Agoda Customer Service Issues

My experience at the Comfort Inn in downtown Salt Lake City was disappointing. The carpets were old, worn, and dirty upon arrival, with the room being uncomfortably hot at 82 degrees. Despite adjusting the thermostat, the temperature did not improve due to centralized control. The shower did not drain properly, causing standing water, and the sink had a slow drain. Additionally, I noticed dirt in the corners of the room. I expressed my concerns to the front desk and left a complaint, being advised to contact Agoda for further assistance. I am seeking a refund for my stay on October 21-22, [redacted], with booking number [redacted]66, for which I was charged $[redacted].51.

Dear Customer Service Team, I made a hotel booking for my mum at Salil Hotel Sukhumvit - Soi Thonglor 1 on 9 November [redacted], but I entered her email address incorrectly as [redacted] instead of [redacted] This error has led to us not receiving the booking confirmation. Could you kindly assist me by sending a booking confirmation for this reservation? Here are my mum's contact details: Ngekhong Siekmann +[redacted][redacted] [redacted] Booking Details: Accommodation: Salil Hotel Sukhumvit - Soi Thonglor 1 (AQ, 1 day Quarantine) Booking Dates: 09.11-10.11.[redacted] Payment: Visa for approximately [redacted] EUR Thank you for your help in advance. Best regards, Mono

Good morning, unfortunately, I'm having trouble with my Postepay card not being recognized despite entering the correct details. It keeps giving me an error. What will happen with these two reservations now? Reservation 1: Check-in date: November 9th, [redacted] Booking number: [redacted]63 Reference ID: [redacted]05 The reservation is confirmed but not yet paid. Reservation 2: Check-in date: November 11th, [redacted] Booking number: [redacted]11 The reservation is confirmed but not yet paid. The reservations are confirmed but payment needs to be processed to avoid cancellation. There was an issue with the payment for these bookings, and we couldn't charge your card. To prevent the cancellation, we have emailed you instructions. Please check your email with the subject "Invalid Credit Card Details for Reservation" for further details. Help.

I booked a "Junior Suite Sea View" room at the Sahara Beach Resort & Spa in Sharjah Dubai (reservation no. [redacted]47) from 31/10/[redacted] to 12/11/[redacted]. I would like to report the following issues I encountered during my stay: Upon check-in at 2:30 am, I was given a room where there were no towels ready, dirty coffee mugs, missing spoons, broken bedroom curtains, and it was evident that the cleanliness had been neglected. Due to a physical mobility issue, I explained my concerns about the shower set up in the room which was inside a bathtub (without whirlpool feature) requiring stepping up to enter, posing a risk of imbalance and falls for me. Despite my requests for a safer shower access, I was informed by the receptionist that no other rooms were available, and my concerns would be forwarded to the Manager on duty the next morning. After speaking with the Manager and expressing my list of room issues, I noticed oil or similar substance storage containers within [redacted] meters from the beach, hidden from view by a fence, not disclosed in the property's website photos. I am now reaching out to you to request either a transfer to a different hotel with a room of similar standards to what I booked OR a refund of the hotel costs so I can arrange alternative accommodations until my return to Italy. Thank you for your prompt response. Gabriele Arveda

Subject: Complaint Regarding Gyeongju Haewonjang Booking I am reaching out to express my dissatisfaction with my recent booking experience at Gyeongju Haewonjang (Booking Number [redacted]40). Upon arrival, I was appalled by the condition of the room. It was extremely dirty, which made my stay very unpleasant. The room had an excessive amount of hair on the floor and in the bed, clogged shower drains, peeling wallpaper, and dirty tables and dresser. Additionally, the bed sheets had burnt holes and bleach stains, the room had a moldy smell, and there were stains on the walls. The unorganized and dirty plugs also posed a safety concern. The actual room did not align with the pictures on the Agoda website, which were highly misleading. I have photographic evidence of the room's condition. Although I attempted to address the issue with the hotel staff, the language barrier made it challenging. I have been a loyal user of Agoda and have never encountered such a disappointing and unsanitary accommodation. I kindly request a refund for this booking. Thank you for your attention to this matter.

