Agoda
reviews and complaints

As someone who has been using Agoda for a few years now, I must admit that my experience has been quite mixed. While I have successfully booked hotels through their platform, there have been instances where the lack of empathy and customer service left me quite disappointed. One particular incident involved a fraudulent charge that took a significant amount of time and effort to resolve. It's essential to be cautious when using Agoda, as the service quality can vary greatly. Proceed with caution and always double-check your bookings to avoid any unpleasant surprises.

Every hotel has things you can complain about including S-Box... but I think this is one of the best values anywhere in the world. Rooms are probably the smallest you've ever seen unless you've stayed in a capsule hotel in Japan. However the architect is a genius... very very efficient... I'm always surprised at hotels that advertise they have the biggest rooms. Who wants to be in the room. Hey Hey it is Bangkok... you should be out hustling business... out exploring... out eating... out drinking... in a temple praying... or meeting a new friend. You should not be hanging out in the room. My room had oversized Samsung tv that worked better than most in hotel rooms... internet actually worked and with decent speeds. Breakfast was a step up from a continental... heavy on the pastry and bread side... nicely done, but I would prefer more fruit. Cool design... friendly staff... awesome location.

I've used Agoda since 2019 now and have never had any issues. Some people on the internet say that their customer service may not be the best but honestly Agoda is already top in its category for travel platforms.

And so! As a budget traveler myself, I love platforms like this that give so many bundled discounts from flights to accommodation and more. I think that Agoda stands out from others because they have cool services like "Price freeze" which is where you first pay a small amount to hold the price of the hotel and then later you pay the rest (and if the price goes up they'll cover itand vice versa if it decreases!)

Theres also other things like AgodaVIP and Agoda cash (you get back from bookings) which you can use for future trips as credit! Overall truly great platform, definitely worth checking out if you haven't yet. They have lots of affordable and nice spots to stay for your trip :)

I had a serious problem with a hotel during a stay in China. I contacted Agoda by email and within 4-6 hours they had repeatedly tired to ring me. When I did pick up my phone the service agent spoke clear English and was very helpful. He had already contacted the hotel and arranged for a refund. This would have been very difficult for me to do as I don't speak Chinese and the hotel staff didn't speak English. They followed up my situation with an actual phone call (the second one). Too often its always by email but in total I got 2-3 calls and 2 emails. I honestly feel this company cared about me and took my situation seriously. Theywere fair, logical and quick. The hotel I changed too was booked through Agoda. If they hadn't of been so helpful I probably wouldn't use them anymore. It's rare I take the time to do any sort of feedback especially positive feedback but guys, you did a great job and I appreciate it.

Online, Agoda showed the room prices in Singapore dollar, from $123, so i chose the $138 room.
Up to the payment page, Agoda still show the total cost in Singapore dollars SGD $454.14
But after i made payment, i realised i was charged SGD657.28.
That is az price difference of SGD203.14. For a 3 day double room stay!. My setting is clearly in SGD$. When asked, Agoda accused me of changing the setting to SGD only after I had paid.And at first, Agoda suggested that maybe i never put my setting to SGD. When I said I did and show Agoda the screenshot, Agoda then accused me of changing it to SGD only after I paid. Agoda even said that this cannot be used as proof. I took a screenshot of every page as i was scammed by Agoda before in the past. Agoda always show a lower price than its competitors, but after you make payment, you then realise the price Agoda show is actually really in USD $ or EURO but shown in $... USD, even though you set it in SGD. The numbers are the same, the currency is not.

Thank you
SYL

Had been using Agoda.com for a long time...
I bet they're priorities are customers retaliation, as I dad put u a few requests over the years an they did them flawlessly. Sometimes I even tried to pis them off a bit and they still able to take it. I recommended the Singapore Customer Services (5-five patient).
Her hat there are sightly cheaper deals out in the market but Agoda.com will always be the site that I booked my hotels. Easy and fast to navigate, hotel map location are 95% accurate, no hidden charges with full prices shown u on the selection area except the country Taxes which will be shown when u about to pay. Another fact is they're prices are very good and does include rewards points after u have completed your stay. They even include free points when u write good/bad reviews. This review has no rewards for me and I wrote these because I a satisfied happy customer. Just done a booking and I just claimed a $560 cash off by using the rewards points system!
10/10 recomended to my friends and family!

Agoda is the best and most competitive when it comes to hotel booking - Before booking I kept checking rates on MakeMyTrip.Com, Bookings.Com, Hotels.Com and Expedia.Com but most of the time I found the cheapest rates at Agoda only.

Most unique, helpful and important service provided by Agoda is "HOLD FOR FREE" which no other web site provides so without any hesitation people can book hotels - Due to this service even many non decider would utilize such opportunity of travelling at best hotels at much cheaper price.

The best part is the complete description of Hotel Rates with all details of Taxes, Service Charges etc are mentioned with exact % and what your rate includes and excludes so you are sure what you are paying and no hidden charges which may be collected by hotel which is very helpful and transparent business practice.

Also actual hotel room details and photos are given, which is very good compared to some other sites which hide or do not show you actual facts about room.

All the best Agoda and keep up your good work.

Regards / Jayesh

How often can you find a hotel in ANY city with early AM check in the hours past midnight!? I'm arriving at 3am in DXB, so waiting till 12 pm is out of the question. Those Sleep N Fly time listings are inflexible & overpriced, most hotels are inflexible regarding check in regardless of price. When Kayak displayed that rarity (but special price good if booked within the next few minutes) Agoda was the only booking site shown, so I acted quickly. At first, there was a glitch with my preferred payment method that could have derailed the time limit, I kept repeating the attempts without success, also it took extra time to reduce the file size of required documents for a successful upload. My Amex CC had over $7000 available credit, I couldn't understand why the repeated rejections, so I used the chat line. After being referred to Iman (if he was or is in the UK, it was 5 am there) he managed to straighten out the problem and get it resolved. Although I'm anxious, I am also patient. It took more time than I expected, but I sensed he'd be successful. Thanks Iman & thanks Agoda!

I have been using Agoda since 2007 and for the past 8 years I can say I always have a smooth booking. There's no 100% perfect service but Agoda's customer relations/services promptly respond to my queries and so far all of the hotels I have booked through Agoda met my satisfaction. Since Agoda always ask our experience staying at the hotel we booked, it's an opportunity as well for them to hear from us what they need to improve and or makes the guests happy during their stay. I believe through this, Agoda and their hotel partners are able to help each other for us (as guests who books accommodation) will have wider options.

One big bonus here is that, when we book, we accumulate points and we have enjoyed redeeming rewards points. I have saved a lot using that reward points for overseas stay. Last but not the least, one BIG PLUS here is that we can now have the option to book now and pay later. Agoda works and communicates with customers professionally, I never had difficulties using the friendly website as well. Keep up the good work and more power Agoda! Thanks so much.

