Agoda Customer Service Issues

Archive 127

The following are issues that customers reported to GetHuman about Agoda customer service, archive #127. It includes a selection of 20 issue(s) reported October 9, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I made a mistake by booking a hotel with a similar name next door. At check-in, I discovered my error and now need assistance to resolve the issue and book the correct hotel. I acknowledge your policy but hope for flexibility since it's been within 24 hours. I'd appreciate a prompt refund or guidance on rebooking with your company. Thank you.
Reported by GetHuman-ihaveyou on Samstag, 9. Oktober 2021 20:54
Dear Sir/Madame, I recently made a booking for an Alternative Quarantine Hotel in Bangkok at Furama Silom Bangkok. Upon my arrival, I was informed that the mandatory quarantine period had been reduced from 14 days to 7 days. I would like to adjust my check-out date from October 24th to October 16th, [redacted], and receive a refund for the canceled days. Despite my attempts to modify the dates on my own, I have been unsuccessful. I have reached out to customer support via email twice but have not received any assistance. I am hopeful that you can help me with my request. Please let me know if you need any additional information to facilitate the process. Booking ID: [redacted] Email: [redacted] Best regards, Saat Yamdee
Reported by GetHuman-yamdeesa on Sonntag, 10. Oktober 2021 13:35
I need to address an issue with my recent reservation at Mina Mark Beach Resort in Hurghada, Egypt. My arrival on 9-10-[redacted] was more than 3 hours early, yet the hotel refused to honor my reservation despite presenting all the required documents. They demanded extra payment or cancellation without any regard for the booking policy stated on their site. The situation escalated for over five hours with no resolution or respect shown by the staff. After a disrespectful encounter, I was forced to leave, ruining my vacation. I am requesting a refund, compensation for the emotional distress caused, reimbursement for transportation expenses, and an official apology from the hotel manager. - Amr H. Check-in: 9/10/[redacted] Check-out: 12/10/[redacted] Confirmation No.: [redacted] Phone: [redacted] Mina Mark Beach Resort Hurghada, Egypt
Reported by GetHuman6694209 on Sonntag, 10. Oktober 2021 21:38
Booking number [redacted]97, Fraser Suites Perth I made a reservation for 2 adults and 2 children, ages 5 and 3. Prior to our arrival, I confirmed this arrangement with Fraser Suites. However, upon reaching there, the room provided had 2 single beds and a trundle bed, leaving us one bed short. The staff informed me that the room had a 3-person limit and that booking for 4 people shouldn't have been possible. Unfortunately, the hotel was fully booked, so moving us to another room was not an option. To accommodate us, they added another trundle bed, overcrowding the room and violating the hotel's licensing regulations. This situation caused unnecessary stress, especially with young children. When the staff contacted Agoda, they mentioned that my 3-year-old could use a cot bed, but my child is too big for a cot. This issue should be resolved by Agoda to prevent similar incidents for other families.
Reported by GetHuman6694463 on Montag, 11. Oktober 2021 00:29
I made a booking with Agoda a few weeks ago at La Perla Villas in Santorini from October 20th to October 22nd, [redacted]. However, my husband, who was supposed to travel with me, has tested positive for Covid and needs to quarantine for 14 days, which affects our travel plans. Although my booking was non-refundable and non-amendable, the hotel has agreed to refund us. I contacted the hotel and followed their instructions to cancel the booking on Agoda's website to initiate the refund process. The hotel assured me that the refund would be processed through Agoda. I'm now seeking clarification from Agoda on the refund timeline. Unfortunately, Agoda's website only offers an unhelpful chatbot for customer service.
Reported by GetHuman-brunaiba on Dienstag, 12. Oktober 2021 14:23
Subject: Clarification Needed on Booking # [redacted]59 Check-in on Saturday, 30 October [redacted] I recently made a booking with the expectation of receiving a full Irish breakfast since it was advertised as included along with free WiFi. However, upon receiving my confirmation, I discovered that the booking was for room only. Additionally, the requirement for the cardholder to be present with a valid ID was not communicated clearly when I made the booking, causing confusion as I purchased this as a gift for someone else. These details were not transparent during the booking process, and I would not have proceeded with the reservation if I had been properly informed. Therefore, I kindly request to cancel the booking and receive a full refund promptly. I appreciate your prompt attention to this matter. Thank you, Breeda C.
