Agoda, a digital travel platform, helps anyone see the world for less with its great value deals on a global network of over 6 million hotels and holiday properties worldwide, plus flights, activities, and more. Agoda.com and the Agoda mobile app are available in 39 languages and supported by 24/7 customer support. Headquartered in Singapore, Agoda is part of Booking Holdings (Nasdaq: BKNG) and employs more than 7,000 staff in 27 markets, dedicated to leveraging best-in-class technology to make travel even easier.
Written by the business, not verified by us.
Is Agoda legit?
Agoda (www.agoda.com) has a 3.0 out of 5 rating on OK.one, based on 968 user reviews collected here. It is listed under Travel & Vacation and its reputation is mixed. 21% of reviews are 1 star, a relatively high share; The business has replied to 93% of negative reviews; Reviews mostly discuss Price, Customer service, Refund. Last updated 2026-10-24.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers frequently highlight that the booking process is straightforward, allowing them to easily secure competitive prices for their trips. Many people also appreciate the prompt confirmations, wide accommodation choices, and overall convenience of managing their travel plans in one place.
Some reviewers were not happy with customer service, pointing out major difficulties in reaching human representatives when unexpected issues arise. Additionally, travelers expressed deep frustration regarding lengthy delays, unhelpful AI chat systems, and serious complications when trying to obtain refunds. A few consumers also mentioned encountering unexpected website errors, misleading information, and missing accommodation details upon arrival at properties.
Auto-generated from all reviews of this business. For reference only.
Was considering cancelling a pre-paid booking and Agoda made this easy to do. A little too easy as I thought I was due a refund but no I should have read the small print apparently. The fact I was not due a refund should have been made clear when cancelling but this is all my fault for trusting this company.
Automated help is no use. I will avoid for future bookings.
Update: Agoda did give a refund for this transaction but this only happened because of this trustpilot review as I was unable to contact a person using their help system. Will you use them again because they can be cheaper in SE Asia for hotels but beware of cancelling a booking.
Reply from Agoda2026-01-25
Hi Graham Hull,
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you`ve experienced and regret that your expectations were not met.
Due to Agoda privacy policy, we are not able to provide detailed information on this platform so we sent an email to your registered email details on the booking to provide further assistance , please check and reply so we can proceed to assist.
Your experience is very important to us, and we are committed to resolving this issue.
^Nillo
Incorrect no-show classification and refusal to take responsibility
I had a very disappointing experience with Agoda.
My reservation was incorrectly marked as a no-show. The booking should not have been accepted for that time without clear and explicit notice of the property’s restrictions. This information was not properly disclosed at the time of booking, and as a result, the service was not provided through no fault of my own.
I contacted Agoda customer service immediately and requested escalation. While the agents were polite, Agoda ultimately shifted responsibility to the property and refused to resolve the issue, stating that the hotel “denied the request”. This is unacceptable, as my contract is with Agoda, not directly with the property.
This case is not about hotel policy — it is about incorrect booking conditions and improper no-show classification. Agoda failed to ensure accurate information and then failed to take responsibility
Reply from Agoda2026-01-24
Dear Olga,
Thank you for your review. We`re truly sorry to hear about the difficulties you`ve encountered and the service you`ve received.
We have sent a request for more information so that we can locate your booking on our system. Otherwise, you can also contact our help center where you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" and "Contact Agent" to get connected.
• After this you will see an option to "Leave a message" to stay on the chat and connect with our agent, or you can choose "Call Us" and Agoda hotline number for your region will be displayed.
Once we are able to locate your booking, we will be reaching out to you via your registered contact details on the booking to provide further assistance.
Regards,
Mai
This company is mostly trustworthy but why you making it more expensive to the customers when booking using the app compare when using your website. Think about, it is not good for businesses and customers will delete your app. Good professional practice when you don't confirm booking unless you have the hotel confirmation.
Reply from Agoda2026-01-24
Dear Adnan,
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you`ve experienced and regret that your expectations were not met.
We are able to locate your booking however due to Agoda privacy policy, we are not able to provide detailed information on this platform.
