Agoda
Reviews and Complaints

I had contacted this booking company before two weeks ago regarding my booking and if they could modify it to the next day. They then replied to me and told me the property had declined this and the change was not able to be completed. I then contacted the hotel and asked them if they had received any conformation on agreeing to my modification and they implied they did not receive anything which they had to accept or decline. So I had stated to them that this was a lie and the hotel had accepted this offer all they needed was a modified email. I was then told in a couple of days I shall receive an email regarding this change. I had no received anything. So I called up they had told me they had to contact the person in between this and they would contact the hotel and see if they accept it. I was told this repeatedly with no update. I then called back again and again and was told I would be contacted by email then message then within 6 hours then within 1 hour and was not contacted at all. I then phoned again and had stated I have not had any change within two weeks they demanded I had to wait. Even thought it is 1 day until my check in date. I asked for some compensation and they said they where unable to. I then asked to speak to a supervisor and got told I would have to call back in 20 mins. As I did. I reached someone and they told me the supervisor was unavailable. They kept telling me I just have to wait bearing in mind I had 24 hours until my check in. I asked what if I have to wait until past my check in time the man stated oh you wont I will make sure. I was lied to and given false information. Because I had no update even though I stated the deadline was 48hrs before my check in. I asked for the mans name he gave it to me. I then asked what department he worked for he then said he was unable to give this information. I then repeatedly kept asking him and he kept stated I had to wait and that was it!

I booked through a go to com a hotel Days Inn for 7 days on the app it told me $100 security deposit at the property I get to the property it was $200 deposit I did not get to book in and they would not give me my money back so ever since July 31st is now August 11th I still have not got my issue resolved they give me compensation and I can't even spend the conversation because they throw a flag up a fraud on my account so I have to send in my documents which is proof of my ID and my credit card so I did several times they told me it was invalid so been pretty much living in my car I've stayed in three hotel rooms for a night two nights here and there by getting the money myself to be able to pay for it because I can't use the go to cash it's on their app that is owed to me and they keep running me in circles I have been on the phone with Agoda customer service all day everyday since July 31st when this happened.

We have booked a room (booking ID is [protected]) at RSAM Beach Resort by Cocotel IN Brgy. Calayo, Nasugbu, Philippines through Agoda which listed the property as pet friendly. However, the same RSAM Beach Resort contacted for a confirmation after the booking stated that pets are not allowed neither in the property premises nor in the rooms. Apparently pets can be accepted by the Resort only if closed and maintained in cages, clearly violating info transparency and animal rights.

We had done 2 rooms booking with agoda in hotel Braira Al Yarmouk, Saudi with Booking ID # [protected] and Booking ID # [protected]. We had selected the option of rooms including breakfast for both the bookings which was showing in the offer rate as AED 478 but post booking we got the confirmation email which didn't had any breakfast details mentioned. We had done this booking for our guest, and it was an absolute embarrassing moment when they were been informed that breakfast won't be served to them as its not included in their bookings. We immediately called the customer service agent to get this issue resolved but it was very disappointing to know that they have language barriers and that why she informed us that their system has some issue so she can't make the changes in system and so to help me with the situation she will some agent to call hotel and try to inform them to include the breakfast for our guest. But the wait period was so long that the guest got frustrated and left the hotel.

I feel that this was an absolutely cheating done to us as the amount has been paid by us for the rate inclusive of breakfast and we got nothing other than embarrassment for the value paid. Hence, we need the refund for the breakfast amount that we had paid.

I booked my hotel room at "SYNA HERITAGE HOTEL" on 6 august 23 for check-in on 7.8.23 from Agoda, it has been shown that the hotel accepts 24 hour check-in, however when I have booked the hotel, the confirmation mail shows that I ahve to check-in at 2pm which is undesirable. Also I tried to contact the Agoda customer care number from the booking slip but the number is said to be invalid. this is the case of misleading information given to the customer and policy is made such that it cant be refunded. On the grounds of the display of misleading information and fraudulant act of website, I want to raise refund of my full value as soon as possible; otherwise, I have to seek help from the consumer forum.

booking ID: [protected]

Hi, we had a reservation on aug. 1st in Pear Tree Inn St Luis Fenton. We arrived by mistake in Pear Inn St Louis near Union Station. We stayed there as Fenton was too far from downtown

We have been told in reception we might try to get refund from Fenton

We made reservation through GOURMETY ref nr [protected]

Lorenzo De Otero Millan

Would it be feasible?

