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Before you contact us, please check our FAQ to see if your question has already been answered. Last FAQ update on 02/07/2014.
  • Make New Booking 
    • Are the room rates inclusive of tax and service charge? 
       
      The rate shown on the website is an average nightly rate, per room, for each room type displayed. The rates do not include taxes and service charge as well as extra charges (if applicable) such as an extra bed, gala dinner, mini-bar, or any other non-room charges. Breakfast is not included unless stated. To check the rate with taxes and service charges, please click the “Click to book” button to enter the booking form. The Booking Details on the right will have the breakdown of the rate. Please double check your booking details and grand total before you submit your booking. Please note that by selecting the “Click to book” button you are not submitting a booking.
    • What are the charges for taxes & services? 
       
      In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain. Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. For transactions involving hotels located within certain jurisdictions, the charge to your credit card for Taxes and Fees may include a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.
    • Why is there more than one rate for the same room type? 
       
      Different rates are due to the different promotions being offered by a hotel at any given time.
    • How do I know if a discount has been given? 
       
      All promotional rates displayed are already discounted. Information regarding specific hotel promotions are also displayed on the booking form. For more details, please continue to the booking form.
    • What does “Hot Deal”, “Non-refundable” “Special conditions” etc. mean next to my room type? 
       
      “Hot Deal”, “Non-refundable”, “Special conditions”, etc. is an indication of a special promotion with some form of discount for a particular hotel, room type or period of stay. Bookings under promotion usually have a very strict cancellation policy which often results in a full period charge. Please make sure to read the booking conditions carefully before you submit your reservation.
    • Are the room rates per person or per room? 
       
      The rates displayed are per room, NOT per person. It is important that you input the correct number of guests associated with this booking as rates may change based on occupancy. In some instances, a hotel limits the number of guests per room. To avoid additional charges when you check in, the number of guests must be accurate.
    • Can agoda.com recommend me a hotel? 
       
      Agoda.com does not provide travel advice. We recommend reviewing the hotel page, the room type page as well as the hotel reviews to help you make a decision.
    • Can I add an extra bed/baby cot in my room? 
       
      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. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.
    • Can I book a room type that is not listed with agoda.com? 
       
      No. Only those room types available will be displayed after you enter your travel requirements.
    • Can I make a booking for a check in date of today on the agoda.com website? 
       
      Yes, this is possible as long as the room is available on the agoda.com website when you make a search.
    • Can I make a reservation directly through the hotel? 
       
      Yes. Please bear in mind that the rates listed on Agoda.com 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 on any of the Agoda Lowest Rates - Pay online hotels available through our website.
    • Can I remove the transfer service if I don’t want it? 
       
      When a transfer service is listed, it's usually a requirement in order to get to your hotel of choice. You can choose not to use the service but hotels will be reluctant to remove the fee. You will need to negotiate with the hotel upon arrival.
    • Do you offer special discounts for senior citizens, airline employees, hotel member cards or Government officials? 
       
      No further discounts are available unless noted on the hotel page.
    • How can I check for budget hotels? 
       
      On the agoda.com Home page, input the search criteria then click 'Search'. On the Search Results page, under 'Sort by' please select 'Stars (1…5)'. The system will sort the hotel by the lowest star rating to the highest.
    • How can I check the rates on your website? 
       
      Please note that room rates and availability are subject to change at any time. Agoda.com cannot provide you with a quoted rate because of this variation. You can get the most up-to-date rates and availability by going to the website and completing your travel information.
    • How can I get 1 night free when booking a room with "Rates includes discount worth 1 night" promotion? 
       
      All promotional rates displayed are already discounted. If free nights are included in the booking, you will receive a discount worth the specified amount of nights. You will not get more free nights in addition to what you book on the website. Information regarding specific hotel promotions are also displayed on the booking form. For more details, please continue to the booking form.
    • How can I see the room rate in a currency of my choice? 
       
      Once you have selected your period of stay, you can then select the currency of your choice by clicking on the Display Rates box on the hotel page. Once selected the currency will automatically update to reflect the selected currency.
    • How do I make a booking? 
       
