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4.2 5629 Reviews

Agoda Complaints Summary

66 Resolved
1141 Unresolved
Our verdict: If considering services from Agoda with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Agoda reviews & complaints 1231

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N
1:33 am EST
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Agoda hotel booking cancellation

Pls. note I had made booking in Thailand Pattaya Dusit Thani Hotel, as per the policy I can cancel my booking three days before arrival to the Hotel. On 6th I came to know that I won't be able to travel for personal reason as I was in Europe and travelling so I cancelled it in the 7th Feb morning at 9:30 am . As my Booking was on 10th Feb and the checking time is 3:00 pm so theoretically I was much ahead of the last requirement. I was prompted for cancellation through the cancellation window of their website and after cancellation I go message that refund will be Zero. I am trying to reach them from pillar to post through email, phone but there are no responses. on phone they ask to put the booking reference when you put it is shows wrong details, this is ridiculous.
The email responses are still to come
I do not want to waste my money when I am not wrong, pls. help me to sort this out
My details as below
Name : Navin Shrivastava
Booking reference : [protected]
Hotel : Dusit Thani Hotel Pattaya
Date : 10/02/2019 arrival and 12/02/2019 departure
email: [protected]@gmail.com

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J
2:18 am EST

Agoda I host a property with them

Agoda appears to be setup in such a manner that as a host of a property, I am only able to contact them via message, their messages are 98% of the time scripted replies which means you are going around in a constant loop and not addressing the problem.

When/if a human eventually replies, they advise to go to the contact option within the intranet, guess what, that then starts the whole new message scenario off again from the start.

The help they do have in knowledge base articles, does not match up to what I see within my portal, I am thus now stuck with them owing me for renting out my property, I do not see the relevant screenshots as per their KB, and then as above the support loop continues and there is no way to contact them.

Frustratingly extreme poor service.

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T
6:51 pm EST

Agoda resort accommodation koh samui

Booked a resort room through the agoda website in koh samui. The room was not as per photographs shown. I booked a 1st floor room with balcony and was given a ground floor room with no balcony. The room was also fithly with a dirty toilet, dirty shower, holes in the walls and in very bad condition and was a minus 1 star room. I refused to accept the grubby room and agoda just gave me the run around so I checked into another resort. Agoda refused to give me a refund and claimed I was a no show. They also claimed that in thailand they call a 1st floor room with balcony a ground floor room?. I have stayed in thailand on many occasions and never had a 1st floor room on the ground floor. This company is a sneaky unethical online booking company.
Under no circumstances should anyone consider in booking with these crooks. You will get ripped off...

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D
10:41 pm EST

Agoda refusal to refund after mistake on agodas behalf

I book a hostel for the 18th-20th of Jan and cancel it on the 16th. Agoda sends the cancellation email to me and presumably the hostel on the 19th and then refuses to refund me despite sending a screenshot that clearly shows this. So somehow I had cancelled my booking while I was also staying at that hostel?! Customer support was a incredible chore to reach, as when I tried to contact them using my booking number, the answer machine TOLD ME THE BOOKING WAS CANCELLED and hung up! It took roughly 2 weeks to get told they wouldn't do anything and during that time I got an email that asked was I satisfied with the resolution, despite not being resolved! Truly truly awful service. Avoid this like the plague.

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11:49 pm EST

Agoda my check in and check out date issue

I was making 3 different hotel booking from Agoda android application. I made two booking but unfortunately my first booking check in and check out month wrongly put by me. It was 6th of June to 12th June. But I wrongly put 6th of July to 12th July.
This is after 4 month advance booking.
Immediately i e mail to Agoda for correction.
Now they are annoying this ia not in our policy.
I said this is after 4 month booking please reschedule it from July to June but not properly responding :(
What i do now .
Please help.

