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.
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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.
I finally got refund into my bank, after posting negative customer service review, Unfortunately it took it so much, the more l had no problem making reservation or getting confirmation, contrary to others review.
However Agoda Customer service is a problem, as multiple agents replied, each different, lacking consistency and my confidence in their same scripted reply, insisting delay was at my bank, causing stressfull and unnecessary multiple communication with bank assuring me each time of no delay and immediate refund posting policy
The bottom line, Agoda refunded me reservation for 3 nights where two were sleepless due to property lack of compliance in guest adherence to proper conduct, and instead retaliating against me.
I appreciate that.
I booked at a Park and Fly hotel, not realizing it was through agora, not the hotel. When I got here, I had to pay to park! The booking agent didn't tell me they don't book "park and fly". In fact the booking agent didn't tell me he was not from the hotel. I got screwed! The hotel is great, though.
I am allowed to cancel for free before my check-in date, the site says. I go onine to change dates, I cant but it says I can cancel and rebook. I try to cancel, i cant it says; I will have to call Customer Service...and thats where you time goes to perish.
Got hung up twice while the hold music was playing...never even made to live person. Issue started when Agoda switched the dates on me in order to get me a good deal ...i have been trying for a couple hours to see if i could get lower rate and on my 3rd try in 2hrs, i never noticed the check-in/check out dates had changed until my confirmation email came through, after booking. So im stuck with the booking for now and will just have to spend more to get a room for tonight. Not happy
Update:
Finally got someone on phone and got a seamless cancelation- I wish this could be done on their site. Watch those dates; always confirm dates before booking. That being said, i will still use them in the future alongside other apps; every so often they get me decent prices on stays.
The Lamb Inn. Marlborough
Described as a Superior Room. Website out of date. No evening meals offered despite website and information when booking. Wifi constantly dropping in and out. Noisy - very popular locals' pub with outdoor yard for customers and smokers, overlooked by my room. Despite asking for a light bulb, didn't get one. Shower unreliable (hot and cold) and needs immediate attention. I stayed two nights. My room wasn't cleaned or serviced (bed not made up, though they did top up tea/milk on my request). Overall, rather disappointed. Staff friendly but little effort to make you feel welcome. Parking on public streets worked well for me as I was off early both mornings. Would I recommend? No. Value for money? Poor
I am a regular user of Agoda.com and have found the prices on Agoda to be competitive. Only once did I have a problem with a hotel that didn't have my booking. It was cleared up once I called up Agoda.
I am a VIP/Platinum user (47 bookings in the last 2 years alone - I look after the international business of a software company) but I don't believe I have received any real privileges.
My main gripe is the Agoda Cash and Cashback Rewards. I currently have 9 Rewards either "Processing" or "Requested", 2 of which dates back to Dec 2022. That's almost 12 months.
Would I continue using Agoda.com? Yes, if the prices remain competitive.
I use other sites such as Booking.com (part of the same stable of companies as Agoda.com), and Trip.com.
Booked a hotal a few minutes ago, seemed like a great deal, 77usd a night, by the time you pay and they add on all the rigma role, it cost me over 110usd.
Im not impressed as the extra charges came up after I booked it. I will stick to booking.com
I have used Agoda several times in the last year. What I liked is that it is possible to find lower prices than booking directly or using other online travel agents. However, I find the website's layout confusing and it uses pressure tactics to push customers to book quickly (x people have already booked or are looking at the same deal, there are only x rooms left at this price, etc.).
Agoda promise to match any lower price that you can find after booking with them. Don't count on it, I booked and a few minutes later they offered a lower price, but their customer service refused to refund the difference on a technicality.
My advice is to do your research before using them and to study the deal carefully before accepting.
Customer service is OK but booking partners not reliable
I had booked an accommodation in NZ through them which was a total scam. The booking did not let us access their property, didn't answer our phone calls, and Agoda initially said they have no control over the property managers whom they advertise on the website. After providing them with due evidence, they have acknowledged that the property in question was unreachable and at least agreed to refund for their next booking. Customer service respond is good but their booking partners do not seem to be reliable. My 2 stars only for the prompt customer service support I received.
Up until recently I found Agoda quite satisfactory to book accommodation with in the far East when travelling there. Communication between Agoda and the hotel seems poor as twice the hotel expected me to pay the Malaysian Tourist tax when in fact it had already been confirmed paid by Agoda. Secondly the hotel tried to claim breakfast was not included in the booking when it clearly was. This might be more to do with the hotel but Agoda provides no means to contact them with complaints or issues, just a fairly useless 'frequently asked questions' which never does answer your questions (in common with many businesses these days)!
Hotel had no confirmation of our booking on arrival and we had to find elsewhere at short notice. I was extremely worried when I looked up reviews and feared I wouldn’t get my money back, however in all fairness they were quick and helpful on the phone, offered a full refund with credit (or to help us find alternative accommodation, which we turned down) and the refund has gone back into my account immediately.
I booked 5 nights in Hawaii following a cruise from Australia. Because it was free cancellation and pay later it caused a problem as I wanted to pay before I left on the cruise. Unfortunately they don’t have a facility on the Agoda app to pay it before the due payment date. Tried many times to get someone to take my payment. After hours of anxiety, worrying whether I’d have no accomodation at the end of our cruise. All settled after 6 hours. Great prices though.
