agoda Opiniões 343

WARNING: Do not book through Agoda if you expect honest communication or any form of customer support when problems arise.

I booked a room at The Gillette in Gatlinburg, TN through Agoda and made an honest mistake on the dates. I contacted Agoda immediately to request a date change. What followed was one of the most frustrating, dishonest, and exhausting customer service experiences I have ever encountered.

Agoda told me the hotel had not approved any changes to my booking. That was false. I contacted The Gillette directly and received a written email from a staff member confirming the room was available, the date change was approved, and that Agoda simply needed to process it. I forwarded this documentation to Agoda. They never acknowledged their false statement, never apologized, and never processed the change.

By the time Agoda finished stalling, my conference dates had passed. I had already been forced to book and pay for alternative accommodations entirely out of pocket. I received absolutely nothing from the original $224.06 booking.

Agoda then offered me a credit in the form of "AgodaCash" — not a real refund — which I rejected. They then quietly withdrew even that offer. When I demanded a cash refund, they called me before 7:00 a.m. and ultimately responded with a carefully worded email denying any responsibility and refusing any refund.

Their final response mischaracterized the hotel's written approval as merely a "willingness to review" a request. That is not what the documentation says. The hotel approved the change. Agoda chose not to act on it.

I am now pursuing a credit card chargeback and filing complaints with the Better Business Bureau, the Consumer Financial Protection Bureau, and the Tennessee Division of Consumer Affairs.

Agoda had every opportunity to make this right. They chose not to at every turn. Book elsewhere — there are far more reputable platforms that will actually advocate for you when something goes wrong.

Booking out hotel that haven’t used Agoda for more than 3 year and when talk with customer service they lie about it even that I’m at hotel and talk with owner they say they call but never do I stand next to phone and person they say they called tell the hotel have no roomed even they say they have rooms available but Agoda keep lie about it and offer that they can give 10% off
But I sill don’t get a room

I was left without accommodation the night before my. Wife's Funeral ceremony. No access code unless I paid an extra £100 Security fee to the owner.
I declined as I paid my Bill in full via PayPal. No mention at booking of Extra. I have no credit card.
At the property Rubbish bins stinking &, Overflowing. Dog 💩 everywhere.
All photographed & recorded
Refused a Refund seeking legal advice for breach of contract.
Save your money and possible Health. Book with a Decent Company imoho.

Totale abzocke.
Falsche Preise.
Buchung für 6 personen Preis nur für 1 Person.
Finger weg

My experience with Agoda was extremely disappointing. I contacted the hotel directly to request a date modification and was told that because my reservation was made through Agoda, any changes had to be processed by Agoda. When I contacted Agoda, I was told the reservation was non-amendable and that nothing could be done.
After further follow-up, Agoda stated that the hotel did not approve the amendment, despite the hotel previously directing me back to Agoda to handle it. This resulted in a frustrating and circular process where neither party took ownership or provided clear, consistent guidance.
I was not seeking a free change or exception and was fully willing to pay any difference in rate. The lack of transparency, coordination, and meaningful customer support made this a very poor experience. Based on this interaction, I would not recommend using Agoda and will be sharing this experience publicly so other travelers are aware.

I used Agoda to book a flight from Bangkok to Colombo. The price displayed on Google Flights and during my initial booking steps was THB 33,986. Due to a payment error on the first attempt, I had to process the payment again. During this process, Agoda quietly updated the final price to THB 35,969.43 via a small "banner" instead of making the final amount explicitly clear before the final payment confirmation.

As a result, I paid almost THB 2,000 more than advertised—making it more expensive than booking directly with the airline (Thai Airways). Customer support refused to refund the difference, blaming "dynamic airline pricing." Using deceptive UI patterns to sneak in price increases during the checkout process is unacceptable. I highly recommend booking directly with the airlines or using a more transparent platform. I will not be using Agoda again.

HIce una reserva de una habitación en el hotel Dazzler Recoleta de Buenos Aires a través de la plataforma porque ofrecía un precio menor que otras. Al terminar y poner la tarjeta para pagar, me informaron que esa habitación ya no estaba disponible y me redireccionaron a otra de un precio casi igual. Reservé la segunda habitación y me mandaron dos mails confirmando reserva y pago de las dos habitaciones. Tratándose de un hotel al que he ido con mucha frecuencia, me comuniqué con ellos que me confirmaron que ellos no cobrarían la segunda reserva. Agoda se negaba a devolverme el dinero basándose en la supuesta negativa del hotel que compartió conmigo y con ellos, su expresa manifestación de cancelar la reserva sin cargo, al mismo tiempo que igual manifestación por parte del proveedor. Al final se negaron sin fundamento alguno a la devolución del pago basándose en "políticas de la empresa" y me ofrecen la devolución en moneda Agoda, que debo usar en el plazo de 6 meses. Pero además, al consultar el estado de cuenta, cada una de las reservas es alrededor de U$S 10 mayor al monto comprometido. A ello corresponde agregar las llamadas telefónicas a Buenos Aires y a España para intentar solucionar el tema.
AGODA SIMPLEMENTE ME ESTAFO. NUNCA CONTRATEN CON AGODA

We have made our first booking through AGODA for Hotel Astoria Genova, however, our flight has been cancelled by the airline and we are unable to make suitable arrangements to make our trip happen. Agoda will not refund us after we have provided proof. We did make other hotel bookings through Booking.com with a no Refund option, however, Booking.com and the hotels were very understanding and gave us a full refund

Het hotel heeft mijn boeking geannuleerd maar de klantenservice van Agoda is niet bereikbaar. Boek hier niets!! Onbetrouwbaar!