Thank you very much for your kind attention

Lorenzo

I booked for sapporo Chitose but when the peach airlines that Agoda was booked me didn't get me fly because they were asking for my QR code,,I've checked my e-mail but I did not have it..but it seems that I was book by my name but the e-mail add and the address where I live was not the same as mine so they declined to get me in my flight.. But Agoda was collecting a payment from my credit card . I have send the picture..please canceled It..

Hello,

Me and Husband are planning our honeymoon trip to Turkey starting from 19th August'23, and we were looking for hotel reservations via Agoda app using "Book now, Pay later" option.

Unfortunately, Agoda deducted our payment at that same time, even we cancelled our booking because we were waiting for our visa, and we were not sure with the dates. Booking was cancelled but payment wasn't reversed. Even after several emails to them for refund, they didn't respond with satisfactory reply.

Even then, we asked for booking resume with change of dates and they are still not supporting us.

Kindly support us for changing the booking dates from "19th August - 26th August" to the following dates,

1) 19th August - 21st August, and

2) 31st August - 1st September

Booking ID: [protected]

Hotel: Seven Days Hotel

City/Country: Istanbul/Turkey

Hope to have your positive response soon, so we can proceed with our other hotel bookings to other cities,

Regards,

Unhappy honeymoon couple

Hi Agoda,

I refer to below cancellation of Booking IDs from Agoda online, i realized that i have been charged for additional payment due to the inconsistencies of the booking refunds credited to my card card ending with 4737.

ID: [protected] - Baiyoke Sky Hotel Restaurant Buffet | Bangkok

ID: [protected] - Baiyoke Sky Hotel Restaurant Buffet | Bangkok

ID: [protected] - Baiyoke Sky Hotel Restaurant Buffet | Bangkok

Enclosed my credit card statement for your reference.

Booked a hotel using Agoda but the booking I'd never arrived so I used a different app. Turned out the booking had been made, to which I was unaware Had to pay for the first night so I asked them to give me a refund for the other 2 nights. They said they sent the refund but I never received it. Asked me to send bank statements to prove I had not received it. I sent these but they claimed they were not received. Their call center staff lied to me non stop. I am disgusted with them for treating a customer like this, why do they do this? There are loads of complaints on the net about them had I known I would never have used them. Shockingly in this day and age these booking apps are not regulated by anybody, so who can you complain to when they steal from or mistreat their customers.

Dear Sir

My name is Ronald Carter

Centra by Centara Hotel

Mae Sot (SHA Extra Plus) on the 13/7/23 travelling late afternoon, we had been let down by another hotel. because accommodation was essential that night, i inadvertently on one booked at this hotel after on your site dialling up TAK. a number of places came up, including this one. I quickly checked the details, which included FREE CANCELLATION, eing in need of a room because of personnel illness problems ie A hip Operation, I booked and paid through my Bank.

Afterwards on checking out on the the Sat Nav I found that this hotel was nearly 2 hrs driving away, This was impossible because of my hip condition

On attempting to re dress the 1400Baht taken by my transaction I attempted to invoke the free cancellation as per your web site. Only to find there was no free cancellation

I do not be able to send a photo of your booking web site. but it clearly states in words Free cancellation --with no conditions attached

I was billed in GBP vs in AED and no where did it state that we will be billed in GBP.

Got dinged with conversion rates that I did NOT agree to.

AGODA did not communicate this anywhere in the checkout or booking notes or total costs

This should have been clearly stated and not misleading into a sudden unexpected conversion rate! its fraudulent

I will NEVER use AGODA Again

AGODA sent Confirmation booking ID # [protected] to check in for 09 July 2023', at Hotel Flagship SP Residency, as per provided address there was a hotel with different name, and they told they have no buisness terms with Agoda, Agoda keeps on taking money from customer and sends people to this hotel . Self tried to call on the given number +91 [protected], help desk number was of OYO, other company. OYO telecaller said Agoda does fraud quite often .At 0130 hrs night time I had no place to go , and no hotels were available near by. Self paid INR 439.98 for the booking to AGODA .

Send mails to AGODA to return money and pay for the damages they made, but no reply from them.

This is a case of fraud.

Best Regards,

Capt.Supriyo Bannerji.

+91 [protected]

mail id : [protected]@gmail.com

I booked the L7 Hongdae through Agoda for 6 nights, 7 July-14 July, it popped up of course like a scam. I booked the L7 because it has a pool and a gym and I am a Qantas member. we get to the hotel and the pool is not included, the pool is very expensive to add and the reception say we cannot upgrade.

