Agoda
Reviews and Complaints

I have book a honeymoon trip 7 nights stay with title “Perfect Two Bedroom Apartment in Heart of London” through Agoda and I have only one option “book now pay later” when I made the reservation.

Usually we book hotels/unit through Airbnb, we will contact the property through the apps.

But I’m not sure why the owner of the unit WhatsApp me. Perhaps for better communication? So I think it was great that I can reach out to the person in charge directly.

And few days later, he started asking me to place deposit as he told me that the unit is managed by management and the management did not receive deposit from agoda so he has to cancel my stay. In order to hold the stay, we have to bank in 150pound security deposit which is refundable.

However I found it suspicious as I have never encounter such issue asking to place deposit before going to the country. And it has to be paid via a link in email.

I felt it’s suspicious so I approached agoda to ensure this is not a scam. However agoda keep telling me not to make payment to any platform other than theirs.

So I started questioning the owner regarding the protocols. But of course I trusted agoda from the beginning until the end.

But who knows in the end of our discussion, the owner decided not to host me as he said that he said other guest asking him for the same dates. As I refused to place deposit. He will give the chance to other guests.

I feel so helpless and unfair to me. I was in a confuse as agoda asked me not to pay but it brings in consequences of cancelling my unit by owner.

Then I seek help from agoda. Agoda just replied me with robotic sentence. Say refund me and additional agoda cash.

Few emails sent to seek for help but it’s still the same which makes me truly upset and disappointed as I’m a VIP member in agoda and this is our honeymoon trip.

I feel that I have been fooled by agoda. In a short period of time, how could I search for a proper hotel with reasonable price?

It’s a mental torture for us as it takes time for us to communicate with owner (Uk and Malaysia time). The worries and sadness, most importantly sadness.

I truly want a SINCERE APOLOGIES AND COMPENSATION FROM AGODA. Not few sentences to fool me around.

A reputable company Agoda. I’m not sure why you didn’t manage everything properly and today my reservation was cancelled due to agoda didn’t pay unit management deposit. In the end I become the victim of the entire issue.

I booked a hotel for work in March 2023 clicking the pay later option. however they took the money from my account immediately. I complained and I sent them the evidence to prove i have opted for pay later . (I had taken a screen grab) but they haven’t refunded my money and say it will take 30 days! They took the money without my consent. I had to cancel the booking too so i am now out of pocket. Is there any way i can complain. I don’t know fire they can take your money without your consent.

I booked a room today march 10,2023 for march17-19 for 2 nights. the booking said that it was successful, unfortunately when I clicked for the see details, the booking page refreshed and there was no booking logged. This is very alarming since I have been using AGODA for a year now and had no issue. Then this incident arises. I hope they confirm my booking or refund my card.

I reserved a Freeze Price Room #[protected] on Feb 21, 2023 which required me to Pay PHP8,121.55 (about 600+ MYR) as initial deposit and the balance minus deduction is P41,996.53 based on the email confirmation, stating that I havr until March 7,2023 to book or exchange the Prize Freeze. On March 4, 2023, I accessed the Email with the link for this Freezed Price booking, there is only 1 Button on the email which said "View your Freeze Prize" - when I clicked that button it transferred me to the Agoda App, and it opened my Freezed Price booking #[protected], now reflecting my balance to P41, 770.25 and my Paid deposit displayed as P8,121.55. Notice that there is a slight difference in my Outstanding Balance. On the Agoda app, there is only 1 Button named 'Check Availability and Pricing'. And of course, I believe and it showed that I am accessing my Freeze Price booking. It directed me to a page that said "We are holding your Price for 00:19:58", displaying the same travel dates on the same hotel. Everything seemed to be Correct but the Outstanding Price displayed is now P49,891.78, and my Deposit is No Longer reflected! I assumed that since this is Agoda, I trusted that after paying that "new Price: that they will simply deduct it after my Full Payment. But No, they did not! And when I reported this to Agoda's Customer Service on March 5, the agent named "Amira" told me that booking the Freezed Price booking #[protected] is already Cancelled! How on earth would that happen if what I did was to Pay it in full on March 4! What did I pay for then? Upon checking. Agoda app created a NEW BOOKING #[protected] which by default ignored my Deposit for Freezed Price booking #[protected], What a scam! I kept on communicating to AGODA via email and I even sent them a sample recorded video on HOW their app failed to direct me.to my Original Freeze Price Booking which is by the way recorded on March 5 and IS NOT EXPIRED per their app's reminder that I still have 2 days to book it and fully pay it! But AGODA Customer Service would Not acknowledge and Return my lost hard-earned Initial Deposit, and is suggesting to just Cancel the New Booking that their app created, which I already fully paid! They just want me to forget and let go of the malfunction of their Freeze Price booking feature and just throw my PHP8K (that's almost $150!). I have not been able to sleep properly these past few days, I have been in constant communication with them up until almost 2AM. I just wanted a nice hotel for our supposed vacation to Singapore on October, but this is the kind of stress I am getting! I just had a miscarriage last Nov 2022, so me and my family decided to take some time to forget and just travel. I have lots of booking in Agoda from the past and in the near future aside from this, but I have never been more stressed, angered, humiliated, underestimated and sick because I cannot sleep well thinking of this cheating I experienced from Agoda. My husband and I have been fighting lately because of this scam! For us, that PHP8K money, about 600MYR or $150 is too.much to loose just because of AGODA's negligence. I want them held accountable, Please Please help us.