Thanks. Imran Shafqat.
+[protected]

enge.[protected]@gmail.com

Yours sincerely,
Imran Shafqat

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Update by Imran Shafqat
Jan 27, 2019 11:57 am EST

My e mail id is
engr.isak@gmail.com

Thanks.
Imran shafqat

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D
2:15 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Agoda hotel booking

Where to begin? It's been almost 2 months now of being given the runaround for a refund on a hotel I never even got to stay in because when I turned up they had no booking for me but it had been prepaid. I stayed 1 night at another hotel that I paid at the hotel but they also took this payment twice. I have been sending receipts and credit card statements to prove the fact and yet I am now being asked for more information. They are really awful - the worst customer service experience you will find. Avoid at all costs - use booking.com or airbnb. I do not know how this company is still in business.

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7:11 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Agoda agoda refuses to entertain the error in double charge on my credit card

Your support is very bad. I have been wrongly charged twice for the online booking that i made. The error was in your system, and i was informed that the other booking was under bookingcom which is your sister company. I just book once and it was only with Agoda. Your agent refused to help and keep on asking me to talk to the hotel. I called the hotel, and they said I supposed to contact Agoda. Until today i am still waiting for the refund. My Booking ID [protected].
I keep on telling that i never do any booking with booking.com, but only through Agoda. One of the agent mentioned that Booking.com is Agoda sister company, and there could be an error as my booking appeared both.in Agoda n Booking.com for the same booking. But then, i never get any further resolution and no refund for the error in your system. I felt cheated by Agoda as this appeared to be an error in your system. I need a refund for the other booking which i never did but i got charged on my credit card!@

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M
7:45 pm EST

Agoda booking made and price changed upon receiving booking confirmation

I made a booking for 3 nights at at Hotel based on a price provided by Agoda. I selected to see prices in AUD at the top of the page. The price clearly showed AUD 490 per night. This equates to AUD 1470 in total. I made the booking. Upon receiving the emailed confirmation, the total for the booking was USD 1468. I contacted them. I was asked to provide screenshots of the price in AUD which I did. I received a 40 minute phone call in which the operator endeavoured to give every excuse under the sun for the price discrepancy; exchange rate, that I didn't select dates (which I did and showed them in the screenshots), taxes... you name it, I received the excuse. I was eventually told that yes they understand and will call me back. I have received another phone call now from someone else who also advised that it is due to the exchange rate! Once again, I advise it is not the problem. I then receive email advising that it is due to the exchange rate.
Let's do the math here - based on today's exchange rate - a price of AUD 1470 would equate to approximately USD 1051.58. I am sick of the excuses. I am sick of people not understanding the issue and/or how exchange rates work.
This is not an exchange rate issue (I am happy to pay USD 1051.58 as quoted). What has happened here is nothing but fraudulence.

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12:50 am EST

Agoda amount deducted by agoda which was not acknowledged by the hotel

Dissappointed by Agoda's service, we are asking for a refund for only 625.89AEd from november 2018. until now they haven't return the amount yet, so this is what their service do. it will really took so long for them to return for a refund.

they are asking for too much repetitive questions, if you cannot return the money back, just tell us. dont waste our time anymore!

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5:25 am EST

Agoda hotel

I'm badly disappointed for both the services with Agoda and with the hotel I reserved.
Today I reserved a room at saffron inn hotel in Delhi with my Agoda app, when I arrived the room I choosed and paid for was not available and they wanted to give me a very bad and smelly one instead, I tried to cancel my reservation but in the app it shows I've not any booking...now, what's going on Agoda? Appalling service, I ‘d love to be contacted to resolve this unfortunate situation.
Sure of your understanding I'm waiting for an answer.
Regards
Stefania Di Gioia

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H
1:26 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Agoda wrong charging without follow up

Dear all,

Charged me two amounts while I only placed one booking. Nobody replied and followed up.

I only booked Explore Hotel in Taichung that cost $431.22 with reference no. ID [protected]. However Agoda HK charge me another amount $476.53 that I booked nothing with but showed on my credit card statement. Emailed to Agoda since 23 Dec and no news but mailed to request a proof I had cancel booking of ID [protected] on 8 Jan from my side. What is that nonsense replied. I had no cancellation but being charged for what I didn't book at all.