Agoda totally skews your view of a property by showing only the best reviews - there’s no way to filter by star system like there is on Booking.com. This means you book a hotel based on a handful of good reviews only to find out that it’s terrible - but your review will never be seen anyway! Better to use Booking.com and filter to see what the bad reviews say too.
First time I used Agoda to book a hotel. In their email, it says price guarantee and they sent me 3 emails. However, when I'm ready to pay, there was issues, mainly because, I found out later, Agoda is based in Singapore. In their email, there's no customer support phone number and it states "Agoda price guarantee". The phone number in Agoda email is not Agoda, it routed to Choice Hotel, totally irrelevant. I finally got hold of Agoda customer service based in Philippine. The young lady is nice, but her English is not good and the system is totally different over there which caused the issue. I'm not sure I will use Agoda again because of the hassle I have to go through. But their price is the best so far.
We booked through Agoda in 2012 and they were fabulous. 2022 was the next time we booked via Agoda and they were pathetic. We booked a room in Holiday inn for 2 Adults and 2 kids and paid for
It. We got a booking confirmation in writing. Called the hotel before our flights for airport pick up and they had only received a booking for 2 adults and asked us to pay surcharge. Agoda promised they would cover it and then went back on their words. Left a very bad taste. Poor business standards. Will spread the word so none of my loved ones feel defeated against an autogenerated email that tells you basically you have been shafted.
Update as at 20.12.22
Within 6 hours of posting this review we received a call from an Agoda rep advising us to pay additional monies at the hotel and that they would reimburse us the cost. I am not for paying and recovering money especially from big businesses. Past experience has never been positive. However with no options during the busy period am left with no choice. Whether Agoda refund us or not only time can tell. Will update this post as it all plays out.
Update as at 02.01.2023 rating updated accordingly
A favourable outcome : The hotel did not add a surcharge on our bill. Therefore there was no need for Agoda to refund us any monies. This was a good outcome. Agoda I must say thank you for listening.
Turned up at our hotel in Inverness, tried to book in told to have a seat as there was a computer glitch, then sat for over 1/2 hour to then be told they had booked us into another hotel. So we had to go to another hotel, which turned out to be cheaper than what we actually paid to Agoda. Great ???
Visited BATAM VIEW RESORT, from 18 to 21 November.
My experience at the breakfast for my duration of stay was extremely disappointing with the same spread over 4 days.
The rooms were nothing fanciful, the air conditioning was really frustrating, it was not far from the temperature outside at the beach, the toilets certainly needs some attention, the toilets are constantly wet , probably somewhere is leaking.
Lunch at Kelong was indeed a pleasant experience, meal was good ,ambience was also great.
Dinner at the ISLANDER LOUNGE was a let down. The chicken wings looked so pathetic and the French fries was a far cry from anything of even being satisfactory. Today 21 November, decided to have a good lunch before check out, that too was so upsetting, there were barely 6 people in the cafeteria, but the waiting time, was ridiculous, it took 36 minutes for the 1st dish to be served which was the AYAM BUMBU SILIWANGI, when the dish arrived, the chicken was icy cold, they offered to heat the meal, but the experience was just so dampening after all the waiting. If you would to ask for any compliments, be prepared to wait for a long time, eg red cut chilli or even the sambal chilli, food and beverage is disgustingly horrendous.
The band was good so were the resort staff, the staff were kind and warm.
Our travel from the Nongsapura to BVBR, was pleasant however they lack amenities nearby or within the resort. Travel time to either mall, takes approximately 45 minutes. The fare ranges from 160000 to 200000 rupiah, for one way.
Your disappointed customer
Accommodation booked on a Motel that was actually closed
I booked accommodation Mandarin Plaza Cebu, Philippines through Agoda in March 2022 for a 15 night stay in September 2022
Booking went through fine. Payment was made.
Three or so months later, I was checking a few websites to see how covid was going over in The Philippines when I came across an article saying The Mandarin Plaza Hotel is closed till October 2022 for renovations and has been since January 2022. I got on the phone and called Mandarin to enquire. The lady that answered said "Yes we are closed and we cannot honour your booking for your dates in September. You will need to cancel that through Agoda" or words to that effect.
There is nothing on Mandarin's website, that I could find, that says they are closed, yet they still took the booking. I cancelled through Agoda and was refunded almost immediately, which was excellent. I don't know who to blame for this. Agoda or Mandarin? I think a bit of both....Just disappointed as I was looking forward to staying here.....
Nothing wrong with the apartment I booked- it was great. I chose not to pay immediately, but the day before arrival. It has taken a whole month to sort out, as Agoda charged 5% extra on top of the current currency rate- Ok that was in their small print, I had to accept that, but I proved they charged 10% but they denied that, so as it was all logic with figures I kept going back to them and eventually got it sorted with a credit being arranged, but there was email after email with a big communication problem due to lack of the English language from a lot of their staff and also trying to answer me with standard clauses which made no sense. The original pending payment from my bank a/c didn't happen and I kept telling them this. It all got sorted but NEVER wait to pay just before you arrive at your accom- select pay now, otherwise you will get screwed with add on's.