My friend Mr. Ashraf Sattar Adamjee while on a visit from Pakistan booked a "Guest House" with the ID# [protected] from Agoda's website. We made the payment from my Emirates NBD bank's debit card. for an amount of Pak Rs. 46,172 equalling UAE Dhs.620.90.

We visited the given address in China Cluster, A08 and met security guard who said such "Guest House" never existed there. They affirmed that they have had a number of such cases from Agoda.com earlier too.

We were left baffled, knowing nowhere to go. suffered a lot, could not find any number to get in touch with Agoda.com. We tried to register a complain at their so called "help-center" but due to hectic process could not get through.

We can be reached on our following numbers in UAE and Pakistan respectively:

Tanvir Hussain [protected]@yahoo.com [protected]

Ashraf Adamjee [protected]@gmail.com [protected]

Tanvir Hussain

I booked at Selina in Cartagena in December and the hostel said they didn’t have any booking reservation from Agoda. I then had to book another night out of my own pocket at reception as I couldn’t check in with Agoda’s booking even though I was in the phone with Agoda for hours, I have wasted hours trying to get this solved and I was promised a refund plus compensation from Agoda. I have not had anything or heard anything I need a contact for them as they are very difunto to contact.

We booked an hotel room near Manila airport on 2022-11-24 through Agoda.

The hotel was on renovation and the owner put us in a dodgy place near the highway. The noise was terrible and we couldn't sleep overnight. The place was dirty, unsafe and was not what Agoda sold us.

I contacted them and asked for a refund, they only offered 1.51 USD voucher. A joke !

i did booking to Kolkata hotel through Agoda.com from 21st February to 23rd February 2023. Unfortuantely after reching the hotel authority informd me about no bokking info on there system on my name from agoda.com

i did contact with their Customer suppoert but seems some robot is sitting like human forma and only received sorry word.

eventually i had to rented new room with significant amount of money.

Still waiting for their refund/compensation.

Its been a number of years since I last used Agoda. I logged into my account to find my old email address that is no longer available. So I look everywhere within there site to find that there is no way to change it. There is no Email address or phone number to contact them. There system requires a booking number to even get them to answer the phone. Also how do I remove my account? I couldn't find a way. This is not good enough. At approx 12:20 Thailand time on 26/2/23 I got a phone number off the internet to phone them. There system keeps asking for a booking number. Which I don't have because I haven't booked anything yet. when I did get through. The woman just hung up. Great customer service Agoda.

I was booking my hotel in Crockford Genting from Agoda website on 16 Feb 2023, saw this price freeze option which states lowest price guaranteed. Just because I trusted Agoda brand and clicked on that option, and I was charged SGD 280.67 deposit for a price guarantee at SGD 1,124.64 (3 nights stay). As of today, 17 Feb 2023, my dates are firmed up and I clicked "view price freeze" to confirm my bookings. To my surprise I am now asked to pay SGD1,228.35. Hello Agoda, including the SGD 280.67 deposit this is a total of SGD 1,509.02 (SGD 503/night) ! If I had booked this same hotel and same date from other website, it would have been only SGD 1,282 inclusive of tax (see trip.com screenshot attached). What is happening ? Why despite claiming lowest price guaranteed and I am charged extra SGD 227 ? I expect a refund !

