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Business Profile

Online Travel Agency

Agoda

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Travel Agency.

Complaints

Customer Complaints Summary

  • 737 total complaints in the last 3 years.
  • 299 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/08/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Complaint Details:I am filing this complaint against Agoda for failing to honor their advertised "Free Cancellation" policy, misleading claims, and systemic errors that resulted in unjust financial loss. Below are the key issues:Failed Cancellation Due to System Error:Booking ID: ********* (***************, ***********)Booked: Fri, Apr 4, 10:06 AM Cancellation Requested: Fri, Apr 4, 10:52 AM (within 46 minutes).Agodas system stated the cancellation would process within 48 hours, but no action was taken. Upon contacting customer service, I was informed my request was not received "on time" due to a "system processing error"an issue entirely out of my control.Misleading "Free Cancellation" Guarantee:The booking page prominently advertised "FREE CANCELLATION WITH NO RISK!" (in all caps, with a screenshot saved as evidence). Despite complying with the policy (canceling 3 days before check-in), Agoda refused the refund, falsely claiming I missed the *************** Confirmation of No Active Booking:I contacted GLAD ********** directly, and they confirmed they could not locate my reservation under the provided Booking ID. This raises concerns about Agodas transparency and booking fulfillment processes.Inconsistent Treatment of Identical Bookings:A relative booked the same hotel, on the same day, at the same price through Agoda and successfully canceled within minutes with a full refund. This inconsistency demonstrates systemic inequity and further proves my cancellation should have been honored.Resolution Requested:A full refund of the amount paid ($569.49).Transparency regarding Agodas system errors and corrective measures to prevent future customers from similar harm.Accountability for the misleading "Free Cancellation" claim, which constitutes deceptive advertising.This situation has caused significant frustration and financial harm due to Agodas failures. I trust the BBB will facilitate a fair resolution.

    Business Response

    Date: 04/13/2025

    To Whom It May Concern,

    We are writing in response to the complaint received with Complaint #********. Customer satisfaction is *********************** priority, and we strive to provide all guests with a smooth booking experience.

    Agoda has thoroughly investigated the matter regarding the cancellation of the booking and the associated refund. We have reached out to the customer via email to provide an update. Due to an ongoing chargeback dispute with their bank, we are unable to process the offered refund until 25 May 2025.

    We have advised the customer to contact us again on 25 May 2025, at which point we will proceed with processing the refund.

    Thank you for your attention to this matter.

    Customer Answer

    Date: 04/15/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ** ***



     

  • Initial Complaint

    Date:04/08/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi, I cancelled a trip before the cancellation date but after that date AGODA charged me for a trip that I had cancelled. I have reached out to then ************************************** My credit card should not have been charged. I have the cancellation email and I have included the charge from my credit card. They will not refund me for something that should not have ever been charged in the first place.

    Business Response

    Date: 04/15/2025

    Dear BBB,


    We write in response to the complaint received with Reference no ******** Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.


    Agoda has investigated the matter, namely, charges for the booking. We have reached out to the customer and have come to an agreed outcome.


    Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.


    Thank you.

  • Initial Complaint

    Date:04/05/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company charged my credit card regarding a cancellation for a reservation never made.

    Business Response

    Date: 04/07/2025

    Dear ******************* write in response to the complaint received with Reference #********. Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.

    Agoda has investigated the matter, namely, refund of the cancellation charge. We have reached out to the customer and have provided an outcome.

    Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.

    Thank you.

    Customer Answer

    Date: 04/14/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ******* ******



     

  • Initial Complaint

    Date:04/01/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a Hotel stay for April 1st and 2nd. Agoda site refreshed at checkout and change the reservations completely to another date and different room and different price. During the refresh I was in the checkout process and my payment was extracted. When I got the confirmation I could see all the discrepancies and contacted Adgoda within 5 minutes and discussed the issue. Adgoda stated they would work with the hotel to adjust the accommodation. I immediately contacted the hotel that the reservation was made at and they verified they would happily accommodate the change. The Manager of the hotel went as far as calling Agoda and said they would accommodate. I received a call from the Manager stating they contacted Agoda and they stated they would call me back to adjust the reservation. Five minutes later I receive a email from Agoda stating that the Hotel declined the date change and that it was not Agoda fault. I called Agoda back and asked for an explanation as to why they would lie and they could not give me an answer. There is no manager to handle or address issues. Agoda keeps hanging up on me. When I get through to someone they say the same thing over and over again. I have offered to do a three way call with the hotel to state they approved the 1 day adjustment but Agoda is refusing to handle this issue professionally and would rather steal the money then address their issues since this was their site that caused the issue to begin with.

    Business Response

    Date: 04/06/2025

    Dear BBB,
    We write in response to the complaint received with Reference #********. Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.
    Agoda has investigated the matter, namely, refund request. We have reached out to the customer and have come to an agreed outcome.
    Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.
    Thank you.

  • Initial Complaint

    Date:04/01/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Agoda sells third-party flights. However, their website disguises pertinent information about the flight until after it is sold and refuses to refund a flight I purchased just 5 mins before trying to cancel it.

    Business Response

    Date: 04/02/2025

    Dear Better Business Bureau,

    We write in response to the complaint received with Reference no ********.
    Agoda strives to provide every guest the best customer service experience, and we are disappointed to hear that the resolution doesnt meet the customers expectations. 
    Should the customer have further concerns, they may contact us while logged in to their Agoda account through our support page: **************************************************************************

    Thank you.

