Agoda
Reviews and Complaints

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]

Since I cancelled booking before check in date 1 week and the hotel find for cancellation only 1 night. I'd like to get the new reciept from Agoda but unforyunately Agoda can't issue it because of agency from China haven't got reply e-mail from hotel. The problem is this issue and the progress occured same everyday. no progress. I call everyday, that wait for long time. I need the receipt to claim with the company and the company must closed the fiscal year. If you won't foolow up urgently, I have to take that expense.!

I cancelled my Hotel Booking through agoda, by mistake. I am trying here and there to reinstate but not able to get help.

Last 12 mins iam on call waiting for someone to pick on the number 00 44 20 3027 7900, even as I am writing, yet no answer. I finally have to disconnect. Does it mean that if a user deals with your site and post completion he is on his own?.

This is not fare, why you guys are not reachable, at all, and if so distant than why do business at all..

How should I take this up..

Shailesh

I have spoken to an Agoda representative and sent 4 emails, he was supposed to call me back yesterday to resolve my issue but no call, no email, nothing. I waited 1.5 hours on the phone yesterday to speak to someone and now have been waiting for 1.41minutes so far. Possibly the worst service ever and no chance of have my issue looked at because nobody responds and no one can possibly be waiting on the phone for this long every day to have their issues resolved.

I found some body has misused my credit card for booking hotel at Agoda. I tried contacting them but there is no source of doing as they are not responding to emails... Could not connect through phone also. I don't understand why there is no transparency. Please don't book any thing from the website as they are just to earn not to provide any service

Dear Agoda, my name is Jane Paauw and I am the General Manager of Mad4You Hostel in Madrid. Since the beginning of February are experiencing a lot of problems with Agoda:
- Agoda lowering our prices on their website, which causes problems with other OTAs regarding rate parity
- Agoda waving late cancellation fees without our consent
- Agoda adding the option for guests to pay at the property, but not allowing us to check the credit cards, which results in No Shows we cannot charge and therefore, us losing money
- After various problems with the new option for guests to pay the property, Agoda confirmed by email to deactivate this option but they did not or they reactivate this option without informing us.
Short: we are losing money due to Agoda and our entire team is very frustrated about all the problems we are having and the time the Agoda Spain team is taking to solve it. And they promise to solve things they do not solve, etc.
The Madrid/Spain department is NOT helping us. Therefore, I request a superior department to help us out.
Thank you very much in advance and kind regards,

Jane

I was booking for a hotel and due to sone problems on the website i cannot get through with the payments. After i managed to finally book, my credit card bill shows that i have made two similar bookings and i was charged double the amoubt. I am very unhappy with the functioning of agoda website to process payments. It was due to some technical issues on the website.

Need to cancel booking for 3 May 2018 due extremely grave personal circumstances

But booking says non refundable even thought this was not clearly flagged at booking stage

I'm a big Agoda fan who will be lost forever unless this booking can be cancelled in this particularly distressing moment

I have many future booking requitements very shortly also

Await your advices soonest

Joseph Martin
[protected]
[protected]@yahoo.co.uk

This is exactly what happen to me in Indonesia. The day I submit reservation I got email notification.
Is there any flaws in Agoda.com system, so some person get the credit card information from its database?

Although it's just 1.00 USD, but I got twice notification.
I have to cancel the reservation because I have to change my card due to this incident. This is unacceptable.

Below is email notification
------------------------------------
Untuk kenyamanan dan keamanan Anda dalam bertransaksi, berikut kami informasikan penggunaan Kartu Kredit CIMB Niaga Anda.

No. Kartu Kredit :XXXXXXXXXXXXXXXX
Jumlah Transaksi :1.00 USD
Tanggal/Waktu Transaksi:[protected]:54:47
Nama Merchant :AGODA HOTEL RESERVATIO Budapest HU

The credit card statement arrived recently and I was billed php 5000 (~$100) for a reservation through agoda in budapest, hu. I made no such reservation. For my most recent transaction, I used a different credit card. I saw other people experiencing the same thing. I called agoda to inquire about the problem, but after waiting for 26 minutes, my call was dropped. I also sent an email and i'm still waiting for a response.

