Agoda Customer Service Issues

Archive 112

The following are issues that customers reported to GetHuman about Agoda customer service, archive #112. It includes a selection of 20 issue(s) reported October 9, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I booked a 4-star hotel for 3 nights. Upon checking in at 5:30 today, I was disappointed to find broken facilities everywhere, from doors and floors to shower taps. The whole place seems rundown and uninviting. I cannot stay another night here. Please cancel my booking for the next two nights or arrange for me to stay in a different hotel.
Reported by GetHuman-evanbath on venerdì 9 ottobre 2020 14:37
Subject: Urgent Refund Request for Booking Number [redacted]91 To whom it may concern, I am writing to address a serious issue with our recent reservation at the Appart'City hotel in Strasbourg. On the night of August 8th, [redacted], we arrived at the hotel only to discover that it was closed without any prior notification. Despite our booking made through your agency with booking number [redacted]91, we were left stranded and unattended. The lack of communication regarding the hotel closure is deeply concerning. After lodging a complaint, we were advised that the responsibility for notifications and refunds lies with Agoda. We are dismayed by the mishandling of the situation and demand a prompt refund by October 30th. We feel deceived by the lack of service provided despite payment being made. In light of these circumstances, we expect a swift resolution and await your response. A sincere apology along with the refund is necessary to address our dissatisfaction with the entire experience. Sincerely, R.S. / M.E.
Reported by GetHuman-ruedisch on mercoledì 21 ottobre 2020 09:42
Dear Sir or Madam, In January [redacted], we made a reservation with your agency for a room at the Appart'City hotel in Strasbourg, booking number [redacted]91, for August 8th to 9th, [redacted]. Upon our arrival, we found the hotel closed without any prior notification. Despite trying to contact them, we received no response. The hotel's response stated that they had informed all partner agencies of the closure and that Agoda, to whom the payment was made, should handle the refund. We find this situation completely unacceptable and demand a refund by October 30th. Your lack of communication and failure to provide the service we paid for is highly unprofessional. We expect a prompt resolution and a sincere apology to avoid further action on our part. Sincerely, R.S. / M.E.
Reported by GetHuman5389849 on mercoledì 21 ottobre 2020 15:49
Subject: Assistance Needed for Hotel Enrollment Hello, I am Mohammad Shahed Alam, the General Manager of Hotel The Cox Today in Cox's Bazar, Bangladesh. In the past, we have successfully received bookings through Agoda.com with the help of third-party agents managing our online travel agency accounts. Unfortunately, due to the pandemic, our agents have ceased operations, and we are now seeking guidance on how to independently register our reputable hotel. Hotel Name: Hotel The Cox Today Website: www.hotelthecoxtoday.com Contact: M Shahed Alam CHA, General Manager Phone: +[redacted][redacted] Email: [redacted] Landline: +[redacted]0 ext: [redacted] IP Phone: +[redacted] [redacted] ext: [redacted] Your professional assistance in this matter would be greatly appreciated. Thank you.
Reported by GetHuman5395617 on venerdì 23 ottobre 2020 09:57
I made a reservation at America's Best Value Inn & Suites Macon at Eisenhower Parkway in Macon, GA for the night of Thursday, October 15, [redacted] through your website. The booking reference number is [redacted]78 and the charge on my Visa credit card ending in [redacted] was $34.41. I am requesting a full refund for this charge due to various reasons. Firstly, the room was extremely dirty and infested with bugs, making it the worst room I have ever stayed in at 75 years old. Secondly, there was mold all over the shower and shower curtain, which led me to avoid using it and ultimately check out on Friday, October 16, [redacted] without showering. Lastly, I felt unsafe due to the presence of young, suspicious-looking men in the parking lot throughout the night, causing concern for my safety and the security of my car. This stay was by far the most unpleasant hotel experience I have encountered.
Reported by GetHuman5397277 on venerdì 23 ottobre 2020 19:15
Subject: Hotel Reservation Issue Booking ID # [redacted]64 I recently reserved a room at Hotel MX Lagunilla. The initial price was $21 NZD but kept increasing as I booked. I intended to stay for 7 nights but could only afford 5 due to the fluctuating prices and the message stating 'Our last room'. Yesterday, I noticed the price had gone back to $21 NZD per night. The inconsistent pricing reminded me why I had stopped using Agoda in the past. I had hoped to give it another chance, but if this continues, I may need to explore other options. I believe some form of compensation, like a free night, would be appropriate for this inconvenience. I eagerly await your response, Thank you, Violet Claire W.
