Agoda Customer Service Issues

I have encountered an issue with a homestay booking in Kuala Lumpur on October 21, [redacted], for a two-night stay from October 22 to 24, [redacted]. Regrettably, the host did not confirm the booking despite initial contact. I tried to communicate via phone and email. The host initially confirmed she was the homestay owner but did not follow up after requesting booking details through WhatsApp. Subsequent calls were unsuccessful, with the host denying being the intended recipient. As the booking remains unconfirmed, I have not received a refund yet. Assistance in resolving this promptly would be greatly appreciated.

I am requesting a refund for the 2 nights in Milan. Upon arrival, I checked into the room. After dinner around 8:30 pm, I got ready for bed. Then water started pouring from the ceiling, narrowly missing my phone and computer, and partially soaking the bed! When I went to the reception to explain the situation to José, he dismissed me and said there was nothing he could do. No other room was available!!! No decency, no willingness to help! I had to find an alternative place to stay with my son at 9:30 pm!!!! The worst part; José from the reception told me he thought the problem had been fixed -> meaning, he was aware of this issue and offered to clean the room 🤬 I want my money back! Terrible service, showed no effort to assist us and left us hanging there! I do not agree!!! Regards, Sylvie Siffert

I request a refund for the * nights. Upon arrival in Milano, I checked into the room. After dinner, I prepared to sleep. Suddenly, water started pouring from the ceiling, narrowly missing my phone and computer, and partly soaking the bed! When I went to the reception and explained the situation to Jos*, he waved me off and told me he couldn't do anything for me. No other room was available! No decency, no willingness to help! I had to find an alternative place to stay for the night with my son! The worst part is that Jos* from reception told me he thought the problem had been fixed - meaning he was aware of the issue and offered to clean the room! I want my money back! Terrible service, showed no willingness to assist and just left us there! I am not happy!!! Regards, Sylvie Siffert.

I made a booking for a 2-single bedroom instead of a family room under booking ID [redacted]04. I had to pay an additional charge of [redacted] for the extra person. This change led me to make a long-distance call to Agoda customer support and arrange extra transportation to the relocation hotel. Despite booking weeks in advance, I discovered that Agoda had canceled our original booking, causing stress during our vacation, especially with kids. I hope Agoda can reimburse the [redacted] extra charge from Siargao Bleu as compensation for the inconvenience and room change discrepancy from my initial booking. The $10 voucher offered is insufficient as it doesn't even cover the fees for calling Agoda customer support or the extra transportation costs. I trust that Agoda can offer a better solution to this situation.

I had a booking for 26/10-29/10/22 where we planned to pay at the hotel but provided my credit card details as well. Due to limited service, I only received emails upon arriving in Coffs Harbour, finding out the payment didn't go through and our accommodation was canceled without notice. I attempted to rebook following the email, but there were no available rooms for those dates. After contacting the hotel, they were unhelpful, mentioning this situation happens frequently. They only offered a different room for an extra $[redacted]. I am puzzled why I wasn't informed about the payment issue, as funds were available in my account without any dishonor fees or notifications of payment attempts.

Dear Sir/Madam, I am Jenisha Vijayakumar. On October 17th, I reserved a Three BHK Luxury House near Calangute/Bagha (C4), Goa for a trip with 8 friends. I encountered issues making the payment with my debit and credit cards, but inadvertently, Rs. 10,[redacted].09 was deducted from my credit card for the booking at 6.13 pm. Subsequently, the booking was canceled due to the payment problems, yet the charges remained. I kindly request a refund of the aforementioned amount. Your assistance in resolving this matter is greatly appreciated. Thank you.