We will be reaching out to you via your registered contact details on the booking to provide further assistance.
Sincerely,
^Mai
Lack of user friendly customer services! If you can get hold of one you just get very little support
Reply from Agoda2026-01-24
Dear Robert Rapley,
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you`ve experienced.
We are able to locate your booking however due to Agoda privacy policy, we are not able to provide detailed information on this platform.
We will be reaching out to you via your registered contact details on the booking to provide further assistance.
Sincerely,
^Mai
I was waiting on the phone and phone was cut off twice and my question was not resolved regards to hotel booking confirmation.
Last hotel booking was confirmed by Agoda but when rechecked at the hotel it was cancelled by the hotel why?
Reply from Agoda2026-01-23
Hi, We are sorry for an inconvenience, we found that the booking owner already contact us on the phone and the case is in the midst of investigation.
Please kindly wait for our team to check and will get back to you on verified channel.
Regards,
phop
Booked a Motel in France, that has a twenty four hour automated service.
Despite receiving confirmation, the emails did not contain the access codes required to enter the hotel.
Customer services took 26 minutes to tell me < the reservation would have to be cancelled.
This is now the second time ,(with a different hotel), that this problem has occurred.
I would advise you pay the hotel/Motel, a Euro or two more to be directly on their system.
Reply from Agoda2026-01-21
Dear Essexlol,
Thank you for your review. We`re truly sorry to hear about the difficulties you've encountered upon check-in and the service you've received. We understand how frustrating and disappointing this situation must be, especially when you were looking forward to your stay.
We are committed to addressing this issue promptly and ensuring that you receive the support you need. Here's how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
We value your experience and are dedicated to resolving this issue. Thank you for bringing it to our attention, and we look forward to earning back your trust.
Sincerely,
Rosie
Booked a hotel room and was randomly given another significantly downgraded room with marginal reimbursement for the difference. Somethings are beyond control but this was made worse by the customer service which was totally hopeless
Reply from Agoda2026-01-21
Dear David E,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
Rosie
It is very frustrating and annoying that most time i need to go incognito to get the best rates. As a VIP member I had expected loeer rates, however when I link from comparison sites invariably I get a higher rate than on the comparison site. I need to open an incognito window to get the lower rate. This is totally unacceptable.
Reply from Agoda2026-01-19
Hi Paul Slinger,
Our apologies for any inconvenience caused. Your experience is very important to us, and we are committed to resolving this issue.
Our team will reach out to your via call or email within 24 hours, We look forward to assisting you. ^Nillo
Have a confirmed booking with a hotel through Agoda and want to modify the dates but Agoda's poor automated customer service sends you around in a loop telling me to put in my ID number, then tells me it's a flight ID number which it is not, and also says I have no booking with them even though I have written confirmation of the booking. I sent them proof of the Agoda booking and they still denied there was a booking. I booked 3 hotels with them this trip and it will be the last.
Reply from Agoda2026-01-19
Hi Heather Wardell,
Our apologies for any inconvenience caused. Your experience is very important to us, and we are committed to resolving this issue.
Our team will reach out to your via call or email within 24 hours, We look forward to assisting you. ^Nillo
Not very help full.
On line chat sends you round in circles.
Not prepared to help with mistakes
Reply from Agoda2026-01-19
Hi steve barber,
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you`ve experienced and regret that your expectations were not met.
We found our team has received your request and are working on the case , we will reach out to your via call or email within 24 hours, We look forward to assisting you. ^Nillo
Thank you for your patience,
Sincerely,
Nillo
Used Agoda for 8 years instead of booking.com. for the second time something wrong with the booking. First time no airco, now no breakfast where was paid for. They dont solve the problem ! So this was my last agoda booking.
Now after this review , they make it even worse with question on question and nonse remarks
Reply from Agoda2026-01-12
Dear van Kessel,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
Ric
Update:
Dear van Kessel,
Thank you for updating your information.
We are able to locate your booking in our system however due to Agoda privacy policy we are not able to provide detailed information on this platform.
