Agoda
Reviews and Complaints

I booked Westin Siray Bay Resort & Spa, Phuket - SHA Extra Plus test and go on Monday 4th April to stay 1 night on Thursday 7th April. I gave my card details and got a confirmation.

I applied for the Thai pass. By 6th April I received an email that it was rejected. The reason being stated was:

Dear Ms. SONYA LISA NICHOLLS

Your hotel has rejected your registration in the Thailand Pass system due to incomplete / non-compliance documents. Please contact your hotel directly for more information.

Your Hotel(s):

Westin Siray Bay Resort and Spa Rejected, The hotel has not received payment for your booking, Appointment not found,

However this isn’t true as the hotel had my card details and charged me even though it was the hotel who cancelled. The hotel charged me the full amount. That would have been impossible without my card details and permission.

I am not happy about this at all. We wanted to go on this trip.

My email is: [protected]@hotmail.co.uk

I booked a studio in Dubai my Agoda id [protected] they are not refunding my money they are claiming that they have done it. I sent my bank statement to them but till now no refund has been done. This is clear case of fraud. I need my refund immediately.

The booking was 2nd march 2022

This is highly unprofessional & bad customer service on behalf of Agoda team

I am a platinum member of Agoda & this is unacceptable attitude.

I need my money to be refunded.

I made a booking on the 6th of March

For 1st-3rd of April for Milano serviced appartments

This was booked as a birthday gift for a weekend away with a friend

I did not realise payment was to be made by the 26th of March so take on board that it was my fault for that

But when I received the email I didn’t see it till the 27 of March booking was not canceled and I messaged the hotel as that was the only option I had and I asked if I could make the payment the next day 28th of March

They replied and said it was absolutely fine

When I woke up Monday morning and went to make payment my booking was canceled

I called Milano and asked them why my booking was canceled as they replied it was absolutely fine

The lady I spoke to said she replied to my message and the cancellation was not on them it was canceled by agota and she was unsure why

I asked her if I could have the same booking and pay for it but somehow in such short time that booking was not available anymore

But I could re book but the price and all that was included I couldn’t get I was upset but said I would take it and pay but when she looked they only had Friday night available and that was not going to work as I had booked other things for the weekend and needed both nights

I was so upset and stressed and needed to find something else at such short notice

I did find something but I have paid more then I originally budgeted for

Teresa petricevic

booking ID is [protected]

Hi Team,

I have a very hard time with Agoda support which is unable to provide me the accommodation on what I paid for above booking. With Multiples of calls and follow up with Agoda, now the team is advising me to cancel this booking as they cannot contact the property.

Well this is too late for us and we cannot get similar place on similar price. unless we pay more than 3x due to the date is coming closer day by day.

After the booking, I did not see the Street address of the property. So I had online chat with Agoda and the chat assistance referred me to send message which will be delivered to Property.

Have sent message 25 and 26 of March where I cannot get any response. Finally I have to call Agoda support on 28 March 2022. The support team advised that they will contact with property and get back. The team also advised me that Agoda will organize similar property within the 1 km of distance from current booking which unfortunately did not happen. The team is now advising to cancel booking with full refund. On the top of that they are giving me approximate one night of accommodation. At this time we cannot get any other places with same price adding the money provided by Agoda.

The team also advised that they did search on similar area and could not find any accommodations while I found already in the same suburb which I have pasted in below. We need Agoda to resolve this issue with organizing booking at that place.

Kind Regards,

Ganga Ram Manandhar

[protected]

Good morning. I've had good service delivery from Agoda, but something needs to be done by all institutions like Agoda... Please do your homework before believing and advertising the pictures and included ammenities from establishments, because it can be very embarrasing for Agoda's reputation. We booked at Thatchfoord Lodge and this is definitely not a 3 to 4 star establishment! Weeds all over the grass, buildings not in a good maintained state - poor maintenance, poor service delivery - paid for an airconditioned room - broken aircon and the host decided that the guests can go without one, because "it is not hot, poor management skills - no toilet paper in the bathroom, poor interaction with guests! Guest got to choose bacon and toast for breakfast, received everything else, accept the bacon and toast. Room temperature yogurt served. Fruit salad - 1 x piece of paw-paw and lots of melon - that was the fruit salad. Please get the establishment to change their advertisement and lower the prices drastically!

Dear Complaints board, I have booked an apartment with agoda some months ago for £430.57. I have tried on multiple occassions, with two cards to pay the balance off the apartment I reserved.

1) I was sent a link by agoda to pay for my holiday in us dollars. Apartamentos La Penita

pink star-5

PAY NOW

despite my original purchase price being £430.57, if I had on paid on the us dollar link I would have paid agoda £70 extra for my stay. This is not acceptable and I can forward the email if required. I then went on my origanal link for £430.57 in GBP to pay, and what a surprise it did not work.

