Agoda
Reviews and Complaints

I have a Big issue about handling the back end ycs agoda and I have been trying to contact the local support team in sri lanka and I have got 3 peoples contact numbers and e-mail neither phone is answered phones are keep on ringing without any responses.and for the emails even there are no proper reply since a week has been left. We are not much familiar with a back end we need assistance and a support from the local team. Agoda never validates customers hope they do not need hotel partners. The Other OTA s are giving us a Massive support and assistance. Dissapointed

I booked a 2 night hotel at boracay Philippines see attached photos for booking confirmation and prof of the complaint. I got bitten by some insects by my left leg since that 1st night and after putting some cream last 04-06 Aug thinking will go away, unfortunately until this moment I'm still suffering with all of this itch and irritating bites.if you have further question please feel free to contact me anne time at [protected]
[protected]@yahoo.com

When using them never forget to check the price before paying. I don't want anyone to make my mistakes I had when arrived at our hotel. We paid much more than the rooms actually cost. You know I felt like I was robbed. They agreed to refund instead of offering an alternative we needed and asked for! Really horrible and worst customer service! Avoid them

Today i've made some booking on Agoda and left my card details there for the next transaction, and right after a few hours my card has been charged an transaction on some website that i've never seen.
I'd like to have the answer from Agoda about customer information security terms in this case, or i'll never use your service again.
Hope to hear from you soon.

Kind regards,
My email: [protected]@gmail.com

Dear Sir/Madam,

I wish to launch a complain against your website and Shelton Accommodator Peshawar. My booking ID is [protected].

I arrived at the guesthouse only to be told that they have my reservation but they are unable to honor it because their rooms are fully booked.

I was left standing there in their reception hall with no apology. The manager didn't even show any ounce of decency in their oversight and turned his face away when I was speaking to him to voice out my dissatisfaction.

If the hotel don't honor their agreement with your website, I expect an explanation from your representative on the level of trust traveler should put on agoda in making their reservations with you in the future.

Thank you

Good Evening,
I am writing to you after some consideration and various emails between Myself and several of the Agoda collegues regarding a recent stay in Italy under the booking number Booking ID: [protected].
First of all it is important to note that I have been a customer of yours for some time. I have never cancelled a booking and always paid in full on time for any booking made with you. I have used your company and got friends to use your company many times and this is why I am committed to sending this email as a final straw.
I recently booked the aforementioned Hotel in Italy with you to end my 4 week tour (during which nearly all of my stays were booked with you). I specifically booked this hotel as it was 4* a good price and had good reviews. Furthermore I needed swimming facilities for my small child who is 1 and there are not many hotels available with a pool in the Italy region. Unfortunately my hotel booking was cancelled without speaking with me and as a result I have had to re-book my final 10 days in Italy with other less rated accommodation (the first of which I am very disappointed with and would never stay in nor recommend to anyone), the second of which I have not yet attended so I'm hoping it is up to standard.
The hotel was cancelled by yourselves because my credit card details had changed and unfortunately the hotel couldn't process payment - this I understand to some extent however the following things were unacceptable on behalf of Agoda:
1. The company contacted me once by email to update my information for the payment to proceed - I am on holiday in Italy and therefore was not in wifi contact all of the time to receive such information. I had 1 email only and no further contact.
2. Agoda called me once and then cancelled the booking after this (the call was made from Washington DC and therefore being on holiday in Italy I did not answer it. I think this is perfectly acceptable as it would have cost a fortune and I had no idea it was you calling) No other calls were attempted by you.
3. When I emailed Agoda back having read the aforementioned email to update my information informing you that the link you had sent through to me to do the update with did not work you informed me you would send a new link. You did not. I went to bed and in the morning the booking was cancelled without any further discussion.
4. I asked via email for the booking to be reinstated and received no response - I did this 4 times - each time the email went to a different operative and they did not read the previous thread therefore couldn't respond appropriately.
5. I called the Agoda helpline and left a message for someone to call (this cost me 25 euros) and no one returned my call.
6. One operative finally said she would try to help and get back in touch via email and then never did.

All of this time (2 days in total) I could not re-book the hotel because i did not know the status of the booking and no one offered any alternative suggestions to me.
At this point I was in Italy with a 1 year old baby and no accommodation to stay in - unacceptable. I also had the cash waiting in the bank to pay the booking making it all the more infuriating.
on final contact you told me to re-book the hotel - which I tried to do but it was no longer available (it suggests to me that there was an overbooking at this hotel and we were therefore not given the rooms we had booked!). it seems very unlikely that this would be re-booked so quickly particularity as we were checking the property the whole time and it never came back on line for the agoda site.
Anyway as a result you then informed us that you would provide us with a small discount however since we could not re-book this hotel and had to book two separate hotels this refund has decreased in value and we are still not sure how it will be paid as once again someone has failed to contact us with the this information.
There are several things wish to clarify/ mention:
1. the website informed me and I opted to pay at the hotel therefore a request was never expected to be made for the money earlier than we had arranged. You should if the option is there to pay at the hotel NEVER take the money before this it could cause someone serious issues - why was this done?
2. I wasted 2 days of my holiday looking for new accommodation in Italy i am yet waiting an apology regarding this!
3. The locations I ended up staying in were well below the standard of the location i originally booked and therefore my most recent stay has been shall we say unpleasant.
4. At no point did anyone from your team contact me with the same email address therefore they did not know the whole story and so were unhelpful/ unable to be helpful.
overall a very relaxing holiday has been spoilt.
I would like some sort of acknowledgement regarding this and once again I would like to know how the refund will be made to me and I would like to question whether this is a valid refund offer I feel it is not truly reflective of the problems we have faced to receive such a nominal refund.

