Agoda Customer Service Issues

Good afternoon, I wanted to inform you in writing that there has been a duplicate booking issue with one of the reservations I recently made on your website Agoda. The reservation was duplicated, and I would like to invalidate/cancel one of them. It should be easy for you to locate them as both reservations were made between 10:00 pm and 11:00 pm today, August 13th, under my name: Suka Nogal Gonzalez. They have the same amount and accommodation plan. I do not want both bookings to go through, so please cancel one of them. I am concerned about the duplicate charge, and I insist on canceling one of the reservations. I am leaving my phone number for you to contact me as soon as possible. Thank you for your assistance, and I look forward to hearing from you. Suka Nogal Gonzalez Phone: [redacted].[redacted].[redacted]

Good afternoon, I would like to inform you in writing that there has been a duplicate booking issue with your Agoda website. Two reservations were mistakenly made within an hour of each other today, August 13th, between 10:00 pm and 11:00 pm. Both bookings are under my name, Maria Luisa (Suka) Nogal Gonzalez, with the same amount and accommodation details (reservation numbers: [redacted]31 - [redacted]95). I do not want the expenses to duplicate, so I kindly request the cancellation of one of the bookings. I am worried about the duplicate charges and would appreciate prompt attention to this matter. Please use my phone number to reach out to me. Thank you for your assistance, and I look forward to hearing from you soon. Suka Nogal Gonzalez Phone: [redacted].[redacted].[redacted]

Hello, I wanted to share my recent experience at Gateway Hotel on August 14, [redacted]. At 2:10 PM IST, I arrived at the hotel's check-in section. I presented my ID and booking confirmation received from Agoda - VIP Member, Booking ID [redacted]77. At 2:15 PM, there was a heated discussion with the hotel staff about their policy of not accommodating children despite my booking clearly stating 2 adults and 2 children. This led to a conflict that other guests witnessed. The reception personnel, claiming to be the manager, delayed the check-in process, citing it was a booking.com reservation rather than Agoda and disagreed on accommodating the children. Eventually, Mr. Sai Venkat, the Sales Executive, and later, Mr. J. Gopalakrishnan, the Head Manager, intervened and resolved the issue, apologizing for the inconvenience. I was checked into a room by 3:43 PM. I appreciate Mr. Gopalakrishnan's assistance and customer service in sorting out the matter. Despite this, I have some questions and concerns for future stays and interactions with Agoda bookings and hotel policies. Thank you, [Redacted]

Hello, my name is Connie Sleeper. I made an online booking with your company last night for a room at Circus Circus with double queen beds. I planned to check in tonight and check out on Saturday for a total cost of under $[redacted]. However, I noticed the current rate online is $40 a night, different from the $20-something rate I initially saw. The hotel confirmed their rate is around $34 a night. I prefer to pay with another card upon arrival and not online, since I have cash loaded on it. I compared prices with hotels.com, which offered the room for $20-something. I'm unsure if I got the best price through your site. Could you please give me a call soon to clarify this matter? Thank you.

Good morning, I'm Luigi B. and you can reach me at [redacted] I made a reservation for a room for two at Hotel Campanile Avignon Sud (France) for August 18th. My check-in time was between 10-11 p.m. My booking confirmation number is [redacted]47, and I paid 68.88€ via PayPal. Upon arrival before 10 p.m., the receptionist claimed the hotel was fully booked for two days, despite my prepaid reservation through Agoda. I am seeking a prompt refund of 68.88€ from your organization. Thank you for your rapid assistance.

On August 18, [redacted], I attempted to make a reservation at Country Inn Suites in Sahibabad, Ghaziabad, Uttar Pradesh, India. While trying to pay with my credit/debit card for 4448INR, a notification informed me that the transaction was canceled and the booking was unsuccessful. I tried a second card thinking it was a banking error, but the same issue occurred again. Within a few minutes, I received messages from both banks stating that [redacted] INR was deducted from each card, totaling [redacted] INR, without the hotel booking being confirmed. I kindly ask for a review of this situation and for a refund of my money.

I made a hotel reservation through Agoda with Booking ID [redacted]53. After receiving a confirmation email, I tried to locate the property on 19th August at 5:30 PM near Don Bosco University Guwahati, mentioned in the invoice. Despite using GPS, I couldn't find the property exactly as described. I found a similar building from the web image but without any commercial posters. When I inquired inside, the owner informed me that he no longer operated a hotel and was not associated with any travel agency. Stranded due to the lockdown restrictions, I couldn't find an alternative place to stay. Exhausted, I ended up spending the night at the Bus Station, where unfortunately, my laptop and bag were stolen.