On 11/18/2022, I scheduled a fun Aunt weekend and booked a large 2 queen bed room well in advance for 1/13/2023 through Agoda. The goal for the room was the kids to stay overnight and be able to swim then we eat pizza and read scary stories at bedtime. I called the hotel several times between date of booking and arrival to ensure the pool was functioning. We get there...Everyone piles in all their stuff and I tell them they can get in their bathing suits once we get to the room...Sorry Pool is Out of Order. WHAT!? I had to scramble around, find a new hotel night of so of course at a much higher price and cancel the old room. The policy was no refund, but I called anyway to see if anything could be done. The very professional and courteous Agoda rep walked me through everything and placed me on hold while he called the hotel to speak with the manager. The manager explained everything and the Agoda rep popped back on informing me that I would get my funds back in about 3 business days. I truly appreciate the help and now you've got me for life. We will always book our small and big trips through Agoda. :)

Agoda rescued me again! Recently, I was preparing to leave on another one of my frequent business trips to Guam when I realized that through an oversight I had failed to secure a room at my normal hotel (they honor my companies corporate rate).

This was a huge problem because I couldn't reschedule and my flight was leaving the next day! I called the hotel directly to plead my case hoping that as a frequent guest they would help me out. Unfortunately, they promptly told me that they were fully booked and there was nothing they could do! So I asked them if maybe they could recommend a different hotel in the area but they said no because the dates I wanted to stay were the same dates as a popular ethnic holiday and all of the hotels in the area were fully booked!
Needless to say I started to panic!

But then I remembered Agoda! I quickly went to their website for help and amazingly enough not only did I get a room at the original hotel I planned to stay; but the eventual cost was even below our corporate rate! And the kicker is that the room I got was at the next level higher! It was amazing! Agoda truly saved my life!

I very much regretted doing business with them. It is hard to get a hold of them. When you mistakenly book a hotel, and you are trying to make changes, good luck to you. Even when you cancel or they cancel, you don't get to get your money back. It is a total disappointment.

Lowest prices but at a cost. If you need to contact them, they are out of *** and the phone system is terrible. I had to call back multiple times to understand the agent with all the phone crackling and it was still terrible. Dont use this site unless you really have no other choice.

I booked through Agoda. I was abit nervous withthis choiceafter readingso many badreviews. But the experience was great! Thank you Agoda.

I'm an over-the-road truck driver and I was in California December 11th I decided get a hotel since I was going to be there for a couple of nights waiting on a load so I got on Google Maps started looking for a hotel I got Signature Inn of Anaheim Maingate the best deal was Agoda... I'm already a little leery of using these booking site I've heard horror stories of where they will book the hotel what types of hotel and that sort of thing so I made sure to read everything first thing I noticed was if I book it it's non-refundable so needless to say I'm very diligent looking to see if this the right Hotel do I call the hotel make sure it has truck parking the lady that answered the phone assured me there was... I had to know for sure so I said you're positive you have room for a truck and trailer she said yes you can park it out back so again I said there's room in back for a truck and 53 foot trailer. Yes was the answer again... So Satisfied. Hotel is booked I drive over to it and yeah you guessed it... you drive underneath a 10 ft tall carport type top that is attached to the front of the hotel strike one and right next door to it is a fast food restaurant Taco something or other that is busy it's one of the only places open at 11 PM by Disneyland so no getting parked anywhere jthere strike 2... OK well I figured she said they park out back now as I start looking for how to get there the only way to get back there is to go down the street that says no trucks on the street and finally strike three I'm outta there I actually parked in the right lane of the three-lane Boulevard in front of the hotel went up and spoke to the gentleman. I told him the issue she immediately apologized repeatedly and issued a refund on the computer said it would be back on the account in 3 to 5 business days naturally... fast forward day 5 I checked my bank account and the money was no longer pending it was paid... to Agoda... now comes the fun part trying to contact somebody crooked $#*! place... forget about it... you get an AI that is 1980s with predetermined questions and the answers to each question best you are going to get is an email to customer service... I explained the situation to email and sent it immediate response where it's non-refundable... now I say so all the hotel has to do is lie to you to get you there and you steal the money and what give them a kickback? Curious now I start searching online for some way to deal with it I hate throwing money away especially to A thieving $#*! lying company... remember I said signature Inn of Anaheim Maingate... it is actually pretty close to the main gate of Disneyland. I sent them an email telling them I was talking to a couple of online companies about how to deal with it well they sent me an email stating they attempted to reach signature in but there was no answer which is just absolutely ridiculous you are not going to call at Disneyland Hotel and get no answer tell me they email them give them a couple of days to respond and see if they will waive the penalty fee for cancellation I got the notice on December 20th the hotel decided not to waive the fee for canceling they were going to keep my money the whole time I have already spoke to the hotel he showed me where it was a refunded and it went back to Agodas account then I get another email from these people telling me attempted to reach me but they could not spell was to let them know that the case is closed they're keeping the money there will be no change of the booking fee

I'm a hotel owner and an Agoda guest. I have a real story to share with you all. I tried to contact Agoda's customer service team and back office team during their operating hours on weekdays. I called them about 7-20 times at different times and numbers, but nobody picked up my calls at all. Even when I pressed 0 to contact the operator, there was no operator to pick up my calls at once. This happened for both the back office line in Singapore and in Bangkok. In urgent cases, many guests choose to make a call instead of sending an email. If you're an Agoda guest, you'll face a situation that will make you super moody and angry because of the complicated internal line. They make it not easy to reach them. Believe me, you need to make a call more than 5 or 10 times to know how to reach them, which costs you a lot of phone calls. Excluding waiting times, this is not the first time but happens many times in many years as a hotel partner who worked with Agoda every day and as a guest who used to make a booking with Agoda. I feel very disappointed with Agoda's services, and this time, I finally decided to review.

The question is, why does this problem still happen many times? Communication is important for the services field. Why do they make it so hard and so troublesome to reach them, especially in urgent cases? Although we reported this problem politely to their staff many times in different years, there is no change. The same problem still goes on, like nobody who worked there cares and wants to finish it. The next question is, are they willing to leave cases by stop communicating with guests and hotels? I know they already take money from guest credit cards, but this is not called working. This is just a back-office case. The working process is still like this. Imagine what it will be like with guests who need urgent help with the call center up front. Yak;( Please, guys, don't think Agoda is good and cares about you. If you don't believe me, just try calling them in one time without asking anybody who knows how to reach them. You will see what I mean. Try now, guys! It's a service from Agoda, a huge listed company under Priceline.com (NASDAQ: PCLN) from the USA. You will never reach them in one call. Trust me. What a shame on their services:(

Why do we need to pay for phone calls to reach Agoda services? Why do we need to call Agoda many times on a complicated line that's hard to reach the staff? Why do we need to waste time waiting for a huge listed company service like Agoda? Are there not enough hired staffs? Or are there hired but only 10-20 staffs? Your business is a worldwide service. Please think about how you will give services to everybody and parties enough and in time. Don't just think about your benefits and take tiny people's money from all over the world without prompt services and cares. What a shame on a huge listed company in the US doing business without morals like this.

Remember, there are many better travel agent sites that have super good services, deals, and also free calls that are easier to direct to their operator at any time, as listed below. Wherever we go, urgent or not urgent, they will be there to service guests like us.

1. Airasiago.com
2. Traveloka.com
3. Hotels.com
4. Expedia.com
5. Hostelbooker.com
6. Hostelworld.com
7. Hoteltravel.com
8. Hotelurbano.com
9. Kayak.com
10. Ctrip.com
11. Travel.yahoo.com
12. Makemytrip.com
13. Cheapoair.com
14. Qunar.com
15. Travelocity.com
16. Asiawebdirect.com
17. Orbitz.com
18. Hotwire.com
19. Asiaroom.com
20. Decolar.com
21. Travel.rakuten.co.jp
22. Jalan.net
23. Lastminute.com
24. Bookingbuddy.com
25. Airbnb.com
26. His.com
27. Laterooms.com
28. Venere.com
29. Roomkey.com
30. Bedandbreakfast.com

And more million competitors on Google.

