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.
**Misleading Pet Policy and Poor Customer Service**
I made a reservation through Agoda for Little Tom in Prague and paid 8,700 CZK. Before booking, the listing clearly stated that pets were allowed. This information was essential to my decision because I was travelling with my small dog.
After making the reservation, I encountered a problem with the accommodation regarding whether my dog would be accepted. I relied on the information published on Agoda when choosing and paying for this property.
I contacted Agoda and requested cancellation without a fee and a full refund because the pet policy displayed in the listing was the reason I made the booking. However, Agoda informed me that the accommodation partner had rejected my request to waive the cancellation fee.
I find this extremely disappointing. This is not a case of simply changing my mind or cancelling because of personal preferences. I made a paid reservation based on information that was clearly important to me, and now I am being left to deal with the consequences.
I have a screenshot showing that the listing stated that pets were allowed. I expect Agoda to take responsibility for the information displayed on its platform, properly investigate this complaint, and provide a fair resolution, including cancellation without a penalty and a full refund of the 8,700 CZK already paid.
Customers should be able to rely on essential information provided in a booking listing. Otherwise, how can we trust the platform when making reservations?
Agoda 回复2026-10-11
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 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
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,
Pau
I had a very bad experience with Agoda. I am extremely disappointed with the overall booking experience and the service provided. My stay was completely unsatisfactory, and my expectations were not met. I trusted Agoda to provide a smooth and reliable booking experience, but unfortunately, I was very disappointed. This experience has affected my trust in the platform. Agoda should take customer complaints seriously, verify hotel quality before listing properties, and provide proper support when customers face problems. I would not recommend Agoda to others unless these issues are addressed. Please take this feedback seriously and improve your service to avoid disappointing other customers.this app is overall furad...
Agoda 回复2026-10-11
Dear Aryan,
We apologize for the inconvenience caused. We always strive to provide the best experience for our customers.
Please share your concern through our Help Center page for further assistance, "https://www.agoda.com/info/contact.html".
We look forward to assisting you.
^Lin
Some times the hotel bookings are great. However the customer service is pathetic and the agents will misguide you. I have been trying to amend a booking and Agoda agents are proving to be totally useless . I gave them my booking reference and it was waste of time. The booking is for Nov 2027. The agents alway reply with the standard messages . They will not resolve the issue and then put the blame on someone else .. be careful when dealing with this company
Agoda 回复2026-10-12
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 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
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,
Pau
Dear Paul Joe,
Thank you for the review, our apologies for any inconvenience.
We were able to locate the booking and found that a non-card payment method was used.
Allow us to help you further, email has been sent to verify and validate. You may reply to the email for immediate action.
Thank you,
^Ric
DO NOT book with them. They are deceptive and would NEVER take accountability. Besides that, their customer service and how they speak to you are condescending and dismissive.
I had a card with a credit union and used other cards under my name to try to pay. However, the system just cancelled it as it falsely flagged the booking as "fraudulent", and the customer service folks would not help.
They left us out to dry and refused to even help with anything besides telling us to rebook at twice the price we initially got. I asked for help compensating for the price difference since it was their system's fault for cancelling on us due to a false positive flag, but they refused and disconnected our call.
Will never book with them again. I hope this will serve as a warning, as they are pushing towards AI systems that lock you out without even a human being able to help.
Agoda 回复2026-10-12
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 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
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,
Pau
Before I used this app to book hotels. And there is nothing special, app just doing his job.
But then I tried to book an apartment. And it's a nightmare.
1. They text everywhere that there is no refunds in any case if I cancel. Not friendly even here.
Ok, it's tuff, but let's see what next.
2. When you book through app you pay 100%. only then property manager can confirm the place. Do you know what they say on a website? If there is no answer 24 hours they will return money.
Sounds trusting right?
3. So it comes up that apartment that is available in Agoda was actually not available, as management reply within couple hours. Well... It sometimes happens, let's move on, right?
No.
