Agoda Customer Service Issues

Dear Agoda / Lemon Tree, I kindly request the cancellation of my booking and a refund of the paid amount. I have been attempting to contact you for the past three days without success due to incorrect phone numbers on your website. I had made a reservation at Lemon Tree Amarante Beach Resort in Candolim, Goa. Unfortunately, a family emergency has arisen, and I am unable to proceed with the trip. I would appreciate it if you could cancel my booking and process the refund accordingly, including any applicable cancellation fees as per your policy. Thank you and I await your prompt response.

I attempted to make a hotel reservation in Haridwar through Agoda today, on April 9, [redacted]. My bank confirmed the debit of Rs. [redacted].61 with Transaction ID [redacted]1/E and Reference number [redacted]43. However, I received a notification from Agoda stating, "we are unable to take payment for this booking. .... please select an alternative payment method." I am confused about this situation. How do I retrieve my funds from your account? This was my first experience using Agoda, and I am disappointed by this incident. I am eagerly awaiting your prompt response with a resolution for the refund. Best regards, Kuntal C.

Hello, my name is Joseph H. I had originally booked a stay at Castle Villa by the sea, but due to the Melbourne lockdown, I couldn't make it. The hotel offered me an alternative stay, but I couldn't make that due to work commitments. I requested to rebook for the 24th of April, [redacted], which is this Saturday. The hotel confirmed availability, but I just need a code for confirmation. Despite sending several emails, I have not received a response, causing frustration. I would appreciate a prompt reply as the date is approaching and my partner from interstate is also joining. Thank you.

I reserved a pool view king room on your website, and the full payment was charged to my credit card on March 26, [redacted]. However, upon arriving at the hotel, I was informed that my booking through Agoda via hotelbeds.com was for a standard twin room, not the pool view king room. Despite showing the hotel proof of payment, they insisted I hadn't paid, leading to extensive delays and stress at check-in. The hotel eventually checked me into the standard room, warning that if payment wasn't received by Sunday, I'd have to foot the bill before checking out. Contacting both Agoda and hotelbeds yielded no immediate resolution, and the supposed 24/7 chat service only connected me with a robotic response system. Despite multiple attempts to reach a live agent, I was unsuccessful and encountered login issues with both the app and website. The ongoing payment dispute caused significant distress throughout my stay, as I was informed of pending payment until Monday morning when it was finally resolved. The lack of effective customer service and the payment ordeal have left me extremely disappointed with Agoda. Unfortunately, my overall experience was marred by these issues, turning what was meant to be a holiday into a stressful situation.

I used AGODA, as I have before, to book a room for 4-17 to 4-18. However, the Econo Lodge I selected was not as expected. The room turned out to be unpleasant, with disturbing activities taking place. The condition was not suitable for staying, with issues like a dirty bathtub, moldy shower curtain, and gnats in the sink. After enduring the noisy environment for a few hours, I left the place out of concern for my safety and hygiene. Despite my efforts to contact the office, I couldn't reach anyone. I hope to receive a refund, though I'm unsure if that will happen. It would be beneficial if Econo Lodge could be reconsidered as a part of Choice Hotels due to the unsatisfactory conditions experienced. I worry about the safety of others, especially children, in such an environment. Sincerely, Willard A.

Subject: Change in Reservation Request Dear Customer Service, I hope this message finds you well. I am writing to inform you that my existing reservation at the Al Safwah Royale Orchid Hotel in Mecca, Saudi Arabia, with Booking ID [redacted]95, scheduled for April 29, [redacted], to April 30, [redacted], needs to be postponed by one week due to unforeseen circumstances. I have contacted the hotel directly, and they have kindly agreed to modify the booking. However, your customer service representative has informed me that this change may not be possible. I urge you to reconsider this decision and offer me the option to reschedule my stay without requesting a refund but rather a credit for a future date. Given the current global situation, I believe it is essential for your organization to exhibit understanding and flexibility towards customers facing unexpected challenges. I trust that a simple date change, especially when requested ten days in advance, should be manageable. I kindly request confirmation of the revised reservation at your earliest convenience. Your prompt attention to this matter would be greatly appreciated. Thank you for your understanding. Best regards, G. Kamhawy

Hello, I reserved a stay at the Jet Park Hotel in Rotorua from June 4th to June 7th. Unfortunately, I am unable to go due to medical reasons. I've attempted to cancel my reservation through booking.com, but they are unable to do so because the booking was made through a partner company, AGODA. Jet Park Hotel has confirmed that they are willing to provide a full refund. They have informed me that they have been in touch with AGODA, who have agreed to the refund, but I need to cancel the booking through booking.com first. Could you please assist me by contacting booking.com on my behalf to cancel the booking and arrange for the full refund? Booking confirmation Number through booking.com : [redacted][redacted]42 PIN [redacted] Your prompt attention to this matter would be greatly appreciated. Thank you, Dennis I.