Reported by GetHuman-breedaco on Dienstag, 12. Oktober 2021 17:35
I made a reservation for a quarantine stay through Agoda at Anantara Riverside Bangkok. The hotel contacted me to say the booking was only for Thai residents. There was no indication of this on Agoda's website. I reached out to Agoda but have not received a clear response. The hotel explained that they are not refusing my booking, but it was made under the Thailand Resident Rate for room only. They suggested I contact Agoda to cancel for free due to the circumstances and book directly with them for the Alternative Quarantine package. Here is the email I received from the hotel: "Dear Khun Werner, Thank you for your email. We have no intention of refusing your booking and understand it is for quarantine. Your reservation is under the Thailand Resident Rate with room only. You may need to cancel through Agoda as an exception and rebook directly for the Alternative Quarantine package. Please feel free to reach out for more information. Best Regards, Konnipha Termngam (Sompriew) Reservation Agent"
Reported by GetHuman6702567 on Mittwoch, 13. Oktober 2021 08:41
I emailed Agoda at [redacted] regarding my stay at the Grand Hotel Beirut with booking reference ‪[redacted]17‬. The room I received was not as advertised, and after being "upgraded" to a junior suite, the conditions remain unacceptable. I am sharing pictures for reference. Despite booking a nonrefundable package for 10 days, the hotel's best accommodation is subpar. I am open to transferring my booking to another hotel at the same rate if a refund is not an option. The room lacks cleanliness and basic hygiene standards, evident in the photos attached. The hotel provided only two dirty large towels and lacks essential amenities like hand towels and toilet paper. I urgently need a resolution as I am feeling very stressed. Please reach out to me via call, WhatsApp at ‪+[redacted]‬, or email. Thank you.
Reported by GetHuman-wbekdash on Donnerstag, 14. Oktober 2021 00:09
Hello, I recently booked a two-night stay through Agoda (Booking ID [redacted]18) and encountered an issue with the total amount charged. I had a 14% off coupon for a booking over $[redacted] by Oct 20th, which I applied during checkout. Unfortunately, the discount was not reflected in the final total upon completing my booking. I double-checked by rebooking the same reservation, and the promo worked correctly. Due to the proximity to my check-in date, cancelling and rebooking with the discount would result in further costs. Is there a way to apply the 14% discount retroactively to my initial booking, or issue a refund equivalent to the discount amount to my card? I apologize for any inconvenience caused and appreciate your attention to this matter. Thank you, Sincerely, Jamie R. Email: [redacted] Booking ID [redacted]18
Reported by GetHuman-jamierit on Donnerstag, 14. Oktober 2021 07:10
I mistakenly booked accommodation for my friend under my name and it's non-refundable. I contacted Agoda three times and the resort confirmed they would approve the change once they hear from Agoda. However, Agoda hasn't emailed the resort yet. I reached out to Agoda again, and they explained that their team handling the emails to the resort hasn't addressed my request due to the high volume of inquiries.
Reported by GetHuman6707114 on Donnerstag, 14. Oktober 2021 14:30
I have a booking ID [redacted]89 for a hotel reservation made on 14.10.21. Subsequently, Mr. J from the hotel contacted me to inform about unavailability of accommodation and advised to cancel the booking due to a technical issue. Despite receiving a confirmation email from Agoda, he mentioned that the payment was accepted in error. Following this, I canceled the booking. I did inquire about alternative accommodation within the same hotel, but unfortunately, no options were available. Consequently, I had to proceed with the cancellation. I kindly request a full refund of the booking amount at your earliest convenience. Thank you. Anurag G.
Reported by GetHuman6708009 on Donnerstag, 14. Oktober 2021 18:21
I reserved and paid for a bed and breakfast package but was only provided a room accommodation. The reservation was made on October 10th with ID [redacted]55 at the Green Gables Hotel in Scarborough, UK. The room I booked through Agoda was supposed to include breakfast as it was clearly indicated on the site with a green square symbol. Upon arrival, the hotel informed us that breakfast was not part of the booking. Interestingly, Booking.com offered the same room rate with breakfast included or a cheaper rate for room only. Despite my daughter emailing Agoda on the day of our stay and my numerous attempts to contact them by phone – where I could not reach a customer service representative despite providing my correct booking ID and payment details – I have not received any response. I am eager to hear back as I feel deceived. Regards, V.C.
Reported by GetHuman-vcshaw on Freitag, 15. Oktober 2021 10:40
Agoda Booking Issue I recently reserved a room in Pondicherry through Agoda for October 16th to October 19th. The hotel I booked, Shubam Residency, had an address listed on MG Road Area in Pondicherry, close to Rock Beach. However, upon contacting the property for check-in details, I was informed that it is actually in Thiruvanamalai. Unfortunately, due to their cancellation policy, I am unable to get a refund now. I am disappointed as I am now out of [redacted] INR and my family will have to find accommodation when we arrive in Pondicherry tomorrow, affecting our vacation plans.
Reported by GetHuman6710755 on Freitag, 15. Oktober 2021 15:28
I made a reservation for a room at Berjaya Kuala Lumpur because it was advertised as being an extra low cost option with no refunds. However, upon checking another similar room on Agoda, I discovered a higher rate for a room without taxes, making it much cheaper than the one I originally booked. This alternative room also allows for free cancellation. I'm puzzled as to why the supposedly cheaper "extra low cost" room is actually more expensive and non-refundable when compared to the room with a higher rate but better terms. I feel this may be misleading and unethical on Agoda's part. I expected Agoda to offer the best rates compared to other websites, but finding a pricing discrepancy on their own site raises concerns. I prefer to choose the room without the "extra low cost" option for the better value and cancellation policy. I would appreciate a refund for my initial booking. For further details, please contact me directly. Thank you.