Hi.

I need your help.

On 27 May 2022, I booked a house through your website and successfully paid RM158.81 after discount using Agoda discount coupon. Mind you, I'm using online banking.

I'm booked for a house at Taman Equine, Seri Kembangan, Selangor that goes with the name "Galleria Equine Condo". I booked it for 1 night. Check in by 17/6 and check out by 18/6/2022. However, to my dismay, there's no booking confirmation ever been sent to me. There's no booking trace/history in the website.

Am I being scammed over your legit website? If that's the case, your security is real bad. Attached is the record of transaction of the card I used to pay for the said booking.

Please, I need you to check this booking for me asap. Its been months (nearing to a year atm), and yet never received anything.

I'm approaching you again this year with hope i could at least get an explanation.

Thanks.

I would like to lodge a complaint against Agoda. I booked for a 2-bedroom apartment with Grand Avenue Soi Buakhao 15 & LK Metro 1, Pattaya, Thailand on the 12th January 2023 through Agoda Malaysia for my stay from the 21st January 2023 to the 24th January 2023. I was informed by Grand Avenue that I could only check in after 2pm and we duly arrived about 2.30pm on the 21st January 2023 whereupon a telephone contact informed us that the rooms are not ready and not cleaned.

We were made to wait at the lobby until 5.30pm and were once again told that the cleaners have not arrived. I was told to go and check the place from the code sent to my phone and upon opening the front door, I discovered that the apartment was still in a mess with the previous occupant's rubbish and debris thrown all over the place. I contacted Agoda Thailand and was told to take photographs of the place, which I duly complied. At the same time, since the apartment is still in an uncleaned condition, I told the Agoda representative that I wish to cancel my booking. The photographs were all sent to Agoda as proof.

Immediately thereafter I booked for another accommodation also through Agoda. At about 6.30pm, the agent of Grand Avenue texted me to inform that the apartment is now cleaned and asked whether I would like to check in and I had answered in the negative. It now appears that Grand Avenue is not willing to refund my payment and Agoda is not taking responsibility. I would like to seek your assistance on the above. The amount paid by me is RM1,116.66.

Hello,

I had checked in one of the AirBnB in Manila SM Mall. I was not able to complete my complaint on the stay while staying at the place the son of the host Paul Kanor wrote me a lengthy letter regarding my complaint he was not happy with it; as I told him I have not even complete or detailed everything and accidentally my phone closed so it posted the complaint. Up to this date the Host Jaja Maglaya had called me 4 times on Viber and now threatening to posts our personal ID's on Social media after I asked why she keeps writing to me. I am so stressed out from the host. Today is 2/14/2023 she wrote 20 messages in Tagalog threatening to fight me or beat me up if I lodge a complaint or write the customer feedback on Agoda.

We've stayed at PoolView 1 br condo @ SM Mall on Jan 27-29, 2023 Booking # [protected] while we checked in the minute we walked in the place smelled so bad (kimchi and fish) it smelled all over the place, then as I used the toilet there was no toilet papers provided, plus unsanitary soaps provided for us to use (took photos see attached), then they advertise that they have internet I had to call the Hosts for her to pay for the internet at the Mall, now what happened here? No Channel and even Netflix does not work. To Top it they advertise that the Condo can sleep up to 4-5 people. There's only 1 bed and 1 coach. No one can sleep on that coach knowing the legs broke and it sat on the floor. My son had to checked in, on another Condo because I was hoping they fixed the issue that evening. But to our dismay the issue on the legs of the coach was unfixable. I requested a refund for the second night and the host said it's too late. The host called and said she will pick up toilet paper and pay for the internet at the SM Mall. But to our dismay she brought facial tissues to wipe our behind instead of toilet papers. My husband spent 2 hours trying to figure out the wifi connection. This place is literarily behind imagination — it is the worst place to be checked in.