Subject: Urgent Assistance Needed: Hotel Reservation Rescheduling Dear Sir/Madam, I am writing to seek your urgent assistance regarding a change to my upcoming hotel reservation at Henann Hotel in Boracay for May 4, [redacted]. Due to multiple flight cancellations, I had to opt for a 16-hour sea voyage followed by a 6-hour bus journey from Iloilo to Caticlan just to reach Boracay. Given these unforeseen circumstances, I reached out to Air Asia initially for help with rescheduling, as they booked my reservation through Agoda. However, they recently informed me they are unable to process the change. I have already sent an email to [redacted] with attached documents as proof to support my request for rescheduling. I sincerely hope for your prompt consideration and a swift response to remedy this situation. Thank you for your attention to this matter. Best regards, REJENE L.

Good evening, I am requesting a refund for my stay in Zurich between April 30th and May 3rd, [redacted], with reservation number [redacted]19 made on the Agoda platform for a total of €[redacted].88. Upon check-in at midnight on April 30th, we were unable to access the "California House" property at Asylstrasse [redacted], [redacted] Zurich, Switzerland, managed by Apartments Swiss Star AG. Despite attempts to contact the host via phone and email, we were unable to access the property with the information provided by Agoda. Assistance from Agoda and Apartments Swiss Star AG was lacking, forcing us to find alternative accommodation at midnight. Only at 10:00 am the next morning did the property provide us with access code via email. Neither Agoda nor Apartments Swiss Star AG has responded to address this serious issue so far. I am disappointed by the lack of responsibility from both Agoda and Apartments Swiss Star AG. - Maurizio Allocco.

I regret to say that booking at Welcome Hotel Dwarka turned out to be one of the worst decisions we've made. Despite warnings from a friend, we proceeded with our reservation, only to find their advice was accurate. We made a significant mistake choosing this property. Even after booking twice, both offline and online, they failed to provide the cool room we requested. The hotel's policy changed twice, yet they couldn't accommodate our simple request for a chilled room. It's unfortunate that our expectations were not met during our stay. This will be our final booking at this property. Thank you for the unsatisfactory support in this matter.

I regret to say that the booking we made at Welcome Hotel Dwarka was extremely disappointing. Despite a friend's warning, we proceeded with our reservation and soon realized their advice was accurate. Our experience with the hotel was a mistake. We had booked a cooled room twice (both offline and online), however, upon arrival, they failed to provide it. Additionally, there were two changes in the hotel policy which further complicated the situation. Unfortunately, the hotel did not meet our simple request for a chilled room, resulting in a letdown. It is with regret that I acknowledge this was our final stay at this property. I appreciate your assistance, though it was not beneficial to us.

Hello, I hope you are doing well. I am writing to request a refund or to cancel my booking at The Mini Suites-Eton Tower Makati due to being unable to check in. Regrettably, I was unaware that the hotel was being used for quarantine purposes and not open for leisure stays. Consequently, I would like to receive a refund for the booking as it was not my intention to be unable to check in; it was a decision made by the hotel management to cancel my reservation in their system. The booking ID I have is [redacted]08 and the reference ID is [redacted][redacted]52. Thank you for your understanding and assistance in this matter.

I made a reservation at Ramada Inn West Memphis for April 16-17, [redacted]. Upon arrival on the evening of April 17th, I was informed that there were no available rooms. The representative mentioned my reservation had been mistakenly booked for April 14-15, [redacted]. This miscommunication led to a situation where I arrived to attend a family funeral on April 16, [redacted], without accommodation. Since I had prepaid for my room, I am requesting a refund due to the booking error.

During our stay at the hotel, a man created a disturbance in the middle of the night by loudly banging on his room door and causing a ruckus. This behavior made us fearful for our safety as he moved in and out of his room. Despite the hotel's zero-tolerance policy for such disturbances, no staff intervened during the incident. The hotel premises were found lacking in cleanliness and safety measures, such as a gap under the door, damaged fire extinguishers, and fire hazards like an exposed light fitting. In addition, a fire door was being propped open. The lack of ventilation for a washing machine and incorrect contact information further added to our discomfort. We have documentation, including videos and images of the ordeal. A full refund is warranted due to the distress caused by the disruptive behavior and the unsafe conditions of the hotel.

