Agoda
Reviews and Complaints

I recently used Agoda to book a room at Sleep Inn JFK, but to my surprise, my booking was changed to Comfort Inn JFK without my consent or prior notice. Both hotels are part of the Choice Hotels chain, so I was confused as to why this happened. When I arrived at Sleep Inn JFK, the receptionist was aware of the change but was not upfront about it. Instead, he tried to sell me another room, claiming that he had no record of my booking. After showing him my confirmation from Agoda, he made me call the customer service line to figure out what was going on.

This was a frustrating experience, especially since I was with my wife and 10-year-old grandson who was about to board an international flight in less than two hours. We were in New York just to pick him up from JFK and had booked Sleep Inn JFK for its proximity to the airport. After calling Agoda, we were told that they were not aware of the issue and needed time to investigate. This was not ideal, as time was ticking for my grandson to board his flight.

After waiting for what felt like an eternity, the receptionist finally told us that our booking had been moved to Comfort Inn JFK. We had to rush to the hotel on foot, carrying five bags, two of which were large and heavy. We were in a dangerous neighborhood, and it was getting dark outside. It was a stressful experience, and we were all sweaty and exhausted by the time we arrived.

We had planned for our grandson to take a quick shower before his flight, but we had no time for that. We dropped off two of our bags and rushed him to the airport with the remaining luggage. He almost missed his flight, which was a nerve-wracking experience for all of us.

When we returned to Comfort Inn JFK later that evening, we were disappointed to find that it was the worst hotel we had ever stayed in. The bed was broken to the point that our feet were higher than our heads, and the room was dirty and noisy. We barely slept at all, and the bathroom was so dirty that we didn't even use the shower.

Overall, this was a complete disaster. We were tired and frustrated, and the experience was not what we had hoped for. I would not recommend using Agoda or staying at Comfort Inn JFK.

I booked a double room with breakfast for my wife and myself for two nights at the Swan in Bradford-on-Avon through Agoda. They took ?288.00 from my credit card and confirmed my booking via email. However, on 4th May, I received a call from Agoda, all the way from Singapore, informing me that the Swan was fully booked and they offered me an alternative hotel at no additional cost. I had no choice but to accept the alternative accommodation as I had a 2-day workshop at the Wiltshire Music Centre.

Later that day, I received an email from Agoda informing me that the alternative accommodation was less expensive than the Swan and that I would receive a refund. I also received an email asking me to contact Lynchetts Bed and Breakfast and provide them with my estimated time of arrival. This was an unusual request, but I phoned the owner and informed her of my expected arrival time.

To my surprise, when I called the owner the day before our planned arrival, she was not expecting my call and had taken a booking for my room. She explained that the Swan was supposed to have contacted her and given her the money she was due. Not having heard from the Swan and having received no money from them, she had assumed that we had dropped the booking. She said she would sort something out for us and ring back later. She was as good as her word and freed up the room that was originally planned for us.

In the end, we enjoyed two pleasant nights in Lynchetts, a grade II listed Georgian house with a large beautiful garden. This we can strongly recommend. However, I will never use Agoda's services again. They showed an incompetence that put the whole of our weekend at risk and caused me enormous amounts of nervous energy. If you are going to book a hotel through them, good luck.

As for the Swan, I have had no direct contact with them. Overbooking on planes and in hotels is just not acceptable. They have treated our booking with benign neglect and showed a passivity that is Fawltyesque. If you book a room there, I hope you don't find other people already sleeping in your beds.

So, I was looking for a hotel to stay in and I stumbled upon Agoda. I had never heard of it before, but I thought it was the hotel's corporate site. I booked a beach hotel that was quite expensive, but the pictures looked amazing. However, when we arrived at the hotel, we were given a room that was dark, smelly, and outdated. The air vent was hanging down and sounded like a freight train. It was so dirty that my nose and throat started closing up, and I had an allergy attack. We left the room within two minutes, and I went to the front desk to complain. The front desk told me that there was only one identical room on the second floor, and we would have to use the stairs. I declined and canceled the reservation with no penalty.

