AgodaReviews 4,448

Booked a room in hotel Milo Santa Monica. I thought I had booked a nice room in convenient locations... hence the price (I don't mind paying extra for additional facilities). Arrived at the hotel and was shown into a standard double which to be quite honest you couldn't swing a cat in. I spoke to the hotel reception who were surprised at what I had paid through Agoda. Their best Ocean view deluxe room was $50 USD cheaper. They said they couldn't refund me as I had booked through Agoda. Contacted Agoda and customer service has been appalling. They will not take responsibility for the inflated price. To be happy nest I feel ripped off and will steer very clear of this, company in future.

My grievances with Agoda started just a few weeks after I made a booking at Crowne Plaza Times Square Hotel, for a stay in July 2019. The booking was made in November 2018. I made the booking under the premise that I will only pay at the hotel on the day of my check in, plus I made sure it had a Free Cancellation policy.

Out of the blue, the hotel charged my credit card for a full amount. I contacted AGODA who initially said the hotel just blocked my credit card for guarantee and not actually charged it. But the bank says it isn't so. I had to pay all of it right then. So I decided not to keep this reservation since I hadn't made up my mind whether to go or not and I disagree with their sly policy. At first I keep blaming the hotel for this charge and policy.

So I had to pay that full amount while AGODA and my bank tried to resolve this issue. And told me not to cancel the reservation first before they confirm to me and that they would cancel the reservation on my behalf.

Then Agoda said ok your problem is solved, here is your refund. I finally received credit to my credit card. Since they haven't contacted me verbally, I thought the whole matter was resolved and the booking was cancelled by AGODA.

But no. In January I received another billing on the credit card for the same booking. With the hotel stating that I had made the booking through BOOKING.COM not AGODA. With a NO CANCELLATION POLICY. So my bank in the end decided that the hotel was right and I have to pay for all the charge.

Looks like Agoda outsourced the booking to BOOKING.COM. Because, who else could have made that booking and cancellation on BOOKING.COM on the same day I made and cancelled the booking?

Currently I am still awaiting (this is April 5) the resolution of this problem. I had already address the hotel, Agoda and my bank.

So, after all this unpleasantness and the countless apologies from AGODA (which had no effect at all), I will NEVER use AGODA again. And certainly would strongly discourage people from using them. I am still in limbo right now and this is very very unpleasant.

I recently booked a hotel through Agoda.com and had a terrible customer service experience and will not use them again. My booking was for FLEXSTAY INN Shirogane in Tokyo Japan.

I was charged as a NO SHOW because I had received an email from FLEXSTAY stating "We're sorry, but your request cannot be approved at this time" and therefore I did not show up to the hotel and booked elsewhere. As I had just been on a 10 hour flight and was going through customs in Japan when receiving the email, I needed to book somewhere else without investigating or phoning as to why "my request could no be approved." The next day I received a NO SHOW email from Agoda and I emailed them to explain that I received an email from the hotel and therefore didn't stay at that location.

Agoda then said they are "merely a booking platform" and that I would have to deal with the hotel and that Agoda could not help me. I then contacted the hotel and asked why I was charged as a NO SHOW when I was emailed by FLEXSTAY saying "We're sorry, but your request cannot be approved at this time." According to the hotel they had meant I could not have a non smoking room after the fact but had not mentioned this in the original email.

I explained to Agoda my situation and each email came from a different customer service agent who said they could not help me as Agoda has a NO SHOW policy and that they are just a booking site. Agoda also stated "We also get your frustration because we are customers as well aside from being one of the teams here in Agoda."

Finally Agoda stated "Please note that this decision mainly came from the hotel and we at Agoda do not have any control over their decision."

I would not recommend using Agoda as a booking website as there customer service is terrible and they do not try to help make things right for customers.

Booked hotel (~month ahead of journey), paid money, got booking confirmation. After a week or so decided to call hotel to check booking status (gut feeling!), hotel didn't confirm booking because no rooms were available for my period of stay (glad I checked it before arrival). Support replied that "booking you have is confirmed with one of our Travel partners who sold their rooms on our Agoda website" (why the. Should I care about those partners, to whom I didn't pay a cent?!). So after 3 working days of chatting with support and "trying to contact partner" I insisted on refund and it was done (at least this worked as intended). So, instead of booking at good price I wasted money on credit card's exchange rate, missed some interesting hotels that got sold out during this story and had to pay more than initial price for new booking because prices went up since initial booking.