Reported by GetHuman5399893 on sabato 24 ottobre 2020 19:19
I made a booking through Agoda for one night at the Mercure Hotel North Terrace Adelaide. Despite seeing ads for free cancellations repeatedly, my booking didn't offer that option, likely due to it being a special. After receiving the confirmation, I found out I was booked for November 5th to 6th instead of my requested dates of November 3rd to 4th. I urgently need this corrected. Upon revisiting the website, I noticed the date selection defaulted to the 5th & 6th, even when I selected different dates. The site kept reverting to the wrong dates. Additionally, there's an incorrect telephone number on the page. My name is Derek B.
Reported by GetHuman-binstedd on martedì 27 ottobre 2020 08:14
Hi, I need some assistance. I have a booking for tomorrow at QUO VADIS DIVE RESORT, and I attempted to cancel it to upgrade, only to discover the no-refund policy. My intention was to personally check in at the hotel tomorrow to secure the booking, as I have reached out to the hotel about it. However, they informed me that the booking was already canceled, and no payment has been received for my reservation. They mentioned that if I choose to show up at the hotel and proceed with the booking, I would be treated as a walk-in customer and will have to pay again. Agoda has sent an email stating the resort's cancellation policy as a no-refund policy, but I noticed they actually offer free cancellation before October 30, and I canceled it on October 29. I'm requesting a prompt full refund for this. Thank you.
Reported by GetHuman5416386 on venerdì 30 ottobre 2020 01:38
URGENT! Must be done by 4:00 PM today! My hotel wants to cancel my room for free as a gesture of goodwill. I booked through AGODA but can't cancel on their website. Here is the email from the hotel: Dear Mrs. Kutz-Breimer, Thank you for your inquiry. We regret that you need to cancel your trip. As a gesture of goodwill, we accept the free cancellation. Unfortunately, you booked through our partner Hotelbeds. Please cancel the room the same way. We don't have direct access to their booking system and can't cancel your reservation. This must be done by 4:00 PM on the day of arrival. After this deadline, the process will be completed, and the agreed cancellation policy will take effect. We hope to welcome you at a later date. For further questions and requests, feel free to contact us. Best regards, Mrs. Nurgül Özer Reservations Agent Deutsche Hospitality IntercityHotel Freiburg Bismarckallee 3 | [redacted] Freiburg, Germany Reservation T +49 [redacted] – [redacted] | F +49 30 [redacted] – 99 | E [redacted]
Reported by GetHuman-bfsbreim on venerdì 30 ottobre 2020 10:55
Good evening. My name is Jorge Rufas Ferrando. I would like to file a complaint as I feel deceived. I had a reservation in Madrid with the ID [redacted]43. The rate was non-refundable, but I couldn't travel due to the state of emergency in Madrid. I contacted the hotel to inquire about changing dates or a refund, and they said they were willing but directed me to you as the booking was made through AGODA. When I reached out by phone, you informed me that neither option was possible due to the hotel's policy. I spoke to the hotel again, and they stated that was completely false. I feel powerless in this situation. I have managed to reschedule my non-refundable train ticket, leaving it open for a later date. In the past, during the previous state of emergency in March, I had a trip to Germany booked with another company who promptly refunded my flights and hotel. This is my first time booking with you, and I assure you it will be the last. I will also share this experience with as many people as possible. I've been traveling for many years and have never encountered such a situation. I understand non-refundable rates, but I also recognize a force majeure event, which this is. I hope you will at least have the courtesy to respond, unlike the dismissive treatment I received on the phone. Sincerely, Jorge Rufas Ferrando.
Reported by GetHuman-elqueleg on sabato 31 ottobre 2020 21:26
Hello, I had made and paid for a reservation at the Fasthotel Montpellier Est Parc Expo located at [redacted] Rue du Rajol, Mauguio, France for the night of October 22-23, 20. Upon my arrival at 11:30 pm, I found the hotel gate closed, preventing me from accessing my room. As a result, I had to seek accommodation elsewhere for the night. I would appreciate guidance on how to resolve this issue. Thank you in advance. Best regards, Jocelyne Jolly
Reported by GetHuman5422618 on domenica 1 novembre 2020 11:16
I made a reservation for Norfolk Royale Hotel on agoda.com using the booking ID [redacted]43 and reference ID SH[redacted]1. Upon arrival, we were asked to wait despite having our confirmation. Eventually, we were informed by the hotel that they had received notice of our booking being canceled by agoda. The hotel rectified the situation but provided us with a smaller double room instead of the standard double I had booked. This was disappointing, as I would have selected another hotel had I known this was the only option. The lack of communication and apology for the inconvenience during check-in left us dissatisfied with the overall experience at the hotel. - J. B.
