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.
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.
Dear Agoda Customer Support,
Your response is disappointing and completely fails to address the actual issue I have been raising repeatedly.
My complaint is not simply about the baggage allowance shown in your system. It is about the discrepancy between what was displayed during the booking process and what was ultimately recorded in your system.
When I made the booking, I clearly saw a fare that included 23 kg of checked baggage for approximately RM 1,100, and I subsequently purchased an additional 20 kg of baggage for approximately RM 300. I would never knowingly pay extra for additional baggage if I had understood that the original ticket did not include the allowance I selected.
Now, you are relying entirely on your booking records to deny my claim, even though the central issue is whether your booking system correctly reflected the baggage option I selected and paid for. Simply stating that your records do not show 23 kg does not resolve this discrepancy.
Furthermore, I have explained that Batik Air’s system did not reflect the additional baggage purchase, forcing me to pay RM 306.92 in additional baggage charges at the airport. I have also provided evidence and information obtained from airline staff regarding this discrepancy.
Instead of properly investigating the issue, your response shifts the responsibility back to me and advises me to review my booking confirmation. That is not an acceptable resolution when the accuracy of the booking information itself is what I am disputing.
I expect Agoda to take responsibility for investigating this matter rather than repeatedly issuing the same generic response.
I am requesting the following:
1. A proper investigation into the baggage options displayed when I made the booking.
2. A review of the payment records and the baggage add-on purchased through Agoda.
3. An explanation of why the baggage information recorded by Agoda did not match the information and services I understood I had purchased.
4. A refund of RM 306.92, representing the additional baggage charges I incurred.
Please escalate this complaint to your complaints management team and provide a substantive response addressing each point above.
If Agoda continues to dismiss this complaint without properly investigating the discrepancy, I will publish an honest review of my experience, including the supporting documentation available to me.
I am not asking for special treatment. I am asking for a fair investigation and accountability for a booking discrepancy that has cost me additional money and considerable frustration.
I look forward to your proper response and a fair resolution.
Booking ID: 2050880950
Flight: Kuala Lumpur (KUL) – Tashkent (TAS)
Booking Reference: QQIZFU
Anway system shit and they don't care you go through so much headache and trouble. i have been using agoda more than 9 years and i faced this shitty situation. not recommend it
Agoda 回复2026-10-17
Hi orzimurod berkinov,
Our flight team is looking into the issue. Please wait for any update from the team via email anytime within 48-72 hours.
For security purposes, do not disclose booking details including Agoda booking ID in public in accordance with our privacy policy which you can see at https://www.agoda.com/info/agoda-privacy.html
^SS
I have had good experience with Agoda but not for my latest hotel booking with them. They double charged me for two bookings. After spending hours talking to a AI bot, I managed to get a response. I sent through the evidence requested but my claim for refund was refused and they closed the case! I have now lodged the claim for a refund from my bank. Never again will I use Agoda. Terrible service, no human consumer support. They didn't even bother to respond to my simple request for information on what the two Agoda transactions on my credit card were for.
Agoda 回复2026-10-18
Dear melinda ho,
Thank you for your review. We`re truly sorry to hear about the difficulties you`ve encountered and the service you`ve received.
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
Thank you for bringing this to our attention, and we hope to regain your trust.
Regards,
Mai
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Found the right hotel in great location and reasonable price on Agoda.
Agoda 回复2026-10-17
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Very happy using agoda easy and quick to book your hotel room
Agoda 回复2026-10-17
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Very easy to move round Web site fantastic bargains to be had brilliant prices and very easy to communicate with.
Agoda 回复2026-10-17
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Good price on accommodation. Booking is straight forward.
Agoda 回复2026-10-17
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Clear what offer from each hotel, smooth booking. Cheaper option than any other.
Agoda 回复2026-10-17
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
This website is easy to use and always has the best prices . It has offers for members
Agoda 回复2026-10-17
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Easy to book . With app can see my booking . Great price
Agoda 回复2026-10-17
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Easy to book ,great advice , good reviews Will use again.
Agoda 回复2026-10-17
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Excellent hotel website.
Good selection of hotels.
Easy and fast booking process
Agoda 回复2026-10-17
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Very easy to use , this is my second year using Agoda,!
Agoda 回复2026-10-17
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
Thank you for sharing your positive experience with us. Your feedback is much appreciated.
We're glad to know that you're happy and we are looking forward for your next journey with us! Have a wonderful day!
