Agoda
Reviews and Complaints

Booked a hotel through agoda. A minute after confirmation i noticed that i booked wrong dates. I immediately called agoda & dropped email for amendments of dates. But they said they cannot do anything since the hotel didn't allow to rebook. They said ill be charged full amount for the no-show.

I normally use Agoda for hotel booking as well and it was okay. However, I have just had a problem when i wanted to change or modify the booking then it's difficult to change, cancel, or reach them by phone. Just be careful with Agoda website for the booking details before you put your credit card number.

I have been booking thru agoda.com since last year.
So far, so good.

The hotel i have booked are all confirmed. Rates are also competitive

Ms Linda wang

Yes...pooor service. No customer orientation and difficult to reach when the problem occured of your booking! and once we could reach them, it turn out that tooo late already.

so i totally agreed with you...better carefully read their OVER CLAIM offer or better to not use them again!

From personal experience, as a lodging owner, and looking from a customer point of view I would strongly recommend not using Agoda, but using the likes of Hostelworld and Hostelbookers instead.

To start with the commission Agoda seeks is double that of the other mentioned booking engines, meaning lodgings need to increase their price to compensate. Agoda also collect 100% at the time of the booking, not the 10% or less that the other mentioned booking engines take.

Agoda do not provide either the lodging or guest to make direct contact, either before or after the booking is made, where as with the other mentioned booking engines both the lodging and the booker are then able to contact each other, to help with additional information and or changes in the booking.

With the other mentioned booking engines the collection of the balance is up to the lodging to collect on arrival. With Agoda, getting the 80%, especially if the lodging does not accept Mastercard, takes for ever, if it happens at all. Meaning the lodging needs to further increase their charges/rates to compensate for the additional banking fees and/or delay in payment.

Do yourself and the World a favor, don't use Agoda.

I posted a review of the Executive Plaza Hotel in Manila in the Philippines. Agoda.com censored the comment to such an extent that they hid material facts from potential guests at the hotel. Here are the two things Agoda.com edited out: 1. The hotel charged us over USD 15 for international phone calls we did not make. The reception staff were uninterested and unhelpful and said that "the machine" said we had made the calls. When we had asked the hotel's operator, during our stay, to phone a number for us because we were unable to do so from our room, they could not phone the number either and were unable to explain what they termed "a problem". 2. The hotel sent our taxi to the wrong airport and we then had to pay a second taxi driver to take us to the correct airport. After reading how Agoda.com censored crucial information in my review and after having a negative experience with them with a booking in Kuala Lumpur, I have started to question their level of customer service and their integrity. As for reviews on their site, I do not feel comfortable trusting those reviews.

Customer service department refunded twice a cancelled booking, but then also debited three times the booking amount, thus making me out of pocket for over $2, 000.00 The customer service department does not read the emails (15-20 this week alone) with the requested credit card statements attached and blames the tardiness of the Hotel in not confirming the refund when it was refunded in April by Agoda. Any-one else have this problem with them?

A very misleading product offer with Agoda rewards.
The 'about Agoda rewards' section on their website talks about how you can get money off future bookings based on points from previous bookings.

This is not the whole truth. You can only claim the points against specific Agoda classified hotels. There is no way to identify if a hotel is eligible until you go to the booking page. Has taken me 7 emails to get this answer.
In addition, telephone customer service doesn't work (does not recognise my booking reference), and customer care staff seem very poorly trained and informed.

All in all, a very poor experience.

I booked a hotel room through Agoda.com, and then had to cancel it within 24 hours. The Cancellation Policy was NOT clearly marked on their website until AFTER I had booked the room. The Cancellation Policy was that if I did not cancel 45 days before the booking, ALL the money would be kept. I object to this policy from ANY provider. When I called the Hotel directly, they told me that they had NEVER RECEIVED any money from Agoda. My credit card company told me that I would have to work this out myself, because they were on the side of the Vendor (Agoda), not their client (me)! I did work it out (It took 5 weeks, and numerous phone calls and emails), and Agoda has sent me my refund in full. I appreciate this website, and if I had done some research, I never would have booked with Agoda in the first place. I certainly never will again.

