Agoda Customer Service Issues

Good evening Agoda, I'm reaching out from the Philippines regarding a booking issue. My brother mistakenly reserved the wrong size rooms for our upcoming stay, citing a lack of clarity in the booking conditions that were displayed after confirmation. While the terms indicated a non-refundable policy upon cancellation, Agoda's refund policy online notes that cancellations without penalty can be made up to 14 days prior to the stay, with the cancellation deadline specified in the confirmation email. Our check-in date isn't until December 24, and today is only December 7, so I am hopeful we can still make adjustments. Thank you for your attention, and I appreciate your help in resolving this matter. Apologies for any inconvenience caused.

I am writing regarding my recent booking with ID [redacted]30. My reservation was for 8 days from December 7th to December 15th. Upon arrival, my wife and I had difficulty accessing the apartment late at night. Upon entering, we were shocked to find the apartment infested with roaches and a leaking toilet. We were under the impression that we would have a clean, fully furnished apartment with all necessities provided. Despite reaching out to the owner multiple times to request a different apartment, we were informed that no alternatives were available at the time. We have photographic evidence of the cockroach infestation. This experience has been extremely disappointing through Agoda, and we are hoping for a prompt resolution and a full refund. Please contact me at 1-[redacted] at your earliest convenience. Thank you. - Hagop K.

I stayed at the apartment with Booking ID [redacted]30 from December 7 to December 15. Unfortunately, it was difficult to access the apartment until late at night. Upon entering, my wife and I were shocked to find several cockroaches throughout the place. We used our iPhone to take pictures as evidence. Additionally, there was a leaky toilet, the apartment was dirty, and lacked basic necessities. After contacting the owner multiple times via email, they were unable to help us immediately. They mentioned the possibility of switching to a different apartment from today onwards. Due to the unsanitary conditions and safety concerns, we could not stay there last night. I hold the apartment management accountable for this situation and I am seeking a prompt resolution. If this matter is not addressed satisfactorily, I will escalate it further. My contact number is 1-[redacted]. Regards, Hagop Karpouzian.

I am writing to express my extreme disappointment with the accommodations arranged for my wife and me at Grace Residences. The apartment we were provided is infested with roaches, unclean, and has a leaky toilet, which significantly differs from the pictures that were shared with us prior to our arrival. We were unable to stay in the apartment last night due to these issues. I am requesting a full refund of my payment immediately. If this matter is not resolved promptly, I will be forced to escalate it by disputing the charges with Amex and exploring other avenues to recover my funds. My Booking ID is [redacted]3 for an 8-day stay. I eagerly await your prompt response. Thank you. Hagop K. [redacted]2.

I had a disappointing experience with a hotel in Chiang Mai called the Orchid hotel. Despite contacting them multiple times, I did not receive any response. The bathroom was in such poor condition that I could not even shower, and the staff at the reception refused to change my room. I had no choice but to book another hotel, the ART MAI hotel, to ensure a comfortable stay, resulting in double expenses. The staff at the Orchid hotel seemed indifferent to my concerns and made me feel unwelcome. I am now facing a financial inconvenience due to this situation. I have been a loyal customer of agoda, with VIP status, and have always been satisfied with their services. However, I need assistance resolving this issue to avoid incurring additional costs.

Dear Sir/Madam, I am Mr. Lelewan A. from Lamana Hotel Accounts in Port Moresby, Papua New Guinea. I obtained MasterCard details online to manually process transactions for guests' bookings at our hotel. Cards starting with [redacted] worked, but not those beginning with [redacted]. We have 27 pending invoices. Please verify and activate the Mastercards so we can settle the bills promptly. Thank you for your prompt attention and cooperation.

I had an unexpected experience last night! I reserved the Prostyle as Amena Residence did not permit sharing. We arrived at the Paragon next to Prostyle, but it was late, and the front desk informed us our booking was for the following day and charged us $[redacted]! Strangely, our reservation was unrelated to Paragon. It's chaotic as I now have two hotel rooms. I need assistance either canceling or changing the date! Thank you.

Booking ID[redacted]11 for OYO [redacted] West Inn Hotel: Check-in October 18, [redacted], Check-out October 20, [redacted], 2 night stay. I arrived at the hotel only to be informed that it was fully booked and they couldn't provide the room. After contacting OYO, they cancelled the reservation immediately without speaking to the hotel manager. They advised me to seek a refund through your site. This experience was very disappointing. I had to make another booking at Hotel Avista for the same dates; unfortunately, the experience there was also subpar. It is frustrating to book a hotel online and not have the booking confirmed. Please process the refund for this booking.

I made a reservation at OYO [redacted] in Greater Kailash Part 2 from December 4th to December 11th, [redacted], with Agoda booking ID [redacted]57 under the name of Gautam Sharma. Upon arrival, the hotel refused to provide a room, claiming to be full, and did not refund our payment. Local police were involved, and we were eventually given a room the next day. However, the new room had issues such as no hot water, a leaking bathroom ceiling, a non-functional lift, torn bedsheets, and irregular cleaning. The hotel reception was unhelpful, even refusing to provide a bottle of water when requested. I am requesting a refund as the hotel conditions did not match the descriptions on your website. Your assistance in this matter would be greatly appreciated.