They just wait. They don't cancel. They wait you cancel so they receive money by their stupid rules. Customer support also won't be useful. Cause when you decide to not speak with ai, you switch to an agent who may respond hours and hours after your message, but they will respond by prescripted messages. Thank you for understanding, appreciate your patience... They say.
4. Even the screenshot that tells how owner cancelled (not me) - it didn't work. They thanked me for understanding.
Why I'm sad? Because I haven't seen my family 3 years. I used Agoda twice for hotels and propose to come to me and use this app. They trust me and just used it.
They should fly in 23 days from now but you know what? Agoda return money "up to 30 days". Their excuse is "bank procedure" or something else. But stop. Why other services refund it almost immediately? Hmm, interesting. Maybe they use my money those "up to 30 days" or something else I don't know, just guessing. But here the thing nobody will tell you in app: that message "apartment unavailable" will cost you full price.
So now my family just not coming. Cause money with Agoda. They decided so. And thanked me for understanding and appreciated my patience.
I wish to see their understanded and patience faces when they experience same.
Do not rely that anyone in this company will help you with anything in case of any problem. You'll probably receive same treatment.
Agoda 回复2026-10-12
Dear customer,
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
Very Disappointing Experience with Agoda – Left Without Accommodation
We had booked an apartment in Barcelona through Agoda for 8 people, including 3 children. When we arrived at the property and called the owner to arrange the keys, we were told that there had been a mistake and that the apartment would no longer be available to us. As a result, we were left without accommodation, with 8 people, including 3 children, stranded in Barcelona.
We contacted Agoda’s customer service, and they offered us a refund and 10% compensation. However, they did not offer to arrange alternative accommodation or help us find another place to stay. As everyone knows, booking a hotel at the last minute can be extremely expensive, especially in a popular city like Barcelona.
This was an incredibly stressful and disappointing experience. When you book accommodation through a platform like Agoda, you expect your reservation to be honoured and to receive support if something goes wrong. A refund alone does not solve the problem when you are left without a place to sleep, especially when travelling with children.
After this experience, I seriously doubt that I will ever use Agoda again. I expected much better customer service and support in such a situation. I will be choosing Booking.com for my future trips instead. I would not recommend Agoda based on this experience.
Agoda 回复2026-10-12
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 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
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,
Pau
On June 20th I made a reservation for a hotel room for Oct 16-18 in Columbus. I'll be in town that weekend to run the half marathon. On October 11th Agoda cancelled my reservation and now I'm scrambling to find somewhere else to stay.
Agoda 回复2026-10-12
Dear Eve Alden,
Thank you for your review. 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. Please email us at [email protected] with the following details, so we can locate your booking in our system:
1. Agoda Booking ID
2. Lead guest name
3. Email address
4. Summary of inquiry
We value your experience and are dedicated to resolving this issue. Thank you for bringing it to our attention, and we look forward to earning back your trust.
Sincerely,
^Moh
Impossible to get a reply and did not agree to change a booking made by mistake for the wrong dates despite the fact that the hotel was willing to do the change !!!
Try not to book via AGODA !!!
Agoda 回复2026-10-12
Dear Tal Raz,
We apologize for the inconvenience caused. We always strive to provide the best experience for our customers.
We are unable to disclose any booking information here, as social media does not pass our security verification according to our Privacy Policy: www.agoda.com/info/privacy.html
An email has been sent to the booking`s registered email address to establish a verified support channel. Please reply to the email and repeat your inquiry to complete the verification.
Thank you for your understanding.
Regards,
^Nillo
Poor advertising, booked a room with breakfast then was told it didnt have breakfast
Agoda 回复2026-10-12
Dear Mr Stuart Cook,
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.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. 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
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,
^Moh
Warning!Bank investigating that why Agoda tried to scam me with €490!! I didn't do any reservations or booking in a year,this company simply wanted to take money from my bank account 2days ago but the bank caught them.
I can't contact online help without reservation number and they don't answer for my email!
AVOID!!!!!!!See their bot reply!!I don't have booking ID!!I didn't book anything!!
