Agoda
Reviews and Complaints

I want to access my booking for amending it. somehow it is not responding.
Last week I have done booking for hotel in Mount Abu, India. ineed to amend this booking.

Name VINAYAK MANGAONKAR
Booking ID [protected].
Require to amend the dates.
My email Address is wrongly entered in the site.
need to be corrected.It is vd.[protected]@gmail.com.
Pl correct the address on site so as to access.

Dear Agoda,

I would like to condemn and complain the way how Songwontel Guesthouse (in Seoul, Korea) treated us and rejected our Agoda booking when we arrived at the venue and showed them our booking confirmation! We are expecting a warm welcome, but instead, the owners of Songwontel rudely told us that they are fully booked, and did not honor our Agoda reservation despite that our credit card has already been charged! Our Agoda booking was made days ago. How come they could be fully booked without considering our prior reservation?! Worse, the owners got mad at us when we insisted and presented our Agoda booking. Though they are speaking in Korean, I could barely understand that he rejects Agoda's booking rate of ₩34, 000 for being too low since it's Christmas peak day. The owner's wife tried to offer a smaller substandard room out of shame, but we rejected it because that was not what we originally booked. As a customer who made a reservation in good faith, this is absolutely unacceptable! I cannot accept the way Songwontel treated us especially on the Christmas Eve (and with heavy luggages), putting us in precarious situation of looking for other place to sleep all of a sudden! Songwontel did not also even care to reply when we asked via email for directions on how to find its location the other day. They also did not apologize for what happened!

Therefore, I would like to request for full refund without any penalty of the amount that we paid in credit card. Secondly, please don't tolerate Songwontel's hostile behavior toward Agoda's clients since they are not only dragging their own reputation, but also of Agoda's reputation. Worse, they also cause trouble to clients who innocently rely on the booking confirmation. Clients ultimately suffer in the end, so please do something on this issue - maybe you can blacklist Songwontel Guesthouse or whatever. The moment that they dishonored our Agoda booking, they already exhibited their disrepect to Agoda as their business partner, and this issue could be subsequently repeated to other Agoda's customers. So think about it..

Sincerely,
Ronnell

For refunds no one is responding to my emails. Its been more than 8 days on my first request. Then when i chatted -" they saying we havent got email, send again" .

three days after email - no one till responds. Now they want user to select exact same period, which you guys can do.
But still dont want to do, so that just want to delay and the offer should go - so that you can cancel the request.

Pure fraud and cheating way of making money. Luckily the same is still available and have send them screenshots again -- Lets see what they will do
Agoda Booking ID [protected]

Update 21 Dec -- No positive response yet from agoda...

To Agoda

agoda cheated on my S$400++ credits. they credit back into an obsolete credit card and asked me to claim from that bank, is there a better excuse than this?

what can I do to get back?

also Mr Yoga from their customer service is very rude to me on the phone.! what can you do about it?
All my loyalty of 5 yrs has gone down the drain!

Very annoyed customer!

Since the inception of our relationship with Agoda, we have not had any of the funds collected by Agoda from clients sent to us forwarded to us. This is since 2014.
When I recently requested that they send these funds to me, they requested that I forward my bank information and proof that the account to which I wanted them to forward the funds did, in fact, belong to me. I did so. I then had an email from Mr. Asif Khan providing a procedure to do this. The prompts he directed me to use did not appear when I used the Extranet to do so.
I then sought the assistance of Ms. Zara Waas of Agoda's Colombo Office who simply informed that I should have directed my request to [protected]@agoda.com. I had in fact replied Mr. Khan's directions to [protected]@agoddatataskmanagement.zendesk.com which is the address from which I was sent the email.
THE SIMPLE FACT IS THAT AGODA CONTINUES TO RETAIN FUNDS BELONGING TO ME AND, IN SPITE OF MY HAVING PROVIDED DETAILED INFORMATION OF THE BOOKINGS AND THE INFORMATION OF THE BANK ACCOUNT TO WHICH THEY SHOULD BE REMITTED AND PROVIDED PROOF THAT THAT ACCOUNT BELONGED TO ME, REFUSES, UNDER ONE PRETEXT OR ANOTHER, TO FORWARD THOSE FUNDS.
What can be done to rectify this totally unacceptable state of affairs? (Please do not supply me with yet another set of incomprehensible instructions that cannot be followed)

