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.
I found a room with a decent price on Agoda and initially I was happy. On the page for reservation where the photos of the hotel are displayed and the information of the facility is also displayed there was a clear section that mentioned the key features of the hotel. Under this section it clearly says that one of the key features is free parking. Further down the page again beside the map there is another list and in front of the word "parking" again there is the word "free." After I read all the other provided information including the information about the room I went ahead and reserved. Because I was reserving for next month there was no cancellation or refund available. After reservation and email was sent to me with my reservation information including and not at the bottom that said please note that this hotel charges $18 USD per day for parking. After looking high and low for someone to contact at customer service I was finally able to chat with a person through the chat box. I have been told that even though I have screenshots of the page that still says free parking, the $18 fee is mentioned somewhere in hotel policies which I still cannot find even after I was told that it exists somewhere on their website. I do have screenshots of this false advertisement yet I am told that there's nothing they will do about it. I have gone back onto their website looking for hotel policies which I still cannot find but easily on the very first page of the advertisement of the hotel again there are two places on that first page that you can see mentioned of the parking being free. This is very dishonest false advertising and I am very unhappy. That is more than $230 USD that I have to pay. And now every time they see one of my reviews in a public platform they superficially reach out and ask me for the information of my booking, just to tell me, sorry hotel policy is to charge for parking. In the meantime their website continues to say FREE PARKING!!! Absolute liers!
Agoda 回复2026-02-23
Dear Parasteh Vali,
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
Update: After further contact, Agoda resolved the issue and refunded the amount. The process took some effort, but I appreciate that it was ultimately handled correctly.
Agoda 回复2026-02-23
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
Functionally correct. After I finished my reservation It appeared on the page that I'll get an extra discount for my next reservation. I did the second reservation but I am not sure that I got this discount.
Agoda 回复2026-02-19
Hi Alexis A,
We apologize for any inconvenience. We will look into the issue, and we will provide any update via phone call or email.
^SS
TOO MANY PROMOTIONS FOR THE SAME PLACE EVERYDAY, OVER & OVER, EVEN AFTER I AM NO LONGER IN THE PLACE ADVERTISED. Days later. BETTER EDITING NEEDED TO BE DONE BY YOU.
Agoda 回复2026-07-23
Dear John David Stowell,
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
Wanted to complain about a property, and the automated AI customer service said it was too busy to help me and to come back another time? Useless.
And in response to the reply they sent, all you want is for me to go back to the busy AI system and wait again, I do not even think you read my initial comment, so thank you.
Agoda 回复2026-02-19
Hi Paul Matthews,
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
We look forward to assisting you.
^SS
I made a reservation through Agoda for Valentine’s Day after seeing that the hotel was advertised as “new” with positive reviews. Unfortunately, the condition of the room was completely unacceptable and did not match what was represented on their website. The room was in very poor condition, and we immediately documented everything with photos and videos to share with both Agoda and hotel management.
When we contacted Agoda for assistance, we requested either a full refund or to be transferred to a different hotel. Not only was our refund request denied, but we were told we would have to pay nearly double our original booking price to move elsewhere. To make matters worse, the customer service representative hung up during the call.
As a frequent customer, I am extremely disappointed in the lack of accountability, support, and basic customer care. The experience was stressful and completely overshadowed what was supposed to be a special Valentine’s celebration. I expected far better service and resolution from Agoda.
Agoda 回复2026-02-19
Hi Genesis,
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
We look forward to assisting you.
^SS
I have used Agoda as i travel a lot this is one of my favourite site. Recent visit to Marrakech I booked 2 nights at Riad Ramona, I found the hotel advertisement and reviews didn't match. When I went to book again for 2 more nightsat a different hotel, then I realised on trivago Agoda is cheapest, But, then Agoda then adds fees in addition to city tax, when you go to make the payment, then the nightly rate goes up. but I have to pay city tax directly at the property. When you see on trivago, Agoda rate is lower than others but is not. It felt misleading. Now I m losing trust with Agoda.
Agoda 回复2026-02-19
Hi Rihana,
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
We look forward to assisting you.
^SS
Pointless to contact customer service. Unable to resolve issues with booking, incorrect hotel info, and overcharging. "Thank you for commenting contacting us, but our partner is responsible." The hotel submitted incorrect (and possibly AI enhanced) photos, incorrectly described grounds, and fees and certainly appears to be on its last legs. After 45 minutes via text and phone agoda's response was 'oh well'. To be clear, they cannot check every submission and I don't expect them to. However, in this case of unegregious bad apple, Theor reaction is a shrug. Irritating to me, dangerous for future users
Agoda 回复2026-02-23
Dear Todd Morrill,
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
Tried to pay but never worked with different cards that work elsewhere.
Agoda 回复2026-02-12
Dear Balraj,
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you`ve experienced.
