Agoda Customer Service Issues

Dear Agoda Customer Service, I am writing to share my recent experience at Pearle Beach Resort. My wife and I had booked a room for Sunday, the 5th, expecting a beach view room. Unfortunately, we received a room overlooking a garden instead. Despite bringing this up, we were informed that all the beach view rooms were occupied. Upon arrival, we encountered a delay of an hour to check-in due to the additional COVID protocols. The staff also exhibited unprofessional behavior, which was disappointing. The service further deteriorated during our meal, which did not align with our prior requests. Overall, the hotel premises were nice, but the service was severely lacking. I am reaching out for some form of compensation from both Agoda and the hotel to address these shortcomings. Thank you for your attention to this matter. Sincerely, Joffrey

Reservation ID [redacted]83. I made a reservation, but when I arrived, they did not accept it, leaving me stranded in Istanbul. I trusted your site, but they gave my room to someone else. The company mentioned a refund and advised me to contact you. I am disappointed with the service provided. There is no assistance option on the site for situations like this. After my stay, the site inquired about my experience, which feels like a bad joke.

I made a hotel reservation at Genting Resort - First World Hotel. Recently, I received a call from Agoda Hong Kong stating that the hotel is closed due to COVID, but when I contacted the hotel directly, they denied it. I have emailed Agoda about the issue, but they are suggesting relocating me to Kuantan, which is not where I intended to stay. Genting and Kuantan are completely different and far apart. My booking reference is [redacted][redacted]00, and the Booking ID is #[redacted]05 with a check-in on 12/7/21. The hotel mentioned this is a third-party booking, advising me to contact Agoda for assistance. Could you please verify if my booking is valid? If not, what steps should I take next? Why did Agoda not secure my room as expected?

Hello, I need assistance. I made a booking for December back in October when a vaccine pass was not required. Unfortunately, I couldn't travel as I did not have a vaccine pass. I received the vaccine on the 28th of November and experienced reactions daily. Due to the newly announced policy, I was unable to go to Chch. I kindly request a refund. I appreciate your help as a single mother facing difficulties. If a refund is not possible, please consider moving my dates to January. Thank you.

Good morning, on the 6th of December, my friends and I booked a house in Reggello to stay from the 31st of December to the 2nd of January. Later, I contacted the homeowner who said the property was not available, yet still allowed us to make the reservation and payment. We need to be promptly reimbursed as we need the money to book another place. I look forward to hearing from you soon and hope that this kind of mistake will not happen again. Have a great day. Booking Code: [redacted]07

I would like to raise a concern regarding my recent booking experience at THE POD @ BEACH ROAD BOUTIQUE CAPSULE HOTEL in Singapore through Agoda. As a long-time member, I was shocked to discover that I was overcharged $[redacted].50. This has left me deeply dissatisfied with Agoda and the hotel. It was not clearly stated that this hotel is not suitable for leisure stays, leading to confusion during booking. I urge Agoda to prominently highlight such restrictions in the app to prevent future misunderstandings. The booking is non-refundable and non-cancellable, which I find completely unreasonable. I am greatly disappointed in both Agoda and the hotel for potentially deceiving multiple customers. I have contacted Agoda to request a refund, and I expect a prompt resolution to this matter to maintain my loyalty to the app. If this issue is not addressed satisfactorily, I will escalate my complaint through the appropriate channels. I value honesty and transparency in my booking experiences and trust Agoda to rectify this situation promptly to retain my trust in their services.

Dear Sir, I would like to report an unfortunate incident regarding my recent booking through your website. My booking ID is [redacted]. I made a reservation for a room at the Crystal Palace Hotel in Doha, Qatar from December 6th to December 11th. However, upon my arrival in Doha, I discovered that the hotel has been closed for over a year and no longer exists under that name. I am extremely frustrated by this situation as it has caused a significant inconvenience, wasted my time, and disrupted my travel plans. I kindly request an immediate refund of the full amount paid. I have attached photos for reference. Thank you for your prompt attention to this matter. Regards, Majed A. H.

I mistakenly made a booking at the Grapevine Hotel in London, UK. I intended to reserve without payment, but I accidentally selected the wrong option, resulting in a charge to my credit card. I am currently in the process of applying for a UK visitor visa and am unsure of the outcome, making it inconvenient for me to prepay. As soon as I noticed the error, I requested a refund directly from the hotel. However, I was informed that the booking was made via Agoda, even though I believe it was made through my account on booking.com.

On 06/12/[redacted], I made a payment for my hotel booking at Colmar Tropicale, Pahang, Malaysia. Unfortunately, I mistakenly entered the wrong email address in the booking form and have not received any notifications. My correct email address is [redacted] My order number with the seller is T[redacted]21, and I made the payment through IPAY88 (M) SDN BHD - Agoda. I kindly request assistance in updating my email address on the booking or a refund if necessary. Please ensure all notifications are sent to [redacted] or [redacted] Thank you.

I have made a reservation at the Hampton Inn by Hilton Brampton Toronto for a room for two people under the name "Ainnerhyl Olar" for December 5th to December 6th through Agoda. Unfortunately, we are unable to check in as we are only 18 years old and there was no age requirement specified on the hotel's website. We tried calling the hotel to confirm, but no one answered, so we booked the room assuming it would be fine. We would like to request a refund for the booking we made. Thank you.