Agoda 回复2026-10-12
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 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
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,
Pau
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 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
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,
Pau
KL KINGSTON HOTEL 4 -Extremely Disappointing Stay — Misleading Room Photos, Serious Safety and Privacy Concerns, and Terrible Customer Service!
The photos displayed online were completely different from the actual room, which was extremely disappointing. What made us even more uncomfortable was that the room had an additional connecting door leading directly into another room. As two female guests staying together, we felt extremely unsafe, and this arrangement raised serious concerns about our privacy and personal security.
When we discovered that the room did not match the photos shown online and requested a room change, the staff member repeatedly insisted that no other rooms were available. The hotel’s customer service was unacceptable, as he kept telling us that we could not change rooms because the hotel was fully booked.
When we explained that we could not accept the room and requested to check out, he took us to see a room located in a very secluded corner, with a staircase on the left and a storeroom on the right. The room was extremely isolated and dark. We also felt uncomfortable with its location and atmosphere, as the room was tucked away in a corner. Furthermore, it had a queen-size bed instead of the twin beds we had originally booked. This room was completely unsuitable and did not meet our basic expectations for a normal accommodation.
After we refused to accept that room, he took us to see another room on the second floor. However, that room also had only one queen-size bed. We had specifically booked a Twin Room with two single beds, not a room with one large bed. Despite this, he continued to insist that no twin rooms were available.
However, when we checked online booking platforms such as Agoda and Trip.com ourselves, we could still see the hotel advertising Deluxe Twin Rooms. This was extremely confusing and made us seriously question the accuracy and reliability of the information provided by the hotel.
When we requested a refund, the hotel staff refused and told us to contact Agoda because we had made our reservation through that platform. However, after contacting Agoda, we were informed that the hotel was unwilling to approve our refund.
Overall, this was an absolutely terrible and unacceptable experience. From the significant discrepancy between the online photos and the actual room, to the serious privacy and safety concerns, the poor customer service, and the hotel’s refusal to resolve the refund issue appropriately, the entire experience left us feeling extremely disappointed and helpless.
As paying guests, we believe we have the right to accommodation that matches the booking description and provides a basic level of safety, privacy, and comfort. Unfortunately, this experience made us feel that the hotel did not take our safety, privacy, or legitimate concerns seriously.
I strongly advise other travellers, especially women travelling alone or in pairs, to think carefully before booking this hotel and to read actual guest reviews thoroughly before making a reservation.
I sincerely hope the hotel management will investigate this incident and provide a reasonable explanation regarding the room arrangements, the staff’s attitude, and the handling of our refund request, rather than simply shifting responsibility to the booking platform.
What made the situation even more unacceptable was that we had already spent an entire hour trying to resolve this issue. It was approaching midnight, yet the hotel had still not resolved the problem, and Agoda had not provided us with a clear answer either. Instead, we were asked to continue waiting for a response. As two female guests, we were already feeling anxious and unsafe because of the room’s privacy and security concerns. Having to wait late into the night without a proper resolution left us physically and emotionally exhausted. The hotel showed no sense of responsibility and made no genuine effort to consider the situation from the guests’ perspective. Agonda is now asking us to wait for another 30 minutes, which means we won’t be able to leave until after 1 PM.
Agoda 回复2026-10-12
Dear TING TING,
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,
Ric
Dear Team Agoda,
I had recently checked in "The Grand Anukumpa Sky" Hotel at Jaipur for an overnight stay..
It feels very disheartening to state that my experience with this booking has been nothing but pathetic...
Bedsheets are unclean. Pillow covers are unclean and smelling.
No Bath Towels Provided.
More so, Additional 600 Rs charged on top of the already booked amount...in the name of Cleaning & Service fee (can't understand what was the scope of this cleaning when the team leaves behind uncleaned rooms to customers).
Fooling customers will only help Agoda to gain market share on a short term basis.
Absolutely Pathetic experience... !!!
This will be my first & last business transaction with Agoda.
