Agoda
Reviews and Complaints

I booked my trip to Bali and unfortunately Booking.com, where I always book, didn't have the best price for the hotel I wanted. They do offer price match. I booked through Agoda and after paying received the worst service. 1. No response on pre trip question. 2. My booking at hotel were not received. 3. I wanted to change departure dates- no response, no where I could do online. This was not available for my booking. 4. Send a commen on FB and they didn't even bother to respond to the worst service ever.
They might have the best price, but not trusted as a travel service provider when you miles away from home and have limited access to communication channels.

my husband booked a room at RELC International Hotel at Singapore with Agoda for the first time. Agoda deduct double amount from my account. How can I settle this issue. I would like to get back my money.

Booking ID : [protected]

Concern : Deduct double amount from my account

Contact No. : +95 [protected] ( contact phone is the one who booked )

Email : [protected]@gmail.com

I have booked 2 rooms via agoda for hotel hakone terrace. First room with up to 2 adults occupancy & second room with up to 3 adults occupancy which I have paid more cost. Through Agoda's description the more expensive room can occupy up to 3 adults and I have paid the one room price online. However, by the hotel's in charge person and also by agoda's advice via telecon on the spot, I had no choice but was forced to pay extra almost rm500 for 2 nights just to add an additional futon for the third adult in the room! Even though I had wasted more than 30 minutes at the check in counter trying my best to explain it should not be that way, it did not work out. Me and my family were extremely disappointed with agoda. For my lifetime supporting agoda, never had I got into this kind of issue. And What I received from the Agoda staff via telecon was ‘sorry maybe Japan's rule is different.' how on earth should we know when I should personally inform that I have additional adult when your description in agoda written up to 3 adults per room? Furthermore I have paid extra for the room via online already! Was extremely pissed off. please next time mention in your description CLEARLY for additional fee for third person and need to inform you in advance. Feel like being cheated. Please look into it seriously. And also please reply to me an appropriate response. Really would like a refund as well. Thanks.

I booked a double bedroom at Tiara Tahiti Hotel via Agoda for November 2018. I specifically request 2 single beds per website. The website also states Free Cancellation upto November 14 2018. The hotel replied stating no room has twin beds and that the website is wrong (other items also wrong). I immediately requested 2 rooms - not available. I cancelled via the website within 24 hours and also emailed the hotel to cancel. The last 14 days have been nonstop emails telling me I have to pay full amount, that the website "free cancellation: does not apply. I was asked to provide a copy of the website (from Agoda by Agoda!} I did - showing free cancellation. No-one bothers to read my issue - I get generic responses over and over. I have used Agoda on previous occasions but never again. To anyone thinking about Agoda - NO NO NO. Use a reputable and reliable booking system. Better still, contact the hotel direct and get correct information. Regardless I have notified my credit card to deny all charges.

I just checked in at Blue Condo Residence, Quezon City, manila and will spend more four nights. Everything is great but there is no blanket provided but only a thin bed sheets. I informed the owner and they told to bring me one but I haven't seen anyone. Blankets are the basic facility which shouldn't be a problem. I will wait until the last day. If the problem is not solved immediately, I need to stop others to skip this place although it is just a tiny thing.

Hi

I have booked 4 nights in Regent Hotel in Rome with you (booking ID: [protected]), 22/5 - 26/5/2018.

The hotel didn't live up to the expectations and I feel the standard was below what was described. First of all, on half of the nights there was no warm water in the bathroom. I have contacted the reception and were informed this would be resolved in an hour. After waiting for the hour late in the night to take a shower after a long day out, the water still didn't get warm and when I contacted the reception again, I was told the same thing: it'd be resolved in an hour. When I complained to him he told me that in fact the water won't be back until 4 hours later! The same happened on the following night (last night I stayed there): no warm water and no solution offered.

This is a major inconvenience and an unacceptable thing to happen in a 4* hotel without being offered any compensation. There were also other issues, such as not being given any extra toiletries throughout the whole stay. Therefore, I would expect to get a refund for this stay.

Regards
[removed]

a. When made reservation, the price showed in Agoda is in Japanese yen equivalent NT$. There is nothing related to USD.
b. But After reservation, Agoda returned the confirmed reservation was changed to they shall charge on certain day by USD 280 USD equivalent NT$.
c. By the time they suppose to charge, they actually charge me one day earlier than the due date and it was listed in NT$ by 8760 NT$ but the exchange rate is obviously so high compare to 280 USD.
d. And it is not the end, when I receive the credit card bill, they are charging looks like not by NT$ because my bank also charge another 131 process fee.
e. So in total, even forget about the variance between original listed price and their confirmation price in Agoda web, let us just talk about their confirmation price of 280 USD. I actually has to pay 8891 NT for 280 USD. 8891 NT is actually near 300 USD recently. They are charging me near 20USD more.

