Agoda
Reviews and Complaints

Through Agoda, we booked Noa Noa Private Island for 7 nights from 24/4/2019 to 1/5/2019. Agoda did not advise us of compulsory meal costs, boat travel to/from the island, car travel to/from the airport and did not award us the 20, 000 frequent flyer points as per web site for occupants of the Guest Room on the island. I took this up with Agoda about 10 times and finally sent copies of all documents by mail to Singapore. Emails from about 10 different staff were evasive (to say the least) and I have had no reply from Agoda Singapore office. I find this a very strange way for a Booking Agency to deal with complaints. Given the treatment received, I would never use Agoda again and would hope that no other parties would either!

Dear Agoda,

Today, I called Agoda Thailand to cancel booking and talked with Khun PONGPOT, a male customer service representative, and I told him that I need to cancel the booking no [protected] at Pullman Guangzhou Baiyun Airport hotel because I need to cancel my trip for business there but about 5 minutes holding, he said said he has contacted a hotel already and the hotel said could not cancel. So I am expecting the agoda must be having powerful to negotiate with the hotels because I have been a V.IP member of Agoda for quite some times and 100% of the booking I made via Agoda. If Agoda cannot negotiate with the hotel, How can I ? or What benefits for me to continue be a member or using Agoda because if I need to cancel then agoda cannot help anyway, If I book directly, maybe it is better to talk with the hotel. So my expectation is Agoda should be more helping or negoitating for customers but the customer service guy talking like don't care too much about customer and also asking me to use competitors e.g. traveloga or others. I think this is not good for Agoda if still hiring him. You can check on the tape because you have recorded the conversation.

I WILL NOT USE AGODA ANYMORE if you don't correct this situation or cancel the hotel for me. I am okay if he said, we cannot cancel but what we can do for you is we need to change the cancelled money into the agoda cash in order to encourage customers use next time, I will be okay or happy with this but he said this is the rule only. if you are not happy, then you can try Traveloga or others.

I really hope Agoda fix this for me and I will continue using Agoda.

Regards;

Choo-ake Sujitwanich
Cell : +[protected]
email : [protected]@gmail.com

Last night September 30, 2019 I did my booking in hostile from Sept. 30 to October 14, 2019. I pay already my booking worth 276.71sgd, I arrived here in hostile in the same date after few minutes Agoda cancelled my booking so how? I Paid then they cancelled it immediately without prior notice. Yes they will refund me between 15-30days I cannot wait that because I stay in Singapore shortly. I during my booking I use someone I known to book me using his credit card because I dont have a Singapore Credit card but I pay him in cash, now the problem that someone dont want to return my money unless the refund will come. So how? I only have that budget for hostile. If ok with you can we proceed my booking that I paid last night? It's so disappointed this situation. It's ok with me if Agoda cancelled my book if I did not pay yet but I paid already. Please help me this settle my concern. Thank you

Good day Agoda

Re: Booking ID [protected].- QUERY AND COMPLIANT
Request a Refund

I would like to query my payment to this Booking for the Murano Hotel Booking ID [protected].
On the 3rd September I booked for this Hotel from the 4 Sept to the 10th of Sept. (6 days).
You received my card details and confirmed booking paid in Full.
We arrived at the Hotel on the 4th September, but we were actually forced to leave this hotel on the morning of the 7th September,
as we were not happy at all with the stay at this strange hotel. Stayed there only for 3 nights. When informing the staff we are leaving, they
insisted we pay for the 3 nights as they have not received any payment yet. I paid again with my Credit Card the amount of R2491.45.
I have received my Bank Statement and noticed you have already taken the payment for the 6 nights TRY 1870.92 and also on the Bank Statement
The payment of Murano Hotel for the 3 nights was deducted. So therefore all in total Rand this I was charged R7639.52.
So therefore I would like you to look into this matter and please refund me the necessary amount of R5148.07

We left early on the morning of the 7th September, not happy at all. Please you have to do yourself a favour and check into this hotel, as the bathroom
was smelly all the time, the fan was not working in the bathroom, No toilet paper, I had to ask for toilet paper. No rails for the towels. I took photos for proof. The bed linen was dirty and the
floor was dirty and the room was never cleaned while we were staying at this hotel.
Then off course, we hardly slept of the noise going on outside this Hotel, the whole night through until 6 the next morning.
The only compliment I can give you for this Hotel, is that the staff are friendly.

We had to book in another hotel for the rest of our holiday.
Please look into this matter urgently.

Thank you
Kind Regards.

