Agoda delivers an easy booking experience and competitive pricing, but is severely hampered by booking cancellations, poor customer service responsiveness, and inadequate compensation when failures occur, resulting in a 3.2/5 rating driven by frequent traveler frustration.
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My booking was not accepted by the Le Premier hotel, New Delhi saying that they do not accept the room rate it's booked at and had to call agoda for it. I called agoda at 5am in the morning and all agoda could do was cancel my booking and refund. Why did agoda confirm the booking to me if they didnt get a confirmation from the hotel. I was with my family and bags at 5 am at the hotel and had to go from hotel to hotel with the bags to look for a room myself. I had requested agoda to find me another room atleast as a bare minimum of customer service after all the inconvenience caused to me, but they said they can not do it. PATHETIC SERVICE.
I am extremely disappointed with my recent experience with Agoda regarding an involuntary flight cancellation by VietJet. I chose Agoda because the platform offers bundled flight options with different airlines, providing better pricing, convenience, and flexibility. However, when my flight was cancelled, Agoda was unable to provide any practical assistance or alternative arrangement despite my flexibility to: - change to another timing, - depart one day earlier, or - switch to another airline while paying any fare difference myself. Due to the platform limitations, I was forced to purchase a separate one-way ticket at an additional cost, which completely defeated the purpose of booking through a bundled platform in the first place. What disappointed me most was that Agoda acted purely as a middle platform without taking any responsibility toward the customer experience during the disruption. I also did not receive the promised follow-up after my complaint was escalated by the support agent. I understand the cancellation was initiated by the airline, but customers reasonably expect Agoda to provide better support, flexibility, and service recovery during such situations — especially when the platform markets itself based on convenience and bundled booking benefits. Overall, this experience has significantly reduced my confidence in using Agoda for future flight bookings.
Worst worst scam scam never use they keep canceling booking and never they refund money
I booked a corner suite with breakfast at a well-rated Seoul hotel through Agoda. The booking was confirmed and paid in full. Shortly before my trip, Agoda informed me the hotel could not honour the reservation — with no explanation given. The same room remains bookable on Agoda's own platform today at nearly five times what I originally paid, which tells its own story. What followed was worse than the cancellation itself. Agoda's customer service made a series of escalating cash offers — starting at USD 30 to USD 50 on a phone call — to close the matter cheaply. When I rejected these, they offered two alternative hotels, both of which were standard rooms at unverified properties. Neither was remotely comparable to what I had booked and paid for. Despite multiple formal emails, Agoda repeatedly refused to source a genuinely comparable replacement. They hid behind a facilitator defence — claiming the hotel, not Agoda, was responsible — whilst their own terms make clear that once Agoda collects your payment, your obligation to the hotel is extinguished and Agoda is the responsible party. After receiving no adequate resolution over several days, I was forced to source and book a replacement hotel independently at significantly greater cost. I have since raised a formal dispute with my card provider and will pursue the full cost differential from Agoda. Agoda's conduct throughout was characterised by delay, inadequate offers, and a deliberate strategy of attrition in the hope that I would accept less than I was entitled to. I did not. If you are booking a high-value stay, be aware that a confirmed booking with Agoda is not the guarantee it appears to be, and that their compensation process is designed to minimise what they pay you rather than to make you whole.
Booking was booked for wrong date (a few weeks out). Tried to change immediately. Was only given a partial refund. Terrible customer service. Tried to save money booking with them and ended up costing us more. Will never use again.