Good morning, I booked a stay in a Junior Suite with a sea view at the "Sahara Beach Resort & Spa" in Sharjah, United Arab Emirates from 10/31/[redacted] to 11/12/[redacted], Reservation number [redacted]47. Upon my arrival on 01/11/[redacted] at 2:30 in the morning, I was given a room that immediately raised concerns. The room was not clean, lacked towels, the bedroom window curtains were falling off, the coffee cups were dirty, there were no teaspoons, and no drinking glasses. I contacted the reception immediately to report the situation and requested a different room because the bathroom had a shower inside a non-functional whirlpool tub, which required steps to access. This was dangerous for me due to a recent foot injury. The reception said there were no other available rooms and asked for patience until the next morning. The next morning, the Manager offered solutions that did not address the shower issue. When I went to the beach, I noticed large containers about [redacted]-[redacted] meters away behind a fence, possibly for oil or similar products, not mentioned in the description or photos of the resort. I am asking AGODA to either find alternative accommodation with similar room features or refund the accommodation costs until the end of my stay on 11/12/[redacted], so I can find a suitable place myself.

We made a reservation through Agoda, but the website didn't indicate that the hotel was closed. Despite booking and completing the payment, upon arrival, we were informed that the hotel was closed. Disappointed, we couldn't stay there. I contacted the hotel a few weeks ago as they promised to investigate the issue, but I haven't received any updates. A refund would be greatly appreciated as we were unable to utilize the accommodation.

Hello, I have submitted multiple emails through the online form but have not received a response. Unfortunately, I have been unable to reach anyone by phone. I have been stuck on hold indefinitely without anyone picking up. Therefore, I am writing again to inform you that the apartment I booked from October 27th to 29th, [redacted] does not exist. The booking number is [redacted]27. I received a booking confirmation from Agoda. We arrived at the booked apartment in the evening, called the owner, only to find out that he no longer owns the apartment. He has informed Agoda multiple times that he is no longer a host. So, we were left stranded in Paris late at night with our children without accommodation. I am now expecting a response from you promptly. Above all, I expect that my credit card will not be charged. It is utterly disrespectful how you are treating customers. If you don't speak German: I have contacted Agoda multiple times via email and phone with no success. Hence, I am reiterating my issue with the apartment booking on October 27th. Upon arrival, it was discovered that the apartment no longer exists. The host sold it three years ago and is not renting it out. This miscommunication left us without a place to stay in Paris. I urgently request a response and demand that my credit card not be billed. Simone K.

Good morning, I booked a stay in a Junior Suite room with a sea view at the "Sahara Beach Resort & Spa" in Sharjah, United Arab Emirates from 10/31/[redacted] to 11/12/[redacted], Booking number [redacted]47. Upon my arrival on 11/01/[redacted] at 2:30 am, I was assigned a room that had conditions that raised immediate concerns. The room was very questionably clean, lacking towels, with the bedroom window curtains falling off the rail, dirty coffee cups and no spoons, and a lack of drinking glasses. I immediately contacted the reception to report the situation and in addition to the above, I asked if they could assign me a different room because, in the bathroom, to access the shower, located inside a non-hydro-massage bathtub, you had to climb steps. This is very dangerous for me as due to a recent fall where I fractured a foot, I have balance difficulties, and getting in and out of this tub with wet feet is very risky. The reception staff, after searching, informed me that there were no other available rooms and that they would report the situation to the Manager of the property the next morning and asked for patience for that night. The next morning, I met with the Manager who, already aware of the situation, proposed a couple of solutions, none of which resolved the shower issue. Walking on the beach, I noticed, behind a lateral fence extending to the sea, the presence of large containers at a distance of [redacted]-[redacted] meters, likely for oil or similar products, which were not indicated in the property description and photos. My request to AGODA is to evaluate if there is a possibility to find accommodation in a different property with a room that meets the same characteristics or to refund me the accommodation costs until the end of my stay (11/12/[redacted]). I will then personally search for a property that meets my needs.

