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Agoda NOT best price guarantee!!!

Dear Wego Customer Feedback Area

I enjoy search for accommodation from your website although you should be aware - Agoda is not their word - they are not honour their Best Price Guarantee!!!
I recently purchased Travel Accommodation from Agoda. The next day I found the identical accommodation on another website for $100 Australian Dollars CHEAPER!!! I visited the Agoda site and noticed they had a BEST PRICE GUARANTEE and after contacting their Customer Support and spending at least an hour with her, the Customer Support Person agreed the identical room was $100 Australian Dollars CHEAPER! She indicated I had to fill out one of their Claim Forms within 48 hours of the purchase for Agoda to better or match the price, which I did as per their instructions on the website. I received a response from the Customer Support team indicating it was not the same room type because the Competitive Site did not describe the room as a “Garden View” Room (this is because the standard room type is a “Garden View” Room) and therefore it was not same room. When I emailed the Customer Support Team re the standard room type was the Garden View Room and anyone who checked the Competitive Website could easily see this – I RECEIVED NO RESPONSE FROM AGODA! POOR SHOW AGODA!!! They are going against their word on a technicality.
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  • Dear Agoda Customer,

    We are sorry to hear about your experience and would like to apologize for any inconvenience that has been caused.

    In order to rectify this we will first need to find out what happened. If you could send your first and last name, the name of the hotel and your booking ID to customersatisfaction@agoda.com we will investigate internally and reply back to you ASAP. Please use the subject line "garden view room".

    Once again we're sorry to hear about your experience on this occasion. We continually strive to ensure that there are no issues or complaints with our service and take everyone’s experience seriously. We look forward resolving this once we have the relevant details.

    Best Regards,

    The Agoda Team
    customersatisfaction@agoda.com

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  • I’m disgusted
    I absolutely agree. Agoda's Best Price Guarantee is a total scam, and I'm pretty sure they know it. I have a booking and they refused to match a lower price on asiarooms.com because they said Agoda's policy is only to match a competitor website that has the exact same advance payment requirement. Asiarooms.com has no downpayment requirement, whereas Agoda requires full (100%) pre-payment at the time of booking. Everybody knows 100% pre-payment is worse than no downpayment. If asiarooms.com had a worse pre-payment policy than Agoda, I could completely understand why asiarooms.com would offer a lower price and agoda should not match the price. But in fact, asiarooms.com not only has a lower price, they also have a BETTER pre-payment policy than Agoda. I explained this to them, and they did not answer my emails or complaints on their customer service form. Total scam and total lack of customer service.
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  • I unfortunately just had the same problem with agoda's best price guarantee, upon finding a better rate on japanican I tried to get them to honor the best price guarantee but was turned down because japanican has different payment terms (in this case, MUCH better terms).

    It as cheaper for me to cancel, pay the agoda cancellation fee and rebook with japanican.

    Save yourself some trouble and book with another site.
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  • I am also having problems with Agoda. I booked with them two days ago and within an hour of making my reservation saw the same room, same hotel, same date with the exact same advanced purchase deal for a lot less with another company. I emailed Agoda straight away with this information. Agoda proudly boast that they have customer services operating 24/7 so this would lead you to beleive that they should be quite quick with a response (they do also say that they will respond within 24hrs) Having now sent three emails and waiting for two days I have still heard nothing from them. I have three days until I have my hotel stay so they still have time to sort things out but I AM RAPIDLY LOOSING FAITH!! Should Agoda not solve the problem and not keep to their 'besst price guarantee' promise I shall make sure that I will be making as many people as possible aware this.
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  • Just to update this forum.. I found the official site offering cheaper then Agoda. I reported to best price guarentee and they replied within 24hrs...

    I gave them the snapshot of the competitor pricing and also the link address if they want to verify. Also I made sure the type of room is exactly the same as the one I am comparing too.

    The reply is quite pleasant and they stated I am entitled and they will start processing the refund. I did not fill any refund forms etc etc....

    So far I am still confident with Agoda and it has not have failed me and my friends yet.
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  • Just file a Best Price Guarantee claim. For just around $3 dollars. Let's see how this goes. hahaha.
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  • Well the claim for $3 has just been award.
    Small amount, and it's like less than 24hours and they responded with confirmation of the claim.
    So i guess, they are alright so far. Unless someone comes with a bigger claim and failed.
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  • Agoda are bunch of layers!

    I found a better offer on the hotel official web site , so I sent them a screen shot of the better offer, but this is what they wrote back:

    "Please note that room rate is subject to change. Our hotel partners have the ability to change rates and promotions at any time. Market conditions, changes in strategy and availability are just a few reasons why you may experience this rate fluctuation.

    Under such condition the rates, promotions, discounts are solely set by the hotel, which can be higher or lower than Agoda's rates. ,in which Agoda has neither control nor influence over the hotel's decisions of increase or decrease the price of the room rates on their own website or rates for walk-in customers.

    We regret that this has happened, and most probably because the hotel aggressive marketing actions to sell the last
    few available rooms at the very last minute. For this too, Agoda has neither control nor influence over the hotel's actions.

    "

    In addition, they have the worse service I ever expirienced.

    SHAME ON YOU AGODA - THIS IS MY LAST TIME THERE!!!
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