Agoda
Reviews and Complaints

full payment but no room on arrival
Upon arrival at our hotel Puri kecana in surabaya, despite full pre-payment, there was no booking to be had.
A complete mismanagement of our booking by Agoda.com, no of confirmation [protected] . Despite several attempts to contact them over the past week [ promise on web page is within 24 hours]. We have not yet been told why.
We have requested a full refund of our monies, plus compensation as it was 12 pm at night in surabaya Indonesia, foreign language barrier to boot. Both are pensioners and were a little perturbed, to say the least.
We think from reading these other complaints against this company that we are not going to obtain our refund. We have so far paid twice for our short weekend in Surabaya, which as pensioners we can ill afford to do, in the sum of Rp 2, 000, 000. Not an amount that
one can easily afford to chuck down the drain to some unscrupulous company on the internet, pretending to make bookings, they should be removed. Fraud is the word and there are Police forces that will take up this matter, how do they get away with it?

Upon arrival at our hotel in Paris, despite full pre-payment, there was no booking to be had.
A complete mismanagement of our booking by Agoda.com. Despite several attempts to contact them over the past week [ promise on web page is within 24 hours]. We have not yet been told why.
We have requested a full refund of our monies, plus compensation as it was 9pm at night in Paris, foreign language barrier to boot. Both are pensioners and were a little perturbed, to say the least.
We think from reading these other complaints against this company that we are not going to obtain our refund. We have so far paid twice for our short weekend in Paris, which as pensioners we can ill afford to do, in the sum of $547.47 USD. Not an amount that
one can easily afford to chuck down the drain to some unscrupulous company on the internet, pretending to make bookings, they should be removed. Fraud is the word and there are Police forces that will take up this matter, how do they get away with it?

I booked two rooms at Bridal Tea House Kowloon Hotel for two days on 22/02/2012 through Agoda.My booking reference was #[protected].Due to flood condition in Fiji I could go to Fiji and as a result I cancelled my booking on 03/04/2012.After cancellation Agoda confirmed that my balance money, after deducting applicable charges, would be returned in 10 days.I received the email from Agoda customer support on 03/04/2012.After 10 days as I did not received my refund I contacted Agoda but informed me refund cannot be done in my booking.I then requested for re-booking.That also turned downed.I booked the hotel trusting Agoda policy not the hotel policy.Hence please help me to re-book the hotel or to get my refund.

I have been using Agoda for several years. I also use Travelocity, Orbitz and several other sites. I made a reservation today for a six-day stay at a hotel in Manila. My trip was cancelled at the last minute and Agoda wouldn't issue a refund, claiming the fine print on my reservation said there were no refunds. I've never dealt with a site that doesn't allow travelers to cancel their reservations and receive refunds. Everyone's travel plans are subject to change, especially business travelers. I will never use Agoda again, as they have no business offering hotel reservations with a no-refund policy.

I have been electrocuted strongly under my shower the 10 June 2012 at the hotel Samran in Bangkok, booked with Agoda, transported. in emergency by ambulance at a hospital where they kept me 1 day and Half. The hotel payed of course all the expenses occured because it was their fault (electrical problem in the bath room) I was in shock and the results have been kept by the hotel. I could not read them until i claimed to the hotel who also promess to cancel near Agoda all the booking.(5 nights).This happened
the third day at 7.15 AM. I changed hotel immediatly and have been charged on my credit card for the night spend in Hospital and the first 2 nights. Agoda service custumeR in Thailand promess to assist me and until today, i dont have any answer to my complaint, but i have been reemboursed of one night only. I just want to alert people about the vital danger of the hotel Samran in bangkok, and of the lack
of any help of Agoda when i could have died..tHEY CONTINUE TO SALE THIS HOTEL . It is a pity i couldnt fight the corruption between the hospital and the hotel.
I need some advices.