Reported by GetHuman5423066 on domenica 1 novembre 2020 15:52
Hello, I'm writing to inform you that I received a credit note on May 4, [redacted], from Agoda (Agoda Cash [redacted]97) after canceling a booking (July 24-27, [redacted]) due to the COVID-19 pandemic. The provided email details the credit value. The Agoda Cash is set to expire on November 4, [redacted]. Unfortunately, I am unable to re-book as Australia's flight bans are still in place, with no confirmed dates for when flights will resume. I understand the challenging circumstances we are all facing but would like to request an extension of the expiration date so I can use the Agoda Cash credit once the international flight bans from Australia are lifted. I appreciate your understanding and consideration in this matter. Best regards, M.E.
Reported by GetHuman-meckett on lunedì 2 novembre 2020 02:40
I attempted to contact their 24-hour hotline but was unable to reach them. Kindly issue a refund for my booking with QUO VADIS DIVE RESORT. I tried to cancel to upgrade, but was informed of a no refund policy. Despite intending to show up at the hotel tomorrow to secure the booking, the hotel claims it was cancelled and they haven't received payment. If I choose to proceed with the booking, Agoda informed me of a free cancellation policy before October 15. I canceled before this date and would like a prompt full refund. This situation is very frustrating, and a complete refund would be greatly appreciated. Thank you.
Reported by GetHuman5416386 on lunedì 2 novembre 2020 23:35
I am Poon from Malaysia, a long-time customer of Agoda.com. I am disappointed that Agoda has not shown support during the current economic crisis caused by the Coronavirus. With travel restrictions in place preventing inter-district/state travel in Malaysia, it is challenging to utilize my AgodaCash. It would be beneficial if Agoda extended the expiration date for this credit. Many customers are facing the same dilemma. While this situation is disheartening, it serves as a lesson for us to explore alternative booking options in the future. Thank you. Regards, Poon.
Reported by GetHuman-johorlad on martedì 3 novembre 2020 07:46
When I searched the apps for Novotel Nathan Hotel Hong Kong, it indicated free cancellation. However, after completing my booking, I received an email stating the booking is non-refundable and cannot be changed. With uncertainties around travel due to negotiations between Singapore and Hong Kong, I am not asking for immediate cancellation but to have the option for free cancellation if needed. I kindly request flexibility in case I am unable to fly on the specified dates. Thank you.
Reported by GetHuman-dyst on mercoledì 4 novembre 2020 07:05
Dear Sir/Madam, I am writing to express my deep disappointment with Agoda regarding a recent booking experience. I reserved a room at an OYO hotel in Mumbai with booking ID [redacted]09. After paying Rs. [redacted] at 11:30 PM, I realized that the address provided was 4 km away from the actual hotel location. Upon arrival, I was informed by OYO staff that the hotel was closed due to lockdown measures. When I contacted OYO, they directed me to seek reimbursement from Agoda, as they were the booking platform. However, I was unable to reach Agoda's contact number for India. I kindly request a refund for the amount paid.
Reported by GetHuman-garagaba on lunedì 9 novembre 2020 08:31
I am having trouble canceling my reservation at the Tai Pan Hotel in Bangkok from 12/22/[redacted] to 01/12/[redacted]. My ID number is [redacted]53. My name is Jennifer H. Cross, and I reside at 57 Mc Larty Rd, Pinjarra [redacted], WA. Despite multiple attempts, I cannot cancel online as the system shows no booking. I entered my booking ID and the last 4 digits of my credit card, but it still doesn't work. Agoda sent an email on November 8th threatening to cancel unless I pay within 44 hours. I do not intend to keep the booking and request Agoda to confirm the cancellation due to travel restrictions from Western Australia because of the virus. I have a record of my cancellation emails and await Agoda's confirmation. Thank you.
Reported by GetHuman5445419 on lunedì 9 novembre 2020 09:17
I am feeling upset and let down by Agoda. I booked an OYO hotel in Mumbai through Agoda with ID [redacted]09. I paid Rs.[redacted] at 11:30 PM, and my booking was confirmed at the OYO hotel. However, the address provided during booking was 4 km away from the actual hotel location. Upon arriving, I was informed by OYO staff that the hotel was closed due to the lockdown.
Reported by GetHuman-garagaba on lunedì 9 novembre 2020 09:34
I was incorrectly charged for a reservation on October 9-11 at EconoLodge in Sequim, Washington. Despite attempting to book through Agoda, I never received confirmation, and my account on the website still shows no reservation. I have already paid EconoLodge for my stay. Due to your system being down when I tried to contact Agoda, I couldn't confirm or cancel. The $[redacted].76 charged to my credit card needs to be refunded promptly. My next steps may involve disputing the charges and contacting the Better Business Bureau, as well as sharing my negative experience online regarding your services.
Reported by GetHuman-cjanaube on lunedì 9 novembre 2020 19:22

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