Agoda
Reviews and Complaints

I called customer service to check if I could transfer my reservation from Holiday Inn Corpus Christi (Airport) to Holiday Inn Corpus Christi (Downtown Marina) as I made a mistake when booking and did not realize the slight difference in the hotel name. There are about 10 minutes apart.

Farah, the customer representative called the hotel to check on this. She get back to me stating that the hotel (Airport) agree that they can cancel the reservation Without Any Charges. However they cannot book the one in Downtown Marina from their end so I'd have to do it by myself, in which I did. I told Farah that is fine, go ahead and cancel it if they wouldn't be any penalty and I will book the one in Downtown Marina by myself.

Then I received a cancellation email from Agoda stating that a 1 night fee has incurred due to the cancellation. I emailed them and received a reply stating that it's the hotel policy. Why am I charged a first night fee when I did not cancel? I merely request to transfer to the same hotel chain which is 10 minutes away, IF there are no charges. Once again, I was assured that There Will Be No Penalties/Charges. The words were if I have not paid, no charges will incur. If I have paid, the payment will be refunded to me. This was also in the phone conversation recorded by Agoda.

If Farah were to tell me that I'd have to pay a first night fee, I wouldn't transfer in the first place. I was merely inquiring if I could do the transfer since I intended to book the one in Downtown Marin and only booked the Aiport one by accident due to the slight difference in the names.

Note that I have used Agoda for many years. I use Agoda for the convenience where I can check my booking history. I can pretty much book my reservation through Holiday Inn website directly as they charges the same rate. If I were to book with Holiday Inn directly I could have just transfer my reservation with a simple phone call without incurring any charges. I know this to be true as I have done so in some business trips that requires me to be in another city immediately and I transferred part of my reservation to the Holiday Inn in that city.

I am so disappointed with how Agoda works these days. The remark and assurance of a customer service representative (Farah) is not consistent with the reply I'm getting.

This is a serious issue for consumers that book Holiday Inn through Agoda. Business travelers or leisure travelers alike will not get the same convenience of transferring within the same hotel branch if booked through Agoda.

1 night rate for this small town hotel might be $142.60. However it could be a few hundred to a few thousand for better hotels.

To be honest the rate is not even an important issue. The issue here is that I only requested for the transfer/ cancellation if there wouldn't be any charges/penalties etc. I was assured no, so I proceed, now I have to pay an extra night because I believe in Agoda's customer service representative?

Made a booking in GBP and saw that in my credit card statements wS chsrged in EUR - when i questioned this (waited 30 minutes to speak to an agent) they said i need to be educated on how to make a booking! I have been travelling firfor 15 years never had any issues with hotel charges - the website is always clear on the amount

Then after further 30 minutes they agreed to refund me - sent my statement screenshot now someone else replied back stating that it was taxes thats why there is difference in the charge! But it clear it states EUR ib my statement and their website states GBP!

This is unacceptable- i need the transaction fees refunded and i was not made aware i would need to pay in EUR

I also did price match claim and still nobody has responded to me its been 1.5 weeks - they say 48 hrs to respond!

Will never book with Agoda again even if they are giving free rooms!

I arrived at the FabHotel White Castel SEZ on Dec 11 2018 at 11:00pm, only to be informed by the concierge of the hotel that I have no booking on the hotel. I showed the staff my agoda booking ID, but the staff just shook his head and in a rude manner with broken English asked me to leave the hotel because they were fully-booked. It was already late at night, I was tired and had no place to stay. I bribed one of the hotel staff with 200rupee to ask him to call me a taxi to take me to my friend's hotel and rest for a the night.
The next morning, I tried to contact Agoda India to inform them about the incident but I was not able to reach any person to talk with at Agoda. I tried countless times of calling, but the phone just kept ringing with no one to answer. I was frustrated and very traumatized by the experience.
I am a frequent traveller and have been a loyal user of Agoda for many years. I've been using it at Hong kong and Philippines with no problem at all. But this experience in India is really unacceptable. Poor customer service would be an understatement.

