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.
Took my money then cancelled my booking.. kept my money
Very strange experience, accepted my booking and took the money, then sent me several emails saying the booking had failed but with different booking numbers? Still have my money and it’s IMPOSSIBLE to talk to anyone. My advice, skip these shitty brokers and go straight to the hotels - the price is often the same or CHEAPER! I still have no idea if my booking is booked or cancelled and no sign of my money….
Agoda 回复2026-10-12
Dear Dan,
Thank you for reaching out to us regarding your refund. We sincerely apologize for the long wait and any inconvenience this may have caused. We understand how important it is for you to receive your refund promptly.
To assist you further with your refund, please email us at [email protected] with the following details so we can locate your booking on our system:
1. Agoda Booking ID
2. Lead guest name
3. Email address
4. Summary of inquiry
We value your experience greatly and are dedicated to resolving the issue. Thank you for bringing this to our attention, and we hope to earn back your trust.
Sincerely,
^Moh
We were not provided with the correct entry time on arrival at property. We booked based on a 3pm entry time and on arrival we were then told 4pm. We had unpacked all luggage, bags and food for the refrigerator ( including a celebration cake ). We were meeting family for a celebration meal at 4pm and this had to be cancelled due to non entry at our accommodation. As previously stated all booking information stated 3pm entry and we basically had 4 people standing outside the property unpacked with no entry. This is unacceptable.
Agoda 回复2026-10-12
Dear William McCulloch,
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.
Our representative has sent an email to the registered contact address. If you need assistance, you may reply to the email and we will assist you further.
Regards,
^Mai
Very bad service. I asked to change my email in my profile because it was incorrect and i didnt get any messages from the property i was going to. I reached agoda’s costumer services. They said ill get an update mail for my new email. Never got it and also i didnt get any instructions from the booked property. I lost my money. Disgraceful. Never agoda again. Only booking.com
Agoda 回复2026-10-12
We are sorry for an inconvenience. We`re truly sorry to hear about the difficulties you`ve encountered 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" 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.
Thank you for bringing this to our attention, and we hope to regain your trust.
Regards,
phop
Hello, we sincerely apologize for the issue.
As this channel is unverified for security reasons, we are unable to assist further here. We have already sent an email to the booking owner. Please kindly check your email and reply to our email with your request in detail, and our team will review it for you.
Thank you.
Regards
phop
Booking cancelled by them, money charged and endless finger-pointing!
A terrible experience and unacceptable customer service. I made a booking for a hotel in Malaysia, but my partner received two cancellation emails directly from Agoda.
Suspicious, I contacted the hotel directly, and they confirmed there was no reservation under our name. Even though the cancellation came from their system (Agoda), I was still charged 200 euros.
After calling the Malesian customer service and wasting 4 hours on the phone, the response was the height of absurdity: I was told it was the hotel's fault, completely ignoring the fact that they were the ones who sent the cancellation emails. Money taken for a service never provided and zero transparency. Stay away!
Agoda 回复2026-10-12
Hi ,
We are sorry for an inconvenience. We`re truly sorry to hear about the difficulties you`ve encountered 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" 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.
Thank you for bringing this to our attention, and we hope to regain your trust.
Regards,
phop
Unacceptable experience: Non-existent property and zero emergency support (Booking ID: 2057010816)
My recent booking experience through Agoda was extremely distressing. Upon arriving at the designated address, the property did not exist, and every contact number listed for the host was completely unreachable.
In an urgent situation with nowhere to stay, I attempted to contact Agoda’s customer support, only to find no immediate assistance available. Left stranded, I had no choice but to arrange and pay for alternative accommodations entirely out-of-pocket.
Listing unverified properties and failing to provide critical customer care during an emergency is completely unacceptable. I strongly caution travelers against relying on Agoda, and I require a prompt, full refund for this reservation.
Agoda 回复2026-10-12
Hi prashant tomar,
Thank you for reaching out to us. Please be informed we have sent email to the registered email address a few minutes ago. Kindly check your email.
