Agoda
Reviews and Complaints

I used Agoda.com to book a hotel in Paris, which was a robber. The hotel was under construction so it did not look anything like the pictures online at all. It practically looked like a ghost story and was very noisy. They even used markers to write room numbers on the doors and the staff was not very professional in that he didn't give me wifi password or activated my card correctly so I had to run up and down twice.
After I checked in, I realized that the room was too small for me. I am 5'2'' but even I felt like I couldn't squeeze into the bed. My other friend happened to drop by and wanted to share the room with me so I asked the hotel for another bigger room with two beds or queen/king sized bed. The staff, who couldn't speak English very well, thought I was trying to sneak her in so he said no and asked us to find another hotel. Luckily, we found another one immediately online, thinking that the staff would cancel my booking because he said that perhaps he could take care of the cancellation the next day. I understand that the day of arrival has been charged because I have checked in, but I specifically requested for cancellation for the rest of the week and he said okay.

It never happened. The hotel insisted on charging me for 4 nights. I only stayed in the hotel for 2 hours! And I didn't even use any facility. I just dropped my luggage in the room, came out to the lobby and then started to look for another hotel. I turned to Agoda but their customer service is not helpful at all. They simply forwarded my email back to the hotel and came back saying that "Sorry the hotel policy says no refund because you were trying to sneak another adult into the room."

If I were to sneak another adult into the room, why would I be so honest about asking for a bigger room and had my friend standing next to me? And if all that Agoda can do is to forward my emails to the hotel, then what's the value of this company? I could have done it myself. Why can't a customer cancel booking because she is not satisfied with the hotel service or condition?

The worst part is, I left reviews of the hotels on Agoda.com and obviously the company filtered the reviews too. I left comments for two hotels. One was positive and this one was negative. Then I never saw the one that was negative. Never ever.

Don't trust Agoda.com for anything. Don't trust their customer service, pictures or customer reviews.

My name is Susan and my partner Leon Duncan booked the Millstone Country Inn for our 2 yr anniversary as a surprise for myself. He told me a few days before that he had booked, and had not received confirmation email as stated on your site. I rang Millstone and they advised me no booking had been made although the money had already debited Leons bank account. I then rang Agoda where I was assured that there was a reservation and that everything was fine. I went to Millstone as planned on Friday 18 April to be told there was no reservation and they had been fully booked for at least the last month. The Manager of Millstone contacted Agoda as apparently we were the second couple who had booked through Agoda and turned up that day and there was no rooms. Agoda then found my partner Leon and myself a room half hr away in the centre on Sheffield which is definitely not what we had paid for. We ended up being booked in to Leopold Hotel where we then had to pay again for this hotel although we had already paid for Millstone. On top of this there were no parking facilities, so we had to park 2 streets away in a multistory carpark at £8 per day. The room we was given, the shower did not work and there was food left in the fridge from the previous occupants of the room, and the food served by this hotel was appalling. We were then shifted to another room for the last evening of our weekend away. Due to Agodas error, Leon and myself incurred extra fuel costs, car parking costs and Agoda completely ruined our weekend away. It was our 2 year anniversary and we booked Millstone as that is where we wanted to go. We are absolutely disgusted and now looking to take this further. We were short on funds for the whole weekend as we didnt expect the extra fuel costs and having to pay for 2 hotels. The accommodation that was eventually provided for us was disgusting and if left both Leon and myself being stressed for the whole weekend and caused emotional distress and financial distress and loss for both of us.

Susan Desforges

I made a booking on Agoda.com for a room. I frequently do online transfers with them and usually at the same hotel. As my payment was processing ( to which the card will immediately be charged), my card was promptly rejected. I checked my account balance and realised that the exact booking amount was charged. No email or any info was given to me. I called the bank but everything was in Agoda's hands. I have been cheated to and cant even get a refund as I did not receive any email or codes from Agoda.
For everyone out there, be careful and be prepared for cheats online.

This relates to a booking agoda took for the nora beach resort and spa, koh samui, thailand - this is my trip advisor post
. We found this resort after weeks and weeks of searching around for the best options and amenities that suited our tastes - this was our first trip to thailand. We had booked and paid in full (Non refundable) through agoda, we were due to stay in a beach front chalet. We had chosen something special as it was our 15th wedding anniversary. When we arrived the resort told us that there had been a double booking error which was very upsetting, we hold agoda completely responsible as we booked with them and they had over a week to communicate this issue to us and allow us other options - we may not have even travelled to koh samui as other hotels in phuket were equally as good. Putting that aside back to this resort and a very special thanks to the general manager prajuabphan sakakorn who dealt with our issues very well, under his management the hotel put us up for two nights in the sister resort nora buri which although was not beach front was still stunning. We feel that he went out of his way to assist but the responsibility for our unnecessary stress and inconvenience was with agoda.