During our stay at Sea Princess Hotel in Mumbai today, we encountered a strong mold smell in all rooms. This is concerning for our health, especially as seniors on medications. The overpowering odor has caused us to cough and feel unwell. Despite mixed reviews, we proceeded with our booking for a four-night stay from Nov 2-6. Some reviews attribute the smell to a fire incident in February [redacted]. We, guests from Canada and the USA, have two bookings and respectfully request a refund due to this issue. Our names and booking details are as follows: - Annar Sherali Fazal Visram, Confirmation: [redacted]02 - Shaida Adatia, booking for 2 adults We appreciate any assistance you can provide. Thank you for your attention to this matter. My contact email is [redacted], and my sister's email is [redacted]

I made a booking on Agoda for my family of 2 adults, a 15-year-old teenager, 2 nine-year-old twins, and a 17-month-old baby to stay in London from October 24th to 30th. Upon arrival, we were informed that the reservation was for 4 adults instead of our family configuration. The hotel requested an additional £[redacted] for an extra bed, even though our baby usually sleeps with us. We were asked to move rooms after spending a night in a basic ground floor room. The new room on the 4th floor attic was only 15 square meters with high humidity, a bad smell, no blackout curtains, and no bath towels. We all have asthma, including the children, necessitating the use of inhalers due to the damp conditions. I am considering contacting the authorities due to these unsuitable living conditions. Assistance in finding a healthier accommodation is greatly appreciated, with no expectation of luxury. Any help would be welcome.

Regarding my recent booking experience, I initially tried to book a room at Venezia [redacted] Hotel through Agora on the internet, but received a message stating the booking was not possible. Consequently, I made a reservation at another hotel via booking.com. However, to my surprise, I later discovered that the booking at Venezia [redacted] Hotel had actually been confirmed. Due to this mix-up, I kindly request a refund for the room at your hotel for the dates of Friday, 28.11 (two nights). I believe there was an issue with the internet platform that caused this confusion. I am open to either cancelling the booking and receiving a refund or offering the room as a last-minute deal and receiving a partial refund. You can reach me at TEL +[redacted]06. Thank you. - Sabine Miers

Booking number [redacted]71 I would like to request a refund for the room at Venezia Hotel. Initially, my booking request was denied, so I made alternate arrangements through Booking.com. However, later on, I received a confirmation for the room at Venezia Hotel. I believe there was an issue with the Internet platform causing this confusion. I kindly ask for a refund for the room or to offer it as a last-minute deal and provide a partial refund. You can contact me at *** ************. Thank you. Sabine M.

Booking Number: [redacted]63 Hello, I received a confirmed booking from Agoda. The host of the property asked for a valid phone number and a copy of my ID, threatening to cancel my booking if I did not comply. I sent the required information, but the host claimed not to have received it. Despite this, I received an email stating that my booking was canceled. However, when I checked my Agoda app, it still shows as active. What steps should I take next? Thank you. Best regards, Imad Aljandali

Dear Sir or Madam, I made a booking with payment via Visa credit card on 28.10.22. Unfortunately, the confirmation was sent to the wrong email address due to a mistake in inputting the information. The correct details for the booking at Gulf Star Hotel Deira from 03.11.22 to 11.11.22 are as follows: Guest Name: Joachim Gaetjen Contact Number: +[redacted]1 Incorrect Email: [redacted] Correct Email: [redacted] I kindly request a correction to be made to send the booking confirmation to the correct email address [redacted] You can reach me at +[redacted]12. Thank you for your assistance. Best regards, Jürgen Holzer

On Friday, October 28, [redacted], I entered the correct check-in date of 10/28/[redacted] and check-out date of 10/29/[redacted] on your website. I double-checked everything and proceeded to book after verifying all the details, including payment information, dates, and prices. However, upon receiving the confirmation email, I noticed it stated 10/29/[redacted]-10/30/[redacted] instead. I contacted customer service, where the first representative had difficulty with the phone connection but promised to try to get the dates corrected. Unfortunately, we were disconnected. Upon calling back, a helpful woman managed to speak with the hotel and was informed that the manager who could issue a refund would be available the next morning. Despite being assured of a follow-up call, I did not receive one. When I followed up, I was told the refund could only be processed when the relevant person returned to work on Sunday, the 30th. I worry this delay may affect my refund. I urge for better communication and a fix on the website to prevent such date change errors in the future.

