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Customer Support Partner with Agoda.Com
 Before you contact us, please check our FAQ to see if your question has already been answered.
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How do I find and reserve a hotel with your service?
Agoda now lists over 90,000 hotels throughout Asia and worldwide. Simply select your destination of choice from the menu and you'll see a selection of hotels that can be sorted by 'most popular,' name, star rating or location.
You can also use our Hotel Search function to find your favorite hotel. Type the name of the hotel you're looking for in the search box and our internal search engine will provide results that match your criteria. If we don’t have the hotel you are looking for, we'll offer lots of suitable alternatives.
Most of the hotels Agoda offers are in the 2-star to 5-star categories. We usually provide photographs of important features such as the exterior, the rooms, dining and recreational facilities. Important amenities and other facilities will be listed on each hotel page.
Each hotel's rate page lists our special discounted rates, which are all per room, not per person.
Also, be sure to make your reservation for the full duration of your stay. If you do need to extend your stay after arrival, plese contact our Customer Service agents so you're not charged the hotel's full rate.
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What happens when my reservation is placed?
Agoda now operates a 100% instant confirmation policy. Any room available on our site can be reserved and confirmed immediately. To ensure we're able to offer the best rates we work hard with hotels and partners to set up the best processes. Depending on the booking there are 2 things that can happen
1) Agoda Special Rates - Pay online:If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, the reservation is then confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher is only issued after we have verified and charged your credit card. The hotel voucher AND credit card must be presented upon check-in at the hotel, together with a valid form of photo ID.
2) Special Rates - Pay at the hotel: Agoda works in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where an Agoda partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email.
Please note: In such cases we will not charge your card. You will be required to pay the hotel directly upon check-out and the hotel's own cancellation policy will apply. The title of the rate section for these hotels is 'Special Rates' instead of 'Agoda Special Rates'.
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Can I make a reservation directly through the hotel?
The rates listed on Agoda's website are only available through our service. Rates offered directly from hotels are typically 10% to 50% higher. In addition, you benefit from Agoda Rewards Points that can be used for future bookings of any of the hotels available through our website.
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How long does it take to check if a room is available?
Every room that is available on Agoda’s website should be confirmed instantly. If you are booking an Agoda Special Rate room (pay online) you will receive confirmation immediately. Your hotel voucher will be emailed to you once we have verified and charged your card. This usually happens within the hour.
If you are booking a Special Rate room (pay at the hotel), we will send you a confirmation email immediately which you should print and give to the hotel upon check-in.
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Are your hotel rates per room or per person?
The rates displayed are per room, NOT per person. As a general policy, hotels allow two adults per room and one child under 12 years of age.
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What is the hotel policy for children?
Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under twelve years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Some hotels will charge for this extra bed.
In those cases where breakfast is included in the room price, breakfast is not included for children when sharing a room with their parents. In such cases the hotel will charge for the child’s breakfast directly.
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What is your credit card payment procedure and how safe is it?
Once we've received your credit card details and confirmed that a room is available, a confirmation e-mail will be sent to you.
Agoda uses Secure Socket Layer (SSL) technology to encrypt all information. To check our site's authenticity and to verify the validity of our secured communication and information exchange lines, please click here
Your credit card will be charged by Agoda Company Pte Ltd, the company managing all credit card transactions for Agoda Travel Network companies including www.agoda.com and www.planetholiday.com . If you have any questions regarding charges to your credit card, please contact our Agoda Customer Service. We are available 24 hours a day to help with your inquiries.
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What do I do if my credit card shows a slightly different charge than what is shown on my receipt?
The difference is a fee your bank has imposed on the transaction. The global financial crisis, in combination with recent legislation in the US has put significant pressure on the profitability of the banking and credit card industries. As a consequence, many banks have drastically increased the fees associated with international transactions in an attempt to recoup losses in other areas. This dubious business practice is unfortunately completely out of our control.
