Agoda
Reviews and Complaints

Hi There,

I wanted to complain about my hotel booking.
Mac Garden Resort
280/153 Moo.2, Tumbon Phe, Mueang Rayong District Rayong, Rayong Rayong Thailand 21160
Booking ID [protected]

I booked and paid for a Standard Twin Room (×2 beds) and on arrival we had lots of difficulty trying to get into the hotel. The security guard did not know we were coming and could not speak Thai or English. Eventually, we managed to speak to someone on the phone who said we could not have the twin room due to the amount we had paid. We had to take a room with one bed as had already paid. No refund offered so force to take this.

Not sure why i can book a twin room on Agoda and pay for the room but then be refused the room on arrival.

I would like to be refunded for being charged for a room that i was not allowed.

Thanks

I made a booking via your site based ont eh quoted prices. I then received a confirmation with the same prices. The hotel I stayed in charged a higher amount and now I would like a refund from Agoda. The attached booking confirmation indicated an additional room fee of $33.75 Cdn to be paid at the resort. They charged over $50 Cdn. I asked them about it and they said to take it up with Agoda.

I have booked 2 rooms at Al Marjan Island Resorts & Spa on 20-12-2021 for one night stay on 24-12-2021 and departure on 25-12-2021 morning. I did the booking through agoda site. I was not able to retrieve the booking ID. Thought i would get the confirmation mail after the payment. An Amount of AED 1091.42 was deducted from my Debit Card ending 7594 to AGODA.COM.
Uptill now I haven't received any mail nor I can see my bookings through the app but the money is already paid. Please help me to resolve this issue.

Dear sir,

Booking id - 622025741 and 622023209.
Booking for 2 room for 18 december 2021. Due to land slide not able to drive up to the hotel.

I try call the hotel, no response.
I want a full refund for the 2 rooms.
Last 4 digitt credit card - 8000
Reservation by chiam cheng kiat
Contact +[protected]

Booking ID : [protected]
I booked hotel for 19th but unfortunately on Saturday onwards there was flooded in Selangor and KL. My nearby area was affected whereby prime minister informed that not safe to travel to such area. Thus I have emailed to Agoda either refund or reschedule my booking but until now no one entertain my concern. Please assist.

We have arived at Neakru Guesthouse, where we had two nights booked on the 17th December. The staff has asked us for cash, even though the room was already paid for my ceditcard through Agoda. Then we were placed in a room that we haven`t booked, then we were placed in another room. Another cheaper room, that we did not book. The AC in the new room wasn`t working, the staff has just lied to us and stated that is was working, which was obviously not the case. Then we have left the Guesthouse and contacted Agoda customer service. They have not been very helpful and don`t want to or are not able to process my refund.

Complaint of Staycation at Sweet Elegance Boat House

I booked Sweet Elegance Boat House from 6th Dec 2021 to 7th Dec 2021 to celebrate my husband's birthday. I have used the Agoda site many times and trust it to recommend good stays that have been approved by Agoda after due diligence.

I was shocked by this staycation. When I went to the site, there was no staff present at check in. I was given no contact number of the site and there was no Agoda number I could call in Singapore. The chatbot was unable to help me. It was really frustrating, and I walked from one place to another to get help for almost 45minutes. Finally, my daughter gave me Stargazers number. When I contacted them, they were rude and told me to refer to the WhatsApp directions. When I told them I did not have them they were really angry. They had sent me a WhatsApp two days before, but as it was from a personal, not business account and fearing a scam, I had deleted it. I had to request for the directions again and this was finally sent after quite some time.

The WhatsApp directions required me to collect the keys from a bicycle parked at a bicycle rack at Blk 413A. I assumed it was in the Marina and walked for at least half an hour before I realized it was outside the Marina. Even more horrifying was the state of the bicycle which was dirty, dusty and missing a seat (refer to picture)

Once I got the key, I went Pier 1, where the water was dirty with foam floating all over. The boat had big ugly ducting along the side of the boat and the paint was peeling and off colour (refer to attached picture).

After the whole ordeal above, I faced a new issue of actually getting on the boat. While the boat was tied to the deck, the rope had considerable slack. This meant I would need to jump a considerable distance to get on the boat, all while the boat was bobbing up and down due to the tide. This is incredibly unsafe and risky. Personnel should be situated there to help as this is an accident waiting to happen.