Emil van der Poorten
Halgolla Plantation Home - Agoda #579962
Galagedera 20100
Sri Lanka
Mob. +94 (0) [protected]

Dear Agoda,

I been shocked about how clients been treated and the phone is been slammed down on me. 

It must be the rudest conversation I came across in a long period. Spoke to my lawyer right now and he can not even bother to go against Agoda because this behaviour is outrageous in the first place.

This is my money and NOT the money from Agoda. 

So I want to have it sent to my credit card back and not as a deposit for future bookings, specially not after this rude unprofessional conversation with your customer service. 
A discrgrace for Thailand this customers service.

Kind regards,  

[name removed]

The Palm Wongamat Pattaya is a private residential condo where holiday and short term rentals are not allowed and this practice is illegal in Thailand. It is also having a detrimental effect on local hotels. Those who do book are not allowed to use facilities pool etc and could be ejected by juristic security. This is causing major issue to the owners and residents. Bad behaviour, damage. Over usage of amenities where the actual Owersby are being overrun. The local authority are now clamping down and this condo will be taking a much more hard line approach. Do you not do any checks on the locations that you offer? You are acting illegally.

We made a reservation for a Deluxe Room via Agoda during a long weekend. Later on the same day, we made another booking for another couple for a Budget Double Room via booking.com. Upon check-in we were billed immediately for both rooms we had booked and later both families were taken to the rooms allocated. Once we saw the rooms we said that we had made bookings for 2 rooms; One Deluxe (via Agoda) and One Budget Double (via Booking.com) and only then the guy who came with us said that both rooms allocated to us were budget rooms. One room had two single beds and the other a very small double bed. After having made a reservation and paying for a Deluxe Room they allocated a Budget room for us as well and simply kept quiet about it. The staff basically lied to us trying to give us a lower standard room. When it was brought to the attention of the Front Office Manager; a very cunning lady, she said that they had obtained both bookings through Booking.com even though one reservation was made through Agoda. She refused to give us the Deluxe Room we booked via Agoda saying that they got both reservations from their login from booking.com even though we had the document to prove the reservation we had made. NO apology was offered and the front office manager refused to accept that they had made a mistake and give us the room we booked.

We then contacted the Head Office and the Group Accountant (Dedigama Group) who picked the call apologized for the mistake made and assured us that "Their business was hospitality and not Retail" and that they will take measures to rectify the mistake. He called us back and said that he has informed the staff to provide us the room we booked. We waited for over 3 hours and yet, on no occasion did any of the front office staff approach us and tell us that an arrangement had been made. It was only when we inquired saying that we were informed by their Head Office that an arrangement would be made did they tell us that we were allocated two triple rooms. When they showed us the rooms all toiletries and tea making facilities were available. Once we moved into the room we found out that all toiletries except for a bar of soap had been removed along with tea making stuff. None of the amenities mentioned in the reservation were available. It was a total farce. No wifi is available for rooms even though it is mentioned in the Agoda reservation. Instead of giving us the room we booked they allocated to us an old room with a lot of maintenance issues, to ensure they had their revenge. The room was old, dusty, with a broken AC and full of mosquitoes. As we were fed up we simply took the room as it was just one day.

