Based on recent customer reviews, Agoda.com is drawing sustained criticism from South African travellers, mainly around refunds and booking reliability. Guests describe paying upfront only to arrive at properties in Pretoria, Sun City, Port Elizabeth, Durban and Zanzibar to find no record of their reservation, forcing them to pay a second time or sleep elsewhere. Listings are said to misrepresent room condition, pet policies and sea views. Promised 30 to 45 day refunds frequently fail to arrive, and largely automated support is described as unhelpful and impossible to escalate.
TrustIndex
1.7
NPS Score
-100
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Agoda.com
What do customers say about Agoda.com?
Based on recent customer reviews, Agoda.com is drawing sustained criticism from South African travellers, mainly around refunds and booking reliability. Guests describe paying upfront only to arrive at properties in Pretoria, Sun City, Port Elizabeth, Durban and Zanzibar to find no record of their reservation, forcing them to pay a second time or sleep elsewhere. Listings are said to misrepresent room condition, pet policies and sea views. Promised 30 to 45 day refunds frequently fail to arrive, and largely automated support is described as unhelpful and impossible to escalate.
Is Agoda.com trustworthy?
Agoda.com has a TrustIndex of 1.7 out of 10 on Hellopeter, based on 39 reviews in the last 12 months. Hellopeter has tracked Agoda.com across 415 total reviews. How is the TrustIndex calculated? →
Recent reviews (39)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2022
Incorrect booking and Awful Customer Service - will never use again
I can understand why you're frustrated. Paying extra for a specific room type for a 9-night stay, only to receive the exact room you deliberately chose not to book, is unacceptable, especially when your husband's health requirements were a key reason for the upgrade. Subject: Formal Complaint Regarding Incorrect Room Allocation and Poor Customer Service Dear Agoda Customer Service, I am writing to formally lodge a complaint regarding a recent booking made through Agoda for a 9-night stay in Istanbul. When making our reservation, Agoda offered two room options: a Basic Room and a Ba*****t Room. The Basic Room was significantly more expensive, costing approximately R3,000 more than the Ba*****t Room. Despite the higher cost, we deliberately chose and paid for the Basic Room because we required a room with a window and proper ventilation. My husband suffers from severe allergies, making adequate airflow and a suitable room environment particularly important for his health and comfort. However, upon arrival at the hotel, we were informed that Agoda had booked us into a Ba*****t Room, which was the exact room type we had intentionally avoided when making the reservation. When we queried this with the hotel, they confirmed that the information they received from Agoda showed a Ba*****t Room booking and advised us that the issue would need to be resolved directly with Agoda. This experience was extremely disappointing and frustrating. We paid a premium price specifically to avoid being allocated a ba*****t room, yet we did not receive the accommodation we booked and paid for. What made matters worse was the poor customer service experience when attempting to resolve the issue. We were directed to communicate through the Agoda app, which repeatedly timed out and made the process unnecessarily difficult. We were asked to provide photographs and videos as evidence, but the app's upload restrictions made this a frustrating and time-consuming exercise. Despite providing the requested information and making every effort to cooperate, we have still received no meaningful resolution. We also attempted to contact customer support by telephone, but were unable to get through to anyone who could assist us, making an already stressful situation even more frustrating. As customers, we fulfilled our obligations by selecting and paying for a specific room type. Agoda failed to provide the accommodation that was booked and paid for. We therefore believe it is only fair that we receive appropriate compensation, including a refund of the difference in value for the room downgrade, and consideration for the inconvenience, stress, and time spent trying to resolve an issue that should never have occurred. We request that this matter be investigated urgently and that Agoda provide a fair resolution without further delay. I look forward to your prompt response. Kind regards, Tasneem Abdullah ***
1 reviews | Active since Nov 2022
Incorrect booking and Awful Customer Service - will never use again
