Agoda
Reviews and Complaints

I booked a hotel in Ravis, Kollam, India for 3 days stay with booking ID-[protected] on 19th August .When I started booking on the website, initially there was included breakfast and cancellation policy-allowing us to cancel the booking before 3 days. But I have received confirmation without these facilities.
when i called the customer care, they suggested that we be allowed to cancel the booking and make another one .After two days no reply then I called them back they said it cant be cancelled . Our experience with your contact centre staff was disappointing to say the lest.
I am deeply disappointed with the way the whole case was handled and there has been very little sincerity from Agoda's end about the distress we faced .
it still not resolved

Booking ID [protected]. Through Agoda.com we booked two rooms for two nights from 13th August to 15th August, 2016, in Grand Living Place, Bangkok.
As per schedule we checked in Rooms No.809 n 811 on 13th afternoon.

Around 1.30 AM on 14th August, while we were in our deep sleep, on the instructions of Property Marketing Manager, they banged our doors and forced us to leave our rooms.

All this humiliating and highly insulting drama happened due to mismanagement and highly unprofessional actions of Agoda.com. Agoda.com sent us a e mail on 14th Aug. saying our booking has been cancelled due to NO SHOW. We have a recorded and other documentary proves of this whole painful drama.

Can anyone tell us the more appropriate authorities whom we can involve and make Agoda as well as the Property pay for this?

As per the website of agoda i have a cancelled booking no.[protected] dated aug.6, 2016 but i only encoded my booking and card number once on booking number [protected] on the same date aug.6, 2016. When i inquire my statement of account it seems that agoda charge my account on both bookings. I email almost ten times on your website but no reply and no instruction on what to do in order for me to refund the cancelled booking. I need you reply as soon as possible

I just called (July 31, 2016 19:14) Bangkok office regard my booking.
After spending 40 minutes waiting to speak to an agent, a guy name Jonathan was very unhelpful and rude so I asked to speak to another available agent but he refuse to transfer the line and said that I should call again if I really want to speak to someone else.
I was not happy with the way he handle my request and he refuse to provide his full name claiming that the place where he come from they don't have family name.
Now how would you rate the service provided by Agoda agent?

When I tried to book hotel the coast on 27 june while logged in, I had to log in again. However the login failed and my account wad locked. I completed the form manually and was given the understanding that booking was successful and an email from agoda confirmed that but also mentioned that payment would be collected by the hotel. Booking id is [protected]. When I checked in at about 4pm, I was charged an additional 4% for credit transaction.

The weather was hot and there was no power. The hotel reluctantly switched on their generator. The generator was turned off later. At that point, I used agoda site to lodge a complaint.

Power was out again this morning. I could not charge my electronic devices or use the heater for shower. At 10am past, there was no response from agoda. I talked to hotel owner to get their generator running under a veiled threat of checkout and claim for unused time.

I can't help feeling that agoda is not providing service at reasonable speed.

You might want to know that I can no longer log in to my agoda account, I am using google. To be blunt about it, I am not sure if it is still worthwhile keeping agoda app on my phone or bookmark on my pcs.

Thank you for reading.

Dear Agoda,

I am writing in because I am deeply disappointed with your service and your platform.

I had confirmed my booking at Bond Street Station Serviced Apartment with your company and had even asked Agoda to help me to confirm the check in time of 2pm. However, when I got to the apartment, nobody was there to receive me. In addition, I had to call up the owner more than 6 times over a period of 1 hour before he picked up the phone, only to hear him tell me that there is no such booking. I called up Agoda thereafter and was promised that you would help me to find an alternative accomodation, but nobody got back, and instead, I get this simple email to tell me that my booking has been cancelled.

I am deeply disappointed because I am on holiday with my family, and I've 2 aged parents with me. We had to frantically find internet connection to make another hotel booking via Agoda, and then to move to the new location in a place that is foreign to us.