I was booking for petals resorts at wayanad, India. The price shown was 5600 rs. I went ahead and started booking. It rejected by card. I asked my relative to book through international card. While booking it never showed the amount to be deducted and said the amount will be deducted in USD. Finally the transaction was done without intimati.g the amount.

Final transaction amount was double the amount and more than quoted by anybody else. Refund rules are terrible, if not saying cancellation is impossible.

No points of contact from Agoda. This is outright fraud and cheating.

So yea I book thru the website back in oct I read the reviews about the hotel I was booking but soon arrival the hotel was nothing like the picture they were doing construction so I cancel since being pregnant and having a toddler I couldn't be around all that smell. So I cancel and had to go stay somewhere else. But because they have no refundable clause in there they declined giving my money back on Agoda so they just stole my hard working money. It's not my fault that there was good reviews and nothing saying about renovating going on so I thought in my mind perfect place but no it was gross and so much construction going on in the building. How can someone keep your money and refuse to give it back because of a non refundable clause. To me that is stealing and wrong. I will never book thru them again. Be aware people and pay attention because if you arrive at a palace not like picture they will keep your money too and refuse to give it back.

Beware agoda! Use booking.com!
On december 4, 2018, I went to niny backpacker hostel in vientiane and submitted a reservation to get a lower price while in the lobby (the mgr didn't understand english too well). I paid in local currency at the time. I then extended each of the next four nights, one at a time, paying cash each day.
I have rented rooms every night since august 5, 2018 throughout se asia and the us, this is the first time my card was charged excluding a no-show on my part, more on that later.
I discovered the charge and contacted agoda to have the charge reversed, I received an ignorant and curt response from a representative going by the name of "krish" stating that I had denoted to charge my card immediately and demanding to know why I paid cash at the hostel! Obviously, I wasn't aware of anything on the reservation saying to charge my card immediately which I would not authorize and certainly would not make a double payment to the property!
In reference to the "no-show" above, I booked a room based on the distance from the city center,.2 klm, as I do not walk too well. When I arrived, it was 1.8klm from the city center so I went to another place. If the property information is erroneous, how can we be forced to adhere to a reservation based on that same false information? Agoda charged me for a no show!
Beware agoda! I recommend booking.com, I have never had a problem!

I made a hotel booking (Potters Brewery in Hunster Valley, NSW, Australia) via Agoda in september and on the 14/12 they've authorised the same amount by mistake twice.
They sent me a letter apologising for the mistake and promising to release the hold "very" soon.
Nothing has been done so far (16/12).
I can't reach them on phone (no one picks up) and had to send 3 written communications in order to have someone finally answering back.
Unfortunately this person, Armel, just repeated the content of the first email.
There was a mistake, we're sorry for the inconvenience, the amount will be released "very" soon.
I had to speak to the bank ANZ where they told me Agoda is very well known for these kind of things, apparently they make these mistakes quite often.
Unfortunately I will have to wait for them to release the hold or at least 7 working days after I lodged the "dispute of charge" with the bank, whichever will occur first.
I find it a fraudulent and criminal behaviour that should not be tolerated since even though they know they made a mistake they take absolutely no action in fixing it.
Silvia Odonovan

I try to reserved one apartment 2 days before I stay. The booking is pending confirmation from the owner. However, after almost 24 hours I still havent received confirmation from owner. I try to contact agoda customer service, the first person who pick up my called told me that they cant do anything if the owner didnt approved my booking. Then she said theres is no way I can contact the owner. Then I try to contact the owner thru agoda platform. The owner replied, the room has been booked by other customer and he has no idea why agoda still let other customer (me) reserved the apartment. Then I call again to agoda customer service. Guess what did she said? Nothing they can do if the owner didnt approved my stay! And she said they have no controlled on the reservation even it is already fully booked. Its all on the owner! So that was my problem? Seriously? Your customer problem? Hello mr agoda, your name big was big enough that you cant even manage such thing? What do you expect your customer to do? Keep waiting and waiting? Wasting my time! Last minute to find another stay on this peak season? Worst experience ever!