Agoda is a scam and there was no pop up for this as a warning stipulating no pool included, not meeting and consumer laws and no disclaimer.

I am so upset as the pool is the only reason we booked here.

I want a full refund

I am so unhappy

They are at fault

No disclaimer

I booked a hotel delta Florence in italy for 16 August 2022. We arrived at the hotel on The 16 august and as soon as we arrived in the hotel the air conditioning and WiFi in rooms was it working.

We had to cancel due to air conditioning not being available at all and the temperature in Italy being 32-33degrees and my child has low vision and albinism problem so he needs protection from sun and it was too hot to stay inside very uncomfortable temperature.

I am very upset that the hotel told us they can’t fix the problem as whole building was not having any air conditioning. They advised us you can cancel and we won’t take any charge as it’s not your fault.

As a result we had to book at another hotel and could not get another hotel with a pool for children. This has ruined our holiday. We booked this specific hotel hotel delta Florence as it had a children pool we explained in booking our child had visual problem due to his albinism and struggles with bright light and sun. He needed to have pool as it’s a safe activity for him and he would enjoy this and could go early morning before got too hot.

i had emailed agoda many times and they failed to give an appropriate reply to my request for a refund. I had sent them an audio and video recording of our conversation with the hotel where they clearly acknowledged that we had to cancel due to faulty air conditioning. despite sending this evidence we couldn’t get any reply from them. they said the recording was not clear and could. or verify it which was all lies as recording is very clear and video recording shows lady receptionist at hotel

We incurred additional hotel charges for a replacement hotel and lost on enjoyment of our holiday as we could not a get a hotel with a pool for our child.

we wish to be compensated for our losses.

I've worked in hospitality for 24 years. Ialso earned a degree and certification in paralegal studies. That being said this hotel is not in compliance with health department regulations. We went here for my daighters 14th birthday and booked 2 rooms. Had to move rooms, amenities falsely advertised, and I had to purchase bleach and clean our rooms for over 2hr. Would have went somewhere else but already changed hotels since the Wyndham pool was closed and we found that put 2 days prior to checking in. This hotel had no towels, we had sheets with yellow stains, bathrooms had mold on cieling and urine all over the floors. I understand the staffing shortage we are all currently experiencing however at minimum a cleaning agency needs to be contacted. This hotel poses a threat to the health and safety of the guests and the health department needs to do a pop up. Management and staff were friendly and did the best they could with what they haf.i am requesting a refund and if denied I will contact my bank. Additionally, I hope you take this review seriously and take action if you are marketing a falsely misrepresented and advertised company and now have knowledge of the poor conditions and continue to act as a third party with that knowledge you could be held liable if a civil suit occurs. Despite the disclaimers, it does not act as a protective shield providing exemptions from negligence if an incident occurs and you had knowledge of possible occurrences.

PLEASE CONTACT ME AT 302.277.7547

to discuss

Dear BBB customer protection agency,

Booking ID [protected] in agoda.com for the amount of $505 on 6/11/2023

1. I booked the same type of room, dates and 4 guests on the same website agoda.com for cheaper price at a later date. Emailed agoda customer 3 times with details and print screens of the cheapest same for same booking inquiries for the amount of $457 which is only 48 dollars difference)but all of them got rejected due to tricky/false price-match policies. It seems like they are deceiving the consumers using shady tactics on anything such as policy change/cancelation date, coupons used % + the difference amount to decline you in anyway, The policy stated they will match or refund the differences if the same hotel, room, dates, amount of guests if you find a cheaper rates. The are famous using the phrase "We regret to inform you... that this is different from your original purchase when it is not"

Agoda policy:

Important: Screenshot the page where you found the property to be available at a lower price. You will need to submit this as evidence to file for the Best Rate Guarantee offer. Agoda's "Best Price Guarantee" is a program that ensures that customers will get the best available rate for their hotel bookings when they book through their website. If a customer finds a lower price for the same hotel, room type, and dates on another website, Agoda will match the price and give the customer an additional 10% discount.To qualify for the Best Price Guarantee, the lower price must be publicly available and bookable on another website. The customer must also submit a claim within 24 hours of making their booking on Agoda.

I just need the difference in the amount refunded back to my bank. It is unfair for someone else to book the same room (family balcony room), dates (july 12-17, 2023), number of guest (4) for cheaper. Agoda customer server needs to do a better job providing satisfactory customer service. Please review the record with them as their have received my message/email/print screens over and over. They do not honor what they promised or advertised regarding the price match guarantee. They are very notorious for selling customers a service/product and refusing to truly help.