I made a reservation on Agoda in April [redacted]. I tried to reschedule my booking with Astagina Resort in Bali for [redacted] due to the situation in India, but they declined to refund. Despite already receiving a refund for my flights through makemytrip, I am disappointed with Agoda's service. The hotel still refuses to refund our resort booking even after waiting for them to recover from their financial issues in [redacted]. With ongoing financial difficulties in [redacted], I kindly request a refund for my bookings with the following details: Booking ID: [redacted]61 Dates: 5 - 10 April Guests: S. Vasudevaiah, K. R. Gowda Room Type: Suite Room Booking ID: [redacted]85 Dates: 5 - 10 April Guests: S. Vasudevaiah, M. Prasanna (Child) Room Type: Deluxe Double Room with Terrace Thank you, S.[redacted]13

I need assistance canceling my booking with ID [redacted]29. I have been attempting to do so unsuccessfully for a week. Both the app and website do not allow me to cancel. Live chat, FAQs, email, and even the hostel have not been helpful. I am struggling to find a way to cancel and am in need of speaking with a customer service representative. Your support in helping me cancel this booking would be greatly appreciated.

I have already booked a stay at Holiday Inn Express Bangkok Sukhumvit 11 through Agoda for 15 nights from 22nd May to 6th June. I made a full payment of 806JD via my MasterCard due to the quarantine requirements in Thailand. However, upon trying to board my flight from Amman, Jordan to Bangkok on 21st May, I was informed that my hotel booking had been canceled. This left me feeling frustrated and disappointed as I had not even checked in yet on the 22nd of May. My booking reference is ID[redacted]87. I am now facing the loss of my flight and hotel reservation, impacting my entire trip. I urgently seek assistance from Agoda to resolve this matter. Thank you for your prompt help.

Hello there, I would like to address my upcoming reservation at Nobu Hotel City of Dreams scheduled for June 22-24, [redacted] under booking ID [redacted]00 made via Agoda. Regrettably, my partner accidentally selected the "non-refundable" option during the booking process, which was a genuine oversight on our part. The hotel has provided us with specific check-in instructions mentioning that the cancellation fee is waived as long as it's done 24 hours before our arrival. In accordance with their guidance, we reached out to the hotel, and they advised us to contact Agoda as they handle the payments. Concurrently, we have also made another reservation through Agoda for the same hotel with a free cancellation policy. Consequently, we kindly request to cancel our initial booking without incurring any charges, as per the hotel's assurance of free cancellation. Anticipating your prompt assistance on this matter.

Dear Partner, I wanted to kindly remind you to contact us via the Extranet with the virtual credit card for the Agoda booking ID [redacted]99 for the guest Abdelrahman Elmasry who has already checked out from The St. Regis Almasa Hotel in Cairo. The booking covers two rooms for a stay from May 13 to May 15, [redacted]. The total booking value is USD [redacted].20 payable by Agoda Company Pte, Ltd. The credit card details needed for charging the booking are available on the YCS Extranet. Please ensure that upon the guest's arrival, they have the booking confirmation, a credit card ending in [redacted] for identification, and a photo ID. For any questions, you can reach us at the Agoda hotline or email provided below. Best regards, Ahmed Abdel Gawad Reservation Manager The St. Regis Al Masa, Cairo Cairo Suez Road, Cairo, Egypt Mobile: +2 [redacted]9 Email: [redacted] Website: www.thestregisalmasa.com

Dear Partner, Just a friendly reminder to please contact us with the virtual credit card information via the Extranet since we have not received it yet, and the guest has already checked out. Thank you, Agoda Customer Service The St. Regis Almasa Hotel, Cairo (Property ID [redacted]) City: Cairo - Abdelrahman's stay details: Country of Residence: Egypt Check-in: 13-May-[redacted] Check-out: 15-May-[redacted] Room Type: Superior, Guest room, 1 King, Resort view, Terrace (SRPM) Booking ID: [redacted]99 Rates: May 13, [redacted] - USD [redacted].60 May 14, [redacted] - USD [redacted].60 Total: USD [redacted].20 Booked and Payable by Agoda Company Pte, Ltd. Please review complete reservation details on the YCS Extranet for required information upon arrival. Sincerely, Ahmed. Abdel Gawad Reservation Manager The St. Regis Al Masa, Cairo