Agoda reviewed by

London, GB

3 Reviews

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Book at your own risk: Horrible customer service, confirmed and paid hotel got cancelled 9 days before arrival!

We booked a 3-night stay on Agoda.com for New Year holidays (including the new year's eve night). The reservation got confirmed by Agoda and they have charged our credit card and provided a voucher. However, 9 days before our scheduled arrival, we received a call from Agoda saying that our reservation has been relocated to a different hotel. Naturally, we asked Agoda about the details of the new hotel and the room. We were given the name of the new hotel and told that once more information is available (such as room type), someone from Agoda will get back to us. Well, 3 days later, we still had no information from Agoda, so we phoned them. After speaking to some rude man on the phone who was unable to provide any information, we asked if we could speak to a manager instead, and the man just hung up the phone! poor poor services! We then googled the alternative hotel offered by Agoda and found the phone number. We called the hotel ourselves and was only then told that the hotel is actually full for New Year and that we do not have a room there! The manager at the hotel was very nice and sympathetic. He also informed us that Agoda has been notified that there's no room, and yet Agoda still insisted on booking us there!? Now, we were at 4 days before arrival and with no hotel during a high season - thanks to Agoda's poor service! The problem is that they are registered in Thailand, so if anything doesn't work out , you are out of luck as you're not protected by the laws of the US or the UK or any other countries. Best to use a reputable online agent who's based in a western country.
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