Agoda Customer Service Issues

Subject: Unauthorized Card Transaction Hello, I am Archontia Vourou. Following our recent phone conversation, I am escalating my issue to your customer service unit. On October 7, around 6:20 p.m., my card (Mastercard of NBG ending in [redacted]) was used to fraudulently withdraw €[redacted].24 from my account without my authorization. The transaction was not for any product purchase from your company. The funds were transferred to you today, October 13 (please see attached document). I have informed my bank, and they advised me to contact your company for resolution. I am requesting a refund for the unauthorized transaction. As a precaution, my card has been suspended. I am eager to receive updates on the progress of my request and am prepared to provide any necessary information for the refund process. Thank you in advance for your attention to this matter. Best regards, Archontia Vourou

On October 16 and 17, [redacted], I booked a stay at Corus Paradise Resort in Port Dickson, Negeri Sembilan through Agoda for 2 days and 1 night. My family and I arrived for check-in around 4 pm. The first day went smoothly. However, on the second day, which was a Sunday, I woke up at 6:30 am and found that there was a disruption in the water supply in my room. I waited until 7:10 am before contacting the reception to inquire about the current status of the water issue. The receptionist acknowledged the problem and informed me that the maintenance team was working on it, assuring me it would be resolved around 9:30 am. Confident in their promise, I decided to have breakfast with my family first and enjoy the nearby pool and beach facilities. Returning to my room at 10:00 am, I found that the water issue was still unresolved. The receptionist promised to bring mineral water as a temporary solution but after waiting for 20 minutes, no water was delivered. I called the receptionist again at around 10:30 am, and they assured me once more that water would be provided. By 10:50 am, after multiple unsuccessful attempts to reach the receptionist, my wife went down herself and obtained 5 small bottles of mineral water for our family of 4. At 11:00 am, the Head Staff came to my room, apologizing and offering either to wait for water or use a different room to shower. Despite trusting their assurance, water was still unavailable in the bathroom by 11:30 am, and I had to check out by noon. Feeling upset, I requested a different room. The Head Staff accommodated me in a shower room. I'm dissatisfied with the hotel's irresponsible handling of the situation, neglecting customer complaints and failing to proactively address the issue. This experience was disappointing and should have been enjoyable. Therefore, I believe I am entitled to half a refund for the second day. Thank you. I hope appropriate action will be taken by the management of the hotel to serve as a lesson for future customers staying at this establishment.

Dear Agoda Support Team, I am reaching out regarding a recent hotel reservation at OYO [redacted] Dana Al Buhairah Beach hotel in Sharjah, Reservation ID: [redacted]83, under the name of Mansour Aldousari. Unfortunately, upon arrival, the hotel denied check-in, stating the booking was not confirmed, despite having confirmation and the full amount deducted from my credit card. Upon discussion, the hotel confirmed the cancellation from their end. I am attaching the cancellation confirmation for your reference. I kindly request a prompt refund of the full amount to my credit card, as similar issues have occurred in the past. Please ensure reliable service for customers in the future. Feel free to reach out if any additional documents are required. I emphasize the urgency of this refund request. Thank you, Mansour Aldousari

I made a reservation for a 5-night stay at Plaza Inn Doha starting on 13.10.21. I chose the hotel for its location and rooftop pool, hoping for a relaxing sunny getaway. However, upon arrival, the hotel was difficult to access due to ongoing construction, with workers and cars everywhere. The main disappointment was finding out the rooftop pool and restaurant were unavailable due to the construction work. I left after staying just one night. The hotel assured me they would only charge Agoda for that night, but despite emailing them multiple times, I haven't received a response. I hope this issue can be resolved promptly as it disrupted my travel plans.

Good morning, I am here to request a refund for booking number: [redacted]19. The property was not as described. The receptionist was not wearing a mask, the room (number [redacted]) had an electric heater that, even when set to 30 degrees, blew out cold air, causing us to shiver all night. There were no extra blankets available to keep us warm. The shared bathroom was not heated, and to make matters worse, other guests staying in different rooms were constantly smoking in the bathroom, leaving a strong smell of smoke lingering. Our stay was terrible, and I do not recommend anyone to go to Corte Canal. I am looking forward to hearing back from you regarding this request.

