Agoda Reviews 

I am writing this review to warn other travelers to carefully verify the information Agoda provides during the booking process.

In my case, the issue was not with the hotel, but with the information Agoda presented to me compared with the reservation Agoda actually sent to the hotel.

During the booking process, Agoda clearly stated that the amount payable at the property included taxes and fees, including 18% VAT. Based on that information, I expected to pay exactly the amount shown on my booking confirmation.

However, after checking the reservation that Agoda transmitted to the hotel, I discovered that Agoda had instructed the hotel to add 18% VAT to the room rate. This additional VAT was not disclosed to me during the booking process, even though Agoda stated that the displayed price included taxes and fees. As a result, I was charged more than Agoda had led me to expect.

There was also a discrepancy regarding the room type. Agoda confirmed my booking as a Standard Double Room, but the reservation Agoda sent to the hotel specified an Urban Room instead. The hotel assigned me the room that appeared in Agoda's reservation, which means the discrepancy originated before my arrival.

According to the hotel's official website, these are different room categories, and the Urban Room is a smaller category. In addition, the Agoda listing showed photos and amenities that did not match the room I ultimately received.

Based on my experience, I recommend that anyone booking through Agoda carefully compare the Agoda confirmation with the hotel's confirmation whenever possible. In my case, the information presented to me as the customer did not match the reservation Agoda actually transmitted to the hotel, leading to unexpected charges and a different room than the one I believed I had booked.

Quick and easy to book, with pay later using PayPal, great price.

I attempted to book a room through Agoda. Upon putting all my info (including payment info) into their website, it returned a message that it couldn't fulfill my request. With that message, I moved on to book the same room on another platform. As soon as I did so, Agoda sent me a message saying I was booked. No more than 5 minutes had passed from the initial message stating they could fulfill my request. Naturally I cancelled agoda. And yes, they refused to refund. I feel this falls close to predatory business practice. I contacted Customer Service, which amounted to an AI Bot, and based on their response, it appeared they missed the essence of my dispute, or couldn't be bothered. Expensive lesson learned for me! Third party booking sites may be cheaper, but Agoda's lack of flexibility and customer service in very frustrating and not worth the discounted price.
And now you ask me to edit my review! Incredulous. First, you need to prove your statement about customer service.
Edit:
Refund my money and I'll gladly edit my review, as you requested. Look, computer glitches happen to everyone, and for Agoda to seize the opportunity to take the money and run is disheartening. And if you take a minute to consider the issue, why would I give you $373 and then turn around 5 minutes later and cancel? I'm not that careless with my $$. Your actions on my account prove you are an unethical company, and have no clue what it takes to create a solid customer experience. Please, prove me wrong.

I had an extremely disappointing experience with Agoda and my booking at Emirates Grand Hotel.

The hotel was in a terrible condition—dirty, poorly maintained, and completely different from what was advertised. I checked two different rooms, but both were unacceptable. I couldn’t even stay there for one hour and had to check out on the same day.

Unfortunately, I had already paid Agoda for a 30-night stay, and I also had to pay the hotel’s tourism fee for the full 30 days at reception. Despite leaving immediately due to the poor condition of the property, I have still not received a refund.

The worst part is that Agoda tells me to contact the hotel, while the hotel tells me to contact Agoda. Both keep passing responsibility to each other, leaving me without any resolution.

This has been one of the most frustrating booking experiences I’ve ever had. Based on my experience, I would not recommend booking through Agoda. There are other booking platforms that provide much better customer service and take responsibility when serious issues arise.

Just know, if anything happens with the hotel you booked and they do not deliver an experience promised, such as, I don't know, SLEEPING? The hotel will tell you any refund is up to Agoda, and Agoda will refuse to refund any part of your stay without the hotel confirming. If I am paying over $250 a night for a basic hotel and staff refuse to settle the guests partying in the hall, I am not paying for it. The staff didn't want to step on any toes as they had a huge group staying together. My baseline expectation when I stay at any hotel is that myself and my children can sleep. Agoda did not care at all and I had to file a dispute with my credit card company. I will NEVER use a third party to book again. Lesson learned.

Refusing to change dates

booked a hotel through Agoda and paid in advance and hotel and staffs were really not a customer friendly and over charged there. I chat with Agoda and Agoda dont want to refund single rupee. Do not book any thing from Agoda platform.

