Agoda
Reviews and Complaints

Having had a good look at the options for my forthcoming stay in Busan (Korea) over Christmas and the New Year - including the apparent availability of connecting (linked) rooms for my party of 3 people - I made a booking on 19th November for this stay.

It is worth pointing out that I could not query this to make sure this was 100% the case, or to clarify anything else, because you cannot make contact with the hotel until you make a booking (very strange)!

I tried to clarify exactly what was available with the hotel directly afterwards on several occasions until eventually being informed a couple of days ago that there was no guarantee the 2 rooms I'd booked would in fact be connected. I replied saying it was very important to me that they were and what could they do about it?

No reply from the hotel, so I threatened to cancel my booking.

Still no reply, so I have - just.

Now then Mr Agoda. It is entirely unacceptable that you operate this way. There is no opportunity to speak direct to anyone within your company apparently, so no support from you for customers in a situation like this.

I DO NOT expect to be charged for this cancelled booking. Unless you are able to find me a comparable one for the same or similar money, I demand my money - and all of it - is refunded immediately. Otherwise I will have to report Agoda to the relevant authorities, in addition to ensuring that everyone in my social media circle is aware of how you operate.

This is with reference to my Booking ID [protected].
The booking was confirmed and paid for but the same was not honored by the Hotel.
I called up the Hotel and was asked to contact Agoda for refund. But I have not been able to contact Agoda in any way.
I received the below email from the Hotel:

Your booking not confirmed. Cancel your booking.

All room sold out

Awaiting a full refund.

Booked the Rodeway Inn in Hollywood through Agoda. The hotel didn't offer luggage storage between check out and our flights so we cancelled our booking. The hotel wouldn't give back my signed booking notice and are charging us for 2 nights stay that we didn't do based on this booking slip.
Agoda were useless in trying to help us. We let Agoda know as soon as the incident happened. They did not try to help us kept telling us the hotel claims we stayed there without them looking into it. We asked for proof from the hotel. Agoda representatives had no idea what was going on kept getting emails from them saying different things. Could not get any help out of them. Asked to be put in touch with someone higher and they wont return my emails or look into the proof we have provided them. Keep getting sent around in circles. Do not deal with them the hotels they represent and liars and thieves and they are no help with sorting any disputes.

Worse service ever. Made a hotel booking with Carlton Hotel on Agoda website for our family trip to Taiwan from 20th to 22nd October 2018. Received a confirmation booking receipt only to realise upon checking in that the Carlton Hotel staff told us they did not receive our booking from Agoda. Showed Carlton Hotel our hard-copy Agoda booking confirmation receipt but was still told they did not receive our booking from Agoda.The hotel was full that night and could not accommodate our family of 10. Worse nightmare. We only checked in at night and this mistake made by Agoda caused us tremendous stress especially more so when we have three very young kids under age 7 and we were all tired from our day trip. Carlton hotel made our experience worse by telling us, a family of 10 with three young kids and many pieces of lagged and baby prams to find our own accommodation that night. This was super ridiculous. We have to scramble for a hotel at our discomfort and in distress. We lost a lot of precious time at Carlton hotel, more than 3 hours, when we could have spent that time walking the night markets. We missed having our dinner that night as we have to deal with this. Will definitely complain and spread word to everyone else we know about what Agoda did to our family on a beautiful trip that should be filled with happiness and content, not distress.

Hi,

My booking ID is [protected], I have been trying to reach Agoda.com since the last few days to cancel my booking as per the Hotel's suggestion but I am not able to reach anyone at their customer service call center. I have tried calling, emailing, posting a feedback on their website but it has generated no answers from Agoda. they have the worst customer service in the world. Even after 9 emails and 16 phone calls I have had ZERO response from Agoda.com. My number is +91 [protected]. - Varsha

we had room reservation through agoda.com but today when we called the hotel they said they dont have any booking and tried contacting agoda, no response. email sent to customerservice @agoda.com returned.. it is really shocking, i had to rebook the same hotel in other website by paying 4k extra.

we have used my cc for guarantee the booking.. since you have not booked i dont want any surprise by charging the card...

i have rebooked by paying 4k extra

I rented an apartment in Ploenchit condominium Bangkok through Agoda. The description did not mention that the apartment was split level - it was awful to carry luggage up and down. Description did not mention that only washroom was upstairs and one downstairs. The second bathroom was non functional. The utensils in the kitchen had stains and could not be used. One bedroom had a beam in the middle and difficult to use. This was awful and We has to check out after one night only even though we paid for 2 nights. Agoda needs to give correct description and refund my money for wrong information and non usage of services.

Please don't book through Agoda...It charged our credit card without our permission...Is a scam...their customer service really sucks...U can't even contact their customer service through the call...Their customer service through email don't bother to help too...When I told my friends and relatives only they told me they dare not to book through Agoda as they had the bad experience with it...

It was a lesson for me and I definitely won't use Agoda...