For security and privacy purposes, do not disclose booking details including booking ID in public in accordance with our privacy policy which you can see at https://www.agoda.com/info/agoda-privacy.html
^SS
Agoda allow fraudulent vendors to operate on their site , get your details and use fraudulent mechanisms to withdraw money illegally, based in Asia so very hard to deal with in uk , would stay away from this company, unfortunately they unwilling to safeguard booking through them ,
Agoda 回复2026-10-12
Dear Sean
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,
HS
Pure rip-off! Agoda took my money and refused a simple date change
I had a booking error and spent considerable time communicating with both the hotel and Agoda to modify my reservation dates. The hotel explicitly confirmed their willingness to accommodate the date change.
However, Agoda flatly refused to assist, hiding behind the excuse of "system limitations". It is completely absurd that even when the service provider (the hotel) is flexible and willing to help, Agoda insists on blocking the request due to their own rigid platform rules.
It is appalling that Agoda prioritizes their rigid system over genuine customer satisfaction, even overriding the hotel's consent. This is hands down the worst booking experience I’ve ever had. Save yourself the headache—do NOT book through Agoda.
Agoda 回复2026-10-12
Hi Judy Chung, we apologize for the inconvenience caused. We always strive to provide the best experience for our customers. Please share your booking ID, email address, and concern through private message. You can also visit our Help Center page, "https://www.agoda.com/info/contact.html". We look forward to assisting you. ^SS
Hi _DlKbLRkmbH/cWsyplWPA==_, we apologize for the inconvenience caused. We always strive to provide the best experience for our customers. Please share your booking ID, email address, and concern through private message. You can also visit our Help Center page, "https://www.agoda.com/info/contact.html". We look forward to assisting you. ^SS
adoga lied and claimed the hotel refused to cancel the order
I needed to travel from mainland China to Hong Kong for business, so I booked a hotel on the Agoda app. The hotel's page prominently displayed "Free Cancellation," so I clicked on it and placed the order. I didn't notice the smaller "Non-Refundable" label and booked two nights 10 days from now. After paying, I noticed the words "No Refund" on the order details page and realized something was wrong. Six minutes after payment, I immediately contacted Agoda's online customer service. The online customer service representative said that free cancellation required the hotel's consent. I agreed to try. However, they then said the accommodation refused a refund.
While I felt the app's interface was misleading, I figured it was just my own mistake, so I didn't argue. But I still tried to contact the hotel myself, since my order was still 10 days away. When I called, I discovered the problem. The hotel said Agoda hadn't contacted them, they hadn't received any cancellation requests, and they didn't have my order number. It seemed a third-party supplier might have refused.
I was very angry. I contacted Agoda again, and this time they admitted that the third-party supplier had refused the cancellation. I still couldn't get a refund; Agoda's response simply changed from "the hotel" to "a partner," indicating they didn't agree to free cancellation.
At this point, the situation became clear: Agoda, as the platform, knew the true state of the order but concealed this from me. Agoda claimed free cancellation required hotel approval, but in reality, they never contacted the hotel. Instead, they used a third-party supplier's response to impersonate the hotel's, misleading me into believing Agoda had contacted the hotel and that the hotel was the reason for the non-free cancellation.
I can't determine if this is Agoda's usual tactic or if more consumers have been deceived.
I believe that international online platforms, when providing services to consumers in any country, should formulate service terms that comply with consumer laws. Their actions should adhere to the spirit of consumer protection laws and the business ethics of honesty and integrity. Deceiving consumers is wrong in any country. I didn't read the small print carefully, and I accept the consequences. I can still book the hotel as usual, but I will file a complaint with the regulatory authorities, demanding an investigation and legal action against Agoda's deceptive behavior, urging them to stop their fraudulent tactics, and not allowing international online platforms to evade regulation through complex corporate structures.
Agoda 回复2026-10-13
Dear levent,
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,
^Ichi
Terrible for booking flights!
