Agoda Refuses to Refund Me After I Canceled Due to a Dirty Hotel Room
Agoda is not refunding my money after a reservation cancellation. I wanted to cancel my reservation and get a refund because the hotel I booked gave me a dirty room. I requested the cancellation and refund within 10 minutes of entering the room. The hotel approved my request and told me the refund would be processed through Agoda. I submitted the cancellation and refund request on May 9, 2025. Agoda told me they spoke with the intermediary company (another booking site, expedia.com) and that the refund would be processed within 72 hours, but it’s been a week and Agoda is still waiting for a response from the intermediary. The hotel confirmed to the intermediary that they approved my request, but Agoda keeps saying they haven’t received a reply. Despite my repeated requests, Agoda refuses to communicate directly with the hotel, leaving me stuck in the middle. When I booked the reservation, I wasn’t informed that it would be made through a third-party agency. I paid Agoda, and it’s them I should get my money back from. However, due to a lack of communication with the intermediary, Agoda is not refunding me. I’ve messaged Agoda every day for the past week, and they keep giving the same response: “We’re waiting on the intermediary, please wait 24–48 hours.” I’ve been hearing the same thing for a week now. I want to take legal action. If anyone has had a similar experience, please share.
Progress
Although agoda.com accepted the hotel's approval, they are not refunding my money. I requested a cancellation for the reservation I made through agoda.com because the hotel was dirty and I left the room within 10 minutes. The hotel told me that I needed to contact agoda for a refund and said that a refund was acceptable on their end. I submitted a refund request through Agoda and the hotel also approved this request.
Agoda made this reservation not directly, but through Expedia. When I requested a refund from Agoda, they forwarded this request to Expedia. Expedia sent one email to the hotel, and the hotel responded that they accept the refund. Then, another email was sent to the hotel asking if they were sure. The hotel again confirmed that they accept the refund (full refund). I have been dealing with this for a month. For a month, Agoda has not been able to reach Expedia in any way and is not providing the refund.
At first, Agoda told me that the hotel rejected my refund and that they could not process it. Then I contacted the hotel and they sent me the email they received and their response. There is nothing about a refund rejection. On the contrary, in two separate emails, they said they accept the refund. A large international company like Agoda is blatantly lying just to avoid refunding my 3-day reservation fee. When I sent Agoda screenshots of these emails, they said okay, we will check and get back to you within 48 hours, but they never got back to me in any way.
Hi D****, we apologize for the inconvenience. Unfortunately, we currently do not offer customer service in Turkish. We are using translation support to understand your message and can continue assisting you in English. Your experience is important to us. If there is anything else we can help with, please contact us through our Help Center with the details of your inquiry and your Agoda booking ID. Please include your support request number 32488484 in the subject line. Thank you for your understanding — we look forward to your email.
Agoda did not make this reservation themselves, but through Expedia. When I requested a refund from Agoda, they forwarded this request to Expedia. Expedia sent one email to the hotel, and the hotel said yes, we accept the refund. In response, another email was sent to the hotel asking if they were sure. The hotel again said yes, we accept the refund (full refund). I have been dealing with this for a month. For a month, Agoda has not been able to reach Expedia in any way and is not giving the refund either. Agoda first told me that the hotel rejected your refund, so we cannot process it. Then I contacted the hotel and they sent me the email they received and their reply. There is nothing about a refund rejection. On the contrary, they said in two separate emails that they accept the refund. A big international company like Agoda is blatantly lying to avoid giving me the money for my 3-day reservation. When I sent Agoda screenshots of these emails, they said okay, we will check and get back to you within 48 hours, but they never got back to me in any way.
Hi, We are unable to locate your booking using the reference number 2189785094. For security and verification purposes, we are unable to disclose any booking updates or details on this platform, even if we are able to locate your reservation. We kindly advise you to continue communicating with us through the channel where your identity has already been verified. Alternatively, you may contact our 24/7 customer service team by logging into your Agoda account. Thank you for your understanding. ^Ash
That is the Expedia number :) ) ). Since you use Expedia to make the reservation :) ) ) ) ) ). 1607535427 is the Agoda number :).
We apologize for the inconvenience. We regret to inform you that we do not currently offer customer service in Turkish. We are using translation support to understand your message and can continue to assist you in English afterwards. For the security of your Agoda account, we have sent an email to the email 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. ^Tiara