This is not the first disappointing experience with Agoda. Prior to booking Bond Street Station Serviced Apartment, we had booked Kings Cross Guesthouse (Booking ID [protected]) and Agoda could not confirm with us the check in time despite repeated calls, because you were unable to contact the owner. When we suggested that we be allowed to cancel the booking and make another one, Agoda refused. Our experience with your contact centre staff was disappointing to say the lest, and it was until a very good staff at your Singapore contact centre, Josephine, took our case, that we were able to get the cancellation and re-book another accomodation.

I am deeply disappointed with the way the whole case was handled and there has been very little sincerity from Agoda's end about the distress we faced waiting at Bond Street Station Serviced Apartment, only to be told that there is no such booking. This morning when my girlfriend called up your SIngapore contact centre and spoke to one of your male staff, he was very rude, and told her that in fact Agoda is already doing us a favour by giving us a full refund on the Bond Street Serviced Apartment booking. Surely this is the norm for most reputable organisations for not honouring what already was a confirmed booking?

Thank you.

Rgds,
Yurai Kim
15 June 2016

This is not the first time that I have booked hotels through "agoda".
I have considered shifting my preferences elsewhere after this bad experience. As a service provider, you should know that "a small leak will sink a great ship".

This bad experience happened to be on 29th may 2016,
Under booking id : [protected] @ malaysia

I was supposed to attend a wedding dinner at kl on yesterday. Unfortunately, my parent wasn't feeling well which inevitably led me no choice but an absence from the wedding dinner. At that time, the hotel had already booked and it was such a waste to left it unoccupied. Therefore, I decided to call up my cousin and offered him the "free room".

I had called agoda customer service centre to request for changed of client name and payment charged on my credit card before check-in. With no doubt and I managed to receive an email from agoda within 10 minutes of time. The contents of the email stated as below:

01) the alteration of client name has proceeded
02) regarding your request to charge your credit card before check-in, please be informed that we can not contact the hotel by phone to pass your request to them. An email request has been sent to them and we will inform you once the hotel replies to us.

The funny thing was, I managed to speak to the hotel staff (Mr saidul) and its boss (Mr amizudin) to clarify the above issues. I did even forward the email which I received from agoda to them for their references. As you know, it would be such a shame to ask your own relatives to foot the bill for the "free room".

While I thought issues had resolved and just began to sleep, I received a call from my cousin at midnight and was told that they needed to make payment for the hotel room.

It was really pissed-off. My humble question to "agoda", why there wasn't any follow-up on this matter and till to-date I have yet to receive any confirmation or feedback from your respective company regarding on the payment issue? If "prompt" follow-up was exercised, I still have time to inform my cousin to make arrangement or alteration.

In a nutshell, I really hope that your respective company could work out a better solution on it.

Regards,
Ace

I've fully paid my booking with your agoda before I set off to my trip in New York.

And lo behold when I found out that we had to top up another additional mandatory US$15++ for every night we stayed here when we checked in at Raddisson at New York. That adds up to US$68 ++ on top of that hefty amount we already have to pay for 4 nights!

This is completely dishonest of agoda and the fees should have been all added up on the website for a fair comparison with other hotels! Had I known that there are all these invisible costs to this hotel I would not have picked it!

And as a site for hotels booking, you should ensure that hoteliers release the most accurate fees with no hidden costs so that you are fair to your customers.

Very disappointed with agoda and the last time I'll book with them

we booked hotel at trichy in Hotel Ramya's in william road, but while check out we were charged more than wt was approved through agoda.com. we were given booking confirmation number for the hotel booking. my booking id is : [protected]. this is such a cheat and a company better can shut down than giving false promises to customer. this s such a bad experience. nobody should ever book through AGODA. i have paid more than, what i was actually told by agoda. this is not a good business ethics. Stop with all your false advertisement and shut down the website.

