Agoda Does Not Stand by Its Customers – Think Twice Before Booking!
I booked a nice hotel for my girlfriend’s special day and paid significantly more for a sea-view room. I arrived before my girlfriend to prepare for the occasion. However, I found feces and semen in several areas of the room, including the sofa and floor. The room had clearly not been cleaned. On top of that, the windows were covered in mud, making it impossible to see the sea, despite paying extra for the sea view. I had also submitted special requests to the property in advance through Agoda’s messaging and options sections. Despite informing the property about these issues, they refused to help. I had to tell my girlfriend not to come, and our special day was ruined. The property also refused to refund me. I contacted Agoda, a company I trusted, expecting support. However, my issue has remained unresolved for approximately six days. Agoda’s response has been extremely disappointing: 1. Agoda said the property must acknowledge the problem. What happens if the property refuses to admit its own mistakes? Why should customers depend on a property’s admission instead of having their complaints and evidence properly considered? 2. Agoda said special requests depend on the property’s availability. This was not about extra services. It was about basic cleanliness and hygiene, as well as a sea view that I paid extra for but could not enjoy. Does the property need to be available before it can clean feces and semen? Does it also need to be available to clean its windows? Agoda’s response gives the impression that it is defending the property instead of supporting its customer. 3. Agoda has failed to resolve my issue for approximately six days. Whenever I try to contact live support, I am told that the service is unavailable due to high demand. When I send emails, I receive automated replies a day later instead of an actual solution. How are customers supposed to get help when they face such serious problems? 4. Agoda offered only around $20 despite my request for a full refund. Considering the unacceptable hygiene conditions, the money I paid, and the special day that was ruined, this offer is nowhere near an acceptable solution. Agoda has failed to resolve my complaint fairly. Booking through Agoda may be easy, but what really matters is whether the company stands by its customers when something goes wrong. I trusted Agoda, paid through its platform, and expected support when I experienced this unacceptable situation. Unfortunately, my experience has shown me that Agoda fails to take sufficient responsibility and does not adequately protect its customers when problems arise. My advice to anyone considering Agoda is to look beyond the prices and hotel photos. Think carefully about the support you may receive if something goes wrong. Booking date: October 9, 2026 Booking ID: 1783913456 I expect Agoda to take responsibility for this situation and provide a full refund.