They claim to offer a guarantee best price if you find it cheaper on a competitor website they'll refund the difference. This is false.
They take the money off you and you provide them with all the information they "request" and then claim something completely absurd. I found my hote on booking for half the price they offer and they refuse to match or even offer anything in return. Extra "taxes" are not made clear until booking has been made and payment taken.
Absolute fraudulent company, never use them!

I recently booked a 2 bedroom apartment in London with Agoda. It also said that it had 2 bathrooms, 1 double bed and 2 single beds.
When I checked with the property where we will be staying as I always do, they told me we had paid for a 2bedroom apartment but it only had 1 bathroom, 1 double and only 1 single bed. This apartment is a lot smaller and cheaper. Not what I booked.
There are not even enough beds for the four of us. I took a photo copy when I was making the booking which clearly states what I should be getting which is 2 bathrooms and 2 single beds to accommodate the four of us.
The property we are staying at in January 2019 which is No 1 Mansions, Earls Court, London kindly emailed Agoda with my issues
Agoda got back to me saying I have a 2 bedroom apartment. They did not mention the issues I were raising.
I have emailed them several times and they are not replying. I tried phoning Agoda but there are long waits and I am ringing from Australia.
I am not sure where else I can go to complain.

I have an ongoing problem with Agoda over the 50% cancellation charge when cancelling 221 days before arrival. I have written twice to agoda customer care but they do not bother replying to my emails.
This cancellation charge is nothing more than a grab for money as the hotel can easily re book the room as it has a whopping 221 days to do so. There is no logical reason for this charge so far in advance, other than a sneaky way to cheat people out of their money. I understand that quite a few hotel websites have a policy of no cancellation but that far in advance is nothing more than a scam. I find it a totally unprofessional way to run a business as it shows a disregard for honesty and integrity.
Can you explain what reason there is to charge a 50% cancellation fee when it is more than 6 months before you arrive? I have contacted a few hotels and none of them have such a ridiculous cancellation charge that far in advance. It is only the hotel booking websites that create that charge, so please explain the need for it to me.
Thank you
The reason I am complaining is because I made a total of 5 hotel bookings with Agoda (booking 2 rooms for a total of 22 nights costing $1, 803 AUD) of the 5 I booked I did not realise at the time that the Furam Silom and the Narai Hotels had this ridiculous 221 day cancellation policy. I previously wrote to Agoda and very kindly offered to pay the 50% cancellation charge or give me $20US credit on my next booking. Because of the hassle of cancelling and the wait to get my 50% booking fee deposited back into my bank from their partner company and then waiting for Agoda to deposit the other 50%. I decided to just leave it and take the $20US credit. unfortunately I have already booked all my hotels and cannot use it and I doubt I will be able to use it the next 12 months. Anyway I decided to leave it at that.
A week or two after booking the Naria hotel (the other hotel with the same cancellation policy) of which I paid a total of $428.70AUD, I found the same booking with Agoda was now $349.38. Normally I could cancel and rebook the same hotel at this cheaper price, but because my booking had that ridiculous cancellation policy I could not cancel it and thus save some money. I have emailed Agoda twice asking if there was some way I could cancel and rebook the Narai for the better price, but no there in customer care seems to care or bother with a reply.
I have been a loyal Agoda customer for many years, and have never been caught before in this cancellation scam. I have always posted positive reviews on various websites about Agodas great customer service and professional attitude but with this cancellation scam, I feel like nobody there cares about customers concerns regarding the reason why this cancellation charge is necessary so far in advance of cancellation.
Seeing as I have spent a total of $1, 803AUD for my 22 nights of Agoda bookings. Can Agoda help me cancel and rebook the 3 nights at the Narai hotel for the lower advertised price?
Thank you
Glenn Davidson

Booked two apartment at Vancouver from 10-16 March 2018. We have 9 ppl arrived on 10 Mar but no apartment for us and the PIC no show as well.
Contacted Agoda and confirm the apartment operator only can release the room for us from 11th March, so Agoda confirmed to return the rental fee for 10th March, ask us to find hotel and return to apartment next day

