Agoda Customer Service Issues

Good afternoon! My name is Evita Sarenas, and I made a reservation through Agoda for Marco Polo Hotel in Davao, Philippines from March 26-29. I reached out on your website last week to inquire about the possibility of canceling my booking due to the community quarantine enforced by the government because of the coronavirus situation. While I understand that my booking is non-refundable, I am not seeking reimbursement considering the circumstances. I kindly ask if it's feasible to transfer the payment to my next reservation at Marco Polo, Davao. I have spoken to the hotel directly, and they confirmed their willingness to accommodate this change. However, since I made the booking through Agoda, your assistance is required to communicate this to them. Today, March 26, the hotel contacted me to check for updates from your end. Upon checking my Agoda account, I noticed that my booking is still active. The hotel mentioned that my request sent through your platform was directly received by them. I would greatly appreciate a response from your team. Thank you for your attention!

I made a reservation for a one-night stay at The Radisson Hotel Downtown Winnipeg on May 7. Unfortunately, the event I was planning to attend has been canceled due to COVID-19. I am kindly requesting a refund for my booking. I am aware of the cancellation policy but given the global circumstances that were unforeseen, I hope you can consider my situation. Thank you. Anthony K.

Hello, I am writing to request a refund for our booking that was scheduled for March 13 to 18. I have attached the booking confirmation to this email. I want to emphasize that due to the current NCoV situation in our country (Ph), it is unsafe to travel. We made the decision to cancel our flight following President Duterte's announcement of a travel ban for all domestic flights on March 12, [redacted], around 9:00 PM, as I'm sure you are aware. With the rising number of cases in the country, we are concerned about potential international travel restrictions that could leave us stranded in Bali. Considering the extenuating circumstances and the global impact of this virus, we kindly request a full refund. I look forward to hearing from you soon. Best regards.

Booking ID [redacted]: I recently attempted to postpone my booking due to Covid. After canceling online and worrying about losing the $[redacted] I paid to Quest, I reached out to them directly. They kindly reinstated my booking with no issues. To ensure everything is in order, they are sending me a confirmation email. I have been trying to inform you about these changes and seek assistance urgently. The cancellation was a misunderstanding as I thought I would receive a refund. In this challenging time, I, an 87-year-old widow, am very concerned about this situation and the significant amount of money involved, which I saved from my pension for this trip. I kindly request to speak with a representative. Thank you. Yvonne G.

Good morning, I was scheduled to fly to Sydney on March 28, [redacted], from Manchester, England, which was canceled due to the virus. I have two hotel rooms booked at Sydney Hotel QVB for April 10, with booking reference [redacted]99. Due to our inability to travel, I kindly request a refund for these rooms. My husband has lost his job because of the virus, and we are experiencing financial hardship. A credit note is not suitable for us as we do not plan to visit Australia in the future. I contacted YEHS Hotel QVB Enquiries, who advised me to reach out to Agoda directly for a refund. I am feeling distressed as I try to navigate this process during such a difficult time. Your prompt assistance in processing this refund would be greatly appreciated. Thank you. Best regards, Margaret D.

Hello, I'm Arkar Hein. I recently contacted Agoda customer service regarding my booking issues (Booking ID: [redacted]77). Due to my country's lockdown and the cancellation of my flight, I am unable to travel on the originally booked date. The hotel only offered to change the dates until April 12, but the dates I need are not available. As my job only allows time off on those specific dates, I need assistance in discussing my situation with the hotel to find a suitable solution. Your help in this matter would be greatly appreciated. Thank you, Arkar Hein

Booking Reference: [redacted]51 Hello, I wanted to share that I canceled our booking on March 18th following the provided instructions in your email. However, we did not receive a refund for our stay in France on April 8th and 9th, as the country is in lockdown during this period. Before canceling, we verified with the Explorers Hotel that we were eligible for a refund but were directed to claim it through our travel agent. We have an email from the hotel confirming this, which we can share with you if needed. Unfortunately, my attempts to reach you by phone have been unsuccessful. We request either a refund, a voucher for future booking, or an explanation for the lack of refund. Thank you. Warm regards, Jenna F.