Suzette Fourie

I am writing to you to raise an issue about: Hotel

The issue that I have experienced was: 1st room was warm. Shower was broke and leaking. Moved to another room. The fan was not working. The replacment was not any better. Shower once again was leaking. I had just got back from abroad and needed a good night sleep after traveling so long. Did not sleep much at all. Poor service

It occurred on: 5/08/2019

This meant that No sleep had to leave after 1 night

I would like a full refund

Reservation or booking reference [protected] 
Hotel name or location Manchester centeral arena

56 Kenyon Street 
Ashton-under-Lyne Lancashire 
Ol6 7du

Omar mahmood

Hi Team

I have a great opinion about agoda and my past hotel bookings are through your site.

This time planned a trip to phuket from Singapore along with family so searched flight along with hotel booking so edreams site popup in agoda search engine.

Everything went fine and booked the tickets, after a day i come to know the rate charged was in USD instead of SGD.

I got shocked and given a call to Edreams but they said whatever ticket booked is in offer rate and non-refundable. Whatever ticket rate charged in peak season time is paid from my pocket during non- peak season and vat tax extra of around 55USD

I need your immediate attention to look on these matters and lost faith among customers.

Regards,
Pradeish
[protected]
E-mail : pradeish.[protected]@gmail.com

I came to book on this Hotel One Mansion Suite-One Bedroom Suite. You may find the link below:
https://www.agoda.com/mansion-one-suites_2/hotel/penang-my.html
I checked-in into the hotel at around 7pm. The things i wanted to complain
-Cleanliness, dust is everywhere
-Smell of pesticides
-Dark and dirty floor mat
-Dirty stain everywhere (on the Sink and Bed)
-Parking lift lobby without any light
-[censored] still floating on the toilet bowl during check in
-MOST IMPORTANTLY the room doest even look the same as shown in website
*for more detail, please refer to below attachment*

After complaining, the clerk try to change room for us, but the 2nd room cleanliness and smell is also same like the 1st room.
The suite really disguise me and i request to cancel and get refund but there's no anything done by agoda ‘Manage My Booking''.
I am very disappointed on the suite and i feel i get CHEATED on this booking case. I hope from this complain board, i able to get some advice, feedback, complain, refund or anything.

Looking forward on your reply. Thanks!

I booked a room with Agoda
For my husband and two children,
Ages 11 and 16
I have on my confirmation one adult and my children's ages
When my husband arrives at the hotel he is told the room is only booked for 2 people
And made my husband pay another £500 euro

I contacted Agoda straight away they said because my daughter was 16 she was classed as an adult so this is where the extra cost occurred

When my husband questioned this at reception they said the reason for the extra £500 euro was because there was only two people on the booking
But my 16 year old daughter only received a child's wristband

I was miss sold this room
And with another £500 euro on top of this vacation
It's unacceptable

I have since looked at the reviews of Agoda on trip advisor
And they seem to have a lot of bad reviews about there room booking

I booked a room from agoda from booking no [protected]. Before booking i read the refund policy that i would be not charged any money for cancellation so i did booked from them and entered my credit card details. They charged me and Once i was done booking at the receipt they send me bill with non refundable booking. I made that booking because it was no chargeable but once i entered my credit card detail they send me non refundable receipt and i talked with the customer service that it was a non refundable and i read mistake when i did booking. And as a customer service they just told me that i need to talk with hotel by my own. They cant do anything. I send mail to hotel regarding this but no response at all. And whenever i talk with agoda they tell me its not on their hand. Is agoda there for commission only? If they can do anything when customer have issues and if customer need to deal with their issues on their on then why should we we trust and do booking through them. They will take their commission and charge 755 dollar for providing nothing is that customer service means and they didn't responded to my issue and didn't helped me a bit also they will just reply sorry its nit on our hand talk to hotel directly and beg for refund whenever i email them.