Regards,
Biraj Kanti Mandal
Indian Oil Corporation Ltd.
The price charged changed between the time the room was picked and moved to credit card against the amount then charged to the credit card.
Agoda 回复2026-10-12
Dear Steve Cambridge,
Thank you for the review. On the first results page, the price shown is subject to tax and services.
To avoid confusion and view the actual amount you’ll pay, we recommend enabling/selecting the “Total price (full stay)” option. This will display the final total price for the entire number of nights, including the stay duration you selected.
We hope this clarifies your concerns.
Regards,
Ric
Count your money gone by booking by them!We booked, we paid , suddenly the apartment was not available!
The money is gone to be able to book another place. Such a waste of time.
This is disrespectful. No any customer service backed up by human. AI ready answers.
Agoda 回复2026-10-12
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 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
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,
Pau
Pre-paid for the hotel but then charged again. Agoda has failed to sort this and the customer service chatbot has been useless and very frustrating.
Agoda 回复2026-10-12
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 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
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,
Pau
Greedy and deceptive company with unprofessional support!
I booked a hotel through Agoda which had false advertising and deceptive information in their listing. When I got to the property, they could do nothing to help me, which in turn forced me to book another hotel on extremely short notice, causing me to waste time and money. I immediately requested a refund from the hotel's reception, which they agreed to, but said that I had to bring it up with Agoda.
So I contacted Agoda support, and even when I showed them hard proof of the hotel's deceptive listing, they delayed for 24h, then finally said that they "needed written proof" from the hotel that they accepted refunding me.
After retrieving and forwarding the written proof to Agoda, they said they will "investigate" the issue further and asked me to wait for 24h-48h. Three days later I messaged them again asking for an update. But they just apologized and asked me to wait even more.
After FIVE days of dealing with Agoda's incompetent support, I finally received my refund.
Dont get fooled by Agoda's deceptive pricing and fake discounts. Because when you're at the checkout, they'll just slap on fee after fee until you end up spending the original price anyway, rendering all their "discounts" useless. Making their prices equal to every other popular online hotel reservation services out there. Use Booking.com instead, that's my recommendation!
Agoda 回复2026-10-12
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 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
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,
Pau
AGODA EXTREME LACK OF CUSTOMER SERVICE AND TAKING EXTRA MONEY
***Amended stars from 1 to 4 only due to the assistance I received on the phone with Avril today. She understood me being upset and extremely frustrated and also came up with the same calculations of price I did. She took the time to get the price fixed and my booking paid. Avril is an asset to AGODA, since I couldn't get any customer service wuth anyone else prior to today. Thank you Avril for your help understanding and assistance you gave.
⚠️ WARNING: Agoda's Double 5% Surcharge Loophole & Customer Support Disgrace
Beware if you choose the "Pay Later" option on Agoda and try to settle your bill early using their "Pay Now" feature!
I recently booked a room and explicitly used my Australian Bank card—which has absolutely zero international transaction or currency conversion fees—specifically to avoid bank markups. However, when I went into the app to use "Pay Now" to lock in my payment before check-in, Agoda’s payment gateway automatically slapped an extra 5% surcharge on top of the 5% fee that was already factored into my original booking total. They are literally double-dipping and charging two separate 5% markups!
This isn't a bank fee; it is an artificial platform markup hardcoded into Agoda's system that changes the final price you contractually agreed to at checkout.
To make matters worse, if you try to fight it, their customer service is an absolute nightmare. The automated chatbot runs you in circles and will eventually block or throttle your account from reaching a live person entirely. If you manage to email them with clear screenshots proving the price inflation, their front-line support staff completely ignore the proof and just send back generic, useless copy-paste scripts.
My advice to anyone using this platform: Screenshot your original price and watch your card totals very closely. Once they lock your booking in, they completely refuse to let you talk to a human to fix their system overcharges and treat you with a complete lack of respect. They don’t treat their customers as customers at all. Avoid this platform if you want your agreed price honored!
Agoda 回复2026-10-11
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 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
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,
Pau
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!
