Answered4 years ago
What should I do after my Agoda hotel booking was cancelled and my Agoda cash expired?
I had quite a bad experience with Agoda. I used them a lot over the last ten years. More than four months ago I booked a hotel in Kao Lak for January 2023. I had "Agoda cash", that I earned because of a lot of bookings that I made, which I used for this booking. Yesterday, I received an email from Agoda, stating that the hotel is fully booked and that they have to cancel my booking. No problem, these kind of things happens, even though it's very strange for them only to realise it now. They then also informed me, that the "Agoda cash" that I used, isn't available any more, it has expired on 22 September!? Except for that, this was a non-refundable booking, so if I cancelled it, I would've lost my money. I mailed them about this issue, but they just flatly ignored it. This is about the principle of the matter. If this cancellation was because of my wrong doing, it would've been fine, but I get penalised because of their cancellation. Needless to say, they won't see me again.
Answer summary
A user expressed frustration after Agoda cancelled a hotel booking made for January 2023 and informed them that the 'Agoda cash' used for the booking had expired. They felt penalized for the cancellation, especially since the booking was non-refundable. Other commenters shared similar experiences with Agoda, raising concerns about customer service, refund policies, and issues with the cash back system. Suggestions included contacting customer service directly, considering chargebacks, and using alternative booking methods in the future.
77 repliesnewest first
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Chris *********
Make a screenshot copy of your post. Get on Twitter and post the screenshot to @agoda. I can guarantee a response.
Because I did and they did.
Because I did and they did.
Richard *******
Yeah they pissed me off too. I boycotted. Later I used them again. In the positive side, it’s easy to reach them by phone…
Mark ***********
Slam them on all social media. They might repent for their sins. Dumb policy.
Carlos *********
You probably also got booted because you used agoda cash whereas if you would have paid for it you probably would have the booking still. You lose out to the Agoda cash to paying customers every time! I booked three flights using AirAsia to the same place one of the flights I used Big Boss points that flight has been moved three times! It's now the last flight of the day, other paying flights no problem.
Alvina ********
Unacceptable! I'd pursue this matter.
Klaus ***********
Since they implemented cash back and agoda cash it went down the drain. Agoda cash expires to fast. Agoda cash Back never will be issued - it just pending and than vanish from the list. Their offers are scam their prices change every so often. It’s a pain to deal with them
Pete **********
They have had a lot of problems with keeping up to date with hotels that have closed due to Covid. I booked a hotel in Chiang mai about a month ago. Paid by credit card, had the voucher issued and when I got there the hotel was closed up with a notice pasted on the door saying it would open again next month! Luckily it was a simple matter to walk around the corner and book into another hotel. However just imagine if it had happened to a couple of weary travelers coming on holiday from another country.
Sam *****
@Pete *********
same happened to us up in the Daintree in QLD Australia. Place was closed down.Agoda were no help at the time whatsoever.
Paul ********
Remind me - which product/service/company is perfect all the time?
Ending a 10 year “pretty-good” relationship over one cancellation drama seems overkill to me.
Shit happens. Just shrug and get on with your life.
Ending a 10 year “pretty-good” relationship over one cancellation drama seems overkill to me.
Shit happens. Just shrug and get on with your life.
Sam *****
@Paulo ********
or like this person, you can find your backbone and stand by your principals. Some people just don’t like people screwing them, I am one also. And others love it.Paul ********
@Sam ****
I have plenty of backbone, but I find reserving its application to nontrivial battles results in a happier, healthier, more profitable life.Sam *****
@Paulo ********
each to their own.
Marguyvin **********
Also a reminder: if you modify your reservation (change dates), you lose all the 'cancel any time' and 'refundable before this date', features. When you submit your date change they charge you in full and it is non-refundable at that point.
Vic *********
You said you mailed them. What response did you get when you called them or direct chat?
Brian **********
I’ve never received any of the Agoda cash even though they’ve sent emails telling me they are sending it.
Diedy **********
I use Hotels.com, every 11th night is free which comes down to 10% off...never a problem, they are part of Expedia btw.
Diedy **********
@Sam ******
o really? That is really bad! I have exchanged around 15 free nights without a problem and am also always announced right at hotels, which is sometimes not the case with bookingcom or agoda. Thanks for the headsup, will only use the nights at well known places than.May we know which hotel they cancelled on you?
Diedy **********
@Sam ******
okay, so they scammed hotel.com as well? I sometimes see vague hotels on those booking machines, or real obvious mistakes in pictures of rooms or descriptions, and always wonder how do they not check that better? Really irresponsible also from a marketing perspective. Sorry to hear they don't give your night back.
Peter *******
Be smart with your smart phone and book Everything directly!!!!
Victor ***********
I have used them extensively and never had an issue. I never did pay much attention to the Agoda cash so I can't speak to that. I have saved 1000's of baht over the last 3 or 4 years using them.
Sri ***
Agoda and booking.com both are same company
Harry *********
Sorry to hear that. I’ve used **booking as much as you’ve used Agota and I cannot say I’ve had a bad experience, but I did not use booking in Southeast Asia, where I believe a Gotha is a much stronger platform. It’s strictly been Europe and central Asia however, customer service for their version of “Agoda cash”was pathetically slow by email. It was eventually resolved, but very slow many days.  This was during the pandemic, April 2001 thru December 2001.
