Avoid at all costs. Agoda kept my £500 even after the hotel cancelled my booking. Blamed everyone else and lied repeatedly. Scammers
I booked a £500 hotel room through Agoda that was advertised as a triple room with a double and a static single bed. What I actually got was a double and a flimsy rollaway bed — completely unsuitable due to my disability. When I called the hotel directly, the reservation manager agreed the room wasn’t as described, and cancelled it free of charge. She confirmed no payment was taken, and sent me email proof that she told Agoda’s third-party agent to refund me. I passed this full email thread to Agoda — including the hotel’s confirmation of the cancellation, the fact that no money was taken, and that the third-party agent had been informed. But instead of processing the refund, Agoda kept my money and started blaming everyone else: • First they said the hotel refused the cancellation (false). • Then they said their third-party agent wasn’t responding. • Then they sent me multiple “check-in” emails — even after the hotel had confirmed cancellation — which could’ve left me stranded if I hadn’t double-checked. They’ve ignored solid evidence, failed in their duty of care, and refused to take responsibility. I was mis-sold a room, and they kept my £500 even after the hotel told them to refund me. Avoid this company at all costs. You could be left without a room, no refund, and no accountability.