On wednesday 10th feb after a long transport flight from australia an d having booked with agoda for the first time when I arrived at the president solitaire hotel the young lady on reception told me that there was no room available. When I produced the hotel voucher she said that there was an alternate hotel on soi 24[ president solitaire is on soi 11] and I would have to get a cab this far. I asked to see a manager as this was unacceptable customer service. She said that she was the highest person on site
I have previously used wotif for all my bookings and this was my first experience with agoda which was unsatisfactory

I was double charged on debit card for booking [protected] by Agoda. I contacted Cust service with copy of bank account clearly showing a double charge on same day. Cust service replied they could not find double charge on their record. They demanded the authorization # for each charge. This is 3rd world bank and it has been a nightmare trying to get this # when it is Agoda that made the mistake. They can clearly see on my record Agoda was paid twice. I told them this was their mistake so they can fix it, but they don't care. Do not use a debit card with Agoda. Had I used a credit card I would just dispute the bill with AX or Visa and that would be the end of it.

I booked the grand copthorne hotel in singapore for a 3 night stay from feb 5th. Advertised as a 5 star hotel but there is no way it is a 5 star hotel. There is mould around the very dated bath suite and on the very old shower curtain! I have pics if you want to see them, but take my word, it's not 5 stars. The room was like a 2 or 3 star cheap overnight business motel. Even the hotel itself describes itself as 4 stars, which it may well be after the extensive refurb work is finished. We tried to get moved but were told there were no available rooms. I wouldn't care too much but to be honest, as we were out most of the time, but i would 100% have booked somewhere else if i knew what it was going to be like. Its even not at the location advertised. As soon as i stepped from the airport in to a taxi, gave the driver the agoda printout, and the driver said "it's not the right address" i started to get concerned. Very badly let down by agoda and will never book with them again. I had a similar problem before with booking.com and didn't realise they were part of the same group, but i have never used them again since, same with agoda now.

I booked a room to stay at through their website, and it was completely misleading and the images and description provided was absolutely false advertising. There was nothing but issues with this resort, and Agoda should be held responsible for the way they represent this resort.

Everyone who's posted other reviews must've stayed in the over water (pool) villas because my experience did not match theirs.
On arrival I questioned the possibility of a room upgrade as I had a bit of spare money after my stay in Phuket and was told no with no further comment. Very disappointing to begin with.
However, the views are incredible. Despite the derelict abandoned building to right of the resort they cannot be faulted. But don't let this fool you, we stayed in a deluxe jacuzzi room and there was nothing deluxe about it. The jacuzzi is on the balcony, the paint work and upkeep is basically non existent. Everything is old and musty including curtains and interior woodwork. Half of the TV channels didn't work and although our purpose was to spend most of our time outside of our hotel room, sometimes you just need a time out with a possible movie or catch up TV - impossible. The bathrooms are old which also matches the conditions of the interior furniture. The mattress was okay, however my pillow was lumpy and when I requested a new one I was told they are all exactly the same.
The buffet breakfast was average and certainly could've been improved.
Now, as for the hotel facilities - the 'infinity' pool is revolting. Completely dirty and murky. The one day which I swam in it - came back to our room immediately to shower and still didn't feel clean.
And as for the WiFi which was vitally important for work purposes let alone keeping in touch with family, was absolutely terrible - it barely reached our room - we had to sit in certain areas for it to reach, constantly dropped out and made us sign back in, and didn't reach to the pool area or dining rooms/restaurant. Spent a bit of time connecting at other restaurants when we went out for meals trying to catch up on important matters.
As we stayed in the hotel, and not the villas, I would hope anyone paying for one of those had much better facilities and service but not in a million years would I return here, not even for free.
The location is okay, can easily walk through any of the opposing hotels to walk along the beach or its a 10-15 minute walk into the hustle and bustle of the market streets.
I don't have much to comment on the staff, not many spoke English well, and I guess I was too disappointed with my stay to bother speaking to any of them.
Unfortunately sorely disappointed with my experience.

January: I reserved a hotel for three days for 7-10 Feb, with the charge going to my card on 2 Feb.

2 Feb: I receive an email saying that the charge could not go through, and I need to resubmit the payment.

The link sent to me did not work properly, I could not submit the new payment without the page reloading.

