistake in my booking and booked a dormitory of 8 persons and the hotel was fully booked. She asked me to call Agoda to rectify this mistake.

I called Agoda straightaway but the Customer service person told me that I have to sort this out with the hotel. The hotel categorically said that the booking they had was for Dormitory and it was Agoda's mistake.

I had to make another 4 calls to Agoda as some call centre workers cancelled my calls.

At about 8.30pm one call centre person(Nina) told me that my fee for Selina will be refunded, compensation awarded and new accommodation booked and that I had to wait for one hour.

I waited one hour but nothing happened and called again. The new call person did not know anything about the previous actions and had to start the process all over again. I had to call many times and write many emails to get a response.

This went on and on and all this time, I was out in the cold without my dinner, waiting for Agoda to find me alternative accommodation.

After many calls (more than 10) and being really distressed without having confirmed accommodation for the night, I was offered an alternative at about 11pm. It was 11.30pm when I arrived at the hotel extremely distressed. This is unacceptable.

1. I was hoping to check in at 7.30pm, and do some work for the next day. I was out in the cold till 11pm and checked in at 11.30pm, losing 3/4 hrs of my valuable time.

2. I had a taxi booked and was charged as I did not cancel in time, as I did not know about the mistake made by Agoda. I had to incur more expenses and book another to reach Garden hotel and this is an added expense.

3. I was told by Nina, the customer service officer, that my fee for Selina and compensation will be awarded. This has not happened.

4. I did not give permission to use the fee for Selina to be used against the new Gardens booking as it was Agoda's mistake.

5. I had to cancel the meeting I was staying to attend as I could not finish some of the important work due to the late check in and my anxiety due to the distress caused by the mistake made by Agod.

I am requesting substantial compensation for the above and will not accept minute amounts as you have suggested.

I was put in an extremely distressing position due to no fault of mine and it took you more than 4 hrs to rectify that situation which made a lot of harm to my situation.

Please award me the compensation that is due in this situation.

Best Regards,

Yamuna Kaluarachch

I book an apartment in melaka on 14.5.2022. (Atlantis residence) and to my surprise there is no Kitchen utilities provided (ie microwave or stove) as advertise in Agoda. Immediately I contact the owner and he explained that microwave is not available as it is been sent for repair. When I ask to get some discount for the issue arise he suddenly said that cooking is not allowed as per house rule, he also blaming Agoda because of the wrong info provided in the apps about his unit. I’m a family traveler and those basic kitchen utilities is a must. I feel cheated as there is a misleading info provided.

Booking was made on the 9th May 2022. Credit Card charged as this is a non-cancellation booking. Received an email on 12th May 2022 stating booking is automatically cancelled due to "incorrect rates".

Called Agoda - they only read the script by saying they cant do anything because it is cancelled and asked me to rebook. And they blame the hotel for posting the wrong rates. And they can even tell me that I wont be charged for cancellation fee?!

I am not sure if they know different days and different time, the rates fluctuates + availability of the rooms are limited?

My question is, if they make such mistakes, why are the users/customers penalized?