Hi,

This is with reference to the booking of a room through your portal in hotel Hotel The Himalayan View Retreat Nainital/India on dated Arrival: 8 June, 2017 and Departure: 9 June, 2017...bill/Booking Id: [protected] for which I had paid Rs.7695.70 in advance.

To my surprise when I reached the hotel, the hotel representative told me that no room was booked for me and even they had not any information regarding the same. Therefore I had to made all the arrangements at my own.

It was really a very bad experience as I had dealt for the first time with your company and I suffered a lot by mentally and physically. It was never expected that booking through your portal will be a horrible experience for me.

Regards,
Amit Sharma

I've been complaining about mymrefund but it's been a month yet and nothing happened. Everytime i call them, they keep saying check your banks after 7 working days. Then recently i spoke to a very rude call centre agent. I've been professional in dealing with the matter but she eas isnsitent and stroppy that they've already refunded it. She even let me wait for long time, when she came back and found that refund has not been made yet, she started being nice.

agoda often say in their hotel advert `only 2 rooms left` but this is often a complete lie..
the hotels i have looked at had many rooms left..their prices are also inaccurate as its
often cheaper to go direct to the hotel..you cant trust them..they are not interested in any
complaint yop have about the hotel..i have made reviews with a poor rating but was never
able to find my review..i have also complained about hotel staff but again agoda did nothing
quite the opposite to other companies like booking.com..you get instant emails response
and refunds if appropiate i would always recommend booking.com..
whereas i would recommend my neighbours cat to use agoda!

I booked a hotel. My credit card was charged immediately but no voucher was sent to me, I emailed them. All they said was unable to reach me. That's the biggest lie. When in call their hotline no in Singapore, international roaming applies . They said booking is cancel because rooms are fully book, will only refund the money in 10 working days. How can they do that, I was abt to check in the next day and if I had not made the call, I wouldn't hv known that my booking was cancelled. On top of that, u charged my credit card without confirming the availability of the room. Agoda is a scam.

I stayed in a guesthouse in Laos, I need to extend my booking so spoke to the lady who owned the place
She said that Agoda had only paid her $15 when I paid Agoda $25 per night for a single room
This is completely against what they say in terms of commission and this is not legal!

I am so glad I found this sight, as I did send an email to Agoda and OF COURSE I did NOT receive anything back in response
Wish i had seen all these complaints previously, I would never have spent the hundreds of dollars that I had spent with them over the years, of course I will NEVER spend a cent with them again!

I can't believe a company of this size gets away with FRAUD!

Think we need to get some auditors on to them to have then straighten out their practice

I think it is disgusting how they take advantage of people in places like Laos where they are trying to earn a few dollars

Hard access to the hotel due to unpaved road.
During rain, the road becomes muddy. Can't travel safe.
The staff recommended that we ride tricycle around, taxi is not available because they refuse to come to the hotel since it is out of nowhere. No street lights at night. We asked for refund, AGODA refused since they have the worst customer service.

They are owned by Priceline, which is a bad company also.

I have used Agoda and have gotten good and bad hotels despite the good things on their website about each hotel but this time I requested my rewards be applied. The wedsite showed it was applied but I was billed without any credit for the rewards. Also when I arrived at the hotel, the rates for other people were 20% lower than the Agoda rate and Agoda did not care. I will use any other service besides Agoda

my wife emma concepcion fuertes using her credit card, she was reserve a hotel in alona studio hotel in panglao this coming may 26. but she was not receive a confirmation email from agoda. can you send me a confirmation email to this email add? jessiefuertes@yahoo.com. thank you.

I had the similar experience. I booked through Agoda using my Bank of America debit card to get a hotel in Shanghai, China. Upon check out, I paid cash to the hotel but when I returned to the states, I found out my debit card has been charged. So I had a Chinese friend of mine to speak with the hotel, and they said that they have received cash from me so trying to figure out a way to refund via the booking company -- Agoda. And I had Bank of America Dispute Resolution Services handle the case. But, after 2 months, I received a letter from BofA saying there's no error so they closed the claim. Then, I looked at the voucher Agoda sent to BofA (sent by BofA along with their letter of conclusion) It's just a reservation confirmation letter so it's not a receipt that I signed on. The truth is when I paid cash to the hotel, I received a receipt from the clerk but I threw it away. And Agoda is presenting to BofA a confirmation voucher -- what does that mean? Nothing. There's no my signature on it. I had another Chinese friend of mine to speak to the hotel. They said the same thing - they have received cash from me and spoke with Agoda about the issue so I should have received my money back. Anyway, I'm still in the process of resolution. Am thinking about complaining to Priceline.com directly if this doesn't get resolved. Priceline bought Agoda and they should be aware of Agoda's scheme.

