AgodaReviews 4,434

I booked a hotel on a holiday weekend through Agoda. They processed payment and sent me a booking confirmation for the stay. 8 days later, and 1 day before check-in, they emailed me that my reservation was cancelled because the property was fully booked. I had already travelled to the location of the hotel and did not see the email until the day of the stay. Due to it being a holiday weekend, every hotel in the area was fully booked by then and I had to drive out of my vacation area 1.5 hours to find a place to stay. To add insult to injury, Agoda sent me an email the day after I was supposed to check out and asked me to review the hotel they cancelled on me! I will NEVER use Agoda again!

Recently I had to cancel the air ticket booked through Agoda. The airline returned the small amount, however this agency cut 1000 Rs for a domestic travel as a processing fees. I felt very disappointed.

I have just lost my partner and I was trying to arrange a family break. I was attracted by AGODA's prices. But when I contacted them I was told that the prices were for economy rooms. The price for a standard room was much higher. But I was tired. I had been on the phone for over half an hour while they checked availability and read the cancellation policy for each of the 4 rooms.
The next day I realised I could get the same rooms a staggering £500 cheaper by booking directly with the hotel. I had recieved 3 confirmation emails which had a link to cancel the rooms free of charge so I cancelled.
But there was no email for the 4th room. I checked with the hotel directly and they have a booking in my name booked by AGODA. I phoned AGODA. They say they have no record of any booking and they refuse to contact the hotel to sort it out. I asked to speak to a manager but was told noone was available.
To date I have recieved no refund so I could have lost around £5000. Even if they do refund on the 3 rooms I have still lost money on the 4th room, around £1400,
Having just lost my partner this is something I can really do without.

As a travel company, Agoda does not really believe in customer service. Their customer service team in Hong Kong, En and Chan (+852 3910 4100), really brings out a bad taste in the way they treat customers.

They even asked whether I have taken a flight before? Oh dear. Did I pay money to be treated this way?

Instead of trying to provide solutions, they really like to bring out the terms and conditions of agoda usage and using these to justify why they do not have to produce solutions. Perhaps, having such customer service officers means spending more money on advertising to attract unsuspecting innocent people, who do not know what they are in for. Hmmm, maybe a good business idea with poor executors on the ground.

I rarely do this but in an attempt to modify a hotel stay by one day due to simple clerical error the back and forth with Agoda and the hotel clearly indicated Agoda lied to me on the hotels position on making a change. Hotel was prepared to modify the dates with Agoda confirmation and Agoda said they could not because hotel would not allow.

Hotel response (in part)

"Our partner has tried their best to negotiate for amendment request and also cancellation waiver, unfortunately the hotel is unable to honor the request due to the booking policy." (Response from Agoda)
(Response from hotel)
We received no requests to cancel this free of charge otherwise I'd have accepted in order for you to rebook the new dates. Again when they say "In accordance with the property's policy for this booking,", this is not our policy!

" Should you insist for the date changes. We suggest you to contact them directly and try to convince them to provide approval for free cancellation for this booking and revert back this email to provide the approver name & position for us to validate."
Again we have no control on 3rd party bookings and they know it. The booking is confirmed on their system and we have no options to make any amendments.
Please forward this email to them and ask to talk to a manager because the fact that they blame us is unacceptable!