I can understand why you're frustrated. Paying extra for a specific room type for a 9-night stay, only to receive the exact room you deliberately chose not to book, is unacceptable, especially when your husband's health requirements were a key reason for the upgrade. Subject: Formal Complaint Regarding Incorrect Room Allocation and Poor Customer Service Dear Agoda Customer Service, I am writing to formally lodge a complaint regarding a recent booking made through Agoda for a 9-night stay in Istanbul. When making our reservation, Agoda offered two room options: a Basic Room and a Ba*****t Room. The Basic Room was significantly more expensive, costing approximately R3,000 more than the Ba*****t Room. Despite the higher cost, we deliberately chose and paid for the Basic Room because we required a room with a window and proper ventilation. My husband suffers from severe allergies, making adequate airflow and a suitable room environment particularly important for his health and comfort. However, upon arrival at the hotel, we were informed that Agoda had booked us into a Ba*****t Room, which was the exact room type we had intentionally avoided when making the reservation. When we queried this with the hotel, they confirmed that the information they received from Agoda showed a Ba*****t Room booking and advised us that the issue would need to be resolved directly with Agoda. This experience was extremely disappointing and frustrating. We paid a premium price specifically to avoid being allocated a ba*****t room, yet we did not receive the accommodation we booked and paid for. What made matters worse was the poor customer service experience when attempting to resolve the issue. We were directed to communicate through the Agoda app, which repeatedly timed out and made the process unnecessarily difficult. We were asked to provide photographs and videos as evidence, but the app's upload restrictions made this a frustrating and time-consuming exercise. Despite providing the requested information and making every effort to cooperate, we have still received no meaningful resolution. We also attempted to contact customer support by telephone, but were unable to get through to anyone who could assist us, making an already stressful situation even more frustrating. As customers, we fulfilled our obligations by selecting and paying for a specific room type. Agoda failed to provide the accommodation that was booked and paid for. We therefore believe it is only fair that we receive appropriate compensation, including a refund of the difference in value for the room downgrade, and consideration for the inconvenience, stress, and time spent trying to resolve an issue that should never have occurred. We request that this matter be investigated urgently and that Agoda provide a fair resolution without further delay. I look forward to your prompt response. Kind regards, Tasneem Abdullah ***
1 reviews | Active since Jan 2014
Agoda is ****. They get your money and force you to what they want. Bad customer service
Agoda Booking ID *** On 4th Oct 2026 I booked on Agoda . One of their promotions of ocean view Hotel room at Hotel Xx which is 4 start in South Africa After payment is done they came back to me claiming hotel management can't fulfil my booking as they busy closing down (btw the property is up and running on booking.com) And they gave me 2 options .. they cancel my booking and refund me in 30 days and give me 10% on Agoda cash Which is not option for me as I needed the funds to find another accomodation Another option is they book for me on another hotel and gave me 3 options .. I chose one of them which is 3 stars is less . They booked .. and when I arrived I found the booking done for normal room with no see view (knowing that on Agoda this hotel has available sea view rooms only) I tried to call Agoda .. their support is poor an meaning less They want to make me accountable for this .. they kept a property not usable on their website They have me limited options They books lower grade room I was forced to use their services after they had my money and no time to arrange more funds Agoda is a ****
1 reviews | Active since Jan 2014
Agoda is ****. They get your money and force you to what they want. Bad customer service
Agoda Booking ID *** On 4th Oct 2026 I booked on Agoda . One of their promotions of ocean view Hotel room at Hotel Xx which is 4 start in South Africa After payment is done they came back to me claiming hotel management can't fulfil my booking as they busy closing down (btw the property is up and running on booking.com) And they gave me 2 options .. they cancel my booking and refund me in 30 days and give me 10% on Agoda cash Which is not option for me as I needed the funds to find another accomodation Another option is they book for me on another hotel and gave me 3 options .. I chose one of them which is 3 stars is less . They booked .. and when I arrived I found the booking done for normal room with no see view (knowing that on Agoda this hotel has available sea view rooms only) I tried to call Agoda .. their support is poor an meaning less They want to make me accountable for this .. they kept a property not usable on their website They have me limited options They books lower grade room I was forced to use their services after they had my money and no time to arrange more funds Agoda is a ****
1 reviews | Active since Aug 2009
AVOID at all cost!