Booking ID [protected]
I booked ticket last week price was in Au$ 670 and in CYN 3342.35 but last night i got charged $706.05 which I insan and misused of my credit card information without my permission as you guys overcharged me. When I contacted customer service they said its bank charges and bank said they didn't charge might be its credit card charge fee but you have debit card so its max 1% which is about $7 only then customer service officer said its currency conversion rate. That is too much. It's illegal to overcharge to a customer. So i seek 2 options refund me over charged amount or give me details of complaint body where i can lodge complaint against you. But not getting any answer.
I do appreciate if you sort it out asap

the private pool is not included in the Sea Breeze Suite of The Monttra Pattaya but Agoda show it does. It makes a large disappointment of our family!

checked with the hotel staff and found they have made a change tio the agoda but they did not change. It is not acceptable if the website information has not been verified.

The Monttra Pattaya
Reservation No：[protected]

Brian Chiu
[protected]@gmail.com

We booked our stay on the hotel mentioned above from the 7th till the 10th of December. The water heater never worked and the lady at the housekeeping told us in the morning of the 8th that she will get the maintenance team to get it done. The maintenance team never came until that night and we requested for a room change. They did give us a new room (a bigger one)and we left the hotel. When we came back to the hotel there was someone else living in our room and we had access the the room which was previously given to us. The lady at the counter mentioned that she has changed our room( to a room of the same type as booked previously) and kept out things in the new room and we had no knowledge on this as she claims she could not get hold of us after calling us once. This is totally unacceptable. Firstly we had access to a room which was initially ours and now with someone else in it. Secondly they vacated our things without informing us. We immediately got out of the hotel. However th hotel refused to give us a refund. They were not sorry for what had happened. I am in so much anger and disappointed with this unacceptable behaviour.

I wanted to book Sukhumvit Chateau in Bangkok for the night 05-06/12/18. And surprisingly the hotel booked was another one Mind hotel Booking ID: [protected] but on the 18-19/12/18. I wanted to change the date of reservation but this hotel was full on the 05/12/18 so I had to make another booking with Agoda for the correct night 05-06/12/18 at the right hotel Chateau de Sukhumvit Dec 05, 08:43 PM ICT Booking ID: [protected].
I didn't want a refund but only to exchange the wrong booking but it was impossible as your web site does not allow this option and impossible to call somebody in Thailand. It's the second time I have this problem with Agoda and there will be no third time as I will not use Agoda anymore. On internet there are many customers who complain about Agoda booking without refund in fact you just want only to take the money from customers and you don't care.
A very upset customer
Joel Breger

I am trying to contact the agoda customer care regarding my payment for the booking.

It's impossible to reach these guys. The call center IVR says the booking ID is invalid and call gets disconnected.

They dont have a email support. How are people supposed to get in touch with these [censored]s.

Absolutely pathetic customer service. I wish they shut down soon!

I booked and paid for 2 rooms at Jaidee Bamboo Huts, Chiang Mail and Agoda confirmed my booking (ID [protected]).

On arrival (20 September 2018), I found the hotel closed for renovation and no one was around, thus my friend and me were left stranded. Agoda was informed on the same day via email after failing to contact Agoda Thailand (I was cut off after entering booking ID). As usual Agoda staff put me through a series of reminder on their policies, etc and demanded for documentary proof and even a snapshot of the hotel site even though they had already confirmed that calls to the hotel left unanswered. After a series of exchanges, Agoda went silent under the excuse they needed time to investigate.

I sent a reminder on 2 October 2018, Agoda finally agreed to a full refund on 4 October 2018.

In their 4 October 2018 reply, Ago set out 3 methods of refund namely, (1) refund by way of Agoda Gift Card which must be used within 3 months, (2) refund by credit card method of which I did not use and (3) refund by bank transfer which involves a plethora of conditions.

On 16 October 2018, I replied to Agoda rejecting all their options and telling them that they should refund the way I paid, which is online bank transfer, directly into my bank account.

Agoda went silent again. On 30 October 2018, I sent another remind to Agoda and have not heard from them since.