Klaus ***********
Agree -agodas cash back and offers are a scam and expire to early. I think it started to change to the worse 2 years ago.
Rajiv *******
I use trip.com which offers better deals than Agoda
Peter ***************
Agoda is effectively a Chinese based company that uses intractable tactics to ride your into the ground. Too many bs offerings that vary significantly from what you thought you bought. Don’t like them one bit
Ivan ************
@Pe***
it was founded in Singapore by two expat New Yorkers and actually has origins before that in companies run by one of these two expat New Yorkers in Thailand. It is now a subsidiary of Booking/Priceline which is a large American public company. Nothing to do with China.
Robert **********
@Ivan ***********
This is true. I had it insider at Agoda. They sometimes contract for whole block of rooms, Or even a whole Hotel, pay the owner as agreed, then sell the rooms on their site. As far as contesting the charges on your credit card at least if it’s American, they are taking a hard line. If it’s actual fraud, like someone stole your card number, they will help you, but if it’s a dispute over a product or service that you ordered, they are reluctant to help.  their online help will say that you have to call a phone number and be put on hold. then they want to mail paperwork to you. Seldom worth the trouble.Peter ***************
@Ivan ***********
oh thanks for that insight. My interactions with them have been in china and their call centres there were most unhelpful indeed outright rude
Ben *********
Good, book directly.
Austin *********
Try to change your VPN and clear your cookies ...or easier delete and reinstall ur app...try to book the same hotel. If it takes...stay and after Sue the dirt bags
Austin *********
So here is what you should do. If your in the USA take them to small claims court
Winston ********
I too always trusted Agoda till i made my trip to Pai in Mae Hong Son for Christmas last year. I paid a bomb through Agoda that showed prices at 65% discount. A last minute travel buddy paid much less at the hotel. I asked the hotel owner how come????? She explained that all these travel websites hike up the actual rate and then show huge discounts and finally charge us much more that the actual price of a walk in. The only problem is as a last minute walk in and that too on Christmas day one may find themselves without any accommodation available. So from now I first check directly with the hotel and then compare if sites like Agoda etc are giving better prices before I book
Fe *****
😮 I’ve never had this kind of problems with them. But they don’t honour their cashback rewards. They’re either ‘expired’ or they stay ‘requested’ indefinitely. If you see a lower price ‘after cashback’, you can just ignore it
Mark ********
Used it to book covid package and hotel was excellent
Pete **********
Every time I use agoda I seem to have a massive increase in spam emails - almost as if they are passing on my email address to these companies.
Rob *******
Traveloka app is good for Thailand and s.e.asia. always cheaper than walk-ins and no issue in 5 years for me.
Pierre *********
Maybe try to contact them on Twitter. It is common to see companies being much more reactive there. Agoda often has the best deals in Asia ; it would be costly to avoid them.
Mian *******
I have been using Agoda since 5 years and lately booked different hotels since 6 months. Received Agoda cash 50$. My advice never ever buy Airline tickets through Agoda. If something happens like delays or flight cancel etc. you will have Zero help and expect to lose all your money. they never help. I lost 500$ recently and learnt my lesson.
Gary ********
had an issue with them again. said hotel i wanted was sold out. they suggested anlther 13kms aeay. checked the hotel i wamted. nkt fulky booked. in fact probably 60% occupied. Agoda excuse is hotel keeps rooms for walkins. They must have a good break even. will never use them again. also booking.com. sae company. apparently
Nick *******
@Gary *******
that’s due to the contract between the accommodation and your booking site. The hotel will never give Agoda the full rooms they have available because then they can not sell it to potential walk-ins.
Edwin ********
Yet another reason why I try to avoid third-party booking websites. In Thailand, I usually find I can get better arrangements by just calling the hotels (I realize it helps that I speak Thai, but often Thai friends may be willing to help you out with this). Not only do I often get better rates (I realize that the opposite is sometimes true in the USA these days), but I also do not run into the inflexible cancellation policies of the third-party sites, and in some cases (though not always) the hotels in Thailand do not even require a credit or debit card for the reservation, especially not the less expensive ones. Just a thought. I realize that my suggestion does not help with your immediate situation, but possibly for future arrangements?
Alan *******
@Edwin *******
Depends on the hotel. Seen many examples where Agoda was significantly cheaper for the same room vs booking direct with the hotel.But then you’ll see other odd differences like the room is much cheaper on Agoda but if breakfast isn’t included Agoda will charge like 400-500 baht extra per person/day while if you just pay at the hotel it’s like 200 baht.
Just have to check various sites and the hotel directly.
I’ve had hotels refuse to give me the cheaper Agoda rate while I was talking to them in their lobby.
They just said book with Agoda then.
Seems stupid to want to have to pay Agoda a booking fee when someone is willing to let you bypass that and both parties win but it’s happened a lot.
As for credit cards, a lot of hotels on Agoda let you book without a credit card and just pay at check-in.
