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:09/08/2023

  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 am 79 years old woman. To day I have open a claimed against Agoda, id ********, claimed ************* * and I have received an email said that I was satisfied with the results. The case is now closed. It's must be mistaken because I have no clue what happened. I am from ******** and English is not my primary language. It must be mistaken because I have not settle anything. I am shocked to received an email said the case is now closed. Please kindly check. I just placed the claim today. I have not settle or satisfied with the results.I have plan to travel to ******** in October 2, ************************ *********** in November 25, 2023.In August 7, 2023, I have booking city tour with Agoda #********* at $206.01 for November 27, 2023, but Agoda booking the wrong date as August 9, 2023. I have told ***** of mistake and asking Agoda to make the correction right away.So I made another booking city tour # ********* at $206.01 for November 27, 2023. This booking was correct date as November 27, 2023.I received response from Agoda that customers service will be in touch with me within 48 hours which will be too late for any corrections.I was so upset so I email to Agoda and requested the cancellation for both booking ********* and booking *********.I received the refund for booking ********* at $206.91, but not for booking ********* at 206.01.I used my debit card to pay for the tours and my bank try to help me by contacting Agoda on my behalf twice but the answer was I have been refunded.It's not true. Agoda wasn't telling the hole story because they refund for one booking *********, but not for booking *********.I am in my advanced age. Agoda made me wrong and unfair to me. I am complaining to you and I am not sure if you're able to do anything for me. I am just simple regularly citizen. I am nothing compare to Agoda.Please help me what ever you can. I will be so grateful. Whatever outcome, I will be just fine. Thank you so much.

  Business Response

  Date: 09/11/2023

  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, we agreed to proceed full 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.

  Customer Answer

  Date: 09/18/2023

  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:

  Dear Sir
  
  I am 79 years old  from ******** and English is not my primary language, I must close my complain against Agoda  in error.
  
  I have plan to travel to ******** on October 2, 2023 and stopped over at *********** on November 25 -30, 2023.  I have booked the hotel in ***** through Agoda for this trips.
  
  In August 7 *****, I have booking city tour with Agoda #********* for November  27*****  at $******.  Agoda has make an error on the tour date as August 9,  2023.  I have advised Agoda of the mistake right away and asking an agent to make the correction.
  
  Afterward I make another booking for City tour # ********* at $206.91, this time Agoda issued the correct date as November 27, 2023.
  
  I received response from Agoda in the evening that customers will customer service will get in touch with me within 48 hours.  I have email to Agoda and let them know that it going to be too late for any corrections.   
  
  So, I have asked Agoda to cancelled the city tour on both booking.  The tours was cancelled by Agoda but Agoda only gives me the refund for booking #********* at ******, but not for the first booking #********* at $******.
  
  I have contacted with Agoda's customers service back and forth at least 6 times , but the answer is non refundable.  I paid with my debit card, my bank try to help by contact Agoda on my behalf twice.  The answer from Agoda is that I have been refunded.
  
  Agoda didn't told the hole story.  They're refunded only for booking #********** at ****** but not for booking #********* at $******.
  
  I am an average person with advance age.  This trip is a gift from my daughter to visit home country for the last time.  I really think that Agoda do me wrong and taking advantage of average customer.
  
  Please kindly help me what ever you can do.  I am not really expecting anything from Agoda because they are big firm and I am just regular citizen. I am so grateful for your help and I will be happy, satisfied for any outcome.
  
  Sincerely
  ****** **********  
  

   

   

   

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

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

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  

  Dear sir 
  
   
  
  Thank you so very much for your assistance.  
  
   
  
  Today,  I received a call from representative of Agoda in ******** regarding booking # *********.   The representative advised me that  they already have process the refund of  $206.01 for me.  I should receive shortly.
  
   
  
  I am truly grateful and happy with the result because  evening  is 
  
  resolved within 24 hours.  
  
   
  
  Sincerely yours
  
  ****** ********** 

   

  
  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:09/05/2023

  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.

  Purchased a one night stay at ********************* in ************, ** for September 3, 2023. The description of the room at the time of purchase was for 2 queen **** and a sofa ***. The information on the confirmation email and the"my booking page" included the same description. Arrived at the the hotel and was given a 1 queen *** room. No other rooms were available at this hotel, no extra **** were available at this hotel.Spent an hour on the phone with Agoda and was offered no resolution, customer support took my number and said they would call back. Had to leave the hotel and book at another hotel, did not stay at the hotel.No phone call back, received an email at 2am (10 hours after calling) offering $25 off my next booking with Agoda. I did not accept this, wanted a full refund. Responded to their customer service emailing stating as much. No response.Reached out again on September 5 to their support portal. The response was "the best they could do" was 25%. False advertising on their site and no support for the issue they created.

  Business Response

  Date: 09/06/2023

  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, and negotiated with the booking supplier. 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:09/05/2023

  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.

