Agoda
Reviews and Complaints

I made 2 bookings on 18th May in Hilton Vancouver airport Hotel for 2 days (2-4 June). After booking and payment was settled I received email booking confirmation. I also received a text message from my bank confirming that the payment had been made. But when my boss would like to checked in the hotel they said the booking was cancelled because there is fraud identification. Even they already showed their payment receipt from agoda, passport and the same credit card that i used to booked this hotel. The hotel said someone who owned the credit card called them and asked to cancelled the booking. I called agoda and they asked the hotel and waiting confirmation from them. Around 10 pm i received email from agoda mention the booking was cancelled and they will refund the payment. But my point is how come this is happen because i booked those 2 room with 2 different credit card and ended with the same issue. My boss really upset. This is really bad experience. And what can you give to us for this inconvienience? Please respond.

I booked (booking id [protected] 03-05/06/17) a pool view bungalow at the Mangrove River Resort (Sihanoukville Cambodia) but did not get this, instead we got garden view (see pics attached). They said that they received the booking as garden view as their pool view have been all booked out. When I asked that they should refund the difference in price to me I am told that they could not do it but offered free coka cola. I don't drink coka cola! I'm further told that the new management is in the process of changing card machine payment etc and therefore unable to refund. I don't think this is a good enough reason. I'm highly disappointed as I booked the pool view for the view itself, I wanted a get away free of stress and a clear view from built up areas which I face at home. Unfortunately I did not get this! I therefore would like Agoda to refund the difference. I've been greatly satisfied with many of my previous Agoda bookings and I hope this matter would be resolved satisfactorily. Many thanks. Mrs Preston.

Dear Agoda,

April 14-April 19
The amount of Php 1595.64 was charged to my BPI Express Credit Card for Agoda Hotel Reservation London. I did not plan to go to London thus would not have made any reservations or bookings in any hotels in London.

Please clarify and send a letter to BPI Express Credit Card Philippines for erroneous charging.

Warm regards,

TERESITA PASCUAL
ERGONS Project Marketing Consultant
16Flr., Suite 1618, City & Land Mega Plaza Bldg,
ADB Avenue cor Garnet Rd, Ortigas Center, Pasig City 1605 Philippines
Tel: 687 1099 CP: [protected]

Dear agoda,

I would like to ask for refund due to improper information shown on agoda web. My friend and I, total in 3, booked pade dive resort Deluxe ocean view for 5 days 4 nights with RM248 per night. Information shown is 2 single bed and 1 king beg. With this ‘2 single bed AND 1 king bed, we assumed there are 3 bed total in one room.

IT SHALL BE WRITTEN IN 2 SINGLE BED OR 1 KING BEG FOR BETTER UNDERSTANDING.

Unfortunately, 1/6/17, I arrived at 1730hrs. I was told there is only one king bed and 2 single bed in each different Deluxe ocean view.

Hence, we decided downgrade our room to garden view which cost RM217 per night as we are running out of budget. It was because we did add in one extra bed which cost around RM455.

We have to force to downgrade in order to cover our expense.

I’m fully understand RESERVATION GUARANTEE that I should not approve alternative accommodation. But we have no place to go without immediate intervene.

I looking forward for your prompt action.

Thanks in advance,

June

I booked a villa in Maldives for 3 nights (USD 2, 796.27) with Agoda about 2 months ago and I received the email indicating the charged amount of USD 2796 on May 24.  

For fair practice code, Agoda should had charged the THB equivalent of USD 2, 796.27 on the pay date of May 24, 2017.  The exchange rate on May 24 is 1 USD = 34.44 baht so it should be THB 96, 303.5388 BUT my credit account limit has been deducted with THB 101, 094.39 (THB 4790 over ! with the exchange rate of 36.15 THB/USD). When I contacted Agoda local on May 24, the staff told me that the amount will be amended to THB 96, 783.54. That is fine with me, actually I want to be charged with the exchanged rate on May 24, no matter the rate increases or reduces. On May 25, my credit limit is still the same, no amendment, so I contacted Agoda again, the local staff responded that the amount charged will be amended in a few days. In this regards,

 1) I am not sure how much in THB will be charged at my account as well as the actual charged date; as the exchange rate varies day to day, in fact, Agoda should use the exchange rate of the pay date indicated in the confirmation mail (May 24); 

2) from my case, it seems that Agoda intends to make profit from exchange rate; 

3) If luckily Agoda amends the charged amount 1 week after May 24, still  the customer will lose the amount in his/her credit limit for 1 week. 