I booked a room at the Mercure Maidtsone thru Agoda booking engine.
It stated Spring Sale BB 30% off offer. I coudl have booked elsewhere for cheaper without the brekkie...
Now no brekkie for the offer...probably due to an Agoda listing error, but shouldn't they nhonour it. They now say I can pay the hotel extra if I want breakfast?
below is a copy and paste from Mercures website and Agoda's

Room was for Spring sale 30% OFF BB, looking at the ON Mercure's website
http://www.mercure.com/gb/hotel-deals/hotel-special-offers.shtml
Getaways | UK spring sale!
Europe - United kingdom
The UK is waking up. Take a spring break and enjoy a British adventure at 70 UK Mercure hotels
Up to 30% off
Close this offerOffer description :
Take a spring break and enjoy a British adventure at 70 UK hotels with our bed and breakfast offer, and save up to 30% including breakfast.
from mercure website
http://www.mercure.com/gb/hotel-deals/hotel-special-offers.shtml

This is the Spring Break offer BB (BB stands for Bed & Breakfast)

Agoda's website says
Twin room - spring sale bb up to 30%

The hotel booking engines state they can get deals a with hotels to offer specials(I have been told this by hotel booking companies as well like Expedia).
The Mercure website did have this offer for other hotels but until 10th June only (one at York I tried to book directly via Mercure to make sure I got breakfst, but for some reason their booking engine did like like my credit card, although bank confirms its is fine..and Agoda found it OK).

Book it!
Limited rooms available!

ie the same discount as offered on the Mercure website, with BB (bed and breakfast)..also both called SPRING sale 30% off bed and breakfast
------------------

As you can see Mercure are offering a Bed and breakfast deal. The Agoda website calls it a BB deal, both call it spring sale, both 30% off.

So I book it although I can get cheapetr accomodation without breakfast elsewhere at the time. Agoda then sens me a hotel coucher for the Spring Sale BB 30% twin room, and I contact them to confirem it does include breakfast as the email says wothis does not include breakfats. You have to phone the UK from Australia and then get redirected to Thailand. They then try the UK (and due to time differences they cannot contact the hotel), so they then phoned me after midnight to tell they had sent an email as they couldn't contact the hotel. Thernreceived remail stating tghey are awaiting reply from hotel, but the person I spoke to said it should ionclude breakfast as it states it. Agoda said if hotel said it included breakfast, they would send me an amneded email. My reply was the same email present stating it did not include breakfast. I phoned after a few days of no reply and they contacted the hotel while I waited, then said it did ot include breakfast. So Agoda are sellingh Hotel packages they are not hornoring in order to win business and money. They have already taken the money out of my bank account.

In the meantime the offer has been removed and the girl today told me it was not on their website..so basically ...except for the copy and paste of the offer and the voucher .. apparently Agoda think they can sell anything and only homnour it if the hotel actually has the offer or still has the offer (It is sold out on the hotels website now too I think)? I asked for complaints.I was given the email address I had been contacting for days... no complaints for Agoda..a Thailand office..a UK phone no AVOID!
(Next 2 hotels booked with Expedia, Australian phone no, just as good deals, even help you book it-instant confirmation!)

I booked on-line via Expedia.com an Expedia Unpublished Rate and when I clicked "BOOK", after giving all the pertinent info, I did not get a response to indicate "order processing" nor did it show a page outlining the itinerary. So I assumed it didn't go through. Later I found a confirmation on my email which made it very confusing since I have re-booked same dates same person through Expedia.ca. I immediately called Expedia.ca about it and the customer service rep indicated that since the Expedia.com reservation is a little more expensive (due to exchange rate) he would talk to Expedia.com rep to cancel it. He asked me to hold, which I did for over 30 minutes, only to be told that both reservations went through ok and their policy was no cancellation or refund.
I told him it was the glitch in their computer that made me re-book. He blamed me for re-booking quickly instead of waiting for a few hours or even a day to re-book. Now who in her sane mind would book for same 2 nights, same hotel under the same person's name if it didn't appear like a computer glitch. And this is not the first on-line booking I made when the first attempt didn't go through properly. I have booked with Expedia before and never had this problem. Why would I suspect that the first booking went through when there was no confirmation during the transaction, i.e. before I closed the window. (On one occasion I booked with one of their competitors and made a mistake on the reservation date. I phoned them and admitted my mistake which they rectified right away. But Expedia did not seem to have the same concern for me as a customer.) Needless to say, I will never book EXPEDIA again.

I booked a hotel (Anand palace in darjeeling) through agoda and got the confirmation also (Reservation no [protected]). At the time of checking-in I was shocked to know that the booking didn't exist and the hotel was full! I had contacted the customer service center of agoda (+[protected]) and after spending 2-3 hours (And significant money!) on various calls, agoda accepted their mistake. Thereafter, I was offered an alternative accommodation, which I didn't find comparable with anand palace. Agoda didn't agree to allow me to find out any other hotel on their expense! Finally, agoda agreed to refund me the booking amount while an alternative accommodation was provided by them. I am still waiting for the refund. Overall, it was a horrifying experience!
As I understand, the problem happened because agoda's india agent puneet didn't have a proper agreement with anand palace hotel, and didn't have the latest inventory! Also, in the absence of the inventory, he didn't even have the process of getting a confirmation from the hotel after receiving the reservation request! Agoda needs to review and evaluate their local partners, and their processes.
For any details, you can call me at +91 [protected] or on the email.