Please follow up and check and cancel of the wrong charging HK$476.53. Do not just keep telling me no such record. It is shown on my credit card statement as on the attachment with your company name on.

Already two weeks. Sure will not have any booking with your company. I will take further action if there is no news after tomorrow.

MS HO SIN MAN

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R
11:53 am EST

Agoda hotel cancellation genuine reason

Hello Agoda. I made a booking on 29.12.2018 Booking Ref.: [protected] for Manpreet Kundi Royalton Hotel . I cancelled the booking on on the same day 29.12.2018 by calling agoda informing the genuine reason. My bank account has however been debited to the tune of AED 312.70 to my amazement. I have contacted the Customer Service Executive of Agoda but until now I did not receive any such amount. I will therefore want Agoda to refund my money into my account before i consider my next line of action. Your earliest action will be appreciated.

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J
8:52 pm EST

Agoda gagal menikmati hotel yang telah dibayar secara online

Selamat sejahtera.

Tuan,

Saya ingin memaklumkan pihak tuan bahawa saya telah melakukan tempahan hotel secara online melalui agoda.com. Disebabkan itu, sy telah menggunakan kaedah transaksi online maybank2u dn telah membuat pembayaran sebanyak RM321.69. Namun begitu, pihak Agoda menegaskan bahawa mereka tidak menerima wang tersebut, walhal jumlah wang tersebut telah dipotong daripada akaun saya. Menurut pihak Agoda, saya seharusnya berhubung dgn pihak Maybank untuk menyelesaikan hal ini kerana mereka tidak menerima wang tersebut daripada saya. Setelah berurusan dengan pihak Maybank, mereka menjelaskan bahawa transaksi tersebut telah berjaya dilakukan terhadap pihak Maypol. Saya kemudian menghubungi Maypol dan mendapati bahawa transaksi tersebut sememangnya telah berjaya. Namun, saya telah menggunakan email yang salah sehingga menyebabkan saya tidak tahu bahawa tempahan hotel saya sebenarnya telah berjaya. Seandainya saya mengetahui hal ini lebih awal, wang saya tidak akan hangus begitu sahaja. Ya, memang benar saya telah menggunakan email yang salah. Namun, bukankah saya telah memberikan pelbagai lagi butiran lain yang amat penting terutamanya resit sebagai bukti pembayaran. Sekiranya pegawai khidmat pelanggan agoda meminta saya menghubungi pihak Maypol berhubung pembayaran tersebut, sudah tentu hal ini dapat diselesaikan dan saya juga dapat menikmati hotel yang telah saya tempah dan bayar. Namun, mereka hanya menegaskan bahawa mereka tidak menerima bayaran tersebut. Malah mereka meminta saya berurusan dengan pihak bank setelah beberapa kali menghubungi agoda. Berurusan dengan pihak bank begitu memakan masa. Semalam baharu saya dapat result daripada pertanyaan saya berhubung pembayaran yang telah dipotong daripada akaun saya. Pihak bank lalu menerangkan bahawa Maypol telah berjaya menerima bayaran tersebut dan saya seharusnya menghubungi pihak Maypol. Akhirnya ke mana duit saya hilang telah terjawab sebaik sahaja saya bercakap dgn pegawai khidmat pelanggan Maypol. Saya menghubungi Agoda lagi untuk memaklumkan berkaitan hal ini dan mendapat tahu bahawa wang saya tidak dapat dikembalikan. Pegawai khidmat pelanggan tersebut terus mematikan talian apabila mendengar saya yg mulai merengus. Saya amat berharap agar wang saya dapat dikembalikan memadangkan saya tidak menerima sebarang perkhidmatan atau produk daripada transaksi tersebut.

Tuan, kalaulah saya dibimbing dengan betul berhubung permasalahan tersebut, sudah tentu saya tidak rugi seperti ini.

