AgodaReviews 4,434

I hate to spend any more time on this, but I feel like I owe it to other travelers to know what they're dealing with.

We booked a resort in Thailand over the holidays earlier than usual through AGODA knowing it is peak travel season (and in fact it wound being the last room available)... and almost immediately received a notice that AGODA had charged our credit card almost $4,000 twice.

After we called attention to the second charge, weeks went by with no response from AGODA despite repeated calls and emails so we contacted American Express who suggested we simply dispute the second charge.

Almost instantaneously, we received a notice saying that our attempt to dispute this charge will result in cancellation of our reservation so we leapt into action contacting AGODA and the resort to say it was not our intention to cancel - only that we had been charged twice per American Express and were disputing the second charge.

What followed included...

Repeated denials by AGODA that the card was charged twice

Refusal by AGODA to contact American Express as instructed by Amex to confirm the second charge

Unhelpful and flat-out accusatory "customer service"... when you can actually speak to a live person that is

Over $250 in international calls due to 30 minute wait times calling Agoda's UK customer service # that no one ever picks up as well as calls to the resort and Amex

The cancellation of our reservation by AGODA despite over a dozen attempts to avoid this in writing and over the phone

To add insult to injury, after AGODA acknowledged the error was theirs and that our cars had been charged twice AGODA's "solution" was a $150 discount next time we use their terrible service which will never happen again.

Unbelievable. Unacceptable. And here we are almost three months after our card was charged twice and still no refund.

We travel more than anyone else have never experienced anything even close to this.

Hi, I made a booking through agoda for my stay in phuket in january (22nd to 25th jan) and I kept the booking page open for 10-15mins with payment details entered and promotion selected (I had 5% promotion in my app). After I clicked pay, the booking confirmation showed wrong month i. E. November. I called up customer service immediately who said that they will change the dates without charging extra. Then, I called up again (at around 2am in Sweden) they said they can't change dates with hotel so, they will send me agoda cash for same amount. I could not check then but now when I checked this cash is valid only till Feb., 2019 and my promotion shows status reedemed and the hotel prices in the app seems increased too. This is not fair. Just because your app had technical glitches, does not mean the customer should suffer the consequences of the same. I want you to either take the agoda cash back and refund me my money or help me in booking the hotel at same price I had booked with my promotion then. I know that the difference in amount is low but it seems I am just suffering ever since I decided to book with agoda. I had made 2 other bookings with different sites for Krabi and Lanta, and I have faced no issues at all and this booking has become a pain for me with no fault of my own.

Truly disappointing Agoda experience! Manipulated reviews! Poor customer service!
I have reserved 2 rooms at a hotel Hotel du Havre in Paris suggested by agoda 7/10 reviews, and fairly okey reviews on the page.
When I got to hotel what I saw was absolutely not what I saw online. The room was old and dirty, bed sheets have not been changed, and if they have been changed, they haven't been washed, there were stains all over them. There were hairs in the bathroom floor and bathtub, mold all over the bathroom and the room, smell of bed bugs repellent, blood stains on the walls, carpets, blankets and mattress. The grosest experience I've ever had in a hotel.
Immediately I contacted customer service and I was told that the hotel has no cancellation policy but if I send a proof that room is not to standard agoda will probably refund me. I took pictures of the hotel and sent them over to agoda. After I sent images I received an e-mail saying that agoda contacted the hotel and HOTEL SAID THAT ROOM WAS CLEAN! That's the most ridiculous thing I've heard because I was at that room (2 rooms in fact because I booked 2 rooms, and they were both gross!). I took and sent pictures proving that the rooms were dirty. In the meanwhile I checked out because it was too gross to stay the night and made a last minute reservation at another hotel.
Oh, and on top of that the hotel staff were the rudest people I met in Paris on that trip. They even charged me city tax upon check in and refused to pay it back even though I didn't spend a night there.
A few days later I received an e-mail from Mara at agoda repeating the same thing that hotel has no cancellation policy and asking if she could call and I replied with my phone number but never heard back either. Since then I sent a few e-mails and haven't received any feedback from anyone at agoda.
I also did try to post a review about my experience on agoda.com for Hotel du Havre but review has not even been published! And here I wonder why, because I'm sure there will be more guests like myself who would book it based on reviews that do not represent the reality. At this point I realise that agoda has provided information that was not fully representing the condition of hotel I was booking and is refusing any responsibility.
I have used agoda a few times and I am not a fussy traveler, I can handle a lot of things. But that hotel was absolutely gross and nobody should stay there.
I am truly disappointed with the whole experience from booking till early check out and how agoda handled my complaint and the poor customer service. In the future I will certainly look for another way of making hotel bookings.