Voor de derde keer bij de accommodatie voor de toeristenbelasting moeten bijleggen terwijl Agoda Zwart op wit laat weten dat alles inclusief is.
Volgens de accommodatie is dit schering en inslag. Nooit meer Agoda

I booked a property through Agoda and paid Agoda directly.

Later the booking was cancelled and the service was never provided. Agoda initially confirmed that the booking could be cancelled, but later they changed their position and said they need the property's approval for the refund.

The problem is that Agoda has confirmed that the property is not reachable and has not responded to their emails. Despite this, Agoda keeps asking me to wait another 24–48 hours repeatedly.

I have already waited several times as requested, but there is still no resolution.

This situation is clearly an internal issue between Agoda and the property. As a customer, I paid Agoda directly and should not be forced to wait indefinitely because the property is unreachable.

Agoda is refusing to process the refund and keeps delaying the case without providing a final solution.

I am now proceeding with a bank chargeback and filing complaints with consumer protection authorities.

Customers should be aware that Agoda may refuse refunds and ask customers to wait indefinitely if there is a dispute with the property.

Agoda advertised room rate for Tasme hotel in Dalat, Vietnam as 231,175 vnd/day before tax and fees but the bill showed room rate as 265,877 vnd.

I’m shocked by all the bad reviews. I use Agoda all the time as it’s usually always the cheapest, never had any issues. What has recently brought me to write this review is the way in which they have dealt with my cancellation. I had booked a non refundable hotel room at a Marriott hotel in Jordan for a holiday at the end of March, obviously I do not feel it is safe to visit anymore so I contacted Agoda through the app and requested a free cancellation including a refund and explained my reasons. It said they or the hotel would get back to me within 48 hours and within 10 minutes they had sent me an email saying they were happy to cancel and give me a refund and the refund was pending on my card used straight after. They didn’t need to be reasonable and refund me as it was my own choice to book a non refundable room but this level of reasonable customer service is what I respect a company for and will give my continued custom to.

The most terrible customer service ever.
I booked 3 rooms for my extended family with them, and when we went to check in the hotel claimed that they're overbooked and can't accommodate us. I contacted agoda customer service who promised to find us a similar accommodation, but never came back, so we spent the first night basically homeless. When I tried to contact them again the second day, they said that the hotel confirmed that we checked in, WHAT???
A bunch of lazy customer service personnel who make you wait an hour each time before answering then siding with the hotels without a proof, and covering up for their mafia partners. I won't use them anymore, AVOID AT ALL COST.

I am extremely disappointed with Agoda's service. My hostel in Sydney was overbooked, and Agoda's support explicitly promised me in writing that they would cover the price difference for an alternative accommodation.
While they refunded the original booking, they have now simply CLOSED my case without paying the promised price difference for the much more expensive replacement stay. I have been trying to resolve this for 2 weeks, but I am being ignored.
This is a clear breach of a written agreement. I have all the screenshots of the promise and the invoices for the new stay.
Booking ID: 1982466671
Issue: Unpaid price difference after overbooking in Sydney.
I expect an immediate reopening of my case and the promised refund, otherwise, I will escalate this to the ACCC (Australian Competition & Consumer Commission) and initiate a credit card chargeback.

NULL STERNE.
Abartig SCHLECHT. VOLLER GEMEINHEITEN UND HINTERLISTIGE RESPEKTLOSE ABZOCKE.
Betrug auf allerhoechstem Niveau.
Niveau...... Wo wo wo ❓❓❓Service..... Wo wo wo ❓❓❓
Der Kunde darf nur zahlen. Bei Problemen wird er im Stich gelassen, eiskalt abserviert. Beschreibungen der Zimmer so verwirrend, daß der Kunde unter Garantie betrogen wird. Dann folgt das obligatorische sorry, ohne eine finanzielle Wiedergutmachung. Die volle A.... karte bleibt beim Kunden hängen. Finger weg von dieser Plattform. Wenn ich die Bewertungen der anderen geprellten Reisenden lese, wird mir noch mehr übel.
Da gibt es nur einen Ratschlag...... Alle Fenster in deren Räumen mit Schwedische Gardinen versehen.

Booked a hotel and realised the dates were wrong on the confirmation, contacted the hotel who said they are happy to accept the cancellation, however agoda are dragging their feet pretending they have conacted the hotel, despite hearing from the front desk that no calls or emails have been made.

I contacted agoda and the hotel within minutes of the confirmation/booking being made. This is the first and last time i use agoda because their customer service is non existent and the agent i spoke to 'akhshay' straight up lied to me on the phone then sent me an email telling me conflicting information that wasnt the same as the advice given on the phone.

Their excuse is they have to wait for a third party to confirm the refund, despite no 3rd party being referenced in the booking process.

I paid for a Comfort room with a street view but was given an Economy room without a window because the platform sent the hotel the wrong reservation details. Support has delayed the case for two days, offered only small partial compensation in AgodaCash, and then closed the conversation when I requested a refund to my card.

Very disappointing experience — I will not use this platform again.

I booked the wrong day for hotel when I got there the hotel was very helpful and said they would cancel the order. So I clicked on cancel on Agoda but then the next day I got a message saying the hotel was unresponsive so I was still having to pay. On my way back, I went back to the hotel and then called Agoda customer support. They said they would contact the hotel to confirm the cancellation 15 minutes later he came back and said the hotel was not picking up the phone. I told him I was sitting in the lobby with the hotel manager. He panicked. I then asked them if this was a scam or just ignorance. He then talk to the hotel came back to me and said oh will send you an email with 48 hours. It’s canceled. And I bluntly told him I don’t trust a word you say. Somehow they were able to figure out how to send the cancellation email after being on hold and this call for 50 minutes.