We had to find a new place to stay in a city that I was unfamiliar with. We found a super clean Hyatt that was a third of the price, much larger, nicer staff, and CLEAN! The next day, I noticed that the hotel had reserved another $800 on my card in addition to the $1800+ paid in full. Agoda refused to talk to me unless I had pictures, even though my complaint was primarily about the mustiness and the allergy attack. I tried several times with canned answers from different agents. I finally disputed with my credit card company, and they sided with me. However, Agoda continued to email me with comments like "our policy is...", "no-show," and "if the hotel doesn't grant a waiver."

I called my cc company back and made sure that any additional charges by Agoda were refused. I would not be surprised if they just kept charging things on my card. They are that SEEDY. I have accepted "penalties" before, but when it is 6 days, false advertising, the room is disgusting, and they clearly do NOT provide any service in return for ripping you off, NO WAY! I will be much more careful about third-party sites like this. STAY AWAY! YOU DO NOT GET ANYTHING NEAR WHAT YOU PAY FOR, AND YOU WILL NOT GET YOUR MONEY BACK EXCEPT THROUGH YOUR CC company. It is not worth any so-called discount you might THINK you are getting. Nice hotels will work with you, and it is much better dealing directly with staff who you can talk to when something isn't right.

I recently had a booking with Agoda Booking ID for a stay at Grand Central hotel in Al Rgga UAE on September 16, 2021. However, upon reaching the hotel at 8 pm, I was informed by the reception that they had stopped accepting booking confirmations from Agoda three days ago. I was left stranded and frustrated, but I decided to call Agoda customer representative for assistance. After waiting for 20 minutes on hold, I finally got through to an executive who apologized for the inconvenience caused and offered me a full replacement or an alternative booking.

I specifically requested the executive to book me a hotel nearby as I had already traveled a long distance for a meeting at the hotel. I asked him to book a hotel in the same location, Al Rigga, so I wouldn't have to travel anymore. I made it clear that I needed a location in Al Rigga only. However, the executive made a booking for me 30 km away from my current location at Atana hotel, which was not what I had requested. I sent him an email immediately, stating that I needed a booking nearby in Al Rigga only and that I needed it arranged as early as possible.

Despite my request, the executive confirmed the booking for me at Atana hotel without my confirmation and sent me an email at 1 am in the night that the booking was confirmed. I had already marked a mail to them around 11 pm that I didn't want the booking and needed a refund. I paid four times more than the actual price of the booking and arranged a hotel by myself on the spot as there was no response from Agoda regarding the booking in Al Rigga. It was already 12 am at night.

The next day, at 11 am, they sent me an email stating that if I didn't go, it would be a no-show, and I would not get a refund. I told them to tap the calls and check my records on call, where I had clearly requested them for Al Rigga location, not for Atana hotel in Tecom. I emailed them back, asking why I should go to the hotel to stay for only three hours.

However, they continued to push me to accept that I had said to kindly arrange a booking, which was actually a response to the last mail that I needed a booking in Al Rigga location. But they couldn't see that before that, I had marked a mail and made a call request that I needed a nearby location only. This Agoda agent did all the rebooking without my confirmation and sent me an email that the booking was confirmed, and no refund would be given.

I told them clearly that I hadn't made any confirmation for Atana hotel, and they should refer to the mails properly. They are purposely making it a no-show and don't want to refund. This type of trick is played by the agents, and I have all the mail communication if required, which I can share.

I would suggest being aware of this type of fraudulent activity performed by the customer executives in Agoda. They manipulate words by themselves and make rebooking by themselves, which can cause a lot of inconvenience and frustration to the customers.

Vishal
***@gmail.com

Agoda is a website that I would never recommend to anyone. They are dishonest, rude, and unprofessional. As a loyal customer, I was left without any accommodation after receiving a misleading pop-up message asking me to confirm my arrival time. I answered the question honestly, but was refused the accommodation I had paid for when I arrived 20 minutes later than the time slot I had selected. The pop-up box gave me the impression that check-in was all night, but apparently the hotel owner had different sleeping arrangements. The hotel owner was incredibly rude and hung up on me, leaving me without a place to stay.

