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:12/23/2023

  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 booked a hotel through Agoda for a work related trip. Shortly after booking my company called and canceled my shifts so I tried to get on the website and cancel my booking and there was no way to do that I got on the chat line and tried to do it that way and they told me there was no way to cancel it that way that I needed to call customer service. I called customer service and they told me that they tried numerous times to contact the hotel and that they could not get an answer. Well the hotel's policy is if you are no call no show then they charge you for the full amount of the booking well that's probably why they're not answering their phone and a girl that told me that they need to wait 48 hours to find out from the hotel what was going on well 48 hours is going to be past my booking and they're going to charge me for the full amount. I asked to speak to a supervisor with the Agoda customer rep and she told me that she could not do that so now I'm going to be charged for the full amounts when I've tried to cancel it way before the time of the check in. The booking was scheduled from 12/23 to 12/25 at the comfort suites in *******. Never before have I booked a room and was unable to cancel it from the same app that I booked it. I bet basically believe it's a set up in a scam and I want my money back

  Business Response

  Date: 01/07/2024

  Dear Sir/*****,
  
  We write in response to the complaint received with Reference(ID# *********. Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.
  
  Agoda has investigated the matter, namely get this booking for refund. 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:12/17/2023

  Type:Service or Repair 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 1 night stay in ******** through Agoda.com. booking *************. December 15th to December 16th. Check in at 2pm and check out at 12pm. The property was advertised as "THE ****** a 5 star hotel and resort. When I arrived, it turn out it was just an apartment units that individual rented out through Agoda platform. I felt it was very deceiving advertising. It was just a very tiny apartment units. With no basic amenities. Such as toilet paper, toothbrush, toothpaste, drinking water and only a single bath towel was provided. The next day, I received an email from Agoda inquiring about my stay at " ***************** ". I give them a 1 star. That was when the horror begins. I left from the beach. I was told by my family members that they were kicked out of their room around 9 something am. And was forced to wait for my at the lobby. I came back from the beach. Around 11 something am. There were banging on my room door. There were 4 individuals, 1 male and 3 female. Demanding that I removed my review immediately. Them had my whole entire family with them. I was forced to edited my review or else. This is outrageous, it an illegal. I reached out the local authorities and email Agoda. Regarding individuals using their platform to scam unexciting consumers/ traveler. And when confronted, the property threatened violence. My desire resolution is for Agoda to temporarily suspended the property from from deceptive advertising on Agoda.com and do an investigation. So no other consumers have to go through it.

  Business Response

  Date: 12/31/2023

  Dear *** / *****,
  
  We write in response to the complaint received with Reference number 21019407
  
  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.

  Customer Answer

  Date: 01/02/2024

  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:

  [Your Answer Here] they hadn't given a time frame as to when this matter will be resolved. I edited my review, even though that states on the email that they will keep my original review of the accommodation. 

   

   

   

   

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

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

  Business Response

  Date: 02/07/2024

  Dear Sir/Madam, 
  We 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. 

  We are currently working on this matter and checking with our legal team for further assistance. However, we decided to refund USD ***** and processed successfully for now.

  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: 02/07/2024

  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:12/13/2023

  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.

  There was a glitch in their system and a booking was found eight times. They did not refund me for one of the bookings and I'm trying to get the refund back because it was made on my father's credit card. They are refusing to pay me back despite the fact that nobody could ever stay at that hotel because it is infested with roaches bed bugs and cats living in it. I had a young infant traveling with me and could not stay there. I went to the hotel and they told me they would refund me back but they have refused to.

  Business Response

  Date: 12/13/2023

  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 refund. The refund has been proceeded to the customer in form of ********************** token. 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: 12/14/2023

  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. An agent from ********* called me last night. He agreed to pay me back via Agoda cash on the app. I have received the Agoda cash in my account. I am just upset that I had to open up a complaint here in order to get a well deserved refund. However, as I did get a refund of some sort (a credit card reimbursement was preferred) I am agreeing to close the complaint.
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/11/2023

  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.