The Fragrance Selegie Hotel in Singapore should be struck off your list. We had to spend one night there because it was so late but we had to cancell the following 2 nights 30thSept and 1st October.
We also cancelled the 7 and 8th October. The rooms were only fit for one person even at that and the facilities were worse. I would like a refund of my money for allowing such a place to operate.
I will send full details when I get back to australia. This is just to advise you that I will be in contact again.
The room was 3/3 with a double bed not Queen there was no room to move No wardrobe no separate shower just a thing stuck in the wall. Why would you allow such a place to advertise like they did.
I made a formal complaint and I have the original. They signed it and took a copy. the staff were very polite.

Charge for $268.45 for what Hotel and for what dates?

Dec.13, 2011
My credit card statement shows a charge from you for $268.45 transaction date 9/9/2011, and I do not have the slightest idea
what it 's for? It is Chase Mastercard in the name of Rene Bardales 460 W. Kimball Av. #4 Hemet, CA. 92543
Tel. [protected], E-mail bardalesrene@yahoo.com. Please explain what hotel and what dates?

I have booked a lot of hotels over the years through agoda, priceline, and hotwire. There are no refunds in hotwire or priceline so I am used to having to be sure about the hotel and the dates I will be there. I accept this because I am usually saving big $ and it all averages out in the end. Agoda gives the booking conditions in a little box when you give details and payment. If a hotel is nonrefundable it says so. If you aren't 100% sure don't book. I realize it sucks when you make a mistake but even airlines have dinged me for that. If you want to be able to cancel book through another site that doesn't charge any cancellation fees. You may pay a little more but you will have less worries.

Aaron JC was right, each hotel has its on Terms and Conditions . What I don't understand is we're booking the reservations thru agoda.com; Why can't agoda.com use their own Terms and Conditions? Or at least write the Terms in condition to an easy to understand detailed wordings.
One of the Terms and Conditions they have is a trap, so people who makes mistakes will loose their monies. They don't have no provision on their policy. Us customers cannot expect ourselves in booking a perfect reservations, cause we do not do this everyday; of course mistake will happen, if your not familiar to rules and regulations, even it is already in front of you. not like agoda representatives, who a very familiar with their policy. I wish Agoda.com should investigate and ask customers who book thru them online for a survey. Sunmoon7

I travel frequently to Asia and have been using Agoda for years. I’ve never had a problem. On the few occasions that I’ve made changes to my itinerary Agoda was prompt and effective. In my experience Agoda is very good at what they do – they provide discount prices and booking at a wide range of hotels. They are not a full service travel agent and make no pretense at being one. Taken for what they are Agoda provides a valuable service that I appreciate and will continue to use.

I have found that Agoda's cancellation policy is spelled out clearly on the site.
It looks like they have recently upgraded the site and now the cancellation policy is very clear and easy to find at three points in the booking process.

Their cancellation is fully examined in a blog post on this Thai Hotels blog - http://reservethaihotels.net/1824/agodas-cancellation-and-refund-policy-examined/

Each hotel appears to have their own cancellation policy, and this is what may have caused some confusion.

In regards to the original post, I would think that it would be pretty obvious that the stated cancellation dates are in relation to the hotel involved and not the residence of the person who booked it.

I booked through Agoda and then realised I had booked the wrong hotel so I cancelled it after a few minutes using their online facility. I only did this because their cancellation policy stated that there would only be a USD$15 charge.

I later received an email stating that my cancellation had been processed and the cancellation fee was 100% of the booking fee, I was like what the hell!? The booking was for a 2 night stay in Saigon for USD$174 and they took that whole amount as the cancellation fee! My booking was over a month in advance as well.