  I booked a room in *****, which stated "superior room with ************ view", but when I got my confirmation, it only said 'superior room'. I contacted the hotel and sure enough, it did not have the view. After several emails to Agoda ***************** they're only solution was to charge me an extra $170 Euros per night. Totally unacceptable. They should honour the pricing they had on the site.

  Business Response

  Date: 09/07/2023

  We write in response to the complaint received on September 6, 2023. # ********). Our goal is to provide superior service consistently, and we value our customers' feedback. We appreciate your patience while we look into this matter.
    
  Agoda now considers the case closed from our end. Please kindly refer to the below. 
  
  
  With a thoughtful investigation with the Agoda IT team, we found that this customer searched for and booked a "superior room" without an ************ view, and this customer canceled this booking free of charge on 7. September 2023.
  
  
  Regards,  
  *****
  Agoda Customer Satisfaction and Incidents Team

  Customer Answer

  Date: 09/08/2023

  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:

  If you look at the attachment, Agoda had false advertising on their site.  When I booked the room from their site, it said 'Superior Room with ************ View', but when I received their automated confirmation, it only said 'Superior room'.  I then proceeded to check with the hotel itself in *****, who confirmed that it did not have the view.  The Agoda site was false advertising.  Totally unacceptable. They wouldn't honour their false advertising, but rather offered the room with the view at a substantially higher cost.  This is when I had to cancel the reservation....I couldn't afford the additional cost.

  Thank you,

  ***
  
  

   

   

   

   

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

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

  Business Response

  Date: 09/26/2023

  We write in response to the complaint received on September 27, 2023. # ********). Our goal is to provide superior service consistently, and we value our customers' feedback. We appreciate your patience while we look into this matter.
    
  Agoda now considers the case closed from our end. Please kindly refer to the below. 
  
  Unfortunately, the page the customer is sending is the hotel's representative room and overall accommodation promotion page. 
  
  I am attaching the results of our technical team's investigation. As the customer booked a superior room, we regret to inform you that we cannot assist the customer with this claim anymore and we could find that the customer has canceled this booking free of charge.
  
  

• Initial Complaint

  Date:09/01/2023

  Type:Order 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.

  Agoda and *********** Center are not honoring their room offerings and benefits. For Booking ID *********, September *****, 2023. Honor what you offered in your Agoda Site what I paid for and that is give my 5 guests a Complimentary Breakfast and complimentary Dinner Buffet during their stay. Before I booked, I called to make sure that brakfast and dinner are covered and complimentary during these dates and teh agent said Yes. When I received the confirmation email, it only says complimentary Breakfast and Dinner are only good for 2 guests per room. THIS IS NOT WHAT I PAID FOR and This is not what was listed on the add when I booked, This is worng. And Furama refused to honor so as the Agoda agent. They apoligized. The add is misleading. Nothing in the booking that says only 2 adults. Go to agoda.com and you will see the same.For Booking ID *********, February *****, **** Honor what you offered in your Agoda Site what I paid for and that is give my 3 guests a Complimentary Breakfast and complimentary Dinner Buffet during their stay. Honor what you offered in your Agoda Site what I paid for and that is give my 5 guests a Complimentary Breakfast and complimentary Dinner Buffet during their stay. Before I booked, I called to make sure that brakfast and dinner are covered and complimentary during these dates and teh agent said Yes. When I received the confirmation email, it only says complimentary Breakfast and Dinner are only good for 2 guests per room. THIS IS NOT WHAT I PAID FOR and This is not what was listed on the add when I booked, This is worng. And Furama refused to honor so as the Agoda agent. They apoligized. The add is misleading. Nothing in the booking that says only 2 adults. Go to agoda.com and you will see.

  Business Response

  Date: 09/06/2023

  Dear *** or 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, missing breakfast and dinner for the customer's bookings. 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: 09/06/2023

  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:08/23/2023

  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.

  On July 24, 2023 I reserved a hotel through Agoda due to a computer glitch I was double booked in the hotel so I canceled the second reservation immediately and requested a refund. Agoda is refusing the refund because it was a non refundable reservation. I would understand if it was a mistake on my part but this is not the case. The confirmation no. is ********* and it was in the amount of ******

  Business Response

  Date: 08/23/2023

  We write in response to the complaint received on 24. Aug #********). Our goal is to provide superior service consistently, and we value our customers'feedback. We appreciate your patience while we look into this matter.
  
  Agoda now considers the case closed from our end. Please kindly refer to the below.
  
  Agoda reimbursed the charged amount to the customer's original payment method on 23. Aug. 2023.
  Thank you.

  
  Regards, 
  *****
  Customer Satisfaction and Incidents Team

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service 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.