We will be reaching out to you via your registered contact details on the booking to provide further assistance.
Sincerely,
^Mai
Misleading final transaction amount and no way to contact customer service. Avoid them if possible.
I recently made a hotel reservation through Agoda. Initially a specific amount (in AUD) was supposed to be deducted from my debit card but when the transaction was confirmed on my card, I could see a foreign transaction fee added in the transaction as well. My point is if they were supposed to deduct a certain foreign transaction fee, they should have shown that amount in my final payment page but instead they showed an amount and on payment transaction, a foreign fee was added on top of it. If the final transaction amount was in USD or any other currency, I could have understood as well but that was not the case either. Worse part is you cant contact their customer service as well. There is no email address or contact number mentioned to reach out to them.
Reply from Agoda2026-01-08
Dear Paul,
Thank you for your feedback
To be able to check your issue further we have sent a request for more information so that we can locate your booking on the system. Or you can also contact our help center where you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" and "Contact Agent" to get connected.
• After this you will see an option to "Leave a message" to stay on the chat and connect with our agent, or you can choose "Call Us" and Agoda hotline number for your region will be displayed.
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Regards,
Mai
The pricing is not transparent. The listed accommodations could be more varied.
Reply from Agoda2026-01-09
Hello Jules,
Our apologies for any inconvenience caused. Our team will reach out to your via call or email within 24 hours, We look forward to assisting you. ^Nillo
Agoda partners with SCAM HOTEL and has lost my trust
UPDATE: Thank you Rosie for your heartfelt response. After multiple declines of a 50% AgodaCash back compensation I have now been refunded 100% of my booking value in AgodaCash with 6 months expiry. Had to persist for the bare minimum. Agoda really needs to review its partner hotels for trustworthiness and blacklist scammy ones instead of promoting them!
Shame on Agoda for promoting J Link Hotel Hong Kong on its platform and ignoring or omitting the many negative reviews it has received, either it is negligent in ensuring its partner hotels are trustworthy or worse!
I booked J-Link Hotel for a 3-night stay in Hong Kong through Agoda as a top promoted hotel, and showed up on the evening of checking in with my PAID AND CONFIRMED booking. They denied me entry because of a technicality in my passport versus my Agoda account name (by convention with certain countries, the “Surname/ Family name” and “Last name” do not mean the same thing and are positioned differently in the passport).
The hotel staff refused to negotiate on this matter. When I kept insisting, she left and was replaced by a more aggressive staff who kept falling back on the T&C’s of my booking being non-refundable and there is no resolution for this, except for me to contact Agoda. After that, they completely ignored me and I am left stranded in a foreign city I have never been to before, on a new year’s day, and left to fend for myself. Hideous and heartless people.
Agoda Customer Care initially offered compensation of 50% of the original booking value in AgodaCash. Not good enough - not for all the trauma I went through thanks to using their booking platform!
Agoda Customer Care also says they can initiate a full refund provided the hotel agrees to it. UPDATE: Agoda has reviewed my case and has responded with a full refund.
I failed to do my own due diligence in double checking that this particular hotel actually has many reviews of them pulling off this scam, including reviews from other websites and especially on Google reviews. Implicit in using the Agoda platform for booking meant that I trust it and took it for granted that its partner hotels are reliable and trustworthy. It needs to improve on its own vetting process for partner hotels!
Reply from Agoda2026-01-04
Dear Matt Huan,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
Rosie
Booked several bookings but was disappointed one booking showing as available was confirmed by the hotel as unavailable. The cost for bookings were more competitive than other options at the time.
Reply from Agoda2026-01-21
Dear glen,
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you’ve encountered and regret that your experience did not meet expectations.
We acknowledge your concern and will reach out to you via registered contact details shortly. Rest assured that you will receive the necessary assistance promptly.
For quicker resolution, you can also contact our 24/7 customer service team at https://www.agoda.com/info/contact-agoda.html (Log in to your Agoda account >> select Accommodation or Flights >> click Contact Agoda Customer Service >> Choose Contact Agoda >> Select a booking >> choose your preferred communication channel).