A few days later — today 14 February 2023 (15th February) in Philippines I received 4 missed call and message from the Hosts threatening me because I replied to her son via email regarding the property. She's upset that I wrote to her son. She said she and I should deal with it ourselves. It's been almost 2 weeks since I've been back and I get messages. To top it all she's threatening to beat me up. She's acting bully and telling me I can't speak my mind as far as what I think about the place as far as our stay. This is not how you do business like I told her she needs to accept the facts. Yet, she refused to and threatened to blast our photos (my family, son and husband) on social media using our personal information telling me people that we are just cheap guests. I will not allow this type of behavior and if your Company allows it then we have issues.

I cancelled a reservation at AXVictoria hotel in Malta on the 7th January using getaroom.com website that the hotel website transferred me to. GAR who appear to be affiliated with Priceline.com have not refunded my money, provided a phone number that works or answers emails. The latest reference number as I’ve had several is CN00316705. I am a retired nurse and cannot afford to lose £760.51

Booking ID [protected]

Reference ID [protected]

Please review this hotel again, as the customer service is not up to standard.

During my stay, the glass window broke, glass shattered all over the bathroom, and the window was open. When I went out, the window was closed.

The front desk told us that we had broken the window and needed to pay; at the same time, hotel personnel didn't ask if we had lost anything. It seems like the hotel doesn't care for the guest. The Manager of the hotel insisted that we break the window. It makes us so upset

As per the photo I have attached, someone threw something to break the window as the glass is shattered inside the bathroom.

Hotels don't have problem-solving skills.

This is my first and last time staying at this hotel.

For any communication, please email [protected]@hotmail.com

Thank you.

J'ai réservé à l'hôtel LCS Appartement à Phnom Penh dont le numéro de commande est [protected] le 31/01/23 pour la période du 18/03 au 22/03/23 pour un montant de 123,37 € débité le jour même.

Il apparait sur mon compte bancaire à la date du 30/01/23 un débit au profit d'AGODA de 179,11 € qui ne correspond à aucune commande de ma part !

Je vous prie d'examiner le problème et de bien vouloir m'en tenir au courant .Ma banque est informée de ce problème par mes soins.

Merci et bien cordialement.

leang SRENG

Hi,

Booking ID: [protected]

I was being deceived into believing the property is a hotel but the fact is that it is home stay. Up to this point there are still no feedback what are the actions taken on the property owner. There are no formal apology.

Customer service are not professional- Spoke 8 customer service and still not all issues resolve.

The water in bath is not working, talk to owner, no respond. Complaint to agoda customer service but no feedback They kept requesting to send the video eventhough i hghlighted there are size limit on sending email. I left the property without taking bath and with no resolutions on solving the issues. Request for compensation on the matter, they just ignore it.

I am the victim, yet they do not show any empathy and side property owner.

re [protected] just tO inform you that i have started a fraud procedure in order to receive a total refund , as you Agoda has ignored all my requests to either re book or receive a total refund ,for Agoda making a error on booking which Agoda has admitted have a technical issue with booking ..BTW YOU HAVE ADMITTED TO A MISTAKE SO DO THE CORRECT THING AND LOOK AFTER MY CONCERN.. READ MY EMAILS

Without Prejudice: To all other unsuspected travelers who could try to make any booking through Agoda. Personally I found this company as most hopeless through deliberate or careless conduct in switching airport codes to appear as cost competitive and intend to continue the same warnings on all versions of social media. Was booking return flights from Bangkok to Vientiane, but somehow Agoda unexpectedly switched airport code to UTH and it was another International Airport in Udon Thani (Thailand) Agoda Booking ID [protected], [protected] instead of searched and booked in good faith Vientiane (Laos). Should every traveler know the airport 3 letter short codes?

I made a stupid mistake booking with a company that is not ATOL protected l booked a hotel in Pattaya Thailand was mine and late husbands last holiday so wanted to go back on my own , l am 69 pensioner booking reference ID [protected] didn’t realise was non refundable due to personal circumstances l cannot go , l have emailed hotel to waver the hotel not interested booked on 8/1/23 tried after to cancel wouldn’t let me that was the next day please can you help me l cannot afford to lose £378.89 when the booking isn’t until 2/5/23 till 29/5/23 . I have tried my bank they can’t help l am so worried about this .