Had an issue with Agoda? Get a real response.
How to submit a complaint with Agoda
To lodge a complaint with Agoda, log into your Agoda account via the website or app. Use the 24/7 in-app messaging platform for real-time help, or call the Agoda Australia hotline at +61 2 8023 8700 for urgent issues like cancellations or refunds.
You can also:
- Online Help & Chat: Access via Agoda’s Help Center → “Contact Us.” Persist through the chatbot until you reach a human agent.
- Email: Send a detailed message to customerservice@agoda.com including your booking ID, travel dates, issue details, and desired resolution.
- Social Media: Post on Agoda’s Facebook or Twitter for a public prompt to respond.
- Hotel/Partner Coordination: Inform the hotel directly if on-site, but always file with Agoda to ensure booking-related issues are resolved.
Tip: Always include booking details, supporting documents (screenshots, receipts, photos), your expected resolution, and note the date/time of contact and any reference number.
Once lodged, Agoda acknowledges your complaint instantly via chat or email. Agents review your case, request additional proof if needed, and act as an intermediary with hotels, airlines, or partners.
Typical steps:
- Review & Contact: Agoda contacts the property or provider.
- Resolution Proposal: Room change, refund, or credits offered.
- Escalation (if needed): Complex issues sent to senior support or finance.
- Follow-up: Updates sent via your original contact channel.
Timelines vary. Simple billing fixes can take days, while complex refund disputes may run 1–2 weeks. Refunds, once approved, usually appear in your account within a few business days (bank-dependent).
Common complaints against Agoda
- Refund & Cancellation Problems: Delays or denials for “free cancellation” bookings, policy misinterpretations.
- Customer Service Responsiveness: Long waits, scripted replies, and lack of follow-through.
- Misleading Hotel Listings: Properties not matching photos/descriptions; poor quality without adequate compensation.
- Price & Fee Discrepancies: High rebooking fees, hidden service charges, double billing.
- Communication Gaps: Agoda and hotels pushing responsibility back and forth, leading to unresolved cases.
Pro Tip: Keep full records (screenshots, confirmations, and correspondence) before, during, and after your booking.
Complaints submitted through Ajust
How other consumers Agoda complaints got resolved
Refund for Uninhabitable Hotel: A customer documented poor conditions with photos. Agoda refunded in full after repeated follow-ups.
Flight Booking Date Mistake: Agoda demanded high rebooking fees, the customer recovered their funds via a bank chargeback and consumer authorities.
Booking Not Honoured: A customer was charged after cancelling. Agoda blamed the hotel and vice versa. A public social media post plus mention of the ACCC led to a prompt refund.
- Ask for a Supervisor/Case Manager: Calmly request higher-tier review.
- Resubmit Documentation: Have all evidence ready for senior review.
- Frequent Follow-ups: Check status every few days via multiple channels.
- Alternative Channels: Post courteously on Agoda’s social media for visibility.
- Corporate Contact: As a last resort, send a formal letter to Agoda’s Singapore HQ or corporate care email (if available).
Always keep case numbers and agent names for reference.
- State Consumer Protection Agencies: NSW Fair Trading, Consumer Affairs Victoria, etc., can mediate disputes.
- ACCC: Lodge reports for systemic unfair practices.
- eConsumer.gov: Report cross-border e-commerce issues (Agoda is Singapore-based).
- Small Claims/Tribunal: For significant disputes under Australian Consumer Law.
Notify Agoda before escalating externally, it can prompt final internal action.
- Help Center: Agoda Support – 24/7 live chat, FAQs, contact forms.
- Email: customerservice@agoda.com
- Australia Hotline: +61 2 8023 8700
- Worldwide Numbers: See Agoda site for local contacts.
- Terms & Policies: Review for refund and booking rules.
- ACCC Advice: Making a Consumer Complaint
- State Fair Trading Offices: NSW, VIC, and others.
- eConsumer.gov: International complaint submission portal.
Agoda Complaints FAQs
You’ve done your part, now it’s time to hold Agoda accountable.
Take the final step and submit a complaint that gets seen and responded to.