      Please note that room rates and availability are subject to change at any time. Agoda.com cannot provide you with a quoted rate because of this variation. You can get the most up-to-date rates and availability by going to the website and completing your travel information. IMPORTANT: Please note that the lead guest name is entered correctly.
    • How long does it take to check if a room is available? 
       
      Availability is based on your search criteria. If a hotel is displayed based on your search criteria, the available room types will be displayed.
    • How many rooms are available? 
       
      The number of rooms available for your period of stay is displayed on the hotel page after you enter in your travel requirements (dates & destination). If you wish to book more rooms than what are available, you will need to split into different room types or search for another hotel. Please note that we may not be able to confirm room availability for any additional rooms in any extra booking, as rooms can be taken at any time.
    • I have made a booking on the agoda.com site but I have found a cheaper rate 
       
      Agoda.com offers the following “Best Price Guarantee”. If you have reserved a hotel room through agoda.com and then show us that you could book the same room for the same dates with the same conditions at a lower rate than is viewable and bookable on another website. We will either match that rate or beat it. Please click on the following link for further information : http://www.agoda.com/info/agoda_policies.html#1
    • Is there an additional charge for children when sharing a room with their parents? 
       
      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. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.
    • l want to stay longer than 30 days/nights 
       
      If you require more than a 30-day stay, you need to make 2 separate bookings. For example, a 35 night stay would need to be broken out into 2 bookings, 1 for 30 days, the other for 5 days.
    • Travel Advisories and Other News 
       
      Events happen around the world and, occasionally, your travel destination may be affected by an unexpected occurrence. In addition, you should familiarize yourself with the country you are planning to visit, both in terms of customs and habits, but also about potential risks. For these reasons, agoda.com recommends its customers to monitor the news and consult with their respective Embassies, Ministries of Foreign Affairs or other Government sources for official country-specific travel advisories.
    • What should I do if I would like to book more than 9 rooms? 
       
      You can reserve up to 9 rooms per booking. If you need more rooms, please make an additional booking. Please note that room are subject to availability.
    • When I check your website it shows no availability, does it mean that the hotel is fully booked? 
       
      Unfortunately there are no available rooms at your chosen Hotel for those dates. Please choose one of the following options: Go back to your chosen Hotel and change your search criteria OR Search for more available hotels in your chosen destination
    • Where can I find the cancellation policy? 
       
      When searching for the room rate, booking conditions will be right under the room type description. To check further, you can also click on the ""CLICK TO BOOK"" button which will direct you to the booking form. The cancellation policy/booking conditions link can be found in the middle of every page of the booking form. It will also be stated in the confirmation email we send you. If you cancel your booking via self service the cancellation policy will be shown again upon cancellation. Note: Details and conditions in the cancellation policy will be different for each booking depending on the hotel, period of stay, room type etc. Please read this carefully before submitting your booking.
    • Why has the room rate changed? 
       
      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.
    • Why isn't the current year being displayed in the dropdown menus for Check-in and Check-out dates? 
       
      The dates available for selection on our site are directly linked to the date and time set on your computer. Verify that your computer is set to the current date and time. Click the Start menu, select Settings ? Control Panel. Within the Control Panel window, select the Date and Time icon in order to open the Date and Time Properties window. In the Date and Time Properties window, select the Date & Time tab to view the current settings. Check to see that the correct month, year, day, hour, and time zone are being displayed. If these properties are not up to date, you must change them in order to see the current year within the dropdown menus of the Check-in and Check-out dates on the Agoda site. To change to the current time zone, first select the Time Zone tab then click on the dropdown arrow, select the correct time zone from the list, and click on the apply button.
    • What is "Book Now Pay Later"? 
       
      Book Now Pay Later is just that, make a booking now, pay for it later. As with all Agoda.com bookings, it is confirmed instantly. Approximatley 2-3 days prior to the booking conditions becoming active, your credit card will be billed for the full amount. Simple.

