Agoda Customer Service Issues

I am seeking assistance in finding a phone number regarding an urgent issue with a booking I made. The hotel unexpectedly refused me a room due to my address and I found myself with no place to stay, even though I needed a safe haven to escape domestic violence. After a tough night sleeping outside, I am distressed and anxious. Despite my understanding of hotel policies, I experienced a humiliating encounter when requesting help. I value my privacy and independence and would appreciate a refund or credit to secure accommodation promptly. As a quiet individual, I hope for a swift resolution to regain my dignity. Thank you.

When booking on your website and checking in at Days Inn in Statesville, NC, I was surprised with a $[redacted].00 cash deposit requirement. This was not mentioned during the online payment process, nor was it indicated on your site. I am now seeking a refund for being unable to stay at the hotel due to this undisclosed deposit policy. Customers should be informed in advance about any potential deposits to avoid such inconveniences. I believe I should receive a full refund or a compensatory free night at the same rate. It's misleading to require an additional deposit when my card information was already provided. I urge your company to rectify this situation and provide me with a refund promptly, as I was unable to cancel my reservation online.

I am sharing my unfortunate experience trying to check in with my son at the Baymont Inns and Suites in Springfield, Ohio. After booking the room online and successfully paying $[redacted].00 with my American Express Serve Card through PayPal, I arrived at 3am only to be turned away by a confused clerk. Despite showing my confirmation number and payment proof, I was denied entry because my reservation was canceled without my knowledge by Agoda. The email I received stated that the booking was not completed and apologizing for the inconvenience caused. I ended up spending the night in my car with my son due to this frustrating situation.

Unfortunately, the recent booking you tried to make didn't go through, and no confirmation was received. We are sorry for any inconveniences this may have caused. Rest assured, any charges will be refunded, and the temporary hold on your card will be lifted without any fees. If more information is needed, we will contact you separately. Please note that some banks may take up to 30 days or until the next billing cycle to release the hold on your card. We apologize for any troubles due to this uncommon mistake. Agoda Customer Service is available anytime for further assistance. After successfully paying for the booking, the reservation was canceled by Agoda at 1:30 am through email, when you were trying to check in at 3 am in freezing rain. A customer service representative suggested rebooking, not realizing the $[redacted].00 charge had already been deducted from your account, leaving you with limited funds. You are seeking a full refund and the prompt release of the funds.

Regarding Your Agoda Booking ID [redacted]21 Dear Kenichi Masuhiro, We regret to inform you that your recent booking attempt was unsuccessful, and no confirmation was issued. Our apologies for any inconvenience caused. Rest assured, no charges have been processed. Any hold on your card will be released promptly and without any fees. If additional information is needed, we will contact you via email. Please be advised that certain banks may take up to 30 days or until the next billing cycle to release a hold on your card. We apologize for any inconvenience stemming from this rare occurrence. For any further assistance, our Agoda Customer Service team is at your disposal 24/7. Feel free to reach out with any questions you may have. Thank you for selecting Agoda for your booking needs. Warm regards, Agoda Customer Experience Group

I accidentally double booked my stay in Athens. One booking was for the Polis Grand Hotel (booking nr. [redacted]91) for 3 nights from the 5th to the 8th of November, [redacted]. Despite not staying at the hotel, all 3 nights were charged on my credit card ending in ****[redacted]. The booking terms state only the first night should be charged for a no-show. I believe there might be an error and would appreciate a prompt correction. Simultaneously, I also had a successful booking with Agoda for the same dates at the Athens Tiare Hotel (booking nr. [redacted]23) where I did stay. Thank you and regards, W.L. Alves

Hello, I made a booking with booking number [redacted]07 on 05/11/21 (see attached). The hotel sent me a confirmation with incorrect information (see attached). I had to show the hotel booking to board the plane, but since I didn't have internet at the airport, I had to show the booking sent by the hotel, which had the wrong date. I couldn't show the Agoda booking because I had no internet access. Therefore, I had to rebook the hotel on 18/11/21 under booking number [redacted]79 just before the flight to board the plane (see attached). I spoke with the hotel, and they apologized for the mistake but asked me to contact them because they don't have my credit card information. Thank you in advance, and I am waiting for a response. Kind regards, Michael Peitsch P.S. I would like a refund for one booking. The hotel has agreed to it, but they don't have my credit card details to make the refund; Agoda needs to handle that.