Sincerely,
Rosie
Agoda is fine as long as everything…barely existent customer service
Agoda is fine as long as everything runs smoothly. However, when it comes to support requests, for example, regarding justified refunds, the company is completely unresponsive and doesn't address the issue at all. Ultimately, it's not worth spending hours writing emails for a mere $80, and Agoda is well aware of this. My time is too valuable, but I'm hereby giving Agoda a rather poor rating. In the future, I will think twice before booking a hotel through Agoda, simply because of their barely existent customer service.
–
Thank you for the answer. That information (did not check its quality since that takes time) should be available beforehand. Everything else: as I already stated.
Reply from Agoda2026-01-07
Dear Martin,
Thank you for your review. We`re truly sorry to hear about the difficulties you`ve encountered and the service you`ve received.
Here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" and "Contact Agent" to get connected.
• After this you will see an option to "Leave a message" to stay on the chat and connect with our agent, or you can choose "Call Us" and Agoda hotline number for your region will be displayed.
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right.
Sincerely,
Mai
I found the hotel booking to be alot cheaper with different price options as a guest compared to if I signed in as member which was more expensive and gave me one option to pay in full at the time of booking. I'm just thinking, was it worth signing up to agoda as member when you get better deals as a guest.
Reply from Agoda2026-01-07
Dear Jimback,
Thank you for sharing your feedback with us.
After reviewing your case, we are able to locate your booking however due to Agoda privacy policy, we are not able to provide detailed information on this platform.
We will be reaching out to you via your registered contact details on the booking to provide further assistance.
Sincerely,
^Mai
I find it interesting that I have a VIP/platinum level yet it seems to mean nothing when booking hotels my partner is bronze and she can get the same price and sometimes less.
Good to use to check prices but try others as well to check if you can get a better price.
Their so called specials only seem to get you the same price as aways available with a marked up normal price.
You can use Agoda but I would keep a good eye on what your paying and make sure you compare prices at all times
Reply from Agoda2026-01-07
Dear James Farmer,
Thank you for your review.
If you need information regarding booking, you can connect with us via chat and we will be happy to assist you:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" and "Contact Agent" to get connected.
• After this you will see an option to "Leave a message" to stay on the chat and connect with our agent, or you can choose "Call Us" and Agoda hotline number for your region will be displayed.
Sincerely,
Mai
You are getting pressed to book with time limited discounts
When you look for a stay they offer you huge discounts, coupons and whatever and when you actually want to book just a few hours later, all benefits are void or prices have magically gone up and you have to pay a way higher price.
Reply from Agoda2026-01-07
Dear Martin Rienesl,
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you`ve experienced and regret that your expectations were not met.
After reviewing your case, we are able to locate your booking however due to Agoda privacy policy, we are not able to provide detailed information on this platform.
We will be reaching out to you via your registered contact details on the booking to provide further assistance.
Sincerely,
^Mai
I booked accommodation through Agoda and later found a significantly lower publicly available price for the same hotel, room type, dates, occupancy, and non-refundable terms on another major booking platform that Agoda lists as eligible under its Best Price Guarantee.
I submitted a Best Price Guarantee claim with screenshots and links showing the full price breakdown prior to booking. The claim was ultimately rejected on the basis that the booking was considered to be “in conjunction with another promotion or discount.”
Throughout the process, responses relied heavily on standard policy wording, and I was not able to obtain a clear explanation of which specific promotion or discount applied, or confirmation that the submitted evidence had been reviewed in detail.
While I understand companies need to apply policies consistently, the experience left me with little confidence in how the Best Price Guarantee works in practice, particularly when third-party cashback or affiliate tracking is involved.
Agoda did process the booking correctly, but based on this experience I would recommend caution when relying on the Best Price Guarantee for higher-value bookings.
Reply from Agoda2025-12-19
Hi Grant,
Our apologies for any inconvenience caused. We found that out team has manage to reply an email to the booking owner already, please kindly check your email and reply to our email so our team will check it for you.
Here’s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
We look forward to assisting you.
^phop