We are the Gnanams hotel in jaffna Srilanka, we no of time trying to call your SriLankan agent Mr Safraz his phone is ringing but no answer from him why? but we are receiving your voucher with out any card nos. so we are unable to collect the money from the Voucher. So please take necessary action against this matter and we have an other problem unable to login the ycs agoda so please inform your Srilankan agent and help us immediately.

I booked a room for 2 days for 31/3 & 1/4/2017 which agoda online gave me an option of 'book and pay later' in early March 2017. Prior to this booking I failed to receive any booking confirmation or reminder for payment until 27th March 2017, I tried to manage my booking by using the ID booking which was given to me on the day I made the booking. I'm unable to retrieve my booking to make the payment. It shows that agoda online server is down. I tried for 2 or 3days until I had to call The Light Hotel Penang to check if my booking is confirm? The staff from the hotel advised me that I do not have any booking for the room on the mentioned date. I told her I'm unable to access into Agoda online then she advised me to do a fresh booking. Based on her advise and confirmation that my booking was not captured, I made a fresh booking together with the payment and it was successful.
When the day I arrived in Light Hotel Penang I was told that I HAD ANOTHER ROOM BOOK FOR 31/3 & 1/4 AND PAYMENT WAS MADE? I have decided not to take the room as I told them it was not confirmed and advised by their staff. I went to Public Bank to check on this and was advised I was charged RM481.00? How can this happen? This is my first time booking through agoda and I'm so disappointed with such a big organisation could make mistake and charge unnecessarily. How did my payment went through without my debit card bank details? PLEASE REFUND MY RM481.00 THAT WAS DEDUCTED WITH MY CONSENT. THANKS
Please look at the attachment, confirmation which the bank provided that RM481.00 was charged.

Agoda is absolutely ridiculous and I don't recommend them to anyone. I tried to book a hotel stay and they did not accept my card.
I even contacted their support service and asked them to help me with my reservation and they said that there was some kind of issue with my card.
Then they said that they need a photo of my passport and photo of my card to verify that I was the real owner of the card.
I refused to do that, who do they think they are!
Agoda is not to be trusted!

I had book a room at JB Central Hotel through Agoda and the room is in terrible condition! I had a change of 3 rooms and none was in an acceptable condition.
The first room (1212) had its front door lock half spoiled, toilet bowl choked and the internal lock had screws off as well as the lock broken into half. The bed sheets were stained with blood.

The second room (1410) had its front door spoiled. I could open the door without even having to use any card keys. The bed sheets had some dirty stains.

The third room (1418) had holes on the carpet floor and at the same time, one of the bottled drinks were being drank and not even replaced! The bed sheets were stained with blood as well.

All three rooms' air-con were not even cold and its warm in the room despite being turned to the coolest temperature and highest fan speed.

Agoda being such a huge company, i presume that hotels with 5/10 ratings would at least have a substantial amount of standards. Aparently from what I see, it is horrifying to find such hotel standards being listed on Agoda!

I am so disappointed in what Agoda provides to its customers! Who would be able to stay in a hotel room like this? I do hope to get an explaination for this from Agoda.

Thank you.

Dear sir

I booked a hotel in bangkok
1) date of 28th may to 29th may( hotel ramada dmm ) booking no.
[protected]

Booked a hotel in kuala lumpur, malaysia
2) date of 29th may to 31st may ( hotel arenaa star ) booking no.
[protected]

3) date of 29th may to 31st may ( hotel arenaa star( booking no. [protected]

Pls send me hotel booking reservation voucher and hotel details in my mail id
[protected]@gmail.com
Harish.[protected]@gmail.com

Waiting for your reply
T.G.Harish kumar
[protected]

On 31st March i booked an apartment in cyberjaya, n arriving location no information about owner and i had to walk forth and back talking to security guards hardly can understand local nor english language. Got the key no electricity in the unit. Called agoda cs, n step down found another party who booked earlier n paid was there. Confused n clarify with cs, there has been double booking. I was cool about as I'm from an IT industry and understand system glitches happens..