Dear Agoda Customer Service, I am reaching out in regard to my booking ID [redacted]99 for the Travelodge Windsor Central in London, United Kingdom on December 5, [redacted]. I would like to request the full transparency of Travelodge's response regarding amending the booking. Kindly credit the funds back to us promptly as evidence provided suggests Travelodge did not decline the amendment. I urge you to provide the contact information for your manager at once. Sincerely, Mr. and Mrs. Owen Sent from my iPad

Dear Sir/Madam, I, Ani Vaghela, would like to bring to the attention of the Agoda team that I made a hotel reservation via the Agoda app for The Sunrise Palace in Mount Abu from November 16th to 18th. However, upon arrival at the hotel, the staff informed me that they had not received any confirmation of my booking from Agoda. This has been reported to be the 6th or 7th occurrence of this nature. It has come to light that the bookings were mistakenly sent to a different hotel in Ambaji. Despite my attempts to contact Agoda's customer service, I was unable to reach them as their phone line was continuously busy or out of service. This has resulted in me losing my holiday time, prepayment for the booking, and having to pay for an alternative stay at another hotel. I kindly request that Agoda promptly processes a refund for the amount of Rs. [redacted], as this situation has caused significant inconvenience and dissatisfaction. I hope this matter will be resolved quickly and assure a more efficient service for future bookings. Sincerely, Ani Vaghela

Bonjour, Je voudrais signaler un problème lors de ma réservation au Kyriad Saintes le 3 novembre [redacted]. Malgré ma confirmation de réservation via Agoda pour 47,30 euros, à mon arrivée le soir, aucune chambre n'était réservée à mon nom. Après avoir payé 60,60 euros pour une chambre en urgence, Agoda a débité les 47,30 euros de mon paiement initial par carte de crédit. Le total inattendu de [redacted],90 euros pour une nuit est injuste. Je demande un remboursement et je suis prête à contacter une association de consommateurs si la situation n'est pas résolue. Mes pièces justificatives sont fournies. Cordialement, Michèle L. [redacted]

Dear Customer Service, Upon my arrival at the hotel, I was informed my room was ready, adhering to Covid-19 health protocols. However, upon entering, I found the toilet was unclean with urine on the seat. There was no seal to indicate proper cleaning for hygiene. Moreover, the lack of curtains made it impossible to sleep in after a late night as the room was visible to neighboring guests. Despite contacting room service multiple times and receiving no response, I had to address the issue at reception and eventually left the hotel. Despite requesting documentation of my short stay, the staff declined to provide it. I have documented the situation with photos and was disappointed by the lack of health and safety measures, especially during the pandemic. I trust Agoda values its Gold Members and will take prompt action on this matter. Thank you for your attention to this issue. Sincerely, Wissam Melki

Hello, I encountered an issue with my recent booking: ID [redacted]03. The host advertised their facility as suitable for self-quarantine in South Korea without specifying that it is only for long-term visa holders. Upon arrival, I was informed by Korean authorities that the facility was not acceptable, leading me to pay [redacted] won ([redacted]€) for the mandatory government quarantine. Although I understand the booking is non-refundable, I believe I am entitled to a refund due to the misleading information provided by the host. Despite reaching out to the host regarding this matter, they have been unresponsive and are ignoring my request for a refund. This lack of transparency in their advertising poses a risk of deceiving others. I seek assistance in resolving this issue.

Upon arrival in London, our pre-booked apartment was significantly different from the advertised photos, located in a completely different area with unappealing surroundings and no one to assist us. Despite multiple attempts to contact the given number, no one responded, leaving us to search for alternative accommodation with six suitcases. Booking.com was helpful, but Agoda did not assist. The poor experience at 44-[redacted] Ben Jonson Road, London, E1 3NJ led us to seek a refund for the Pevensey property and find another place to stay at 9pm after six hours. Concerned about our upcoming Agoda bookings, we urge for a full refund and have already paid an additional security deposit without receiving proper communication from the property. This disappointing start to our family trip requires urgent attention and refund resolution before we are forced to escalate the issue further.

I made a reservation at the Embassy Suites Hotel in Niagara Falls ON with the booking number [redacted]. Once I arrived, I was told my booking was cancelled due to not prepaying, despite my confirmation clearly stating payment upon arrival. Despite showing proof from Agoda, the hotel claimed I had to prepay, leaving me without a room. I then had to pay an additional $[redacted] for a new room. I am highly dissatisfied with the service and the difficulty in contacting Agoda. I am eager for a prompt response to address this issue and discuss a refund.