This is grace, a new to agoda client. The reason for me to try out agoda is because hsbc premier master card has 10% discount contract with your company, and I am the one who wants to experience it before I can promo to my client and coworkers. I works in a retail branch, but I am the top 1 sales on credit cards in the whole us nations, and my company is really respect my reviews on the credit card. Thus, before I hold a national advisory calls in my company next week thursday, I am here to try out this service. I have booked a hotel in singapore at 8/31, and booking number is [protected]. I would like to complaint about it, I had a horrible customer experience compare to expedia.com which I have used a couple weeks ago to booking a hotel. After I have book it, I have noticed agoda has a price matching service, so I decided to try it out as well. Very luckily, I found a same condition room in a even lower price on the same agoda website only one minute after I made the payment. Since it only allows me to upload 3 pic to proof, so I uploaded hotel front page, room details to proof is the same condition, and also the price breaking down. After 24 hours I received 2 reject emails. First email from customerservice@agoda.com, reason to reject: unfortunately the claim had to be rejected as the screen shot provided to us did not include the cancellation policy.
After one minute, I have received another from another email from the same email address, with a different reason about the cancellation policy: the cancellation policy does not match and is more strict than ours. So I call customer service due to the contradictory reasons on 9/2 7:23 pacific time. If agoda doesn't know the policy, why they say it is more strict, but if they know the policy which I had put the original discerption in the cancellation box, why they find an excuse that I have missing it, so it makes me really think agoda they to find excuse and not want to honor they price. Sue, one of the customer service answered the call, said, if I send the photo with cancellation and all the photo again they will reconsider it. But I explain it was 24 hours ago, and they already refresh the price, if I submit the same link, I am afraid agoda will find another excuse. Sue said, ok, you may send through the email and she will take a look at the cancellation policy and will honor they price, so I send. After view it, sue said, need price breaking down details, which I had attached to it, and that price was already the breaking down. But she said,, you need to click the little "i" to show it, and I click on my computer and read to her, it is only the policy not a breaking down list. And she put me on hold. After 10 min, the phone disconnected. So I call in right away, the other representative told me she off from work. I said why didn't even told me, and while put me on hold. That was the first thing I felt really upset about it. Then the second thing was: so I said to the second customer rep., could you help me instead? She said ok. Since she can also review my email records with the cancellation policy, she said all the conditions are matching, and she will give back the refund, and I will receive the email about the refund details. I felt very pleasant with her answer. If everything went smooth like this, you won't see my messages here to bother you, but when I check the email, agoda reject again with another silly reason: they said the price is before tax, and after 17% tax, my final will be higher. First of all, I have already make sure 22 hours ago, and confirmed if I made a payment at that moment, that was the final price. No matter if it is the system problem, but that it is the price you should honor to the customer. I am not one of the employee, and I just pay what I see. If agoda wants the cancellation picture, you should list it as a requirement and make more room for pictures to be able to upload because not all the client like me to save the record. Second, you should honor what you promised to clients, the phone recording is not only protect your company, but also protect clients. Third, you should make it easy to client. This experience is obviously not a easy journey for client who wants a refund. If agoda can't honor what you said, why you put that advertisement there to attract customers. Forth, the way of sue to solve my problem is escaping the problem and has had a very bad influence on agoda's customer service, even more, my premier mastercard company and agoda have a cooperative relationship. How do I explain or promote this service with my clients? How can I explain the operation of this service to my colleagues?

—
Thank you,

Grace zhou

-Unauthorized discounts and refusing support to hotel partners. Emails and phone calls go unanswered. Forceful private sales after informing them we do not want to participate in the private sale.
-Threats of chargeback and chargeback expense to the property for non existent bookings.
-Breach of contract. Continuing to forcefully locking down the hotel to the "preferred" AGP program after 30 days notice request of withdrawal.

Good Day!

There is a transaction under my credit card no. ([protected]) that I never transact. I want to block this transaction for them to unable to proceed. It was transacted yesterday, August 30, 2019, amounting to P8, 163.30. It was still floated in the bank but in any case, it may debit my account so I am asking for a refund if this was already considered BOOKED.

Asking for your assistance regarding this. Please coordinate immediately if possible.

Thank you so much!

First of all, the address given in the confirmation is a completely different one from where we're staying in right now. Second, there are no towels, wifi and kitchen wares aside from a stove and pan here in the apartment as said in airbnb. Third, We tried calling the owner to complain but to no avail. Fourth, the overall condition of the apartment is dirty.

I booked a room in Pattaya, Thailand using Agoda. I found a reasonable hotel that was mentioned "Breakfast Included". I booked it as I like a good breakfast, When I arrived hotel, the receptionist told me "no breakfast". She showed me the message from Agoda to hotel which says no breakfast. I contacted by phone to Agoda, after waiting almost for 15 minutes to talk to an agent, they told me that no breakfast and on the web breakfast was for a different room. It is not true. I took screen capture of my online dealing. I still have all the screen captures. When back from Pattaya, I contacted Agoda through their email service. Their email service does not allow attachments to be sent, so I explained the problem to them. But no support. I received a silly email from them. I tried to chat with them online. But the operator cut my chat with them. Worst service ever.