If this happens to you, please let us know and we will do everything we can to help you recoup these fees from your bank. We know how irritating it is to feel like you got cheated out of something, even if the amount is small, and are absolutely committed to ensuring that you pay exactly is shown on the screen and not a single cent more.
Should your bank insist on squeezing every last cent out of you, we will refund you the difference (and recommend an alternative bank!).
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Why do I need to provide additional documents during the payment process?
In relatively infrequent cases we require additional documents, such as a faxed copy of the credit card, to support a booking. This may occur when the guest name differs from the cardholder; when the acquiring bank for the credit card transaction requires this, when the booking is deemed high value, or when our Fraud Protection program identifies a high-risk transaction. Though sometimes we may complete your booking before these documents are received, we will not be able to finalize and confirm the reservation until the submitted documentation has been verified.
On occasion we may also call to verify these details.
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What is your cancellation policy for hotel reservations?
1. Unless specifically mentioned otherwise in the cancellation policy, cancellations received prior to the period(s) or dates(s) mentioned in the cancellation policy will incur a processing fee equivalent to US$15, dependent on the chosen currency and exchange rate at time of booking.
2. Any cancellations received after the cancellation due date specified in the confirmation email (including requests made within this period) are subject to a minimum of a 1 (ONE) night cancellation fee, unless you are notified otherwise in the confirmation email. The additional US$15 cancellation fee will NOT be charged in this case.
3. Failure to arrive at your hotel will be treated as a late cancellation and will incur a minimum cancellation fee of 1 (one) night per room, UNLESS OTHERWISE SPECIFIED in the confirmation e-mail. We must be notified of all cancellations within our normal office hours (GMT+7).
4. Any changes to your reservation must be made through our Customer Service agents and not directly with the hotel. This applies to change of dates, extension of stay, early check out, delay of arrival or cancellation in full or in part. Any problems or questions on your reservation prior to arrival or during your stay at the hotel should be directed to our Customer Service agents.
5. It should be noted that shortening your stay during high seasons, periods of high occupancy, during trade fairs and conventions, or failure to cancel your reservation prior to the due date noted on your confirmation e-mail, may result in a penalty charge being imposed by the hotel. If a penalty charge is incurred, this will be deducted from the amount refunded.
6. Refunds, after any applicable penalty charges, will normally be refunded within 10 days of submission
7. Banks generally take up to 10 business days to process the refund payment and transfer the funds into your account. Please note, some banks can take up to 15-30 days, or until your next billing cycle. The refund should be converted to your local currency by your credit card company and will appear on your credit card statement as AGODA – Hotel Reservation London, UK or Agoda.com London, UK.
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Who writes our Agoda reviews?
Our reviews are 100% legitimate. Every time an Agoda customer checks out of a hotel we send them an email, asking for a review of their stay. This is the only way a review can be submitted. Every review must then be approved by our content team before being posted on the Agoda website. Therefore, unlike many other travel sites, ALL Agoda reviews are certified and genuine. Good or bad, and provided the review is within our standards (no sexist, racist or prejudiced content), we provide real customer experiences at all our hotels.
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Who operates Agoda? How can I be sure that I am using a legitimate service?
Agoda is part of Priceline.com (NASDAQ : PCLN), one of the largest and most established online travel agents in the world. Agoda is operated by Agoda Company Pte Ltd, a Singaporean company that is managed by a multi-national team. Agoda has been a trusted provider of discount hotel services since 1997, servicing over 1,000,000 travelers.
Agoda.com is a current member of IATA and is Member #96-6 2709 0.
We realize that booking travel over the internet may be a new experience for some customers. For this reason we have also established our Shop Safe Policy and Privacy Policy to enable you to use our service with confidence.
Customer Service Center
Agoda Services Co Ltd
The Offices at Central World, 27th Floor
999/9 Rama I Road, Patumwan
Bangkok 10330
Thailand
Asia
| Tel: |
+66-2-625-9100 |
| Fax: |
+66-2-613-1763 |
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