Agoda
Reviews and Complaints

The hotel booked via Agoda with reference [protected]- is horrible. I want a refund!

1. No aircon - hotel said aircon compressor is spoilt for hotel
2. Window had to be open to cool the room. Unfortunately the window was leaking badly and the room flooded very badly.
3. We couldn't rest properly due to the above
4. Refund sought but hotel said to claim from Agoda since booking done via Agoda

Lime and soda Koh Phangan - booking number - [protected] -Jonathan Wyatt
Hello, the location, setup and interior of your rooms is lovely. Could not complain one bit about that. Bar staff/restaurant staff were AMAZING and very accomdating. Which blew me away after our first night, we had been on a 9 hour journey to get to koh panghan and I was not very well at all, considering the weather was warm I was freezing and having cold sweats and had a general fever due to a cold. I went to the reception to ask if I could have a blanket as I get cold at night and as I was ill I got even more cold during the night. He said I already had one on the bed (I knew we already had one and it was towel material which is fine but I just wanted an extra one to keep me warm) I said to him, I know that I have one but it is towel material and maybe I could have a linen sheet or something just because I was ill and wanted some comfort. He again said "you already have one" I replied with " I understand that but I do get cold, could I have a sheet of some sort that is softer to go over the top" he then rolled his eyes, looked at two other people that were there sighed and walked to the linen room, I waited outside politely, he then came out with another towel material cover and threw it at me. I said thank you very much and he walked away without acknowledging me and laughed with the other two people who were sat with him. I have been in Thailand for a while now and obviously understand English to Thai culture is different but I had never felt so humiliated or even been treated that way in any other area of Thailand. I don't want to leave you a bad review on trip advisor or agoda because I don't want to deter people from coming as it's beautiful apart from that rude member or staff. Every time I walk in he gives me a strange look and it makes me feel uncomfortable. For this reason me and my boyfriend are querying about staying again even though everything else was great. But I was so ill and was crying because I felt so humiliated and put down.

Date: Sun, Aug 5, 2018 at 4:43 PM
Your booking ID: [protected]

We have been charged for a hotel booking that was advertised as free cancellation. We have sent several emails to the Agoda company requesting resolution and cancellation of this booking.
We would NOT have made a booking had we known there was a cancellation fee, or had we known that Agoda would take money from our account.
We have several screenshots from your website that clearly state 'free cancellation' and 'risk free booking'.

However, it is not until the very last step of the booking, that the cancellation policy changes. This is misleading and frustrating and we think fraudulent. We have already sent various emails requesting a refund and cancellation of this booking.

We have several screenshots from the website for this particular hotel that clearly state the cancellation policy as described. This was the case when we made our booking. We would not have made a booking with Agoda if we knew there was a cancellation fee.

We have opened an inquiry with the ACCC (Australian competition and consumer commission) and have also contacted the hotel directly (who replied to us explaining that they were happy to cancel the booking, but that Agoda must process the cancellation). Agoda have already taken the money from our account. We will continue to pursue this issue as we believe the information provided by Agoda regarding this booking is purposefully misleading and fraudulent.

Last August 21 2018 I made a reservation with Papa Fred Beach resort in puerto galera using my credit card m with the booking Id: [protected] but on the same date and time I immediately cancelled it because I found different room. Now my billing statement has arrived and it shows that even I already cancelled the said transaction it still reflecting on my account! could you guys help me with this PLEASE! ASAP!

Can you update me to my Email address [protected]@gmail.com

Thank you!

I am writing regarding my refund from agoda. I booked 1 superior twin bed in the majesty Plaza shanghai hotel and have cancelled my booking several days prior to the cancellation due date. However, i am so extremely dissappointed that they haven't refunded back my payment although the cancellation is confirmed. They have stated clearly that they will refund any payment made within 10 days after cancellation date.
I have tried several ways to reach out to agoda via email and phone calls but nothing works. I really hope agoda look into this matter as soon as possible. So Upset.

An hour waiting on customer service. I am in cambodia booked hotel and they took credit card so can't be cancelled, last page said I have to upload image of Photo Id or passport. As I'm on a PC neither can be done. So the holiday period booking can't be confirmed by agoda but I lost 280 dollars if I can. So i have no booking but can't cancel and I have no phone service from cambodia. It's already ruined my vacation.

I was making a last minute reservation for Dubai while I was waiting for boarding into the plane when my computer run out of battery. I got into the plane thinking the booking was not fulfilled, until when arrived to the destination I realized that Agoda made a charge on my bank account.