I recently emailed the manager at Stamford Sydney Airport regarding my booking for Thu 2 April. I explained that due to the travel restrictions from NSW to Adelaide by the government, I am unable to make it to my wedding which was scheduled for Fri 3 April [redacted]. I expressed my disappointment because I enjoy staying at their hotel but had to cancel due to circumstances beyond my control. I requested a refund or a credit voucher for future use when the travel restrictions are lifted. I have had a response from them this morning stating that the booking was actually handled by Agoda and not by them, although I made the booking through Booking.com. I hope this issue can be resolved promptly. Thank you. Richard Hart.

Good day, I am N.B.M. with Agoda Booking ID [redacted]93. I have a reservation at G Langkawi Motel from April 19 to April 22, [redacted]. Due to the community quarantine and the coronavirus outbreak, I need to cancel my booking for safety reasons. I kindly request a full refund. Additionally, with AirAsia suspending all flights from March 28 to April 21, my travel plans are affected. The situation in Malaysia requires everyone to stay at home. I greatly appreciate your understanding and prompt response. Thank you.

Dear Team, I trust that you are all staying safe during these challenging times. Unfortunately, our upcoming trip to Thailand has been canceled in light of the current pandemic situation. As a paramedic in the UK, my work with the emergency services prohibits me from taking any time off due to the virus outbreak. As a result, I am uncertain when I will be able to reschedule my holiday. While I am aware that our room reservation is non-refundable, given the unprecedented circumstances we find ourselves in, we kindly request a full refund for our booking. Booking Reference: [redacted]71 Thank you for your understanding and support. Warm Regards, Fern

Booking ID [redacted]93 We have a prepaid reservation at Imperial Court Studios in London from April 29th to May 3rd. Unfortunately, due to the current global lockdown, we are unable to travel from New Zealand. Although we understand the booking is non-refundable, we kindly request a refund to the Visa card used for payment. We are aware that Agoda holds the funds until after our stay, which is why we are reaching out to request your assistance. We hope for a prompt response and appreciate your understanding during these challenging times. Looking forward to future bookings with your company. Best regards, Helen F. New Zealand

I have a booking at the Bishop Lei Hotel in Hong Kong from April 7th to April 15th with booking ID: [redacted]92. Initially, I noticed that I could cancel the reservation before April 5th for a full refund. However, upon checking recently, it appears that the cancellation is no longer refundable due to two Covid-19 cases at the hotel. I would like to cancel my reservation with a full refund considering the special circumstances. I recall reading on the website that normally cancellations are fully refundable. I have already reached out to the hotel, but they directed me to contact Agoda for assistance with this matter. I kindly request Agoda's support in processing the cancellation with a full refund. Looking forward to your response.

Dear Guest, We regret to inform you that due to the current COVID-19 situation, ibis Dinant Centre will be closed from Monday, March 23, [redacted]. If you wish to reschedule your booking without any additional costs, please contact us via email. Our priority is the safety and well-being of all our guests and team members in these challenging times. We apologize for any inconvenience and hope to welcome you back soon. For further inquiries, feel free to reach out to us via email at [redacted] or by phone at +32(0)82 21 15 00. Thank you for your understanding and ongoing support. Véronique Degives General Manager ibis Dinant Centre

Hello! I recently made a booking at Furama Riverfront hotel for April 11th to 12th through Agoda. However, I need to cancel the reservation because I was not aware that locals cannot book during that period. I am disappointed by Agoda's lack of transparency regarding this restriction. I usually rely on Agoda for my hotel bookings, but the inability to contact them directly and the issue with canceling for a full refund has left me frustrated. Moreover, the terms and conditions were not clearly presented, and there was no mention of the hotel's policy. Imagine if I had arrived on April 11th only to find out I couldn't check in, despite already paying in full. Initially, it seemed like there was a 'free cancellation' option, but now it shows as non-refundable. This experience has made me hesitant about using Agoda in the future. I hope for a prompt response to address this matter, or I may have to escalate my concerns to the main office for further assistance. Thank you for your attention.

