Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complaint about Agoda and how they blatantly misrepresent. We planned a trip to ***** and looked at Hotels. Agoda came up with a hotel and room as I wanted and it clearly showed "Risk-free 24 hour booking". So, I booked a Hotel room for 2 nights stay from July 28th,2025. Hotel: ********************************/Country or Region: ********/***** Arrival: July 28, 2025 Departure: July 30, 2025 I have uploaded the reservation confirmation which was on July ******* at 1.22 am. My family discussed our plan and we decided to take a different route and not go to ********. I tried to cancel my booking - on July ******* at 11:30 pm just a little over 21 hours since my booking. Agoda sent me an email that they will reach out to the Hotel as this was past the deadline for refund. This is a clear bait and switch and change of policy as when booking they show 24 hour risk free cancellation. The email had listed a cancellation date of Rome time. From the email, Important Information Risk-free booking! ****** before July 24, 2025 and youll pay nothing! Any cancellation received within 4 days prior to the arrival date will be charged for the entire stay. Failure to arrive at your hotel or property will be treated as a No-Show and will incur a charge of 100% of the booking value (Hotel policy).They said they would talk to the hotel and get back and give them 2 days. They have since sent an email saying the Hotel will not give any refund. The hotel policy as shown above says clearly that they charge for the entire stay if cancellation is within 4 days of the check-in date of July 28th. As we cancelled on 23rd, we should get a refund. We called on 23rd which was more than 4 days ahead of the due date but they have taken all of the money for the reservation. This is extortion and Agoda and the hotel should be investigated for this blatant fraud.

  Business Response

  Date: 07/27/2025

  To Whom It May Concern, 
   
  For your information, this booking we had proceed full refund to guest original payment method and had email inform guest.

   
  Thank You.

• Initial Complaint

  Date:07/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked nonrefundable rate but had a family emergency in that my father is having heart surgery. I directly contacted the the hotel and multiple employees confirmed they cancelled without any fees. Agoda refuses to call the hotel and confirm and cancel my reservation. The hotel has no reservation as it is cancelled.

  Business Response

  Date: 07/29/2025

  Dear Better Business Bureau Serving *********************, 
  
  We write in response to the complaint received with Reference no ********. Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.
  
  Agoda has investigated the matter, namely, the free cancellation request. We have reached out to the customer and have come to an agreed outcome of a full refund.
  
  Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.
  
  Thank you.

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The unit was unkept and did not have proper bedding and couch was dirty. There was also dirty shower curtain which had blood stains on it

  Business Response

  Date: 07/24/2025

  Dear ********, 
  
  We write in response to the complaint received with Reference no ********. Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.
  
  Agoda has investigated the matter, namely, The hotel initially informed us that they could not honor the booking, but later they did honor the room for the customer. We have reached out to the customer and have come to an agreed outcome.
  
  Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.
  
  Thank you.
  

• Initial Complaint

  Date:07/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room with Agoda on July 11, 2025 and canceled the room the same day. I have a confirmation showing that I canceled it. (picture that I canceled the reservation) I keep getting a run around. I have emailed, called and did the chat and I get this message each time. "We are currently attempting to reach out to the booking partner, but unfortunately, we are unable to connect with them at this moment. We have sent an email to the booking partner and kindly request that you allow ***** hours for a response. Thank you for your understanding and patience."