      If the room can be booked now and paid later, the text "Book now and pay nothing until (date, month and year)" will be displayed underneath the room image. Please make sure you select "Pay Later" when you input your credit card details.

      Book Now Pay Later conditions are based on the hotel cancellation policy, check in date and the room availability. If you do not see this text on the room page it is not an avialable payment option.
    • Why don’t I see Book Now Pay Later rates on all hotels? 
       
      Book Now Pay Later conditions are based on the hotel cancellation policy, check in date and the room availability. If you do not see it when you search then it is not available for that hotel under that period of stay.
    See more questions
  • Payment and Refund 
    • Can I pay cash at the hotel for my reservation? 
       
      Agoda.com currently only accepts credit cards (Visa, MasterCard, AMEX, JCB, IDEAL and Carte Bleue) and PayPal. 
      1) Rate per room per night - 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) Book Now Pay Later - Pay online: Book Now Pay Later is just that, make a booking now, pay for it later. The booking will be instantly confirmed. The booking conditions (cancellation policy) will determine when you are billed. The actual charge date will be approximately 2-3 days prior to the hotel booking conditions becoming active. At that time you will be charged the full amount. This option is only available for Visa, MasterCard, AMEX and JCB. Please make sure you select "Pay Later" when you input your credit card details.

      3) Special Rates - Pay at the hotel: Agoda.com works in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where an agoda.com partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email. In such cases we will not charge your card. You will be required to pay the hotel directly upon check-out and the hotels own cancellation policy will apply. The title of the rate section for these hotels is 'Special Rates' instead of 'Rate per room per night'.

      Please note: Some hotels may charge your credit card with the full amount upon confirmation. This is mostly the case for non refundable bookings.
    • Can I pay by Debit card or bank transfer for my reservation? 
       
      Agoda.com only accepts credit card (Visa, Master Card, AMEX, JCB and Carte Bleue) and PayPal. You are required to fill in your credit card details or log-on to your PayPal account to complete the booking process. Currently, all other methods of payment are not acceptable.
    • When do I pay for my booking? 
       
      That depends on the type of booking:
      1) Rate per room per night - 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) Book Now Pay Later - Pay online: Book Now Pay Later is just that, make a booking now, pay for it later. The booking will be instantly confirmed. The booking conditions (cancellation policy) will determine when you are billed. The actual charge date will be approximately 2-3 days prior to the hotel booking conditions becoming active. At that time you will be charged the full amount. This option is only available for Visa, MasterCard, AMEX and JCB. Please make sure you select "Pay Later" when you input your credit card details.

      3) Special Rates - Pay at the hotel: Agoda.com works in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where an agoda.com partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email. In such cases we will not charge your card. You will be required to pay the hotel directly upon check-out and the hotels own cancellation policy will apply. The title of the rate section for these hotels is 'Special Rates' instead of 'Rate per room per night'.

      Please note: The hotel reserves the right to preauthorize/charge your credit card prior to arrival. Timing and amount of charges will be in line with the conditions of your booking.
    • When will I get my refund? 
       
      Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date banks generally take up to 10 business days to process the refund payment and transfer the funds into a customers account. Please note, some banks can take up to 15-30 days, or until the next billing cycle. The refund should be converted to your local currency by your credit card company. How your reservation is processed will determine what shows on your card statement. However, your statement will ALWAYS show Agoda somewhere in the subject line.
    • What are the charges for taxes & services? 
       
      In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain. Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. For transactions involving hotels located within certain jurisdictions, the charge to your credit card for Taxes and Fees may include a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.
    • Can I make a booking using my friends credit card? 
       
      Yes. Please note that we may contact you for security purposes when making a 3rd party booking.
    • Do you charge my credit card immediately upon confirmation? 
       
      1) Rate per room per night - 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) Book Now Pay Later - Pay online: Book Now Pay Later is just that, make a booking now, pay for it later. The booking will be instantly confirmed. The booking conditions (cancellation policy) will determine when you are billed. The actual charge date will be approximately 2-3 days prior to the hotel booking conditions becoming active. At that time you will be charged the full amount. This option is only available for Visa, MasterCard, AMEX and JCB. Please make sure you select "Pay Later" when you input your credit card details.