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2:29 am EST

Agoda member id : 8069509 - cancellation of agoda reward points on 31 december 2018 without a single reminder

Agoda conveniently deducted my 76, 035 Reward Points on 31 December 2018 without even a reminder to me. Agoda can send promotion materials to me via email every single day but when it comes to expiry of Reward Points, Agoda has very conveniently failed to even send one reminder to me.

I am not able to reach Agoda by phone or email as the way they have structured their contact system makes it impossible for me to reach them on this complaint as I do not have a booking reference number.

I appeal to Agoda to reverse the deduction of my 76, 035 Reward Points soonest possible.

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S
9:51 pm EST

Agoda booking id [protected]

Dear Sirs

I had made two bookings on 29December with KSL Hotel & Resort as per the attached booking respectively unfortunately when we arrived the hotel, they could accept 1 booking from us which was ID [protected]. I had no choice but to leave my children and the helper temporary first and look for another hotel to accommodate for my husband and myself.

My children did not check in the hotel till 8 plus and we wasted 4 hours for requesting to confirm the other booking of ID326547905 and I called varies times but the voice mail kept saying that this particular ID was incorrect. KSL Hotel & Resort will not accept the booking ID having Processing and there is no confirmation on their side.

please call me at +65 [protected] - Selina Tan

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8:30 pm EST

Agoda agoda booking id [protected]

First time staying at Rydges and so disappointed..we booked our room a months ago trough Agoda and paid around $368 so my kids 10 and 7 can enjoy the south bank river fireworks view for the 1st time. Agoda promised a one time experience celebrating new year with a fireworks view. We were shocked with the 4th floor room with a horrible view and all other facilities were restricted so no access to view fireworks anywhere from the hotel which we purpesly booked and paid that much to be able to view fireworks as it was advised by Agoda. The pool was also closed. I am requesting a compensation as room was not as described by Agoda. We really had a bad experience and waisted our New Year's Eve with my family.
Regards
Said

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1:08 am EST

Agoda payment made but hotel shut down

I made my reservation for hotel in Phuket dated 23 - 25 December 2018 however when I depart to the destination, the hotel has shut down. It is no longer exist. I was stranded middle of nowhere, calling Agoda for assistance. Customer Service did not resolved my problem immediately and telling me some grandmother's stories.
End up I calling Agoda for 3 hours but no answer. I am paying high roaming charges, stranded on the street, no hotel to check in as I book through agoda. Sending numerous email but no reply until end of the evening. Its critical situation but agoda did not contact me via phone immediately.
I was requested to find a new hotel and pay myself for reimbursement but i still have not received any reimbursement and no feedback from agoda. I calling them every day but still no answer. Nobody attended to me until now.
The same incident happen to my friend where he book through hotels.com. It resolved immediately by relocation and reimbursement for expenses within 3 days. How can hotels.com can be so much efficient compare with agoda.com? If hotels.com can do it, Agoda should be able to do it as well. Attached necessary receipt and email for references

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3:06 am EST

Agoda about the guest house booking I made through agoda

I made a guest house booking for lodging through AGODA. The booking ID is [protected]. I made the full payment INR 1446.22 for the booking confirmation made at SAHU GUEST HOUSE. However the guest house owner/staff claimed that they don't have any account/dealing with AGODA and didn't accept the booking. Now I'm asking for refund of my money paid to AGODA but there was no proper response and exact confirmation for the refund of my money from AGODA. Herewith attached the booking confirmation mail received from the AGODA.

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3:17 am EST

Agoda credit card charges policy

Please refer to this case,
Re: Agoda Booking ID [protected] Check-in November 13, 2018 BID(1):[protected] RBPO PNBF

Charges is being charged to us when it's clearly not our fault for not turning up to the hotel book because a email sent stating that there is a credit card failure charging the rooms book. And when you all / hotel charge our credit card there is no confirmation? And yet you mention that we didn't turn up? How would anyone know that whether they successfully book the hotel
Or not or the credit card being charged or not?
Please get a manager level or higher to revert to me!

