Agoda
Reviews and Complaints

My partner and I booked through you for the Trecarn Hotel in Torquay for tonight 22/8/2020 for one night with breakfast coating £60 paid in advance. You have marketed this as pleasant. When we came to put the details into google for directions we found the Trip advisor page in which every review this month has been terrible. We therefore refuse to stay in this hotel tonight and would like a full Refund please as We are now having to find alternative accommodation with yourself as a result. I do think this is false advertisement marking something as pleasant when the reviews and pictures state otherwise on another site. I await your response as I spend a lot of money per year with Booking.com.

Regards Jane Kirby/ Alex Foster

Your booking ID: [protected]

I had made reservations at Castle Molokai Shores booking ID [protected] in the city of Kaunakakai, Hawaii arriving March 16, 2020 and departing March 20, 2020. A team of employees were being sent to conduct work for the Hawaii Department of Transportation during that time period. However, due to the Public Health Emergency of COVID-19, all work related travel were canceled. Therefore, we had to cancel all hotel accommodations and request a refund.

In an effort to do that, I have been corresponding to AGODA Customer Service and complied with all instructions and requests, the last being proof of documentation from my employer with the reason why the reservations had to be canceled. A letter was obtained and sent to Customer Service on June 15, 2020. After that I did not receive a response and resent the email with the attached proof again on June 24, 2020. On June 25, 2020, I received an email from Customer Service that they now cannot respond to me because my correspondence was not sent from the original email on the booking. I found this to be surprising because up to this point, there was no problem with the emails that were going back and forth. As a result, I sent another email using my work address and got a response that they received the email and would be responding to me. I then received another email stating that was not the original email on the booking so they could not respond to me.

I am totally confused and frustrated because I ran out of emails that I could have used. I feel as though I am getting the run-around or them delaying the process now that i have complied with all their instructions and request for documentation up to this point. Please let me know what recourse can I take at this time to obtain the $488.48 refund. You may contact me at jimmy.v.[protected]@hawaii.gov or [protected]@gmailcom or [protected]@hawaiiantel.net

Sincerely,

Jimmy V. Boado/Jacqueline Indreginal

We as US citizens are currently not allowed to travel to EU due to COVID restrictions. I booked this hotel with Agoda last December(2019) and they took $471.33 for a room that I am forbidden to use due to travel restrictions. I have no say in the matter. I think this is horrible. It is stealing any way you look at it. It's not like I just decided not to go for personal reasons. I am forbidden by the government not to go to Amsterdam. This was to be a trip of a lifetime that we booked in good faith before all the COVID mess. I would appreciate someone doing the correct and moral thing instead of stealing my money for a service that was never rendered to me. I would love to go but can not due to international restrictions that I have no control over. Booking number [protected]. Thanks for any help that someone could offer. I think this is terrible.

Agoda for Booking ID : [protected]

I am utterly disappointed and will like to file a complaint against Agoda with the recent refund of booking with Agoda. I am not entitled to a full refund and was charged with a penalty of 1% without any prior information provided which they insist it was a bank charge. The amount that was stated in the booking site doesn't correlate with the final amount charged by my credit card. This is consider a fraud as client are not aware of the bank charges which will be incurred. Please investigate and i hope for a reasonable explanation

Made a reservation June 6, 2020 for a 3 night stay at Econo Lodge in Hornell, NY. Work changed my schedule for that week. Called Econo Lodge on June 7th to cancel. Reservation states no charges would be taken until I checked in on the 8th. On June 8th, my bank account was charged $185.64 by Agoda. There would be a one night cancellation fee charged by Econo Lodge. But instead Agoda took the whole 3 night stay amount when the reservation clearly states the payment would be handled by Econo Lodge. Contacted them about getting my money back minus the one night charge but they never took the money in the 1st place. Agoda took it when not authorized to...CROOKS!

I have not received Airline miles for my last 13 stays in hotels . And there is no one to complain too . Many hotels on Agoda now are trying to lure you in by Airline miles ... You do not get them Agoda will not help you . And the hotels know this ... I will not book with them again . i used them for about 2 years . Cheap prices but if you ever have trouble you are on your own

I have 2 reservation in Disneyland hotel Paris agoda told me I have to contact the hotel direct for refund and this is not my job anyway I tried and unfortunately Disney want me to return to my website or agency that I made my booking to get my money back and agoda still refused to refund my money back during corona plz I need help and this's unprofessional at all

In view of out break of COVID-19, kindly cancel the following Hotel booking

[protected]
[protected]
[protected]
[protected]
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we booked Hotel in Rameswaram, Tamil nadu on 24th April to 26th, April, 2020 2 rooms, 27th tp 29th, March, 2020 1 room, 29th-30th March, 2020 1
room, 26th April-27th, April, 2020 1 room. Since all places in India, lock out has been declared, we could not in Hotels Hence cancel the hotel bokings and refund the amount debited to my credit card

I booked two rooms at three hotels in South Korea from September 8, 2020 to Sept 14, 2020. There are 3 nights in Seoul, 2 nights Busan and then in Seoul again (which I have managed to cancel).

