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.
Response from Customer service is too slow. I wonder if I have some trouble with hotel, maybe I have to stay on the street few hours/days to wait for solution from customer service
Agoda 回复2026-09-17
Dear Ben,
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,
^YS
Not heard of site before but it was quite straightforward.
Agoda 回复2026-09-17
Dear Mr Monty Rayson,
Thank you for sharing your positive experience!
We`re excited to hear that you enjoyed your experience with Agoda! If there`s anything else you`d like to share or discuss, feel free to reach out. Your insights are valuable and can help others make informed decisions. We look forward to assisting you with your future travel plans and ensuring every trip is as smooth and enjoyable as possible.
Regards,
^YS
Disaster... came in hotel and found that Agoda was canceled our reservation without any email before or refund money .. Never again use Agoda .... editing ; Agoda called and help to find another place , refund the money so on the end everything will be okay
Agoda 回复2026-09-17
Dear Kresimir Buric,
Thank you for your post. We truly apologize for the inconvenience caused.
Our customer support team is reviewing your case and will reach out to you soon. Please note we will contact you via the registered contact email or phone number you used to make this booking.
For additional inquiries, 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 may contact us with Line as well: https://liff.line.me/1645278921-kWRPP32q/?accountId=517gjqto
Regards,
Rosie
I use Agoda all the time and have done for years. But to do what should be simple things like amending a stay seems just tediously complicated. It will tell me the room is not available - I know it is available as I already have it booked, I just want to leave a day earlier than previously booked. Also, trying to get useful support the last few times I have used the app seems impossible. The chat bot does not seem fit for purpose in the ability to answer/help with simple questions. I end up having to cancel bookings and then rebooking (or just deciding I will use an alternative). I have probably made well over 100 bookings through Agoda but I would consider ditching the platform if I can't easily make very basic amendments or easily contact an agent moving forward.
Agoda 回复2026-09-16
Dear Rob Anning,
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,
^RJ
I booked accommodation in the evening but in the morning there was an email saying it had been cancelled. After a lot of confusion and messaging yourselves I got a booking confirmation. Panic over
Agoda 回复2026-09-16
Dear Elaine,
Thank you for taking the time to share your review with us. We’re pleased to learn that your concern has been resolved and appreciate your patience and understanding throughout the process.
Your feedback is important to us, as it helps us review and improve our services. Should you require any further assistance with your booking or have any questions in the future, please don’t hesitate to contact us through our Help Center https://www.agoda.com/info/contact.html. Our support team will be happy to assist you.
We hope to have the opportunity to provide you with a smoother experience next time.
Regards,
^Mai
The booking was straight forward, but the customer support was very frustrating, as I kept getting pushed around the same questions without getting my answer and could not be put through to a person to get my answer, either. Also keep getting spurious emails saying that my bookings cannot be confirmed, even though I had been sent booking confirmation and payment receipt.
Agoda 回复2026-09-17
Hi Syed Nazrul Islam,
Our apologies for any inconvenience caused. Please let us look into your booking issues. Please share your booking ID, email address, and concern through our Help Center page.
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
We look forward to assisting you!
^AA
Website said book now nothing to pay, but hotel fee taken from our account?!
Agoda 回复2026-09-16
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
Saved money w this app.
And I gotta be honest. Its been easy to use & also getting discounts fairly often. Payment plans are available.
May take a few mins to get thru AI ... then get a real person.
(No Ai!!!)
Not instant confirmation as advertised. No customer service.
The page says "Instant confirmation available", but the order was stuck in processing for 30 minutes. Tried to contact their customer service, but the bot won't let me through and keep saying "We cannot find any booking related to your account. Please log in with another email address." even after order confirmed.
The experience sucks.
Agoda 回复2026-09-15
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
When I tried to book something else on the same dates, it wouldn’t let me until I cancelled the first booking, as I had free cancellation. I found this risky, as for a moment I didn’t have anything booked. You need to change that, so you can book more than one accommodation, if free cancellation, on the saw dates. Very frustrating.
Agoda 回复2026-09-15
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 our Help Center page, "https://www.agoda.com/info/contact.html". We look forward to assisting you.
Hi Pravin, 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
Whilst going through the booking process your website told me that the room I was booking had now been taken and I needed to start again if I wanted to continue to book a room - which I did. I then booked a room for an upcoming stay. The following morning on my emails I noticed that in fact I had actually booked TWO (2) rooms, which then caused me to have to ring the Hotel direct - first to find out if I had booked 2 rooms - which I had and then to get one cancelled.
Agoda 回复2026-09-15
Hi Andy Dean, 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
It is most annoying that there is no transparency in our bookings when there is a city tax payable at the hotel that is not mentioned on agoda. This is an extra expense and designed to lure me in to book not realizing the full cost of a booking
Agoda 回复2026-09-15
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
Dear,
Thank you for sharing your positive experience!
We're excited to hear that you enjoyed your experience with Agoda! If there's anything else you'd like to share or discuss, feel free to reach out. Your insights are valuable and can help others make informed decisions. We look forward to assisting you with your future travel plans and ensuring every trip is as smooth and enjoyable as possible.
Regards,
Ash
Dear,
Thank you for sharing your positive experience!
We're excited to hear that you enjoyed your experience with Agoda! If there's anything else you'd like to share or discuss, feel free to reach out. Your insights are valuable and can help others make informed decisions. We look forward to assisting you with your future travel plans and ensuring every trip is as smooth and enjoyable as possible.
Regards,
Ash
Poor managment of listing, not matching reality and hours to solve issues.
Agoda 回复2026-09-15
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