I am disappointed by the misleading information and photos that led me to lose approximately USD [redacted] (EGP [redacted]) without any compensation. My booking number [redacted]06 stated "Room assigned on arrival" with a photo of the room, which prompted me to make five additional bookings ([redacted]07, [redacted]43, [redacted]7, [redacted]11, [redacted]71) due to the attractive room and price displayed. Upon arriving at the hotel for booking [redacted]06, I was given a bed in a 4-bed dormitory instead of the expected room as per the photo and description. This was unsuitable for studying and inconvenient for an overseas traveler like myself with three luggage items and no room to accommodate them. The misleading information and photos caused me to cancel all six bookings, resulting in a substantial financial loss. Despite understanding the non-refundable policy, I request assistance in resolving this issue as customer satisfaction is crucial. Thank you for your anticipated help and support. Best Regards.

I am Sofia, the girl who booked VILLA PATRIZIA SIENA through "Agoda" online from 29.06 to 1.07. I had paid online, and a few days before the trip, the payment hadn't been deducted at the end of my stay, and the hotel made me pay again. The day after, the online payment was processed, so I ended up paying twice. I sent the hotel screenshots from the banking app showing this and the IBAN, but they didn't refund me. They mentioned contacting you for the refund. Their contact is [redacted] I would like a refund as they say you need to process it. Thank you and goodbye.

Dear Agoda, I made two bookings at "The Anchorage" in Port Stephens, Nelson Bay with the following IDs: 1. [redacted]89 (22nd-23rd) 2. [redacted]01 (24th-25th) Initially, I booked for 2 people for the 22nd - 23rd, but the email confirmation showed 24-25th, so I had to rebook for the correct dates. The hotel staff mentioned Sydney residents couldn't stay at the moment and agreed to refund both bookings. Despite the no-refund policy, the lack of information on your website regarding this restriction and the booking error necessitate a refund under these unforeseen circumstances. Best regards, Jonathan Z.

I made a reservation at the Radisson Collection Hotel Moscow through Agoda for October 23 to 31 with the booking ID #[redacted]20. Due to a sudden delay of a business expo to December, I need to adjust my stay. Agoda informed me that my current reservation cannot be modified. I do not require a refund but rather wish to shift my stay to December 4 - 16 at the same hotel, extending my duration by 4 days. I am prepared to cover any additional costs necessitated by this change. After speaking with the reservation manager at the hotel, I was advised that they could assist me upon receiving a request from Agoda. Therefore, my appeal to Agoda is to kindly forward a request to the Radisson Collection Hotel Moscow to adjust my reservation dates. If changing the dates is not feasible, I would appreciate a cancellation and refund so I can make a new reservation separately. Thank you for your assistance in this matter.

Hello, my name is Ann Lyons. I made a hotel reservation at Quality Inn in Pierre, South Dakota, with booking number [redacted]. I used Traveluro for the booking, but your company debited my account for the payment. I need to cancel the reservation because a guest tested positive for COVID-19. I've been unable to reach Traveluro as there is no listed phone number. Quality Inn directed me to you since you processed the payment. When I called, I was informed that my booking number is incorrect. How can I cancel this booking and receive a refund due to COVID-19? The reservation is for tonight and tomorrow night under my daughter's name, Addie Ruppert. She just learned today about the positive COVID-19 test. Please assist me promptly in resolving this matter. Thank you. Sincerely, Ann Lyons

I was attempting to book a room at Nantra Ekamai Hotel in Bangkok for 16/05/[redacted] - 21/05/[redacted] for 6 nights. The booking wouldn't go through because my card's expiry date is 04/22, but I'll have a new card before payment is due. I have a reservation for the same dates at 39 Retro Hotel, but I prefer Nantra Ekamai. My card worked for the other booking, so why not this time? Please respond before the room is no longer available. Thank you, Sharron M. [redacted]

Dear Sir/Madam, I made a reservation for the Rose Plaza Hotel in Al Barsha, Dubai, yesterday at 4 o'clock. I did not receive a confirmation email, and upon checking with the hotel, they had no information about the booking. I also noticed that no money was deducted from my bank account. Subsequently, I booked another hotel, the Dubai Palm Hotel, received a confirmation for this booking immediately, and the payment was processed. Now, I find myself with two hotel bookings and have been unable to reach Agoda for assistance in canceling one of them to receive a refund. I have to check in today, so I urgently need to resolve this issue. Please assist me in canceling one of the bookings and refunding the money. Booking details: - Rose Plaza Hotel Booking ID: [redacted]01 - Dubai Palm Hotel Booking ID: [redacted]09 I have attached both bookings for your reference. Your prompt attention to this matter is greatly appreciated. Thank you, S.S.

