Avios related to hotel bookings don't get linked on a timely basis unlike Booking.com. Fix your system!
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Awful customer service. Basically AI and not a very good example. Long story short , booked a night in a hotel, paid in advance, all good. Reciept emailed as normal , check my credit statement, they... See more
Company replied
Very poor/no support when hotel cancelled me on checkin. Apparently hotel told agda 3 days before my check in date that there wasn’t a room and cancelled my booking. Agoda did not tell me. They d... See more
If their is option of zero star I will go with that. Agoda customer care sirf naam ki care karte hai I have booked hotel with agoda, at the time of check In hotel refused about booking when I con... See more
Company details
- Travel Agency
- Airline Ticket Agency
- Flights Search Site
- Holiday Accommodation Service
- Hotel
- Travel Aggregator
About Agoda
Written by the company
Agoda, a digital travel platform, helps anyone see the world for less with its great value deals on a global network of over 6 million hotels and holiday properties worldwide, plus flights, activities, and more.
Agoda.com and the Agoda mobile app are available in 39 languages and supported by 24/7 customer support.
Headquartered in Singapore, Agoda is part of Booking Holdings (Nasdaq: BKNG) and employs more than 7,000 staff in 27 markets, dedicated to leveraging best-in-class technology to make travel even easier.
Contact info
Singapore
- www.agoda.com
2.2
Poor
49K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 78% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Shocking unexpected Service
I rarely leave negative reviews, but my recent experience with Agoda’s customer service was one of the most disappointing I have ever had.
Due to the sudden passing of my grandfather, I needed to urgently discuss cancelling a reservation that was due to begin the following day.
The hotel was incredibly compassionate and advised they were more than willing to approve a full refund. However, because Agoda had fulfilled the booking, they explained that Agoda simply needed to send the request to the hotel for consideration.
I contacted Agoda expecting that, at the very least, someone would listen and try to help.
Instead, I was repeatedly told that nothing could be done because the booking had been made through a third-party travel provider. I completely understood the booking restrictions and wasn’t asking the representative to override company policy. I was simply asking her to either send the request to the hotel, as they had instructed, or escalate the matter to someone who may have been able to suggest a workaround.
During the call, I calmly requested to speak with a supervisor or manager five separate times. Every request was refused. I even asked to speak with a supervisor to lodge a formal complaint about the service I was receiving, and that request was also declined.
The representative repeatedly disregarded everything I explained. She continued telling me to contact the travel provider, despite me repeatedly explaining that they were closed for the weekend and the reservation was due to begin the next day. It felt as though she wasn’t listening to what I was saying at all.
When I asked if she had dealt with a situation like this before, she admitted that she had not. I explained that this was exactly why I wanted to speak with someone more experienced, yet she still refused.
To make matters worse, the call ended with the representative simply muting herself and remaining silent on the line.
Afterwards, I contacted the hotel again. They once again confirmed they were willing to assist, added notes to my reservation, and encouraged me to contact Agoda again.
On my second call, I spoke with a different Agoda representative. Although he was bound by the same booking restrictions, his attitude was completely different. He listened, showed genuine empathy, tried to help, and was able to provide me with an alternative workaround. That was all I had been asking for from the beginning.
This demonstrated that the issue wasn’t Agoda’s policies—it was the quality of customer service I received from the first representative.
I understand that staff must follow company policies. What I cannot accept is refusing to listen, refusing repeated requests to escalate a call, refusing a customer’s request to lodge a formal complaint, and showing no compassion to someone dealing with the death of a close family member.
I hope Agoda reviews this interaction and reminds its staff that good customer service isn’t always about having the ability to solve a problem—it is about listening, showing empathy, and making a genuine effort to help.
17 July 2026
Unprompted review
Reply from Agoda
Dear Adalet Skopljak,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Terrible experience
Terrible experience. Agoda mistakenly created two bookings. I cancelled one, which gave me the impression that there was no remaining reservation. A few days later, my card was charged without any warning.
I was not even aware that I still had a booking, and I received no communication from the hotel either. Agoda refused to reimburse me, simply referring to the cancellation policy, despite the confusing booking process.
Really poor customer service. Never again.
