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Travelers planning fall and winter trips need to be cautious when booking online, says the Better Business Bureau Serving Metropolitan New York. BBB is alerting consumers about Agoda, an online travel booking agency that some consumers have alleged cancels customers’ flights, hotel stays, and rental bookings for no apparent reason. Agoda’s website describes itself as a “digital travel platform that brings high-value and rewarding travel experiences to people all over the world,” but some consumers have told BBB a different story.
Pattern of complaints
“Complaints to BBB indicated that people said they lost money and had their vacations ruined because Agoda was not consistently able to provide responsive service, despite their claims,” said Claire Rosenzweig, President & CEO of the Metro New York BBB®. “Consumers have told us that they’ve lost hundreds, even thousands of dollars in canceled travel. Before you book, check with BBB.org to see what others have reported about their experience with this or any travel company.”
At the time of this Alert, Agoda currently has an F rating with BBB, and over 260 consumer complaints have been filed in the last 12 months. Some customers alleged that they made reservations through Agoda, and once they arrived at their hotel for check-in, they were told their booking was never received.
Other consumers claimed that Agoda contacted them and said that an issue came up and that Agoda needed to cancel the consumer’s hotel stay before the check-in date. Further, consumers alleged that Agoda canceled their booking or flight with no explanation or recourse.
Many consumers who filed complaints said that when they contacted the company's customer service, they were unable to get a resolution to their problems, or in several cases, any response at all. In addition, some consumers pointed out that confusion often resulted from the disconnect between what Agoda representatives allegedly told them about policies and what was stated by the vendor (hotel or property manager) at which the reservation was supposedly made.
Agoda lists an address in Midtown Manhattan in New York City. According to their state corporate registration, they began operating in 2005.
For more information
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