Agoda also confirmed to take over the refund on behalf of their business partner

Almost a month since our trip completed, the refund still not received

So disappointed of Agoda's services

I booked a property thru agoda. Property was at lucky plaza apartment orchard road. The first card that I used to secure the booking has been declined. So I told my sister to secure the booking using here credit card. And since agoda told me that it was just used to secure the booking. Because it was pay to the property booking. Yet they charged the whole amount to the credit card that I used to secure the booking. Since two weeks now I kept on calling customer service ive talked to 2 representatives but they didnt even solved my complain instead keep on telling me that they would call or email me. But till now there's no call or email. Now they send me email to again secure my booking because the credit that I used is invalid. But they send me confirmation email that my booking was confirmed. And they even charged tha whole amount to the card that I used. Now I need the voucher stating that I have already paid the property. I called cs again but all in vain. Answering machine is always on. Since I would be going to singapore so I would try to visit their office for clarification. I felt that I was scammed. I was expecting thag agoda is a reputable company but I was really wrong. Agoda sucks

I went to agoda to book 2 nights at the Hilton. Apparently there was an error. It booked me same day for one night instead of 2. When I call to report error (within 2 hours) I was told I had to give 24 hours notice. This was not possible due to the circumstances. When I called and explained staff was rude and told me they spoke with the hotel and they were unwilling to work with them and I would have to pay 187. I was instructed not to call the hotel. I did and they informed me agoda never explained the circumstances and just said I could not make it. The hotel changed the date and was polite. I did agodas job. If I had not called I would have been charged 187 for an error I addressed within hours.

I made a booking for my daughter via Agoda Website for a hotel in Kuta. It was her first overseas holiday and she asked me to do this for her as I am very experienced at booking/researching holiday accommodation. When making the booking there were lots of deals for Bali Accommodation on various sites including Wotif, Booking.com etc they were all offering the same room with breakfast included. I ended up choosing Agoda as the promotion we booked said that it included transfers and I couldn't work out if the other sites would also include this. A Few days prior to check in I contacted Grand Barong to make sure they would be at the airport for my daughters arrival. They then advised me that transfers were not included and nor was the daily buffet breakfast. I was obviously extremely angry at this as I had spent so long researching which company to book through. I tried to contact Agoda several times and they could not even have the decency to respond or call me book. The hotel sent me a copy of the booking confirmation which says Breakfast is not included. So basically Agoda completely ripped me off. I would never have booked with them if this was not included. I wonder how many more people they do this too? I will never book with them again and strongly advise no-one else too either. Regards Marcia Florence (Booking ID [protected]).

I was charged for a room in usd currency instead of singapore currency although i booked it in singapore. When i was making the payment, the transaction page did not show that it is in usd, it just shows a dollar symbol. It did not make a small notation that it is in usd or s $. In the end, i was charged s price that is about $70 more expensive if i were to book it in sgd. I called the customer service to cancel it immediately, however she only get back to me next day that it is non-refundable if cancelled. I am disapointed by the service.
The webpage is totally a scam as well, trying to mislead customers. Saying "last 2 rooms" and after i booked a room, it is still "last 2 rooms" Agoda really disappoint me much, and i will not use it again

I see in you site (along with other sites) that you are advertising Baan Sathorn Chaopraya (Locted in Bangkok Thailand) as a Hotel. this is not a hotel! It is a residential building. Agoda (along with many other agents) is not only misleading the customers by advertising this residential building as a hotel. You are also contributing/supporting illegal businesses by facilitating short-term rentals in residential condominium building (illegal by law in Thailand). This is absolutely unbelievable! Why would you do that! Aren't there enough legal hotel businesses around the world?
Me and many other legal residents of this once quiet and peaceful residential building are asking that you removed this property from your site once and for all.

Hi,

I have recently had a fraudulent transaction on my account following a customer you have had on your website. I inquired about a property I found on your site through Agoda and was sent a fake booking link to complete the transaction. I trusted a site like Agoda not to have criminals like this through their site and now I have been scammed £557. Please can you let me know how I can go about making the claim to get this back as my bank will not refund me.

The recently viewed tab on your homepage shows that you are aware they were frauds but unfortunately too late. I am in England but it was for amsterdam.