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12:38 am EST

Agoda charging 1 night when customer service representative assured me that there will be no charges/ penalties when transferring my reservation

I called customer service to check if I could transfer my reservation from Holiday Inn Corpus Christi (Airport) to Holiday Inn Corpus Christi (Downtown Marina) as I made a mistake when booking and did not realize the slight difference in the hotel name. There are about 10 minutes apart.

Farah, the customer representative called the hotel to check on this. She get back to me stating that the hotel (Airport) agree that they can cancel the reservation Without Any Charges. However they cannot book the one in Downtown Marina from their end so I'd have to do it by myself, in which I did. I told Farah that is fine, go ahead and cancel it if they wouldn't be any penalty and I will book the one in Downtown Marina by myself.

Then I received a cancellation email from Agoda stating that a 1 night fee has incurred due to the cancellation. I emailed them and received a reply stating that it's the hotel policy. Why am I charged a first night fee when I did not cancel? I merely request to transfer to the same hotel chain which is 10 minutes away, IF there are no charges. Once again, I was assured that There Will Be No Penalties/Charges. The words were if I have not paid, no charges will incur. If I have paid, the payment will be refunded to me. This was also in the phone conversation recorded by Agoda.

If Farah were to tell me that I'd have to pay a first night fee, I wouldn't transfer in the first place. I was merely inquiring if I could do the transfer since I intended to book the one in Downtown Marin and only booked the Aiport one by accident due to the slight difference in the names.

Note that I have used Agoda for many years. I use Agoda for the convenience where I can check my booking history. I can pretty much book my reservation through Holiday Inn website directly as they charges the same rate. If I were to book with Holiday Inn directly I could have just transfer my reservation with a simple phone call without incurring any charges. I know this to be true as I have done so in some business trips that requires me to be in another city immediately and I transferred part of my reservation to the Holiday Inn in that city.

I am so disappointed with how Agoda works these days. The remark and assurance of a customer service representative (Farah) is not consistent with the reply I'm getting.

This is a serious issue for consumers that book Holiday Inn through Agoda. Business travelers or leisure travelers alike will not get the same convenience of transferring within the same hotel branch if booked through Agoda.

1 night rate for this small town hotel might be $142.60. However it could be a few hundred to a few thousand for better hotels.

To be honest the rate is not even an important issue. The issue here is that I only requested for the transfer/ cancellation if there wouldn't be any charges/penalties etc. I was assured no, so I proceed, now I have to pay an extra night because I believe in Agoda's customer service representative?

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Agoda Customer Reviews Overview

Agoda is a popular online travel booking platform that offers a wide range of accommodation options to travelers worldwide. The website has received numerous positive reviews from satisfied customers who have used the platform to book their travel accommodations.

One of the most significant advantages of Agoda is its user-friendly interface, which makes it easy for travelers to search and book their preferred accommodations quickly. The website also offers a wide range of accommodation options, including hotels, apartments, villas, and hostels, to cater to the diverse needs of travelers.

Another positive aspect of Agoda is its competitive pricing, which allows travelers to find affordable accommodation options without compromising on quality. The website also offers various deals and discounts, making it an attractive option for budget-conscious travelers.

Agoda's customer service has also received praise from customers, with many reviewers noting the prompt and helpful responses they received from the support team. The website also offers a 24/7 customer service hotline, ensuring that travelers can get assistance whenever they need it.

Overall, Agoda is a reliable and convenient platform for travelers looking to book their travel accommodations. With its user-friendly interface, competitive pricing, and excellent customer service, it's no surprise that the website has received numerous positive reviews from satisfied customers.

Agoda In-depth Review

Website Design and User Experience: The website design of Agoda is clean and user-friendly, making it easy to navigate and find the information you need. The search bar is prominently displayed, allowing you to quickly enter your destination and dates. The layout is intuitive, with clear categories and filters to refine your search. Overall, the user experience is smooth and hassle-free.

