We booked for one bungalow in Rayong on 16 July 2011 to check in at the same evening. The hotel voucher was sent to my email confirmed room type and rate as it should be. However, once we arrived the hotel, receptionist went home already and the security guard who lacks of knowledge about Internet at all told us that no room available and only asked for room number that we should have if we booked through hotel directly. The nearby restaurant's staff helped contacting the receptionist. She told that there was no information from agoda.com about our booking and all room occupied already. It was storm and we just stood in the rain discussing this. We tried to contact agoda.com, but all they have is a contact number in UK! Finally, the hotel gave us a room prepared for guest who will arrive next day, but it is not a bangalow as we booked. We filled up contact form in the website, asking for explanation, but it always showed that I put wrong email! So I cannot contact anyone in agoda.com until now. This is unprofessional and lack of responsibility of agoda.com and the hotel itself and we cannot accept this behavior at all. No more booking via agoda.com, expensive and cheating their customer!

On 17 Jan 2011, I booked via Agoda website a superior room at Orchard Parade Hotel - Singapore for 1 night. But a minute after booking, I found out that the room's price you advertised varied greatly from what's charged on my credit card. The display says SGD$177, but it's charged as SGD$214.33(USD$161.59)There was no explanation of why the charge differs so greatly, no clear breakdown of why that is.

I immediately cancelled my booking and sent email to Agoda stated my reason of cancellation in the original complaint on Jan 17, 2011.
A few minutes later, I received a cancellation notice stating that my booking has been cancelled by their system and the payment for this booking, less all applicable cancellation fees will be refunded to my credit card within 10 working days.
On Jan 18 2011, I received an email from a person at the Contact Centre Spesialist - Agoda Customer Response saying that they already received my email and noted the cancellation made via self - service link but he didn't clarify about the price mismatch.

Based on these two emails, I considered my booking was successfully cancelled and would receive the refunded payment within 10 days.

On 7 March 2011, I checked with my bank and according to them they still haven't received the refund from Agoda. I emailed Agoda Customer Response asking them about the payment refund. They told me that there will be no refund for this booking as per hotel policy, the booking is non-refundable and can't be amended or modified.

If this is not refundable, the website shouldn't allow me to cancel. Why on their cancellation notice they mentioned about payment will be refunded within 10 days and said nothing about this non-refundable. And, why the contact centre specialist who replied to my cancellation email, also did not let me know about this. If they indicated this on the cancellation notice, I would continue my booking I initially made with Agoda since it was a non-refundable.

I was expecting myself to deal with a honest business here. Unfortunately, I can hardly think of such about Agoda at this point - first charging me beyond what's advertised. Second, refusal to refund my money by stating illogical argument.

Tourists should avoid Agoda. Hotel booking websites are supposed to offer rates lower than the rate quoted by the hotel otherwise what is the point of booking through them. Well Agoda offers rates higher than that quoted by the hotel. The rate that you see in bold is not the end rate. It shows the tax rate at the bottom of the quoted rate but not in bold, leading the viewer to believe that the taxes are already included in the rate above and that the bold rate is the end price. That is not the case. In the end, the final rate comes up to more and when you are booking a 3 week vacation, this can amount to a substantial amount of money! I didn't realise this until I pressed the button but luckily, it was the first booking I made of alot more to come.

my girlfreind and i have been travelling through thailand for the last month. we booked a hotel (akwa guesthouse) in koh samui. we arrived to find that the place was damp and stuffy. my girlfreind suffers from severe asthma and had respiration problems. this kind of environment is totally unsuitable to sleep in when you have such afflictions. we would have put up with it if we had not booked for 11 days. when i spoke to the manager he agreed that it may be damp because of recent flooding. then when we called agoda 5 or 6 times we finally got told that the manager denied any dampness to them... they told us that we will have no refund and we can pay 2000 baht more to have another room (that wasnt DAMP). that was their final conclusion, which to me seems to mean."thanks for the money, not our problem"... it is discraceful in this day and age that such a large company can get away with this THEFT... i would advise anyone to not use that website. www.agoda.com

I so wish I read this before I made a booking on Agoda. I booked a hotel in Patong, Phuket and get an error msg: Thank you for your interest in making a hotel reservation with Agoda.
Unfortunately, due to a malfunction in our system, your booking could not be confirmed immediately and you did not receive a hotel voucher. We apologize for this inconvenience.
Currently, we have no reservation for you and we are not holding any room allotments. If you would still like to use our services, we kindly request you to contact us at your earliest convenience. We will be happy to proceed with your hotel reservation.
Please note that for the booking that was previously created, we did NOT charge your credit card. We will NOT do so, UNLESS you inform us you would still like us to process your booking.
If you would prefer to contact one of our Customer Service agents at our 24-hour call center now, to take your booking directly, please click on the following link:

Then I checked my bank and the money had been charged!!! Customer service is awfull and not give a damn. They speak very little english if not at all. I try by using their webchat and someone came on for 2 sec, when they new it was a complaint the person left me hanging there online for 30mins. A generic msg such as "thanks for waiting, I'll be with you in a moment" kept coming up every 2 mins or so thats when I knew they weren't attending. The emailme and say they are releasing the funds but they don't and the funds go from Authorization to debit then I rang then and they said I made a booking? then I forwarded them their email and their response was "sorry it's too late the reservation has been made so I rang the hotel and they said no reservation and never dealt with agoda before and no voucher came. I called agoda back and they said the money was being refunded but nothing happened for 5 days thats when I lodged a dispute through my bank!!! THEY CAN BURN IN HELL AND WHEN I'M THERE IN BANGKOK LOOK OUT BECAUSE IT'LL BE UGLY!!! THERE UPPER MANAGEMENT WILL HERE FROM ME PERSONALLY (A RED BLOODED AUSSIE ON ROIDS!!!)