After hours of hopeless discussion, Agoda recommended a bed-bug ridden hotel, another hotel that was fully booked, and another that was close to three times the price. They refused to refund my money and falsely blamed the hotel owner for the refusal. The hotel owner confirmed that no payment had been made to him and that I should seek a return of my money from Agoda. This is fraudulent misrepresentation and theft.

Not only am I out of pocket, but the conduct of the staff was shameful and inhumane. I will never book with Agoda again. They are immoral, unethical, and proven liars. I urge everyone to avoid this website at all costs.

UPDATE: It turns out that the hotel owner was not the one who needed beauty sleep, but the on-site porter. Agoda also lied about contacting the hotel reception/manager. If they had done so in the first place, I would have had somewhere to stay. The hotel manager/receptionist was a very nice person who immediately understood the situation and confirmed that the hotel had not been paid by Agoda and would not be taking any of my money in the future.

Agoda lied again when they wrote to me this morning and said they had been in touch with the hotel personnel who had refused to agree to refund me, and even sent an invoice to that effect! They have now written an email which is completely contrary to their preceding communications stating that now the hotel does not want to charge me any cancellation fee after all. The alleged "change of mind" is also a lie based on Agoda's own fabrication/mass amnesia.

The moral of the story remains: Never shop with Agoda. They are dishonest, rude, and unprofessional.

I just booked a room with Agoda yesterday and let me tell you, it was a complete disaster. I don't think I'll ever use them again and I definitely wouldn't recommend them to anyone. So, I booked the room online and was told that I would receive an email with my room details and login information within 10 minutes. I waited and waited but nothing came through. After 45 minutes, I decided to call their customer service number, which is listed on their website for those in the US. But guess what? I was connected with someone in Bangkok who I could barely understand. Apparently, that's where the company is located and everyone calls the same number for customer service. I explained to the girl who took my call that I had booked a room over 45 minutes ago and paid with my credit card but still hadn't received anything from them. No room details, no login credentials, nothing. She then told me that the room I booked was no longer available. I was so angry because I had spent over an hour and a half searching for the right hotel in the right area on their website and waited over 45 minutes for a confirmation for my 2 day stay only to find out the room was no longer available!

I asked her why they would charge my credit card for a room that was no longer available and not even have the decency to send me an email or call me to let me know that. She said, "the hotel did not get back with us so that means your room is no longer available". I was livid because I had wasted so much time and energy on this. I told her that they better make sure that they do not charge my credit card. She assured me that they hadn't charged anything on my card. But guess what? I decided to call the hotel directly to see if they had received a reservation from Agoda for me. The lady at the hotel said, "We never get back with Agoda. They fax us the reservation and that is that. We don't call them to confirm. That isn't the way it works". She told me not to go through Agoda and that she would book the room for me at the same rate.

Finally, I got an email from Agoda about a half hour later that says (and this is verbatim). "Thank you for contacting Agoda Customer Support to cancel your booking. We have confirmed the cancellation of your booking at___________. You will pay nothing for this cancellation. Your credit card will not be charged. Thanks for booking with Agoda". But that's not true! I called my credit card company right away and told them what happened and they told me that Agoda DID in fact bill my credit card! I was so angry and frustrated that I had to spend another 25 minutes on the phone with my credit card company filing a dispute for the fraudulent charge. They are in the process of investigating it but I just wanted to share my first and last experience with Agoda. I would not trust these people with my credit card and I hope this is resolved quickly but since they are in Thailand, I am not holding my breath for a quick resolution. I submitted feedback on a survey they sent me right after I got off of the phone with them and have yet to hear back from anyone about this issue. Never again will I use this service and would caution anyone reading this to use another, well established site.

I want to share my experience with Agoda, and I must warn you about the not-so-nice side of this travel booking website. Here's what happened to me:

On February 4th, 2022, I booked an apartment in Dubai Marina through Agoda's website. I received a confirmation of booking receipt and the payment was deducted from my credit card. However, I tried to contact the apartment owner through email and phone, but there was no response. I informed Agoda's support team about this, but they said they would contact the owner and get back to me.

On February 22nd, 2022, I still had not heard anything from the apartment owner, and I was getting nervous as my arrival date was approaching. I called Agoda's customer service multiple times, but they were unable to contact the owner either. They promised to relocate me, but only after the booking had commenced.