  Hi,I got several issue with Booking ID: ********** Property: ************************************************.Firstly, I later found out this hotel is very noisy at night till morning as its near a pub. The pub drinking customers could sometimes cause trouble when drunk and not safe to passed by at night when going back at the hotel. So I contacted Agoda customer service to cancel and give full refund on this booking. They replied saying that ibis refused to refund on ground that its non refundable. I had booked with expedia before and with same non refundable and yet they refunded me immediately not only once but twice and I was able to cancel with full refund even a week before the check in date. What more, this ibis booking was still more than a month in advance and they got plenty of time to resell the room (unless, they got low occupancy all the time due to bad customer service and noice). More over, later I was informed that I committed fraud as I had used anothers card to pay for this booking which cause that card been blocked and investigated. If you check with my agoda account, this card was never been used for payment before. I want to make things right by canceling this booking and give the card owner money back but agoda and ibis refused to give full refund. BBB please help me get full refund for this booking cancellation. Thank you

  Business Response

  Date: 12/11/2023

  Dear Complaint Analyst,
  
  We write in response to the complaint received with Reference no ********.
  
  Agoda strives to provide every guest with the best customer service experience, and we are disappointed to hear that the resolution doesnt meet the customers expectations. 
  
  Please be informed that this booking was created with a non-refundable policy because the customer created the booking by selecting the booking product with a non-refundable policy. Moreover, the cancellation policy is mentioned before, during, and after the booking creation, if the customer selects the non-refundable policy product and creates the booking, it means the customer agreed with this policy. 
  
  When the customer contacted us for the first time, we were informed that the customer would like to cancel and get a refund due to the customer's friend advised that the hotel was horrible. Even though this booking's policy is non-refundable, we tried to negotiate with the property for a fee waiver. However, the hotel refused to waive the fee as per the non-refundable policy.
  
  After we informed the hotel's refusal outcome, the customer changed the cancellation reason to a credit card fraud issue, but it was not informed to us at the customer's first contact. Kindly understand that the payment was successfully made via the credit card that the customer applied during the booking creation and Agoda did not use such an unknown credit card that the customer did not apply.
  
  Please be informed that before deciding to create and pay for the booking, the customer needs to check all the hotel reviews, booking details including the cancellation policy, and the payment credit card that would like to use. Moreover, the cancellation policy of the booking product that the customer selected is immediately affected, once the booking is confirmed.
  
  Kindly understand that we tried to assist the customer, however, as per the hotel's final decision, the booking cannot be canceled with a full refund based on the cancellation policy that the customer agreed to.
  
  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: 12/13/2023

  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:

  Thank you for your reply. After having read Agodas response makes me feel very stupid, embarrassed and shame for making this booking. Agoda as the third party agent does not seem to act as customers advocate but instead kind of reprimand and blame for making this booking in the first place. I was also accused of lying for changing the cancellation reason after the first one was rejected. You can inquire the bank with MB security case no. ********

  After verifying about the complaints other customers have with the ********** Miles, that hotel is not tolerable to stay even for a night for regular customer and what more for I am a person with disability. I feel very discriminated by Agoda and Ibis.
  
  As per other reviews (had difficulty uploading screenshots of thise reviews) customer complaint to the hotel staff regarding the loud noise all night and yet been disregard even without any apology. Hotel is a place we could rest well and yet that right is not being respected by the hotel. 
  
  With these kind of bad experience I have with agoda, do you still insist that I contact your customer service for further assistance? ********************** and Ibis force me to stay in that hotel in refusing to cancel and give full refund. In doing so would stress me up to the *** and add h*** to my life.
  
  BBB please help me cancel and get full refund from my hotel booking ID ********** with agoda and save me from Agoda and Ibis. Thank you.

   

   

   

  
  
  
  
  
  
  

   

   

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

• Initial Complaint

  Date:12/07/2023

  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.

  I ordered a hotel room through agoda.com on 12-6-2023, and had severe problems trying to get into the room, and even more problems extending the room.I keep getting flagged for fraud, and I'm about to be stuck out in the 18 degree F weather for 6 hours while I re book my room through another booking company.They told me it's a known issue with their fraud prevention system, it's a known problem, and there is no plan to fix it. My money has been stuck in limbo for the past 2 days and I'm homeless. I need to sleep at this hotel and I can't because of this company. They are the sole and direct reason my health is going to be at risk tonight while I sleep on a park bench in mid december.

  Business Response

  Date: 12/10/2023

  Dear Better Business Bureau Serving ************ ********,
  
  We write in response to the complaint received with Reference no #********.
  
  We are looking into the issue now and we have contacted the customer to try to resolve the matter but were unable to reach out customer. We will temporarily close this case until receive the customer's reply.
  
  Thank you for bringing the matter to our attention.

• Initial Complaint

  Date:12/07/2023

  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.

  Cancellation of the hotel booking w/o notification.Hotel was booked thru ************* and *********, ID ************** the booking was made, Agoda sent a confirmation of the booking, but did not send any info on cancellation. Due to that, my family was forced to find alternate accommodation at the last moment, paying almost the double of the average rate. Thus some compensation would be appropriate.