I recently stayed at City Lodge in Waterfront, Cape Town with booking ID [redacted]60. My credit card was charged PHP [redacted] instead of the agreed-upon R [redacted], which is roughly R2740. This represents about a 20% increase in the price. Could you clarify the reasons behind this significant difference in charges? I understand conversion fees, but this seems excessive and almost like overcharging. I would appreciate a breakdown of how this amount was calculated as it feels like I have been unfairly charged.

I made a booking at Hotel Lhung Oo through the Agoda website a few days ago. The hotel supposedly offers 24-hour check-in and complimentary breakfast. When I arrived, I found myself on a poorly lit roadside alongside a highway with no staff in sight, except for three individuals at a nearby car workshop. I couldn't locate a receptionist and had to ask the workshop employees to contact the hotel owner. I was informed to fetch the keys from the desk and manage on my own. Despite the assurance of facilities, only one room was occupied, and the others were empty. The room was neglected, covered in lizard droppings, and the towels were stained. Feeling apprehensive about the situation, I swiftly left the premises.

I have encountered disconnection issues every time I try to use the Agoda website. When I attempted to book a room at Beach Hotel Prachuap Khiri Khan, the site kept showing an error stating "you arrive too late," resulting in 4 rooms being booked instead of one. Fortunately, the hotel was able to cancel the extra bookings. Then, when trying to book 3 nights at Royal Pavilion Hua Hin, there was another disconnection problem, leading me to book through Trip.com. Today, I realized I paid for the 3 nights twice - once with Agoda and once with Trip.com. I've faced problems twice on your website. My Agoda booking number is [redacted][redacted]8, but unfortunately, I can't change the dates now and have lost 46.68 euros. I hope these issues can be resolved as I don't want to encounter such problems again. Thank you.

Dear Agoda, I recently returned from my stay in Prague, which was booked through Agoda. My reference number is [redacted][redacted]. I reserved a SUPERIOR double room, but upon arrival, the hotel only received an order for a 'standard double room', according to them. Consequently, I was provided with the standard room instead of what I had booked. I was quite disappointed with this situation. How could this occur? Nonetheless, I am requesting a refund for this discrepancy. I kindly ask for a prompt resolution to this matter. Best regards, Wolfgang Freitag

Dear Sir, I made a reservation for a room at OYO Townhouse [redacted] Royapettah. I will be checking out tomorrow, so please issue a refund for two days' stay after deducting the appropriate amount. I was charged an extra Rp 8,[redacted].00, as per the hotel staff, because I booked at a discounted rate through Agoda. The room did not meet the expected standards. The picture showed three beds, but we were provided with one dirty mattress on the floor. One side of the bed is sagging due to a faulty spring. The room was not cleaned, the toilet had a foul smell, and the rug was dirty. The air conditioning was not effective, and the remote control was unresponsive. This experience is disappointing, especially considering my previous successful bookings through Agoda. I trust that Agoda will process my refund promptly. Thank you. Best regards, S.G. Mobile: [redacted]

Booking ID: [redacted]93 To Whom It May Concern, Regrettably, payment could not be processed from my credit card. I must transfer the funds from Germany to Thailand, where it will take approximately three days to arrive. I kindly request not to cancel the reservation. Rest assured, once the money is in Thailand, I will make the payment promptly. I would appreciate a brief acknowledgment of this email. Thank you very much for your understanding. Warm regards, Johannes Pannier

I would like to share my experience at PS Thungsao Hotel with Booking ID: [redacted]29. Upon checking in, I found that the hotel is situated in a very isolated and abandoned area. Due to the limited parking spaces available (only around 20 for a [redacted]-room hotel), I suggested parking along the entry driveway, which was wide and not being used. The receptionist agreed, but the security guard and manager disagreed, insisting I park on the dark street among abandoned shops. Despite my concerns for security and the lack of parking for my car, the manager refused to refund my stay when I decided to leave. I have since checked into Buri Sriphu Boutique Hotel nearby. I believe a refund is fair given the circumstances, as we did not use the hotel services and encountered difficulties with the parking situation. I am considering reporting this incident to the police. Thank you.