I sent an email to support explaining this (still 2 Feb).

3 Feb: I receive an email saying my reservation is cancelled because I my card was not able to be charged.

I called customer service, and they insisted I received this declined card email on 3 Jan when I made the reservation.

I ended up rebooking with another website. Rebooking with Agoda would have cost me 10% more because the time is closer to the reservation date.

Bottom line: DO NOT CHOOSE "PAY ON LATER DATE." I had less than three hours to resolve issue, which I didn't know I had.

We stayed for 2 nights 25/26 January 2016, based on Agoda reviews, these reviews and the hotels listing on the Agoda site are completely misleading.
The first point is the location is listed as “City Centre” this is a long way from the truth, in fact the hotel is 3 km from the centre of the city down a maze of tiny roads and tracks, the last 150 metres being a dirt track.

We were shown to our “Deluxe Lake View Room” The room was tiny and the only way to see the lake was to lie on the floor as the pitched roof forced the window to be at floor level. There was no table for the kettle, which lived on the floor and coffee cups were perched on a tiny table that rocked and rattled whenever anyone moved. The wardrobe door was broken and rattled when moving about the room, not a single coat hanger was to be found, I asked the staff for some hangers, two hangers were produced. The room description mentioned a desk and seating none of which were in the room. As a desk is a must have for me I asked the staff and after a bit of effort we got a small desk moved into the room. The bathroom was very small and worryingly had several sticks of strong smelling incense burning. There was no towel rack, no toiletries, no hair dryer or any form of exhaust fan.

We decided to take a look around town and were away for several hours. Upon return we entered our room and were hit with the smell of sewage, it was completely overpowering, there was noway we could sleep in this room and made our disappointment clear to the manager, he was polite but clearly knew of the problem and without hesitation offered to move us into another room.

We were moved into the “Deluxe Lake View Room” which in reality has a view of the towns power station. Again there was no desk, toiletries, towel rack, coat hangers, kettle or hair dryer. After asking they were moved from our old room. You might think I am being pedantic but all these items, including several others are mentioned in the room description. Other items listed but not provided are, bathrobes, daily news paper, drinking water and Internet to all rooms. There is no Internet available on the four lower floors. The room was better so we settled in for the night. The room offered a large sliding door opening onto a small balcony as the room got stuffy in the night I tried to open the door to let some air in but it would not budge. We spent a restless night as there is no fan or air-con. In the morning I asked the manager if he could help me with the door and I was told it was broken and could not be opened. I explained due to the warm weather the room was uncomfortable and needed fresh air, he and another guy grudgingly forced the door open. It was clear that the rollers at the bottom of the door had collapsed, a simple thing to fix but it was clear this was not going to happen.

This place was the worst experience of 3 month holiday, we are coming to the end of our holiday and thought we might lash out a bit on a more expensive hotel. We normally stay in $35 to $50 hotels, this place at more than twice our normal budget, never again!

I booked with agoda and decided to cancel. (Booking id [protected]) they're website says free cancellations! This is false advertising. There are no free cancellations. The hotel i booked is not safe. I called customer service for a full refund and i keep getting the run around. The agoda representative says they called the hotel and the hotel can't find my reservation or that agoda needs to send a cancellation request to the hotel so that the hotel can approve my cancellation! That sounds like bull to me. Just cancel my reservation and refund me my money.

I am the regular customer... At the time of booking meal informations are not available any where, after payments done it appears that meals not included agoda booking id...[protected], hotel booking in dubai. Subramani jayasekar kuwait 00965 [protected] [protected]

Dear Sir, With reference to my booking confirmation ID [protected] at Agoda I hereby wish to share that the Hotel King Park Avenue, Agra details provided at Agoda are false. I had done an online booking with Hotel King Park Avenue, Agra for a day through your website-Agoda.com and did the complete online payment on 14th of January. However, when we reached the Hotel midnight with family (wife and kid), our booking was not reflecting in their database. We showed him our confirmed voucher and booking confirmation ID, but, the hotel did not accept the booking and denied straight forward. Strangely he said that he did not knew anything about Agoda.com