Booked a room at Occidental at Xcaret Destination in Riviera Maya through Agoda. I booked Unlimited Xcaret Experience delux room. Where the park is supposed to be included in the price. It said nothing about an added charge in the booking for the park, but when I got the conformation there was an additional charge of 400.00 if I wanted to go to the park. The unlimited Xcaret is supposed to be in the package. I called them and the lady said it looked like to her the park was supposed to be included but she would have to talk to someone else but they weren't there but she would send me an email back but that never happened so I emailed them They said I could not cancel or modify anything. Thankfully I have a really good credit card company and they helped me out and got it canceled

This is the 1st time I ever made a review, and I decided that this experience I should share with everyone before they make any booking with Agoda. I made a reservation online at Agoda website and select the correct date and number of rooms that i wanted correctly. When i clicked the somehow, the system automatically change the date 1 day earlier to check in and 1 day earlier to check out. I made the 2nd time change to the correct date and then submit the reservation, without knowing, when the transaction submitted, and when i received the email confirmation, I notice the date was wrong. I called Agoda to made the amendment to the correct date immediately and explained to them. They said, my booking is non callable, non refundable. I told them, I did not asked for cancel or refund. But amendment to the correct date. But they said the hotel policy is very strict. I called the hotel. And the hotel explained to me that we can simply call Agoda to change the date. The hotel can not do it, because it is a third party website. Then I called back and try to explain to Agoda what hotel has told me. I spoke with 5 different customer representative at Agoda. No one is willing to help and change. I manage to duplicate the glitch at their website and video the transaction and sent it to them. I even use different computer, and manage to duplicate the glitch that they have. But yet very disappointing, they still refuse to amend my date. How I wished i did not buy from them at the 1st time and checked their review before i do transaction with them. I am totally agree with one of the review. "Please avoid Agoda Hotels at all costs, their integrity, customer support and compensation is terrible." If i could even give them minus stars. They dont event deserve 1/2 star at all.

I was planning a quick getaway with my two fave cousins and had my eye on a cute little oceanfront resort on St. Pete Beach, FL. The prices were consistently wayyyyy more than I wanted to pay on every travel website I tried. I kept checking every day, several times a day and was about to give up and lower my standards to another resort. Suddenly I saw a link to an Agoda offer for almost $400 cheaper for a three night stay than I could find anywhere else. I was sooo afraid because I had never heard of this company but did a quick google search to see if they were legit. I read mixed reviews but it appeared to be a real company so I took the chance and booked. I noticed that they also offered a price guarantee and wouldn't you know... a couple hours after I booked I saw ANOTHER Agoda offer for $50 cheaper than I paid! I called customer service (which was really strange and awkward because the rep didn't speak english well at all but we managed) and he gave me instructions on how to file a claim online. I did it right away and I was blown away when they actually honored their policy! I got an email a few hours later saying they would credit my card for the difference... and then they actually did. We had a great time at the resort, no surprises or misunderstandings about the reservation at all. In fact, I ended up upgrading our room to an oceanfront suite and still paid less than what a basic room was going for on the resort website and all of the other travel sites. I would recommend them and will consider using Agoda again.

It was easy to book a hotel with Agoda, then I had to edit my hotel schedule much earlier than 72 hours. First I forgot my password that was my fault, then Agoda did not send me the reset password beyond 30 minutes, so I had to call 1-866 number. The first gentleman could not help me how to reset, so I asked for the supervisor, he hang up my phone. The other two customer service representatives were very nice, the service provider is located at Philippine that was why you will not be able to hear to well and you have to speak very loud. Finally I reset the password, suddently the Agoda web server sent me three times to reset the password. Once I got on the web, I was NOT allowed to edit/change the dates, so I made another international call, to get the dates updated.
It takes a lot of time to deal with Agoda; hours, if you want to update your hotel schedule.

Everyone is writting complaints and it's really true.
If you make a reservation, the beginning of trouble.
The answer from support seems like they don't want to work and don't answer us seriously.
Agoda in Japan is the worst of all. They always advertise their job including customer support. Because there are many employees who don't intend to work long. The turnover rate is high.
Agoda is a vice company that has been instructed to improve operations from Japanese National Fair Trade Committee in 2018.
Please take care.