I did check all my emails because I did not remember which one I would have used for the booking, but in none of them did I receive any confirmation. In fact, I did not even know for sure the hotel I had booked! I called the one I thought was most probable to be the one I booked explaining the situation, but was told to contact Agoda as I did the reservation with them.

That is when the calvary began, because I did not find any Agoda customer service or any other telephone number on the internet, and throughout their webpage was imposible as I had no data, plus it would take lots of time.

In fact, I did write them after all, and got the replay two days later asking me for the booking ID! WTF?!?!?! How would I know the booking ID if I did not receive any confirmation? I answered back saying so, and three days later, I still have not received any replay.

By the way, the only time I got an answer, he said that their customer service is around the clock... yeah they may be... in some parallell universe maybe.

And to get me more on my nerves, I even got a Review email for the hotel I was not able to stay in! Because as you could have guessed I had to book another one.

I made the above booking as my wife was travelling with our 2 year old son and also my mother in law, who has just had surgery. We have used Agoda previously and never had issues like we had with this one!

Owing to the fact i was NOT travelling with my wife this time, we opted to pay for the room in advance, as well as making some requests. These remarks can be seen on the attached voucher photo attached.

Long story short, my wife arrived at the hotel as scheduled ONLY to find that the booking we made and paid for, was NOT the same as the one they had on record from you!

The hotel said my wife would need to pay an upgrade fee to get the deluxe poolside room and that the room will not be available until 2-3pm. Furthermore, they said the booking doesn't come with breakfast. It seems that we made and paid for a booking via Agoda that was entirely different to that of what the hotel had for us!

My wife had been travelling all morning and with am infant and elderly mother in tow. they were exhausted and just needed to check in so they could get some rest. My wife was kept waiting, with my crying son and mother in law in pain, for almost 4 hours in the hotel lobby, whilst these issues were being addressed by the hotel and Agoda. The hotel then informed us that this is not a unique issue and that this has been a common theme with their recent bookings via Agoda. Telling us that Agoda doesn't make the bookings with the hotel directly and instead uses 3rd party platform to make cheaper bookings and so there are always problems like this one.

The entire experience was terrible and ended up causing undue stress and almost half a day lost in Bangkok.

I had my wife calling me in Hong Kong, very stressed out and upset. i then in turn had to call Agoda to try and see what has happened here, with the aim of trying to resolve this asap!

In the end, they did get the room as detailed BUT did not get the breakfast and nor did they get an apology.

In my view, this appears to be an issue for Agoda and NOT the hotel. its Agoda i paid an so i would expect Agoda to be responsible for it.

Room issues, check in issues, no breakfast and 4 hours wasted that was meant to be used to do shopping and visit friends-that cannot be gotten back!

What is Agoda going to do to remedy this for us?

Im NOT pleased with the experience OR how this matter was handled !

Its really upset us all and is making me seriously consider whether i will ever use Agoda again or not!

please advise how you will compensate us for these string of issues and problems caused!

I look forward to hearing back soon with your response,

Nik

We've been waiting hours and hours and hours for them to show up in a few minutes each time I call them. Sweltering hot room that they will not fix. About to contact my credit card company about reversing the charges and cancelling the rest of my booking I need service from agoda to straighten this out immediately or I will contact my credit card company to remove the charges.

Dear Agoda team,

Ivjust came back from my vacation.
I booked Fihalhohi Island Resort trough your site on Sep 14, 2018.
My confirmation number was [protected].

I would like to let you know that there was something wrong with the reservation!

When I was choosing the hoteI all the prices were shown in US dollars.
Then, when I was booking the hotel my due payment was stil in US dollars - $746.45.
And later I saw that the amount I was charged is in different currency - euro (671.13€), which is totally NOT OK!

Please, I'd like my card to be charged in US dollars - exactly $746.45, as I was expecting!

Thank you in advance!

Sincerely,

Lubo Dramaliev

Booked a hotel on agoda on 22 Sept.
Directed the payment to be in the hotel currency (using the check box) but agoda.com billed me in my credit card currency with an appalling exchange rate. It negated all the savings for the hotel offered on their site.
How can I trust making bookings on the site in future if the direction is ignored at payment?
Also the only way to raise issues to agoda is by calling and they don't offer a number to call where I am located at the moment.

