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:11/13/2023

  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.

  They partner with disgusting hotels then refuse to refund your money. I checked into hotel it was infested with roaches I left immediately called for refund a week later after fighting they refund on an agoda gift card. Why would anyone want a gift card for a company that they don't trust. They lie and said I said it was ok to give agoda cash I requested a manager and a recording of the call saying that was ok and they can not provide a manager or a recording. This is the biggest scam I have ever seen.

  Business Response

  Date: 11/16/2023

  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 and we have deactivated the AgodaCash and refunded the charged amount to the original card. 
  
  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:11/13/2023

  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.

  On November 10, 2023 I used Agoda to reserve a hotel stay at *********************************** in *********, ******** for 7 nights (11/25/23-12/2/23). I was charged $1,354.29 with the promise that if I found a better rate I would be refunded the difference (Agoda price guarantee). On 11/11/23 I found a cheaper price on super.com ($1,203.29) and provided Agoda with all the details they requested, screen shot of the website, web address and details of booking to match theirs. All the information matched, Hotel, dates, room type/bed type and cancellation policy. Agoda refused to honor their "Agoda price guarantee" and refund me the difference of $151.00. I've attached the correspondence with Agoda as well as all the price matching information. I would like the company to refund the $151.00 and honor their "Agoda price guarantee".

  Business Response

  Date: 11/16/2023

  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, and upon checking, we found that the supporting document was insufficient to claim our Best Price Guarantee, However, as a gesture of goodwill, Agoda decided to honor the new rate and refunded the rate difference. We have updated the customer with the case outcome via email. 
  
  Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.

  Customer Answer

  Date: 11/20/2023

  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:11/11/2023

  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.

  Agoda failed to match as their "best price guarantee" policy. at first, I found out the Agoda its own site is cheaper, and I asked customer service to match, and I was told this is not price match and have to be another competitor site. And then I found Priceline is even cheaper, after I sent them documentation they tried to give me hard time, and I was told again " match anything competitors site other than Priceline.

  Business Response

  Date: 11/11/2023

  Dear Whom It May ****************** write in response to the complaint received with reference #********.
  
  Agoda has investigated the matter, but the booking was already canceled for free and a refund with the full amount was given to the customer, so we cannot proceed to handle the *** anymore.
  
  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:11/11/2023

  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.

  hi, on September 27th I booked a hotel through agoda. The hotel name is **************** apartments located in ******* ********. The Booking i.d is **********, now upon checking into this hotel room I noticed the towels and sheets were dirty with what appeared too be stains on them. The floor had food crumbs on them as if it hadn't been swept,also there were cockroaches in the room. i went and spoke with management requested a full refund due too cockroaches. first they refused then they offered only a partial refund of ***** I paid 169.90$! which is unacceptable if the room was so dirty that it had cockroaches in it, that alone is grounds for a full refund. unlike spiders, house flies, or mosquitoes, cockroaches carry diseases and cause health issues. due too those circumstances I'm requesting the full refund in the amount of 169.90$ below I've posted photos that were also sent too Agoda who seems too think cockroaches are a accepteble experience from a "top tier" booking company....

  Business Response

  Date: 11/12/2023

  Dear Sir/Madam,

  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 room cleanliness was not up to customer's expectation. We will provide a full refund to the customer due to poor cleanliness from the property. However, due to the customer has filed a dispute to the bank, we are not able to process a full refund at the moment. The dispute cycle is expected to conclude in around December 10th. 

  With that, we must wait for the dispute cycle to reach its end in order to determine the final outcome. If the final result is in favor of Agoda, we will proceed with refunding the booking amount to the customer. However, if the final result favors customer's dispute, we will not proceed with any refund as the bank will directly refund the amount to the customer.

  ********************** 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: 11/13/2023

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

   

  I'll follow up with this again on Dec 10th in regards too the refund. since according too Agoda this is when the "dispute cycle" ends   thanks for addressing my concerns.
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/06/2023

  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 Hope you are well.I made a bookings on 30th July on the Agoda booking platform.I then received confirmation from both the hotel an d Agoda that all was in order. I booked flights etc based on this. I then subsequently received a notification that my booking had been cancelled by Agoda on the 26th of Augusts almost a month later. They said they are *********** cancel any booking they choose for whatever reason. I have bot been provided with an alternative or any compensation for my flights.

  Business Response

  Date: 11/06/2023

  To whom it may concern

  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, cancellation due to pricing issue.