  8/19/23 I was refused service by the hotel I prepaid for as they stated I am on their do not rent list. Agoda has failed to refund me my money for this prepaid booking since once again I was denied service they insisted on implying Im canceling instead of contacting the hotel to verify. On the other hand the hotel shouldve taken the initiative to refund and cancel prior to check in based on the fact that I am supposed to be on a DNR list either way my refund needs to be issued.

  Business Response

  Date: 08/21/2023

  We write in response to the complaint received on 22. Aug # ********). Our goal is to provide superior service consistently, and we value our customers' feedback. We appreciate your patience while we look into this matter.
  
  Agoda now considers the case closed from our end. Please kindly refer to the below.
  
  Agoda reimbursed the charged amount to the customer's original payment method.
  Thank you. 

   

  *****
  Agoda Customer Satisfaction and Incidents Team

• Initial Complaint

  Date:08/19/2023

  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.

  We booked a two week stay at the ************* in ****************, **. The cost was well over $200 a night. When at the hotel, it was very run down, but beyond that there were people smoking crack outside of the room doors. There were multiple people there making it feel unsafe. We could not stay there due to concerns over safety and the fact that criminal activity was occurring on the property. I contacted Agoda and they told me they would try to cancel the reservation. The later told me the hotel would not cancel the reservation and our only option was to stay there or lose the money. I would think a travel agency would not put someone somewhere where people are commuting crimes, but I guess I was wrong. Very disappointing as we had to pay two weeks for this hotel and another hotel that was safer.

  Business Response

  Date: 08/20/2023

  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, amendment of the period of stay and refund of the unused nights. 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: 08/27/2023

  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.

  Agoda reached out to the hotel and received confirmation that we did in fact check out of the hotel after being there one night and was able to get the hotel to agree to the refund.  I am satisfied with their action in this case and have received the refund.  I wish they would have helped me when I reached out to them before, instead of not responding to my last correspondence to them; however, I acknowledge they have made this situation right and we are satisfied. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/18/2023

  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 booking ID ********* for 8/13-8/14. Total paid $47.79 + $50 deposit. I contacted Agoda customer service on August 16th about our stay at the ************. I was denied my deposit due to a stain on the sheet, my dog who is a service dog and was registered at the hotel and that they accommodated for being in the room, and the smoke detector being down which fell on my husband while he was sleeping. Not to mention no hot water so we are forced to take freezing cold showers, we needed our fridge replaced which took 8 hours and three trips to the office and once maintenance finally arrived he complained about how he wanted to go home and he was tired so basically my husband did the work for him, and a metal piece that was sticking out of the platform bed that injured all four of us we have bruises and gashes. When I contacted agodas customer service for 2 days the business lied to them which made them try to convince me that they had returned my deposit finally after numerous emails the business admitted they kept the deposit for reasons stated above. So when I continue to ask Agoda about the other problems we had and attached proof of the injuries and the metal piece sticking out of the bed I was told that they were not valid which I totally don't understand because how aren't they valid. I don't understand where the customer service is here? I feel ********************** does not care about satisfying their customers whatsoever the most that they offered me was $4 in agoda cash that is insulting. I've already submitted a complaint for the business as well

  Business Response

  Date: 08/21/2023

  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,room conditions and deposit. We decide to refund the customer for the deposit. 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.

• Initial Complaint

  Date:08/18/2023

  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 have booked hotel stay at *********************** ********* through Agoda. For Jan 16 2023 to check in and check out on Jan 20 2023. However, due to personal reason I was no longer able to go on the trip to *********. Therefore, I cancelled on Agoda, I received email confirmation regarding to the cancellation stating my cancellation was free and I should receive the refunds soon. A week has passed, I never received any refunds I contacted Agoda, they kept pushing the blame to hotel and asked me to reach out to hotel for refunds but when I called the hotel they said since I booked through Agoda, I have to contact Agoda. I have been on calls and emails back and forth with Agoda and still now I still havent received any updates. Agoda is very useless. I tried to dispute with my bank but they said I have to contact Agoda for the refund. Tried called Agoda, calls never got through. Im feeling very helpless and angry as this is just unfair to me.

  Business Response

  Date: 09/02/2023

  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, namely, we have already offered a refund to 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:08/18/2023

  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.

  On August 12th, I booked a hotel stay with Agoda. The amount was $455.11. I booked that specific hotel because of the amenities listed on the Agoda website. These included a hot tub and tennis courts. I then got to the hotel and was informed that despite the listing which explicitly lists those amenities, they do not have them. The hotel said that there was nothing they could do as I booked and prepaid through Agoda. Agoda refused to even let me cut stay short and refused to give me a refund. I want this amount refunded in full for blatant false advertising to a serious degree, as my trip revolved around being able to play tennis. This is still found on their site as they lie to other potential customers.

  Business Response

  Date: 08/21/2023

  Dear Sir/ *****,

  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.

  Should the customer have further concerns, they may contact us while logged in to their Agoda account through our support page: **************************************************************************

  Thank you.