Agoda is not huge compared to the whole market. Comparing with the whole sites, they are just a tiny site, a 0.0001% piece of the whole system.

Yo, listen up. I gotta tell you about my experience with Agoda. I thought I was getting a good deal when I booked a hotel in Okinawa for two nights. The website was easy to use and I had no problem making my reservation. But then a typhoon hit and I couldn't do anything at the beach resort. I called Agoda to see if I could get a refund and they told me I could get 50 percent back. So I left the hotel and went home. But then Agoda emailed me saying I wouldn't get any refund because I canceled my reservation. I emailed them back multiple times and they kept saying the same thing. It was a total scam. I even disputed the charge on my credit card and they still wouldn't give me my money back. In the end, they gave me a discount code for my next purchase, but it was only worth 50 dollars which is 10 percent of what I paid. I spent over 500 dollars for nothing. I'm never using a travel site again. I'll just call the hotel directly. And if you're thinking about using Agoda, don't. Check out their reviews and you'll see that their customer service is terrible. They even have an F rating from the Better Business Bureau. Don't let them scam you like they scammed me.

Hey guys, I gotta tell you about my experience with Agoda. It was a total nightmare, and I wouldn't wish it on my worst enemy. My family and I booked a room at Estadia Hotel through Agoda for a couple of nights in November 2018. But then we found the same room on booking.com for a much cheaper price, and it even included breakfast! We tried calling Agoda to sort it out, but we were on hold for hours and they ignored our messages on Facebook. Finally, we got through to someone who told us to fill out a claim form on their website. We did it multiple times, but they kept rejecting it, saying that the room size, bed type, breakfast, cancellation policy, and free bike rental and shuttle service were all different. It was so frustrating!

But we didn't give up. We went to Malacca anyway and got the hotel to confirm that the rooms were actually the same. The only difference was that booking.com included breakfast and allowed free cancellation, while Agoda didn't. But Agoda still refused to admit that they were wrong. It was like talking to a brick wall!

Anyway, I don't want to discourage anyone from staying at Estadia Hotel. It's a great place with friendly staff and a convenient location. But I would definitely think twice about booking through Agoda again. They're just not worth the hassle.

Agoda is the worst travel agency I have ever dealt with. They are completely dishonest and lack any moral integrity or accountability. They lied to us repeatedly and caused us a lot of frustration and wasted time.

We booked an all-inclusive reservation at the Royal Uno resort in Cancun for two people starting on September 24th. Agoda took our payment of $1394.00 immediately and sent us a confirmation email with a reservation number. However, when we called the hotel to verify the reservation, they had no record of it. We contacted Agoda and they said they would resolve the issue within 24 to 48 hours. But when we called the hotel again, there was still no reservation.

We discovered that Agoda had made a reservation for us at the Royal Islander, a sister resort that is not all-inclusive and not what we had booked. We informed Agoda of their mistake and they cancelled the reservation at the Royal Islander. We asked Monica, the manager of customer service at the Royal Uno, to contact Agoda and find out what was going on. Agoda tried to force her to accept the confirmation they had sent us, but Monica insisted on using the extranet system that confirms payment has been made in full.

Every day we checked with Monica and she said there was still no reservation in the system. Every time we called Agoda, their story changed. They blamed the Royal Uno, their supplier, and even claimed the hotel was fully booked. They offered us a comparable hotel, which turned out to be the Royal Islander again, a hotel without all-inclusive and no modernization or renovations.

We wasted over 20 hours on the phone with Agoda, often with hold times longer than 45 minutes. We made 26 phone calls and talked to a supervisor several times. We received an email from Agoda giving us 48 hours to accept their option or they would cancel the reservation. They offered us 10% of our booking back in "Agoda bucks" as compensation, which was not even close to enough.

We asked Monica what would have happened if we had shown up at the hotel without a reservation, and she said we would have had no room. She advised us to only book through reputable providers in the future.

Agoda is a terrible company that trains their employees to lie and deflect responsibility. They have no integrity and only care about positive customer service surveys. We need to hold companies like this accountable. I will post this review on every site I can find.

I recently had a terrible experience with Agoda. I booked a hotel room at Vienna Townhouse Batschari Baden-Baden through Priceline, and I was turned away at the hotel because there was no staff available to check me in after 9pm. I had no idea that the hotel did not have staff available after 9pm, and there was no indication of this on the Agoda website. I was traveling with my 15-year-old daughter, and we had nowhere to stay for the night. We were exhausted after a long day of traveling, and we had no transportation to leave the area. It was a nightmare.

I submitted a letter to both Priceline and Agoda representatives, but I was dismissed. They treated it as a no-show and kept my money. I was so angry and disgusted by their response. They listed a hotel as available for bookings when, in fact, it was not available. I should have been compensated for everything my daughter and I went through because of their error.

I will never use Priceline or Agoda services again, and I will make sure that others know about my experience. It was the worst experience I have ever had traveling, both nationally and internationally. I am in absolute disbelief by our experience. I will make sure both have the proper reviews indicating what happened so others know how just how bad our experience was.

I spoke to the front desk person, Valentina, the next day, and she explained that since Covid, they have not had staff or check-ins after 9pm. Therefore, the websites should not be populating the hotel as being available at this time and stating on the sites no one was available to check guests in after 9pm. She advised they did not, nor would take my money and if there was an issue, I should have the site (Priceline/Agoda) to contact them.

Later that day, I contacted Priceline which transferred me to Agoda and spoke to a representative. The connection, confirmed to be Agodas side, was horrible! It was totally breaking up so bad, I could barely understand her. However, she ensured me she could understand what I was telling her. She then told me she would contact via email ? I couldn't tell if it was me or the hotel.

I received an email from Agoda stating that they were unable to reach the property at this time, so they have sent the request via email instead. They will provide me an update within 48 hours. I received another email stating that the property was unable to honor the request due to the booking's cancellation policy.

I cannot explain how angry and disgusted I am right now. I am being treated as a no-show, and my money is being kept although I was turned away with no place to go at 11pm with a kid! Not only should my money be returned, but I should be compensated for everything my daughter and I went through because of their error!

In the future, I suggest booking a room that has a free cancellation or book now/pay later policy. It is important to know the hotel's policies before booking. I hope my experience will help others avoid a similar situation.

Hi Agoda,

This I am writing after great frustration and disappointment, its been more than 1 month since I stayed in the property with very unforgettable experince, I was expecting response from AGoda, I had given review after my stay on your platform. I have requested refund for substandard quality offered by hotel.

1. Hotel had insects

2. Hotels linen were so dirty that you could not even sit on the same.

3. Hotels bathroom were stinky and dirty.

4. Also response of hotel was this insect like (Cockroach and Dirty linen) are normal

I am expecting a response from you and a refund of same.

Regrads

Sandip

[protected]

I had made 2 bookings for Koreana Hotel under your Booking ID [protected] and [protected] for period from 10/5/2024 till 16/5/2024. However, these bookings are not shown on the confirmed Bookings page on your web site, though e-mail confirmations have been sent to me. The Property concerned has confirmed that Booking ID [protected] is not on their listing.