I am traveling to Zanzibar with friends and we booked our hotel with Agoda the same night to make sure we are would be staying at the same hotel. The next day I received a message saying my room was cancelled, my friends room booking went through without an issue. I reached out to tech support and he told me it looks like I booked correctly and it was a technical error on Agoda's part. He said I would just need to rebook the reservation. I informed him how the prices for the hotel had went up from last night and asked if I'd get the price match guarantee since the cancellation was an Agoda technical error. He put me on hold to go check and then returned saying I'd need to book the new room reservation and then submit the screenshot proof from the original cancelled room with that booking info and pricing. I did as I was told and then later received an email from Agoda saying that since the original hotel reservation was cancelled that price was no longer valid and they could not honor the price. I wrote back inquiring how that matches their policy when I spoke with someone and the cancellation was out of my control. They said it was nothing they could do. I then saw the pricing for the hotel went back down after I had to rebook the same room for the exact same dates. Would have taken a screenshot and sent it to them for the price match but since I already had done that the first time and they said it didn't meet the requirements I booked the same room for the exact dates to lock in the price. Since the second booking had a cancellation within 10 days of the hotel and it was 10 prior I booked the hotel with the cheaper price and went to cancel the other hotel due to the double booking. Agoda would not like me cancel so I sent in a cancellation request as well as an email Re-describing the situation and scenario with screenshots. They were saying the cancellation was out of the time frame even though checkin time was 10 days out and couple hours difference.

They cancelled my booking in Paris, 2 days before arrival. I didn't get any information from them, we found out at the counter that our reservation has been cancelled. Customer Service said that they cancelled because my card is declined. Funny how Booking.com and every other company could charge my card, but Agoda was sure it got declined. The Customer Service lady even lied when she said she tried to call the hotel, and they didn't answer. This is not true as the receptionist was talking to them right in front of me. Agoda helped nothing, they just cancelled, sent me no email and left me to find my own hotel in Paris. I will nevet ever travel sith them again, I even cancelled the booking I had with them in Rome and booked directy with the property. I suggest you do the same ad usually prices are not much higher if you book directly with the hotel.

First, it is not a 4 star hotel. It is dirty, with an incredible smell in the hallway and elevator. Room had no slippers to go to the bathroom, where was no toilet paper. I asked for a transfer from the airport, like mentioned on the site, only never received an answer. Staff was friendly, but not able to solve the issues. Airco on the ceiling above your bed, blowing into your face the whole night., Fridge not working, no safe.
The hotel agreed with my complaints, only AGODA says that early checkout is no option, so I need to pay the other 8 nights as well. Agoda chat function does not work anymore when the booking is made and paid..

Be careful when booking with Agoda. I had a TERRIBLE last week. I made a 1 week, prepaid booking at Fragrance Oasis hotel through AGODA for 2 male, adult friends who were travelling together and who are not a couple. The booking was made 2 months in advance after first calling the hotel to check that I would be able to secure a room with a window and 2 single beds for them. Upon arrival, we were told that there were no rooms available and that the guests would have to spend a night in a room with no window but that they would be moved to a proper room the next day. The room was like a cell. On day 2, they put my guests in a room with a big bed that had a DIVIDER in the middle. Hotel refused to refund the rest of our stay and even got my guests to sign a waiver in without highlighting to them that they should select the refund option. Underhanded management at best. Agoda failed in their duty to maintain good standards within their pool of hotels. Agoda was at best, a postman and did not help resolve the matter.

I payed through Agoda full price including taxes etc. I arrive at the hotel at midnight and am essentially forced to pay 300 extra dollars to receive my room key. The advertised price on their website was a lie. Agoda falsely advertised and will not take responsibility for their scam. Agoda and The Chicago Hotel Collection Millennium are robbing people of their money with no repercussions (see photo attached of it happening to someone else). See all screenshots attached. Agoda asks me to speak to hotel to get refund. Hotel denies my refund claiming the third party website has fees listed (Agoda doesn't). Agoda won't take responsibility. They have a contract with the hotel and are knowingly robbing people. Stay away from this unethical company. If I had the resources and time, a lawsuit would likely be in my favour but its a shame I can't do that. In addition, calling their number and trying to speak to them (which was of no help) also cost me over 100 dollars.
Every time I send an email back I speaking to a different person so it is incredibly difficult to make any progress. Stick to booking.com and other legit sites. I spent many hours during my holiday trying to deal with this and still ended up with nothing.

I booked a reservation through this company. The booking dates came up incorrectly, I tried to change the dates & it came up that I could not change the dates & there is not refund! I never stayed at the hotel, but was charged anyway. I disputed the transaction, but my credit card company could not give me the refund.
Buyer Beware! Plus like the other reviews, there is NO CUSTOMER SERVICE! They only want your money!