  However, we cannot fulfill customer's request following our Terms of Use.

  Thank you for your understandings in advance.

   

  Customer Answer

  Date: 11/07/2023

  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:

  This is not an acceptable responses.
  

  Firstly the hotel reached out to me confirming all was in order. 
  

  Secondly a reasonable person could not have known that there was an error with a $400 a night hotel. 
  

  Thirdly I was only notified a month after booking. This is past an acceptable time line. 

  Lastly This is against the various consumer protection legislations which Agoda has already been fined as they were found to be in breach. 

   

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

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

• Initial Complaint

  Date:11/03/2023

  Type:Billing 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.

  Per our phone conversation earlier today regarding double payments for room 345 from 10/11/23-10/13/23 in the amounts of: $139.46 from Agoba and $178.58 minus commission, from Priceline. Ive spoken to representatives of ***** and Priceline and they informed me that payments were made in both amounts for the same nights to your hotel. My bank statement also corroborates this transaction. Since I paid twice would I be *********** a refund? Thank you. *******************. ************. Name of hotel: ******* hotel ************* **. Spoke with ****, ******* hotel manager and she informed me ******* had been paid for my stay. I spoke with priceline rep and he also stated priceline paid for the same 2 nights at the same hotel

  Business Response

  Date: 11/04/2023

  To whom it may concern,
  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: 11/06/2023

  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:11/01/2023

  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.

  It appears that an unauthorized booking was made through Agoda. While I was browsing hotels in ***** on the Agoda app, the app froze multiple times, and I wasn't informed that the booking had been processed. To my surprise, they charged my credit card without my consent. I promptly contacted customer service, who in turn reached out to the hotel, but unfortunately, both parties declined to provide a refund. I never had the chance to stay at this hotel. I seek for refund.

  Business Response

  Date: 11/01/2023

  Dear BBB,

  
  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:10/31/2023

  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 from Agoda app this morning and they had a price drop later same day. I'd like to request to get a refund for the price difference per their "best price guarantee" policy. However, I was on the phone with agent for over 1 hour, he was trying to find all kinds of excuses to not honor the policy. I sent him all the information he requested and my booking and the new lower rate meets the requirement for the price match policy (same hotel, same date, etc. see details in the link below). I even read the terms line by line to him but he refused to respond. Please review my case and refund the price difference to my credit card. I have submitted supporting document. Thank you. ****************************************************************************************

  Business Response

  Date: 11/01/2023

  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 issue with the submitted price match claim. 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: 11/01/2023

  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:10/28/2023

  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.

  ************************** asked me to leave the hotel because of my dog. They also agreed to a refund. Agoda is the 3rd party I booked my room through claims they cant issue a refund because they spoke to the hotel. However I have spoken to the numerous times. No one has called to authorize the refund. Agoda keeps claiming I canceled my reservation. I did not cancel. I was asked to leave. Thats why the hotel agreed to the refund. ***** at *********** is my primary contact ************

  Business Response

  Date: 11/02/2023

  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, customer was denied stay due to hotel policy (customer got a pet dog). 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:10/23/2023

  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.

  Canceled a booking for 4 hotel rooms that were made through Agoda before the deadline. *** checked with the hotel and the cancelation did not go through so he canceled it directly with the hotel. Agoda charged *** for the total amount and claimed that they were charged by the hotel. *** confirmed with the hotel that no charges were made. Agoda refused to refund the money. We filed a dispute with our credit card company but it didn't work. We have called the hotel and Agoda several times and the hotel has even called Agoda on our behalf. Agoda can not provide proof that they were ever charged by the hotel. Finally, on May 11, 2023, Agoda acknowledged that they would process the refund. On May 26th, Agoda confirmed verbally that the refund was issued on 5/11/23 at 23:58pm for the full amount. On June 28, 2023, Agoda sent an email documenting in writing that the refund was issued. It still has not arrived. They are claiming now that the issue is with ********* not processing the refund. We would like to have a check issued for the full amount that they owe us. We have been trying to work with them for months to obtain this refund without success.We uploaded a scan of the email we received from Agoda, dated June 28, 2023 confirming that they have processed the refund. We can provide detailed notes of who we talked with and when if that is needed.The Agoda Booking ID is ********* with a check in date of March 12, 2023

  Business Response

  Date: 10/23/2023

  Dear *** or Madam,
  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: 10/30/2023

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