2) I tried two working cards a visa debit and visa credit card, the payment was declined in GBP.

3) I believe agoda have done this to cancel the booking to sell the accommodation at a higher price. as my bank was clear

Thank you so much for waiting

Please be informed that industry changes relating to PSD2 Strong Customer Authentication regulation have come into effect, meaning additional payment checks are required. Although the merchant has been advised as to how to proceed with the transaction, they have not done so. The recommended course of action is to contact the merchant and request they reprocess the payment.

22:19

Mrityunjay - 22:19

Hello Agoda,

I have contacted Atome about my refund and they have advised me to reach to you directly - again regarding this matter.

Please advise if Agoda has initiated the refund for my booking - Booking ID [protected], so that Atome could cancel my transaction and refund to me accordingly.

Please be informed that today is the 20th day after Agoda has successfully cancelled my booking as per below email.

Please advise what is the next step.

Thanks and regards,

Fadzlette

On Thu, 3 Mar 2022 at 18:07, Agoda Customer Service wrote:

Dear ADIBAH BINTI AHMAD,

Greetings from Agoda!

With reference to your booking ID [protected] as detailed below:

Hotel: Hotel Anggerik Impian

Room Type: Standard Room - Single Bed

City/Country: Kuala Berang/Malaysia

Arrival: March 4, 2022

Departure: March 5, 2022

Thank you for reaching us.

We are happy to inform you that our booking partner have successfully canceled your booking free of charge.

The refund amount of MYR 126.14 will be processed back to the original payment method, once the cancellation is reflected on our system.

The cancellation email will be sent to you later.

Please feel free to let us know if you have additional questions.

Regards,

Dennis

Agoda Customer Experience Group

___________________________________

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*To contact Agoda Customer Support to make a new help request, please visit www.agoda.com/booking or use the Agoda app to view or modify your bookings.

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This email was sent by: Agoda Company Pte, Ltd., 30 Cecil Street Prudential Tower #19-08, Singapore, 049712, Singapore

On 03/03/2022 5:42 pm, From: wrote:

> Email Address : nur.[protected]@gmail.com

> Booking ID : [protected]

> Time : 2022-03-03T09:38:47.289Z

> Short summary : Hotel approved free waiver for cancellation

> Message :

> Hi,

>

> I have contacted the hotel for cancellation and they have approved the cancellation with cancellation fee waiver.

>

> Please advise further.

>

> Thanks Agoda.

________________________________

This message is confidential and is for the sole use of the intended recipient(s). It may also be privileged or otherwise protected by copyright or other legal rules. If you have received it by mistake please let us know by reply email and delete it from your system. It is prohibited to copy this message or disclose its content to anyone. Any confidentiality or privilege is not waived or lost by any mistaken delivery or unauthorized disclosure of the message. All messages sent to and from Agoda may be monitored to ensure compliance with company policies, to protect the company's interests and to remove potential malware. Electronic messages may be intercepted, amended, lost or deleted, or contain viruses.

I wanted to change my payment method so I could gain points on my loyalty program and enter a competition I was given information by the consultant that I could but only when the system sent out an email when it rejected the initial one. this eventuated, and I wasn't able to change. I have since been trying to speak to someone resolving this and and am hold for 2 hours + horrible experience do not use this company. I was promised phone calls from supervisors in writing which never happened. just overall not for customer service.

RE: Cancelled Reservation Booking ID [protected] -Colour Cube Guest House Toronto Downtown East

I made a booking for the above property which was confirmed on [protected] for May [protected] and paid with my MC . I was later contacted by Agoda that the owner could not access my MC. I immediately contacted Westpac bank and I was told that there was no problem. The property was supposed to be paid when I arrive on the sight. The property continued to claim that I would have to give them another card which I agreed. I paid the amount with my other card the amount of $265.60. I did not hear from the property and I was confident that my reservation was in place. I randomly checked my reservation with Agoda to find out that the Colour Cube Guest House Reservation has been cancelled. I was quite concerned that I have not been contacted at all by Agoda about the cancellation of the reservation. This is gravely concerning because we could have turned up at the property on May 26, 2022 and find out that the reservation has been cancelled without our knowledge, then what will happen to us. I am so concerned with this incident that I have lost my confidence with Agoda. When I contacted Agoda number, I have been attended by 2 people who hung up on me. I have used Agoda for accommodations but due to this incident I will think twice to do it again. I will follow up this complaint with the Bureau of Fair Trading here in Australia.

Booking reference number: [protected]

I've been escalating my refund for a cancelled booking that was charged on my account. This was already escalated for 2 weeks now with no resolution.

I provided all the needed documents as proof.

Hi,

As this booking - [protected] had gone through, Subic Waterfront Resort & Hotel had called me to advise that the room is no longer available on the specific date.