Agoda cs offered nearby similar facility which was on the expensive side which i could not effort. Agoda was so 'kind' to provide me a comfortable stay with no extra charges from my previous booking, but the condition was i had to pay first and a refund will take place within 24 hours according to the cs agent.

Points to take note.
1. My Booking ID [protected] Check-in March 31, 2017 was cancelled by agoda when i check in my app on the same day amounting RM63.60. This booking was book first pay later but upon cancellation RM60 deducted without my knowledge and an email sent saying gst RM3.60 payable at property. This is against Agoda policy and considered scam.

2. My replacement stay Booking ID [protected] Check-in March 31, 2017 was fully charged amounting RM178.86. REFUND promised 24 hours. I made a call after 3 days, i was informed by Agoda cs very unpleasently it takes 7 to 15 working days.
I made 5 calls in total wasted my prepaid mobile money most of the time put me on hold unable to answer a question about a product of the organization they are workin for. Today is the 12th day and not once Agoda called me to update nor i got my refund.

3. Agoda refund policy says 10 days (NOT WORKING DAYS) and on the eleventh day there will be a call back or email from Agoda which i didnt receive. Where is your promise?

4. My third call back I was told Agoda refund is immediate and has been performed on 1st of April. The cs agent told theres a dispute with local bank handling the transaction and referred me to call them with a transaction ID which i dont recall now. I can send in later. When checked there is no such transaction id according to bank.

5. Local bank policy clearly stated and follows Malaysian National Bank outline where there are no chances for scam. Refund from an organization to a banking customer will be credited in next business day.

I was a happy Agoda customer untill this incident happened. What happened, is it the agent did a mistake and covering up by deleting information in my app forgetting each transaction i do have a pdf copy and email communications? Or is it Agoda works this way? Trusting your organization i did not check any review from any other guest but upon checking seems to be quite a number of people has been affected with the same scenario. All of them just shout out in blogs and social medias. But i can bring this to the a level which even Agoda cant imagine within seconds. I am paying for your services and why would you cheat me?

I demand for a full refund of booking id [protected] and a fully subsidised stay for my upcoming booking id [protected] as a compensation and expecting to reflect in my account today. Amicably settle my dues and request. I still Agoda has been doing a good job and should not be penalised and a forgotten in the e-commerce. Thank you.

Best regards,
Suren

Really disappointed with the way I have been treated. Booked 1 night stay for 8th april but confirmation email had the wrong date, even though it clearly showed 8th april when I booked. Unable to contact agoda customer services for 2 days, despite sending several emails. When I did get through to them they were useless and couldn't be bothered to help in anyway. I asked if they could either change date or locate me to a different hotel due to the error being their booking system. Would not do either and by that time all hotels in my price range booked up. I explained that I had booked in good faith and paid immediately for 8th april stay and I felt it was only fair that they honour that and get me moved to a similar hotel... This was too much like hard work for them... Shame on you agoda... Note to management... Start from the beginning.. Starting with your customer services department

I made a booking on the evening of the 8th March for a hotel apartment in Dubai for the following day. After booking was complete I received email and text message confirmation of the booking. I also received a text message from my bank confirming that the payment had been made. When I got up the next morning I checked my email to see that I had a email fro Agoda fraud protection asking me to send a scanned copy of my credit card and my ID or my booking would be cancelled. I replied back that there is no way I am sending a scanned copy of my credit card and ID via email and that I will produce both at checkin at the hotel as normal. I then called the hotel and they confirmed my booking was confirmed. I checked in at about 14.50 and there were no problems. At about 17.30 I got a call from reception telling me that they had just received and email from Agoda stating that I had requested them to cancel my booking. I told reception that I had all the confirmations that hotel booking was confirmed and payment had been taken. The hotel stated that Agoda had cancelled the booking and were not going to make payment to the hotel even though I had already been checked in for nearly 3 hrs. When I checked my emails I had an email from them stating that they had cancelled my booking and would be refunding the booking amount minus 346AED as per there booking policy.
I will never use them again !