On February 25th, 2022, the day of my arrival, Agoda informed me that they were unable to relocate me to another apartment despite having several listed on their website. I was left stranded on the streets of a foreign country with no place to go. Luckily, a kind taxi driver helped me and my wife find emergency accommodation, but we had to pay a much higher rate than what we had originally booked.

After this traumatic experience, I contacted Agoda's support team again, and they promised to settle me for the extra expenses I had incurred. However, when I sent them the receipt for the alternate accommodation, they only offered me a refund and an extra night in Agoda cash, which was of little use to me.

As a senior citizen who had spent a lot of money on this trip, I was disappointed and horrified by Agoda's behavior. They had promised to relocate me, but they failed to do so, leaving me stranded on the streets of a foreign country. Their offer of a refund and an extra night in Agoda cash was insulting and did not cover the extra expenses I had incurred.

Overall, this experience has shaken my faith in Agoda, and I no longer believe that they are a reliable and safe way to travel. I hope that others will be aware of the risks involved in booking through Agoda and will take precautions to avoid similar situations.

I want my money back! My husband and I recently booked a hotel in Jerusalem through Agoda. We chose the Hashimi Hotel and I even called ahead to confirm that there were no stairs at the side entrance of the hotel. My husband is in a wheelchair and it weighs over 200 pounds, so carrying it up stairs is not an option. The hotel manager, Salah, and Safiyah assured me that there were no stairs and my husband would be able to take an elevator up to our room. With this assurance, we booked the room for three nights.

When we arrived, the hotel sent two maintenance workers to help us find the location. It was already late at night and the streets in old Jerusalem were confusing. The hotel employees took our luggage and returned for us, but when they saw my husband in his wheelchair, they immediately shook their heads and told us that there were stairs we needed to climb to get to the elevator. They said it would be impossible to do since the chair was so heavy. We were stuck with no way to enter the hotel and no other accommodations available.

We spent the night in our rental van and called around to other hotels in the area, but nothing was available. Agoda and Hashimi Hotel now insist that we decided not to stay at the hotel and should be forced to pay the three-night charge. They say it was our decision to leave and that their policy is any cancellation on our part should be given three days in advance. But why would we cancel if we were told there would be no difficulty in entering the hotel? All the information we were given was false, and we had no way of knowing to cancel three days in advance. We arrived in good faith and found out that we were lied to and given false information.

I am not going to pay for these charges. Agoda and Hashimi Hotel should be removed from all booking sites. I will share this information with other travelers so they are aware of the problem we had. Social media should flag Agoda and Hashimi Hotel. I am tired of receiving the same automatic response saying that any cancellation received within one day prior to arrival is free of charge. I was not a no-show. I showed up and couldn't get in!

I demand a full refund of $534.80.

1. Booked hotel for 20th-22nd June 23, in Srinagar for double occupancy 2rooms

2. On reaching property , found that voucher sent by AGODA is on single occupancy.

3. Hotelier didn't supported , and charged 7k for converting into double occupancy .

4. No reverts from after several mails and calling also.

5. IDIOT app never recommended.

Booking ID #[protected].

This is complaint to agoda customer services.

I asked to change dates and book an extra night to a non refundable booking.

The hotel has accepted, but the agent insisted that I need to make the payment for the extra night over the phone. However I have explained I could not take calls as I was traveling. This has followed by comments on how is it for me to earn money. When I requested to speak to a supervisor my request has been ignored and I have received payment links to settle the payment. The links were not working, finally I manage to do the payment. I have received a confirmation with my original booking. I was constantly put through other agents and had to repeat the story, some of them were just closing the chat. I activated international roaming to call and call twice, twice communication been interrupted. I spoke online again, asking if my booking came through, if it was confirmed. They told me I had fi make again the payment over the phone. I have explained I didn’t have international calls anymore. This has lasted for the day as on two occasions they have also communicated the wrong amount for payment, I wasn’t even sure how much I paid for. This morning I saw my payment went through. I asked agoda to confirm the booking, they said they need 48 hours which is passed the original booking date. The first agent agreed on refund and cancellation so I can book somewhere else, the second agent says he needs to check with the hotel. They have already agreed on refund.