Good morning, I booked a stay in a Junior Suite room with a sea view at the "Sahara Beach Resort & Spa" in Sharjah, United Arab Emirates from 10/31/[redacted] to 11/12/[redacted], Booking number [redacted]47. Upon my arrival on 11/01/[redacted] at 2:30 in the morning, I was assigned a room with conditions that immediately raised concerns. The cleanliness of the room was questionable, there were no towels, the bedroom window curtains were falling off the track, coffee cups were dirty, there were no spoons, and there were no glasses for drinks. I contacted the reception right away to report the situation and asked if they could assign me a different room because in the bathroom, to access the shower, located inside a non-hydro-massage tub, steps had to be climbed. This is very dangerous for me as I have difficulty balancing due to a recent foot fracture, and getting in and especially out of this tub with wet feet is very risky. The reception staff informed me there were no other available rooms and that they would report the situation to the Manager the next morning, asking for patience for the night. The next morning, I met with the Manager who, already aware of the situation, proposed a couple of solutions but none of them solved the shower issue. Walking towards the beach, I noticed behind a side fence extending to the sea, the presence of large containers, possibly for oil or similar products, located [redacted]-[redacted] meters away, which were not mentioned in the description or photos of the property. My request to AGODA is to consider whether it is possible to find accommodation in a different property with a room that meets the same characteristics or to refund me the accommodation costs until the end of my stay (11/12/[redacted]), and I will personally look for a property that meets my needs.

Hello, I am Riadh TOUNAKTI from FRANCE. I made a reservation through the website www.agoda.com on October 2nd for a 2-night stay at Hotel St Gervais in Geneva from October 30th to November 1st, [redacted]. My reservation ID is [redacted]71 for 2 guests in a double room with a shared bathroom. I paid [redacted].45 EUR and received a booking voucher reference [redacted][redacted]. On October 30th at 5 am (Geneva local time), I received an email from Agoda customer service ([redacted]) stating that my booking at Hotel St Gervais was not possible due to being fully booked. They offered an alternative stay at Nash Pratik Hotel at no extra cost, which I accepted by email. However, when I arrived at Hotel St Gervais, they had no record of my reservation. The same situation occurred at Nash Pratik Hotel. I was left in a difficult situation in a foreign country due to this issue. I had to find and pay for new accommodation. I am requesting a solution and a refund for my initial online reservation. Thank you.

I tried to book a hotel room at Red Doorz Premium near Greenbelt with Booking ID [redacted]29 for a double room from November 19 to 24, [redacted], for P7803. However, I had to cancel due to misleading information. Although the ads promised easy and free cancellations, I was charged a cancellation fee on my credit card without a refund. I reached out to the hotel to verify the booking, but they had no record of it. Surprisingly, I found a booking for a twin room with Booking ID [redacted]57 for the same dates, costing P8000, also paid by credit card. I am concerned if I was double-charged on my credit card due to these conflicting bookings.

Hello, I recently made a booking through Agoda for the following hotel. During the first attempt to book and pay via PayPal, Agoda informed me that all rooms were unfortunately sold out. I then tried to make another booking. This time, there was no message from Agoda. Both orders are linked to this email. Please cancel order number [redacted]59 entirely, as another order for the same hotel at the same time was placed. I kindly request a full refund of the purchase price of this order, as there was a system error on Agoda's end, and both orders were charged to me even though only one order was completed. Best regards, Benjamin Löbmann

I have faced numerous issues with Agoda. Initially, they attempted to charge my booking payment prematurely, causing it to fail due to insufficient funds in my account. Following this, their online payment link failed, leading me to make the payment over the phone. Despite my payment, they erroneously claimed it was unpaid the next day, resulting in the cancellation of my booking. After clarifying this, I arrived at the hotel only to be informed my booking was indeed canceled. I paid the hotel directly, luckily at the same rate as Agoda. Upon contacting Agoda for a refund, they stated it would take 15-20 days due to credit card transactions, but as I paid with a debit card, it should have arrived at the start of the week. Regrettably, I have yet to receive the refund.