I need to cancel my booking with the ID: [redacted]36 at Comfort Inn Burlington. Due to the pandemic, my university has canceled all internships, and with lockdowns in many places, I won't be able to go. I know it's nonrefundable, but considering the circumstances, I'm hoping for a special arrangement for a full refund because of the outbreak. Thank you for your help. Victoria H. Ps: Please contact my mom, Cathy, at +[redacted]-[redacted]-[redacted]-[redacted]. Thank you.

Due to the current circumstances with Covid-19, my father received a notification that our hotel reservation is no longer valid. We did not cause this issue, and we are seeking either a refund or the option to reschedule our stay to the end of September instead of May. We have been in touch with the hotel, and they agreed to change the date, but we are instructed to contact Gouda. We tried calling the number provided, but it appears to be incorrect. How can we resolve this situation? Please reach out to me via email promptly. Booking ID: [redacted]47.

Hello, I am facing challenges due to the Coronavirus situation, and I am unable to obtain a visa. This is my third email requesting a refund. I am currently in Canada and I am unable to reach you via phone at the provided number due to a Spanish-speaking answering machine. I included my phone number, [redacted], in my email yesterday for you to contact me. I am unsure of how to proceed and I am seeking assistance to resolve this matter. My booking number is [redacted]50. Thank you. - Mohammad K.

Dear Sir or Madam, I had a reservation at the Peter 1 Hotel in Moscow through Agoda from 27.03 to 29.03 with the booking ID [redacted]79. My reservation had free cancellation until 26.03 and was supposed to be paid at the hotel, not online. Despite canceling on 18.03 and receiving confirmation of the cancellation, it seems that the hotel charged me and did not issue a refund. On my debit card statement, there is a "reserved assets" entry of [redacted] euros from the hotel on 16.03 that has not been refunded as of today (09.04). I kindly request you to investigate why the hotel charged me when my booking did not require online payment and when I can expect a refund. For further inquiries, please reach me at +[redacted]58 or [redacted] Thank you in advance, and I look forward to your prompt response.

Subject: Agoda Booking Assistance Needed Dear Sirs, I hope this message finds you well. Yesterday, I reached out to Agoda regarding my booking ID [redacted]19. Unfortunately, due to the lockdown in Greece and the cancellation of an event as a result of COVID-19, I am unable to keep my reservation for May 9, [redacted]. In compliance with the Greek tourist laws during this challenging time, I believe I am entitled to a refund of 85 euros despite booking under a non-refundable rate. I received a response from Agoda confirming that the cancellation is free, but I was directed to the owner of "Giorgos House" who then advised me to contact Booking.com for the refund process. Upon speaking with Booking.com, they redirected me back to Agoda, creating confusion regarding who will handle the refund - Agoda, Booking.com, or "Giorgos House." I am eager to understand the refund procedure, timeline, and which entity will facilitate the process. I am also puzzled by the request for a PIN number from Booking.com as they mentioned that only Agoda can provide further details on my reservation. I kindly await your prompt response to clarify the refund process. Thank you, Moschaki Eftychia [redacted][redacted]

Hello Agoda Support, I had a reservation at Hotel Avillion Cameron Highlands for March 18th to March 19th, [redacted]. Due to the MCO restrictions, I contacted Agoda for assistance. Initially, I was asked to get confirmation from the hotel, but encountering difficulty in reaching Agoda, I messaged them on Facebook to cancel my reservation. Upon contacting the hotel directly, they confirmed they were not accepting guests during the MCO period and requested Agoda to refund all affected bookings. Unfortunately, Agoda cited their terms and conditions for not processing a refund. This is my first time using Agoda, and I am finding this situation quite complex. I would appreciate it if Agoda could provide an alternative solution, such as rescheduling my reservation for a later date post-MCO, even if it incurs additional charges. Your understanding and assistance on this matter are greatly valued. Thank you for your consideration. Stay safe!