Agoda

How exactly does Agoda calculate airline fees? That's the real question hidden behind all the vague explanations provided. To get a clear answer, I contacted the airline myself. They confirmed that the name correction fee is either completely free or no more than $2. Even that $2 is not an airline charge — it goes straight to Agoda as a handling fee. Yet, Agoda demanded $25 for a one-letter name correction, labeling it as an airline fee. On top of that, they charged an additional $20 as a service fee, bringing the total to $45. This is not a misunderstanding — it's intentional manipulation of information to inflate charges. That is outright deception. I have attached proof of payment. The amount was converted into Vietnamese Dong as I used a local card. Agoda clearly specified the breakdown: $25 for the so-called airline fee $20 Agoda service fee
Total: $45 (approximately 1,174,322 VND) These misleading practices only prove how far Agoda is willing to go to exploit travelers who trust the platform. The truth is simple — no amount of hidden fees, vague explanations, or manipulated terms can cover up how Agoda treats its customers.

Worst company, its a scam. I got documents from hotel to a accept the cancelation. But agoda declined to pay back the money. Contact them for 1 month and promise keep saying, even you send them the document they still not accept it. This is a scam company.

My wife and I saved for over a year for a once-in-a-lifetime honeymoon through Europe. One of our hotel stays, in Milan, was booked through Priceline but routed through Agoda (without our knowledge). One week before the stay—while we were already in Europe—we got an email from Agoda saying the hotel overbooked and canceled our reservation. Customer service was dismissive and rude. One rep said, "What do you want me to do?" and hung up. Another refused to help due to a minor name mismatch. I was offered AgodaCash or a refund in 30 days—while hotels in Milan had tripled in price. We couldn't afford to rebook and had to cancel our time in Italy. I reached out to Agoda's leadership on LinkedIn. The CEO viewed my message. No response. No apology. Not even acknowledgment. This was our honeymoon. My wife is pregnant. We were left completely stranded and ignored. Avoid Agoda at all costs. They don't stand by their customers—or their word.

I rarely leave negative reviews, but my experience with Agoda has been incredibly disappointing and deserves to be shared. I booked a stay through their platform from 18–20 April at a property listed as "Central London Rooms." During the stay, I encountered serious safety concerns, including illegal drug use at the property — something I reported to Agoda immediately. Shockingly, more than two weeks later, the property is still being advertised, and no meaningful action has been taken. In addition to this, my £80 deposit, which I paid by bank transfer as instructed by the property, has still not been refunded. I followed all proper channels, contacted Agoda's customer service multiple times, and was promised that conversations would remain open. Instead, they were closed with no resolution. To make things worse, I was recently told I needed to provide a letter from my bank stating that I am not disputing the booking — implying that my decision to raise a dispute was the reason they wouldn't help me further. This felt like an inappropriate attempt to pressure me into withdrawing a legitimate complaint, rather than addressing the core issues. Agoda has failed to take responsibility for the listings on their site, failed to act on serious customer safety concerns, and failed to follow through on their own promises of support. I cannot recommend this platform to anyone, and I hope my experience serves as a warning to other travellers.

Do not book anything with them they hidden cancellation fees and customer service thats fake they write like they helping you in reality they will never resolve the issue you have to wait 48hours every time worst company ever

When u place an order, they decide the name of the guest for u, they'll just use the username u use in the app, not asking whether this is the name u want for the reservations, and after u find out about it, and realize the hotel won't let u in nor allow u to cancel, agoda will disrespect u in the worst possible ways.
1 hour waiting on phone call, same answers on their chat bot over and over, ignoring ur emails or giving u unrelated answers, and worst of all, not helping u solve the problem they created.
Stay away if u love ur money.

I booked a two-night stay at a hotel in the Philippines. I look carefully at the total I was supposed to pay. I looked everywhere before committing to make sure there was no hidden fees. It clearly said total amount.

Then agoda charge me a separate fee, almost as much as the hotel cost. I confirmed with the hotel on their booking sheet that this was a commission that a go to was giving themselves. Nowhere on my reservation doesn't say there's a extra fee or commission to be paid by me.
Agoda should be upfront of your fees, and charge something afterwards, it's dishonest business practices.

They are booking site like booking.com. They entice you with a cheaper than normal rate, but only because they plan to charge you separately for other fees.

Don't ever think that the price they tell you you are going to pay is the final price. This is how they get you.

No reply from customer service, but you can hardly expect them to answer for dishonest business practice. They'll keep going with it

Wow, I've been a long time member of Agoda and for the first time, saw what depths of fraud they would resort to, when cheating customers. Don't trust their so-called "PRICE MATCH GUARANTEE". I found my same hotel booking, details and dates with lower rates on KLOOK after booking on Agoda and submitted a claim (and believe me, Agoda made it so hard, it's obvious they want to inhibit honest customers from doing so). After providing all the details AND screenshots, they made all manner of lame, formulaic excuses that held no water to deny my claim. Outright frauds. Shame on you, Agoda!

The administrator failed to confirm my booking in the evening, claiming they could not see it in their system and stating that the reserved room was unavailable, despite all the correct booking information being provided. Instead, they offered me a different room.

At 10 PM on December 31st, traveling with a child, I had no choice but to agree and pay again for the alternative room. I immediately reported the issue to Agoda for assistance.

The room we were given was in an unacceptable condition: it was dirty, there were holes in the bathroom walls, and mold was visible. It was nowhere near the standard described in the booking.

The following morning, a different administrator located my original booking and refunded the payment for the additional room. However, they falsely claimed that I had stayed in the room I originally booked. This is not true—the room I stayed in differed significantly from the description and photos provided at the time of booking.