Please boycott agoda. They are not trustworthy of your business. They take your money and won't answer your requests for refunds. They will force you to cancel and pay a $15 cancellation fee.

I booked the piumuth b&b in rome through agoda and posted a message to the owner of the b&b through the agoda site at the time of making my reservation asking if they could accommodate storing our 2 bicycles during our stay.

The agoda site charged the full booking amount to my visa for the reservation. Then the piumith b&b contacted me by email advising they could not accept us because they had no room to store our bikes.

The agoda site charges 15 euros for cancelling a booking. I don't think i should have to pay a cancellation fee when the piumith b&b is the one who can't accommodate the booking. The piumith b&b wouldn't do anything to help me. They told me to contact agoda.

I contacted agoda multiple times (Over 20 messages!) on their online support request by email (Http://www.Agoda.com/info/contact_agoda.Html) site. They never responded to any of my requests. They don't have any email address posted for support. I also tried emailing them at the only email address i could find for them, an email address for answering best price guaranteed requests [protected]@agodal.com, but they still refuse to reply to me.

Please boycott agoda. They are not trustworthy of your business. They take your money and won't answer your requests for refunds. They will force you to cancel and pay a $15 cancellation fee.

Worst internet e-commerce company i've ever dealt with - don't give them your business! Vote with your feet and wallet.

I booked a hotel in Beijing with Agoda a month ago. I went there with Agoda's voucher and the hotel told me they were fully booked and they never got any information from Agoda. I sent a mail to Agoda on the spot to get in touch with the hotel. I later sent a mail to complain about it and they sent me a so-called automatic no-reply answer. I had to sleep in another hotel and wanted Agoda to refund the amount paid for nothing. I wonder why they don't answer. Is Agoda a scam that was cheating me?

Dear All,

It is to bring to your kind notice that please use Agoda.com at your own risk to book Hotels in India. They don't have any proper local representation in India and your are not sure whether you will get the Hotel room you booked for or even the money refunded in later phases. All left with you is long email chains with answers that "NO Refund" because hotel have provided with alternative rooms in other hotels, which is never true. As they don't have proper local representative Hotels keeps on making fake claims and keep on extracting money from the customers. The best example of these types of Hotels are Hotel Western Queen and Hotel Dhaka International in Delhi

It's not just in India, even in countries where Agoda ha close proximity like Malyasia. The hotels in these countries also don't honor the payments receipt of Agoda in proper sense. On my recent visit to Langkawi, the Hotel Best Star resort had specifically asked for alternative credit card details in the case Agoda don't pay to them.

If that is the kind of business Agoda is doing, I suggest they should stop doing the business. With these incidences, eventually I have stopped using Agoda, in spite either I have started to book Hotels directly or through Booking.com. Of-course, reliability of Booking.com is much-much higher and incomparable with Agoda.

This is my humble request, atleast not to use Agoda in India, if you don't want to spend horrible nights on non-availability of rooms on the day of your arrival. Ofcourse, more to add to is the rude behaviors of hotel staff which they have linked too and in furtherance, the false claims of the Hotels and Agoda itself that they had arranged for alternative Hotels.

STILL IF YOU WANT TO USE...GO AHEAD...THE RISK IS ALL YOURS!

I had the similar experience. I booked through Agoda using my Bank of America debit card to get a hotel in Shanghai, China. Upon check out, I paid cash to the hotel but when I returned to the states, I found out my debit card has been charged. So I had a Chinese friend of mine to speak with the hotel, and they said that they have received cash from me so trying to figure out a way to refund via the booking company -- Agoda. And I had Bank of America Dispute Resolution Services handle the case. But, after 2 months, I received a letter from BofA saying there's no error so they closed the claim. Then, I looked at the voucher Agoda sent to BofA (sent by BofA along with their letter of conclusion) It's just a reservation confirmation letter so it's not a receipt that I signed on. The truth is when I paid cash to the hotel, I received a receipt from the clerk but I threw it away. And Agoda is presenting to BofA a confirmation voucher -- what does that mean? Nothing. There's no my signature on it. I had another Chinese friend of mine to speak to the hotel. They said the same thing - they have received cash from me and spoke with Agoda about the issue so I should have received my money back. Anyway, I'm still in the process of resolution. Am thinking about complaining to Priceline.com directly if this doesn't get resolved. Priceline bought Agoda and they should be aware of Agoda's scheme.