They finally accepted a refund on agoda cash on their website, but have initially agreed on refund through my card. I want the refund on my card.

This how I have been affected:

8 hours of my day lost speaking with around 20 different agent.

10$ spent on international calls.

Emotional distress, I feel I have been insulted and laughed at, constantly put through other agents in an effort to get me desperate and to give up. Refusal to put me through a supervisor.

I have used this program to claim cash back in the past seamlessly. Now the Cashback feature on the app does not work. When I request my cash back using my phone I get an error message saying "you are not allowed to access this page". I called in and no one can explain why this app no longer works. Can you explain? Now I am refused the option of having my cashback put onto my credit card. Why is that? It was always done that way.

Your service center wants to force me to use a hyperwallet without anyone capable of telling me what a hyperwallet is and why it is being done this way. Why is it being done this way? They refuse to allow me to talk to a supervisor. Why is that?

Is using a Hyperwallet a way of Agoda controlling the currency conversion charges in turn keep more money for themselves and giving customers back less money than they are entitled to? Is that why customers are being forced to use a Hyperwallet?

Before I write a letter to a consumer protection agency I will allow your company the time to respond to my inquiry.

My Booking id is Booking ID: [protected]

I have booked my Mum and my Dad both aged from Auckland & Perth on 27th and required to canel their tickets as the person they had to visit had passed away

I have been desperately. trying to reach them on their contact help centre for 2 hours with no response, I am worried if their money will be refunded.

The help centre is giving technical issues and there are no phone number or any other way to contact them

Regards

Subject: Check in issues

Dear Sir / Madam,

I am writing to you to raise an issue about: Travel Agency
The issue that I have experienced was: Called property to ask how check in works
Was then informed a £300 depot was necessary for the £90 room. And payment is to be made on the street side via bank transfer to an unknown non business account, via cash or credit card with a unknown unnamed worker.

This is not clear on agoda or the apartments terms and policy's whilst making a booking. I feel highly unsafe making a patent on the street and to an unknown individual. Agidna have not supported with this and encourage the payment even though their website states not to make payments outside of agoda website.

I was then told they don't have an office so would need to transfer the £300 to an unknown bank account or pay the person at the property on the street £300 cash. The agoda website states no payments should be made outside of their Website. When I contacted agoda about this I was hung up on 6 times by customer service agents to the point I was calling in tears. I requested to speak to management or a supervisor 8 times and was denied by each customer representative I spoke to.

I do not feel safe making a payment of £300 on the street side to a stranger. I have told agoda about this and they have not supported me whatsoever. I am highly concerned for my safety and just wish to have my £90 payment for the room returned. The unexpected, unclear and uniformed £300 deposit for a £90 room is unacceptable. Especially as you are told AFTER you have paid a non-refundable deposit?

If my money Isnt returned by agoda for assisting is this FRAUDULENT booking I will be contacting my bank and legal representative. I've spent hours On the phone. Requested to speak to management and I've had no help at all. Can you please respond in writing so my lawyer can view the correspondence if needed for court evidence.

I've told adgoda I don't not feel safe making this new deposit booking of £300 on the street. No help, no refund, no support, no safety measures. To resove this I require the immediate refund of my £90 due to unclear booking policy, false and leading procedures and my booking cancelled.
It occurred on: 2023-05-22

This meant that I feel unsafe. I haven't an idea what to do. If I am stranded in Newcastle. I'm crying thinking about it. Being stranded in a new city due to agoda and their inadequate policy advertising. This is very very scary. Especially when you are a minority travelling in your own. Agondas customer service have left me so stressed today I have gad to contact my GP as my anxiety has now falted up causing excema and other conditions such as insomnia due to stress and worry, depression, anxiety and low mood

To resove this I require the immediate refund of my £90 due to unclear booking policy, false and leading procedures and my booking cancelled. An apology for the numerous times I was hung up on by customer service age

AGODA.com SEDA VERTI INTERNET SGP

PHP 9,962.55

Agoda Booking ID [protected] Check in March 3, 20233

Please be aware that my credit card information is already saved on Agoda, and that someone used my phone to make the reservation without my knowledge or permission while using my card. They did not issue an OTP or verification for this purchase, so when I noticed this, I immediately contacted Agoda and stated what had occurred. However, they refused to reimburse the whole amount, They keep saying that I need to contact directly to the property and when I call them they said that I don't have a reservation under that booking ID i'm very confused they keep transferring me in a different department and the case has been running for 5 months now.