Subject: Request for Reimbursement due to Unacceptable Hotel Conditions Dear Sir/Madam, I recently stayed at Comfort Inn Maggie Valley, North Carolina, booking through Agoda Customer Service under ID: [redacted]38 for October 16-18, [redacted]. Despite being a frequent guest at Comfort Inn, this visit was disappointing. The initial room was unclean with leftover items from previous guests, including alcohol trash. The second room, a handicapped room, had safety issues such as an open electrical box with exposed wires, lack of a smoke detector, and plumbing problems causing disruptive noise. The hotel staff's explanation about the noise issue was unsatisfactory. I kindly request a full reimbursement of $[redacted].54 for the substandard conditions I encountered during my stay. Despite unsuccessful attempts to address this with Comfort Inn and Choice Hotels, I am hopeful Agoda can assist. I have documentation to support my claim and can be reached at [redacted] or [redacted]. Your prompt attention to this matter is appreciated. Regards, Charlotte Shirley

Dear Agoda, On November 3rd, I made a reservation with the booking reference number [redacted] for Catania International Airport in Catania from November 19, [redacted], to November 20, [redacted]. My name is Stelio Panebianco, and I used my Nexi credit card for the reservation. However, Nexi denied the transaction due to non-compliance with new online purchasing regulations on the Agoda.com website. Although I received an email confirmation of my reservation and the hotel confirmed everything was in order, the payment did not go through. I have the reservation but not the charge on my credit card. Please advise on how I can make the payment of €72.93 for the reservation. I look forward to your response. Best regards, Stelio Panebianco

I would like to request a change to my reservation to have the free cancellation option until Feb 24, [redacted]. I originally intended to select this option but somehow ended up with a non-refundable one. I have already contacted the hotel, and they advised me to go through Agoda for changes. Given the changing Covid policies, I need the flexibility to cancel if needed. I believe I initially selected the free cancellation option as that was my preference when choosing this hotel. Kindly assist me in resolving this issue promptly and provide good customer service. My contact information is [redacted] and [redacted]. The booking was made on November 4 with Agoda booking number [redacted], connected through Booking.com. The hotel is The Gardens at West Maui. Thank you for your understanding and assistance. Jennifer.

Hello, I am reaching out regarding an issue with the email address used to place my order. I successfully completed the payment process, but I noticed that the order confirmation was sent to a different email address than mine. I did not receive the confirmation email as it was sent to ([redacted]) instead of my original email ([redacted]). The reservation is for a twin room for two people in London, UK, with check-in on November 9th, [redacted], and check-out on November 12th, [redacted]. My order number is [redacted]91. I kindly request to update the email address to ([redacted]) so that I can receive the confirmation for my order. I have already verified the order through your chat system under my name, confirming the reservation at the Nayland Hotel. Despite this, I have not received the confirmation email or payment receipt. Thank you and best regards, Massimiliano Saiani

My name is Bernadette Emmanuel. You can contact me via email at [redacted] I received an incorrect notification about a supposed booking at the Hilton hotel in Glasgow. I was simply browsing and did not authorize this reservation. Unsure of the dates submitted by your system, a booking seemed to have been made for either November or December [redacted] without my consent. Please cancel this reservation if it does indeed exist. This situation has been very distressing as I was only casually browsing. I left a message on the customer care service line but was unsure if it was Agoda Company. Kindly confirm if the phone message was received. Your prompt assistance in resolving this matter is greatly appreciated. Thank you.

I reserved two deluxe king rooms for our stay, but the rooms were vastly different from the images shown during booking. After discussing this with the manager, I was informed that the pictures were actually of premium rooms and not accurate on Agoda's website. Key points of my experience: - Poor management - Lack of room service - Most appliances in the room were not functioning I chose this hotel based on my trust in Agoda, and I now feel misled. I am requesting a refund for this subpar service. I have taken photos of the assigned room for verification purposes. Kindly advise if I need to provide these as evidence.