I finally could not board the boat, even though I am a fairly healthy 60+ year old. My husband struggled to get in and finally managed to jump aboard after multiple tries. He found the inside of the boat dusty and unhygienic. Unfortunately, we had to abort our staycation and my husband's birthday was spoilt.

I am surprised that Agoda (a site I have trusted for years) recommended such a place.
• It is clearly not suitable esp. during the Covid19 pandemic as the boat did not seem to have been properly cleaned after previous use.
• Not enough information was given during the booking or payment stage. Directions and rules were only sent 2 days before the stay. Instructions such as - no one at check-in, need to use the marina toilet for big business - would have discouraged us if given from the beginning
• This place is not suitable for senior citizens, young children or those with knee problems as one needs to jump into the boat without any help and the boat keeps rocking. This should be stated on the website

There have been many lapses (as mentioned above) on the part of Agoda. In addition to the emotional stress and ruination of my husband's birthday, there was also a clear lack of information before booking.

I therefore would like to request for a refund from Agoda for misleading me in this instance. I sincerely hope that we will be able to meet an amicable solution instead of having to refer the matter to CASE.

Photographs
Check in key on bicycle in a HDB block outside the marina
Dirty doorknob and paint peeling off
Dirty toilet bowl
Unsightly ducting on the external side

Raspal Kaur Dhillon

I booked an accomodation through Agoda and prior to the check-in date I tried contacting the property to ask for clarification on some matters to which to my dismay I have not received any response. I got to the property and was redirected to another property/address and given no explanation as to why there was a sudden change in location. Upon arrival it was clear that the property is not the one advertised on the pictures neither does the room look anything like the advertised pictures. I am currently at the second property and feel highly unsafe and lied to. The owner is not answering my messages and he is completely avoiding any direct contact with me. The lady at the front desk is clueless and can't help me. I have reached out to Agoda to explain the matter but all I was told is that they cannot do anything about the matter. I am disgusted at the level of disregard showed by both Agoda and 130 Market Street Bed and Breakfast towards my safety as a guest.

Booking I'd : [protected]
Email. :[protected]@gmail.com
Name. : Bindu Thankachan
I book flight ticket through your company for 17/12/2021 and I paid $2400.12. I went to costomer care center and I paid $ 885.43 for the date changing to May 26 2022( Singapore to Kochi ) and return on (25June 2022) for 5 passengers.But they did not issues airtight.Next day, I got a mail, in that they told me to pay $ 1798.35 additional.

Totally I paid $ 3297.43 and i don't understand why they are not issuing my ticket.I check ticket prices on that day and it is not this much.Costomer care personal also not giving proper answer to me.
I need a proper clarification and I need my airtight also
Please do the needful as much as possible.

air conditioning not workingI

I booked one night at Petchpailyn hotel where I can not find after following the pin location on google map. Then I used the pin location on Agoda application still it led me to a wrong place. The place is an open field. No buildings at all. I tried to contact hotel but the phone number I called several times had no answer. It took me hours to locate the hotel but failed. So I stayed at another hotel. I request Agoda to refund my money back.

Please be advised I am sleeping in my car tonight due to your website and Choice Hotels third party disagreements. Why is the guest who trusted your site at fault? I called Choice to voice my concerns about my stat not expecting to be blessed (or so we thought) with a complimentary room for out next night and following discounted stays.

Quality Inn moved us to anew location. We went to check in and were advised we needed to put a card on file - we did not have a card as my wallet was stolen but could provide the info. No, they would not accept and Choice Cares did nothing to help us after hours.

We booked a reservation and we are sleeping in our car. We booked due to my travel schedule and personal issues. [protected] Please make this right. Please rectify this situation- this is humiliating and now I'm sick….