DO NOT USE THEM. You will have hit and miss bookings but in the end they are ************ only accepting positive reviews on their website and ALWAYS take the side of the hotel. They falsely advertise hotels as great value, where in fact it's rooms that are being renovated or in terrible condition. They are only interested in *****ing your money and refuse to do refunds. AVOID AT ALL COST!
1 reviews | Active since Aug 2009
AVOID at all cost!
DO NOT USE THEM. You will have hit and miss bookings but in the end they are ************ only accepting positive reviews on their website and ALWAYS take the side of the hotel. They falsely advertise hotels as great value, where in fact it's rooms that are being renovated or in terrible condition. They are only interested in *****ing your money and refuse to do refunds. AVOID AT ALL COST!
1 reviews | Active since Sept 2024
Selective in publishing reviews
Agoda is very selective in sharing reviews. I recently made a booking in Los Angeles at Wyndham Hotel and was treated inhumanely. I reviewed them on Agoda but my review is no where to be found under reviews on Agoda's webpage
1 reviews | Active since Sept 2024
Selective in publishing reviews
Agoda is very selective in sharing reviews. I recently made a booking in Los Angeles at Wyndham Hotel and was treated inhumanely. I reviewed them on Agoda but my review is no where to be found under reviews on Agoda's webpage
1 reviews | Active since Sept 2015
Agoda bad at bussiness
I made a booking through Agoda and, unfortunately, the experience has been extremely disappointing. They are quick and efficient when it comes to taking customers' payments, but when it comes to processing refunds, the service is painfully slow and frustrating. Mandela Rhodes Place should seriously reconsider allowing a platform with this level of customer service to advertise and represent their establishment. The reputation of a reputable property can easily be affected by the service provided by the platforms they partner with. I sincerely hope Agoda improves its customer service and refund process, because customers deserve the same level of efficiency when getting their money back as they receive when making a payment.
1 reviews | Active since Sept 2015
Agoda bad at bussiness
I made a booking through Agoda and, unfortunately, the experience has been extremely disappointing. They are quick and efficient when it comes to taking customers' payments, but when it comes to processing refunds, the service is painfully slow and frustrating. Mandela Rhodes Place should seriously reconsider allowing a platform with this level of customer service to advertise and represent their establishment. The reputation of a reputable property can easily be affected by the service provided by the platforms they partner with. I sincerely hope Agoda improves its customer service and refund process, because customers deserve the same level of efficiency when getting their money back as they receive when making a payment.
1 reviews | Active since Jul 2026
Terrible Service
The most terrible service i received from this people! I booked online for Friday - when I got the confirmation- it said Saturday. When I tried to call them- not available’! I sent text on their WhatsApp- since I received a response that they will get back to me- I have since been waiting. Now - I had to pay them and also pay the hotel!! Disgusting service!!
1 reviews | Active since Jul 2026
Terrible Service
The most terrible service i received from this people! I booked online for Friday - when I got the confirmation- it said Saturday. When I tried to call them- not available’! I sent text on their WhatsApp- since I received a response that they will get back to me- I have since been waiting. Now - I had to pay them and also pay the hotel!! Disgusting service!!
1 reviews | Active since Jul 2013
STAY AWAY!
Think twice before booking with them. Booked with them at Bali Scenic Haven Lodge in Harties and we had to book out immediately due to filthy dirty place, falsw advertising, they were informed immediately had to pay for other accommodation out of our pockets, now they dont want to refund me my full amount, giving me a fraction in agobacash as CURTESY. They dont care about their clients. Will NEVER use them again.
1 reviews | Active since Jul 2013
STAY AWAY!
Think twice before booking with them. Booked with them at Bali Scenic Haven Lodge in Harties and we had to book out immediately due to filthy dirty place, falsw advertising, they were informed immediately had to pay for other accommodation out of our pockets, now they dont want to refund me my full amount, giving me a fraction in agobacash as CURTESY. They dont care about their clients. Will NEVER use them again.