      3) Special Rates - Pay at the hotel: Agoda.com works in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where an agoda.com partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email. In such cases we will not charge your card. You will be required to pay the hotel directly upon check-out and the hotels own cancellation policy will apply. The title of the rate section for these hotels is 'Special Rates' instead of 'Rate per room per night'.

      Please note: Some hotels may charge your credit card with the full amount upon confirmation. This is mostly the case for non refundable bookings.
    • Does the hotel need a deposit or a payment in advance? 
       
      That depends on the type of booking:
      1) Rate per room per night - 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) Book Now Pay Later - Pay online: Book Now Pay Later is just that, make a booking now, pay for it later. The booking will be instantly confirmed. The booking conditions (cancellation policy) will determine when you are billed. The actual charge date will be approximately 2-3 days prior to the hotel booking conditions becoming active. At that time you will be charged the full amount. This option is only available for Visa, MasterCard, AMEX and JCB. Please make sure you select "Pay Later" when you input your credit card details.

      3) Special Rates - Pay at the hotel: Agoda.com works in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where an agoda.com partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email. In such cases we will not charge your card. You will be required to pay the hotel directly upon check-out and the hotels own cancellation policy will apply. The title of the rate section for these hotels is 'Special Rates' instead of 'Rate per room per night'.

      Please note: The hotel reserves the right to preauthorize/charge your credit card prior to arrival. Timing and amount of charges will be in line with the conditions of your booking.
    • I have already made my booking. Can I change the currency used? 
       
      Unfortunately we cannot change the currency selected once the payment has been made. Please ensure that the currency chosen is correct before proceeding with your reservation.
    • I will not be going anymore. Can my friend use the booking? 
       
      Should you need to change the name of the reservation you must contact agoda.com as soon as possible. If you do not contact us to change the guest name the hotel reserves the right to refuse check in.
    • Is it safe to enter my credit card details? 
       
      Agoda.com 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 https://sealinfo.verisign.com/splash?form_file=fdf/splash.fdf&dn=RESERVATION.AGODA.COM&en 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. If you have any questions regarding charges to your credit card, please contact our Agoda Support Center.
    • Is there any other payment method besides credit card? 
       
      Agoda.com currently only accepts credit cards (Visa, MasterCard, AMEX, JCB, IDEAL and Carte Bleue) and PayPal. Please note that some of these payment methods are only available on certain agoda.com language websites. Some hotels allow you to pay directly at the hotel upon check in. This will be specifically shown in the booking form. However, a valid credit card or PayPal account is still required for every booking, even in such cases where you have to pay directly at the hotel. This is necessary to guarantee your booking.
    • Should I speak to my bank before I make a booking? 
       
      In general there should be no need to speak to your bank before making a booking. However, if you are making a booking from a different country then your bank may block your payment for your security. If you are using your card outside of your home country it may be advisable to let them know to prevent any inconvenience.
    • The hotel has charged my credit card. 
       
      Unless specified, the Hotel should not charge your card. If this happens, either a) call us immediately or b) send an email to CustomerService@agoda.com. We will open an investigation immediately.
    • 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 with the bank.
    • Can I pay for the Book Now Pay Later bookings whenever I want? 
       
      No, we cannot change the payment option once the booking is confirmed. Please make sure you select "Pay Later" when you input your credit card details.
    • Why was my card authorized for 1 USD for Book Now Pay Later? 
       
      For Book Now Pay Later, the 1 USD is pre-authorized to make sure your credit card is valid. Please note that this is not an additional fee.
    • Why can’t I use PayPal or Alipay for Book Now Pay Later? 
       
      Please note that Book Now Pay Later rates are only available for credit card payment type.
    • I have a Book Now Pay Later booking. Why do I need to pay before my charge date? 
       
      We will only ask to charge your credit card before the charge date because of 3 scenarios: 1) You are asking to change your check in date in which your credit card will expire before that new check in date. 2) You are asking to change your booking and the hotel policy changes to be non-refundable. 3) You are asking to change your check in date to be earlier in which the charge date also becomes earlier.
    • How can I have the receipt under my company name and address? 
       