Finally I also appreciate that whomever is reading this email is not directly responsible and I appreciate both your patience in reading the information and also in the response that you make though you can image my upset travelling with a baby, a lack of wifi and no accommodation. Please therefore excuse the tone.
Thank you for your time
Awaiting a response via email as I am still vacationing and so will not be collecting your call
Mark

Dear Agoda,

I received 10% discount from agoda for any booking period until 31/8/17. However, my promotion status is "redeemed" by agoda while i'm not done any booking yet.
Please explain as i need to know what happen now due to i wanna use that promotion for my next vacation. Appreciate if you can contact me as soon as possible to explain thia matter.

From,

Fara

المحترمينagoda السادة
بعد وصولي الى فندق Harder Minerva.
تفاجاءت بالغاء الحجز رقم [protected]
بدون اي طلب مني و دون اي سبب واضح
وبعد وصولي الى الفندق تبين ان الفندق قام بالغاء الحجز قبل اقل من 24 من موعد الحجز و برر السبب ان المبلغ غير صحيح و انه حدث خطاء اثناء الحجز علما ان السعر كان هو نفسه على اكثر من موقع و بسبب هذا الفندق الفاشل تعذبت كثيرا في البحث عن فندق بديل واضعت الوقت وخسرت مبلغ كبير
الرجاء اعلامي في الاجراءات اللازمة

Agoda claim to provide free cancellation up until 1 day prior to the actual due date of arrival to a hotel. They also claim that no payment will be taken up until 3 days before the due date of arrival. These are all highlighted In green text when making a booking on their website. (Hotel policy)

I booked months ago and was charged.
Also, with more than a week to go until my arrival It states that my booking Is non-refundable. (Property policy).
A quick glance reveals that the same hotel still has rooms available for the same days. Also, the same green text Is prevalent displaying the blatant dishonest Information. This Is extremely deceitful to customers.

On 11 July I booked The Mountain Bungalow in Nuwara Eliya, Sri Lanka for a family deluxe room. I sent a special request to ask if we could all stay in the room as 5 people. No reply came and as we were due to leave I booked another double room in case 5 in one room was not possible. I then sent another request via Agoda for the same hoping to cancel the double room. The hotel is new so doesn't yet have a website. Agoda did not include a phone number but I managed to find a number on the internet but could not make contact. It may well have been the wrong number as the hotel ismanned 24 hours a day. They never got any messages from Agoda. Every message I have sent via booking.com has been received and replied to immediately. They would have been happy for us to stay here in one room but can't change the booking now as payment has gone through. We are budget travellers with young children and want to share the family room. Please can you arrange this as I am sure Agoda did not forward messages.
Booking ref [protected] and [protected]

This hotel in the subject is providing free shuttle services from Denpasar Airport to hotel itself.

I am booking with them for my arrival 16 Aug 17 & they are providing me the driver details such as phone number. But the number couldn't view via hotmail maybe due to the different format being used btw me and Permata Kuta Hotel. The number from my email (hotmail) is in xxx-xxx-xxx.

So, I am requesting them to resend me the details but no response from the hotel after multiples follow up. After 5 days, replied received from hotel with msg: Your airport pick up has confirmed and arranged. Without the contact details how shd I meet up with the hotel appointed driver during the arrival? Such a irresponsible attitude showed by the hotel mgmt.

With this kind of servicez which make customer really fed up and would be grateful if this complain can be further investigate and make improvement by the hotel mgmt. Thanks

Three days before my arrival, Agoda notified me by email that my credit card did not go through, unfortunately the email went to the junk folder plus I was on the flight from US to Taiwan. In 24 hours Agoda cancelled my reservation and this time I received the cancellation email. I called the bank to release the security block immediately and called the Agoda customer service. I was in Chinese laugage area and a Chinese speaking agent answered my call. After my explanation the agent said that she would called the hotel and she had me held on the line for about 10-15 minutes. She came back and said the hotel told her fully booked and no room was available anymore. After a few minutes unpleasant communication while she only repeated the policy, I was also told that they had no mean for me to talk to a supervisor. After we hung up the phone I decided to call the hotel myself for a try. The hotel told me that 1. My reservation is still valid per their record. 2. They still have more rooms. 3. Agoda did not call them for this matter.