Please investigate and revert soonest. Thank you.

ps Unable to deal with your VSA for action such as change of dates etc, due to non-existence of these bookings on my Bookings page.

Shun Pin Lo

email: lo.[protected]@hotmail.com or [protected]@gmail.com

This is Naveen, regarding my Booking ID 1219795553. I paid for this booking through my credit card an amount of Rs. 11,982.84 at Agoda Company PTE LTD on 21st Mar'24. It is to bring to your attention that although my booking got cancelled, I didn't get my refund yet.

Here is my transaction reference number: MT240830076000010086408.

Hotel/Villa: THE O2 - Explore leisure.

BookingID • Check in • Check out •

[protected]-Apr-2024 02-May-2024

Room(s) • Guest(s)

1 room 11 adults, 0 childrenCity/Place: Ooty

I have also sent an email to agoda customer but that is of no use.

My name is Varsha Sanghvi

Email: [protected]@yahoo.com

Reservation no. [protected] & [protected]

2 rooms for 2 nights

Hotel rooms were dirty. Changed room multiple times. Bugs in the room that were dangerous. My kids had multiple bug bites. Both rooms Airconditions wont work. We left the hotel without finishing our stay. Hotel were suppose to give full refund as they agreed but didn't. Later they saying we did stay 1 night, but at the same night manager said to stay as it's late night and as a foreigner where will you go with kids.

I need my full refund

Once you reply I can send pictures as they are in daughter's phone. And the names who agreed

A booking for Cape Town was made with the following reference Numbers ***/***937.
Please refer to the enclosed breakdown - on the state of the holiday accommodation rented and the immediate complaint that was lodged to Mada - the establishment representative on arrival on the 17 April 2022. Various whattsapp messages were sent to Mada which she acknowledged but did not move an inch to assist/ or relocate us to a more suitable accommodation. We reside in Johannesburg and drove to Cape Town, to find we were faced with an unsuitable accommodation... Poor Accommodation in Cape Town

We checked in on the 17 April at Four Seasons I'm Cape Town. On entering the apartment we immediately got a strong smell of a cockoroach repellant that the apartment was sprayed with.

We did not find an air conditioner but opened the windows to air the room. We later discovered a fan in the room.

I managed to locate a contact number and called and spoke to a lady called Mada at 15:16 on the 17 April 2022.

The discussion with Mada included the following issues:

A. Lack of satisfaction resulting from the smell of the accommodation.

B. I requested to know how often will the accommodation will be serviced?

C. I requested she provides an alternate accommodation since the cocoroach repellant was immediately affecting my chest and my chest was closing up.

D. Little electricity credits on the Pay as you Go meter. The electricity meter reflected a credit of 114 units on the meter. We were concerned that these credits will not be enough.

E. We advised that just two rolls of toilet paper were made available for two adults for the period 17 - 24 April 2022

Ms Madas response was the following:

It's a self catering unit and they don't provide cleaning services and they don't provide more toilet paper.

She questioned me on how I had booked the facility through Booking.com or Agoda.

She also said that I must do as I please and take it up with Booking.com or Agoda and if I wish to leave I could do so. This alone shows that Ms Mada was not interested in satisfying the user of the establishment.

I requested to know if she as an alternate establishment in a better condition than Four Seasons. Ms Mada advised she will get back to me on the availability of another place.

She responded at 15:43 and stated that the only availability will start on the 28 April 22 and she will send an electricity coupon for the accommodation that she currently availed.

We got back to the apartment around 9pm and could still get the strong cocorach repellent smell.

The linen cupboards etc exuded with this smell.

I then sent a message to Mada advising on the smell and it was so bad that it was not good for my husband diagnosed with
End case kidney disease to be in the same room with the smelling cockroach repellent.

In addition the apartment in itself is poorly maintained and poorly serviced and neglected:

- the beige carpets placed in the lounge area was stained;
- The oven was never washed and the brown marks were visible from the oven glass without opening it;
- The sofa in the room was filthy with stains. It was eyesore and filthy to sit on this sofa provided. Since there was spare linen I used a fitted sheet to cover the sofa.
- The shower facility in the bathroom was totally appalling. The bathroom was filthy and was not cleaned properly that it had green grime on the tiles.

It did not look like the apartment in-it - self was properly cleaned or maintained. The apartment was neglected and there was no pride in maintaining this unit.

One could not even prepare meals or eat in this facility because it was so filthy.

I advised Ms Mada I did not leave my home and pay an exorbitant amount to come to an establishment of this state and caliber. The discussions with Ms Mada started on Sunday till end of Tuesday 19 April 2022 on the condition of the flat she had leased out.

As per my earlier point, I wish to reiterate that I want a full refund for the payment made for the 17-24 April 2022. I was unable to stay there, because the apartment was smelling of the repellant, the poor condition of the flat was not conducive to my husband's ailing health and the premises was filthy and practically uninhabitable.

I wish to draw Agoda's attention to the following: Since Agoda is advertising/marketing the letting of this property on an electronic platform on behalf of the Establishment's Owner ? Agoda needs to be held equally accountable to the state of the establishment that is being let out to consumers.

According to the Consumer Goods and Services Ombudsman ? Section 29 of the Consumer Protection Act (CPA) provides consumers with the right to fair and responsible marketing.

"In essence, Section 29 prohibits marketing which is misleading, fraudulent or deceptive, or which is conducted in a manner that is likely to imply a false or misleading representation concerning goods or services," - This is applicable to the services rendered by Agoda.

While Section 29 of the CPA should also be read in conjunction with various other sections of the Act:

Section 3(1)(d) which states that it is a purpose of the Act to protect consumers from unconscionable, unfair, unreasonable, unjust or otherwise improper trade practices;
Section 3(1)(d) which states that it is a purpose of the Act to protect consumers from unconscionable, unfair, unreasonable, unjust or otherwise improper trade practices;

Section 4(5)(b), which contains a general prohibition on engaging in conduct that is unconscionable, misleading or deceptive, or that is reasonably likely to mislead or deceive when dealing with a consumer in the ordinary course of the supplier's business;

Section 40, which protects the consumer against unconscionable conduct including in connection with the marketing of goods and services;

Section 41, which explains what false, misleading or deceptive representations for the purposes of the Act are;

Section 48(2)(c), which provides that a transaction, an agreement, a term or condition of a transaction or agreement or a notice to which a term and condition is purportedly subject, is unfair, unreasonable or unjust if- the consumer relied on a false, misleading or deceptive representation, as contemplated in Section 41;

Section 51(1)(a), (b) and (g), which prohibits a supplier from contracting out of the CPA or depriving consumers of their rights in terms of the CPA;

Section 54, which gives consumers the right to demand quality services.

In light of the above, I am hereby giving Agoda an opportunity to rectify this matter by refunding me in full for the booking. Failure to do so would leave me no alternative but to Report this matter to the various bodies governing Tourism in SA, namely The Tourism Grading Council, the Department of Tourism, ASATA and other related institutions.

It is also the responsibility of AGODA to quality check the establishments that they advertise before advertising for them or letting them out.

You cannot sell any holiday establishment without it personally being inspected by Agoda representatives for standards of quality control.

South Africa prides itself to welcome both local and global visitors. How do you welcome visitors to stay in establishments when it is second to none?
Agoda needs to play a role to remedy the above, since it was the advertising and marketing on Agoda that led to us booking this venue. How often does Agoda inspect these venues.