Please understand that I will not pay for the reservation that has been canceled. This is incredibly annoying. I will be responsible for paying any late fees, fines, or other charges associated with the hotel reservation that I did not make myself.

Booked a Hotel room with Agoda. They charged my credit card and next they I received an email asking for a photo of my credit card and my passport. It looked suspicious to me, so I called the hotel directly to check if a reservation exited under my name and the hotel said that they were fully booked and the reservation did not exist. I called Agoda customer services and first, they said that the reservation was confirmed and everything was fine. Then when I confronted them they said that the reservation is pending until I send the requested photos. It is an scam because if I don't send the photo of my credit card, they cancel my reservation and because of their policy there are no refunds.

arrived in transit hotel. Agoda has not allocated my room. the hotel is full booked. I am distressed and fatigued. disgraceful that people are treated like this. no where to rest. no one to help. we will only be given a room from 11pm to 4:30am. this is not what i paid for. I paid for 12 hours so I can have a full rest before another very long International flight. I flew into this city just for this stop over option!

Made a booking at Maslow Hotel Time Square in Pretoria, South Africa for 14 April 2023 (booking reference [protected]), paid for the booking on the Agoda App on 10 February 2023 (ZAR 3,054.75). Received a booking confirmation on 13 April 2023. However upon check-in at the hotel was advised that Agoda had cancelled my booking and that I no longer had a room. I had to pay a second time, to the hotel. I have been trying to get a refund from Agoda, but to date have been unsuccessful. I called on 17/4/2023 and spoke to Saheira, who asked that I send through proof of payment to the hotel (ZAR 3,837.00).

On 19/4/2023 I spoke to Kim requesting feedback, she said that she would find out and call me back.

It is now 24/04/2023 and no call, no feedback and no refund!

This booking system is a scam!

Hi I had booked two hotels in Indonesia under the following Booking Nos.

1) [protected] (SGD306.64 from e- receipt) for feb 20 - feb 22 stay

2) [protected] (SGD 275.90 from e-receipt) for feb 22 - Feb 25 stay

However the following amount was charged respectively to my credit card

1) SGD $309.71

2) SGD $278.66

Why is there an increase in the amount been charged to my card?

When I asked for recipt at the hotels upon checked out, they would not provide me a receipt and mentioned that Agoda would issue the receipt.

Pleas explain the difference in the amount been charged.

Yours Sincerely

Mr. Gary Tay

Mobile +65 [protected]

Prior to the 2018, I have an account and email name Poppygecko @sbcglobal.net registered with Agoda. On 2018, this account got hacked and I cannot get to this email. This p 2022, I registered with your company with the new [protected]@aol.com because I cannot access to [protected]@sbcglobal.net and thus cannot get any confiration or emails from your company under the sbcglobal.net account.

Can you please these two accounts into one account under [protected]@aol.com?

For your record, all the reservations made under [protected]@sbcglobal.net

were made prior to 2018.

Booking ID [protected], [protected].

[protected]

I have always booked my reservations with your company. Please merge all the points into my [protected]@aol.com account.

Thanks you very much.

Sincerely,

Stephen Lo

I made a reservation for the London Travelodge Greenwich High Road for

Mar 31-Apr 04. I thought I was as booking directly at the hotel website but accidentally booked through Agoda. They had pretended being the hotel using the hotel’s picture and logo

Due to a medical emergency (all documentation sent to Agoda twice) I needed to postpone my trip.

The hotel allows date changes for it’s customers, it’s a common practice, even the recording corroborates that information. Agoda is not respecting that and is not helping. Not customer focused at all. A shame.

They do not want to refund the US$850.00 they charged me and they do not want to change the dates. This is a horrible way of stealing people’s money.

I want my money back.

A total lack of professionalism and respect.