I inadvertently booked a hotel reservation with this scam site and they charged my credit card for one night. I cancelled the reservation and the hotel informed me they processed a refund of the one night charge, but it went to Agoda. I contacted Agoda and they gave me run around and told me to contact their Parent Site. I did, and the Priceline executive office told me they contacted Agoda and they would refund the money which they verified was due me by the hotel. I called Agoda and they said they knew nothing about it even after I gave them the reference number I was told would result in the refund. They refused to give me a refund even after their parent company OK'ed it. This travel site is a total rip-off and a scam and i urge everyone to AVOID them like the plaque and go to a reputable site of which there are many.

This is a scam outfit, 100% frustrating to deal with. Never used AGODA before, I booked a room for two nights in Kyoto, but never got confirmation back! But hey, they quickly charged over $100 on my Visa for the two nights. Now I have to cancel, but they make it IMPOSSIBLE. By email reply to my request, they say they got my email address wrong or some such nonsense, and so cannot "confirm my booking" - BUT despite their saying they could not find my booking details, they charged over $100 on my credit card very quickly, and I have not been refunded. I emailed back to try to cancel, but 6 weeks later and several attempts to contact them by email/phone are useless. I get BLOCKED EVERY TIME, when they ask me for a booking confirmation number. They NEVER ISSUED ME ONE, so to get through to them by phone for a refund has been impossible. Summary: they never sent me a confirmation, or a confirmation number in the first place, but they took my money. They obviously do have my correct email to reply to, since they sent me one email reply to my email complaint but they still owe me a refund. - TRAVELLERS! RUN AS FAST AS YOU CAN from AGODA - they are either totally incompetent or dishonest - or both. And they waste so much of customers' time with ridiculous runarounds. With so many negative review comments given, including some non-repayment of booking fees, AGODA needs to be investigated by the law.

I booked online i got a confirmation for a sweet savor hotel in Lagos when we got to the hotel there was no booking for us it was 1am in the morning we booked a classic room. Instead the hotel staff took us to a nearby hotel which was dirty no towel no toilet paper the bedsheets were dirty. It was a rip off i want to be refunded at least half it was a mess risky and dirty it is not fair as i was traveling with a child did i mention there was no shower but a tap? Pl refund my booking id is *******

I didn't get a confirmation on my booking right after credit card details entry, instead, I received an error. And they had the audacity to blame it on me because of typo error on the email address I entered! If I had received a confirmation on the website and shown that they were going to send a copy of the booking details to an incorrect email address, of course I would have corrected it. The hotel also didn't inform us upon check-in that there was another room that was booked under the same guest. How the hell was I supposed to know that the room was booked?!? I received the error twice but the first booking I knew went through because I received an email. The second one apparently went through but I didn't receive any confirmation whatsoever. I'm disputing the second charge with my credit card company because of this. A word of advice, take a screen shot of the error if you encounter it and if still choose to book with this company after reading all these negative experiences.

Horrible customer service and liars!

Booked a premium type accommodation through agoda, came to hotel, was give a much cheaper room without any price adjustment or refund. Also got hurt on the property, hotel refused to provide medical care. Two people have scars as a result of hotel's negligence. Submitted a dispute with agoda based on these 2 issues, never heard back until i had to submit a dispute through my credit company. They offered 1/4 of the money I paid back which is barely the difference between the room types that i paid for and received. Notoriously difficult to get a hold of, never respond to emails, unless money is on the line for them. Do yourself a favor and book through real reputable sites like orbits, trip advisor etc. don't deal with these crooks to save a few bucks.