I am constrained to express my dissatisfaction at Agoda’s offer of merely INR 217.31 towards the inconvenience and hardship caused to me due to the failure of a confirmed hotel booking. The case clearly constitutes a deficiency in service and misrepresentation on the part of Agoda, as the booking confirmed through your platform was not honoured by the hotel concerned. The booking was made and duly confirmed online while I was travelling to Mhow on an official tour. However, I was informed by hotel that no confirmed reservation had been received from Agoda. Owing to the urgency of my official commitments and a pre-scheduled meeting, I was left with no option but to arrange alternate accommodation immediately at a higher tariff. The incident caused considerable inconvenience, mental distress, and embarrassment during an official assignment. Under the circumstances, I request Agoda to reconsider the matter and provide a reasonable compensation of at least Rs. 1000/- towards the additional expenditure incurred and the inconvenience suffered due to the failure of service on your platform. I trust that the matter will be resolved amicably and expeditiously
I was trying to upgrade a hotel I booked for my client through Agoda after being referred by Celebrity cruise line. It was awful and I will be telling Celebrity also. I ended up contacting the hotel and THEY had to contact Agoda to get them to accept the upgrade. Then I sat on the phone for 45 minutes with Agoda after typing in the card number and their system wasn't working. Now they pay for the difference at the hotel. Complete and utter incompetence. I will be telling at least ten people a day not to use Agoda along with every travel agent I run in to.
unable to make bookings for thailand in december. No explanation given
Giving 1 star as 0 wasn’t an option. This is not a company you can rely on when travelling. They cancelled our booking at 4pm on the day of check in (it had been booked for over a month) and offered no alternative accommodation so we were left totally stranded and £1000 out of pocket as we had to book the only other available accommodation. Also lost money on overnight parking that we’d paid for and they refused to compensate.
The website of Agoda wrongly displayed that my payment for the hotel room didn't get through. It even directed me back to the original web page claiming that the payment was rejected. Hence, I tried to booking again. The system of Agoda showed the same error again. Eventually, I tried it for the third time and finally my payment was accepted. The worst is yet to come. Agoda is now claiming that I made the same booking for the same hotel and the same dates three times. Due to this unbelievable statement, I immediately contacted the Agoda Customer service. Their Chatbot is claiming that the agend is refusing to accept my free cancellation. Due this unbelievable statement, I contacted the hotel in Thailand. They haven't received any form or matter of cancellation via the Agoda agent at all. Additionally, I contacted PayPal to assist me in this matter. I'm shaken by the distrustful website of Agoda.
It has been challenging to receive responses to complaints. In fact, they don't even read the complaint properly. I paid well over USD 4k for my colleagues to stay in. Vistalmar Ocean Suites Aruba booking ID 651595091: I kept sending emails; they never respond to me.
There non cancellation was not clear, I found out about it after I booked. Now they want 50 dollars to change. DO NOT USE
Put in dates I wanted, to find that they have reverted to a previous search date from months ago once booked. Customer service useless and replies same response over and over
Agoda ripped me off for $1,070. The cancellation policy was 30 days in advance of the arrival date or be charged for the full amount of the stay. Missed that in the fine print which should have been made more obvious. I contacted Agoda immediately when they charged my Amex card 31 days in advance of the booking to cancel the reservation and Agoda refused to honor the cancellation. I called the resort and was told it was their policy that I could cancel the reservation without a charge within 24 hours of the arrival date, however they could not cancel it, Agoda would have to. Utterly deceptive business practices. Agoda didn’t respond to my emails requesting a refund, so I got stuck paying $1,070 for a cancelled reservation. Beware!
Terrible company booked a room on the wrong date as was going that day and was in a rush, hotel were happy to refund as i paid when i got there but agoda refused to refund the future date in 2 months time, i gave up in the end arguing with there customer service. I will never use Agoda again or let anyone in my company and we book many nights in hotels.
Agoda is rated 3.1 out of 5 from 46 verified customer reviews on ReviewTerminal — rated Average. 52% of customers gave 4 or 5 stars.
Agoda has an average rating of 3.1 out of 5 based on 46 customer reviews on ReviewTerminal.
Agoda has 46 verified customer reviews on ReviewTerminal. Every review is from a real customer and is published without company involvement.
Based on 46 verified customer reviews, Agoda holds an average rating of 3.1 out of 5 — rated Average on ReviewTerminal. 52% of customers gave 4 or 5 stars.