13 July 2026
Unprompted review
Reply from Agoda
Dear Yogarat Geneva,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
I will not use Agoda again.
I rented an apartment in Paris for a 6-night family holiday. Agoda's Web page had incorrect information about accessing the apartment, (no key safe exists) and about receipt of codes to enter the building. The apartment was deficient in several ways - poor, inadequate air con, sockets by the bed not working, previous renters' laundry left in a wardrobe. I wrote a review suggesting that the number of issues at that price (€3,000) meant I could not recommend it to anyone. Agoda failed to publish the review, it appears nowhere, and I can no longer access the 'reviews' page on my account. I have deleted my account and obviously I will never use Agoda again
7 July 2026
Unprompted review
Reply from Agoda
Dear L R,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
I tried to connect with customer support without any reaction
I tried to connect with customer service for a week, and I could not do it. I wanted to cancel my bookings, which I can not do alone; in chat only AI, on rings similarly only AI. I can not explain any serious situation with travel docs in advance; similarly, the 2-nd hotel I booked during the week, here provided something instead of a room -- a space near a reservation desk. So, any of my 3 troubles I can not manage in any way. I'm ready to delete this App, because of any reaction, even by email. I have a Platinum status and a lot of bookings.
17 July 2026
Unprompted review
Reply from Agoda
Dear Olga Sheremeta,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Never book with this crooked companyk
Never book with this crooked company, I wrote a negative review about the hotel they recommended to me, but they won’t post it, every other review is all positive, but the truth is it would be impossible to get that many positive reviews because the hotel is an actual dump. This is a chinese company full of lies
17 July 2026
Unprompted review
Reply from Agoda
Dear Peter & Marilyn,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Extremely disappointed!
I had an extremely disappointing experience with the recent booking in Jakarta 3J living. Upon arrival, the hotel failed to provide the Twin Bed Deluxe Room that I had booked and instead offered a Queen Bed room. The assigned room also had visible damage to the door, raising safety concerns. We were then relocated to another property late at night without any transportation assistance, only to be shown multiple rooms that were dirty, poorly maintained, and unacceptable—including stained bed sheets, damaged facilities, non-functioning lights, and even live maggots in the toilet. After nearly two hours of being moved between properties, we lost confidence in the accommodation and had to book another hotel at our own expense. Agoda and the property failed to deliver the service promised, and the lack of professionalism, accountability, and basic hygiene standards made this one of the worst accommodation experiences I have ever had. We asked for refund, but ignored for whatever reason, MIA for nearly a month when escalated to customer service agent. I'm generous enough to leave 1 star, and they definitely deserve lesser than that! I would not recommend booking this property through Agoda.
18 June 2026
Unprompted review
Reply from Agoda
Dear Kat L,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Poor responsibility from AGODA
I booked and paid for a Deluxe Room with Twin Beds at 3J Living through Agoda for 19–21 June 2026. However, upon check-in at approximately 8:50 PM, I was assigned a room with only one Queen Bed instead of the confirmed Twin Bed configuration. The room also had visible damage to the entrance door, raising safety concerns. When I requested the room type I had booked, the staff informed me that no Twin Bed rooms were available and showed little effort to resolve the issue professionally. Eventually, they offered to relocate us to another property, 3J Home, but provided no transportation assistance, forcing us to walk there with our luggage late at night despite the relocation being caused by their error.
At the alternative property, every room presented was in unacceptable condition, with issues including damaged shower heads, stained bed linens, dirty walls and floors, poor bathroom hygiene, missing amenities, non-functioning lights, and even live maggots inside the toilet bowl. After nearly two hours of being moved between properties and repeatedly shown unsuitable rooms, we lost confidence in the accommodation and left at around 10:25 PM to arrange alternative lodging at our own expense. This incident caused significant inconvenience, emotional distress, physical exhaustion, additional expenses, and embarrassment, particularly as I was hosting a guest visiting from Singapore. I therefore request a full refund, appropriate compensation for the service failure, and a formal investigation into the property's room allocation, safety, hygiene, maintenance standards, and handling of guest complaints.
17 June 2026
Unprompted review
Reply from Agoda
Dear Chelsie Liu,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
i had a wonderful inapp experience
i had a wonderful inapp experience. wonder what the 2 stars are for - sites getting flamed for nothing?
