Agoda Refused My Refund Despite “Free Cancellation” Clearly Stated Before May 8
I booked a hotel through Agoda and paid the full amount upfront. Later, I noticed that my reservation included a “Free Cancellation” option. According to the written policy, I could cancel without any charges as long as I did so before May 8, 2025.
I canceled within the allowed time frame, yet Agoda informed me that I would not receive a refund. When I pushed back and stated that I had paid and was within the policy window, their response was that I had “accepted the terms and conditions.”
Here’s exactly what the reservation terms said:
“Risk-free booking! Cancel without any charge before May 8, 2025. If canceled within 1 day of arrival, the full accommodation fee will be charged. If you don’t show up, the reservation will be considered a ‘no-show’ and 100% of the amount will be collected (as per hotel policy).”
I clearly canceled on time, before May 8, and I absolutely did not violate any part of the cancellation policy. Agoda’s refusal to refund me is unacceptable and feels misleading.
I’m asking Agoda to honor their cancellation policy and issue a full refund for the reservation. I paid in good faith and followed every rule listed in the terms. Please resolve this immediately and refund my payment.
Progress
Hi, when I applied to the Agoda app, I accidentally chose to hide my email. Now customer service doesn’t help me and I can’t change my email. How can I change my email on Agoda now? They don’t give my money back and now the customer says the email doesn’t match, please help me.
Dear Guest, Thank you for your response. We can see that you have chosen to have Apple hide your real email address in your reservation. Agoda can only replace your real email address with the alternative email provided to us by Apple. Due to data security and by law, we are not allowed to send any email containing reservation information to any email address not registered in the reservation. We have sent another email to the alternative email address provided by Apple that is linked to your reservation. The email should be forwarded to your real email address by Apple, your email service provider. Additionally, we recommend that you contact our direct support channel. Our Customer Service is at your service 24/7. If you have any further questions, please do not hesitate to contact us. Thank you. Best regards, Hafiz
How can I contact customer service directly, either by phone or another way, without it being a bot?
Email me again, my Apple email is: [email protected]. Send the email to this address, I am waiting for it.
Dear Guest, Thank you for your response. The call option is embedded in our main support channel. Please select the booking ID and then select the reason for contact. Then, to connect with an agent, choose the 'contact Agoda' option. You can also choose to email or live chat with our agent. Our Customer Service is at your service 24/7, please do not hesitate to contact us if you have any further questions. Thank you. Best regards, Hafiz
I am waiting for an email from you via my Apple mail. My Apple mail is: '[email protected]'. I am still waiting for your email, please contact me.
Dear Guest, Thank you for your response. We can see that you have chosen to have Apple hide your real email address in your reservation. Agoda can only replace your actual email address with the alternative email provided to us by Apple. Due to data security and by law, we are not allowed to send any email containing reservation information to any email address not registered in the reservation. We have sent another email to the alternative email address provided by Apple that is linked to your reservation. The email should be forwarded to your actual email address by Apple, your email service provider. Additionally, we recommend that you contact our direct support channel via our main support channel (phone, email, live chat). Our Customer Service is at your service 24/7. If you have any other questions, please do not hesitate to contact us. Thank you. Best regards, ^Nillo
Still I didn’t receive an email, I don’t know what to do.
We apologize for the inconvenience. We regret to inform you that we do not currently provide customer service in Turkish. We are using translation support to understand your message, and we can continue to assist you in English afterwards. For the security of your Agoda account, we have sent an email to the address in our records. 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 look forward to your email. ^Jat