Warning do not touch agoda (www.agoda.com) with a ten foot pole - appalling customer service no care of duty to travellers, they don't care at all after they take your money

I booked a room in Los Angeles via Agoda. I realized immediately that Agoda booked the room dates for a previous search. When I went to correct the date there was no way to do it A link saying "change the date" leads to a message saying there are no refunds or changes available. This was literally 1 minute after booking. Not even a 24 hour change time. I called the phone number and it 's bogus. NEVER USE AGODA. TOTAL RIP OFFS!

We recently made a booking for Khoti Heritage Hotel in Jodhpur, India, using Agoda.com.
When I checked my bank account, the amount charged was double, as they had charged us for a deluxe room, although we had booked a cheaper, less expensive room.
The price advertised was 32€/night but we paid 102 € for two nights for a room we did not book.
We contacted them but they were not helpful at all. Then we contacted the hotel and the consumer protection agency in India and are still waiting for a reply.
DO NOT BOOK THROUGH AGODA, use Booking.com that are honest and reliable.

I had book a premier deluxe room from agoda, after I had made payment they email to inform that the premier deluxe room is under renovation, and they suggested I downgrade to deluxe room instead. So, I ask for a refund from the different. What I check from agoda website the different between premier deluxe room and deluxe room is USD 20+, in the end they refund only USD 3+. I felt cheated . This is not the first time I book from them, but this will definitely be my last time. They got the worst service I ever book online . They only do their business without service !

We arrived at our hotel to find that one of the rooms in our reservation that was made well in advance had been cancelled the same morning by Agoda and given to someone else. We found ourselves having to find a room at 10pm for one person in our party, and ferrying back and forth between the hotels (not close to one another). After almost one month of emails, they are now refunding the cheapest room (which we occupied, and was not the room cancelled). They also refuse to respond to our requests that they reimburse the difference between the room we booked, and the room we had to find last minute.
Agoda's customer service has been absolutely appalling. I am astounded that a company can behave in this manner without repercussions. However, given the nature of complaints about Agoda that have been posted online recently, this room cancellation activity seems to be a worrying trend. Terrible behavior, and terrible experience for all involved.

Do not use this company

I recently booked and paid for two nights accommodation in xiamen, china.

Agoda, randomly cancelled my booking 36 hours before I arrived. I called an international number, waited for 10 minutes to speak to a manager and then they hang up on me.

Called back immediately, asked to speak to manager and was put on hold for 25 minutes. It cost me approximately $us 1 per minute.

I sent 3 emails and no reply.

Agoda has not refunded my money.

Please, please use a different company.

I needed to spend the night of 8/6 in HK, and my departure flight was 10AM.

My reservation with another hotel (Regal) was not processed through, so past midnight -- after 0:00 I was still trying to book a hotel through Agoda. Since after 0:00 it was already Aug 7, I couldn't select Aug 6 for check-in, so I selected Aug 7, and selected 1 night for Novotel Citygate Hong Kong Hotel. The Agoda system booked me for two nights instead of 1 night.

Until today, Agoda hasn't been able to resolve this -- my email didn't get responded in time, and for more than three weeks they were "trying to confirm with the hotel". They want the customer to quietly go away because of the increased cost of communication.

Hi,

I am not happy with the service from Agoda and that i had to pay twice for 1 hotel room. As I said, the browser displayed a message that they could not accommodate my request that I should try a different hotel or try again later. It also said my credit card would not be charged. I used the back browser to select a different choice of room. It had kept my credit card info and processed the reservation without having me type the information again. I called immediately trying to explain the browser error but the phone number on your website could not go through at all.When I contacted customer service they give the excuse that this is due to an authorization charge. They told me that there will be no refund for this booking as per hotel policy, the booking is non-refundable and can't be amended or modified.

I have booked the room as per below reference No.[protected] in under refundable in case any cancel 21st August to 25th August and after three days i have ammended the same booking from 20th August to 25th Agust. I have just ammend the date only not other conditions of booking. Now My trup was postponed due to official reason. When iam going to make cancel this book, there is booking conditions came to non- refundable. When i booked the room, i clearly mentioned that refundable in case any cancellation. Please see below the cancellation clauses in the booking reference. Now iam strange to see non-refundable in case of cancellation

Booked a superior room including breakfast for 4 days with them and they advertised it is for 2 adults and 1 child below 12 years old but on the Hotel voucher it shown that the maximum occupancy for the room is for 1 adult only and there is only 1 breakfast.
Checked with their Customer service and was told that if I want to accommodate 2 adults and 2 breakfast I have top up abt US$60 to change to a superior family. I told them another website is offering 2 adults stay and including 2 breakfast for the same booking (same room type, staying dates, policy), they said their price are advertised by the hotel. So i decided to check with the Hotel and their Customer Service told me Agoda.com is the one who decide on the price and no. of breakfast entitled for the room stay.
Then i send a Best Price Guarantee Claim Form and booking detail from another website to claim back my additional 1 adult stay and breakfast but did not hear from them.

