I have to leave another review. After leaving a one star review concerning a hotel booking I have been contacted by Agoda AI and forced to identify the details of my booking reference to Trust Pilot... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The hotel that we stayed in was amazing, problem was Agoda cancelled my booking for reasons best known to themselves. When l contacted them they told me to rebook which l did ( the 4 night stay was a... See more
Company replied
Unfortunately after having booked many trips through agoda now i have to give up on 5 paid nights for a hotel in paris called Peyris Opera. I recommend two things : 1) do not book through agoda b... See more
Company replied
On July 17 at 3:00 AM, booking #678469015 failed (wrong keybox code, host unreachable). Agoda Support offered zero emergency lodging, leaving us stranded on the street at night. We were for... See more
Company replied
Company details
- Travel Agency
- Airline Ticket Agency
- Flights Search Site
- Holiday Accommodation Service
- Hotel
- Travel Aggregator
About Agoda
Written by the company
Agoda, a digital travel platform, helps anyone see the world for less with its great value deals on a global network of over 6 million hotels and holiday properties worldwide, plus flights, activities, and more.
Agoda.com and the Agoda mobile app are available in 39 languages and supported by 24/7 customer support.
Headquartered in Singapore, Agoda is part of Booking Holdings (Nasdaq: BKNG) and employs more than 7,000 staff in 27 markets, dedicated to leveraging best-in-class technology to make travel even easier.
Contact info
Singapore
- www.agoda.com
2.2
Poor
50K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Absolutely awful experience
Absolutely awful experience! Booked a hotel that delivered one of the worst experiences I have ever encountered (despite having an 8.5 review rating on Agoda!) raised it with customer service highlighting the absolute disaster it was for them to simply say as a gesture of goodwill (bookings.com) will offer €10 CREDIT to me, just for reference this place was that unhygienic and appalling that we didn’t even stay for the £20 breakfast I paid for - at the very least you would have assumed to credit that! I will never in my life use bookings.com or agoda.com as if they have “vetted” their properties adequately one should at the very least feel safe and accommodated as a family of 4! Just flabbergasted as the level of poor customer service provided!
July 30, 2026
Unprompted review
Reply from Agoda
Dear Andrea Wils,
We sincerely apologize for the inconvenience.
We found that the booking owner has already contacted us through messaging, and the case is currently under investigation.
Since this channel is unverified, we are unable to share further details here for security reasons. Please wait for our team to contact you through a verified channel.
Regards,
phop
If something goes wrong, you have 0 customer support.
I tried to do a reservation with Agoda on the 2nd of july, it was canceled by them because the room wasn't available anymore, or something of that nature. Even though they never confirmed the reservation and it was cancelled within minutes, they still took the money. I am waiting for the money back since, it's been a month. Their costumer support is horrible, you cant speak with anyone, everything is AI. I will never book with them again.
July 2, 2026
Unprompted review
Reply from Agoda
Dear Anita Vieira,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Cancellation Policy manipulation
I booked a hotel and my credit card was charged. I immediately cancelled the order, and reach out to Agoda for refund. They claim it is Non-Refundable base on the policy.
And the Policy stated 25th June 2026 at 01:22 AM it becomes Non-Refundable. I recieved my cancellation confirmation message on the 25th June at 12:29 AM. Which makes me aligeable for refund because I have cancelled the order before the expiration time, yet they do not want to refund my money. I have already reached out to my bank for backcharge against Agoda and their co. They first claim it is not them, that it is the Urban Camper Hotel but when I open a case through my bank their reach out to me to say their bank contacted their about a dispute of my order. They manipulating their policy to suit their claims once they have charge your credit card. They are fraudsters.
August 2, 2026
Unprompted review
Reply from Agoda
Dear Matthew Offor,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
You need better people to work
Zero customer service . I called three times , one out of three was handling my request genuinely
The other two absolutely useless. They cut the phone without saying what was the outcome of the conversation.
August 2, 2026
Unprompted review
Reply from Agoda
Dear Alireza Nikoo,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Literally no customer care team
Literally no customer care team, reached and reached no support at all you are platinum a customer since years doesnt matter wrong booking they dont care what they say only contact hotel why than u have an agency
Edit did all the below steps no support just ignored me 2037626602 thats the last booking while am supposed to be a platinum customer and loyal when i need support for a nistake which i didnt do no support had been given. F i wanted hotel support i would have booked directly
August 2, 2026
Unprompted review
Reply from Agoda
Dear Dr. Fadi Bachir,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Accidentally booked the wrong hotel
Accidentally booked the wrong hotel. There are two hotels of the same name within a 5-minute drive of one another. I booked the wrong one on a non-refundable rate. That's obviously my fault, but trying to resolve the issue has proven impossible. I made the booking Thu night and immediately realised my error; it's now Sun and I'm no further forward. The AI customer service bot is hopeless. Won't be using Agoda again, irrespective of price.
July 30, 2026
Unprompted review
Reply from Agoda
Dear Simon,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Satisfied customer
I have used agoda for a good while now.. love the cash back as for returning loyal customers..do not like the fact they give you the cash back then charge to lift it out.but wasn't always like that..looks mean.
Booking is easy..straight forward..love the cancel pay later option as your itinerary can change..
Cant remember if I had any dealings with agoda over hotels being not as advertised or something not right...hope if i do need assistance it will be professional like the rest of the company..
I would say im a loyal satisfied customer.
August 2, 2026
very good
every thing was so easy to book .and easy to see all we got in our booking never used this site before a bit worried i done wrong ,but i was kept informed all the way and got a really great price for our trip ,and would use again great service xx
August 2, 2026
I’ve booked with Agoda several times…
I’ve booked with Agoda several times over the years but the last time I have booked with them has really made me completely re-think booking with them ever again. I had normally only ever book hotels with them, but this time decided to go with an apartment. The ‘partners’ charged for towels which weren’t stated at the time of booking and their customer service rep who checked us in/out the apartment was rather unprofessional. When I contacted Agoda I was told to wait for a response for the partner and that : ‘The outcome of your request will be determined by the property's decision.’