On [protected] Agoda double booked us in a hotel in Sri Lanka, Nuwara Eliya, Villa Acacia, and we had no room because of their double booking. The whole town is fully booked! Their response to my email explaining the situation and requesting a refund of my money - $117 - was that I didn't cancel the booking 7 days in advance! We got some help from local hotel, they sent us to another hotel, Lake View which is NO WAY NEAR teh same level. Pretty misreable. I demand a full refund and compensation for our ruined evening. You have caused

I booked (book now pay later option) two rooms with Agoda at Naam Boutique Lodge Port Dickson for the 3.01.2016 till 6.01.2016. Agoda's email was sent on 31.12.2015, at 22.43; " With reference to your Booking ID [protected] as detailed below: Hotel: Naam Boutique Lodge Room Type: Queen City/Country: Port Dickson/Malaysia Arrival: January 3, 2016 Departure: January 6, 2016 We are unable to charge your card. For compliance reasons, we do not keep your credit card details on file. In order for us to charge your card you should either: Contact your bank to allow payment before providing the original card details OR Provide details of a new card." Agoda sent a second email at 01.06, on 1.01.2016. 2 hours 23 mins after the first email, on New Year's celebrations: "As a follow up to our earlier mail, we were unable to charge your card. We had asked you to provide a new credit card so we could proceed in finalizing your reservation. Because we have not heard from you, we are cancelling this booking because we are unable to charge a valid credit card." Question: How can Agoda expects me or any other customer for that matter, to revert to them within 2 hours 23 mins on New Year's Eve (?!?) and in the wee-wee early morning hours?!? I only saw my emails later in the day & called Agoda immediately. A lady Ms Tara or Sara said she could not understand why she could not register with my credit card, she asked me for another credit card, which I gave from another bank, but still in vain & unsuccessful. She said she will call the hotel to ask for the rooms & book them for me. I was to hold the line & she will get back to me. After a very long wait, she got back & said it was booked & that I have to pay at the hotel. If I knew I was to pay at the hotel, I could have called the hotel myself. Agoda should pay for this telephone calls since there is nothing wrong with my credit cards. I have been using them for years & there was never a problem with them until with Agoda now. On 2.01.2016, I had to cancel a room as my mum fell sick. I called Agoda & a gentleman Mr Joy, asked me why & helped me cancelled a room without charges. I am thankful for that. I would not have cancelled it, if it wasn't neccessary. A few minutes later, I got an email from Ms Ordelie Mbemba saying: "Thank you for choosing Booking.com. As you requested, we’ve cancelled the second room of your reservation [protected] at Naam Boutique Lodge. An instant confirmation of this cancellation has been sent to your email address. There are no fees associated with this request. We do apologize for the mistake we did by cancelling both rooms. We reinstate the first room at the same rate. Please feel free to get in touch if you have any questions or concerns. We look forward to having the opportunity of serving you in the near future. Kind regards, Ordelie Mbemba Booking.com Customer Service Team" First, I never chose Booking.com but Agoda! Second, when I got to Naam Boutique Lodge at check-in time 15.00, the receptionist said Agoda had cancelled both rooms & no rooms "re-instated"! I showed her the email from Ms Ordelie Mbemba, from Booking.com. She said she doesn't want to see the email nor it is invalid, as she did not receive any emails from Agoda or from this Ms Ordelia Mbemba from Booking.com on her computer to reinstate a room! I was left stranded. Agoda has been dealing with this business for years, surely, they know how to handle such situations & not give false information to customers. At the end, customers like me are left stranded & nobody takes any responsiblities for anything. Secondly, instead of letting customers wait for long on the line, Agoda should return customers' calls. Extending a discount of 5% for customers' for their next bookings is not a good offer, as disappointed customers like me, will not book with Agoda again. Thank you Yours sincerely, Wan Rohana Ibrahim