We booked a 3 week holiday in Spain France UK and Switzerland all with Agoda Hotels.
17 nights in total. We made a mistake on of the bookings by double booking dates. I emailed Agoda to ask them to change to the right dates (2 days diff). They said hotel was full for the day we wanted. They told me cancel the booking and book another hotel. I did. When I went to rebook the orgial hotel was available for the dates we wanted!
THEY LIED TO US. Only after I cancelled did they tell me I would loose the full $365!
I was really upset. They blamed Crown Plaza in Oxford for the cancellation. They never
Bothered to help in anyway which is digusting. We spent almostv $5000 booking hotels with them. All I can say is they are the biggest hyhena scammers on the internet. BE WARNED their website is not user friendly, badly designed, hidden small print thats impossible to find. CHECK YOUR DATES EACH AND EVERYTIME AND READ EVERYTHING! I will NEVER NEVER use them again.

Agoda customer Orientation is pathetic. I booked the "abba Rambla Hotel" in Barcelona on 31st May for 7th July to 9th July accidentally. Booking ID was [protected]. My actual travel dates to Barcelona were from 7th June to 9th June. When I reached the "abba Rambla Hotel" and tried to check-in, thats when I realized that I had made the wrong bookings. I spoke with the manager and servicign executive "Eva" there and asked them if the same can be adjusted/cancelled. As they were full on the said date they said they can not accomodate me but will be more than happy to cancel without charges. However I would need to contact Agoda for the same. As I was stranded there, I logged into Agoda again and booked another hotel in Barcelona - this time for 7th June to 9th June. The booking ID for this new booking was [protected] and hotel booked was "Arc La Rambla Hotel" . So Agoda got a repalcement booking but is not willing to refund me for cancellation of my original booking id - [protected]. This is for a Hotel in prime area of Barcelona in July which has huge traffic / So Agoda/Priceline can easily get fresh booking. But they are indifferent.
Regards
Rohit - +91-[protected], [protected]@yahoo.com

I made by booking in The Grand Dragon Hotel, Leh wide booking ID [protected] for non-refundable US$ 1, 646.12 for 7 nights stay. My booking was confirmed and I received by hotel voucher. After two days I called to the The Grand Dragon Hotel to confirm my booking and they said that with this booking ID and my name there is no booking, I called customer service of Agoda and they said they will revert back, I didn't received any call same day. Next day morning again I called, they said they will call back after confirming with the hotel. Customer service of Agoda called back to say that there was error in there system and no more rooms are available in that hotel. They could not offer another hotel with the same star grading and comparable hotel hence they want to cancel my confirmed booking, then they should return twice the amount of US$3, 292.24 as a fair contract policy, as my booking was non-refundable and if I would have cancelled it then I would have lost US$ 1, 646.12 and if the other party terminates the booking then they should equally pay the same amount in addition to the booking amount of US$ 1, 646.12 (i.e. US$3, 292.24. However they have not responded yet .

I have booked by Agoda the hotel in Dalian, China, Central Plaza hotel Dalian and received voucher for 3 nights, it was immediatelly charged to my American Express. Unfortunatelly, although I have approved this document at arrival and they promised it will be accepted, at departure it was not happened. Lady on reception was insisted to pay directly to them again prior departure and I had no choice except to pay and leve to the airport.
Therefore, I have paid twice for 3 nights in Dalian Central Plaza hotel and worst thing is no one from Agoda contact me or answer to my mail until now. I have called Agoda customer support in China and China many times, sent number of mails, of course no responses from them.
I am sure will never book any hotel by AGODA again, the worst company on the world.

With reference to the booking ID [protected] as detailed below:

Hotel: Toyoko Inn Busan Station
Room Type: Single
City/Country: Busan/South Korea
Arrival: May 22, 2013
Departure: May 23, 2013

Request you to refund the amount as the Toyoko Inn Hotel at the
"Toyoko Inn Hotel" at the Busan station had failed to acknowledge the
successful booking.

I had reached Busan station in the night and tried to check into the
"Toyoko Inn Hotel" at the Busan station.

The receptionist did not acknowledge my booking. You are hereby
advised to refund the amount as soon as possible to avoid
inconvenience.

Regards,

Nishant Kumar
H/P: +91 - [protected]

The Agoda.com website is very unreliable and not attractive at all. I booked online when I saw a "bestseller" rate. Received the hotel voucher for the confirmation and they called me asking me to cancel when it is their own fault.
I refused to cancel and they said that Agoda "will not be responsible for any technical error". What kind of useless website is this?