Why are we expected to pay and stay in a venue that is not inspected or meet with the minimum standards for guests to stay.

Until recently, Agoda was my hotel booking website of choice, and I always found good deals even compared to other Booking Holdings Inc. or Expedia banners. But my most recent experience was such a disaster that it made it into the top 5 most disgusting/unacceptable customer experiences in my lifetime. And I don't think I'm the most difficult or demanding customer. Can someone explain to me how Agoda can fail on so many aspects?

I booked an Agoda Home (4.5 stars) listing on Monday for Wednesday at a condo. Arrived Wednesday 6:30pm no one present at reception to help, no instructions from Agoda on how to check in, no contact number listed for the property owner. Called Agoda ***207 a total of 11 times with agents promising to call back and never did. In the end, got into the apartment after 2 painful hours exchanging emails. Level 2 agent from Hong Long called me 2.5 hours later when I was already in the room and offered no compensation or admission of fault from Agoda. I was offered $10 USD voucher after responding to an automated survey.

I'm offended by:
1. Companies say things like "Your booking is confirmed" "No need to re-confirm with the property" when in fact no one confirmed anything. Agoda told me on Monday 8:56pm that my booking was confirmed. How is it that I only received check-in instructions (key lock code) on Wednesday 7:43pm more than an hour after repeatedly calling Agoda customer service to describe that I couldn't get in my room?
2. The effort it took to reach someone on the phone. Again, I consider myself savvy and it took me not less than 10 minutes searching through useless FAQ pages before finding a number to call. When I finally did call, I was forced to enter my booking confirmation number which was again not easy to find and enter while switching back and forth between my Phone app and the Agoda app that had my confirmation number in TINY font. Can't you identify me using my caller ID? Why do agents re-confirm what I already confirmed via the IVR?
3. No contact information listed for the property owner. How is it that the contact information field in the booking confirmation is blank? Field validation guys? How about simply putting the name or company of the property so I can Google it myself? Oh right Agoda doesn't want me to know who they are so that I can't book directly with them. Then who do I call? Not Agoda because you prefer me to read FAQ pages, not the property, then who? The local police? My embassy? My credit card issuer?
4. Throwing a "credit card denied" bull$#*! at me in the middle of this ordeal (after the 2nd or 3rd call). Seriously? This isn't the first time I use this exact same credit card at Agoda nor in the country I'm travelling, and also there was a SUCCESSFUL authorization on my card at 6:39PM. How come you're telling me it's denied at 7:27PM? Also, aren't you supposed to have already placed an auth check on my card when I made the initial booking? I remember seeing an authorization back then Weird. One of your phone agents (3rd one I think) told me the reason I can't get in my room is because my card was denied. Yeah umm thanks? Can I give you another card? No? I need to enter it myself through an email link? Okay let me try that, I enter another card (also one I previously used on Agoda) and it's still denied. Need to call and explain my story again. [censored]. It's been more than an hour since I tried to get in my room.
4. Agents promising to call me back and then don't. Okay, so you tell me that you need to contact your "booking partner" to sort things out and will call be back within 15 minutes. Fine. But 4 different agents promising exactly that and none called back, is that normal, or am I understanding wrong here? What if I didn't repeatedly call back? Would I just have stayed outside waiting the whole night? I got a call from a Level 2 agent 2.5 hours after the initial call. 2.5 hours is far from 15 minutes, even by Filipino standards.
5. Not calling me back when the call is unexpectedly disconnected. I thought this was common sense for any call center. Apparently not.
6. The level 1 customer service agents having absolutely no means to resolve my issue. Look I understand that they're just following the script but in unusual cases they should be allowed to escalate the issue to level 2 agent and put me directly in contact with that agent, or put me on hold until resolution. None of that happened. I thought that the goal of making me jump through useless FAQ pages on the website in order to get a call number was to filter out those cases I could resolve myself. If I'm on the phone with you, clearly I can't resolve the issue through usual means, so why is it that your agents can't immediately resolve the issue on the spot?
7. No local number. You're lucky (or I'm lucky rather) that my local SIM allowed me to make international calls. No collect calls. Yeah
8. The Agoda messaging system. I mean what the actual $#*!. Who makes a messaging app where you send messages through the app and receive messages through email (1 email per reply)? Do you even have a UX/UI team? What about QA?
9. The Agoda messaging app again, why do you censor phone numbers? I'm chatting with the property and it would have been so much easier if we could exchange phone numbers but you're not allowing us to do it. Ok design issue. I call in to Agoda's 1-866 number again and ask for the property's contact number. Then what I got wasn't even correct, it landed on a voicemail. At that point I had no choice but to have a slow and painful chat by email.
10. Agoda customer service (Level 2?) sending me useless emails that simply copy-pasted what the property already sent me via the Agoda messaging app. And I repeated this many times to the Level 1 agents, the link that the property sent with instructions on how to access the lock box, DOESN'T WORK. So stop sending me the link. Please, it's a bit insulting to send customers links that doesn't work, never mind that you're blindly copy-pasting what someone else wrote. I understand that "the customer is always wrong", but not all of us are, and if I reached Level 2, at least give me the benefit of doubt?
11. Probably the most disturbing and insulting of all is how Agoda never admitted any fault and throughout the process, blamed the "booking partner". When I asked the Level 2 agent whether I'd be compensated for going through all this trouble, the agent told me the only thing she could do call me back after she asks the property owner whether they would be willing to offer a discount. Of course no one called me back. And why should the property owner pay compensation? I booked with Agoda and the bull$#*! inconvenience I faced was due to poor customer service on Agoda's end. I am an AgodaVIP customer that booked 14 times in the last 2 years. Does this mean ANYTHING to the company at all or I just a number that doesn't even deserve to speak to a real person?

12. Don't pretend to be the nice guy after all this by saying that you received no profit from the transaction and simply offering me $USD 10 as goodwill for being a loyal customer. Am I supposed to believe that Agoda lists 3rd party properties for free without profit? You don't need a business degree to understand that. And also, how is the payment arrangement between Agoda and unknown booking partner relevant to me? The fact that I had to wait 2.5 hours and speak to 8 different agents without Agoda ever actually giving me the real contact info of the property owner says a lot how the competency of customer service and just how much you care about "loyal customers".

Look, I get it. People are not all smart. People call in for issues they can resolve themselves. I understand all of that. But please, at least consider the edge cases and provide acceptable resolution channels. This wasn't acceptable. Not by any standard.

And sorry, but $USD 10 on a $USD is just insulting.

THIS COULD ALSO HAPPEN TO YOU! (Read below)
Da Booking ID Check-in August 3,2018 RCEG PC00 - KTN
Csat

Reply|
Today, 4:10 PM
You
Dear Lars Hansen,

Greetings from agoda.com!

With reference to your booking ID as detailed below:
Hotel: Golden Tulip Mandison Suites
Room Type: Deluxe Twin
City/Country: Bangkok/Thailand
Arrival: August 3,2018
Departure: August 4,2018

Thank you for your feedback and once again we apologize for this experience.