Terrible service, located in Thailand but they have a UK number, must be a virtual number. Never refunded a canceled booking which was legit in San Diego. When you try to call them to fix the problem, you have to enter your confirmation booking number. The system is smart to figure out if it's a future or past booking. If it's a past booking and you need to fix a problem, like your bill, they won't connect you. If it's a future booking, they'll talk to you over the phone and promise refunds but never do. Hate them.

AGODA.COM is cheating money from the people by posing as a Travel Booking site. I booked a hotel in kodaikanal for Rs. 1400 INR through this site. On calling the hotel for confirmation, I came to know that the hotel booking was not made and Agoda.com does not pay them the money for the bookings, so they do not accept any bookings made through it.

I want to take action against this company site as it is a Fraud company. No complete contact details are mentioned on the site. Only few details are given like below:
Agoda Support Center
999/9 Rama I Road,
The Offices at Central World
27th Floor, Patumwan, Bangkok
10330 Thailand

Hi, agoda,

When im booked my room from my agoda, it says, "pembatalan gratis untuk banyak kamar agoda, jadi jangan khawatir jika rencana anda berubah."

So, i checking for the best rooms for my trip, so i know if my plan change, i can canceled the booking. but unfortunatelly when im cancel my booked, my money wont return, but it already charge on my visa.. please agoda, dont make customer disappointed for the offer from agoda website. i lost my money for that promotion...

And yes, my money has been lost!

Regards,
Your disappointed customer

Dear Sir,
I have made a booking by agoda .com my booking ID no is [protected] dated march 3rd 2o12.
We have paid $ 150.12 via credit card, booking was confirmed and receipt was send to me.
When I reached to hotel on 19th march it was shocked to see that your company has not made any booking.
I was trying your customer care many times but did not got any solution. I was compelled to stay with lower category room
by paying hefty amount $300.

Now you suggest me what to do, will you take up the matter with top management to resolve the issue. And please make sure
This kind of miss happening should not happen with any customer at night, really I suffered a lot.
jaipal singh

I made a booking for 1 room and received a notice that they booked me for 2. Then I tried to go on the website and before I know it, they cancelled both and charged me. I hate them! Pls can you ask them to call me +[protected].

I booked a hotel through Agoda's website. Upon checking in, I realized that the hotel (which was not really a hotel but a love motel) was a completely smoking facility. As the purpose of my stay was to have nasal surgery, I asked the hotel if there were any non-smoking floors, etc. I was told that there weren't any in that hotel and checked out 20 minutes later after speaking with the hotel staff and being assured that my reservation would be taken care of. After not receiving any email confirmation of my cancellation from Agoda, I contacted customer service through their portal (mistake number one as they never respond to inquiries sent via portal even though they say they will "usually" respond within 24 hours). After getting no response, I contacted Agoda directly and spoke with a representative who told me that I would be charged for one night stay. I argued with this decision as I felt that the hotel (and Agoda) should have provided accuarate information on their page about regarding smoking/non-smoking rooms (I feel this information should be basic knowledge). I received no response even after more repeated attempts to contact customer service. I have also not received my refund minus the first night's stay. I can't believe Agoda is part of a reputable company like Priceline. I am apalled by their lack of even the most basic customer service skills and can't believe a shoddy excuse for a company like this has not been shut down yet.

We booked a hotel - over New Year on Boracay - in August 2011 for two adults and a small kid. After booking we received a voucher.

Right before the departure we asked the hotel to organize a pick-up from the airport. The hotel had never heard about us and it was fully booked. The customer service phone at agoda only stated that nobody was accessible and all mailboxes were full. The hotel staff finally helped us and found a room for the night. Comparable to the hotel booked it was in terrible conditions and nearly a danger for our small kid.

The next day we found a representative of agoda on the island but he was not able to find a room for us for the duration of the stay. He only explained that the hotel has made a fault and that neither he or agoda is responsible for anything.
We had to rebook our flights home 8 days earlier than expected and had lots of additional costs. Agoda almost completely ruined our whole vacation.

Now, Agoda is not willing to refund the full amount of money. The customer service ignored all questions regarding a compensation for our losses even though we gave them all necessary documents. There is nobody you can directly speak with.

Never use agoda!