  Customer Answer

  Date: 07/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:07/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have booked a stay of one night using Agoda for hotel ********************. When I received a confirmation I noticed the dates were wrong. We were arriving at the hotel so I quickly entered booking to change the dates only to be notified I am not allowed to do so. I contacted agoda explaining that dates are wrong and I need a booking for now and they replied they will reach out to hotel to cancel my booking and let me rebook. In the meantime I arrive at the hotel and explain situation. Hotel notifies me the booking they have isnt even through agoda but some other partner that I've never heard off. They tell me they never received a request to change my dates or cancel. I contact agoda AGAIN. They make me wait 2 hours for an agent . Keep in mind I drove 10 hours WITH A DOG , IT WAS MIDNIGHT THIRTY and we were all exhausted. After no response from agoda I book a room with hotel and pay AGAIN. In the meantime I receive email the hotel refused to refund me which I showed to the receptionist. She litteratlly turns computer to me and shows me they have never received any requests meaning this is all lies and a fraud. I go back to support still NO RESPONSE. Finally i receive a response it is not hotel that refused but some third invisible partner that I havent agreed to use or know about but they will try again. I was even willing to leave money with them and just change the stupid dates so i can rest but they acted ridicilous, made various false claims, involved a hotel and blamed it on them again FALSLY. Used third party services I haven't agreed on and broke a few laws that protect customers.

  Business Response

  Date: 07/21/2025

  Dear ******************* write in response to the complaint received with Reference no ********. Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.
  Agoda has investigated the matter. We have reached out to the customer and have come to an agreed outcome which is full refund has been proceed..

  Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.
  Thank you.

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ***********
  
  
  
   
  
  

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing regarding my recent stay booked through Agoda: Booking ID: ********* Hotel: ***************** - ********** Check-in: Monday, July 14, 2025 Check-out: Tuesday, July 15, 2025 Room Type Booked: 2 Double Bed Room Room Received: 1 Bed Room Amount Paid: $134.25 USD Upon arrival, we were assigned a room with only one bed, despite having clearly booked a room with two double beds. When we spoke to the hotel staff, they informed us that this was a booking error from Agodas side.This mistake caused significant discomfort as there were two of us and we could barely sleep in the small bed. Had we known the room would only have one bed, we would not have booked this hotel for that price.I kindly request a partial refund of $50 USD from Agoda to compensate for this inconvenience.

  Business Response

  Date: 07/17/2025

  Dear BBB,
  
  We write in response to the complaint received with Reference no ********. Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.
  
  Agoda has investigated the matter, namely, due to an unforeseen technical error, the room was confirmed as a room with one double bed on the hotels end. As a gesture of goodwill, the hotel provided a complimentary upgrade to a larger room. Additionally, Agoda has offered a 50% refund as a token of our apology for the inconvenience caused. We have reached out to the customer and have come to an agreed outcome.
  
  Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.
  
  Thank you.

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I showed up but the air conditioning not working, I tried to work with the host to fix it but the host couldn't fix it so I asked to cancel for a full refund the host agreed I didn't touch any things and left Please refund full amount The host agreed to cancel for a full refund from his end Agoda ****************

  Business Response

  Date: 07/24/2025

  Dear BBB,
  We write in response to the complaint received with Reference no ********. Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.
  Agoda has investigated the matter, namely, the customer accommodation booking. We have reached out to the customer and have come to an agreed outcome.
  Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.
  Thank you.

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  Thank you BBB for help.
  ***** **********
  
  
  
   
  
  

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asked to modify my booking to checkout early by one day, agoda said the property did not allow it, abd I asked the property, they said we never received anything, agoda kept going in circles and nothing solved

  Business Response

  Date: 07/19/2025

  
  We write in response to the complaint received with Reference no **********
  We are looking into the issue now and will contact the customer to try to resolve the matter.
  Thank you for bringing the matter to our attention.