Date of Incident: May 24, 2018
Booking ID: 274380345
Full Description of the Incident:

Dear Sir/Madam,

I would like to raise a concern about the Cancellation Fee charged by Agoda based on the property policy.
"Cancellation policy for Chateau Royale Hotel Resort & Spa
Any cancellation received within 15 days prior to arrival date will incur the full period charge. Failure to arrive at your hotel or property will be treated as a No-Show and no refund will be given (Property policy). "

I cancelled my reservation in Agoda because I already decided to book directly to the hotel. I booked thru Agoda yesterday but my Check In Date at the hotel is June 8 and I cancelled it today so that they will not charge me anymore because technically its still 16days prior to arrival date but still, they charged me thru my credit card.

I already talked to the hotel and confirmed that Agoda should not charged the cancellation fee since its still beyond my arrival date.

Appreciate your assistance on this issue because the amount of cancellation fee charged by Agoda is big amount. I would like to request a refund.

My Booking ID: [protected]

I have booked 2 rooms at Makarem Al Shorofat Hotel at Makkah, KSA, for six days starting from 7-13 June 2018

Before confirming the booking in AGODA, I have searched other sites where better rated hotel were available in much cheaper cost but those are located minimum 2 k.m. away from Masjid Al Haram.
Then I came across AGODA and found that the above mentioned hotel is only 0.76 k. m away! I immediately booked it.

But later on I found that the distance is 2.4 k. m, also the location on map in agoda web site was shown wrong!

This is simply a cheating, how can agoda upload such a misleading information.

I feel being cheated by agoda and want to cancel my booking with immediate effect.
You also should compensate me for your such an unethical and fraudulent business.
I have already mail to customer service about 12 hours ago, but still got no response.

I have attached 3 photo, which says it all.
I deserve an early explanation from you on this issue.
Waiting for your response.

Mohammad Feroz Al Azad
Dhaka, Bangladesh

I have made booking through agoda and money got deducted from account, and after 30 mins I received mail mentioned that your booking is cancelled, as I have not cancelled my booking. money still not refunded in my account. please see the mail copy attached.

Booking ID-[protected]
Hotel-zip spree hinjewadi pune
Booking date-19 may 2018
Phone-[protected]

Booking # [protected]
I rang this afternoon (17th May 2018) to make a payment for a booking through Agoda at Club Raro in Rarotonga.
The price quoted when we booked was NZD 1, 392.00 the price I was told I would have to pay in AUD was 1, 452.00!
I understand that the exchange rate used is the rate of the day however please explain to me HOW we are paying more in AUD than NZD when the AUD is and has been for a few years, worth more than the New Zealand Dollar!

Hello,
My booking ID: 210253411 and I would like to report the Grand Continental Nomo Apartment in Guangzhou as they are very unprofessional. The second morning I left for shopping and in the meantime they cleaned my room. When I came back, I hurt myself in the leg as there was a broken glass in the room carpet although I did not have any glass item with me. My heel was heavily bleeding and when I called reception, they could not understand English. I tried to explain them and asked for help but they could not help as they could not understand anything and just send a staff in my room. Seeing my leg hurt and the broken glass, they did not care and just gave me tissues. I asked for first aid but they don't have, not even a medicine or bandage. The staff were very rude. Then I had to use google translate to ask them to inform their manager. Their manager was already at home and later I got a call from her where she can only say SORRY. She did not care to come to see me and how I get hurt. She just gave me 2 options, either her staff clean my room again or she can upgrade me to a bigger room. I asked for my refund but she said sorry she cannot give that. Then she insisted that I have to leave the room and gave me another room. According to her, it was a cleaned and bigger room but it was not clean at all. Neither of her staff helped us to move to another room. So with my wounded leg, I have to carry my luggages to another level. The following day also the manager did not come to see me or call although she said she will call me. They simply don't give a damn about their customers. Once I checked out yesterday morning, I received an email from an agent that she received my email address from Nomo Apartment and she was sending me her shipmen details. This is very unprofessional from the hotel to share my email address with agents without informing me about that. The hotel is well aware that I already have my own agent there and still they shared my email address with other agent. This should be confidential to share customers details with agents. I want my money back for this rude and unprofessional service from Grand Continental Apartment. It was a serious case when I hurt myself but they did not care of helping out with doctors or first aid. This hotel is not worth for doing this service where they cannot help their customers in case of emergency where the carelessness was on behalf of their staff who did not clean the room well and left broken glass on the carpets.