⚠️ Beware of @agoda!I booked connecting Deluxe rooms for my kids & me, but the hotel says Deluxe NEVER has connecting doors! Agoda offered a fake option, then argued about taxi distance & refused to help. Forced to pay a huge fee to keep my kids safe! 😡👎

Booked a hotel only to find out that the hotel is no longer associated with them.

They took the money, never removed the hotel from their website. They were informed months already that the hotel was no longer working with them but they kept it due to the stellar review of the property. We arrived at the hotel on a remote island with no place to stay because of what they did. That was 2 days of vacation wasted since all other hotels were booked. We slept at the beach with no customer service retards.

They compensated and refunded only to block all available payment options available to me despite all my card working, event debit, installment options, are not working. No one in this company has any idea on how to work, Indian reps are literally reading from a script just to pass their QA scores.

----------
Customer service is Trash
Compensation is Trash
Entire company is trash

Do yourself a favor, delete your account here.

The web site and app are easy to use.
Pricing is good with good range of accommodation in Asian countries.
Could improve the accommodation information by including room size and facilities eg. laundry, parking etc.

Booking process

87Avoid Agoda at all costs. I booked 'The Brunel' (Booking ID: 678908383) for July 20, 2026. The room provided was a biohazard and entirely unfit for human habitation.The toilet and flush mechanism were completely broken. The bedding was heavily soiled and used. The furniture was broken. The electrical light fixtures were exposed and unsafe. To make matters worse, a contractor entered my private room without permission or warning, causing a severe breach of physical privacy. On a day of extreme heat, the window was broken open, could not be secured, and lacked curtains, turning the room into an unventilated heat trap. On-site staff refused a room change. They instead offered a filthy, soiled fan taken from a public bar area.When I contacted Agoda customer support four separate times, the service was negligent. Frontline agents explicitly refused to escalate the matter and abruptly hung up on me twice.Crucially, during these recorded calls, I made a statutory Subject Access Request (SAR) under the UK GDPR to obtain my audio call logs. Agoda’s staff openly stated they did not know what a Subject Access Request was and completely failed to log it. This is a direct violation of Article 12 of the UK GDPR regarding mandatory staff training.I have officially served Agoda International Pte. Ltd. with a formal Letter Before Action pursuant to the UK Civil Procedure Rules. I am claiming a full refund under the Consumer Rights Act 2015, alongside damages for distress and statutory data protection breaches totaling £496.00.If they do not settle by August 4, 2026, I will be taking them to the County Court Small Claims Track.Do not trust this platform with your money or your data. They ignore UK consumer laws until you threaten them with a lawsuit.

Furthermore I am writing this to warn other travelers about booking through Agoda and staying at their contracted property in Saltash (Booking ID: 678908383).The property itself had severe, unacceptable issues that ruined our stay. However, Agoda’s customer service has been even worse. The CSI Escalation Team (specifically dealing with a representative named Kai) has systematically used false administrative timelines to stall and avoid resolving the issue.They explicitly committed in writing to a resolution deadline, missed it, requested a 2-to-5-hour extension, and missed that too. This is a clear breach of consumer protection regulations and a failure to provide services with reasonable care and skill.I have now been forced to initiate a bank chargeback for my £496.00 and am filing formal complaints with UK Trading Standards and the Competition and Markets Authority (CMA), alongside UK Small Claims Court paperwork. Avoid this property and avoid Agoda if you expect any consumer protection.

Furthermore update
See what I mean when they say the customer service team is dealing with it.The compliance team has the case they just keep extending dealines first they asked for 2-5 houes then, 24-48 then another 24 and still no response. It's all good as i will be increasing the amount and court papers are ready still had no sar or recorded calls or even confirmation its been started. Do your self a favour read all reveiws dont use them. You will also see people stating their waiting over 130 days for a refund
We will see how quick they respond once the posted court papera reach them

I booked a hotel (it was listed as a hotel) and upon arrival it was actually a residential tower. I had already paid and had tired children, so I went to the unit. It was immediately apparent that the beds had bedbugs (they were visible on the bedsheets and pillows). I did not stay (the property manager did not respond about the bedbugs), and I provided photos of the bedbugs to Agoda customer support, requesting a refund. Agoda said that the decision on whether to refund was completely the property's decision.