I am highly disappointed that agoda is suppose to offer me competitive rates, actually cheaper than the actual hotel, instead after booking and realizing I made a mistake booking through Agoda because my booking cannot be cancelled nor does it include breakfast, I realise that Agoda charged more than the hotel. Pathetic

We a family of 5 people, 2 adults and 3 children, We arrived at the hotel on the 16th of December, after paying for 2 hotel rooms through agoda.com
After arrival at the hotel, we checked in only after paying 22000 baht more! they knew we had to stay in the hotel because of the sandbox system and that we had no other choice. They forced us to pay that amount of money.
Plus, they said that after paying that amount of money we would have full board, but this morning we only had breakfast for 2 people (not 5!) and they said no lunch, nor dinner.)
And on top of all of it, the swimming pool is not available, it is closed, and this information is disclosed nowhere on their website!

The booking was done on 14/12/2021 at the Ru Yi Guest House in Taiping, Malaysia for staying at 18-19/12/2021. I did the payment and got the booking confirmation. However, on 15/12/2021 I was contacted with the property's person-in-charge (pic) asking about my check in time. Surprisingly, the pic said their guest house is fully booked and even query me on how do I still get to book their place. And then say they can't accommodate me on that dates and asking me to ask for refund from Agoda. The biggest issue here was the order was not under refundable policy.

Attached here is the conversation that I had with Ru Yi Guest House and the booking confirmation that I received from Agoda once I did the payment.

I booked and paid for hotel Radisson Blu hotel at Stansted airport for one night stay for the 12th December with Agoda. I arrived at the Radisson hotel at Stansted at 16.30 on the 12th December I found it was closed down for the CONVID and had been since Wednesday 8th December I was not informed by Agoda my self and wife who has just had a knee operation so does, t walk to well, had to get a taxi which cost £13 and get another hotel which cost another £133.
I have sent e-mail to agoda but have had no response

I have 2 bookings on December [protected], but due to a typhoon coming I cancel my booking on December 14, 2021 because it said that it is a FREE Cancellation at that time. then the whole amount in every transaction are subject to charge in (Cancellation FEE and Total Amount Charged). I also Indicate about the reason of cancellation because of the Natural Disaster, because there's a coming typhoon

I would like answer about charges that was made to my credit card after I called shortly after booking on December 6, 2021 and called a few minutes after to let them know I have an emergency and would be unable to show up. Both Days Inn and Agoda agreed about the cancellation. Now to my surprise my card was still charged and I didn't stay at the hotel at all. However my card was charged full.
After calling Days Inn they are saying it's Agoda which they both agreed on the cancellation.
This is poor customer service and I'm not certain how far this will end up. I can't even speak to anyone about charges on my card.

Hi issue is I booked a room for 3 people on agoda (2 adults and a 5byear old child). This was clear on the booking I made and the confirmation of the booking received from agoda also clearly stated that.
However the scandic weber Hotel (copenhagen denmark) received a booking for 2 people only. The hotel room we were given was tint and barely liveable for 2 people, yet 3bof us had to find a way to be there as the hotel was full. I paid significant money for the room. The hotel manager explained that agoda are notorious for this issue causing frustration to the hotel and turmoil for tired guests. I have communicated by email each day for 10 days with agoda agents. (a different agent each day). They are offering 31 dollars. I live in a country with euro for a start and this amount is not a fair resolution at all anyway. Also they have not acknowledged the issue is one they have caused.

Please see email below from scandic hotel manager as well to agoda:
Dear Agoda Team and Daniel

I hereby confirm that we received the reservation through Booking.com with the following information:

1x Queen Economy (Max occ. 2 persons and no space for extra bed)

2 Adults staying in room

Since we were fully booked on 4/12 we were not able to offer an room upgrade, with the result of Daniel and his family had to sleep in an Economy room suitable for 2 persons. This was at the same time not a positive start on the stay for the little family, since this caused time and frustration.

If you need further information please do contact me.

Kind regards

Christina Schmidt

Front Office Manager

Scandic Webers

Hello, I booked 1 room from 9th Dec to 11th Dec 2021 at The Roa Hotel with the booking ID [protected]. However, another Booking ID for 9th to 11th Dec 2021 was booked with another id [protected]
When I tried to cancel the [protected] id due to some technical glitch it did not allow me to cancel when I tried to speak to customer care they were unreachable.
So the Manager at The Roa Hotel asked me to request the Agoda to send an email to the hotel which stated that I used 1 room and not"2" rooms and they would confirm the same
Hence I would kindly request you to refund my one booking id [protected] amount as I haven't used the same
Please do the needful