  Business Response

  Date: 12/07/2023

  Dear Better Business Bureau,
  
  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.

  Customer Answer

  Date: 12/13/2023

  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 no contact from the business was received 

   

   

   

   

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

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

  Business Response

  Date: 12/20/2023

  Dear Customer,
  We are sorry to hear your experience and we want to make it right. However, we are unable to locate your booking with the details you have provided.
  Please contact us via ********* and provide us with the details of your booking like the Booking ID, email address and lead guest name and we will get back to you soon.

  Customer Answer

  Date: 12/21/2023

  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:12/05/2023

  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.

  Agoda refuse to give a refund for a booking that I didn't authorize. They tried to offer me agoda cash to use on the site for future bookings. I contacted ********************** Hotel about the issue, they told Agoda has to cancel the reservation. Agoda keep lying saying ******** Hotel isn't answering the phone or replying to emails. I called they answered. They charged my account for 2 bookings for the same ************

  Business Response

  Date: 12/12/2023

  Dear All, 

  We write in response to the complaint received with Reference no. ********.
  Agoda strives to provide every guest the best customer service experience, and we have reached out to our mutual customer directly since 5 December to assist for this issue.
  Unfortunately, they have yet to provide us a response till now. As such, we will temporarily close this case until we receive their reply. Should the customer have further concerns, they may contact us by replying to our emails or to log in to their Agoda account through our support page: **************************************************************************
  
  Thank you.

  Customer Answer

  Date: 12/13/2023

  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:

  [Your Answer Here]

   I never booked on the website. I will never book on the website. I will never the Agoda cash offered. It's not ok to take money unauthorized & then offer half the amount back only to be used on Agoda website. Then told to contact my bank if I want my money back.

   

   

   

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

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

  Business Response

  Date: 01/03/2024

  Dear Sir/Madam:
  
  We are sorry to hear about our customer's experience and we want to make it right. However, we are unable to locate the booking with the details provided.
  
  Please provide us with the details of the booking like the Booking ID, email address and lead guest name and we will get back to you soon.

  Thank you.

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair 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 hotel *************** in ********* for 3 nights through *********. I paid full amount ****** USD as they described the price and got confirmation from them. When I checked-in, the hotel told me that there is additional resort fee of ***** USD per night which is pending on my side. I told them that I have paid full to Agoda but hotel told me that Agoda has not paid this to the hotel and I should get it reimbursed from Agoda. Agoda refuses to pay me this ***** amount of ****** (for 3 nights). Please note that I had better options but went for Agoda who were offering me this better deal (under deception ). Please get me this refund money from *********. Regards

  Business Response

  Date: 12/04/2023

  Dear Person in charge,
  
  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 requested to refund of the resort fee however, the information was already noticed on the website. 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: 12/05/2023

  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:12/01/2023

  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 hotel room for the nights of November ***** at **************** of ********************. Booking id ********* When going to sleep we noticed the bed in room 19 was uneven and indented on both sides of the center. We tried to move rooms but there were no other rooms available, so we had no choice but to stay that night. In the morning I was in a great amount of pain from the bed. We notified management who told us there was nothing they could do because it was prepaid to Agoda and to contact Agoda. We left the hotel because there was no way we were going to stay there another night. It is completely unacceptable to offer guests a bed that is old and defective to sleep on. Upon notifying Agoda we were told they would contact the hotel. After several dats they said that the hotel refused to offer a refund. It is unacceptable for Agoda to not stand by any sort if quality guarantee. We booked through Agoda because we thought they were a reputable company that would stand by its customers. We would like Agoda to refund us for our hotel accommodations as they were unacceptable and we had no suitable bed to sleep in.

  Business Response

  Date: 12/03/2023

  Dear Sir/*****,
  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, incident during stay at the property. 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: 12/05/2023

  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:11/30/2023

  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 2 rooms for international travel online through Priceline and received my receipts through them. Then I get 2 invoice emails from a company called Agoda, which I hadnt heard of so I canceled what I thought was a duplicate booking. When I arrived with my active Priceline reservation, both hotels said the reservations were cancelled and that I had to pay full price for whatever room they had available. When I tried to get a refund for the failed reservations, Agoda was unhelpful and claimed they couldnt do anything to help me.

  Business Response

  Date: 12/04/2023

  Dear Sir/*****,

  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, double bookings; we agreed to refund the customer for both bookings and inform the process. 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: 12/05/2023

  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,
  
  *********************