My comments:
1. For serious thing like the travel reservations, Agoda did not give enough tries before they decided to cancel my reservation; especially in these days credit card companies often put security blocks for internet transactions.
2. Matter like this they should arrange a supervisor or a special team to handle. This is especially true that I found out that Agoda in fact still sold the same rooms for the same hotel same date under a much higher rate (about double).
3. Agoda' agent should never lie to me. As an international project developer, I know that lying may not considered serious unethical and can be a common practice in many parts of the world; however Agoda should not be allowing their staffs to use the lie to hopefully got away from the issues.

I am glad that I had the problem solved and will be on my way in 24 hours. Agoda could have solved the issue easily and kept me as a loyal customer. As a frequent traveler who flies over 250000 miles and stayed in hotels over 300 nights a year, I simply cannot endorse Agoda's practice to my friends, my colleagues, and the reader like you.

Upon arrival from Australia to the lodge motor inn, Edmonton AB; today on 8th August. [Booking #[protected]] As per my online booking that I made months prior to arriving, I was expecting to pay (excluding taxes- which is 9% at this hotel) $253.71USD ($321.38CAD) and when I arrived at the hotel the staff refused to accept my booking price even though I had shown them the price I had reserved. and told me that I was to pay $370.60CAD (inc tax) because this is the rate of the booking.com website which he had just looked up on his computer. I did not book through booking.com and I am aware that this is how the hotels receive agoda bookings but I did not use this website and did not book this room for the amount of money I was charged. After this hotel charged me the overpriced rate I discovered that the hotel had taken $381.54CAD from my account not the already over priced $370.60CAD. I am extremely disappointed in both the websites booking communications and this individuals hotels handling capability.

Good morning,

I would like to fill a formal complaint about having paid for double room at Hotel Dolomit in Munich (Goethestreet 11, Hauptbahnhof, Munich, Germany 80336 ) and having received a single room (with a single bed).

We had to sleep two adults in a single bed, which has caused us tremendous discomfort. We tried to resolve it with the Hotel, but they were very unhelpful stating simply that they had ran out of double rooms. They offered us free breakfast which was in no way a suitable compensation for the discomfort we were put through. I therefore request that I be compensated in full for this booking.

The room was booked for the 22nd of July, and this is the booking ID: [protected].

Regards,
Cristina

I am writing to you because three of my hotel reservations in Japan were canceled without my knowledge. My family and I made reservations with your company for 2 rooms/5 nights on July 18-23, 2017 at the Hotel Granvia Kyoto and was informed by the receptionist that our reservations were canceled. We tried to notify your company but was left with a recording and wanted a call back from you although no one called. We were charged double the amount for the rooms. Later, we found out that our reservations at Hotel Granvia Osaka on July 23, 2017 and the Edo Sakura on July 24-27, 2017 was also canceled without our knowledge. I've reserved hotel rooms with other companies and I never had this problem before.

I would like you to honor your guarantee for the price at the Hotel Granvia Kyoto of $1325.98 for the 2 rooms/ 5 nights and refund me the difference of what I had to pay of $1, 437.18 ($2, 763.16 - $1325.98 = $1437.18). Please see the attached receipts/booking form.

Please feel free to call me at [protected] or my husband James at [protected]. I'm looking forward to hearing from you.

Sincerely,
Jill Carvalho ([protected]@hawaii.rr.com)

I made a reservation fbtw 24/07 & 26/07 for 2 nights to Sloane Square Hotel in London on 21/07 .I got confirmation for res ID [protected] but when I arrived at the hotel on 24/07, the receptionist told me that I ve got 2 reservations [protected] & [protected] under mu name Neslihan Altunkaya.Since both of these reservations are prepaid, the receptionist couldn t fund it back.Pls kindly refund the additional reservation [protected] which is 1.909, 64 TL to my credit card.

Thank you
Neslihan Altunkaya
[protected]@szr.com.tr
[protected]

I want to complain about getting back my remaining money. Where I booked on sanam hotel booking number:[protected] from 18th July2017 to 31st July2017, but for health reasons I asked to change my booking to 26th-July2017.
But the hotel rejected to return my remaining money which I paid to the period from 27th-July-2017 to 31st-July-2017, Under the pretext that their policies are not allowed to return the money to the customer which are not fare.

Hi my booking number is [protected] it was paid in full as $169.43. When I checking in on 18 July I was asked for my credit card and that it was for a $10 fee. I got home and found that they have debited my card for $84.03 on 20 July. I left the room in perfect condition. Can you contact the Hawaiian Monarch hotel and have this amount returned to my credit card urgently please?. Can you reply to [protected]@Yahoo.com.au. Thank you Glenda Spencer Burridge

Never use Agoda, never! When you booked a room, Agoda will ask you to send photo of your credit card and ID. These are very sensitive information that nobody should give to any online merchant. This is wrong, dangerous and should be ignored by all Agoda user. Use other online merchant such as Traveloka or any other that have "verified by Visa" and "MasterCard securecode" capabilities. Once again, never use Agoda.

the Agoda website advertise "pay at the hotel", we choose the higher rate for pay at hotel. then found out we've charged 4 months before we arrived the hotel. When I question who authorise the charge on my credit card, they reply there was an error, but nothing they can do about it... Can you trust to leave your credit card details with such a website?!?! This put a very stressful financial situation on us before we are heading to the holiday :(