Booking Process and Ease of Use: The booking process on Agoda is straightforward and user-friendly. Once you have selected your desired accommodation, the booking form is simple to fill out, with clear instructions and options. The website provides all the necessary details about the property, including photos, amenities, and reviews, making it easy to make an informed decision. The checkout process is quick and secure, ensuring a seamless booking experience.

Accommodation Options and Variety: Agoda offers a wide range of accommodation options, catering to various budgets and preferences. Whether you're looking for luxury hotels, budget-friendly hostels, or cozy vacation rentals, Agoda has you covered. The website provides detailed information about each property, including room types, amenities, and guest reviews, allowing you to find the perfect accommodation for your needs.

Pricing and Deals: Agoda offers competitive pricing and frequently features great deals and discounts. The website displays the prices clearly, including any additional fees or taxes, so you can easily compare and choose the best option for your budget. Agoda also offers special promotions and member-only discounts, allowing you to save even more on your bookings.

Customer Service and Support: Agoda provides excellent customer service and support. Their customer service team is available 24/7 and can be reached via phone or email. They are responsive, friendly, and knowledgeable, ensuring that any issues or inquiries are promptly addressed. Agoda also offers a comprehensive help center on their website, with FAQs and guides to assist users.

Trustworthiness and Security: Agoda is a trusted and secure platform for booking accommodations. The website uses industry-standard encryption to protect your personal and payment information. Agoda also verifies the authenticity of guest reviews, ensuring that you can trust the feedback provided by other travelers. With a solid reputation in the industry, you can feel confident in using Agoda for your travel bookings.

Mobile App Functionality: Agoda's mobile app is well-designed and offers a seamless booking experience on the go. The app is user-friendly, with a similar layout and features as the website. It allows you to search and book accommodations easily, view your bookings, and access exclusive mobile-only deals. The app is available for both iOS and Android devices, making it convenient for travelers to manage their bookings anytime, anywhere.

Loyalty Program and Rewards: Agoda offers a loyalty program called "Agoda Rewards." By signing up for free, you can earn points on every booking, which can be redeemed for future discounts. The more you book, the higher your membership level becomes, unlocking additional benefits such as exclusive deals and priority customer service. Agoda Rewards is a great way to save money and enjoy additional perks while booking accommodations.

Additional Features and Services: In addition to accommodation bookings, Agoda offers several additional features and services. They provide airport transfers, car rentals, and travel insurance, allowing you to conveniently arrange all your travel needs in one place. Agoda also offers a "Price Guarantee" feature, ensuring that you get the best price for your booking. If you find a lower price elsewhere, Agoda will match it or refund the difference.

Overall Rating and Recommendation: Agoda is a highly recommended platform for booking accommodations. With its user-friendly website design, wide range of accommodation options, competitive pricing, and excellent customer service, Agoda provides a seamless and reliable booking experience. Whether you're planning a business trip or a leisurely vacation, Agoda is a trustworthy choice that offers convenience, value, and peace of mind.

How to file a complaint about Agoda?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Agoda. Make it specific and clear, for example, "Incorrect Billing on Agoda Hotel Booking" or "Agoda Cancellation Refund Not Processed".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Agoda. Include key areas such as booking issues, customer service interactions, problems with accommodations, or billing discrepancies. Clearly describe the nature of the issue, including dates, locations, and any relevant booking details. If you attempted to resolve the issue with Agoda, outline the steps you took and the responses received. Explain how this issue has personally affected you, whether it be through financial loss, inconvenience, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as booking confirmations, correspondence with Agoda, receipts, or screenshots. Do not include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred as a result of the issue with Agoda. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it be a refund, compensation, or another form of resolution.

7. Review before submission: Carefully review your complaint to ensure that it is clear, accurate, and complete. Check for spelling and grammar errors, and verify that all the information provided is correct and relevant to your complaint.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, check your account regularly for any responses or updates. ComplaintsBoard.com may notify you of any comments or actions taken in relation to your complaint, and you may need to respond or provide additional information.

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Contact Agoda customer service

Phone numbers

+65 63 297 537 +1 (866) 656-8207 More phone numbers

Website

www.agoda.com

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