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Agoda

Agoda is an online travel agency that offers a wide range of accommodation options worldwide. With a user-friendly interface, customers can easily search and book hotels, apartments, and holiday rentals. While some users have reported issues with customer service response times and cancellation policies, Agoda remains a popular choice for travellers seeking affordable and convenient accommodation options.

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COMPLAINTS SENT THROUGH AJUST

Live Campaign
Other

Room facilities not as advertised

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Robine
Room facilities not as advertised

Robine

May 24, 2024

Customer needs kitchen for dietary needs

Outcome Sought

Apology

Compensation

Other

Other

Flight cancellation

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Chathapuram Sitaraman
Flight cancellation

Chathapuram Sitaraman

May 19, 2024

Monetary loss, had to abandon travel

Outcome Sought

Apology

Compensation

Other

Other

Scam accommodations

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Narda Portia
Scam accommodations

Narda Portia

April 11, 2024

Lost money, wasted time

Outcome Sought

Apology

Compensation

Other

Other

Booking date error

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Karen
Booking date error

Karen

April 2, 2024

Lost $102.00

Outcome Sought

Apology

Compensation

Other

Other

Poor accommodation conditions

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Jenny
Poor accommodation conditions

Jenny

March 25, 2024

Uncomfortable stay, health risks

Outcome Sought

Apology

Compensation

Other

Other

Booking refund not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Bianca
Booking refund not received

Bianca

March 10, 2024

One night not refunded

Outcome Sought

Apology

Compensation

Other

Other

Cancellation refund

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Neil
Cancellation refund

Neil

Customer wants refund

Outcome Sought

Apology

Compensation

Other

Extra charge for card change

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Kelly
Extra charge for card change

Kelly

Customer is very dissatisfied

Outcome Sought

Apology

Compensation

Other

Consumers who are asking

Agoda

To Listen

Live Campaign
Do you manage complaints for
Agoda
?
Other

Room facilities not as advertised

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Robine

Robine

May 24, 2024

Customer booked a room with specific facilities at aq-va hotels and villas through agoda, seeking assistance due to major surgery.
I booked two rooms for my friend and I at AQ-VA Hotels and Villas in Seminyak Bali in Feb 2024.the booking is for 5-20th August 2024.It was booked and paid for on the Agoda site.I researched this hotel thouroghly and accessed the drop down room facilities for the first room displayed which was the standard suite.It listed refridgerator, microwave and kitchen. As I am having major surgery in Bali,I will be confined to my hotel room for at least a week.I also have special dietary needs hence the importance of having a kitchen.I have emailed both with snapshot evidence of the advertisement on Agoda and called both the Hotel and Agoda but it seems its falling on death ears. I would like Agoda and the hotel to honour my request and provide me with a room with these facilities,or even just a room with a bar fridge and microwave. My booking ID is 1184728133 Thanking you for your time, Robine Pollock
Other

Flight cancellation

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Chathapuram Sitaraman

Chathapuram Sitaraman

May 19, 2024

Customer seeks full refund from agoda for cancelled flight by latam airlines, causing monetary loss and abandoned travel to nz.
I booked Air travel Syd-Auck -Syd thro Agoda for Latam airlines flight from Sydney on 6 May and return on 10/5. The airlines cancelled the flight on 5/5 . My full refund is still pending. Agoda Ref no 1257091389. I suffered monetary loss and had to abandon my travel to NZ. Agoda has not given the full refund of air tickets
Other

Scam accommodations

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Narda Portia

Narda Portia

April 11, 2024

Customer seeking $480 refund from agoda due to being scammed with fake accommodations, facing difficulty getting refund, and being put on hold.
This is the 3rd time that Agoda has rented me an accomodations that ends up being a scam. In order to get my money back I have to invest hours and hours of time to stay on hold as they try to avoid refund. The place they hired was a fraud location and it ended up being a noodle shop. I followed the ok instructions and transfered $300 to Agoda for a bond and paid 180 through my account . Now almost 2 months later they try to avoid me by placing me on hold each time I want to speak to the manager. I want my money back. I know that they are aware of the scam and get a commission
Other

Booking date error

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Karen

Karen

April 2, 2024

Customer seeks $102 refund from agoda for booking mistake at the chow kit in kuala lumpur, requesting remedy for error.
I accidentally booked accommodation at The Chow Kit in Kuala Lumpur for 1 night 27/05- 28/05 when should have been 27/04-28/04/24. As soon as the booking came through I saw the error and tried to request an amendment. I subsequently had no choice but to rebook for the required date leaving me $102.00 Australian dollars out of pocket. This is not a cancellation because of a change in travel plans, but a mistake they can easily choose to remedy… now I have booked again I request a refund if my initial booking , # 1228859849 Regards, Karen Walker
Other