My booking Booking ID # [protected] for Vince Hotel Pratunam, Bangkok

Booked 3 paxs from 15th till 18th June. Confirmation letter for 3 pax enclosed.

But upon check in, hotel informed it was booked for 2 paxs only then ask me to pay extra 1 pax. Had to pay extra Thai Bath 3000 for extra 1 pax. (Payment Receipt enclosed)

They even shown me, Agoda agent booking with hotel was 2 pax, refer to hotel proof from Agoda Agent (enclosed)

Pls refund me for the extra 1 pax that Vince Hotel billed me. Very dissatisfied with Agoda, how can this happened and the room assigned to me was small as it meant for 2 paxs...it's spoilt the trip experience.

Please refund me at once, it is your Agent mistake. As a reputable booking service provider, such overlooked is not acceptable!

I gotta say, I'm really disappointed with Agoda. I mean, I wish I could give them zero stars, but I guess one will have to do. My mom booked a trip to Mexico with them back in February, and we were all super excited. But then, the day before our trip, we saw that the payment was still "processing." We called the hotel to confirm our reservation, and they said everything was good to go. But then, the day of our trip, we get an email saying that our reservation has been cancelled because of nonpayment. What the heck, Agoda? We checked the email every day, and there was nothing in the spam folder. And they said they tried to charge the card on file, but that's a total lie. We got alerts from AMEX for every charge and attempted charge, and there was plenty of money in the account.

We tried calling Agoda to see if they could help us out, but they were no help at all. They said they would call the hotel to try to get us our rooms, but they never did. We begged and pleaded with them to help us find another hotel, but they refused. We even asked if they could just give us a refund so we could book somewhere else, but they wouldn't do that either. It was a total nightmare.

I finally had to step in and demand to speak to a manager. But even then, they were no help. Julie, the manager, was just repeating the same stuff we'd already heard and blaming us for their mistake. I mean, come on. If it was our fault, we would have owned up to it. But it wasn't. And the fact that they wouldn't take any responsibility or show any empathy was just disgusting.

We finally had to give up and find another hotel on our own. Luckily, we had the extra money to do that, but not everyone would be so lucky. It's just not right. I'm telling everyone I know not to use Agoda ever again. They need to do better.

My experience with Agoda was a complete letdown! The reviews were manipulated and the customer service was terrible! I booked two rooms at Hotel du Havre in Paris based on Agoda's 7/10 reviews and the reviews on the hotel's page. However, when I arrived at the hotel, I was shocked to see that the room was nothing like what I saw online. The room was old and dirty, the bed sheets were stained and had not been changed, and there were hairs all over the bathroom floor and bathtub. The bathroom and the room were covered in mold, and there was a strong smell of bed bug repellent. To make matters worse, there were blood stains on the walls, carpets, blankets, and mattress. It was the most disgusting experience I have ever had in a hotel.

I immediately contacted Agoda's customer service, and they told me that the hotel had no cancellation policy. However, if I could provide proof that the room was not up to standard, Agoda would probably refund me. I took pictures of the hotel and sent them to Agoda. But, to my surprise, I received an email saying that the hotel had claimed that the room was clean! This was ridiculous because I had been in that room, and it was filthy. I had even booked two rooms, and they were both equally disgusting. I sent pictures to prove that the rooms were dirty and checked out of the hotel. I made a last-minute reservation at another hotel because it was too gross to stay there.

To add insult to injury, the hotel staff were the rudest people I met in Paris on that trip. They even charged me city tax upon check-in and refused to refund it even though I didn't spend a night there. A few days later, I received an email from Mara at Agoda repeating the same thing that the hotel had no cancellation policy. She asked if she could call me, and I replied with my phone number, but I never heard back from her. Since then, I have sent a few emails, but I haven't received any feedback from anyone at Agoda.

I also tried to post a review about my experience on Agoda.com for Hotel du Havre, but the review has not been published. I wonder why because I'm sure there will be more guests like myself who would book it based on reviews that do not represent the reality. At this point, I realize that Agoda provided information that did not fully represent the condition of the hotel I was booking and is refusing any responsibility.

I have used Agoda a few times, and I am not a fussy traveler. I can handle a lot of things, but that hotel was absolutely gross, and nobody should stay there. I am truly disappointed with the whole experience from booking till early check-out and how Agoda handled my complaint and the poor customer service. In the future, I will certainly look for another way of making hotel bookings.