After further querying the cancellation with their customer service they stated that some hotels may charge a cancellation fee of equal to 100% of the booking fee for changes, no shows or cancellations and that this was stated on the the reservation confirmation. How BS does that sound? Unfortunately, that's their policy which is written in the small print of their T&Cs so there isn't anything I can do about it.

I have accepted that these guys are crooks and learnt my lesson. I definitely won't ever be using their service again. I'll be happily sharing my bad experience with them to others on the Net though.

AGODA equals DODGY so travellers beware!

My experience is even worse. I booked a hotel room in February and paid on November 15th. But for some personnal reason, I cancelled the reservation on November 16. But till now, I didn't get any refund. I called agoda more than 20 times, but they always found excuses. That's totally fraud!

I got the the same problem with AGODA; they mentioned that one roomnight will be charged if the cancellation will be made less than 7 days before arrival. I tried to cancel
the reservation one week (seven days before arrival) and instead of charging the "normal" fee of 15 US$ they charged a full night (61.00 US$). When I called the service center in Bangkok I got the information that they do not count the arrival day !? I will never use Agoda again as my booking agent.

05/Jan/2009

Thorsten Koch

Same here i was to be charged 80% of the total amount because i was less then 2 hours late.
Thought i had time but apparently it was less then 13 days left and i booked the day before so really strict policy.

This company has the absolute worst customer service I have ever seen. I booked a hotel through them, showed up in the middle of the night, and they had double booked the room. They said to contact Agoda for refund which I did. I have been talking back and forth to Agoda for 2 weeks and they have passed me on to 4 or 5 different support agents that all are equally useless. Worst experience ever. I have a video of the whole interaction with hotel staff as well, which I sent to Agoda. They keep referencing the wrong bookings, asking me if I'd like to cancel the booking, even though it was 2 weeks ago, and have said that there is no cancellation policy for no shows and all the typical [censored] these companies do to scam their customers. Then when I finally get to a stage of maybe getting a refund because I went back to the hotel and talked to them, Agoda customer support start referencing a hotel in Jakarta that I've never even been to - nor have I ever been to Indonesia in general! Then when they ask me whether or not I want to receive my refund as AgodaCash or a refund to original payment method, I tell them original payment. 5 minutes later they tell me that the AgodaCash will be in my account in 30 days. I tell them I DO NOT WANT AgodaCash and they say they can't reverse the decision and I should have informed them before. Now I am going through the process of writing this complaint while I am still arguing with them to get the refund to original payment method.

are there only 3 reservations booked ? Are there no additional reservations ?

cooper8@gmx.ch

Peter Muster, 3700 SPIEZ Switzerland

mobile [protected]

15.04.2024 11:45 H

We are booked in to one

Of

Your hotels for 3 night have to leave there are cockroaches running around electric is un safe nothing works it’s dirty

This is suspose to be 4 star resort I wouldn’t give it 1

I had booked my hotel booking for the 9th of January and paid for it, online. The booking date was changed without informing me to 13th January. I am travelling out of India on 11th January. The Booking ID number is [protected]. The booking was done on 4th January, 2024.

Agoda overcharge me, No refund ,no rooms for me! Agoda scam me! Post canadian price in the website and charge me USD

I put my package with package keeper in hotel reseption and i ldid not found my pag wich i just buy and its cost me more than 5000 bhat and when i ask them to orovide the vedio of the securite camera they did not

sept. 12,2023 cancelled booked from sweetwater resort.they automatic deduct in my card the whole amount.

I want a refund asap

the confirmation nrs as follows: [protected]

[protected]

I booked my hotel thru your company and left the hotel room 5 minutes after getting there because the hotel was filled with roaches!

I want a refund asap

I have submitted my reviews on my stay at AR Springfields on 30 July. This review has not published yet. i want to understand the reason for not publishing my reviews.

Regards

Prashant Sharma

[protected]

Date Booked Dec. 1-4, 2023

At La Bella Casa De Boracay

Amounting 3,659.53 with free cancellation before Nov. 28

Date booked: Dec. 20

Cancelled: Dec.21

I called up the hotel and they told me that should get 100% refund since my cancellation is still under cancellation period