Agoda Reviews 47,576

Agoda ignoring War & Force Majeure - Shameful behavior toward a UK loyal customer
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I am a loyal, long-term Agoda customer based in the UK (Booking ID: 630610555). My recent experience has been horrifying. I was trapped in a conflict zone with closed air borders—a textbook case of Force Majeure. While airlines and other providers acted humanely, Agoda is hiding behind 'hotel policies' to profit from a global crisis.
​I have spent weeks trying to reach a human manager, only to be met with robotic, scripted replies. Since Agoda refuses to act ethically or recognize international law regarding the legal impossibility of travel, I am now reporting this case to the UK Competition and Markets Authority (CMA) and Trading Standards for a formal investigation into a breach of consumer rights. I will not stop until this injustice is resolved. Disgraceful and heartless service

This is a fraudulent and dishonest platform. Buyer beware and stay away.

I am extremely disappointed with Agoda's handling of a documented technical failure. While booking via a Google Maps redirect, a system glitch automatically changed my travel dates from April 15th to May 9th without my consent.
​I have captured this error on video, clearly showing the system altering the dates during the redirect process. Despite this clear evidence of a technical "Erklärungsirrtum" (contractual error), Agoda is hiding behind a "non-refundable" policy for a service I never ordered for that date.
​Even more frustrating: Agoda support (Agent "Nor") explicitly stated in writing that they "respect the decision to proceed with a chargeback" because they cannot resolve it internally. Yet, they are now obstructing the process.
​Booking ID: 647678575
Hotel: hotelF1 Paris Saint-Denis Université
​I demand an immediate refund for this technical error. I have already escalated this to my bank's formal complaint department and will involve the Financial Ombudsman if this is not resolved immediately.

Update May 05, 2026:
Agoda has now replied to my review and multiple emails, but they still refuse a full refund despite clear proof of their technical glitch.
The screen recording clearly shows that the dates I carefully selected were automatically overwritten during the Google Maps redirect to Agoda. Nevertheless, Agoda continues to hide behind their "Non-Refundable" policy and only offers small AgodaCash vouchers (USD 17–26), which I have declined.
This behavior is unethical and goes against basic consumer protection principles — customers should not have to pay for the platform’s own technical errors. The hotel has also not responded to either me or Agoda, making any normal resolution impossible.
Agoda only replied publicly on Trustpilot to appear helpful, while in reality they are not resolving the issue. Check-in is in just a few days (May 9).

Think very carefully before you book anything with Agoda. This company uses cheap rates to suck in unsuspecting customers and will then go to extreme lengths in order to hold onto your money. If anything goes wrong, they will claim they are not able to resolve the issue because they have been unable to get approval from their "booking partner" (some kind of middleman which apparently exists between Agoda and the hotel). They will claim they are not allowed to disclose who the "booking partner" is (presumably either because they want to stop you from contacting the booking partner directly and actually resolving your issue that way, or perhaps because the booking partner simply doesn't exist). They will blatantly lie (emails claiming that the hotel has denied a request) when the hotel has specifically approved that request. The ACCC needs to take action against Agoda and force them to stop their scammy and illegal behaviour.

Indian credit card was not accepted which got accepted on other sites

booking an hotel in Singapore was not clear on their website and the room type. when reached to the hotel there was no window to open.

Nightmare Refund Process - Missing 23,816.14 THB ($648) for over 45 days!
I am writing this to express my extreme frustration with Agoda's refund process. I booked a flight on March 18, 2026, and paid 23,816.14 THB (approx. $648) via QR code. The booking failed, and I have been struggling to get my money back since April 6.
Despite receiving an email on April 7 stating the refund was complete, no money has entered my account. I have followed every instruction from your customer service team for nearly a month, including:
• Sending multiple screenshots of my bank statement.
• Providing official PDF statements with a bank stamp to prove the money is missing.
• Calling the call center repeatedly, only to be given empty promises like "wait 48 hours" or "we will call you back by noon."
Yesterday (April 30), a representative promised to call me back by noon to resolve this. No one called. When I followed up, I was told there is no direct way to contact the accounting department and I must simply "wait for an email."
This is 23,816.14 THB of my hard-earned money. Your internal delays and lack of accountability are causing me significant financial stress. This is unacceptable for a global platform like Agoda.
Booking ID: 1992617355
Total Amount: 23,816.14 THB (Approx. $648)
Refund Request Date: April 6, 2026
I demand an immediate investigation and my money returned.

Customer service useless and now I have more problems at the hotel and they are impossible to contact.
Also be aware when they write All taxes are included this is an untrue statement by Agoda.
They say that they have hidden somewhere in their terms and conditions that all taxes are actually not included and I was therefore faced with an additional €16.80 on arrival.
In the U.K. stating that all taxes are included at the booking point is a trading standards offense and Agoda can face a fine even though they are based in the US, as the booking was made in £ and in the UK.
Not as they wrote that they care.
They absolutely will not help with anything.