Still we have to highlight that Agoda is neither a tour operator, nor a tour organiser. Agoda Companies do not in any way (directly or indirectly, independently or in conjunction with any party) own, manage, operate or control the Accommodations, or any room in such Accommodations. Agoda.com provides the webpage for hotels to sell rooms and for customers to reserve rooms. Any miscellaneous services associated with your stay is part of the hotel service offering. Agoda.com has a disclaimer associated with its relationship with all hotels. I've posted in below for your review.
1. Agoda makes every effort to ensure that any materials or rates displayed on this website are accurate as at the date of issue. Changes in market conditions or circumstances may occur after the issue date which may make information displayed on this website no longer accurate or no longer reflect the current position.
2. Agoda hereby expressly disclaims any representation, warranty or undertaking in relation to the accuracy, completeness, quality or adequacy of any contents of this website.
3. While Agoda makes every effort to work with hotels which provide an acceptable standard of service and accommodation for the price paid, we hereby expressly disclaim any representation, warranty or undertaking in relation to the quality or adequacy of any hotel listed on our website.

When rendering our services, the information that we disclose about Accommodations is based on the information provided to us by our suppliers or providers (including but not necessarily limited to the Accommodations, their representatives, distributors, destination management companies (DMCs), channel managers, partners, etc.). As such, the Accommodations or their representatives are given access to an extranet or other connectivity solution through which they are fully responsible for updating all rates, availability, description, pictures, booking conditions, accommodation policies and other information which is displayed on the Site. Although we will use commercially reasonable skill and care in performing our services we will not verify if, and cannot guarantee that, all information is accurate, complete, correct or up to date, nor can we be held responsible for any errors (including manifest and typographical errors), interruptions (whether due to any (temporary and/or partial) breakdown, repair, upgrade or maintenance of the Site or otherwise), inaccurate, misleading or untrue information or non-delivery of information. Each Accommodation remains responsible at all times for the accuracy, completeness and correctness of the Accommodation information displayed on the Site.

Based on our system first contact from hotel was on 03 Aug, when hotel called and informed about fully booked situation. Before that there is no other phonecall from hotel. Please note that hotels have to provide booking ID in IVR system when calling Agoda. Only when this is provided hotel can speak to customer service. When hotel provides booking ID, the contact is automatically registered under the booking. There is no other contact registered before.

The booking was submitted on 03 Aug 2018. All booking information was forwarded to property on same day. This means that allotment can't be sold to anyone else by hotel as the room is reserved for you.

We apologize that it took longer to find alternative accommodation. But again we have to highlight here hotel's responsibility. In first line hotel should provide solution, as it was the hotel which allowed to sell a room although fully booked. If any alternative hotel is offered by Agoda, we can not immediately book that for you, as first customer has to agree. Agoda offers alternative accommodation and if customer accepts, Agoda can assist with relocation. As soon alternative hotel was found, Agoda customer service tried to call but wasn't able to reach you, so an Email was sent.

The booking was of course refunded to you as hotel reported fully booked situation, so you didn't use this booking. Fully booked problem wasn't caused by Agoda, but we understand how stressful this situation could be. We can't turn back time to make this issue unhappened. As a compensation from our side Agoda offered a refund of THB 2,205.68 above the already provided full refund.

Once again we apologise for all inconvenience caused, we act in good faith and would have never intentionally caused any frustration.

If you have any question, or wish to accept the offered compensation, please advise by reply.

Regards,
Krisztina
Agoda Customer Satisfaction Team_________________________________________________

*For security purposes, please do not send us your credit card details via email.
*Agoda.com will only accept credit card details via the phone or our secure link.
*If you wish to change your period of stay, please log in on www.agoda.com to Manage My Booking.________________________________________

Original Message:________________________________________________________________________________
From: ***@hotmail.com
Sent: Saturday, August 18,2018 11:49:49 AM
To: csat
Subject: Re: Agoda Booking ID Check-in August 3,2018 RCEG PC00 - KTN
Email received from outside the company. If in doubt don't click links nor open attachments!________________________________________
Reply:

First, it is not of my concern if you use "partner" to the booking that does not excuse you for the full responsibility since you advertised the product and you took the payment, so you have the full responsibility, actually, this should be informed in advance so that I could agree to this as a customer before any payment or booking could be confirmed.

Second, before you received any information regarding the "fully booked hotel" the hotel contacted you several times, but you were not able to "find" my booking. At that time the hotel was not fully booked.

Third, I try to check-in between 12 PM and 1 PM (as informed in advance on your site) so what did you do in the two hours starting from you received the first call from the hotel until 3.06PM until you got a call (from who?) that the hotel was fully booked? Maybe you did nothing or maybe you could not find the booking, for sure you did not contact me (your customer) who was waiting at the hotel as your staff told the reception that they would do.

Fourth, after3.06 PM it took you 3 hours to receive an alternative hotel from who? My booking was with Agoda, not with anybody else (SO ACTUALLY IT TOOK YOU 3 HOURS MORE) to find an alternative hotel.

Fifth, Then it took you another 23 minutes from you received this info to E-Mail me!
You did at no stage contact me by my phone which is available on my booking form, you just let me wait for 6 hours without ANY INFORMATION.
Can you inform me how I could receive the information if I do not have email access on my phone?
Can you inform me why nobody contacted me by phone during the 6 hours or after you maybe had another booking?

Sixth, the alternative option was not confirmed but only available according to availability (last room) on a Friday evening!

Seventh, You want to refund the booking because I drove home? A.) What booking? You never booked the hotel, you only took the money. B.) is it normal standard that your customer has to sit for 6 hours in a hotel without any pieces of information and no room available/booked by you and if he leaves it is called a NO SHOW? C.) I booked this hotel, I did not give you permission 6 hours later to book another hotel in another location (you could maybe have got that if you had contacted me during my 6 hours waiting?)

So I want to challenge the legality and the responsibility of situations like this.

If I book an airline ticket to Malaysia, the airline does not let me wait without any informations for 6 hours and then send me to Singapore because it is the closest location available. (but maybe you do if they book with Agoda?)

So you offer to refund the money you received instantly without for the booking that you never did?
What about my time?
What about my travel costs?
What about compensation for the handling?

Actually, it is maybe about time that something is done about the agent's responsibility in cases like this and that rules are being set and published for customer protections.

I will let you know that I have worked as GM in hotels and resorts for over 30 years with 15 years in Thailand. Agoda has been a customer in the places I worked in Thailand so I am aware of when, how and how much they pay the hotels for their bookings, and I am also aware of the way customers are supposed to be treated and what is your responsibility for your bookings/payments.

So if you want to settle this with me you better take responsibility for your mess! Don't put the blame on others and come up with a much better solution for me to accept.

If not I will be forced to claim it another way.

My Reply

Lars Hansen________________________________________

From: csat
Sent: Friday, August 17,2018 9:35 PM
To: ***@hotmail.com
Subject: Re: Agoda Booking ID Check-in August 3,2018 RCEG PC00 - KTN

Dear Lars Hansen,

Greetings from agoda.com!

With reference to your booking ID as detailed below:
Hotel: Golden Tulip Mandison Suites
Room Type: Deluxe Twin
City/Country: Bangkok/Thailand
Arrival: August 3,2018
Departure: August 4,2018

This is a friendly courtesy email that we consider this case closed as we didn't receive any feedback from you. As you didn't accept by reply offer from Agoda to refund THB 2,205.68 (above of full refund from affected booking), the refund wasn't started till now. If you confirm by reply, we will start with refund.

We would very much appreciate if you could fill out a survey with regards to this follow-up that you shall shortly receive after this email. We strive to improve our service and your comments are invaluable to us.