Despite providing all necessary evidence, Agoda has refused to support my complaint, stating that the hotel confirmed my booking, which does not address the poor service, the forced additional payment, or the unacceptable condition of the room.

This experience demonstrates an appalling lack of customer care from both the hotel and Agoda. As a customer, I feel my rights were ignored, and no proper resolution was provided.

I expect Agoda to take accountability and address this issue properly, as this level of service is completely unacceptable.

A big SCAM! I would not recommend this app for booking anything. I booked Houston on hop bus city tour. First there was some issues on website and was not taking my card, I tried Apple Pay debit card, credit card everything. I contacted my bank regarding this issue but the bank said everything was fine from bank side it was issue with website then tried 2-3 times but sent me a confirmation email that we are unable to book your tour. Then contacted one of the agent and told me to try again and then I was finally able to book it but when I tried previously one it says we are unable to book and later they confirmed it and charge me two times. So they gave me two duplicates booking. When I called them and email them it says we are unable to refund you but the policy said if you canceled before 24 hours I called and email them for cancellation but nobody helped me they said it was non refundable but while booking it, it clearly shows that booking dead refundable before 24 hours if you cancels it. I talked to 4-5 agents but nobody gave me my money back and charged my card two times. They charged me $260 and customer service was really bad, rude and impolite. I would not recommend this app

I am sorry to say that I am another victim of Agoda.
Their booking is horrible and you have to be very careful when booking anything with them. I booked a room at Orchid Inn and they booked me two rooms. So of course now they do not want to pay back the extra room they booked and they claim it is the hotels fault.
Well I talked with the hotel and they told me they had not been contacted at all. They are just a bunch of rips off and scammers.

Not the first time this happened. We booked a hotel for 2 nights in Denver, CO and when we got there it was a straight up crack house. Feces, blood, meth heads, cop cars, you name it. Absolutely horrible. We left immediately and the front desk folks said no problem we'll give you a refund - they get this all the time. Anyone who's ever tried to find a last-minute hotel in Denver knows it's tough and it took hours to get to a better place, which cost us way more money. Then Agoda tried pulling every stunt in the book to deny us a refund. First they told me my name isn't even on the reservation so they can't talk to me (um what? The hotel had my name!) Now they are saying they need photos and videos of the place, as if we stayed long enough to video - what do you want, videos of the smells? Come on Agoda. This isn't the first time I've had problems with them for similar issues. I can't believe they still exist - hoping some agency or something will come in and shut them down. This is horribly predatory and putting people's safety and hygiene at risk.

I couldn't get to my hotel due to natural disaster in the region I was staying. The hotel still charged me for the stay, even though I contacted them to inform of the flood, and sent all supporting documentation as soon as I got the information of the flood and the train company's cancellation SMS. Agoda does not provide any type of customer support even though I booked the hotel through them. The hotel ill-intendendly charged my card as soon as I contacted them informing of the situation. Nobody wants to refund my money or take responsability on the matter. Agoda tells me to call the hotel and vice-versa. I should be allowed a refund because it was a natural disaster, there was no transportation available in the region for me to arrive at the hotel. All transportation was halted due to the flood for 24h. There was no way I could reach the hotel. The only thing Agoda says is that the hotel has the final decision. The thing is that the hotel is already acting in bad faith. Agoda offers zero customer support, or any type of security for the customer. Customers don't need to book through Agoda if the company doesn't have the power to offer the customer any type of security. Especially hotels they include in their own network. I can just book straight with the hotel. Don't have to pay a fee for the middle man that does not help with anything, especially when you have all the grounds for a refund and all supporting evidence and documentation. In the end they just care about the money and not the customer.

This company lied to me and committed fraud. They hide behind fine print to justify stealing your money. Be glad you found the negative reviews before booking, spend a little more and book directly with the hotels.

Agoda are a total rip-off - they are either totally incompetent or scammers!

I recently booked a 'single room with a shared bathroom' in a 'hostel' in New York only to be given a bed in a dirty kitchen(!) with two other strangers. It was so bad that I left after one night and the owner made money from me without providing any service.

Agoda customer service did everything to AVOID being held responsible and refused giving me a refund.

Once they have your money, they don't care about you.

Most of the rooms I searched on that website were really cheap, and after booking I quickly saw the reason why. They offer no way of getting a refund, and are more likely to protect the owner of the property than the booking customer. Only solution I was offered for my problems was to contact the property owner themselves. Rooms were often horrible, with limited air-conditioning, terrible air quality (woke up almost every night coughing with a sore throat), limited wifi, disconnected power sockets, and disgustingly smelly and dirty bathrooms with leaking pipes.

Edit: contacted their customer service multiple times, and every time they said that my booking is not refundable, and the only option offered was a room change. They're much more willing to support the hotel owners than their actual customers. Definitely wouldn't recommend.

I booked a flight ticket thru Agoda at 8.50 am this morning (01. 08. 22)... Amount was paid thru my credit card and I got payment confirmation from bank as well as booking confirmation from Agoda (no *******) with airline reference no. When trying to reserve seat on airline website, by entering the airline reference no given by Agoda, an earlier used ticket of a completed journey pops up (ridiculous, isn't it)... They have sent another email saying booking is not done... We've wasted so much time on this, booking is not done and they've been asking us to wait... We're elderly people and are quite traumatised mentally and physically with their careless attitude. I can't even make another booking because they say that they will not refund money if ticket gets confirmed thru their site (haven't got confirmation till 10.50 pm). I'm quite flustered and helpless despite more than half a dozen calls with Agoda staff who keep quoting their rules and one sided policies.