      If you wish to get a receipt, please use agoda.com Self Service. Please note that we only offer an electronic receipt in PDF format. Self service allows you to get your receipt under your company name & address. You can also action this request by logging on to 'manage my bookings' via the website.
    • How do I get a receipt? 
       
      If you wish to get a receipt, please use agoda.com Self Service. Please note that we only offer an electronic receipt in PDF format. Self service allows you to get your receipt under your company name & address. You can also action this request by logging on to 'manage my bookings' via the website.
    • Can I have a hard-copy receipt sent by post? 
       
      Please note that we only offer an electronic receipt in PDF format.
    See more questions
  • Check Booking Status 
    • When do I get a confirmation email? 
       
      In most cases, you will receive this email along with the Hotel Voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging on to 'manage my bookings' via the website
    • Where can I check my booking details and status? 
       
      You can check your booking status by logging on to 'manage my bookings' via the website. Alternatively you can access this information by logging into your account via the self service link in your confirmation email.
    • How do I know if my reservation is confirmed? 
       
      In most cases, you will receive this email along with the Hotel Voucher (PDF file) within 30 minutes of you making the booking. The Hotel Voucher indicates that you have a confirmed booking with agoda.com. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging on to 'manage my bookings' via the website
    • Why is there no record at the hotel? 
       
      All bookings are instantly confirmed. If the hotel has no record of your booking, please contact agoda.com immediately. Our contact details are displayed on the hotel voucher. Ask the hotel to call us directly and pass the phone to you or you can dial us yourself. Long distance charges may apply but we will refund you for the cost of the call. All you need to do is provide us the receipt.
    • Why do I have to send my credit card information to agoda.com? I didn’t receive my hotel voucher. 
       
      Occasionally we will send a request for additional documents. This verification is part of our credit card security procedure. If the additional information is not provided, agoda.com will not confirm the booking and the request will automatically cancel. Please note that your booking request is pending until we receive the required documents. NO charge has been made to your card. Once your documents are received and reviewed, we will send you a confirmation email with the hotel voucher attached and charge your card subject to continuing availability. We will contact you within 24 hours of receiving your documents. Please contact us if you have not received confirmation after that time.
    • Can I change the name on my reservation? 
       
      Should you need to change the name of the reservation you must contact agoda.com as soon as possible. If you do not contact us to change the guest name the hotel reserves the right to refuse check in.
    • Can I check-in without the hotel voucher? 
       
      If you do not present the hotel voucher and the credit card that you used to make the booking to the hotel, you may experience problems checking in.
    • Can I please have the official confirmation from the hotel for VISA purposes? 
       
      Agoda.com will issue the Hotel Voucher with your booking details and that is our official confirmation. If your embassy does not accept this as proof for VISA application, you will need to contact the hotel directly for the hotel letter guaranteeing your booking.
    • Can you please resend the Hotel voucher to me? 
       
      Agoda.com now provides you with this Self Service option. Just by clicking on the Self Service link provided in your Confirmation email, you will be able to resend your hotel voucher. You can also resend your voucher by logging on to 'manage my bookings' via the website.
    • How do I know that my documents have been received by agoda.com? 
       
      After you send the requested documents, we will send you an email confirming receipt within 24 hours.
    • I don’t want to send my documents. Can I pay at the hotel directly instead? 
       
      No. The rates listed on agoda.com'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 on any of the Agoda Special Rates - Pay online hotels available through our website. We cannot guarantee either the rate or the availability of any booking you make directly with the hotel.
    • I don’t want to send my documents. Can I show them at the hotel directly instead? 
       
      No. Unfortunately, if we have requested for additional documentation, we are unable to finalize your booking without these documents.
    • I have submitted my booking and have not received my hotel voucher. 
       
      In most cases, you will receive this email along with the Hotel Voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging on to 'manage my bookings' via the website.
    • Is it safe to send my documents? 
       
