Agoda Agoda Payment Glitch - Must Change Card to VISA

Murat · 2025-09-30T00:19:42+03:00

I made a hotel reservation through Agoda for the Lounge Inn Guest House (Porto/Portugal) between October 4, 2025, and October 6, 2025 (Reservation No: 1645470052). I had the right to cancel my reservation until October 2, 2025. At the time of payment, I had two credit cards registered in the system: Mastercard and Visa. However, I wanted to pay with my Visa card, which I had a foreign currency payment order for. However, the fee was authorized against my Mastercard and is still showing as a pending authorization (€101.42). I repeatedly contacted Agoda customer service in writing and offered a solution. They had previously implemented a similar procedure for another reservation. This time, I wanted to cancel the existing authorization, reactivate the "Pay Now" or "Update Credit Card" buttons on the Agoda website, and then pay with my Visa card. However, I was advised to simply cancel the reservation and rebook. This solution isn't suitable for me due to the increased prices and the risk of not being able to stay in the same room. Furthermore, when I called, they couldn't resolve my issue due to the language barrier. My request is that the Mastercard authorization be canceled without canceling my existing reservation, and the system be reopened so I can pay with my Visa card. All other terms and conditions of my reservation remain valid, and I absolutely do not want to cancel. I only request that my payment credit card be changed. Either cancel the existing authorization and pay with my VISA credit card through Agoda. For this reservation, the "Pay Now" or "Update Credit Card" buttons on your website must be reopened.

Agoda

We apologize for the inconvenience caused, and we're sorry to inform you that we currently do not have customer service in Turkish language. Please note that we're using translation assistance to acknowledge your concerns, and we may continue to support you in English language onwards. For the security of your Agoda account, we've sent an email to the registered email address on file. Please check your inbox and let us know how we can assist you by replying to our email. Thank you for your understanding and we're looking forward to your email. ^Thang

Agoda

Hi, we have found that we have assisted the account owner today regarding this issue. For the security of your Agoda account, we have emailed the registered email address on file. Please check your inbox and let us know how we can assist you. ^Thang

Murat

Unfortunately, I still have not received a response to my request below. I have replied to your email messages 3 times. Please carefully review my email responses, the message chain, and the subject. Kind regards, Screenshots were taken by me during the reservation process. I sent the reservation voucher by email. There is no mention of a 5% commission in the voucher. There is no explanation that a commission would be charged. Please refund the extra 5% commission you have taken. I am a loyal Agoda customer. Please do not lose your customer over such a small fee like $12.13. Otherwise, I will never make a reservation with Agoda again and I will sue Agoda in the Consumer Court for such a small amount ($12.13). Kind regards,

Agoda

Thank you for your feedback regarding your reservation experience, and we are truly sorry for any inconvenience you have experienced. We would like to inform you that our relevant team is currently actively working on your request and will get back to you as soon as possible, within 48 hours. Please allow our team some time; we will inform you via email as soon as possible. If you have any questions, please continue communication via email to ensure more efficient processing. Thank you for your patience and understanding. ^AA

Murat

The documents I sent were not reviewed. Ready-made responses are being sent by email. The answers given are not acceptable. The summary of the email is as follows: During the reservation process, there is no notification on the voucher that a 5% commission will be charged. According to our consumer laws, the commission to be charged must be stated on the voucher. Therefore, I kindly request that my request be evaluated. In your email, however, my request is rejected by referring to article 8.1. Legally, this is not a correct practice. The commission to be charged must be clearly stated at the reservation stage. I do not accept your response below. ***************************************************************************************** Summary of the sent email: Please allow me to introduce myself. My name is Saktı from Agoda Customer Satisfaction & Events Team. Your reservation concern has been brought to our attention and I will be your point of contact. Please note that since your reservation was made under the 'Book Now, Pay Later' option, we are unable to accept a refund of 12.13 USD. The final amount charged for reservations is determined by the exchange rate on the day your payment is processed, not the day you made the reservation. This is clearly stated during the reservation process and in section 8.1(d) of our Terms of Use. Regards Sanane Customer Satisfaction & Events

Agoda

We are sorry that the outcome did not meet your expectations. If you have any other questions or requests, please contact us by replying to this email. This way, our relevant team can examine the issue in detail. We apologize for not being able to share more information here due to our privacy policy. Thank you for your understanding. ^AA

Murat

On October 4, 2025, a $15 Agoda Gift Coupon valid for 6 months was issued by the Agoda Customer Service Customer Satisfaction unit. I withdrew my complaint due to their efforts to resolve the issue. Regards