I did a reservation online at royal olympic hotel athens through priceline few hours ago and for some reasons I canceled the booking after that. But I found out that the money was transacted! The hotel says the cancelation was successful and they did not charge me. AI called priceline and they said that my reservation was done through you and you are responsible of that. Please I need my money back to my account.
The itinerary no. Was [protected] and the reservation was under my name: Nancy MansourSafi

Booking ref [protected]
Arrived at hotel to find it was fully booked. Hotel receptionist said Agoda had cancelled the booking but not told me. Managed to find another hotel but had to pay. Agoda rang me to say they would make a full refund of my booking (now received), would provide 20% compensation in the form of Agoda vouchers. I refused vouchers and asked for monetary compensation as I would not be using their company again (not received). I also asked for the difference in the cost of my additional and original booking which they agreed to pay (not received). I have asked for compensation for the severe distress and inconvenience but am getting nowhere. I have had an email to say my complaint has been resolved (it hasn't) and am now unable to get through to them because they have closed my booking reference. I am seeking legal action but would like some advice first please about how I can ring/email them.

Thank you

This is the most stupid company i have ever tried to book a hotel. The only thing they want is to get your money. Please avoid booking with them. They dont appreciate all the effort to book something good in a good price. After sale service i could easyly rate it with a 0. They got the money thats there only concern.

Please once again avoid booking

Provider is asking to cancel booking after confirmation. It was clearly mentioned on the ad as an ocean view superior room with View pacific hotel surfers paradise when I did the booking now they have come back to me asking to cancel the booking(all docs attached) stating its not a beachfront room and may not be satisfactory for 7 people.During the busy season of christmas when its do hard to find bookings its so disappointing to face this kind of am inconvenience. This is absolutely ridiculous and Iam not going to use agoda ever again as I had done the booking through them.This is an unprofessional conduct and Iam going to write on social medi to make people aware of such a terrible experinece.

I booked a room in this property on 16 th sep 2018 while reaching at hotel they refuse to give me Room as they told they hv no contract with Agoda now it was four year back when contract was broken
So I hv to pay at hotel for my room therefore you are requested to refund my money which I paid on your site to book a room
Thanks n regard
Booking id. [protected]
Rajeev Kumar

I have made a booking # [protected] at Carlton Palace Dubai on a free cancellation option however now when am trying to cancel the same it says you need to call customer services whereas i have tried calling the suport several times but every time had to await 7/8 mins but none picks my call.

would really appreictae if i may be advised a convinient option to reoslve the matter.

Dear Sir,

Please note that I have cancelled the booking number [protected] within the five minutes of booking. But sorry to say that you have charged from our credit card USD 630.68 mentioned your information below. Can you tell us why you charged for cancellation fee ? Please give us return amount of USD 630.68 to our credit card today to avoid any legal action to Agoda.

Please note that we are regular customer of agoda for hotel booking through the year all over the world.

This is for your kind information and necessary action please.

With regards,

Md. Monir Hossain
Executive Secretary

General Pharmaceuticals LTD.
Sarah Aftab Tower
29. Ring Road, Shyamoli,
Dhaka-1207
Tel: [protected], 8120243
Fax: [protected]
Cell: [protected]
E-mail: [protected]@generalpharma.com
Web: www.generalpharma.com

My booking ID: [protected]

To whom it may concern,

In regards to my booking the hotel has deducted GBP 428 upon the arrival on Friday 14th 2018 (For this I have the reference copy/customer copy for the reference).

However, the hotel was supposed to charge GBP 366.4. But instead the hotel has overcharged GBP 61.60 and today (16-09-2018) again they attempted to charge GBP 366.40 and fortunately the payment has been declined.

It is so much regrettable that the way this hotel attempt to steal guests money and please note that I will lodge a complaint to the relevant authorities about this unacceptable situation.

Moreover, one of the hotel receptionist criticised our AGODA booking as they do not accept 3rd parties bookings. Also the bathroom door had been broken.

Copied to Agoda customer

We have booked Japan's hotel for Sept 17-18 (#[protected]) via Agoda. However, our flight is delayed due to the Super Typhoon in Hong Kong. I cancelled the booking from the website but later found out there was cancellation fee which is equal to the hotel fee (no warning during cancellation). We would like to contact Agoda for discussing the cancellation or re-booking the cancelled hotels. But we couldn't reach Agoda by calling the phone no. +852 3071 1201 or other customer service hotline we can search from the website.
Desirable resolution: Get the full refund from Agoda