      Agoda.com uses Secure Socket Layer (SSL) technology to encrypt all information. Please click http://www.agoda.com/info/agoda_policies.html#2 for more information about our Shop Safe and Privacy Guarantee. The link is secure and the information you provide will be reviewed by a trained member of our Fraud Prevention unit. This team ensures it’s really you making this booking. This verification is for your protection.
    • The website is telling me that I have a duplicate booking. How do I proceed? 
       
      A duplicate booking will not be processed and charged unless you confirmed with us via phone/email that it is not an error. To avoid a duplicate booking status please ensure that the names are the actual names of the guests checking in. A duplicate booking will occur when the lead guest name, the email address, room type booked and the dates of stay matches or overlap.
    • What do I have to show to the hotel when I check in? 
       
      You need to present: - The hotel voucher - The same credit card used to make the booking - A valid photo ID If you have submitted additional documents or used PayPal to pay for your booking then the credit card is not required.
    • What is the hotel voucher? 
       
      The Hotel Voucher indicates you have a confirmed booking with agoda.com It is a PDF attachment sent to you at the time we sent you the Confirmation Email. It must be presented to the hotel at the time you check in. In most cases, you will receive this email along with the Hotel Voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging on to 'manage my bookings' via the website.
    • What should I do if the credit card that I used to confirm the booking is invalid or been cancelled? 
       
      If your card has become invalid or been cancelled please contact us to avoid any problems upon check in.
    • Where will my documents be stored after I have submitted them? 
       
      Agoda.com does not store your documents. As part of our commitment to your safety we adhere to the PCI security standards council. For further information please go to https://www.pcisecuritystandards.org
    • Why do I have to give my credit card information to agoda.com by telephone? 
       
      Occasionally we will call to confirm your details by telephone. This verification is part of our credit card security procedure. If the additional information is not provided, agoda.com reserves the right to cancel the booking and refund any charges to the original credit card.
    • Why do I have to send my credit card information to agoda.com? I have already received my hotel voucher. 
       
      Occasionally we will send a request for additional documents. This verification is part of our credit card security procedure. If the additional information is not provided, agoda.com reserves the right to cancel the booking and refund any charges to the original credit card. We will contact you within 24 hours of receiving your documents to confirm that your booking has been finalized. Please contact us if you have not received confirmation after that time.
    See more questions
  • General Hotel 
    • Can I add an extra bed/baby cot in my room? 
       
      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. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.
    • Where can I find the price of an extra bed? 
       
      In instances where an extra bed is available for the selected room, the price will be displayed within the Room Type column on the Hotel page as well as the Room Information section on the Booking Form.
      * On the Hotel page (below the room name) click the ‘Need an extra bed?’ to see the cost of an extra bed per room per night.
      * On the Booking Form, click the Extra Beds link to select an extra bed. The cost will be displayed as an additional item within the pricing panel.
    • Can I cancel the New Year or Christmas Gala dinner? 
       
      It is a common practice by hotels in Asia to include a Gala Dinner during the Christmas season as well as Western and Chinese New Years celebrations. These dinners are compulsory and cannot be cancelled.
    • Does the hotel provide airport transfer? 
       
      Unfortunately, agoda.com only provides a hotel reservation service. When making a search you can choose 'Hotel/Airport transfer' in the facilities section to help you with your search. Hotels will also provide this information in the "Useful Information" section on the hotel page displayed on the website. Some rooms come with complimentary airport transfer. If this is the case it will be specified in the room type or will be noted in the grand total on the booking form. Airport transfers are usually subject to a charge. If you would like to arrange airport transfer, please contact the hotel directly once you have received your confirmation email. Their direct telephone number will be listed on your hotel voucher. Alternatively you can send your request via self service special requests. The self service link is provided in your confirmation email. You can also send your request by logging on to 'manage my bookings' via the website.
    • Is breakfast included in the room rate? 
       
      If breakfast is included, it will display "Breakfast Included" below the room type. If it is not mentioned, the hotel is not including breakfast with this room at this rate. Breakfast availability is determined by the hotel. If you would like to inquire as to whether breakfast is available, we recommend that you contact the hotel upon check in.
    • Can I add breakfast to my room rate? 
       
