AgodaReviews 4,448

My wife and I were to stay in Rome during early May of this year. We booked a room at the Marcella Royal through Agoda. It was a nonrefundable reservation, so we were denied a refund for a no-show during a lockdown. The people at Agoda seem not to understand that we were prevented from staying at the hotel. It was not a no-show. We could not show because the hotel would not allow us to occupy the room. Is there something they do not understand? It turns out that Trip.com returned our nonrefundable payments because they understood the circumstances. Agoda is a Singapore based company that seems to be involved in unfair business practices. They are of a culture that does not believe in fairness. I would strongly recommend that if you consider travel protect yourself from these people by not doing business with them.

I have been using them since 2016 and their team is still doing the wonderful jobs. Never disappointed by them.

Okay I made my reservation through Agoda for Pacific Edge Hotel in Laguna Beach California. I did send a go to a email a couple days prior to leaving asking if it would be okay to pay by check when I got there due to some situation I was going through. I drove about six hours to get to the hotel on Saturday the 5th of September 2020 upon arriving at the hotel very very tired I was told that my reservation have been canceled by Agoda I assume for the reason I mentioned above. The hotel was completely booked and I had nowhere to go and nowhere to stay. I was exhausted as I am 100% disabled combat veteran and had a special needs son with me. Things to Casey at Pacific Edge she was able to find me a room on a cancellation. However, this room cost $800 a night. Double what my original price. What choice did I have? So I booked the room and just wanted to go to sleep. Agoda is useless and they do not take care of their customers. Be afraid be very afraid

My booking was on May 27 to 30,2020
During COVID-19.
I was calling the hotel in Seraya Taba hotel in Madina to xancel my confirmed booking. But no one answered the phone. Im making a follow-up almost every day.
On May 28 sometime answered my phone but the guy said to call back after 1pm. As the in charge of the hotel will come.
Again no one answered the phone.
Until i contacted the customer service through phone. But he said to call him back again. This happen almost everyday single day. But no one dare to reply! So disappointed. Until now i didn't get my refund.
Big thief and hacker!
They even deleted my inbox conversation and my emails from the receipt i paid.
BE CAREFUL GUYS!

Been trying to cancel a non-refundable booking at a hotel in Ams. Made this booking way back in Dec 2019. Had other non-refundable bookings on other platforms which were refunded because they understood what a pandemic is.

However, Agoda simply refused to cancel because of the so called "non-refundable policy", saying the hotel does not agree to waive the fees and told me to contact the hotel directly. So what is their customer service for?

Agoda released in their Agoda approach: "The purpose of this article is to confirm which areas and period are within Agoda cancellation waivers amid COVID-19". But guess what, according to their cust svc it doesn't apply to non-refundable bookings! Why would refundable bookings need this additional policy... hmm... mind blowing.

Even with the pandemic, they repeatedly tell me the booking is still valid in case I change my mind and still want to use it. Omg are monkeys manning their customer service. (face palm). As much as i would like to travel, it is IMPOSSIBLE with travel restrictions and quarantines! In this crisis they still wanna bank in the sale when there cant be any exchange of service. Shame shame.

Terrible experience with Agoda. Booked a 1night staycation with Park hotel Singapore (with SG Secure badge) and was shocked to realize that the hotel was reserved for quarantined personals from Covid-19.

After getting turned down at the doorstep, Agoda took a long time answering our calls and finally refunded our paid amount.

The park hotel staffs were horribly unhelpful as well, immediately shirked responsibility to Agoda instead of offering us alternatives.

Will never trust Agoda again.

Horrible experience with agoda. I had booked through agoda for the auberge hotel in HK 2 weeks ago... booked the non refundable option as it was a staycation. However when the cases started spiking since first week of July and the government suggested to curb unnecessary going out, I asked agoda to move my reservation to another date a few months later so that the situation could stabilize in the meantime. Not only did they not allow me to move booking, they cut my entire one nights stay. They said it was property policy but I called the property and the property said they were making exceptions due to new govt measures announced. So then I called up agoda again and they started saying this was a system limitation. Not only did they steal my $1900 but the customer service was rude and slow and wasted a lot of my time in the process. Please never make a mistake of choosing agoda book hotels during the time of the virus as they are totally inflexible.

I strongly urge not to book with Agoda, as they booked my wife and I a room paid for a one night stay at the George hotel only to arrive to a place gone into administration and closed for business. This was bad enough, to make matters worse I tried for hours on end to get hold of Agoda on three consecutive days. I only ever got through to speak to someone once who did not return my call. On all the other occasions my call was either disconnected from Agoda's end or just rang and rang after getting through the 40 min waiting period. Booking with Agoda is terrible experience, one I shall never repeat. To put the icing on such an awful and stressful scenario, Agoda have so refused to refund my money. I will be reporting them to the regulator.

I booked a room through agoda for a hilton head hotel and the site had stated that they would not charge my card, that they would use the card to hold the room. They took the entire hotel fee from my credit card around June 17 for a trip that was mid July. I canceled the hotel around June 20 they told me that the hotel will reimburse my bank within 3 to 5 business days. It is now July 22 And the money is still not back in my bank. If you were going to use a card to book a room on any of these sites I would recommend that you do not use a card where they can take the in your hotel room fee off the card because what they say is very misleading and I am sure that I press the button for book now and pay later. I called the hotel because Agoda claimed that the hotel had taken the money already. I immediately called the hotel and they told me the same thing, that would send the money within 3 to 5 days. I checked in July several times and finally filed a complaint through my bank because the money should've never been taken from my bank in the first place. I recently called my bank and the bank told me that no one has reimbursed the money. So I again on July 22 called the Grand Hilton head Inn which is where I had originally booked the room and canceled it and the front desk clerk stated all the money is just sitting here I'll go ahead and refund it today, but it will take 5 to 7 days.
If you're planning a trip I would just recommend that you don't use any credit cards or debit cards that have enough money to cover the hotel and that you use for other bills, especially if you're only holding a hotel And don't have the money to pay for the hotel at that time.

Agoda is an absolute joke. They have got to be the only company out there with no COVID-19 policy. We are from Australia, our flights have been cancelled and we are LEGALLY not allowed to travel. We also booked our accommodation before Covid existed. We chose a non flexible booking because outside of a pandemic there would have been absolutely no reason for us to cancel. We have either requested a refund or a credit via Agoda but Agoda have advised that the property have rejected our refund request and there is nothing they can do. We have called Agoda multiple times and were on the phone for over an hour last night - after speaking with a gentleman for an hour and finally being passed onto the manager where we were then hung up on. Agoda is trying to make us jump through hoops by requesting that we provide them with evidence of our cancelled flights. Even though it is known worldwide that we are legally unable to travel, therefore providing this evidence makes absolutely no sense at all. We have booked with Agoda many times in the past and because of this experience will never book with them again. We have had accommodation booked via Airbnb and booking.com and had great experiences with them through all of this. Such a shame that such a big company had such little care for their customers.