Poor accommodation conditions

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Jenny

Jenny

March 25, 2024

Customer seeks refund for substandard accommodation booked through agoda, managed by costal letting co. despite complaints and promises, refund has not been received.
I am writing to bring to your attention a series of unfortunate events that occurred during my recent booking through Agoda. The accommodation I booked through your platform, managed by the agency Costal Letting Co, was far below acceptable standards, and I am seeking your assistance in resolving this matter. Upon arrival at the first apartment assigned to me, several issues became apparent. The air conditioning was non-functional, the premises were dusty with holes in the walls, the vacuum provided was ineffective due to being full of dirt, and the overall cleanliness was subpar. Despite notifying Costal Letting Co immediately, the situation was not adequately addressed, and I was forced to spend the night in uncomfortable conditions with my four-year-old child, enduring high temperatures and humidity without proper rest. Following a complaint the next morning, I was relocated to another apartment. However, the conditions there were equally appalling. The apartment had a foul smell, was unclean, and exhibited mould growth in various areas, including the fridge. Despite assurances from the agency that the issues would be resolved, no significant improvements were made, and the situation only worsened upon our return from a planned activity. The lack of action on behalf of Costal Letting Co not only resulted in continued discomfort but also posed health risks to both myself and my child, as evidenced by respiratory issues and allergic reactions. In response to these unsatisfactory conditions, "Nikki, the manager" of Costal Letting Co, assured me of a refund for the accommodation and advised me to check out and seek alternative arrangements, which I promptly did. Since the initial inconvenience, I have diligently followed up with Agoda, providing detailed documentation of the issues encountered, including photographs, invoices from alternative accommodation, and even a voice message from Nikki confirming my checkout and promised refund. However, despite my efforts, I have yet to receive the refund promised to me. I request that Agoda review my case urgently and facilitate the refund owed to me.
Other

Booking refund not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Bianca

Bianca

March 10, 2024

Customer seeking refund for one night due to glitch in agoda system, booking canceled with assistance from agoda and agent, refund not received.
There was a glitch it the Agoda system and I immediately contacted Agoda and the representative to cancel the booking. Both Agoda and the Agent did assist with my request at the time. One of the nights has subsequently been sold but I have not received a refund.
Other

Cancellation refund

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Neil

Neil

Customer is seeking a $270 refund from agoda for a cancelled reservation. unable to reach support via bot, no phone number available.
Need to cancel reservation. I did yesterday and the booking was for Friday. They say 4 days out you can not get a refund ($270) and I did not see that. I contacted Agoda via a BOT and get nowhere. There is no phone number for support. The BOT says the motel will not allow cancellation, as it is their policy but they say the have not received the money and they sent an email to Agoda asking for them to refund me direct.

Extra charge for card change

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Kelly

Kelly

Customer dissatisfied with Agoda for being charged $82 to change card details after a hack, seeking a refund and an apology.
Have a booking with Agoda and needed to change card details in because my card was hacked. Why was l charged an extra $82 to change card details.<br />Not very happy and won't be using you services ever again to book holiday.<br />Very dissatisfied

COMPLAINTS RESOLVED THROUGH AJUST

Live Campaign
Other

Booking date error

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Karen
Booking date error

Karen

April 2, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Other

Booking refund not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Bianca
Booking refund not received

Bianca

March 10, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

how to raise a complaint with

Agoda

The best way to resolve an issue with 

Agoda

Quick Solutions
Prepared by
Agoda
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Things don’t always go to plan which is why Ajust is here to help. Whether there’s an issue with a transaction or a complaint about an interaction you’ve had with a business, Ajust’s platform makes it easy to share your story and send your complaint.

Our platform is now available for complaints about any business – supermarkets, retail stores, couriers and logistics, technology businesses and more.

How to complain to

Agoda

Ajust helps hundreds or consumers resolve complaints each month. The simple and easy process ensures that the right information is included in your complaint and presented to the business in a way that is clear so that they can take action. Here are steps to consider before getting started:

01
Describe the issue and how it affected you
Detail what went wrong, such as a customer service issue or an incorrect charge. Help the business understand how the issue impacted you.
02
Consider how you’d like the business to resolve your complaint
Take the time to explain the action you’d like the business to take to resolve your issue to give you the best chance of a faster resolution.
03
Gather any materials that support your complaint
Ensure you have any relevant documents or records that can help the business quickly understand your issue and work towards a resolution.
04
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Agoda
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Fair and Free
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Resolving issues with Ajust

Ajust makes complaints easy for consumers and businesses. Our platform resolves complaints in three easy steps!

How Ajust works, user shares their story

Tell your story

You’ve experienced an issue with a business and you want a resolution. Ajust asks the right questions about what happened, so your story gets heard. It only takes a few minutes.

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

Submit your complaint

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you escalate your complaint to the ombudsman or switch to a new provider.

Get your resolution

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you explore other options for an outcome.

FAQs

You can also learn more about Ajust here.

Who can use Ajust?

Ajust can be used by any Australian consumer to resolve complaints with any Australian businesses.

How much does it cost?

Nothing! It's free for consumers to use Ajust. Consumers can upgrade to a paid version of our platform if they need to take more action or want to get faster results.

How does Ajust make money?

Consumers and businesses can pay Ajust for extra support to resolve complaints.

Is Ajust independent?

Ajust is an independent business that operates separately from the businesses listed on our website. Our priority is helping consumers resolve their complaints, because we believe that is good for consumers and good for businesses. Ajust is also separate from government, ombudsmen and regulators.

Is it better to complain through Ajust?

Much better! Ajust makes the process easy for you by collecting the right information, sending your complaint to the right place, following up with the business and much more. And it's free for consumers to get started.

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