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.
Difficult to talk to a person when you have a question
Agoda 回复2026-08-27
Dear Jason,
Thank you for taking the time to share your feedback with us. We sincerely apologize for the inconvenience you`ve experienced and regret that your experience was not up to expectations. Please rest assured that we will contact you soon and provided the necessary assistance.
Should you have any further questions or concerns, feel free to reach out to 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,
ZT
Your AI customer service is not up to standard. All I wanted to do is add the name of the guest due to the guest arriving prior to myself. Your AI customer service did not understand the request and provided a dead end response. There should be a real person element if AI cannot solve this. Such an easy request have cause unnecessary frustration.
Agoda 回复2026-08-28
Our apologies for any inconvenience caused. Please let us look into your booking issues.
We will send you an email for verification and information to your booking. Please reply the email sent for further assistance.
Alternatively you may reach out to us, and 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
We look forward to assisting you.
^Pau
Great hotels booking platform offers attractive rates, and user friendly.
Agoda 回复2026-08-28
Hi Cho Kin,
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,
Pau
The App is very good. It holds all of your bookings in one place and in order.
Agoda 回复2026-08-28
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,
Pau
This is my first time using Agoda so it was slightly clunky as each sit needs you to do the same things but in a different order. You were slightly cheaper than my usual site so hence I went with you.
Agoda 回复2026-08-28
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,
Pau
I booked a room on line no confirmation received so i went back into the site again to try again. This time I wss successful. Confirmation received. I ws a short distance from the hotel when I booked. When I arrived there were two rooms booked in my name and only one confirmation. Both bookings had been paid for. I requested a refund but no cant help you. On line the Ai assistant refused a refund. Total worthless app and company!
Agoda 回复2026-08-27
Dear alison,
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
All OK until tried to complete booking when everytime iwent to get code from sent text the booking reverted back to starting page. I had to do booking on laptop so I could get phone code without leaving booking page.
Your Web provider needs to sort this out
Agoda 回复2026-08-28
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you’ve faced and regret that we did not meet your expectations.
Upon reviewing your case, we can confirm that our team has been in contact with the lead guest and has provided the necessary assistance.
If you require any further support, please don’t hesitate to email us at [email protected] with your inquiry details and Agoda booking ID number.
Sincerely,
Pau
Keep advertising apartments that aren't available to rent. I have brought this to your attention before however you still keep advertising the apartment. The only blessing is that you haven't taken any payments.
Agoda 回复2026-08-28
Our apologies for any inconvenience caused. Please let us look into your booking issues.
We will send you an email for verification and information to your booking. Please reply the email sent for further assistance.
Alternatively you may reach out to us, and 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
We look forward to assisting you.
^Pau
When I tried to get in touch with customer service, it AI generated, which can’t understand my problem. After long struggle, I was able to get a human being who understood my problem and finally came to understanding
Agoda 回复2026-08-28
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you’ve faced and regret that we did not meet your expectations.
Upon reviewing your case, we can confirm that our team has been in contact with the lead guest and has provided the necessary assistance.
If you require any further support, please don’t hesitate to email us at [email protected] with your inquiry details and Agoda booking ID number.
Sincerely,
Pau
Fake entries need to be handled more seriously - they wasted users’ time snd energy
Agoda 回复2026-08-28
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you’ve faced and regret that we did not meet your expectations.
If you require any further support, please don’t hesitate to email us at [email protected] with your inquiry details and Agoda booking ID number.
Sincerely,
I don’t know yet . This is my first experience with Agoda. So, I’ll leave feedback after my holidays.
Agoda 回复2026-08-28
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you’ve faced and regret that we did not meet your expectations.
If you require any further support, please don’t hesitate to email us at [email protected] with your inquiry details and Agoda booking ID number.
Sincerely,
Pau
In Sarajevo booking cancelled by owner without me knowing
In Sarajevo, I had my booking Ludwigs apartment cancelled on me. The owner apparently tried to send me messages on the platform but I didn't get it. So they cancelled my booking without informing me weeks before my checkin. Two days before checkin I still got notification from agoda saying my booking is still confirmed. After WhatsApping the owner directly, I found out it was cancelled. I tried to send screenshots to official channel on agoda but they didn't let me cancel even after the owner cancel. I had to rebook multiple places last min. Wasn't pleasant.