I am truly disappointed with how Agoda handled my case.
I booked a flight through the Agoda app and entered my full name correctly, including proper spacing. The booking details shown on Agoda were completely accurate and matched my personal identification. However, when I checked the information on Vietjet’s system, my name appeared without spaces, resulting in incorrect passenger details.
As soon as I noticed the issue, I contacted Agoda for assistance. Instead of investigating or coordinating with the airline to resolve what appears to be a system synchronization error, Agoda asked me to pay an additional fee to correct the name — even though the mistake was not caused by me.
Agoda also told me to contact Vietjet directly. When I reached out to Vietjet, I was told that I would need to pay a fee to change the information, or otherwise contact Agoda again. This back-and-forth between Agoda and Vietjet left me with no proper support or clear resolution.
What I find unacceptable is:
I entered all my information correctly from the beginning.
The error occurred during the data transfer between Agoda and Vietjet, not due to any fault of mine.
Yet, I am the one being asked to bear extra costs and spend additional time to fix it.
after this experience, I am extremely disappointed with how the situation has been handled. The lack of accountability and proper support has caused me to lose trust, and I will not be using Vietjet or Agoda services again in the future.
This experience has made me feel disrespected as a customer.

We were double charged by Agoda. The room was in my name but somehow got switched by the hotel clerk to my girlfriend's name for the same room. We contacted Agoda about this and later got an email saying there will be no refund available. I will never ever use them again. Having to pay double for one room is ridiculous. We've used Agoda I would guess 30 to 40 times over the years and never had an issue until now. What a shame. So very disappointing.

I'm putting 1 star only, not on the basis of their booking services (never had a big issue with those) but for the inefficient / inexistant customer service when you have an issue not related to a specific booking...
My account info is not up to date, they feature an old mobile number from another country I lived in that doesn't exist anymore. When trying to update it, on both the app & the website, nothing seems to work... the whole "personal info" part of the account is completely blocked and I cannot erase / update any info at all.

But when trying to reach customer service to figure it out, that's when the madness start. They don't have a phone number or an email listed anywhere on their website. You can only access their virtual assistant that drives you nuts & goes around and around asking you to describe your need / problem, but systematically asking you to attach your request to a specific booking... But it's not a booking issue, it's a freaking account management issue & there is NO OPTION available to choose for this. So every time it gets me back to the main menu of the virtual assistant.

Tried messaging them on social medias, no replies except again an automatic / AI generated response that ask me for a booking number !! No way to contact them directly or talk to a human.... Sick of this, will just delete my account and never use Agoda again if it's how they handle customer service and access to personal info from customers.

Very disappointing experience with Agoda.

I made a booking and paid through my bank account. The amount was debited immediately, but I received an email right after saying my booking was cancelled. My bank confirmed the payment was successful, yet Agoda asked me to email transaction details and said the refund would take up to 72 hours.

Because of this, my money was blocked and I couldn’t make another booking. What’s worse, their customer support was not helpful and couldn’t even assist with an alternative booking.

This caused unnecessary stress and inconvenience. I expected a much smoother and more reliable service. Definitely not using Agoda again.

UPDATE: The official response from Agoda below is completely FALSE. No "necessary assistance" has been provided. No human has contacted me. I am still trapped in a loop of automated bot emails asking for the same documents I already sent a month ago. Stop lying to the public to save your rating and actually process my medical refund.

I am absolutely appalled by Agoda's customer service regarding a severe medical emergency. My booking ID is 1711330310. During my layover flight connection, I suffered acute lower gastrointestinal bleeding and was rushed to the ER at Tâm Anh Hospital on March 27, 2026.

I immediately notified Agoda support on March 27, sending my ER medical summary and CT scans, and clearly explained that I needed to be transferred to a specialized surgical hospital for inpatient care. Later, on March 31, 2026, I sent a follow-up email with 6 final medical attachments. This included my official discharge documents from the University Medical Center, covering my inpatient hospitalization from March 28 to March 31, 2026.

Despite providing all requested proof that I was hospitalized and medically unfit to fly, I am being completely ignored. I only receive automated, duplicate emails from agents like "Shruti" and "Aditya" asking me to submit the exact same documents I have already sent.

This is an unacceptable way to treat a customer who just survived a critical medical crisis. I demand that a real escalation manager reviews my emails from March 27 and March 31, looks at the provided medical certificates, and processes my refund immediately.

I went on a small trip to Haarlem with a friend and booked an apartment via Agoda. While staying there we both got bed bugs bites and that was a terrible experience. My face and neck was so bad I had to go to the gp completely covering my face. I had to throw away items as I was scared of having brought them back home as well as not been able to go to work for 4 days!
We even send pictures/videos of ants in the apartment as well as dirty linen. They agreed finally to refund at least what we paid and today we received an e-mail to say they made an error and they will need to charge us again. This is unbelievable

Addition: I have now sent about 4 different emails as requested by Pau below and all 4 times got a reply from a different person asking to repeat all details.

The reservation price was shown in dollars, and I was informed that payment would be made in dollars. However, the payment was taken in local currency and converted at a very high exchange rate. I wanted the transaction corrected due to the misleading information. However, it's not possible to submit a written request in the app, so if you encounter a problem, you have no chance of resolving it. I would never recommend this service.

Very easy to use

Always easy to find hotels via filters. Prices are always competitive and most often cheaper than other sites. We use this site a lot for booking hotels and will continue to do so.

No good service at all we cooperated a lot but we ate still wandering in search of resorts I do not suggest this website at all

Really easy to book and love the value for money.

Easy booking