If you're going to allow scams to operate on your website (there's no question that it was a scam: the property manager intentionally listed the unit as a hotel *with the same name as a hotel operating nearby* and he/she stopped responding to me immediately after I notified them about the bedbugs), you're going to lose customers.

I have never since, and will never again book anything through Agoda without being physically present in the hotel and getting confirmation from them that that is the only option for booking.

I would like to have a reward system. I would book more through Agoda if it gave me a loyalty discount

Quick easy booking process was good considering it’s at height of summer was lucky to get in

I felt the need to write this one to warn others so they dont have an experience like mine!

I booked a 3 night hotel stay (first time using Agoda) on the 13th of July, for the 16th-19th of July. I received a booking confirmation immediately after booking and then recieved a receipt on the day of the booking (16th) as if all was good and the booking went through.

My flight arrived in late so I got to the hotel at 10:30pm to find out from the receptionist that the virtual card that agoda sent them for my booking didn't work. So after receiving 2 confirmation emails and Agoda having 4 days to get this booking sorted, the booking was never finalized and understandably the hotel had to fill the room as the virtual card which Agoda provides hotels for payment DID NOT WORK.

This left me without a hotel in San Diego at 10:30pm on a Thursday night needing a 3 night stay over a busy weekend, you can imagine the cost difference.

I spent nearly an hour on the phone to the customer service rep, whom I did feel sorry for as he did sound sincere/genuine and tried to help!

He initially said they could offer me a full refund + 10% I explained the cheapest hotel I could get at that point ANYWHERE in SD was just over double the price of the initial booking so 10% was not acceptable for something that was very clearly their mess up. SO after some more debating he eventually said a full refund + 50% (via an agoda voucher, not cash) and having wasted enough time already and wanting to get off the phone I left it at that, but it doesn't end there!

As much as I did not want too, I ruefully booked the second hotel through the app (needed to use the vouchers) which was supposed to have roughly $150 credit and another $130 discount on the app as a 'saver'. They managed to undo almost all of this discount at the checkout and when you click for a breakdown of the cost at checkout (to find out where the discounts dissapered too) they do not show you a breakdown, instead this text message just pops up.

'Hotel tax and service fees
Taxes and service fees are generally recovery charges which Agoda pays to the vendor or which are collected by the vendor. For more details, please see the Agoda Terms of Use. Tax and service fees may also contain fees that Agoda retains as compensation for processing the reservation'

I found this very shady as most reputable booking apps will give you a clear breakdown of the costs and service charges at checkout but this company conceals that behind 'TAX AND SERVICE FEES MAY ALSO CONTAIN FEES THAT AGODA RETAINS AS COMPENSATION FOR PROCESSING THE RESERVATION'. I will say that it's a clever way to take back the 'discounts' they appear to give during the booking.

At the time of writing they did provide the refund, but with this being my first experience using Agoda, I WILL NOT BE USING THEM AGAIN.

I booked a stay at The Regency Apartment Hotel Menlyn through Agoda.com for the 21st of June 2026. Upon arrival, I was shocked to be told by the hotel that they no longer have a contract with Agoda.com. This left me stranded and forced to pay again directly to the hotel in order to secure accommodation.
Following this, I contacted Agoda.com to request a refund. They asked me to provide proof of payment and all necessary documentation, which I submitted promptly. However, despite fulfilling their requirements, I am still waiting for any resolution or refund. The lack of communication and transparency has been extremely frustrating.
This experience has left me questioning the reliability of Agoda.com as a booking platform. Customers should not have to face such uncertainty after making confirmed reservations. I sincerely hope Agoda.com improves its processes and customer support to prevent others from going through the same ordeal.

Very bad.i booked room with sea view 452£.after check out give me room with out view.this room 60£ per day(420).this is fraudulent .just shameless.

Agoda is my go-to site for hotel bookings. Great prices and discounts for regular customers. Easy to cancel when necessary.

Agoda are not helpful when there is a problem at all , hotel was absolutely dirty and Agoda were no help and got no response or partial refund, must admit they are cheaper but no help if there is a complaint , have tried contacting Agoda who can not help or assist with partial refund, despite there reply below