During my stay at the Russian Pyramid hotel, located at 25 October Street, 34 Vyazma, [redacted] Russia, from August 19-21 (catalog number [redacted]83), I encountered a significant issue. The morning of August 20, the hot water was unexpectedly turned off at the entire establishment. Despite assurances from the administrator that it would be fixed by the evening, I returned at 9 o'clock to find it still not resolved, only cold water running. When I inquired, I was informed hot water would only be restored the next day. I was disappointed by the lack of prior notice, alternative accommodation options, or even an apology. The management was unavailable, and my request to contact them was denied. The following day, there was no acknowledgment or apology for the inconvenience. I am requesting AGODA to investigate and compensate me 5,[redacted] rubles for one day without water. I have also lodged complaints with Rospotrebnadzor and the hotel. It is my belief that the hotel should have provided solutions or compensation promptly to guests facing such issues. Please forward my complaint to AGODA for resolution.

Hello, I made a reservation on your website for the "Fasthotel Montpellier Est Parc Expo" for the night of August 23rd to 24th (reservation number: [redacted]23). In my booking, it was clearly specified that I would arrive between 11 p.m. and 12 a.m. as I had a flight to catch. Upon arrival at 11:30 p.m., nobody was there to check me in. Some very friendly guests opened the gate for me and explained that nobody was at the reception and their contact number was unreachable. I tried calling all night as I had no room key and no instructions on how to access the room I had reserved. I ended up spending the night outside waiting for someone to answer the phone. The manager finally responded at around 10:30 a.m., saying it was not his responsibility and that I should contact you for a refund. Another guest called him about bed bugs in her room, and he had the audacity to claim I lied about not having a reservation. The reservation document was indeed under my name Chapeau Océane, confirmed by the receptionist when she arrived at 2 p.m. No apology or refund was offered even though I spent the whole night outside without being able to sleep. I kindly request a refund for my hotel night. If my request is denied, I will file a complaint and seek legal action to be compensated for this ordeal and push for the closure of this establishment due to false information online. We exchanged contact details with other guests present to compile a complaint file detailing the night's events and the manager's bad faith. This file will be submitted for legal action if my refund request is not granted. Thank you in advance. Sincerely, Chapeau O.

I am writing to express my extreme disappointment regarding my reservation at "Fasthotel Montpellier Est Parc Expo" made through your website for August 15-16, [redacted], with Booking Number: [redacted]99. Although I booked as a guest and the reservation does not appear in my account, I do have the confirmation email. Despite the website indicating 24-hour check-in and our notification of a late arrival after 23:00, we found no staff at the reception upon our arrival. Adding to our frustration, the provided phone number was invalid, leaving us stranded. Consequently, my companion and I had to spend the night in the car, despite prepayment for the room. I insist on receiving a prompt refund. Despite emailing the hotel twice, I have not received any response. This experience has left me incredibly upset, and I will not be recommending your booking platform unless this issue is swiftly addressed.

Hello, I need assistance with my refund request. The hotel mentioned they didn't charge me, but Agoda did. Please process my refund promptly. Thank you. Regards, Malika H. ---Original Message--- From: "Malika Haddad" <[redacted]> Date: Wednesday, August 25, [redacted] 11:39pm To: "[redacted]" <[redacted]> Subject: Refund claim for booking [redacted]18 Hello, I am writing to address booking [redacted]18, initially set for DoubleTree by Hilton The Hollis Halifax Nova Scotia from August 6th to August 10th. Upon arrival on August 6th, I was informed by the reception agent that due to COVID-19 safety measures, the required 72-hour non-occupancy period between guests was not followed as stated on the booking site. Feeling concerned for my safety, I was moved to the Westin by Marriott in Halifax. However, at the Westin, the air conditioning in my room was noisy and smelled like smoke. After raising this issue with the reception, I requested a transfer to the Marriott Harbour; they couldn't accommodate my request but canceled my booking without charging my credit card. They advised me to arrange my booking at the Marriott Harbour myself, which I did. At that time, I didn't check my credit card statement as I trusted the reception staff. Upon checking my credit card statement today, I discovered a charge of CAD [redacted].22 made on August 7th, which I find unacceptable. I am requesting a correction of this error and a refund of the charged amount. I appreciate your attention to this matter and kindly ask for a follow-up on this issue. Thank you for your understanding. Malika Haddad 1 [redacted] Download Outlook for iOS

Hello, I am Jyoti Gogia. I was scheduled to check in today and I paid with my credit card. I am requesting a refund because the conditions in your hostel are unacceptable. During my stay, there was a man in my room using drugs and bringing a prostitute who was intoxicated. The hostel has a strong marijuana smell, and there are toenails, syringes, and insects in the kitchen. I will not be returning and would like a refund to my bank card. Staying in room 14 with a drug user was not ideal for me, and I am concerned about the safety of guests if the situation escalates with the intoxicated visitors. Please ensure regular cleaning. Having worked in prisons as a lawyer, I can say that your hostel is in a much worse state. Thank you!