Breakfast was also very disappointing. Buffet was nothing much with the fruits being old and about to decay hence not very edible, cold milk for tea making. The staff ignored us for our entire stay and the rude Front Office Lady Manager was unprofessional enough to point at us and make very unprofessional statements to some of the other managers present during breakfast. The only good thing about this hotel is the view. After having traveled all over Sri Lanka and to other countries making reservations via Agoda, this is the first time I have encountered such unprofessional behavior and staff. It is highly disappointing to find such low grade people. We make reservations via Agoda because we trust the site. However these hotels do not recognize reservations made by agoda, breaking the trust we have placed in you.

Requested to cancel hotel in Bali due to volcanic situation but was told that hotel replied saying it requires a cancellation of flight before they can cancelled my booking.

Wrote in to the hotel myself to defer the dates, only to be offered a cancellation- no fuss and additional documents needed.

Hotel wrote to Agoda on my behalf to cancel but receive no acknowledgement, until hotel informed me to call in personally.

On top of that, before I wrote in to the hotel. I requested for a deferment. Agoda expected me to give them the new dates by the original date I supposed to check in, which is less than 1 week - and again indicated its the hotel's decision. Common sense will tell them I obviously couldn't decide with such unpredictable volcanic situation.

Such repeated unethical doings in a single transaction.

Tried to book online, no confirmation received no booking in my bookings on the ap so thought nothing had gone through.then Today the amount for the hotel has been charged to my card. I cannot contact Agoda by phone as I don't have any confirmation of said booking therefore no booking reference. Cannot contact by email as have no details and cannot find any online either it's all phone numbers of which you cannot actually talk to someone or proceed without a booking reference.

Good day,

My name is René, a while ago I made a booking on Agoda. I flew home to Cape Town where my parents stay, and as a surprise I had booked a stay through your website

Excited to spend much needed FAMILY time, we took am hour drive to The Lagoon Beach Hotel and Spa.
This was supposed to be a two bedrooms self catering apartment over looking the beach.

Upon arrival we were moved our of the hotel to a separate section that was nothing like I had booked.

The place was somewhat dilapidated and nothing like was described. It had none of the facilities advertised on the website and it was nothing like we expected.
Bearing in mind that both my parents are +60 years of age, we required the facilities as advertised.
The hotel staff were unhelpful and in an attempt to rectify the situation they offered us 2 separate hotel rooms with nothing but a bed, tv and bathroom.
The rooms were on opposite sides of the hotel and as a consequence it was not suitable as my parents need constant attention.

We arrived at the premises and the hotel being unable to assist us, we left 4 hours later.

I have tried everything to get my money back, it's enough that my getaway was ruined and my family placed in s stressful situation, but now your company is refusing to give back my hard earned money. Money I had been saving for months to afford them the opportunity to go away.

This can't be right... this can't be fair
The money I spent on this weekend away is the equivalent to my mortgage payment for a month. We did not stay, we did not use any of the facilities.

I can simply not believe that your company can do this to honest people.
No one is willing to assist me...

How can this be happening?

As per my booking ID [protected] on 2017, 25 November I had booked Grand President hotel on 1 - 11 Dec 17 with Junior Suite room, after book I got messages from bank already charged full amount of my booking.
I waited for confirmation of booking for a night it wasn't sent till I contacted to agoda and they replied that my credit card not charged yet.
I contacted with my bank but the answered already charged by agoda

Then I was check on website the room on my need still available for last room.

I decided contacted them via email help me for cancelled the first booking and unblocked my credit card

After they cancelled previous booking but for unblock credit card take time around 1 week If I wait for a week it over my stay, it's mean I need to find the big amount for make my reservation again.it make me a big trouble

I would like recommend your system and processes should be improved
and find a good solution for customer not thrown the problem away from your company

I made reservations with you for long time and agoda is good method of me but now it not ever

Agoda does not want to refund us cost of booking even the website stated that cancellation was free if cancelled within a day, which we did.
We have been in extensive discussions with Agoda, even provided them proof of medical necessity to cancel but they keep asking for more details and reasons.
We should not have to provide this as the booking had the option of free cancellation within a certain time which we met.
I want a full refund of this booking Agoda Booking ID [protected] Check-in October 19, 2017

