Agoda
Questions & Answers

For me as well very bad experience with this site. The administrator failed to confirm my booking in the evening, claiming they could not see it in their system and stating that the reserved room was unavailable, despite all the correct booking information being provided. Instead, they offered me a different room.

At 10 PM on December 31st, traveling with a child, I had no choice but to agree and pay again for the alternative room. I immediately reported the issue to Agoda for assistance.

The room we were given was in an unacceptable condition: it was dirty, there were holes in the bathroom walls, and mold was visible. It was nowhere near the standard described in the booking.

The following morning, a different administrator located my original booking and refunded the payment for the additional room. However, they falsely claimed that I had stayed in the room I originally booked. This is not true—the room I stayed in differed significantly from the description and photos provided at the time of booking.

Despite providing all necessary evidence, Agoda has refused to support my complaint, stating that the hotel confirmed my booking, which does not address the poor service, the forced additional payment, or the unacceptable condition of the room.

This experience demonstrates an appalling lack of customer care from both the hotel and Agoda. As a customer, I feel my rights were ignored, and no proper resolution was provided.

I expect Agoda to take accountability and address this issue properly, as this level of service is completely unacceptable.