Agoda Company Reviews & Complaints

Reported By: Vicky Collinson

Contact information:
Agoda Company

Good Evening,
I am writing to you after some consideration and various emails between Myself and several of the Agoda collegues regarding a recent stay in Italy under the booking number Booking ID: 205227901.
First of all it is important to note that I have been a customer of yours for some time. I have never cancelled a booking and always paid in full on time for any booking made with you. I have used your company and got friends to use your company many times and this is why I am committed to sending this email as a final straw.
I recently booked the aforementioned Hotel in Italy with you to end my 4 week tour (during which nearly all of my stays were booked with you). I specifically booked this hotel as it was 4* a good price and had good reviews. Furthermore I needed swimming facilities for my small child who is 1 and there are not many hotels available with a pool in the Italy region. Unfortunately my hotel booking was cancelled without speaking with me and as a result I have had to re-book my final 10 days in Italy with other less rated accommodation (the first of which I am very disappointed with and would never stay in nor recommend to anyone), the second of which I have not yet attended so I’m hoping it is up to standard.
The hotel was cancelled by yourselves because my credit card details had changed and unfortunately the hotel couldn’t process payment – this I understand to some extent however the following things were unacceptable on behalf of Agoda:
1. The company contacted me once by email to update my information for the payment to proceed – I am on holiday in Italy and therefore was not in wifi contact all of the time to receive such information. I had 1 email only and no further contact.
2. Agoda called me once and then cancelled the booking after this (the call was made from Washington DC and therefore being on holiday in Italy I did not answer it. I think this is perfectly acceptable as it would have cost a fortune and I had no idea it was you calling) No other calls were attempted by you.
3. When I emailed Agoda back having read the aforementioned email to update my information informing you that the link you had sent through to me to do the update with did not work you informed me you would send a new link. You did not. I went to bed and in the morning the booking was cancelled without any further discussion.
4. I asked via email for the booking to be reinstated and received no response – I did this 4 times – each time the email went to a different operative and they did not read the previous thread therefore couldn’t respond appropriately.
5. I called the Agoda helpline and left a message for someone to call (this cost me 25 euros) and no one returned my call.
6. One operative finally said she would try to help and get back in touch via email and then never did.

All of this time (2 days in total) I could not re-book the hotel because i did not know the status of the booking and no one offered any alternative suggestions to me.
At this point I was in Italy with a 1 year old baby and no accommodation to stay in – unacceptable. I also had the cash waiting in the bank to pay the booking making it all the more infuriating.
on final contact you told me to re-book the hotel – which I tried to do but it was no longer available (it suggests to me that there was an overbooking at this hotel and we were therefore not given the rooms we had booked!). it seems very unlikely that this would be re-booked so quickly particularity as we were checking the property the whole time and it never came back on line for the agoda site.
Anyway as a result you then informed us that you would provide us with a small discount however since we could not re-book this hotel and had to book two separate hotels this refund has decreased in value and we are still not sure how it will be paid as once again someone has failed to contact us with the this information.
There are several things wish to clarify/ mention:
1. the website informed me and I opted to pay at the hotel therefore a request was never expected to be made for the money earlier than we had arranged. You should if the option is there to pay at the hotel NEVER take the money before this it could cause someone serious issues – why was this done?
2. I wasted 2 days of my holiday looking for new accommodation in Italy i am yet waiting an apology regarding this!
3. The locations I ended up staying in were well below the standard of the location i originally booked and therefore my most recent stay has been shall we say unpleasant.
4. At no point did anyone from your team contact me with the same email address therefore they did not know the whole story and so were unhelpful/ unable to be helpful.
overall a very relaxing holiday has been spoilt.
I would like some sort of acknowledgement regarding this and once again I would like to know how the refund will be made to me and I would like to question whether this is a valid refund offer I feel it is not truly reflective of the problems we have faced to receive such a nominal refund.

Finally I also appreciate that whomever is reading this email is not directly responsible and I appreciate both your patience in reading the information and also in the response that you make though you can image my upset travelling with a baby, a lack of wifi and no accommodation. Please therefore excuse the tone.
Thank you for your time
Awaiting a response via email as I am still vacationing and so will not be collecting your call
Mark