Regards,
Krisztina
Agoda Customer Satisfaction Team_________________________________________________

Dear Lars Hansen,

Greetings from agoda.com!

With reference to your booking ID as detailed below:
Hotel: Golden Tulip Mandison Suites
Room Type: Deluxe Twin
City/Country: Bangkok/Thailand
Arrival: August 3,2018
Departure: August 4,2018

This is a friendly courtesy email that we are still waiting to receive for updates from your end so we can settle your case. Please do send these to us as soon as possible.

Regards,
Krisztina
Agoda Customer Satisfaction Team_________________________________________________

Dear Lars Hansen,

Greetings from agoda.com!

With reference to your booking ID as detailed below:
Hotel: Golden Tulip Mandison Suites
Room Type: Deluxe Twin
City/Country: Bangkok/Thailand
Arrival: August 3,2018
Departure: August 4,2018

Please be informed that your case has been escalated to The Customer Satisfaction Department. Please allow me to introduce myself as the one who is tending to your issue. My name is Krisztina, from The Customer Satisfaction Department of Agoda. First and foremost, we would like to apologize for the confusion. Therefore, we would appreciate your understanding to allow us to clarify on the issue encountered based on your complaint.

We are truly sorry for this unpleasant experience and the discomfort you have experienced.

For this reservation Agoda used a partner to confirm booking. That means, although you booked via Agoda.com, hotel received the booking from our supplier. Agoda received information that hotel is fully booked from accomodation itself via phone at 3:06 pm on 03 Aug 2018. Immediately Agoda contacted partner company to take immediate action and try to relocate. Agoda received alternative hotel details after 6 pm from our supplier and at 6:23 pm an Email was sent to you with alternative hotel details for relocation.

Once again, we would like to take this opportunity to express our sincere regrets for the inconvenience caused by hotel. We understand that this situation was very unpleasant and caused a lot of stress. But we would like to highlight that you could book the room only as hotel and our supplier uploaded it for sale. It is hotel's responsibility to close a room for sale if it is not anymore available. Till the phonecall from hotel on 03 Aug, Agoda had no information that there is any problem with the booking.

The booking has been already cancelled, of course with full refund to you.
Original Charge on August 2,2018: THB 2,205.68
Final Charge: THB 0.00
Refund to Credit Card: THB 2,205.68

We don't want to see you go nor be disappointed and apologise for all inconvenience caused, we act in good faith and would have never intentionally caused any frustration.

As you didn't stay at another hotel, but drove home, Agoda would like to offer you a compensation. Agoda would like to offer you a refund of THB 2,205.68 to same credit card which was used to submit the booking. Please take this offer as token of our apology.

We will wait for your feedback and once again we apologize for all negative experience.

Regards,
Krisztina
Agoda Customer Satisfaction Team_________________________________________________

*For security purposes, please do not send us your credit card details via email.
*Agoda.com will only accept credit card details via the phone or our secure link.
*If you wish to change your period of stay, please log in on www.agoda.com to Manage My Booking.________________________________________

Original Message:________________________________________
From: ***@hotmail.com
Sent: Friday, August 03,2018 10:29:34 PM
To: ***@agoda.com
Subject: Re: Agoda Booking ID Check-in August 3,2018 RCEG PC00
YOU ARE FULL OF $#*!

I waited for hours at the reception in Golden Tulip and they had never received any booking from you and they were not fully booked.

The receptionist called you several times to confirm your booking, you told her you could not find my booking you also told her that you would call me, after waiting 3 hours NO CALL no SOLUTION no response from you so I decided to travel 200 kilometers back home.

Now you email me 6.32PM 5 hours after I was trying to check-in (Are you crazy?) do you really think that I would sit 5 hours in a reception to wait for your response!

And now you send me this lie about the hotel was to blame and fully booked and on top of that, you tell me you will not refund the money that you took from my credit card.

If you really think I care about the money then you will become much wiser very soon.

You took the money you did not deliver, you did not give a $#*! about me and you also treated the receptionist with disrespect (and yes I understand Thai language, so I know what has been said on the phone since most of the conversation was on speaker...)

Well, I know a lot about the media and if you think that you can treat and lie to people like this then you can be sure I will put this on all media.

This email will also be sent to your headquarters.

And please don't write "dear" to me. (I have been a customer with you for many years until today)

This is a complaint regarding a technological error on the account of ***. On Wednesday, January , 2010 around 9pm, I tried to book a one-way flight from Yogyakarta (JOG) to Kuala Lumpur (KUL) on Air Asia flight AK 347, for Sunday, January *** at 11:45 am, via the *** booking website. I tried several times to book it. But an issue arose when I was on the last page on the booking process - when hitting the "complete booking" button. Everything was entered in correctly; there were no errors. But every time I pressed "complete booking," I was taken to an "Error" page, which stated that my booking had not been completed, and I needed to return to the original search to start the process over. I did this about three times; it was very frustrating. After several unsuccessful attempts to book the flight, I gave up, and went to another booking platform to book the same ticket (Kiwi.com). I had no issues booking my ticket through Kiwi.com; it worked on the first time, and I was relieved just to have the ticket. Lo and behold, to my dismay...when I looked at my email the next morning, I saw one email from *** that said "Confirmation for booking ID..." I was livid. I had spent a lot of effort trying to book this flight, only to be told that the booking was not completed, MULTIPLE times. Yet, by some strange miracle, one of those times it appears as if the ticket had actually been processed, even though I received an error message three times. I now had an unwanted ticket from Agoda - a duplicate - because now I had the same exact ticket from Kiwi.com as well. I contacted Kiwi, Agoda, and Air Asia multiple times. I understand that Air Asia has a strict cancellation policy so it was useless to go through them, even though I was advised by Agoda to do so. Since Kiwi's site was working fine, there was no error on their part. But Agoda is the real culprit here. Because of a glitch in their system, I now paid almost a hundred something dollars for a ticket I was not going to use. This was clearly a techological error; I understand that Agoda has only recently come into the flight-booking game (within the last 6 months) so there is still PLENTY of room for error here. What's worse though, was the horrible customer service I was served when trying to fix the issue. Email is useless with them. This was the original response I got: "Upon checking was our IT Support on the back logs there is no alteration from the regular booking flow for your booking session." Apparently, the word and loyalty of their customers means nothing. All they do is tell me to call their customer service line. And when I do, I have to explain the situation all over again to a new agent. I asked many times to be transferred to a manager or superior. They told me each time that they were all busy, and took my phone number to call me back later. They never actually got in touch, and told me I had to call back. I am just tired of being redirected to call them again every time the email chain stops. I hope you can help. I am tired of these scams. Because of them, I lost almost $100USD on a flight I didn't take.