Firstly I am very disappointed with our Hotel at Ambassador City Hotel, The overall stay was awful. On the first eve we were physically locked in our room for 45 minutes. It wasn't until another guest heard us we were able to get out. We then used the lift and was stuck in there for another 10-15 minutes until staff heard us and only apologised. We then told the staff about our room and how we couldn't get out for 45 minutes. His actual response was "What do you want me to do about this, I don't have time for this" We also requested that the heating was left on upon arrival - our room was freezing ! On our return on the first night we were then unable to get in our room for another 10-15 minutes and it was then too hot ! We were also next door to the boiler room. The noise was too loud and we didn't get much sleep at all. Our view of the "courtyard" was ridiculous. No nice view what so ever. Not only was the room unsuitable for a family. It was a nightmare for the whole stay. We were also woken at 7.15 am from the building works going on in the bar, there were no messages from yourselves or them on the site to state these works are happening. To be woken up at that time of the morning after having no sleep from the noise of the boiler, it was frustrating. The staff were rude and aloof. They were more concerned about a bar that wasn't up and running rather than focus on the customers they already had. They had no time for my complaints. There is also a massive health and safety issue when you get to the top of the stairs. We all nearly tripped down them. We have taken photos and I will attach them to this email. I am very unhappy with the overall service of the hotel. The list continues. We had no clean towels as the ones we did have were used to make sure water from the shower didn't over flow. We also then didn't have clean towels until 6pm. No housekeeping. All of my complaints are something that when staying in a hotel of any class should be standard. Being stuck in lifts. Unable to get in and out of our room, clean towels should all be as standard. I would like some compensation. I am yet to leave reviews for yourselves and The City Ambassador Hotel

Hi,

Hi, I booked through agoda and I didn't get the booking confirmation until I called the helpdesk. They advised that the rooms were unavailable despite of my payment being deducted. They helped me cancel the booking and rebooking the other rooms. Its been 15 working days (around 3 weeks) but ive not recvd my refund. This is highly disappointing and worst is that I can not get anyone on the cust service line. I demand a number where I can speak to someone or arrange for a call back on [protected].

When we were booking then not only our calls were answered but the cal back was also arranged but as soon as the mater is of refind there is no way we can find anyone to talk to. The customer service line is a gimmick to fool people.

I note that Agoda claims to be a company registered in Singapore - and I have family there as Singapore Permanent Resident. If I dont hear from you by the end of the day today (01-nov-2018) I will be writing to the Consumer Affairs Authority for them to take legal action!

You can not fool people by holding their money. I will take this to the highest level and social media. We are educated professionals and will not tolerate this.

booking id- [protected]

Booking ID [protected]
No indication of extra bed on my booking confirmation. Do not wish to argue over the counter upon checking in. Online enquiries only gave me automated reply which says subject to availability upon checking in ! Paid a higher room rate and please reconfirm my room bedding status. Customer service never answer their calls. Travel date falls on 18/11/2018 and hope to get the above clarified as soon as possible.

I have booked and paid for a hotel via agoda last night, but when I arrived at the hotel at night I was told that the hotel had been fully booked. Why didn't agoda reserve the room for me when I have paid the full price already? Even though agoda offered me an alternative afterwards it was further and much more expensive than the previous hotel. The reason I booked the hotel was that it's near to the train station that I have to get to early in the morning the next day. And then they expect me to book another hotel which is further and more expensive? I rejected the offer and decided to cancel the booking. My mood was totally ruined because of that and I had to find another hotel late at night with all stuff to be carried. This is really frustrating.

Based on the information on the Agoda website, I booked a suite in a hotel. The confirmation email I received from Agoda indicated a different room. When I submitted a complaint to Agoda, I only received what looked like automated reply, and also attempts to sift blame to the hotel. As well, they took my complaint to be a request for amendment of booking, plus also reminding me the booking cannot be cancelled except for a total loss of the hotel stay. It is based on the information in their website that the booking was made. Being the case, it should be Agoda's responsibility to set this matter right expeditiously. When I replied to their reply, the reply from them was a repeated of their original reply to me - weird eh, unless of course no human on the other end...

Hi, I booked hotel I didn't get the booking confirmation until I called the helpdesk. They advised that the rooms were unavailable despite of my payment being deducted. They helped me cancel the booking and rebooking the other rooms. Its been 15 working days but ive not recvd my refund. highly unreliable no one to talk in cust serv
bk id- [protected]

23 OCTOBER 2018
Booking ID: [protected]

The room we paid for was sold to someone else. Alternative room was disgusting, poor condition, leaking ceiling, damp walls, smelly and dirty. Nightmare.

There are full evidence of Agoda aggreing to cancel and refund us for this hotel as we did not stay there. The next day, after chasing them, they informed us that they cannot issue refund. The matter is now escalated, Agoda did not deliver as promised. The hotel rooms were not as advertised/described. Misleading, and not keeping promises. Fooling the customer. Never calls back to update. We have to call each time and be on hold for at least 19 minutes before an agent picks up the phone.
Appalling customer service!

To resolve this issue without further escalation: Would like full my full refund back of £420.00 that we paid for a hotel we could not stay in.

