WARNING: Agoda left me paying for a filthy hotel — even after management approved cancellation
⭐ 1/5 — Absolutely disgraceful customer service. Book at your own risk! If you think booking through Agoda gives you any meaningful consumer protection when something goes wrong, think again. I booked what was advertised as a 4-star hotel in London through Agoda. What I found was one of the dirtiest hotel rooms I've ever encountered. The mattress was badly stained, the pillows and towels were filthy, the bathroom was dirty, and underneath the bed were alarming amounts of dust and dirt. The condition of the bedding made me concerned about possible bed bugs. The property looked nothing like the advertised photographs and, in my opinion, wouldn't even qualify as a 2-star hotel. I immediately contacted Agoda, provided evidence and requested to cancel the unused second night. I was prepared to pay for the first night, despite the appalling conditions. This is where Agoda's customer service became even more shocking than the hotel itself. I was told the booking had been made through their partner, Expedia, meaning Agoda needed Expedia's approval, which in turn depended on the hotel authorising the refund. Agoda subsequently claimed that the hotel had refused. However, I personally spoke with the hotel manager, who clearly stated that she had authorised the cancellation. I have an audio recording of that conversation. So who is telling the truth? Why am I receiving contradictory information? And why should a customer have to investigate the relationships between Agoda, Expedia and the hotel just to obtain a refund for unacceptable accommodation? Despite my evidence, Agoda offered just $30.20 in AgodaCash, valid for six months and subject to restrictions, instead of refunding the unused night. I have now escalated the matter to my bank and intend to pursue a formal consumer complaint. My advice: Be extremely careful booking through Agoda. Their attractive prices mean very little if you are left without effective assistance when something goes wrong. Book directly with a reputable hotel chain whenever possible, pay by credit card, and photograph or record everything immediately if the accommodation is unacceptable. I have photographs, videos, correspondence and an audio recording to support my account. Agoda, this is not how paying customers should be treated.