16 July 2026
Unprompted review
Booking was smooth
17 July 2026
Unprompted review
Scam company
Booked a hotel while driving. Arrived at hotel, only to discover no booking in my name. Clerk said it can sometimes take up to three hours to show, so we decided to come back in an hour to check.
Returned to the desk after an hour and discovered we were booked for the next week. Went to Agoda site but wasn’t allowed to change date. Then called Agoda agent and was told date could not be changed, booking could not be cancelled and there would be no refund.
Absolutely never using this company again.
16 July 2026
Unprompted review
Reply from Agoda
Dear Kim F,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZTDear
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
A rip-off, and extremely bad customer service!
We booked a €1200 air-conditioned suite at the Hotel Panache Paris through Agoda.com. When the air condition stopped working halfway through our stay, we had 26 degrees both day and night in our room for two days. The man in the reception at Hotel Panache said the hotel couldn't give us a discount, but if we contacted Agoda after we got home, the hotel would support our case and he assured us we would get a refund.
When contacting Agoda after getting home, they say they have contacted the hotel, but neither the hotel nor Agoda will give us any refund. The only thing Agoda has offered us is USD 50 worth of so called “AgodaCash”. When I asked the Agoda representative Harshvardhan whom I talked to online if AgodaCash is an actual refund, or just credits, he just terminated the chat…
I advise anyone to stay away from using both Agoda.com and Hotel Panache Paris.
15 July 2026
Unprompted review
Reply from Agoda
Dear Eivind Røhne,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Very bad I don’t recommend
This is the worst booking company I have ever dealt with. I will never use your service again, and I will warn everyone to stay away from your company because of this terrible experience
3 July 2026
Unprompted review
Reply from Agoda
Dear Nada Alrawe,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
I always find Agoda has the best prices…
I always find Agoda has the best prices even on better quality hotels.
14 July 2026
DO NOT BOOK HOTELL IN AGODA
DO NOT BOOK HOTELL ON AGODA! I’m not happy with this,not att all! So i booked flights to hurgada multiple times and agoda keep cancelling them I don’t know why and its been very frustrating and annoying actually. Its not only me multiple people have been tough this when they have been booking here on agoda! When i came to the hotel I needed to pay for 3 bookings even when I showed them that the booking was cancelled and they told me that the bookings was not cancelled and that I have booked three room in the hotel.
17 July 2026
Unprompted review
Reply from Agoda
Dear Menna,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Zero stars if I could
I originally booked a one night hotel stay. I cancelled the booking within the allowed time frame and had confirmation on my agoda account that this was done. I was then charged despite this on a different booking reference. They are refusing refund and so far my contact with staff via the phone no. and email will not advise how to escalate my complaint higher.
22 June 2026
Unprompted review
Reply from Agoda
Dear A Connolly,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Easy to do with lots of selection- good…
Easy to do with lots of selection- good system to use
16 July 2026
Avoid Agoda- Useless and unfit for purpose
I tried to cancel a booking. I spoke to the hotel and they agreed to cancel but Agoda brought in a severe time limit for the hotel to act and jumped in and said the hotel had not responded so I would not get a refund. With no way on the Agoda website to take any further action I am stuffed. You may know it is impossible to even talk to these people let alone get a response. Avoid Agoda
15 July 2026
Unprompted review
Reply from Agoda
Dear Simon,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Agoda is a dishonest company!
My son used my card to reserve a room and thought the hotel was in Harlem, MT, but in fact, was a hotel in Sidney, MT. We called withing 10 minutes to try to cancel the reservation because Sidney is 6.5 hours away from Harlem. Agoda said that we could not cancel with them and that we would need to call Lonetree in Sidney to cancel. We called back an forth for about an hour and could not get it resolved. I disputed it with my credit card and Agoda told CITI that we didn't show up to the hotel so they couldn't refund the money. Citi reversed the charge and said that I would need to pay it. I called Citi and had a conversation with them. Citi refunded the charge on my account. Agoda.com is a horrible business and tries to SCAM you. So watch out!
16 June 2026
Unprompted review
Reply from Agoda
Dear Travis Hauck,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
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