Reported by GetHuman6712897 on Samstag, 16. Oktober 2021 04:17
I am a returning customer of Agoda. I made a hotel booking for December 18, [redacted], along with my Turkish Airlines flight under ticket number [redacted][redacted] from ISB to IST and from IST to JFK. Both the hotel and flight bookings are confirmed. Unfortunately, my flight was canceled by the airline, and now I am unable to travel as originally planned. I have tried contacting Agoda's helpline multiple times. Agoda advised me to contact the hotel directly via phone for cancellations or date changes, but each time I call, the hotel states they cannot assist me as the booking was made through Agoda. Agoda, in turn, refers me back to the hotel, creating a frustrating back-and-forth situation. The hotel's cancellation policy would charge me 86% of the booking amount, which is unaffordable for me. I am reaching out to Agoda to kindly request a full refund as this situation was not caused by me. Currently, there are no available alternative flights or seats. I am eagerly awaiting a prompt response from Agoda regarding this matter.
Reported by GetHuman6713676 on Samstag, 16. Oktober 2021 13:47
I have a concern regarding a booking for Mr. John Obrero. The Booking ID is [redacted]72. The hotel, Privato Quezon City, has specific requirements for guests, limiting stays to those on quarantine or health frontliners with offices nearby. Unfortunately, Mr. Obrero and I do not meet these criteria, and the hotel notified us that our booking cannot be accommodated. I only recently discovered this requirement upon reviewing their email. The booking is for Oct 19-20, [redacted]. We are seeking advice on how to proceed with this cancellation since the stay is approaching quickly. Your prompt assistance would be greatly appreciated. Thank you.
Reported by GetHuman-marosequ on Samstag, 16. Oktober 2021 13:48
I made a reservation at LaQuinta by Wyndham in Atlanta, GA but encountered multiple issues during my stay. Firstly, we were given a room with a broken door handle and had an unwelcome encounter with a maid entering the room unannounced. Despite being moved to a second room due to the door issue, we discovered roaches crawling all over the room during the night. This situation was extremely disturbing and led us to pack up and move in the middle of the night. Seeking a refund for such a distressing experience, the hotel referred me back to the booking company. I urge you to address this matter promptly with the hotel as the conditions were unacceptable, and I have evidence of the roach infestation. This type of accommodation should not be recommended to others. Thank you for your assistance in resolving this unpleasant situation.
Reported by GetHuman6713938 on Samstag, 16. Oktober 2021 15:29
I made a hotel reservation on the 17th around 3:48 a.m. However, after completing the payment and booking process, I did not receive a confirmation email from Agoda. When I contacted the hotel with my booking ID, they informed me that they have no record of it in their system. Additionally, when I tried to input my booking ID on the website, it stated that the number was invalid. An amount of RM [redacted].27 has been deducted from my account. Unfortunately, I am unable to check in at the hotel due to Agoda's oversight. I am requesting a refund of the charged amount.
Reported by GetHuman-amalekf on Sonntag, 17. Oktober 2021 04:22
I'd like to share my experience with my recent stay at The Plaza in Doha. Despite their website and your links describing the hotel as very good, it turned out to be dirty and old. The torn curtains, dirty windows, and unacceptable bathroom left much to be desired. My main issue arose when I discovered the rooftop pool, a key reason for choosing this hotel, was closed due to nearby construction. The hotel mentioned they couldn't issue a refund as they lacked my card details, suggesting I contact you instead. Stranded without an outdoor space or pool, I had to secure alternate accommodations and respectfully request a prompt refund issuance. It's clear the hotel's facility descriptions need updating. Please expedite my refund, as per the hotel's acknowledgement of the situation.
Reported by GetHuman6715650 on Sonntag, 17. Oktober 2021 06:59
I made a booking for 2 days at VVR Hotel in Istanbul through the Agoda website and received a confirmation email with Reservation Number #[redacted]31. However, upon arrival today for check-in, VVR Hotel informed me that they do not deal with Agoda website reservations online. I am confused as to how Agoda could book and confirm a reservation when there are no available rooms. I have contacted Agoda again, and they mentioned that it is their issue, not VVR Hotel's. I am now left in a difficult situation as the reservation is non-refundable. This is my first time using Agoda, and I am disappointed to encounter a fake reservation after a long journey, leaving me to search for a new hotel. I even had to pay extra for another room promptly after a tiring trip. Despite sending immediate emails, I have received no response or feedback. I hope to find a solution to this matter soon as I am out of options.
Reported by GetHuman-ramyerai on Sonntag, 17. Oktober 2021 11:25

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