I have attached pictures as evidence.

I look forward for your justice decision.

Kind regards,
Ishina

Hi I booked a two night stay at DG One Stop Budget Hotel Ipoh for the 2nd and 3rd of May 2018 and had paid Via the FPX service. My account was debited for the amount immediately but my booking did not go through. There was no booking confirmation.
Transaction details
Reference no 670947
Transaction ID [protected]
Seller ID SE00007037 Moldpay Sdn Bhd Seller Order number [protected]
Amount RM150. 52
Date 29/04/2018 time 12:19:56
Source : PBe
How do I get my refund?

We have a problem with a booking in Florence - agoda confirmed the apartment company charged the credit card but until today we got only the street in Florence but no house number - so how can we find the apartment without house number
We called at least 10 times agoda thailand and not one time there was an employee to pick up the phone only the answering machine and a lot of music
That is a real bad service not to anser the phone - we send around 6 emails - same result
fA

Hi

My name is Choo-ake Suijiwanich, email: [protected]@gmail.com, my phone is +[protected].

i juts want to complaint services at agoda thailand. Actually I dont want to write this, wasting my time. BUT I think I need to. Today I called agoda early morning about 8.00 a.m.to change my room type at Centara Ras Fushi booking 9-12 May, to be another room type, Deluxe Spa Over Water, I contacted KHU NAM, she said okay, she will send email first and then called follow, I have been waiting until 11:00 a.m as I now Maldives is about 2 hours later from Thailand, So no one called me as Maldive is already 09:00 a.m. So I called Agoda again,
Khun Warapa picked up the line, So I talked with her and she said after hang up she will call Centara to
check if can change, So I have been waiting for her to call me back, until almost one hour. So I called Agoda again and Pornsiri has picked up and I talked with her not sure she can finish what I want ( as I am typing this complaint during waiting for her talking with Centara now about 10 mins, still not come back until I hang up and give up.

You can check I have been a good and royal customer for AGODA but what services I have received is very very bad.

I am thinking NOT to use your agoda again, I spent a lot of money booking hotels through AGODA, you can check my records.

Best regards;
Choo-ake Sujitwanich

Hello,

In march I booked an accommodation to stay at Fiji Namuka Bay resort from 16 March to 20 March 2018 via Agoda.com. I paid to Agoda but not directly to the resort.
I paid more than $80AU per night.
I would like to advise that never stayed at the accommodation in such bad conditions before.
First of all, for the holiday accommodation to stay in Queensland, Australia, the average price is around $80-$85 per night. Fijian's resort price was the same as in Australia.
For this price I expected to get a clean room and clean bed linen, as everywhere.
Unfortunately, Fijian accommodation was bad and did not meet the standard health requirements.
When I arrived to Namuka Bay Resort I have found:

1. The room was not clean, the floor at the room and bathroom was dirty, the washing base was dirty, the rubbish bin was half of rubbish (photo attached). The staff didn't even clean the room and bathroom after last visitors. I cleaned the toilet myself as I could. The shower didn't have hot water and built up outside of villa without roof. I could not have a recent shower for 4 days. Lucky, that the weather was hot and I swam a lot in a sea instead.

2. Bed linen was not ironed and looked dirty - some stains on the pillow cases (photo attached). When I saw bed linen I asked the staff immediately why the bed linen is so old and not even ironed. The flat sheet was very old and didn't look fresh but it is not visible on a photo. I questioned the owner if the bed linen was even clean as looked dirty. He replied that they never ironed bed linen and I should accept the things as they are because the accommodation was very cheap. I advised him that the accommodation was not cheap as I paid the average price for good accommodation in Australia where always clean and ironed bed linen and clean rooms. He was surprised that I paid such big money in AU dollars. He said to me that he thought I paid around $81-$82 Fijian dollars per night. I believe he got from Agoda.com around $80 Fijian dollars per night. Please note, it was low season in Fiji in March.

3. The mattress was so old so the bed bugs were inside. I have bitten by bugs every night and slept very bad for this reason. One of the staff have advised me that mattresses have not been changed for many many years since the owner built the resort.

4. The electricity was off every day from 6am to 6pm. The owner advised that I have to pay myself for 1 hour of using electricity if I need during the day. For this reason there was no kettle in a room. The staff in a kitchen collected water from the thermoses (what is left over) and re-boiled the same water few times if I needed to use for tea. They provided the thermoses for use.