Chairman American Express *** American Express Dispute Center *** Request for refund of $534.80 My husband and I booked a hotel in Jerusalem via the Agoda booking site. Before confirming the booking at Hashimi Hotel, I called the hotel and talked to the manager Salah. I was assured that there were no stairs at a side entrance of the hotel. I stressed that my husband was in a wheelchair that weighed over 200 pounds. It is a motorized and expensive wheelchair and I explained that carrying up any amount of stairs is out of the question. Again I was assured there were no stairs at a side entrance and my husband would be able to drive in and take an elevator up to the room. With this assurance from Salah I booked the room for 3 nights via the Agoda site. When we arrived, the hotel sent 2 maintenance workers to help us find the location. It was around 11:00 p.m. and with the darkness and various mazes of streets in old Jerusalem, it was difficult to find our way. The employees of the hotel first took our luggage and returned for us. When the employees of the hotel returned for us, I had my husband out of the van. When they saw that my husband was in a wheelchair they immediately shook their heads and told us that although there is an elevator to take us to our room, there is first a number of stairs we need to climb to get to the elevator. They told us it would be impossible to do since the chair is so very heavy. They called the front desk and explained the situation and there was nothing the front desk could do to help. We were told there was no ramp to the elevator and my husband would not be able to enter the hotel. I then asked if they could help us find other accommodations and they said their reservation desk was closed for the night. The two young employees went back to the hotel and returned with our luggage. My husband and I spent the night in the van. We called various hotels in the area but there was nothing available. The night staff was limited in most hotels in the area and everyone told me to call back in the morning. Agoda and Hashimi Hotel now insist that we decided not to stay at the hotel and should be forced to pay the 3 night charge. They insist it was our decision to leave and that their policy is any cancellation on our part should be given 3 days in advance. My question to both Agoda and Hashimi Hotel is why would I cancel if I was told there would be no difficulty in entering the hotel. Why would I cancel when I called the hotel months in advance and was assured by Salah that there are no stairs at a side entrance? All this was false information and therefore I would not have known to cancel 3 days in advance of arrival. I arrived in good faith and at that point found out that I was lied to and given false information. Why would I leave the property at 11:00 p.m. and sleep in a rental van if there was a way to get to a room with a bed and bathroom. Therefore, I will not pay for these charges. Agoda and Hashimi Hotel should be taken off the booking sites. I will forward this information to all booking sites so that future travellers are aware of this problem we had. Social media should flag Agoda and Hashimi Hotel. Sincerely

On April 5th 2023 I booked a room to the site aguda I clicked on the rate that said $48 for the night I chose the room that was the standard room for that rate and I went to check out and pay , I didn't double check the price at the time as I had my hands full with my 7 month old I booked another night the following night on April 6th to April 7th I had emails of special rates for continued staying plus promotional discounts price did go up but I screenshot every price when I went to check out again I didn't pay attention to what I paid at the time but the price was up $25 then what I screenshotted and then I booked a third night same situation I booked for the 7th to the 8th and the price went up and I was supposed to be getting special discounts and promotions for a continued stay as well as being a VI Platinum member I called customer service and form them of this to let them know I always take screenshots due to apps and or companies that either fraudulently advertise or try to say that that's they didn't have that advertised as that and I need to show proof so it's just something I always do when I noticed my account balance it didn't seem right that's why I checked all of my receipts that was emailed to me and what was charged each booking so then I had my husband open a site under his name to see what pricing and how he gets charged since he was the first time customer and downloaded the app the price said $43 because of the promotional discount new user and you download when he went to pay it took him backwards we're here to start all over again and the price went up from $43 to $70 in a matter of minutes he was on able to obtain the price that he was originally going to pay at checkout as well inform customer service by contacted them April *** spent a good hour on the phone the representative was extremely rude and *** me through the emails to send proof of my screenshots I told her I needed a minute or two because I wanted to make sure it was organized by date and able to show proof of purchase and proof of screenshots of what the price I was shown it was supposed to be but she was *** me and an uncomfortable situation once I sent the screenshots in I received emails with a matter of minutes afterwards telling me that they seen nothing of no proof that I did not pay more I don't see what they are not seeing I had booked 4 days this is the only hotel that's within my price range that I have to book I'm on April 5th when I booked I was charged $20 more on April 6th was also charged around $20 more and then as well as on April 7th I was also charged $20 more on the 4th day that I booked it was booked under my husband's name same situation happened he did not get his promotional deals which was two 10% off room was supposed to be at 43 but because he had hit the back button it was up to 67 after taxes and fees we still paid around $90 doesn't make any sense to me they are falsely advertising customer service was horrible and instead of calling me back to explain to me what they're saying they didn't see they sent me an email on each transaction stating to me that they find no air on their part I have dates and times of each screenshot of when they were taken and the price that was shown to me and then it will show dates and times of each receipt that I paid for these transactions where I paid way more , I'm asking for a refund full price that I paid for each day that I booked April 5th April 6th April 7th and April 8th which was booked under my husband name but was also paid with exact same card on every other transaction I'm asking for full refund for a falsely advertising over charging and this aguda app to be investigated

Dear sir
I have booked an spice jet ticket of dated 4-3-2024 wrongly & cancel the ticket whose details are below
Name of Passanger :- Mohd Yasin Jan
Flight details :- spice jet SG 8963 Delhi to srinagar
Booking date :- 3 Feb 2024
Flight Date:- 4 march 24
Ticket Number is 020Q9K2NV
PNR No.:- Q9K2NV
booking no. is [protected]
Payment :- Icici Card
Amount :- 5189.2
5189.2 paid through icici credit card & ticket has been cancelled on same day
SO, please Refund the payment As soon as possible

I received a booking confirmation from Expedia for a reservation at our glamping site, arrival date Friday 16 Feb 2024. The booking was for a pod without a hot tub.

However, when the guests arrived to celebrate their anniversary, they were upset not to have a hot tub and I was fully booked so could not move them.

I then found out they had actually booked through Agoda - I have never listed my property on this site, nor did I give them permission to list my property.

So I looked up my property on their site and saw that the information they have up is totally misleading and not at all clear 0 in fact it's basically incorrect. And because I haven't actually signed up with Agoda, I have no way of logging on to correct the information.

I contacted Expedia, but they say that Agoda is not a partner business - they were also NOT impressed with the situation.

Dear Sir/Madam,

Warm Greetings!

I booked a hotel room at Hotel Fuji, Thamel, Kathmandu for two nights from February 14-16, 2024. And was shown around 80% discount while booking this Hotel Fuji at Thamel Kathmandu. But on reaching here I realized that I was charged around 40% extra..which was not expected from Agoda.. https://fujihotel.com.np/rooms/ And it's unfair, scrupulous, unjust practice not expected from an international organization.

My booking confirmation voucher is also attached.

Thanks

pramod sharma

I accepted Agoda cash as a refund then when tried to use it they wouldn't let me it's a con and fraud so now I have lost my money and they do nothing about it which is completely unacceptable I don't like being robbed by any company and they should not be allowed to get away with this fraud

Hi, I've requested for refund due to wrongly bought a ticket date, but still no response for the respective. How come you cannot refund my money is not last minute ticket, you can advice me to change the date or change destination if you don't want to refund. I already purchased a new ticket for the correct date. So, thats why I request refund my money back. I wrongly bought ticket on 7/3/24 supposed to be 7/2/24. So, they supposed can refund my money back. its not that last minute ticket i bought. I've already contacted the airlines they advice me to get a refund from the third party where i bought the ticket which is Agoda. email : [protected]@yahoo.com

Your help are highly appreciated.

Regards,

Christine

Recently, encounter that Agoda imposed Malaysia Tourism Taxes to any oversea booking except Malaysia. Customer service agents Mr Shah professionally point out Term 8.2.6 and 8.2.7, however it is apply to not Malaysian. Mr Shah also point out we have to get refund from Malaysia Tousrism Board and any query about why Agoda is charging Tourism Taxes to a Malaysian. Booking number #[protected]. Is this the services as a VIP members should enjoy?