I made a hotel booking through Agoda a month before I'm arriving to Istanbul.
2 days away to my trip, i decided to call the hotel's reservation to confirm this booking. I was panicking to hear that my booking has been cancelled. She could not retrieve my booking ID nor my reference number given by Agoda.
I called Agoda only to learn that they have various agents to run these bookings respectively. Nevertheless, spoken to first lady from Agoda named Anna followed by another lady (I cannot remember her name), all they said was, the third party could not be reached, i had to wait for an email or phone call.
A day goes by, the same day I'm leaving for Istanbul. The question is:
- what if no calls no emails
- what if the hotel declined my booking and refused to check me in whereas i have already made full payment via my credit card
- am i supposed to book another hotel and bear the cost?
Many questions running in my head as a Solo Traveller.
My last call to Agoda same day of my departure.
I spoke to gentleman named, Aden...
He was more sincere in helping out, not much picture painted in colors but he gave me results. He assured me with the correct booking number via the third party and i called the hotel to confirmed this, finally.
After all the hassles and longgg phone calls waiting, my booking is confirmed.
I don't know how reliable Agoda is, it's subjective but 1 man made the difference for my experience with Agoda for this booking.
Thank you, Aden..

I booked and paid a room through Agoda, later I was shocked that it was ripping us off, when selecting the room there were 2 options both same price so I selected the first later to discover that it was without the breakfast, though the breakfast was free and the other option that include breakfast was the same exact price as the one without. Immediately I called Agoda customer service to modify the option and explain this and my confusion during checking out and noticing this after receiving the confirmation, and a rude employee said No.
How come agoda encourage us to compare prices and give good feedback if such request (free breakfast) same price I paid cannot be accepted, knowing that there were no need for 2 options with/without breakfast as the price of both are EXACTLY THE SAME.
Horrible customer service of AGODA

The customer service agent shouted at me and told me she will get back to me in 48 hours which is the time of my booking. On top of the terrible call, I was unwillingly charged double the amount of my booking when i availed of their 'change date' option which only informed me of NEW PRICE that I would have to pay - turns our that this NEW PRICE would be paid ON TOP of the OLD PRICE. If I knew this, I wouldn't have changed my booking in the first place. THEY ARE TERRIBLE. They said they would contact the hotel for me but when I contacted the hotel several hours after my call with Agoda, the hotel still HAS NOT heard from Agoda. So much for trying to help me out. The company was probably busy taking people's money while waiting to contact the hotel. SCAMMERS! CAPITALISTS!

Agoda has cheap prices. But a $#*! system and HORRENDOUS customer service.
To start off my trip they charged my card to a hostel that was cash only. I managed to sort it out with the hotel after I paid twice. But the fact it happened rests on agodas shoulders.

Then I want able to get to a hotel I had booked because of a typhoon. Everything was shut down and blocked. I contacted the hotel about at least a partial refund and they said. I would get a full refund. But I had to cancel through agoda myself.

Well that's like pull teeth. Agoda is fighting me every friggin step. "Cant do it. Need flight cancelation paper" no flight canceled. Roads closed and trains stopped. "Cant do it. Property policy" show them the email from the property saying they would issue a full refund. "Still can't do it based on policy" email the hotel they call in for me and let me know it should be okay. "We can only give you a gift card that has to be used in the next 3 months" are you serious?

I will NEVER book through agoda again. If this is how they treat their customers and clients during a NATURAL DISASTER. Entirely out of anyone's hands. Every email I got was from a different person. No one knows what's going on. I cant call because I'm out of country. So they are holding me over a barrel.

Due to travel to China and Japan during this summer, when booking the hotel, often saw Agoda with good price, and booked 3hotels via it. The things happened:

The original message was from the booked hotel in China:
"Hello! Excuse me! Because the hotel cannot accommodate foreign guests, you cannot check into the hotel normally. You have only informed the website in advance. In order not to delay your trip, you can cancel your order! Thank you!"

I was spend 3 hours to contact customer service to confirm the issue, due to nobody answer the phone.

The second message was from Agoda in Chinese: (Translated):
"In order to complete done your booking, you must upload and attach the following files:
A. Please submit a scanned or copied file of the front side your credit card. And...
B. A valid photo ID (e.g. Passport, driver's license) that must be issued by the government and must be the same information as credit card.
Please note that we will also send you this security link so that you can download your data later.
If we didn't receive your files by (Month/Date 2018), your booking will be automatically cancelled and NON-Refundable."

When I received this email, I feel lucky like won lottery:
-- I know Chinese language.
-- I already left Chine to Japan, so I was able to access "Google.com" to check my Gmail.
-- Tried call customer service at different country for whom can quick pick up the phone to do the cancellation booking. I cannot provide my top security information to Agoda.

Agoda has good deal at some hotels in Asian, but beware, you have to open eyes to watch your email, message, and any device for communication to see anything happened until your book a stay. The customer service is all good, if someone could pick up your phone.