We are able to locate your booking however due to Agoda privacy policy, we are not able to provide detailed information on this platform.
We will be reaching out to you via your registered contact details on the booking to provide further assistance.
Your experience is very important to us, and we are committed to resolving this issue.
Sincerely,
^Mai
One of the latest review says "It's better to pay the extra 5€ to book on another website than go through the trouble of needing any assistance from this company."
And i totally agree!!When you dont have to contact customer assistance, the booking works. But please pray before talking to customer service that they have someone who can do additions (and seeing that 30 EUR is not the same as 40 EUR).
This by far has been the worst customer experience online. It took me ages, 1 hour, with no resolution, but just experience lack of professionalism even when the fault was not yours but the platform.
Edit: after much back and forth, someone did do the calculations and issued a refund. I changed it to 2 stars as the resolution happened eventually but the pain and time it took remained. I thought i would be recompensated with an additional small voucher/ discount on the next to make up for the time lost and poor customer service.
Agoda 回复2026-02-12
Dear szymon,
Thank you for your review. We`re truly sorry to hear about the difficulties you`ve encountered and the service you`ve received.
We have sent a request for more information so that we can locate your booking on our system. Otherwise, you can also contact our help center where 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.
Once we are able to locate your booking, we will be reaching out to you via your registered contact details on the booking to provide further assistance.
Regards,
Mai
Agoda? We have spent time to write many reviews for the Agoda services But Agoda will only post our good/excellent reviews ONLY.
Some others they removed or unupdated them to the reviews-section. We have sign-on and check our reviews BUT they are not there???
Agoda tried to promote and sales one of their deal that why ???
Agoda 回复2026-02-12
Dear Kenn Pha,
Thank you for your review. We`re truly sorry to hear about the difficulties you`ve encountered and the service you`ve received.
We have sent a request for more information so that we can locate your booking on our system. Otherwise, you can also contact our help center where 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.
Once we are able to locate your booking, we will be reaching out to you via your registered contact details on the booking to provide further assistance.
Regards,
Mai
Very little in the way of refunding money. Read the fine print and do not book if non-refundable. Third party issues if the hotel rejects your reservation Agoda will not refund your money. Can be affordable but enter at your own risk.
Agoda 回复2026-02-07
Dear MASK ANATOMICA,
Thank you for your review.
We`re truly sorry to hear about the difficulties you`ve encountered.
We have sent a request for more information so that we can locate your booking on our system. Otherwise, you can also contact our help center where 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.
Once we are able to locate your booking, we will be reaching out to you via your registered contact details on the booking to provide further assistance.
Regards,
Mai
Untransparent pricing, including "cashback". Wish I had used booking.com who are a much more reliable provider and use honest pricing.
Agoda 回复2026-02-06
Dear Rosie Lanham,
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
I simply can not believe the extra fees and or taxes added to the advertised price on this website. Just plain greedy. Something that looks like $100 will cost $200 when you get your credit card bill.
Agoda 回复2026-02-03
Dear Alex Stevenson,
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 have had very few problems during 2025 and found them to be fine to deal with.
But 2026 turns out to be a very different story:
- confirmations not received by the hotels
- confirmation received via booking.com?? (who I don't use
- payment gateway issues and my cards are being rejected
Agoda 回复2026-02-04
Dear Roelant Hofmans,
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,
^RJ
I recently booked a stay with Agoda. Both the photos and list of core amenities did not match the room. The hotel staff were polite and apologetic however Agoda customer service was disappointing with a clear objective to avoid providing fair compensation for the error. I will be choosing a different booking platform in the future.
Agoda 回复2026-01-31
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. 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
My recent trip to Cameron Highland and few trips before that has led to my credit card being compromised. Agoda needs to have better security to protect their customers. Hope this remark will reach out to Agoda team
Agoda 回复2026-01-31
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. 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
Hidden fee! We booked and paid in full for a hotel…
We booked and paid in full for a hotel room for 3 nights. The Agoda site not our payment receipt informed us of a daily $45 resort fee. This hotel was booked in the state of Nevada which doors have a law against hidden resort fees. BEWARE of hidden fees.
Agoda 回复2026-01-26
Hi Teresa Bowe,
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
We look forward to assisting you.
^Nillo
Our booking was done through Agoda made the payment through debit card, on jan 2nd 2026, our confirmation number was 1969122919, when we reached to hotel lalit international on 15th jan the hotel people said it has been cancelled by Agoda, it was great shock for us that we have never cancelled and we lost our money when we send the mail they are telling we have not book the hotel from the same email ID....which was misleading....ibrequest people not to go through Agoda ? They are not responding also
Agoda 回复2026-01-24
Dear Sajeev Nath,
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.
We are able to locate your booking however due to Agoda privacy policy, we are not able to provide detailed information on this platform.
We will be reaching out to you via your registered contact details on the booking to provide further assistance.
Sincerely,
^Mai