Cancellation policy is usually determined by the hotel.
Rob *******
@Edwin *******
most of time cheaper in apps than walk in rate. Even if speak Thai. Traveloka app is a good one. Never had an issue
Dave **********
@Edwin *******
yup and they have more discretion on what they can do if you pay direct.
Shea *******
@Edwin *******
when ever I walk into a hotel and ask they always quote me a price much higher than Agoda. But I've started to use other apps because they are pretty dishonest with their cash back, inflated prices so they can say 50% off and other policies.Sri ***
Whatever you mentioned is your over looking of cancellation policy while booking the hotel, agoda cash has expiry date,
J *************************
OP@Sri **
hahaha clever kid!
Jeff *********
I had an issue with them too after that they haven’t got any of my bookings
Jim *******
I wonder if the hotel sold your room to someone booking direct, at a far higher cost, letting both Agoda and yourself down? You’d think they’d avoid upsetting Agoda though..
J *************************
OP@Jim ******
I had the same thought about the cancellation.
Sybren *******
Schemes
Colin ********
Similar, booked the 20kg baggage allowance when flying with Honk Kong air through booking.com but they said they never received it to I had to pay HK$3000!! These apps are scamming everyone, but there is no way to police their activities or complain.
Dallas ******
Same same, but different.... Booked a room through them in Phan Nga which was supposed to have aircon. Turns out room didn't have aircon so I had to pay cash to upgrade. Instead of just checking and refunding the difference..... They insisted that I should have got a cash receipt (but I did not due to language issues). Ethically very wrong!
Nick ************
I don't use Agoda any more after several issues including their cash back points which appear to be worthless. If you are logged in it gives you a so called discount but if you go on line anonymously the price is the same.
Jamie *******
Wow I have had nothing but excellent service from Agoda for over a decade now.
J *************************
OP@Jamie ******
up till now, same here!
Noel *********
15 years using them , never had an issue until this trip... over charged by 20;000 bhat..... it was sorted , but should not have happened.....
Russell *******
Did you use a credit card? If so contact your back and request a chargeback. Just explain what happened
Bobby ********
@Russell ******
It's "Agoda cash". There's no chargeback. It's virtual money which is used against future bookingsRussell *******
@Bobby *******
oh ok , at least you haven't lost any real money. Think they are all the same. You could try a chargeback under the grounds that the previous booking were offering you the credit and that credit has been stolen.
J *************************
OP@Bobby *******
they did refund the money taken from my credit card.Bobby ********
@Russell ******
The OP hasn't made it clear but I'm assuming he has been refunded for the actual amount put on his credit card.Russell *******
Bobby Howard ok , but I thought you said they haven't refunded the last booking that was overbooked .
Bobby ********
@Russell ******
Credit Card companies won't get involved in any discounts which are outside of what was actually spent on the card, and it appears this has been fully refunded, so there is $0 to chargeback as the full amount has been refunded. A consumer affairs authority would be the best avenue
Michael ********
One word cu@ts
Dada ****
Same with Booking. Book flight tickets with them like we always do. This time I booked « flexible tickets » which mean I can change for free the flights min 24h before of the original flight. Pay only the difference if tye new flights are more expensive.
Unfortunately we had to change the flights to 1 day earlier. Unbelievable, the air company said we can’t change because they never received the « flexible » money from booking. And booking cant change for us because the flight we bought are NOT flexible!!!😡😡
They admitted that sometimes they still sell flexible option to non flexible flights!! At the end we had to pay for new tickets but atleast they refunded us the cost of « flexible option »….
Unfortunately we had to change the flights to 1 day earlier. Unbelievable, the air company said we can’t change because they never received the « flexible » money from booking. And booking cant change for us because the flight we bought are NOT flexible!!!😡😡
They admitted that sometimes they still sell flexible option to non flexible flights!! At the end we had to pay for new tickets but atleast they refunded us the cost of « flexible option »….
Karim ***************
@Dada ***
never book flights through anyone but the airline. Then you don’t need to deal with middle men when issues arise.
John ****
@Ka***
I never book through the airline. I save a lot of money.Dada ****
@Karim **************
I know it now🙏Dada ****
@Karim **************
The problem when one share this kind of experience on internet there is always someone who knows better than the other and is completely victim blaming. The booking shouldn’t sell a service if they dont have the product🙏Karim ***************
@Dada ***
that’s life… It’s takes a lesson to learn.
Harry ****
Needless to say, they will see you again, because their prices under cut everyone else. They have a monopoly in Asia
Alistair ********
Monkeys balls Agoda
Petteri **********
@Harrison ******
In Thailand Chiang Mai I found that booking in person is the best.In Vietnam Phu Quoc, I'm getting better offers from Agoda. Maybe its because of double pricing for locals...?
I paid 500k VND for a room, now they sell it for 300k in Agoda. Also booking com "partner offer" is giving it for 300k. It's a little annoying because I was the only customer there, maybe they lower price to not be fully empty.
So I don't know, is Agoda a sneaky way for local population to get good deals? 😬
Marc *********
I had the same issue last year & emailed them & they corrected it as it was their fault mate,fingers crossed for you 🙏🏻
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