My correspondence with Agoda -
1. I told you that I was bringing a dog when I asked for twin beds. You should have responded to this request by informing me that I could not take the dog.

Why didn't YOU tell me I couldn't take a dog?

2. Your pets allowed filter highlighted this hotel as one that allows pets.

YOUR ''pets allowed filter'' on YOUR website cannot be trusted - why didn't YOU inform me of that fact?

3. The manager at the Royal Ashton wavered the fee; one of you are lying. She also informed me that I should tell you, that she would do this, as it was likely that you would try not to refund my money in full.

Furthermore, I am absolutely disgusted by the emails I have received from you. It was extremely difficult for me to find alternative accommodation for myself and my young son, when I could not stay at the Royal Ashton which I had booked in good faith with you. Any decent company would be offering me compensation not refused to refund my money.

Christine Stacey

Agoda mimics the actual hotel website to get your booking through them. It is very difficult to cancel the reservation after and can't be done from the reservation confirmation email as it should. I finally had to google agoda customer service. Bad company - borderline scam.

I have been giving run around regarding my refund. I do support documents saying my refund will be available with 5-7 days. The customer service agents are Liars very unprofessional. I will never use this company every again. They give you false advertisement

I booked a Hotel named The Gem Park Ooty via Agoda for 1 night stay with family. Agoda was showing the least offer price so I continued to book with that Application. While choosing the hotel it was showing lower amount as 4306 rs per day with complimentary breakfast for maximum 2 adults. So I chose a Standard room and continued booking, on the summary page value changed to 1 adult max allowed which is a complete cheat for making payment. After booking when I checked the details and enquired with hotel, they were not ready to take responsibility and Agoda which has a worst customer service also blindly said you need to pay another 2200 rs for another person to stay apart from that they cannot do anything. This is a worst cheating policy I have ever seen and I want to bring this to public notice to be aware of the fraud company Agoda. Don't ever book in this app which is just an eyewash.

I booked hotel from Agoda and hotelier sad that they don't booked rooms for Agoda or Oyo.
Agoda.com don't refund my money
Please don't book any hotel from this site

Never book on agoda! Worst place ever to book! Messed up the booking on there end and wouldn't do anything about it. They said they were going to get back to us and never did have been waiting four days for them to answer! The hotel told us that they called them saying the messed up on the booking and how much was the difference between rooms but still no contact with us. Horrible experience!

I SANJAY L KANNAUJIA would request everyone not to use AGODA. COM. I booked Mountview Resort Lonavala for 14th & 15th August 2022. I received confirmation email & money was debited fron my credit card which was non-refundable. 14th me & my family reached Mountview Resort in morning when i went to reception for booking i was totally shocked when i heard there is no booking on my name i called customer service of agoda customer service *******620, they said they will check & let m knw, i was totaaly upset with the response what i got from the rep that they were not able to reach the hotel. Itold them that i am at the reception, they said that they will send email & update me in 30 mins, i was so frusted as it was raining very heavily & i was with my wife & kid. My mood was totally screwed, i was feeling very embarassing. After 45mins again i called the agoda customer service they said that Mountview Resort Lonavala was not replying, itold them i will give you the hotel number you can call them & fix it, but they denied. They said we will cancel the booking & refund you money, i told them i dont want money u all fix it. They said the golden words sorry. Called them multiple time then they started avoiding my calls. So i would request everyone pls do not use agoda ever for hotel booking, how its possible that they were not able to reach hotel or hotel was not replying to their email they scammed me. Imagine you are with ypur family & you travel for 4 hrs n after reaching u come to knw there is no booking. So giys pls be safe from agoda.com.

They have the worst customer service in the world! If you need anything regarding your booking, you cannot get any help from their customer service. They will just tell you to wait 24 to 48hrs but you won't actually get any help or service even after many days of calls and emails following up. You are just going to waste your time. Saving a little money is not worth it. Just book directly to the hotel.