We do not wish to upgrade it with extra charge on me nor book on another date as it was never our fault that the hotel did not have the available room nor your system is not updated with the hotel's available rooms.

Thank you

Our booking through agoda is confirmed and the payment was already deducted from my credit card.. we are now in the hotel but they are not allowing us to stay since they couldnt find our booking confirmation from their system…

My complaint is about the DISGUSTING hotel called Forty8 Backpackers (Cape Town South Africa) booked through your website. I checked in today and found the room, showers etc do NOT look anything like the photos they put on the website. It was a total misrepresentation. The walls in the room are dirty, have holes in them, window blinds are smashed, cigarette holes in bed linen, shower filthy and broken. I refused point blank to stay in such a place for even ONE HOUR. I immediately complained to staff at reception and asked for a refund. They stated they could not give a refund and that I had to contact Agoda. I left the premises in disgust and found alternative accommodation ten times better and at half the price.

If this is the standard of service that AGODA offers then you should take your website off the internet immediately. Please compare the attached photos to the ones on the hotel's website and see the lies! I feel totally scammed. Please arrange a full refund of R1,672.80 in respect of my booking No.[protected] in line with Agoda’s RESERVATION GUARANTEE because the accommodation offered is in no way what they claimed on the website and what AGODA guaranteed.

I've created a booking on 1 February 2022 at 03:11 AM (Philippines Time).

Then, I proceed to cancel my booking free of charge that night at 07:23 PM. According to your customer service, your system immediately processed my refund for the amount of PHP 19,422.39 on the same day, 1 February 2022.

They also said that my bank may take up to 30 days to refund this amount with an ARN code (can be used to trace the refund) with a reference number 12301982032000069688721 and my bank should be able to trace refund with ARN code after 30 days of the refund process date.

It's been 30 days already but no traces from my back regarding incoming/floating remittance. Despite my effort in contacting your team thru emails and Facebook, it seems that nobody can assist me to escalate this matter.

I booked two hotels on the 4th February for accommodation on the

4th May - 8th May

8th May 12th May

The amounts have been debited to my account but I have received no booking

confirmations and the bookings are not listed on my Agoda Account.

Agoda help does not list my problem as I do not have either Booking ID to quote as I did not received confirmations.

Thank you

Yvonne Povey

My wife booked a hotel in Cebu City in dec. When she arrived at the airport she was informed that due to storm damages they could not receive any guests. According to the NS Royal Hotel, Cebu City her reservation had been cancelled (14 of jan 2022). But no refund has been received from Agoda! Since she couldn´t stay at the hotel already booked and paid for. She had to find another hotel.

It's so sad that platforms like Agoda are still trying to profit from the pandemic. I had to change the dates of my flight because of a positive PCR test and even tho the hotel was willing to do so, they were unable because my money was handled by Agoda. So not only Agoda doesn't have any Covid related compensations but also are stopping hotels from practising their policies. That's inhumane and reprehensible!

I booked a room @ Ailiga travel Villa for jan.16 2022 thru Agoda on jan 5,2022 & cancelled it the next day, Agoda charged my card,and i emailed them about my refund,they asked a lot like booking transactions date,amount,card logo,etc & i provided them everything they asked but i did not received any reply anymore & just like that their emails are all gone,the f#ck Agoda?

Dear All,

This is to request your kind help to resolve an issue I experienced last 16 (Booking ID: [protected]).

Furthermore, I booked a hotel called "Thistle Room" whose address was shown as 27 High Street, Dundee City Center, Dundee. But when I reached there, I could not find this place. And finally, I realized that though they have mentioned this address, the property is actually located somewhere else, which is more than 36 miles away from Dundee, which is totally misleading. So I came with my infant and husband to this cold climate and had to spend a few hours on the road to find another accommodation. So I was fully desperate due to the situation. Then I asked the property to refund the cash, but they denied it.

Finally, I am asking your kind help to refund this cash at your earliest convenience. So I have strong confidence that you will resolve this and do not want me to seek someone else's support.

Booking Confirmation mail details attached below

Thistle Room 0.0star

Thistle Room

27 High Street, Dundee, United Kingdom

Directions

Check in

Wednesday, 16 February 2022

(after 15:00)

Check out

Friday, 18 February 2022

(before 11:00)

You can also easily find out about property policies and amenities in My bookings

For any questions related to the property, please contact property directly.

Important Information

This property will not accommodate hen, stag or similar parties. Managed by a private host

I have booked a hotel classic room through Agoda with already an increased price I have received confirmation with a price in local currency and later on my card was debited with a higher amount. I have complained to the hotel at my arrival but they told me Agoda is responsible for this act. This is not really right and this is my 1st and will be for sure the last time I will use Agoda or even recommend it because I paid higher price than a friend who booked same room range with a cheaper price and because of fact that confirmed price was increased when debiting the cost of 2 nights.