I was book the marco polo hong kong date on aug. 21-24 2019 and you sent the booking confirmation. And You change it in my credit card. Today the date supposed to be im check in hotel but they said my booking is not yet paid. I am really disappointed for what happened. How can i refund my money?

Please email me
[protected]@yahoo.com
Tel. No [protected]

Date: 17/8/2019
Time: 12:20AM
Agoda ID: [protected]

I try to contact customer services about my cancellation status. After check, she reply, supplier still did not response to their email, and this booking is from Agoda supplier. I do reply this booking is few day back, but she try to ask me about the 4th booking that not related with my question. After that, i am planning to cancelled the 4th booking as well and proceed with new booking tru Agoda. So that i request for free cancellation. However after she contact the hotel, and the hotel denied for free cancellation. So, so advise i contact hotel directly to negotiate about this issue. Of course i am aware about the cancellation policy, so that i request Agoda to do FREE cancellation for my booking. Since her attitude was make me uncomfortable so that i request to spoke with her superior or call back from her superior. But she mention: SHE CANNOT PASS THE LINE AND ARRANGE CALL BACK BECAUSE I REQUEST WAS NOT VALID (I will suggest Agoda to listen back the tele-conversation). After explain few time she still denied and keep say my request was INVALID and at the end end the conversation.

I do disappointed and unhappy with the services from her. Its really not professional at all. not because for my free cancellation was not success. Plus this is not a big amount booking.

Become a Royalty member with Agoda, I am appreciated that Agoda reply a email after the investigation.

thanks.

best regards,
Vivian

Dear sir / ma'am,

This is with reference to booking id no [protected] in the name of LALIT SHARMA at goa. Hotel sun city from 10th August 2019 to 12th August 2019.

Would like to update you that I have booked hotel with breakfast free facility at Rs
8866/- for 2 rooms for 2 days for 5 pax.

When checked in at hotel yesterday at around 1.30pm the hotel management updated us that your booking is done without free breakfast facility.

I hereby confirm that I have booked hotel with breakfast facility wherein hotel management refuses for the same

Please do call me on my mobile number [protected]

Mine email is lalit. [protected]@abbott. Com.

Its 2.30am and there is no electricity and fan facility at hotel.

Worst service.

Regards,
Lalit sharma

I had made payment for agoda booking in Tamarind Suites by Subhome Cyberjaya for today 6/8 until 9/8 amounted to 216 Ringgit.

I made payment by cash thru 7 eleven as instructes by agoda on their app when i booked the apartnent.

However agoda didnt give me conformation email for my booking after my payment. When i emailed them they said they didnt received the payment. And they cancelles my booking without my notice. They didnt even help me to solve this problem and didnt offer me for refund.

Im very disappointed as i received email confirmation from razer payment that they already received my payment for agoda. I also have receipt proof payment from 7 eleven. But why agoda said they didnt receive. And didnt want to refund me. This is terrible and very bad service from agoda.

My ID No: [protected]
I booked the hotel name Sheraton Hilton in Ankara Turkey for the two nights 8th and 9th of July, 2019 through Agoda online service. As now I have transferred the total amount to the agoda account through credit card and received sms from agoda of transfer of money but agoda
Did not reply on my email after the transfer of money for Sheraton hotel in Ankara Turkey

We booked a stay at this hotel on 18.06.19 for one night. When we arrived at 12 noon they could not find our booking which had been paid for in full in the April. The booking ID is 234834763.
They said not to worry it will be ready at 3pm.
We returned at 3pm to be told the room is still not ready. At 4pm they took us to our room no. 707 on the 7th floor. We could not believe our eyes.
the room was in a bad state of repair with the veranda cemented up so no access whatsover. We entered the bathroom to find that the window in the bathroom was also blocked with bricks. There was black mold all over the tiles and bath.
We asked to be relocated to a room fit for purpose and was told that we would have to speak to the manager. We waited an hour then went down to reception at 5pm to be told that the manager was not available as she was having her evening meal. They could not say when she would be back. We told them we could not wait any longer and we would have to go to another hotel if they could not accomodate us. They said there was nothing more than can do. We said the least you can do is order a taxi for us and they refused even to do that. The room was not safe there was no fire escape or windows even. On the main floor outside of the lift there was building materials. The hotel was clearly in the middle of restoration works.
Plus the pation door had no handle as it was kept in reception 7 floor down. Bizarre.
We want a full refund and compensation as we had to pay out for another hotel.