We had made booking for Novotel Bangkok Platinum Pratunam (Name : Avneesh Sachdev, Room Number : 1907) through Agoda.com. Our check in date was 7th March and check out on 10th March'2017.Currently staying in the hotel.We reached early ie. 8:40 am at hotel and requested an early check in as we had made this request earlier also through agoda. WE HAVE A TWO YEAR OLD BABY GIRL WHO WAS NOT FEELING WELL.We had not slept for last two nights since we came all the way from Uttar Pradesh.The hotel staff said they do not have a spare room before 2 pm but ROOM CAN BE GIVEN IF WE PAY 1000 THB EXTRA.? THIS SOUNDED SO MONEY MINDED, DISGUSTING.JUST BECAUSE OUR DAUGHTER WAS NOT WELL, we agreed and paid.WE WILL NEVER COME BACK AND WILL NEVER SUGGEST THIS HOTEL TO ANYONE.Will never make booking through AGODA.

4 rooms (Superior Double) booked under Noraini Abd Bakar was not available during check in on 23rd Feb 2017. The type of room has been changed to Triple and Quint. The name of the hotel is Thanh Long Tan Hotel, Ho Chi Minh City, Vietnam. Booking ID is [protected]. So, due to the changes of the room, we wish to ask for refund. Plus, since the change creates uneasiness to the customers as they need to share room with strangers, so we would like to request for discount voucher for our future use. Thank You.

My friends and I decided to have a short getaway over at Lexis Hibiscus, Port Dickson and booked our Seaview room using Agoda in December 2016 for our trip on 18 February 2017. We even sent another email requesting for early check in through Agoda, and in which they have responded to us that we will be able to. My friend then checked her email and Agoda account on 17 February 2017 to get our resort details and the booking was stated confirmed.

We left on 18 February at 7.30am happily through a long journey and went to check in. To our utter shock, we were told that our booking were cancelled. Naturally, we freak out! We did not understand why it was cancelled and at the same time, the resort has a bad Wi-Fi connection which makes it even harder to check on our status. After a long time, we were managed to get the connection and went back to the email and status in Agoda account and found out it was cancelled and an email was sent only at 9.36am on the same day at 18 February 2017. This blew our mind.. Without proper notification and Agoda decided to just cancelled our bookings 5 hours before our check in time. The worst thing it, for some reason our bookings was transferred to BOOKING.COM (God knows why) and thats why the resort couldn't trace it for a while...

And because of this, we spent 2 more hours to resolve this and get a walk in price and room (not the best view).

I have booked a hotel stay in China via Agoda website and my booking was cancelled. When I contacted Agoda they said that information provided by hotel was false and that all rooms were sold out. They said I'll get a refund as soon as possible. After about two weeks of waiting and I contacted them again and asked how long will it take to process my money. They said that hotel manager promised to do that any time soon and then they said that hotel was able to refund only 50% of the money I paid! What a scam!
I don't trust Agoda, it seems like they are making up stories just to keep my money! Avoid!

last couple week ago I was checked in at pulai springs resort and lost my money about 300bucks, I approched to woman that cleaned my room that time she was cleaning another guest room, I asked her if she see my money that I put on table or not she said that she didnt see any money there when she make up the room but I know that I was put there after buy something from outside shop then 1 guest (korean woman) she was asked me is it you lost your money inside the room? I answer her back yes then she told me that she lost almost 2k bucks money but when she did complain looks like nothing happened, like housekeeping manager or other manager not invistigated got theft around hotel or the Housekeeping manager trying to protect the staff that who can enter our room, investigated cleaner and supervisor.

We stayed our first night in So Sofitel Hua Hin Thailand and found no air conditioned in our room. We didnt know what time it was shut. We called to the reception and got the service and 10 mintues later the air- con work again. We asked what happen ..and the answer that something wrong with outside the room's electronic thing and was fixed. We did not know that the air- con can control from outside. The incident can cuase us to die as no air in the room.
We pay hight rate compaired to hetel around..but we got very poor service whuch can cause us to die. We need other customers to check for their readiness or whether the hotel provides airconditioning all night before making decision.
How come the aircon machine be eligible to control ( on and off) from out of the hotel room.

I have book 3 nights at the Harbour Plaza North Point hotel in Hong Kong with the booking ID [protected] for Premier room Via Agoda.

The photos advertised on the internet is for a brand new renovated room, however the room that was given to me from 6th Jan - 9th Jan 2017 was infact a very old room? The advertised room look nothing a like of the real room. This is a fraud in advertisement and has mislead the consumer.

I have attached 4 images ( 3 real photos taken at the room that was given to me and 1 of the advertised). As you can see there is a big difference in room quality between the advertised compare with the actual real room space.

Not happy at all Agoda