For the benefit of readers, I will summarise as follows. Agoda accepted my booking and payment via online bank transfer. The hotel was closed (not operating) on the booked date which is 20 September 2018. (I reserve proof that I was in Chiang Mai here.) Agoda had made unnecessary demands and consistently insisted that it was a cancellation (on my part but these words were not said). When they finally agreed to a refund, Agoda set up barriers which includes time limited non-negotiable instrument which is Agoda Gift Card. From where I stand, Agoda has failed to provide services, refused to accept responsibility, refused to refund and refused to respond to reminder.

Excessive amount taken from our bank account for booking with South Arts District 236 Dallas Texas. Booking ID [protected] last 4 numbers of card ending 9731. Have been in touch via email with customer service and supplied information requested however still no resolution. Very annoyed! We want this booking cancelled and complete refund of amount taken.

I booked 2 hotel reservations with you for Kohinoor Elite for 7th thru 13 th Jan 2019. The 2 nd reservation was with Radisson Hotel in Mumbai for 13th thru 23 rd Jan 2019. I have been trying for 2 days to cancel bot the reservations with you because you a fraud company. You supply wrong phone number son your website that belong to a Bank. You don't show on my account of the hotel bookings that I have so that I can manage to cancel my reservation. When I found your "perhaps" the fright number in the USA to cancel, I was put on hold for almost 1 1/2 hours and then got cut off. This call cost me $ 150.00. Then I called Radisson and with their help, they requested the hotel to cancel my reservation but could not reach the property because it was midnight in India.
You did the same dirty trick on me in 2017 when i was travelling to India and made reservation thru your website with Vivanta. I never got a refund although i had cancelled the reservations before the deadline. You pulled another fast one when I was travelling to Bangkok in 2015/2016. You are intentionally withholding reservation information so hat customers cannot cancel or change them. You are showing wrong phone numbers on your various websites. You don't answer phone calls. I am surprised to see thousands of complaints against your company.

***PLEASE DO NOT USE AGODA*******. They are bunch if crooks, liars and deceits.

Hi,

Hope may get the good news as the 1st and 2nd booking is only different 3 min as you can saw in the system.

1st booking I have make when making payment it mention have error.

So I refresh the page and make payment again.

Happen 2 payment.

And there are no alert for one time password from bank.

How will I know the payment for 1st booking was successful.

Hope may understand my situation.

[protected]
[protected]
28th Nov 2018
5:16pm make hotel booking
6:08 make cancellation booking on [protected]

30th Nov 2018
receive email that unable cancel the booking.

Thank You

Jimmy

I have sent my request through customer service on 26/11/2018 but haven't received any response yet. Please see the below for the details of complaint

rom: Hang Hoang
Date: 26 November 2018 at 10:01:40 am AEDT
To: [protected]@agoda.com
Subject: Re: Cancelled Booking [protected] Check-in November 27, 2018

Hi,

Booking reference: [protected]

As per the notes in the cancellation request, Michelle Taylor General Manager Ibis Sydney World Square, advised us to cancel the booking that had been made through Agoda and that the cancellation fee would be fully refunded. This was due to there being some confusion about the booking, and the decision was made for us to pay the hotel directly for the dates we stayed. As a result, under the direction of Michelle, we cancelled the Agoda booking expecting the refund to occur.

Michelle has advised that she has fully approved the issuing of the refund by Agoda, however this appears to have not yet been processed. Can you investigate our booking, and advise when the refund will be issued?

Thanks,

I made a booking under Agoda with Booking IDs [protected], [protected]. I cancelled other bookings which I made coz I was comparing prices. I cancelled them real time. But Agoda System wasnt able to cancel these bookings on their end and charged my credit card for it. Good thing my credit limit can't accomodate those cancelled bookings! And then my actual booking, the active one, which agoda charged, agoda can't see immediately until multiple calls and requests to confirm the booking.

I would like to thank the agents who helped me Jessica and Kristine for helping me confirm the booking right away. But I hope you improve your booking system so this will not happen to other clients.

Agoda canceled our booking, decline to provide refund
Agoda cancelled our business booking for a flat one night 16.2.2018 in Singapore, decline to provide refund.

We have sent 10 emails asking about booking, they told us that we were no charged.
When we provided proof that we are charged, they never reply.

Don't use them, its a scam

Dan Lovrekovic