Subject: Confirmation of Your Booking (Email on 17.08.[redacted] 22:02) Hello Irmgard Brugger, Your booking number is [redacted]51. To view, cancel, or modify your booking, simply use our self-service option. Arrival on 19.08.[redacted] by bike, no available room, unwelcoming reception! Good afternoon, I just noticed that the amount of [redacted].76 Euros has been charged to my credit card, even though I have not received any service from you! I demand an immediate and unconditional refund of the entire amount, or else I will have to consider taking legal action and claiming compensation for the inconvenience caused. Awaiting a prompt response, Irmgard Brugger My Bookings

I booked a double room at the "Copenhagen Go Hotel" on your website on August 27, [redacted] at 9:30 PM for 4 nights, and made the payment through PayPal. However, right after the payment, I received an email stating that the booking was not confirmed. I request an immediate refund of €[redacted].48. The email I received is as follows: "Dear Rocco Esposito, Due to a technical issue, the reservation was not confirmed. Any charges will be refunded to you, and any amount held on your card will be canceled without any charges. If we need further information from you, we will contact you separately via email. Please note that some banks may take up to 30 days or until the next billing cycle to return any amounts held on the card. We apologize for the inconvenience caused by the error. We hope to soon be able to meet your travel needs with our guaranteed lowest prices." I want the money I paid back immediately to make another booking. Regards, Rocco Esposito

I made a reservation at Hotel Pilvax in Budapest and made the payment. Upon arrival, we were directed to an abandoned building undergoing reconstruction. Fortunately, a staff member guided us to an alternative hotel to stay. I am concerned about how your website allows bookings for non-existent accommodations. Additionally, the information about parking on the website is misleading as it did not mention any associated fees. This led to parking issues and added stress during our stay. I request that you update the website to provide accurate details. Due to the inconvenience and unnecessary stress caused, I am seeking compensation. This experience has been disappointing, and I do not plan to use your website in the future.

Dear Sir or Madam, I am writing to address reservation number [redacted]83, which was confirmed on the Agoda website but turned out to be fraudulent as neither the rate nor the room existed at the hotel. Upon contacting the establishment, I was informed that the offer was invalid. I am seeking an immediate refund; otherwise, I will be filing a complaint on Monday morning. Sincerely, Madame Joseph

Hello, I have concerns about the negative reviews on your site, and I am doubtful that I will receive a response to my complaint. I booked two rooms at VIP Hotel in Zurich Lisbon. The manager asked me to leave the hotel twice despite my room being paid for!!!! This hotel is dirty during this pandemic, a disgraceful lack of hygiene, and a risk of attracting COVID-19. The elevator was out of order, taking 20 minutes to go down and 20 minutes to go up... The pool is a mess, with dirty and broken sunbeds, overflowing trash cans, and stains everywhere. I will send a team to report this hygiene issue related to COVID!!!! I will never stay at this terrible hotel again, reflective of the disrespectful manager in charge!!!!! I will escalate this matter to the highest level at VIP Hotel. Of course, photos of this dirty hotel will be shared on social media to warn other customers. Regards, Nadia

Greetings, Hotel: Seralago Hotel and Suites Main Gate East Room Type: Standard Room City/State: Orlando (FL)/United States Check-In Date: August 13, [redacted] Check-Out Date: August 17, [redacted] A reservation was made for August 13, [redacted]. Upon arriving at the hotel, it was not in suitable conditions, so we went to the front desk to lodge a complaint. The hotel mentioned they would refund the taxes, but we needed to work with you for the rest. I have tried several times to contact you, but I have not received any response. Upon contacting the hotel again, they informed me that they have not received any payment for that reservation and reiterated that the refund process is your responsibility. I am very upset about this situation as it is impacting me with interest charges on my card.

I am scheduled to stay at the Holiday Inn Ottawa Downtown this Sunday, September 5, for two nights. Yesterday, my daughter and I developed runny noses. I contacted the hotel today to inform them about this. They informed me that I will be unable to check-in on Sunday if the runny nose persists. I wish to cancel my reservation and receive a full refund. The hotel confirmed this can be done but suggested I inform agora to finalize the approval with them. They assured me that upon verification, I will indeed get a full refund without losing any money or the cost of the first night. The staff member I spoke with at the hotel was named Sikander. My booking number is [redacted]82. Any assistance would be appreciated.

Hello, I hope this message finds you well. I am writing to inquire about the refund for our cancelled flight booking from Abu Dhabi to Tbilisi under booking number [redacted]01. The passengers on the booking were Kul Bahadur Khatri and May Moe San. The itinerary included AUH to TBS and TBS to AUH with reference number [redacted]4. The email linked to the booking is [redacted] We were informed by the airline that the flight was cancelled and that the refund has already been processed. We have provided the refund email from the airline to Agoda customer service. However, we received a response from Mr. Narare stating that the refund will be processed once it is received from the partner and verified by Agoda, a process that may take up to 3 months from the departure date. We are puzzled by this timeline considering the flight has been cancelled and the refund has already been initiated as per the airline's email. We are seeking clarification on this matter and are eager to receive our refund promptly. Thank you for your assistance. Warm regards, Kul and May