I made a reservation at Days Inn in Cherry Hill, NJ through Booking.com, which was then handled by Agoda. When we arrived on 10/9/[redacted], we quickly realized our room smelled of smoke and must, triggering my severe asthma. The hotel assured us they would refund the full amount through the booking company. After contacting Booking.com, they confirmed the refund. Despite sending receipts for our alternative accommodations, it has been over a month, and we have yet to receive the refund. Days Inn Cherry Hill claims they refunded Agoda. Can you please provide an update on this matter? Thank you, Marleen M. [redacted]

ID: [redacted]97 I am Salbiah L., and I made a booking at Crystal Crown Hotel PJ for one night from 17/11/21 to 18/11/21 through Agoda. Unfortunately, during the booking process, Agoda did not mention that this hotel is a quarantine facility for Covid-19. My booking even included dinner and breakfast. The issue here is that Agoda misled customers. I traveled from Johor Bahru to Petaling Jaya because I have chemotherapy scheduled on the morning of 18/11/21. As a stage 4 breast cancer patient, staying at a quarantine hotel is not suitable given my health condition. I had to cancel my room out of fear and weakness. I tried to seek help from the hotel staff, but they advised me to contact Agoda directly. Despite emailing Agoda, I received no response. If no action is taken, I will escalate this matter to the tribunal in Malaysia. I kindly request a refund.

Dear Agoda, I am writing to share my recent room experience, which was truly awful. Upon inspecting the sheets, I found them to be moldy with a foul smell - an extremely disgusting situation. The towels were also terrible, smelling worse than the bed sheets. I ended up laying my clothes on the bed to sleep instead of dealing with the unclean linen. During a visit downstairs for a hot drink, the absence of one led me to settle for a cup of noodles. However, the individual at reception, with whom I had interacted during booking, made me uncomfortable. Despite feeling disturbed by his behavior, I refrained from confrontation and returned to my room. The reviews on your platform echo similar concerns. I possess WhatsApp messages from the individual attempting inappropriate advances towards me. It is unacceptable for such behavior to be tolerated. I am open to providing pictures for reference. It is imperative that action is taken against such misconduct. The flagrant disregard for basic hotel standards, like changing sheets regularly, is both disrespectful and concerning. I refuse to pay for an experience marred by such behavior. It is unnerving to think that people would take advantage of others in this manner.

On November 16th, I booked two accommodations at Mountain Resort Sunrise Beach in Ko Lipe. I received the confirmation for my room (Booking ID [redacted]) right away. Unfortunately, my guests (EG and his wife) did not receive theirs, even though the cost was deducted from my bank account on the same day (agoda GBGB London [redacted].17 €). Kindly send the missing confirmation to EG at [redacted] or to me at [redacted] Thank you. JLM

Dear Sirs, We made a booking at Jeff's Hotel, but due to a flight change, we were unable to arrive on the scheduled date. Despite multiple attempts to contact the hotel using the information provided on your website, we were unsuccessful. After calling more than 30 times, we arrived at the hotel only to find our reservation had been canceled, leaving us without a place to stay at 12:30 a.m. We spoke to two staff members, with the night shift employee informing us that the manager is awaiting an email from you to process a refund. Both employees highlighted that this issue is due to incorrect information displayed on your website. We possess evidence of our attempts to communicate with the hotel, including their inaccurate business card. Despite reaching out numerous times over the past six days, we have not received a response. We had paid for a four-night stay, with our reservation number being ID # [redacted]70 for check-in on Monday, November 22, [redacted]. We kindly seek your assistance in resolving this matter. Thank you.

I made a reservation at this hostel with reference number [redacted]11 because I needed a late check-in. Unfortunately, upon arrival, I found that check-in ends at 20:00, which differs from the information provided on the website. I had difficulty gaining entry to the hostel as the door didn't open, and the doorbell was not working. I attempted to contact the hostel using the provided number, only to realize it was from Nicaragua, and my phone doesn't support international calls. After a stroke of luck, a fellow guest allowed me inside. However, upon entering, I was approached by a man, who seemed to be an employee, in a confrontational manner. Despite calling the provided number, I have been waiting at reception for over 20 minutes. Another individual, who seems to reside at the hostel, has been intrusive and made me feel uncomfortable. This experience has left me feeling unsafe and unwelcome.