We arrived at the hotel at 4 pm and were informed by the agent that there was a power trip in our room, which was understandable. We patiently waited for 2 hours, but by 8 pm, our room was still not ready. After calling to inquire, we were told that they needed to fix other rooms before ours, which was unprofessional. It would have been better if they had notified us earlier about the issue so we could have made other arrangements instead of waiting in vain. This has been the worst service experience we have encountered. If the room was unavailable initially, they should have informed us promptly. We tried contacting Agoda, but unfortunately, there was no available phone number. Agoda, please investigate why this situation occurred and provide an explanation for cutting our holiday short without prior notice.

We were advised to check in at 3pm but we arrived at 4pm due to a delay. The receptionist informed us that our room had a power issue and asked us to wait 2 hours for it to be fixed. We requested an access card to enjoy the beach while waiting, but were only given a QR code. Despite this, we went to the beach but by 7pm, our room was still not ready. When we checked again, they mentioned working on 2 other units before ours, which we found unreasonable. It would have been better to inform us upfront about the expected time for repairs to manage our time better. Not hearing about the delay earlier wasted our day, and now at 9pm, we are still waiting without any updates on our room situation. Our weekend holiday has unfortunately been spent waiting without any prior notice or alternatives offered for accommodation.

Hello, Regarding my reservation on December [redacted], I lost the booking but later found it when the borders were still closed. After contacting the hotel, I was informed that they couldn't refund me. They mentioned I had two rooms reserved under different confirmation numbers, and one charge had been reversed. I wish to receive the refund for the room they agreed to reimburse, and I would appreciate assistance with the second room booking. Thank you.

Dear Sir or Madam, Today, we booked a hotel room with you, or as described on the Agoda website, an apartment at Lullaby Private Rooms on Kopernika Str. 8/5. Instead, we were given a hostel at Wroclawska 13! This was definitely not the room we booked with you. The address did not match and the room was dirty. I can email you the photos. It was a terrible and scamming experience. This is illegal. We arrived with 2 small children and 1 baby. Next door, a group of people gathered and it got really noisy - like a party. I reached out to the provider multiple times asking for a solution. They assured me I could cancel the room. I am hereby canceling the hostel that I did not book this way! We left the room and request a refund. Please confirm the cancellation in writing. Thank you. P.S. Our neighbors had the same situation as described above. Booking ID: [redacted]95 Best regards, Alexander S. - On behalf of Izabela Ch.

I have a reservation through Agoda at The Village, Coconut Island, Phuket, but I made an error. I booked a deluxe suite for 2 people, but the booking only shows 1 adult. The rate would be the same; I forgot to select 2 adults. Can you advise on how to rectify this? Our booking ID is [redacted]07, and the Reference ID is [redacted]25. Our stay is from March 6th to March 15th, [redacted]. Can my husband, Derrick L. Knoesen, be added to the reservation as the second guest? Thank you for your assistance. - Marie Chantal K.

Dear Agoda team, I would like to request a refund for my recent stay at Holiday Villa Cherating due to unsatisfactory hotel services. Despite the hotel being recommended by friends and having positive reviews online, my husband and I faced numerous issues during our 2-night stay. Upon arrival, we were informed that our room was not ready, leading to delays and a wrongly charged bill at the hotel restaurant. The next day, we had to change rooms due to unavailability. We faced further delays, with the new room not being ready until late in the day, despite assurances from staff to inform us promptly. The lack of communication and service quality severely impacted our vacation experience. We have already discussed this with the hotel manager, who has agreed to the refund pending your contact with them. I hope for a swift resolution. Best regards, Emelia A.

During our recent stay at the hotel, four guests including myself encountered several disappointments. Upon returning to our room after a reunion, we discovered various cleanliness issues. One room lacked a kettle and TV, and had a pair of dirty men's underwear on the window ledge. The kettle provided in another room had stagnant water and mold inside. Additionally, we observed moldy and dirty curtains, soiled towels, and trash beside the beds. The sink was also unusable due to being full of dirty water. Considering the current circumstances with Covid, these conditions are concerning. The price we paid, £[redacted], did not reflect the poor quality of the room. I am requesting a full or partial refund and have documentation of these problems in photos.

Booking ID [redacted]57: I made a booking at Downtown Villas Seminyak for my birthday on March 7, [redacted], through March 12, [redacted]. There was an issue with my credit card during the booking, so I attempted to rebook and chose the cancellation option. However, I received a message that a booking was already in place, and I saw a pending charge on my credit card for February 7 instead of March. I always celebrate my birthday at Downtown Villas, and I have commitments with friends in Bali during that time. I am willing to pay the additional fee to change the dates from February to the correct ones in March. I have tried contacting Downtown Villas and your customer support without success due to the missing international prefix. Please look into this urgently as I do not want to lose my March booking. If possible, provide your customer support number with the international dialing prefix for a swift resolution. Thank you, S. Larsen