Can I know what is the reason behind this booking was canceled without any reason?

My friend booked this at a special price & pay later but was canceled when she found checked now and her travel date is nearing.

Please give her back the booking as she is now frantic about nowhere to stay on her travel dates.

I would like to speak to a Customer service, not an automated machine.

Please give me a number to call.

Thank you.

Dear Sir/ madam at Agoda,

I had booked a stay through Agoda in Element hotel in Amsterdam from the 19th of October till the 22nd of October when I was checking out. I was travelling to Amsterdam to participate in the marathon on the 21st of October and I picked that hotel because it was fairly close to the place where the marathon starts and where the marathon ends. And I had read good reviews on it

I had paid all the amount (627$) upfront .

I arrived to the hotel on the 20th of October at 1 AM, tired after a very long travel.

I gave my passport to the receptionist working at Element Hotel and asked him to check me in since I was very tired and needed to rest.

First he said that he cant check me in because the system is not working. Then he asked for my debit card to be able to check me in cause he wanted to get the authorisation for any incidentals. To my surprise, the debit card unfortunately was not working. I told him to check me in and I can give him USD in cash. He said the hotel doesn't take USD and only uses Euros. I told him that I don't have Euros in cash, he said that he cant check me in.

I started arguing with him, begging him to let me check in because i am tired and i have a marathon in a day. He asked me to go to the ATM and get 150 Euros so he can check me in. I told him that I am too tired to go looking for an ATM at 2 Am and that I used my debit card to pay the taxi from the airport in euros. i asked for a manager and he said that he is not available.

After an hour, he lets me check in and tells me that the first time I leave the room the next day I wont be able to return to it again. and that's what happened the second day when I went down for breakfast.

I then went and talked to another receptionist and explained to her that I am waiting my sister to come and the hotel can take the authorisation on her card. Which is what happened.

I felt very bad from how this hotel treated me. Like I was a criminal while I had paid the whole stay upfront and while it's not my mistake if my card was not working with their system. I was super tired and stressed and I wished they were nicer to me and more respectful.

thank you for taking that into consideration.

To someone who may concern
We are Nivas Siam Hostel who is Agoda Partner in Bangkok Thailand. Our Agoda ID no. 261911. We just want to take a service charge out from our policy which we could not do it by ourselves but Agoada support team. For this reason, we tried to contact them through email, calling and many ways which could reach them as soon as possible over 100 times calling but Thailand sales team have never in their or picking up the phone and email just inform to contact to the no. Which no someone pick up. It is not wondering that now my hostel could slae through other OTA like booking.com, expedia.com than Agoda 5 to 10 times. Please take care of this issue and make Agoda to be a partner which most hotels could be reliable. My contact no. [protected] or [protected]@gmail.com
Best Regards
Mr.Frank
Owner of the property

On 11 Okt 2018 I booked a hotel in Tokyo through Agoda website for 17-20 Okt. While doing the booking I was also doing other things in my office therefore it was obvious for me when i confirmed the booking payment in the monitor came out a notification that my booking was " time out/overtime", so I think OK it was not successful. Finally I decided to book a hotel through my customers because I think will need 2 other rooms for my other colleagues as well. I was shock to find out on 18th evening I saw an email from Agoda saying I did not show up at the hotel and they charge me full amount around USD 500. I also just find out that on 11th they sent me booking confirmation. How come in the monitor they mentioned "sorry my booking was time out" but they sent me confirmation. I tried to call Agoda but could not succeed and finally I email them. But after several emails they still do not want to understand and conclude my booking was normal there was no sign of overtime referring to their IT. But as a good will they gave me USD 150.00 voucher

2018/10/23

I came to the Agoda Web site via a link from a Google search on hotels. I was presented with the Agoda Web page that listed the hotel I had selected from the Google page. At the top of the Agoda reservation page was a place to enter reservations dates. A list of available rooms and prices were displayed which, I thought, were taking these reservation dates into account.

HOWEVER, it presents rooms that are not necessarily for the dates entered and, if you have the misfortune of booking a 'non-refundable' room offer (thinking the offers presented are for the dates you entered - why would they not be), you are SOL! Agoda includes customer service numbers that are invalid in both the ones you can find on the Web as well as the ones they include in their 'confirmation' email.

It's not that I want to cancel my reservation. I want to correct my reservation - seconds after making it! As soon as I realized it confirmed the wrong dates! But talk to the wall! Talk to the phone mail jail! Run around in circles. It's the world we now live in.

Eventually, I managed to reach an Agoda CS rep via their 'chat' service and RESOLVED my issue. HOWEVER, their CS phone numbers are invalid and their "Contact US" page leads you in circle referring you to their Web site (which if their Web site IS the issue in the 1st place) which isn't helpful. Worse yet is that, as a frustrated customer, trying to resolve an issue, their Web site displays some 'satisfied' customer doing some 'yoga' pose with a smile - that's just more infuriating!

All is well that ends well but not without a few hours of frustration!