We paid $[redacted] for accommodations on the Gold Coast. Unfortunately, we had to cancel our booking due to border restrictions between Queensland and South Australia. Agoda has declined to refund the $[redacted], and despite the borders reopening, they still refuse to reinstate our original booking. We feel frustrated as we have received nothing in return for our payment. Our booking was for Montego Sands Resort on the Gold Coast from December 17th to 20th. We are now seeking assistance from consumer affairs to address this issue.

Regarding Booking ID [redacted]63 Hello, I faced an issue with my reservation at Hotel Argana through Agoda in Morocco. Due to the flight cancellation by Morocco on 28/11/[redacted], I canceled my booking on 26/11/[redacted] at 9:00 am on the hotel website. I thought it was all settled, but after not receiving any response, I checked both the hotel and Agoda's messages. I realized my email was missing, which I was certain I had sent. I contacted [redacted] and [redacted] by email. The response I received stated the following: Original reservation amount: [redacted].80 EUR Cancellation fee for this reservation: [redacted].80 EU Amount to be refunded to your credit card: 0.00 EUR Cancellation policy of Hotel Argana Agadir I find this situation unfair since the closure of Morocco's borders was out of our control. Moreover, not only are we not being refunded, but we are not even offered a future reservation (hence the unfair situation). What can you do at your end!!! I would appreciate a response to this email. Thank you in advance. How can we resolve this issue: either refund me or provide a credit. Sincerely, Mme VELAY and M GIRAULT

I made a reservation at Ontime Residency via Agoda and paid in advance a week before my stay. Upon arrival, I found the hotel closed due to Covid. The hotel staff instructed me to contact Agoda for a refund. Despite my efforts, I am struggling to reach Agoda's customer service to resolve this matter and request my refund.

Hello, this is my booking [redacted]19. I would like to file a complaint about the payment charged to my debit card. I purchased the accommodation for the specified booking for USD [redacted].20. On Friday, December 3, [redacted], I was charged EURO [redacted].74. The conditions state that the charge would be based on the exchange rate applied by Agoda. I am wondering what this exchange rate could be that increases the price by almost 14 EURO?!?! Could I have some explanations? As of December 3, the USD/EURO exchange rate was 1.[redacted]. This makes the "best price guarantee" policy completely false!

Good afternoon. I am writing about my booking at Manhattan Hotel in Baguio. I have already paid through 7/11, but I have not received any confirmation email. When we arrived at the hotel, they informed me that they did not receive any confirmation under my name, Ronnie Marquez. The front desk staff suggested getting a refund since I had already paid in person. I am eagerly awaiting your prompt response. Thank you.

I booked a hotel through your website, but the hotel did not accept my debit card upon arrival. I was unable to check in and lost $[redacted]. Unfortunately, the customer service representative I spoke with had a thick accent that was hard to understand. I would appreciate speaking with someone who can assist me. I can provide the details of my booking. The hotel is Tuscany Hotel in Las Vegas, and the reservation was made on a Saturday.

Subject: Change Request for Scandic Europa Reservation Hello, I hope this message finds you well. I am reaching out regarding my reservation at Scandic Europa in Gothenburg with order number [redacted]79. Due to a sudden illness in my family, we are unable to make our original dates. We kindly request to change our reservation to the following weekend, from Friday to Sunday, December 10th to 12th. Your prompt assistance in managing this change would be greatly appreciated. Please confirm the rebooking at your earliest convenience. Thank you for your understanding. Best regards, Stefan B.

Subject: Issue with Recent Hotel Booking Dear Sir/Madam, I am writing to address an issue encountered with a recent hotel booking made through a travel agency. I booked a stay at Regency Miami Airport Hotel for two people via Agoda, choosing a higher rate to include breakfast. Upon arrival, I discovered the hotel's kitchen was closed on Mondays and Tuesdays, leaving me and my companion without the breakfast we had paid for. Upon contacting Agoda for assistance, I was unable to reach a real person using their UK phone number, as the automated system indicated my booking was complete. This incident occurred on 06/12/[redacted] and led to an unexpected additional cost of £7 for breakfast at the airport. I am seeking a refund of the price difference between what I paid (£97.80) and the advertised rate (£83), amounting to approximately £14, which aligns with the cost of the airport breakfasts. I anticipate a prompt resolution to this matter and kindly request all communication be directed to this email for my records, per the guidance of Trading Standards. Thank you.

I am interested in booking an ocean view room at The Kasturi Cherating from 14/6/22 to 17/6/22. However, only the corner suite room is available with a refundable option, while the ocean view rooms are non-refundable. Given the current situation with the pandemic, MCO, and uncertainties around school reopenings, it feels risky to commit to a non-refundable booking. A lot could change in the next six months. I really want to stay in an ocean view room at The Kasturi, but I would prefer it to be refundable. Can you assist me with this matter?

I made a booking through Agoda with booking number [redacted]93 for December 8th to 11th. I have already paid in full. However, upon arriving at the hotel, I realized the environment is not suitable for my family, and the rooms are smaller than depicted in the pictures. I checked in today but would like to cancel my reservation for December 9th to 11th. I kindly ask Agoda for urgent assistance in either canceling this booking and arranging a different hotel or refunding the amount for the remaining nights. The hotel itself is not allowing cancellations on their end due to booking through Agoda. Thank you, Abhishek Mitra.