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7th, 2025, I purchased a 1 way ticket from ************, ********, to *******, ******** confirmation ID **********. Upon arrival to the airport, I went with my boarding pass 1 hour prior the boarding and two individuals who barely spoke English denied me entry. The airline sent me running in circles, sending me to incorrect kiosks to only then be rerouted elsewhere in the airport. At one point, I spoke to a ****************** employee who was playing a game on his cell phone, and when he finally decide to attend to my inquiry he was shockingly disrespectful. The Malaysian airline employee used a racial slur toward me, calling me the * word in English, and then refused to assist me. I took my phone out and began filming my interaction. This employee refused to call a manager, refused to provide his name, and removed his identification badge and hid it from sight. I have everything video recorded.I contacted Agoda and spend 3 hours on the phone with multiple agents located in a call center outside *****************. Agoda refused to provide any customer support, refused to rebook me, refused to refund me, and refused to contact the airline to discuss the incident of a ****************** employees calling me a racial slur. Additionally, I have incurred $300 in damages due to having to pay for a hotel stay, taxi, and a brand new ticket to return to *******. Conclusively, both the airlines and agoda left me stranded in ********. This is the second time Agoda has taken money from me, and then later fails to assist with rebooking, cancellations and refunds. I am demanding a full refund or credit for the amount of the plane ticket. The service from agoda has been abhorrent!

  Business Response

  Date: 07/24/2025

  Dear officer,
  
  Greetings from **********
  
  We write in response to the complaint received with Reference no ********. Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.
  
  Agoda has investigated the matter, namely, the argument between the customer (the complainant) and the airline staff in the airport. We have reached out to the customer and have come to an agreed outcome.
  
  Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.
  
  Thank you.

  Customer Answer

  Date: 07/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:07/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am submitting this complaint regarding a troubling issue I encountered with ************* and ********* involving a misleading and unauthorized billing process.Summary of Complaint:On 05/01/2025, I booked a hotel through *************. After completing the booking, I unexpectedly received a confirmation email from Agoda.com, a third-party vendor I was not aware would be involved in the transaction. Soon after, I discovered a charge on my bank account from **********************. I did not knowingly authorize any transaction with Agoda directly.This billing was not clearly disclosed on Pricelines checkout page, and I had no prior relationship with Agoda. I contacted my bank immediately, and they issued only a provisional credit, which leaves me financially at risk pending further ********************* & Transaction Details:Booking Platform: ************* Confirmation Email Sent By: ********* Booking Date:05/01/2025 Hotel Name: The Stay Hotel Myeongdong Confirmation ********* Amount $592.86 Charge Appeared As: ********* The Stay H ********, ** Why I Am Filing:I am extremely concerned about the lack of transparency in this transaction and the potential misuse of my payment information. It is misleading for a consumer to book through one well-known platform and be charged by an unaffiliated third party without prior notice or consent.I am requesting that ********* Immediately refund the full amount charged to my account by ****************************** a detailed explanation of how this third-party billing occurred without clear disclosure.Action Requested:I respectfully request the BBB to assist in facilitating a resolution and holding these companies accountable for non-transparent billing practices. I believe this matter also warrants further review to ensure other consumers are not misled in similar transactions.Thank you for your time and assistance in resolving this matter.Sincerely,***** ***** ***********

  Business Response

  Date: 07/15/2025

  Dear **************** write in response to the complaint received with Reference no *********
  Agoda strives to provide every guest the best customer service experience, and we are disappointed to hear that the resolution doesnt meet the customers expectations. 
  Should the customer have further concerns, they may contact us while logged in to their Agoda account through our support page: **************************************************************************
  Thank you.

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Title: Unprofessional **************** and Refusal to Refund Unauthorized Charge

  I was wrongly billed by Agoda for a service I did not authorize or intend to use when I billed on Priceline's platform. When I contacted their customer service for assistance, I was met with unprofessional behavior including a representative laughing at my situation.
  Worse, Ive repeatedly been referred to chat support with no resolution. Each time I ask to escalate the issue to upper-level management, I am ignored or told to go back to chat. This is unacceptable and shows a complete lack of accountability.
  The company refuses to offer a refund, has not taken my complaint seriously, and has shown blatant disregard for proper customer service.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ***** *****************************************

  Business Response

  Date: 07/18/2025

  Dear Officer,
  We write in response to the complaint received with Reference no ********. Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.
  Agoda has investigated the matter, namely, we decided to offer a full refund out of goodwill. We have reached out to the customer and have come to an agreed outcome.
  Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.
  Thank you.