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.
Great prices and information for rooms choices provided on the website search was comprehensive enough, except payment date that’s different to free cancellation date. They should be the same. Very strange! However, I did have a couple of incidents with messages to the hotel with requests, the messages have never delivered! I have read a few reviews about communication, Agoda is very bad for it! I will have to review on booking hotels with Agoda going forward.
Whilst the customer service staff were trying their best to be helpful, but as 10 of them took turns to solve a single issue, leading to a lot of miscommunication and me repeating the story multiple times. Not a great experience for me to be honesty, in comparing to other travel platforms which allow customers to speak to a single agent to address their issues.
Agoda 回复2026-09-11
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.
Large range of accommodation on the website for most destinations. Good descriptions of the hotels/apartments. Easy booking process. Reliable - never had an issue with hotel overbookings.
Good offers lots of choice ,bad prices fluctuating every time you login
Agoda 回复2026-09-10
Hi Michael Palmer, 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
No sound on tv and room had clearly been smoked in due to the smell. Staff were amazing and moved us to another room with sound and did not smell of nicotine.
Terrible nights sleep due to the plastic mattress cover.
Agoda 回复2026-09-10
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.
We haven’t been to hotel as yet so can’t comment.
Booking process was a little confusing. Hence only two stars
Agoda 回复2026-09-10
Hi Nettie Jones
Thank you for leaving us a review. We're truly sorry to learn about your disappointing experience.
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
Very poor experience with Agoda.
Their AI customer-service chatbot was almost useless. Once I eventually reached real people, the response seemed primarily focused on fobbing me off rather than resolving the problem.
The property I booked was materially and significantly different from how it was advertised on Agoda. The listing showed clean, presentable hotel accommodation. The reality included filthy and damaged carpets, damp/mould-like growth, a strong damp smell and even a bathroom extractor coming away from the wall around its electrical connection. There were also serious overnight noise problems and no effective management available.
I supplied Agoda with extensive photographic evidence. They acknowledged my concerns regarding the property's condition, cleanliness, listing accuracy and potential health and safety issues.
Despite this, they offered me just 15% compensation (as credit) rather than refunding accommodation that I would never have booked had it been accurately represented. After a week of emailing back and forth several times a day, being asked to re-supply images at each turn, I did eventually get 80% refund in cash.
I do appreciate this, although the effort it took was quite something, that's moved my review from 1-2 stars.
The reason it's still on 2 stars is because the property is still being prominently recommended on Agoda using the same attractive listing photographs, despite Agoda now having photographic evidence of its actual condition.
When you search the location, the default setting is 'best picks' and this hotel is no1. It is listed as 3 star but is only zero star, Its like a 1970's student house. Its not just that it was disgustingly dirty and not like the photos, it had electic fans hanging off the wall with electrics showing. This is a health and safety issue.
I sent several screen grabs to Agoda showing this but they still advertising it as their no 1 recommendation.
Booking platforms rely on customers trusting that what they are purchasing bears a reasonable resemblance to what is advertised. In this case, that trust was badly misplaced.
Therefore, I don't feel I can trust the platform anymore to book anywhere else. It's a shame as I used them several times and I book hotels at all the time. But going forwards I'll be using booking.com
Agoda 回复2026-09-10
Hi Nick Clarke,
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,
ZT
It's convenient. But there are other functions that offers driving service even unnecessary
Agoda 回复2026-09-09
"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"
Easy to book , generally find good prices. Always try Agoda first before other booking sites for hotels .
Agoda 回复2026-09-09
"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"
Really disappointed with how Agoda handled a genuine booking mistake
While travelling in Indonesia, we tried to book an extra night at a hotel for August 7–8, but somehow the completed booking ended up being for November 7–8 instead. We realised the mistake shortly afterwards, when the November booking was still around three months away.
I completely understand that the booking was non-refundable and that the mistake was ultimately ours. I wasn’t expecting to automatically be entitled to a refund, but I was hoping there might be some flexibility or a goodwill solution given the circumstances.
Instead, I spent around a month going back and forth between Agoda, the hotel and Accor trying to sort it out. Agoda initially contacted the hotel on our behalf, the hotel declined the refund, and after exhausting that route I went back to Agoda to see if there was anything they could do from their side.
Eventually a supervisor offered to cancel the booking free of charge, but only if we made another non-refundable booking at the exact same hotel. I explained that we had only been in Pangkalan Bun as part of a trip to Borneo and realistically won’t be returning, so that wasn’t a useful solution. I even asked whether the booking value could instead be given as Agoda credit to use on another hotel in the future, but was told the same-property rebooking was the only option.
The customer service chats were frustrating too, as they closed very quickly if I didn’t respond right away and I had to reconnect and continue the issue again.
I know Agoda wasn’t obligated to refund a non-refundable booking, and I take responsibility for the original mistake. What disappointed me was the complete lack of a practical goodwill solution after weeks of trying to resolve an obvious date error well before the stay.
I’ve used Agoda for travel before, but this experience has definitely made me hesitant to book through them again.
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Update in response to Agoda’s reply below: I had already contacted the Help Center multiple times before leaving this review, and my case had already been escalated to a supervisor who told me this was Agoda’s final decision.
If you’re actually offering to look at the case again, I’m happy to provide my booking details privately. Otherwise, sending me back to the same Help Center I spent weeks trying to sort this out through is unfortunately exactly the problem I wrote this review about.
Agoda 回复2026-09-07
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.
When I went to pay for the hotel, four times the amount of the cost tried to be taken and my card was blocked. The fraud police asked me to contact my credit card company, which I did. I am now waiting for a new card. I will be wary of using Agoda again as I have since had lots of attempts at scamming on my phone and social media. It may be a coincidence but I would be hesitant to take the chance again.
Agoda 回复2026-09-07
Hi Kate,
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.
^YS
I have been using Agoda for close to 20 years without any issues, until recently when I discovered the phone number registered to my account had been changed to one I do not recognise.
I tried using the online AI chatbot, but it could not resolve my issue. Eventually, I managed to find a phone number to call, but they only handle queries regarding individual bookings. My issue was about my account and phone number rather than a booking.
After a great deal of difficulty, I finally managed to speak with a real person, who then told me they could not help me. Following further enquiries, they gave me an email address. I sent an email to that address nearly three days ago, and there is still no response.
Agoda 回复2026-09-07
We apologize for the inconvenience caused. We always strive to provide the best experience for our customers. Please share your more details about your concern via our Help Center page, "https://www.agoda.com/info/contact.html". We look forward to assisting you.