I am confident that I chose accommodation rates which included free cancellation but my bookings at the T-Mark hotel in Seoul and the Stanford in Busan appear to now have a non-refund cancellation, which I believe is an error.

However of greater concern is that both the South Korean and Australian borders are now closed with no potential date of re-opening and so there is no possibility of being about to fly to South Korea to take up the accommodation already paid for. The Australian government is estimating not international tourist travel for its citizens for at least 6 months, which is past the due date when we were booked into our accommodation.

I believe I booked accommodation in Seoul and Busan with free cancellation but if I made an error of choosing a rate without such, can Agoda, in the light of this being part of a world wide travel ban matter, consider refunding all or part of amount paid for accommodation we will not get to use this year.

With thanks
Meredith Yabsley

I have booked agoda for the hotel booking in singapore but due to current situation of covid 19. Singapore give a travel advisory that visitors from ASEAN countries unable to enter the country. So i want to refund the hotel booking as it's not our fault that we can't arrive in the hotel. I have contacted the agoda customer service but no answer i also emailed them but no response at all. I contacted the hotel but they said they are not involved they are only third party receiving a booking from agoda. The hotel is not willing to help too .

Please agoda return my money i paid you full.

Regards,
Mary rose Bumactao

I am charged around 48000 rupees on a Agoda booking done today which we never did. I never did any booking today. I received a message on phone that my HDFC card is charged with this amount for booking done on Agoda.com.
I have used my card to make bookings in Agoda.com last year but nothing done today.
This is a fraudulent transaction.

This is too much money and request to be resolved.

booking # [protected]

In regard to the letter below, I wish to know when will i receive my refund?
Robert winstanley

Dear Robert Winstanley,

Greetings from Agoda.com!

With reference to your booking [protected] at the Duangtawan Hotel from February 13, 2020 to February 18, 2020:

Cancellation Policy: This booking is Non-Refundable and cannot be amended or modified. Failure to arrive at your hotel or property will be treated as a No-Show and no refund will be given (Property policy).

We're happy to notify you that we've processed your request for a refund in the amount of NZD 566.82.

This is because your good end have amended this booking from 13-19 Feb 2020 to 13-18 Feb 2020, and accordingly to this booking policy any amendment ill incur penalty and the above amount was charged additionally to your credit card.

Knowing this matter we reach out tot he property and requested for a waiver and property have agree to the waiver and this email will refund update.

1) Credit Card was charged NZD 500.14
2) Credit Card charged NZD 566.86 - Refunded

Please note that your bank may take up to 30 days to refund this amount or until your next billing cycle.

In the meantime, we would really appreciate if you can complete a short survey that will be sent out to your email on how we have assisted you. We strive to improve our service and your comments are invaluable to us.

Our Customer Care is available around the clock so please do not hesitate to contact us, should you have any further inquiries.

Thank you for choosing Agoda.com.

Regards,
Divendraa
Agoda Customer Experience Group

I was supposed to travel to Europe in April and made hotel bookings through Agoda in February. Unfortunately, the coronavirus took a turn for the worst and has become a global pandemic. My booking was non-refundable but given the situation of force majeure, Agoda should be flexible. It's not their customers' fault that they have to cancel their bookings. They keep saying that their customers' safety is their priority, so how come it takes them too long to respond. I have canceled all my airline tickets, train tickets, museum tickets, and city tours all on the same day and they all replied immediately. Except for Agoda!

I am a VIP Agoda account, and would like to reserve a hotel room .
I checked for the price for the same hotel at different time, but the price was different.

Total amount was HKD4014 at 1am on 7March

I wanted to make the booking at 9:30am on 7Mar, but the price changed to HKD 4300.

I felt very disappointed but still made the booking. After I pressed the confirm button, I received a message of technical error.
Then I refreshed the page, but the price was changed to more than HKD4700.
I had a similar experience before, but I was totally disappointed this time.
This wastes a lot of time and likes tricking people.
So I have booked the same hotel from another supplier which shows the price is always consistent.

I have been using Agoda for years. But this experience was so bad.
If this is your company current practice, I am afraid your company will lose a lot of VIP members later.

Hi I typed in the date 20th April and leave 21st April 2020 for 4 adults and three children, baby less than a year, 3 year old and 6 year old and got offered an apartment with two bedrooms and twin beds.
When my booking came out, date 3 and 4th March 2020, 4 adults no children 1 bedroom.
Please cancel and make sure they do not use my credit card. Nowhere can you get hold of someone to talk to. I emailed...no reply emails. Telephoned, got cut off before anyone even answered.

