Terrible, avoid avoid avoid I have booked lots of times with Agoda and when the hotels are genuine it os wonderful. However, we book a 5*luxury apartment and the partner hotel had been messaging all day, when we landed we were told A/C was broken and needed to book somewhere else. I went online to see they had plenty of good apartments, so said this. Well, we were put in a terrible apartment, furniture broken, blood on pillows, holes in walls,open water bottles given, the list was extensive. Took pics. Asked for a partial refund and was refused. Sp they said they would refund, refised to give cash and said I would get payment on 48hours. I didnt. They then messaged me saying manager had emailed regsrding refuns, they hadnt. I contacted Agoda through chat, with all pics, whatsapp convos and booked another hotel for same dates. I kept gettong same respo se, nothing they could do until partner hotel confirm they cancelled due to cancellation policy. I explained I had proof. Kept being met with wait 48 hours, 3 times, then I was asked to do their job n contact hotel, they ghosted me too. Then called customer care, was laughed at by staff, put on hold for 15 minutes, was asked to email all evidence again.i explained I had already given details in chat. He read this. After 45 mins I was offered 10% of accomodation as a sorry, I said I would accept that and full refund. He said 15%. I said no I wanted a refund, then he said full refund and 15% (90 mins later), I asked for it in email.he sent an email and it was only refund and as Agoda cash on my account. No mention of 15%. He hung up on me as soon as he sent email. It asked if I accepted it and replied no. I wamted it back to card and 15% compensation for all trouble (finding new accom, paying to get there, time o chat & calls) I then got an email saying they retracted this offer due to cancellation policy and not followed and hadnt spoken to hotel to confirm. I called again and got a lovely, kind caring lady who immediately tried to solve issue and was extemely apologetic. She gave full refund vut no compensation as previously agreed. It was my case manager that said this. Its also important to note that I asked for a manager and complaints in chat and on the phone as it was terrible customer service and very frustrating. They are for partner hotel, not being cancelled but do not care when their partner hotels give disgusting accomodation and ghost them, the customer gets punnished, its was a very poor customer experience. All it wpuld have taken is an instant refund as all evidence was provided in 1st instance, it did not need to drag on for weeks
Datum izkušnje: 11 January, 2026