It was our first time booking flights via Agoda, usually we use it for hotels. Had a typo in the contact email which was quickly noticed immediately after making our flight reservation, so we tried to contact Agoda through the chat feature to get our booking updates and confirmation to the correct email. Through trial and error to get pass all the AI responses, we managed to find the option to contact a human support, waited a bit for a response but as soon as you leave the current chat window - all text history disappears! Agoda was also unreachable by phone. What an abhorent mess.
Fast forward to our day of departure, we arrived at the airport and was shocked to see our flight had been cancelled. After checking with the airline, we found out it had been merged to another flight... a month prior. This led to a 13-hour wait at the airport and a day's worth of our itinerary gone. All because Agoda's infrastructure doesn't support updating the booking's contact email.
Avoid for flights - best to book directly with the airline so any issues are rectified more easily.
Agoda 回复2026-10-13
Dear P.W.,
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
Scammers fees, charge more than airline for sets and bags. Impossible to contact a real person when you have a problem. I will never use them or their associated booking.com ect
Agoda 回复2026-10-13
Dear Ken Kenneth,
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,
^Ichi
Terrible company. Agoda kept money owed to me and refused to release it, claiming the payment had expired. I contacted their support several times, but instead of resolving the issue, they delayed it until the payment deadline passed. I have screenshots and emails proving the entire history. No proper warning, no solution, just excuses to keep the money. Completely unacceptable and untrustworthy.
Agoda 回复2026-10-13
Dear Hike Mk,
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,
I have used Agoda quite a few times; often with minor issues. I needed to cancel a booking and was advised to apply to the hotel for a refund. The hotel never replied & Agoda then informed me that the hotel does not respond to on-line requests. They knew this when they asked me to apply to the hotel, but just wasted my time filling in a form which was completely useless. Agoda grab as much money as they can and don't help their customers. It's impossible to contact anyone to complain to
Agoda 回复2026-10-13
Dear Mr Brian Griffiths,
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,
^Ichi
I had 2 nights booked and due to a family emergency was unable to attend I’m a 71 year old pensioner I rang the hotel they said it was free cancellation only I booked through you when I contacted you you said would I settle for 50 percent refund I said if I have no choice the hotel had to move us rooms Monday in one and Tuesday another because they were full but it was one booking for the 2 nights and you have only refunded me 65 pounds the cost for 2 nights was 324 pounds so that’s not 50 percent can you please please find out why this is a lot of money
Thank you
Agoda 回复2026-10-13
Dear sharon,
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 have sent an email to the lead guest using the registered email address to establish a verified support channel. Kindly check your email inbox and respond with any inquiries you may have. Once we receive your reply, we will ensure that you 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
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!
All in all Im satisfied with the service, but there are 2 handicaps using Agoda.
1. If I arrive in an exotic destination and I'm not online (no SIM card or internet) I'm unable to show my booking !
2. Only in half of your messages by mail I can immediately detect a hotel's name. THIS SHOULD BE VISABLE IN EVERY MAIL !
Agoda 回复2026-10-12
Thank you for the review. We always strive to provide every guest the best experience.
Please email us at [email protected] should you have any concern or require assistance.
They cancelled my reservation with no additional explenation. AI generated reply that the hotel cancelled it, i additionally contacted the hotel which confirmed that they did not get any reservation from Agoda. After that you can contact support but only allows AI generated questions. Many years ago Agoda was ok, now not worth it, booking is so much more reliable.
Agoda 回复2026-10-11
Dear ,
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. Please provide us with the following details so we can locate your booking on our system:
1. Agoda Booking ID
2. Lead guest name
3. Email address
4. Summary of inquiry
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,
^Ash
Agoda processed our payment then cancelled our booking. Refunded the payment then charged us over $700 to rebook the same room etc We called to ask for an explanation. They were not helpful and blamed it on the hotel wanting more money. She said when you saw that the price had gone up , you could have booked a cheaper hotel. Really Iris? Is that the best you can do. Never again.
Agoda 回复2026-10-11
Dear ,
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. Please provide us with the following details so we can locate your booking on our system:
1. Agoda Booking ID
2. Lead guest name
3. Email address
4. Summary of inquiry
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,
^Ash