      Yes, but there is usually an extra charge associated with this request. If breakfast is not included during the booking process you would need to contact the hotel directly. It is up to the hotel to determine if the displayed rate includes breakfast.
    • Can I choose all inclusive, full board, half board or additional meals? 
       
      Unfortunately, agoda.com only provides a hotel reservation service. Unless stated in the room type these are not available.
    • Can I choose what type of bed I want? 
       
      On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by agoda.com. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete.
    • Can I request a suite or hotel room with a kitchenette? 
       
      While agoda.com certainly has hotel suppliers who offer suites and rooms with kitchenettes, we cannot limit our search to hotels that offer these types of rooms. If you prefer to have a suite or a kitchenette, we suggest you select a property and available room type with the required amenities. You can review the amenities offered by the hotel in the room details.
    • Can the hotel store my luggage before check in or after check out? 
       
      Most hotels provide a luggage storing service both before check-in and after check-out either with or without a charge. Please check with the hotel receptionist upon arrival for more information regarding this procedure.
    • Does the hotel allow pets? 
       
      When making a search you can choose 'Pets Allowed' in the facilities section to help you with your search. Hotels will also provide this information in the "Useful Information" section on the hotel page displayed on the website.
    • Does the hotel charge for parking, gym, and sauna etc.? 
       
      Some hotels charge for these facilities while other hotels may give them as complimentary for their guests. This is subject to individual hotel policy. For more details, please contact the hotel directly.
    • How can I add an extra bed for my child? 
       
      The extra bed is compulsory for adults. If the 3rd person is a child under 12 years of age you have the choice to tick or untick the extra bed in the booking form after you have specified the child's age.
    • How can I find out how many bedrooms are in an apartment? 
       
      Room details are displayed when you click on [Photo / Info] next to the room type selected.
    • How can I remove the extra bed? 
       
      The extra bed is compulsory for adults. If the 3rd person is a child under 12 years of age you have the choice to tick or untick the extra bed in the booking form after you have specified the child's age.
    • How can I see all the different room types offered? 
       
      On the hotel information page, click on 'Show more available room types' and the system will display all room types available at the hotel you have selected. If a certain room type you are looking for is not shown on the hotel page, it's not available for the dates you have selected.
    • How do I find out if a hotel has a certain facility or amenity? 
       
      When making a search you can select from our listed choices in the facilities section to help you with your search. Hotels will also provide information in the "Useful Information" section on the hotel page displayed on the website.
    • How do I find out if the hotel has parking facilities? 
       
      When making a search you can choose 'Car Park' in the facilities section to help you with your search. Hotels will also provide this information in the "Useful Information" section on the hotel page displayed on the website.
    • I don’t want breakfast, can I remove this charge? 
       
      For all room rates that are inclusive of breakfast, there will be no reduction in the rates should breakfast not be consumed. Agoda.com is not able to remove a breakfast charge.
    • Is breakfast included for my children? 
       
      In those cases where breakfast is included in the room price, breakfast is not included for children when sharing a room with their parents without an extra bed. In such cases the hotel will charge for the child's breakfast directly. The breakfast is usually included in the extra bed rate.
    • Is there an additional charge for children when sharing a room with their parents? 
       
      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. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.
    • What does the hotel offer? 
       
      For more information about your chosen hotel please check the hotel page under hotel features, hotel description and useful information.
    • What is a Semi double room? 
       
      This bed type is suitable for single occupancy as a Semi bed is smaller in size than a Standard bed. Most hotels in Japan offer this bed type.
    • What is a Semi room? 
       
      A Semi room type will mostly be provided by hotels in Japan. The size of the room is considered smaller than a standard room. A Semi room type category is suitable for single occupancy.
    • What is a Triple room? 
       
      A triple room would be suitable for three adults and there would be bedding arrangements to accommodate three people. This could be one double and one single bed or three single beds.
    • What is the check in and check out time of the hotel? 
       