You’d be safer booking with Airbnb for apartments it seems…
July 30, 2026
Unprompted review
Reply from Agoda
Dear Jeremy John,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Do not trust an Agoda receipt
Her er den engelske oversættelse:
Agoda sells hotel rooms that do not exist. When we arrived at the Peterborough Inn & Suites Hotel, the room we had booked was not available. We were told that we could get a room if we paid an additional DKK 300, but we refused. Being stranded in an unfamiliar city in a foreign country at night is very unpleasant.
ANSWER TO THE AI GENERATED TEXT FROM AGODA
The Agoda help service says:
"We are currently experiencing a high volume of calls. For a better support experience, please leave a message and we will get back to you as soon as possible."
And it is not possible to write to Agods - except on Whatsapp, that I don' t use.
July 31, 2026
Unprompted review
Reply from Agoda
Dear Jørgen B,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Best price guarantee is untrustworthy
I had made a booking for Sanur on Agoda. A few hours later I saw the same property advertised cheaper on Agoda. I took. A screenshot of the new price and sent it to Agoda on best price guarantee. They informed that as I had found a cheaper price on Agoda itself they were not honoured to match the best price guarantee.
August 2, 2026
Unprompted review
Reply from Agoda
Dear Rajeev Sud,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Took my money but did not book my room …
I booked a room in Ho Chi Minh District 1 but when I arrived the hotel had no booking for me even though I had the confirmation on ap and email and had my cc charged. Sadly the hotel said this was not the first time agoda had not submitted the booking and arranged a room for us . I then wasted 3 days of my trip trying to find wifi to argue with Agoda over WhatsApp over my lost booking - will never use them again.
July 23, 2026
Unprompted review
Reply from Agoda
Dear Kylie,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
Tried Agoda today for the first time
Tried Agoda today for the first time. And this will be the last time.
NOt worth the hassle. I booked a hotel for next day stay. my credit card was immediately charged. the message from Agoda two hours ago was that they need to confirm with the hotel. I need to know if my reservation went through or didn’t if not, I have to book something else. Can’t get any information from them. So not worth thw hassle from now on I will just use other sites. wasted 30 minutes with them on a call to cancel. they obviously sell phantom rooms . i wne to bookinng and booked ahotel with immeidate confirm in 5 minutes .
August 2, 2026
Unprompted review
Reply from Agoda
Dear josh,
Thank you for leaving us a review. We`re truly sorry to learn about your disappointing experience and the impression it has left of our company. We understand how crucial it is to have a positive and supportive experience when planning your travels, and it must be disheartening to feel otherwise.
Your feedback is very important, and we will ensure it is communicated to the relevant teams to help us improve our service. If there`s anything further, we can assist you with, here`s how you can connect with us:
• Visit our Help Center: https://www.agoda.com/info/contact.html
• Click "Contact Agoda Customer Service" or select a topic from the popular options displayed on the page.
• Select "Contact Agoda" to connect to an agent
You can also contact us through our whatsapp channel, https://wa.me/66642956115?text=Hello,%20Agoda%20Customer%20Service
Your experience is important to us, and we are committed to making things right. Thank you for bringing this to our attention, and we hope to regain your trust.
Sincerely,
ZT
So far so good
So far so good. Very good even. I've been using Agoda for 2 years now and I can say that deals here are the most attractive ones. No problem with cancelling and getting money back(unles there is clearly stated "non refundable"). I am happy using Agoda. Hopefuly there will be no reason to change my mind. Godd job so far. Thank you
August 1, 2026
Dreadful customer service – Agoda holds £560 refund while hiding behind "unnamed suppliers
Avoid booking with Agoda if anything goes wrong with your stay.
I booked the Drury Plaza Hotel through Agoda for £560.81. Upon arrival, the hotel could not provide the room category I paid for (a clear breach of contract). The hotel’s General Manager, Shawn Kelley, authorized the cancellation of the reservation on-site with zero penalty, and Drury Hotels confirmed in writing that the booking is cancelled on their end and will not be billed.
Despite having the hotel's confirmation, Agoda refuses to refund my money, claiming they are waiting for an "unnamed third-party supplier" to approve it. When asked for the details of this third party so I could contact them directly, Agoda explicitly refused, stating only Agoda can communicate with their supplier. Yet, Agoda simultaneously refuses to pick up the phone to contact the hotel manager to verify the cancellation.
As the Merchant of Record who took my money, Agoda is withholding £560.81 for a cancelled booking where no service was provided and no hotel charge was incurred. Absolutely appalling customer support and zero accountability.
July 15, 2026
Unprompted review
Reply from Agoda
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you’ve experienced and regret that your expectations were not met.
After reviewing your case, we can confirm that our Customer Service team is already addressing this matter and is actively working on a resolution for you. If there’s anything further, we can assist you with, please do not hesitate to send an email with your inquiry details and Agoda booking ID number to appsupport@agoda.com.
Your experience is very important to us, and we are committed to resolving this issue. We look forward to hearing from you soon via email.
^Pau
best price and good support
July 15, 2026
Unprompted review
I would like to express my sincere…
I would like to express my sincere appreciation to the staff member who handled my case so professionally. I'm not entirely sure if his name is Alif or Akif, but he took the time to read my case thoroughly and handled everything with great care and professionalism.
His patience, attention to detail, and prompt assistance made a stressful situation much easier. If this review reaches him, I would like to say thank you for your excellent service. It is truly appreciated.
July 29, 2026
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.