To whom it may concern
Re: id [protected]-1-[protected] - 17th November 2017 staying at Mitre Hotel Manchester
I made a reservation on 24th October for the Mitre hotel. I booked this hotel as it was central and close to Manchester Arena where I had purchased tickets to see Depeche Mode in concert. At the time of booking it was non refundable and confirmed that the reservation had been made. My money was taken out of my account. We arrived at the hotel at 5.30pm. The hotel advised that Agoda had cancelled the booking and the hotel was now full. Myself and the manager tried to ring Agoda but could not get through. It was now 6.15pm. the manager from the hotel said that a room was available at the other hotel which was 15 minutes walking distance. When we arrived at the hotel it was 6.30pm. We had to wait for the manager. It is now 6.45pm and the concert started at 7.30. The manager said that the room was out of order because of the condition. The room smelt of vomit from the previous guest and you could not open the window. it is now 7pm an we had drove 50 miles straight from work and we needed to get changed. I asked if we could see the room as we are now desperate and needed to get showered and dressed for the concert. The room smelt disgusting. We quickly got dressed and thankfully made it to the concert. Later that evening we had nowhere else to go so I had to return to the hotel. I sprayed perfume on the pillow and could hardly sleep. We got dressed at 8am and left the hotel. I have never experienced such an unpleasant stay and want to be compensated for our inconvenience. The Mitre hotel said that Agoda had know about the cancellation several weeks before we arrived. There had been no attempt by Agoda to contact us to make alternative arrangements.
I look forward to hearing from you

Regards
Matt Smith

I had book 4
Rooms for 12 person trip, how knows agoda bad arrangement, give me 4
Units, one unit 3 rooms... total we have 12 rooms now! Bloody stupid makes me confused bout 4 units but writen 4 rooms. And from the Homestay page can see one unit 3 rooms suitable for 6 persons ! How's agoda can arrange 4 unit for 12 persons trip? We had overpaid another 2 unit without people staying 😤😡

I had made a cancellation of my booking with agoda (booking ID: [protected]) on 22-Oct-17. Even after 26 calender days, my refund has not been processed. My efforts to reach their customer care numbers remained futile as these guys simply hang on you for 8-9 minutes and then disconnect the calls automatically. Emails sent to them also remain unanswered.

I made a hotel booking via agoda and decided to cancel the day after. My credit card was charged an in authorized amount even though the t&c stated clearly that "there will be no charges coming through" and I select the option to pay to the hotel directly. Now I have cancelled the booking and agoda left me to deal with a unpleasant refund process as well as an international transaction cost which shouldn't be there in the first place.

I paid fully amount room# 212 in which shortly after realized that there is a no-pet rule and I have small pet with me and had to immediately find another hotel in which did allow pets. I was told by the staff at the Econo-Lodge in Mesa, AZ to contact te Agoda Company for a full refund back on my Visa/Debit card tonight. Please contact me with any questions and/or issues in which I could be of any help in fixing this issue and be of any help with the process of regaining the funds back on my Visa card asap. Thank you ..Jessica Hollabaugh
[protected]

Hello agoda,
I am writing from Sikkim India I was in Thailand recently I was charged Rs. 17368.12 for booking reference number [protected] hotel ramada Bangkok from 24 to 30 October I was unaware of this as I didn't stay in the above said property as I did not get any confirmation hence I stayed at the baiyoke boutique hotel instead last moment measure.

Hence I would be very grate ful if the refund can take place at its earliest thank you .

Dawa G Bhutia

I stayed in Mercure Bugis Hotel in Singapore between 24-28 October 2017 and while checking out the hotel they charged me taxes although Agoda shows the total price with taxes. The hotel and Agoda are cheating people with tricky price show policy. Agoda shows the total price with taxes however hotel claims that the prices are without taxes. This is mutual game against to guests to get more money from costumers.

Terrible and dishonest service of both Agoda and Mercure Bugis Hotel.