I never stayed at such bad and poor accommodation in past.
I believe I have been overcharged for such a bad accommodation. The villas were empty. Only one couple stayed with me at the resort. I can understand why the resort was empty. Once people get there, they probably never want to return to such dirty and unpleasant accommodation.

I require to recalculate the price for this accommodation based on the real facts as it does not cost $81-81 AUD per night.
There are many resorts alone Coral Coast in Fiji for same price with much better conditions - clean and ironed bed linen, clean rooms and toilets, electricity and fresh boiled water during the day (including pool, nice environment and so on).

I am looking for your assistance to resolve this issue prompty.

I am dealing with Agoda.con since I returned back from Fiji on 20 March 2018. I sent several emails with my complain, attached th photos. So far, nothing has been done by Agoda. The customer service of Agoda is very poor. They sent to me automatic emails and quick response that they tried to contact the resort. But no action from Agoda. I will wait for few days for your response and then will lodge the complaint with Ombudsman and Fair Trading.

I have used Agoda.com and Booking.com a couple of times, however on a recent trip to Singapore, Agoda sent me an email which I didn't read because I was travelling, that my hotel booking for the following night is not confirmed, even though I booked & paid for it! Anyway, they called me up and gave me options, so when I checked my email I find that they offered me 2 alternatives in a 2 star category, when my original booking was for a 3 stars hotel with twin beds (was travelling with my son).

Naturally I was not happy with their alternatives and made it known, eventually after a long wait like a couple of hours, this was already 9 pm by the way, they got back to me with a 3 stars hotel but with King size bed, so I was very upset with the way they handled my booking, first they screwed up by not confirming a booking, they then gave me a lower category hotel and telling me I did not have to pay extra, and thirdly they don't pay attention to the booking requirements.

Then they had the audacity to wave a carrot in my face and say they would give me a discount for FUTURE bookings... that is when my blood pressure hit the roof and I basically told them to go and ... themselves.

So, no I will not book with them again.

ID:[protected]

On the 31st March - 2nd April 2018 I booked 2 bedrooms at the HILTON HYDE PARK, which cost me £417.02p.

When I arrived to the hotel after travelling 5 hours we went to check in then to be told they don't have our booking details, no rooms, and no reserved rooms under my name. Although we booked and had confirmation (which I showed) they said you do have a booking but it was with AGODA company and they did not confirm it with the hotel we were planning on staying at. I spoke to the manager of the hotel Jade Blasse who was extremely helpful and tried to find us accommodation at another hotel nearby which we did thankfully as it was the Easter and bank holiday.
Inbetween this we rung up Agoda which took over an hour to get through and spoke to a college called Kugan who tried to blame us and the hotel staff for this incident. After discussing this over the phone for 2 hours he understood that is was a fault on the companies side and admitted to this. I was told to find another hotel and that the company would pay the difference of $150 dollars only. Bearing mind the hotels were all further out from my preferred location at double the price and distance. I waited an extra 3 hours to find another hotel. I had 3 children with me also whom were very tired and hungry.
Due to this inconvenience we lost a full day and our plans were disrupted.
My payment was taken off of my card but I kept being told it hasn't and I wasn't able to use my card at the new hotel to make payments.
I have been trying to get in touch with the company when I got back then when I got through after 2 hours I spoke to a lady called Liz and explained the situation all over again she was uncooperative then when I asked to speak to the manager she put me hold for 20 minutes and then told manager was busy I asked to wait till he was free I waited another 20 minutes and was told then that the manager was now handling a call. I left the colleague my mobile number and email address which she reassured me the manager would get back to me on either one. I have waited a week and have had no feedback

I waited on the line for 88 minutes and no one picked up. I was charged over $300 and no one ever picked up. I was trying to dispute a charge. I didn't know it was an international call. This is so wrong! They wouldn't refund my accidentally made reservation and they never answered the phone. :...(.
This has all cost me over $800. Oh my God! I have gotten nothing at all for it. Nothing!

Dear sir/madam
We are in web development, web site creating and property management company, we have registered and handling more than 120 (hundred and twenty hotels) in agoda.com, agoda sri lanka team is given good support to handling property, problem salve and property activation before 2017 december, but now no anybody support us, sri lanka phone numbers always ringing and not answering, how to given support to run hotel and this service, please make arrange to appoint good management and service team to sri lanka, specially we need a responsible person to handling under our hotels, please resolve this problem as soon as possible - from adlanka international tourism pvt ltd kandy sri lanka-[protected]