Now, obviously, some companies do not value customers. And they never see the value of turning a disgruntled customer into a happy one. Agoda falls in both categories...
I have been booking with Agoda probably since 2006. While their service then wasn't all that great, it wasn't bad either. I like the convenience of being able to book hotels online. Being awarded points is a bonus.
Now recently, I was "reminded" by Agoda that I have a USD37 worth of points to redeem. So I browsed and picked a hotel in Cameron Highlands. Once I wanted to confirm, then only I realised that the points did not meet the minimum requirement. Now isn't that just shitty? Why the hell did they remind me in the first place???
And when I complained, did they do anything to appease me? Their response was so blase, they might as well just ignored my complaint.
Well Agoda, since I'm so bloody insignificant, I will take my business (as well as my family and friends) elsewhere. If their motto is Go Smarter. Go Agoda, I would say, Go Smarter. Go Elsewhere
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Dear Agoda Customer,
ReplyDeleteWe are sorry to hear about your experience regarding using your Agoda points, please accept our apologies for the inconvenience caused.
We’d like to clarify, however, that the minimum redemption level is USD25 – so you should be able to redeem if you had points worth USD37. To help us investigate the issue, can you please let us know your Member ID, the hotel you were booking for, and the date you made the booking? Also, where in the booking process did you encounter the message that your points didn’t meet the minimum requirement?
We look forward to your response.
Best regards,
Agoda Team
cs@agoda.com
Hi Parujee,
ReplyDeleteI don't want to email to cs@agoda.com because that's where I channeled my complaints and did not receive any SATISFYING response. If I do, I will just get mad all over again...so if you can truly help me, pls just respond on my blog or give me an alternative email, ok?
Dear Agoda Customer,
ReplyDeleteThanks for your reply. Can you please give me your Member ID and/or Booking ID so we can get back to you at your email? We also need this information to investigate the issue further to know what went wrong.
Best regards,
Parujee
Agoda Team
I didn't go through with the booking as I was upset about the points. My id is 311073. Looking forward to your feedback.
ReplyDeleteDear Agoda Customer,
ReplyDeleteI have replied to your personal email, thank you for your patience.
As I've mentioned in my email, the problem had to do with the points displayed on your promotion email, which was not updated and was showing an amount higher than your real balance. Hence you weren't able to redeem that amount in your booking.
Again, we sincerily apologize for this mistake. We've also added 12,500 bonus points to your account as an expression of apology.
We hope to be of service to you soon.
Best regards,
Parujee
Agoda Team
I'm going through a hellish nightmare with Agoda right now. As i hit the sent button, I noticed my resy was a day off. I hit online chat immediately to change the date. I didn't want to cancel or reduce my stay, just shift my stay over by one day. They told me that the hotel would have to approve it. I called the hotel the following day and they had not received my resy and said that when it came in it would not be a problem. Now Agoda is telling me that they are still waiting for a response from the hotel (Marriot) which is total crap. What a nightmare over a stupid computer error. I will never use them again. Like you said, they don't value their customers!
ReplyDeleteI have make my reservation and get the email from Agoda saying that my booking is confirmed and will send me the hotel voucher in next hour. However, after 1 day, I didn't receive any email from Agoda. I call my CC bank, the agent told me my CC already being charged by Agoda. This is bad, how can I get charged w/o getting any confirmation letter? I try to call the hotline, but unfortunately, I forgot to keep the Booking ID. this make me cannot proceed the call. I have sent 4-5 email to Agoda, but no response from them....... really appreciate if can get help.
ReplyDeleteHere is my booking detail
ReplyDeleteName : CHIA HOW (First Name) LOW (Last Name)
Email -chiahow80@yahoo.com
Hotel - Hotel 81 Bencoolen, Singapore
Check in date - 23 Feb 2012
Check out date - 27 Feb 2012
I am having the same problem as Half Blood Princess. Mine shown U$57 worth of points to redeem but I was shocked to see balance of U$13 when I login trying to book a hotel room in Bangkok.
ReplyDeleteI have written to their customer service twice but there was no response. Not sure how effective is their customer service as compared to this statement in Agoda site : “Agoda will usually reply within 24 hours.”
I am still waiting to hear from them before consider using their service again for my future booking.
Hi clow8, did you get your problem resolved? I am facing the same issue that you faced. I have emailed Agoda at , and lodged 2 service requests in their website, but have yet to get any response. This is driving me up the wall!!!
ReplyDeleteI solved my problem by calling Agoda. I was lucky because one of my fren had making reservation thru Agoda at the same time and I used his booking ID to call in and talk to the agent. This is a hole in Agoda customer service. you only can talk to their agent directly with booking ID. For my case, my booking was floating there due to the time when I made the boiking, another booking just come in coincident and grab the last room. When this happened, my booking just floating in their system because the hotel I am looking for already fully booked. I dont know if I didnt call them, will the system reflect to them or my booking will just hanging there forever. Bear in mind, you only can get booking ID once you got the booking confirmation and the system generate ID for you. If you are so unlucky like my case, actually you won't have booking ID. Their email response just slow and I only got replied from them after I solved my problem thru phone call. Anyway, they offer me 10% discount for my new booking to compensate back my long distance phone call charge.
ReplyDeletehellish nightmare, indeed! i just had one today. i booked for a hotel June 23-25,2012 and the voucher that was sent to me is June 24-26.The hotel cannot do anything about it since they say it's Agoda's responsibility to fix it. So now I'm looking for a place to stay tonight (June 23) and pay for June 26, the day which I wont be staying. It's my first time to book in Agoda. Never again.
ReplyDeleteHey, how about we all gather up and go to court and sue Agoda? I can take the lead.
ReplyDeleteI cancelled my booking, but apparently, it did not go through in the system. According to them I should have predicted that something will go wrong and taken a screen shot of the cancellation of the booking. Their wrong doings cost me 100 Euros....
I am also having a very horrible time with Agoda. A refund that was supposed to be made in May 2014, has still not been made. Yah, its October now. And the funny thing is each time I call Agoda's customer care, the agent dosent have any clue. So its back to square one and I have to explain everything to the agent.. who gives the same explanation that it takes 15 -30 days for refund to be credited, (Amazon does it in 24 hours). And then after 30 days, I have to call the customer care who asks me to go to the bank again. Its been like this for the past 6 months. I would really like to sue Agoda, If anybody else wants to do reply here..
ReplyDelete