I find your site challenging to navigate as it keeps prompting me to download the app, which I am not interested in. When I try to book, the site does not show me where to proceed, and after entering my stay dates, they keep changing. Additionally, once I click on "pay at hotel," you request my card details and mention payment will be deducted seven days before my arrival at the hotel. This has been a pattern in my previous booking attempts on Agoda. In my latest try to book the Waterfront Hotel, I cannot even reach the booking page. I am frustrated with this experience; please refrain from sending inaccurate information. Also, when you provide a price, please include all additional costs upfront to be transparent from the start. Thank you. - Trevor S.

Yesterday, I made a hotel reservation in Munnar, Kerala, India, and received a confirmation email with booking ID [redacted]45 from Agoda. However, my debit card payment did not go through. I received an email stating that I must make the payment soon to avoid cancellation. I tried using another card through the provided link, but it's not working. I also attempted to contact customer service, but no one is answering. This booking is crucial for me, so I need assistance with processing the payment to secure my reservation. Thank you.

I am requesting to cancel Booking ID # [redacted]65 with a full refund. I was shocked to discover I accidentally paid for a non-refundable hotel booking without realizing it. I did not provide any personal information or select a specific credit card for payment. This error with Agoda's app was extremely disappointing. Please reach out to me promptly at my email or (^%) [redacted]5.

I am writing to update you that I am unable to make my flight back to Dubai on December 9, [redacted], as planned (attached is my airline ticket). Unfortunately, my father-in-law passed away today, and I need to extend my stay in the Philippines to support my husband during this difficult time. We will be staying for the burial ceremony with our family. Your prayers and understanding are greatly appreciated during this challenging period.

I would like to share my experience with my stay at SEASON PALACE HUA HIN on December 5-6, [redacted]. Upon our arrival in Hua Hin, I called the hotel for directions as the van dropped us off at Starbucks Hua Hin. The receptionist, although having limited English skills, could not understand my questions. Despite being informed we could take a tuktuk, there was confusion about the color. We had to take a taxi to the hotel and were not allowed an early check-in. This prompted my family to book a different hotel by the beach that allowed an early check-in despite their policy. It would be beneficial for the receptionist to provide more information on transportation and hotel services, as we observed they had a shuttle service but didn't offer it to guests.

I had a booking for Majo Private Villas with booking ID [redacted] in the name of Mr. Ishan Relan. Unfortunately, due to an unexpected emergency, I won't be able to use this booking. I kindly request for a special consideration to refund the booking. If it's possible, I would appreciate open vouchers for two nights within the next year to visit Bali and utilize the booking. I am hopeful for a positive response. Best regards, Ishan

Dear Team, I am writing to inform you that Booking ID-[redacted]21 was cancelled by Yar Zar Tun. The booking was for 6 nights at Arnoma Grand Hotel in Thailand, with a check-in on October 20, [redacted], and a check-out on October 26, [redacted]. According to Angoda's instructions, the refund for this booking should have been processed back to JCB.xxxx-xxxx-xxxx-[redacted]. However, as of today, I have not yet received the refund. Could you please provide an update on the status of the refund? Thank you.

I would like to inquire about the refund status for my cancelled booking at Arnoma Grand Hotel in Bangkok, Thailand. The booking ID is [redacted]21, with a check-in date of October 20, [redacted], and check-out on October 26, [redacted], for a total of 6 nights. Despite being informed through a live chat with Angoda that I should receive the full refund within one month due to making a new booking at the same hotel, I have not received the refund as of today. I would appreciate it if you could provide me with an update on the refund process.

I made a reservation for my aunt and her family at Village Hotel Albert Court by Far East Hospitality in Singapore. Unfortunately, upon arrival, the Deluxe room was much smaller than expected and the bed wasn't large enough for 4 people. Despite booking for 2 adults and 2 kids, it seems unreasonable to expect them all to share one double bed. Agoda assured me the room would accommodate all 4 occupants, but now the father has to sleep on the floor. When they requested a small mattress, they were quoted a daily rental fee of $70, which seems excessive. The room photos were misleading, and had I known it wouldn't comfortably fit 4 people, I wouldn't have booked it. I hope we can quickly address this issue. If a room change isn't possible, the fee for the mattress should be waived. This situation is very disappointing. They are already checked in, so I hope for a resolution before their departure on December 18th. Thank you.

Dear Sirs, I made an error when booking a room at Hotel Ambassador, Sukhumvit 22 in Bangkok for December 15 instead of December 2 using booking ID [redacted]61. I promptly canceled this reservation and re-booked for the correct check-in date of December 2 under booking ID [redacted]13. I kindly ask for a prompt refund to my credit card account for the payment made.

Dear Sirs, I mistakenly booked a room at Hotel Ambassador, Sukhumvit 22 in Bangkok for December 15th instead of December 2nd using booking ID [redacted]61. As soon as I realized the error, I canceled the booking and made a new reservation for December 2nd with booking ID [redacted]13. I kindly ask for the refund to be processed promptly to my credit card account.