Agoda 回复2026-08-28
Our apologies for any inconvenience caused. Please let us look into your booking issues.
We will send you an email for verification and information to your booking. Please reply the email sent for further assistance.
Alternatively you may reach out to us, and 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
We look forward to assisting you.
^Pau
Disappointed, I booked flights and hotel. booking confirmation does not mention flights details.
Agoda 回复2026-08-23
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.
I could not cancel booking straight away after realizing I booked the wrong date
Agoda 回复2026-08-23
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.
I contacted the customer service team several times in the hope that they would help resolve the issues with my booking. Unfortunately, despite explaining the situation and asking them to reconsider, no solution or goodwill gesture was offered. I felt that they simply repeated the booking policy rather than genuinely addressing my concerns.
I was particularly disappointed because our 10-year-old child was automatically transferred and charged as a fourth adult, even though I had selected the child option during the booking process. Considering the price we paid and the issues we experienced at the accommodation, I expected a more understanding and customer-focused approach.
Overall, I found the experience frustrating. I tried to work with them to find a reasonable solution, but unfortunately, they did not address my concerns in a satisfactory way. Based on this experience, I would think carefully before booking through this website again.
Agoda 回复2026-08-23
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.
We thought we had booked somewhere we’re really please you took our money. Then next day told us we weren’t booked and given no reason I was never able to contact you. The accommodation did say they had cancelled but again no reason. It took 5 days to refund the money. In the meantime we found somewhere via booking .com who were more accessible and straightforward. I wont use your company again
Agoda 回复2026-08-23
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.
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you’ve faced and regret that we did not meet your expectations.
If you require any further support, please don’t hesitate to email us at [email protected] with your inquiry details and Agoda booking ID number.
Sincerely,
Pau
Too many hostels and air-b&b's, not enough proper hotels. No one to speak to if (when) things go wrong. Inaccurate property descriptions .... eg mentioning air-conditioning when it does not exist. Messaging process far too complex. Booking process straightforward
Agoda 回复2026-08-26
Dear Steve R,
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.
Our team will review on this case for your and update you very soon over email or phone call within 48 hours. We appreciate your patience and understanding.
Regards,
Lin
This is the first time I left a negative review to a company. I spent a lot of time searching and reviewing different properties before finally choosing the one I wanted to book. When I reached the checkout stage, a pop‑up appeared saying: “Someone’s just booked that room and we can’t complete your booking.” However, the listing was still visible on Agoda. I assumed it might be a timing issue, but when I checked again the next day, it showed four available rooms — and I received the same message at checkout again. My friend and I attempted few times but same message showed. If a property is no longer available, it should not be listed. This wastes customers’ time.
I tried to raise this issue with Agoda through the so-called AI help chat, but it didn’t provide any meaningful response. And I must select an existing booking before I can speak to a live agent. In this case, the problem wasn’t related to any confirmed booking, so I couldn’t get help at all. This is the worst AI support I’ve encountered. If Agoda wants to rely on AI to improve customer service, it needs to be intelligent enough to handle general enquiries or escalate easily to a human agent. Otherwise, it only frustrates customers further. It doesn’t feel like an AI — just a basic robot. It worsen the customer service.
Agoda 回复2026-08-24
Dear SY L
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,
Lin
Unhelpful when the property owners don’t act in good faith. Also when they resell booking.com Properties, it doesn’t pull over all of the correct terms and conditions from the adverbs meaning that after the booking your subject to additional terms that you weren’t made aware of and in circumstances like this, I’ve not been able to get obtained a full refund when cancelled and I’ve had to use a charge back from my bank, which is poor service. I am a VIP diamond client of Agoda.
Agoda 回复2026-08-24
Dear Darren Beckinsale Daz,
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.
Our team will review on this case for your and update you very soon over email or phone call within 48 hours. We appreciate your patience and understanding.
Regards,
Lin