Just about 20 minutes ago, Feb. 29, 2020, I, Lunie Villanueva made a 1 superior room booking at Apo View Hotel, Davao for my guest Darlene Hope C. Villanueva. The check in date that I specified is March 1, 2020 and check out date is March 2, 2020. But to my surprise when I got my confirmation on my booking with confirmation number ID:[protected] I found out that the check in date is February 29 and check out date is March 1, 2020. I am therefore asking your company to please change the check in date to March 1, 2020 and check out date to March 2, 2020. Hoping for your immediate action on this request. Thank you very much for your immediate action on this request.

date 18/2/20
I arrived at the grand hotel in Clarence street in Sydney australia to be told there was no booking conformation for me they never received any booking conformation in my name from agoda the reservation was for 4 nights at this hotel I came from Singapore on a early flight very tired as you can imagine not happy when told this the manager said there was a sister hotel nearby in the Wynyard hotel in Clarence street in Sydney as the grand was full he got me a taxi to the Wynyard hotel they paid my taxi bill at the Wynyard which was good of them im just very disappointed at agoda with the balls up of this booking not very profesioal of agoda not sending the booking to the hotel when I paid up front with my debit card up front a long time back I paid gbp 273 63 or usd 346 73 up front which was taken out of my account my room was for a single shared bathroom room at hotel my booking ref was [protected] booked on the13 October 2019 booking conformation no [protected] member no7133329 when I arrived at the Wynyard there was a load of stairs no lift to go up with luggage I have asthma and osteo nearly killed me at 60 years old my I was given room 22 then on friday told to move to another room not a happy bunny it has really ruined the start of my holiday in Australia my email address is [protected]@yahoo.co.uk I would like some sort of appoligy or compasation for this very bad mix up from the start or I wi;ll take this further when I return back to the uk
THANKYOU ANTHONY GLUE

Olga Rudyk
1287 Leland Drive
Yorktown Heights, NY 10598

Steve Squeri, Chairman
American Express
P O Box 2425
Church Street Station
New York, NY 10007

American Express Dispute Center
P O Box 981532
El Paso TX 79998

Refund due me in the amount of $534.80

My husband and I booked a hotel in Jerusalem via the Agoda booking site. Before confirming the booking at Hashimi Hotel, I called the hotel and talked to the manager Salah. I was assured that there were no stairs at a side entrance of the hotel. I stressed that my husband was in a wheelchair that weighed over 200 pounds. It is a motorized and expensive wheelchair and I explained that carrying up any amount of stairs is out of the question. Again I was assured there were no stairs at a side entrance and my husband would be able to drive in and take an elevator up to the room. With this assurance from Salah I booked the room for 3 nights via the Agoda site.

When we arrived, the hotel sent 2 maintenance workers to help us find the location. It was around 11:00 p.m. and with the darkness and various mazes of streets in old Jerusalem, it was difficult to find our way. The employees of the hotel first took our luggage and returned for us. When the employees of the hotel returned for us, I had my husband out of the van. When they saw that my husband was in a wheelchair they immediately shook their heads and told us that although there is an elevator to take us to our room, there is first a number of stairs we need to climb to get to the elevator. They told us it would be impossible to do since the chair is so very heavy. They called the front desk and explained the situation and there was nothing the front desk could do to help. We were told there was no ramp to the elevator and my husband would not be able to enter the hotel. I then asked if they could help us find other accommodations and they said their reservation desk was closed for the night. The two young employees went back to the hotel and returned with our luggage.

My husband and I spent the night in the van. We called various hotels in the area but there was nothing available. The night staff was limited in most hotels in the area and everyone told me to call back in the morning.

Agoda and Hashimi Hotel now insist that we decided not to stay at the hotel and should be forced to pay the 3 night charge. They insist it was our decision to leave and that their policy is any cancellation on our part should be given 3 days in advance. My question to both Agoda and Hashimi Hotel is why would I cancel if I was told there would be no difficulty in entering the hotel. Why would I cancel when I called the hotel months in advance and was assured by Salah that there are no stairs at a side entrance? All this was false information and therefore I would not have known to cancel 3 days in advance of arrival. I arrived in good faith and at that point found out that I was lied to and given false information. Why would I leave the property at 11:00 p.m. and sleep in a rental van if there was a way to get to a room with a bed and bathroom. Therefore, I will not pay for these charges. Agoda and Hashimi Hotel should be taken off the booking sites. I will forward this information to all booking sites so that future travellers are aware of this problem we had. Social media should flag Agoda and Hashimi Hotel.

Sincerely,

Olga Rudyk

29.12.2019 - 01.01.2010
Agoda Booking ID [protected]

On the day of our arrival we were faced with the fact that the room was not as described on then websites: no window, small and full of mould. After our first complain both at the hotel and at Agoda we got another room, with the same issue. As it was passed 22 o'clock and with the promise to get upgraded to a clean and healthy room the next day, we agreed inn staying one night under this conditions.
On the next day the hotel refused to show us the new room, Agoda customer care said that they would solve it with the hotel and we asked Agoda to check as well and confirm that we can check out and go to another hotel. The communication between Agoda and the hotel was time-consuming and not problem solving, as well as not at all customer friendly oriented. At 11 o'clock on the 30.12.2019 and after Agoda received the below video of the room, the customer care on the phone, made us believe that we will get refunded within 48hours, that we can check out and made us book a second hotel for the 30.12-01.01.2019.
Now after several emails back and forth, Agoda states that there is a 48h hours cancellation policy and therefore we will not get refunded, for the initially booked hotel and thus although the description of the hotel on Agodas website was not at all what we had to face, neither did the room fulfil the healthy and clean standards.