  • Initial Complaint

    Date:03/29/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On December 23, I purchased three tickets to the Titanic attraction in ************ with agoda. Shortly after making the booking, I received an email stating that my booking had failed. The email also informed me that I would receive a refund within 45 business days. Due to this, I had to quickly make alternative arrangements for another attraction.However, after 45 business days passed, I still had not received the promised refund. Attempts to contact customer service were unsuccessful, as the app claimed there were no bookings associated with my email address. The only way to reach customer service seemed to be by leaving a negative review on the ****** this day, I have not received the refund. I find this experience to be highly unethical and disappointing. My plans were completely ruined, and I feel as though my money was taken without any resolution. This level of service is *************** not use any of these Booking Holding companies they will steal your money

    Business Response

    Date: 03/30/2025

    To Whom It May Concern,

    We are writing in response to the complaint received with New York BBB Complaint #********. Customer satisfaction is *********************** priority, and we strive to provide all guests with a smooth booking experience.

    Agoda has thoroughly investigated the matter regarding the refund request raised by the customer. Below are the findings from our investigation:

    Three (3) Booking Attempts by the Customer:

    ************************* BID *********
    This was a failed booking, and the customer received an email notice stating that any amount charged or held on the card would be refunded or released by the bank within up to 45 days.
    For this failed booking, no payments were processed. Hence, no charges were released or refunded.

    2) Agoda BID *********
    This was also a failed booking, and the customer received the same email notice stating that any amount charged or held on the card would be refunded or released by the bank within up to 45 days.
    For this failed booking, no payments were processed. Hence, no charges were released or refunded.

    3) Agoda BID *********
    This was a valid and successful booking with a charged amount of USD *****.
    The booking was created on 24-Dec-2024 at 01:20:35 (time captured based on Agoda's operating system time zone: *******, ********).
    The booking confirmation was sent to the customer's email address on *********** at 01:21:16 (time captured based on Agoda's operating system time zone).

    Please feel free to convert the time mentioned to the customers local time zone. Supporting documentation is attached for reference.

    We would like to clarify that the refund or release of funds within 45 days mentioned in the email pertains only to the failed bookings (********* and *********). It does not apply to the successful booking (*********), for which the amount of USD ***** was charged.

    Agoda now considers this case resolved and closed from our end. Should you require any further information or clarification, please do not hesitate to contact us.

    Thank you.

  • Initial Complaint

    Date:03/26/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a reservation on December 7, to check in and check out on December 8. I booked through a 3rd party Booking site Agoda.com when I arrived they were unable to accommodate me so I had to find another hotel after already paying $200 for the room and $100 in incidentals. I told them the booking site said no refunds but the manager specifically told me they would make sure I would receive a refund. After leaving I never got the refund I called Agoda and the said they would reach out to the hotel and let me know something within 48 hours they received no response from the hotel so they closed my case. So o attempted to dispute it on my card and it was denied. I called several times to ********* trying to speak to someone then always taking down my number and promising to have someone call but never received a call. Finally I contacted Agoda again to try to resolve it and they claimed the hotel denied the refund. Im a single mother and Im struggling to make ends meet so losing $300 has really affected me and the fact that I was lied to and treated so poorly. This was a situation where I needed that money returned to be able to pay my rent because I had to pay for a different hotel that same day totaling $700 in charges and $300 when I didnt even stay there I would just like my money refunded as promised.

    Business Response

    Date: 03/31/2025

    Dear BBB,

    We write in response to the complaint received with Reference no #********.

    We will temporarily close this case for now as we have not received any updates from the complainer regarding the alternative hotel's supporting documents and incident details.  

    Thank you for your understanding!

  • Initial Complaint

    Date:03/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a hotel reservation through Agoda March 15-March 16 2025. The hotel room didn't have a functioning heating system or refrigerator, so the hotel offered me a 30% refund. Now I have provided via chat the email the hotel sent me with proof of them offering me the 30% refund and they also emailed Agoda (which I also have that email) and Agoda isn't responding. There is no customer service number or any other way to contact them besides chat. I just want my refund.

    Business Response

    Date: 03/22/2025

    We write in response to the complaint received with Reference no ********. Customer satisfaction is *********************** priority and we aim to provide all guests with a smooth booking experience.
    Agoda has investigated the matter, namely, refund request for cancelled booking. We have provided the requested settlement.
    Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.
    Thank you.

  • Initial Complaint

    Date:03/20/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi I have done multiple bookings through Agoda for my travel in ******For one of the bookings I was totally misled and the service was not provided.I provided enough evidence to Agoda and they accepted and validated them and tried to offer 20% for the inconvenience but didn't refund me the booking amount.I told them that the property was misleading with images and when I tried to check in the room was not ready and then I went for the city tour with my family and came around 12 PM in the night and the room had various problems including no toilet papers. I took all pictures and submitted them to agoda and they tried to contact the property and they never received a response but to my surprise they are still allowing all bookings for the property on their website.I would like my full refund to be processed as it ruined my vacation and made me lose 2 days in my trip.

    Business Response

    Date: 03/26/2025

    We write in response to the complaint received with Reference no ********* 
    Agoda has investigated the matter, namely, the room issues raised. We have reached out to the customer and have come to an agreed outcome.
    Agoda now considers the case resolved and closed from our end. Should you need any further information, please do not hesitate to contact us.
    Thank you.

  • Initial Complaint

    Date:03/17/2025

    Type:Order Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Agoda promised and advertised pool and hot tub at hotel. I canceled with a months notice when I found out Agoda falsely advertised the pool and hot tub. Hotel has no pool and no hot tub. Agoda committed fraud and took money in exchange for a false promise. A full refund is owed. Agoda refuses to refund even after this misrepresentation. The entire purpose of our trip was to swim. Thank you

    Customer Answer

    Date: 03/18/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ******** *******



     

Agoda is NOT a BBB Accredited Business.

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