      Check-in time is normally from 14.00 hours. Check-out time is normally before 12.00 hours. Early check-in and late check-out are subject to room availability, cannot be guaranteed and are usually not free of charge.
    • What is the difference between a Semi bed and a Single bed? 
       
      This bed type is suitable for single occupancy as a Semi bed is smaller in size than a Standard bed. Most hotels in Japan offer this bed type.
    • What is the difference between a Single room, a Double room and a Twin room? 
       
      A single room is designed for only one person. A double room is for double occupancy with either one double (king or queen size) or two single beds. A double room can also be used for single occupancy. A twin room is also for double occupancy but will have two single beds.
    • What kind of breakfast does the hotel provide? 
       
      The type of breakfast offered depends on each individual hotel. Agoda.com does not have access to this information.
    • What type of bedding configuration does the room come with? 
       
      The room and its room type are guaranteed but the bed type is not. For example, a Superior room can come with one double (king or queen size) or two single beds. You can make a special request for the bed type but it is subject to availability upon arrival.
    • Where can I find the hotel contact number and address? 
       
      The hotel address will be shown on the hotel information page on our website. After the booking is confirmed, the hotel address and telephone number will be displayed on the hotel voucher. The address will also be shown in the hotels local language.
    • Where can I see the room details? 
       
      Room details are displayed when you click on [Photo / Info] next to the room type selected.
    • Why are the room types and bedding so different? 
       
      Room types vary from hotel to hotel however, hotels will generally have Standard, Deluxe, Superior, Club and Suite rooms. The main difference would be the room size and amenities. You can check for more information by clicking on [Photo / Info] next to the room type selected.
    See more questions
  • My Rewards 
    • How do I redeem my Agoda Rewards points? 
       
      After choosing your room, you will automatically continue to the step named “Your Booking Details”.

      At this step, log into your account from the section named “Agoda Members Login”.

      Once you’ve logged in, select the number of points you would like to redeem.

      Finally, click the “Update Amount” button to get your booking value discounted.

      Note that you need at least 12,500 points to redeem them for booking. Need help on how to log into your account? Please refer to the login section of the FAQ.
    • Why can’t I redeem points? 
       
      You need to have a minimum of 12,500 points to redeem them for bookings.

      The last name of the guest must match the last name of the account owner.

      Note that you cannot redeem reward points on hotels that display the following message “Agoda will not charge your credit card for this booking. You will be charged by the hotel directly in the local currency.”. In this case, you are required to pay at the hotel.
    • Can I redeem points for a booking after I completed it? 
       
      You can redeem reward points only before completing a booking.
    • I used points for booking. Will my points be refunded if I cancel it? 
       
      If you cancel your booking before the cancellation due date specified in the confirmation email, the points used for the booking will be fully refunded.

      If you cancel your booking after the cancellation due date specified in the confirmation email, the points you used for the booking will be refunded according to the cancellation policy of your booking.

      If you cancel a non-refundable booking, the points you used for the booking will not be refunded.
    • How can I earn points and how many points do I earn for each booking? 
       
      You earn points by booking a hotel on the Agoda website or on the Agoda mobile applications.

      The amount of earned points is based on the value that is charged to your credit card, depending on your membership level
          - Premium members earn 20 reward points for every USD charged to their credit card.
          - Elite members earn 31.25 reward points for every USD charged to their credit card.

      In order to earn points you need to both
          - Log into your account by entering a valid username and password.
          - Have made a booking with Agoda before April 1st 2014
    • Do I earn points for Book Now Pay Later bookings? 
       
      Yes, bookings made under Book Now Pay Later policy are eligible to reward points.
    • How long does it take before my Agoda Reward Points are credited to my account? 
       
      Reward Points are credited to your account 30 days after you check out the hotel.
    • How long are my Rewards Points valid for? 
       
      Agoda Reward Points are valid for almost 2 years: points earned any month in the present year will all expire 31st December of the following year.

      Expired points cannot be reinstated and will be deleted from your account.
    • Can I purchase points? 
       
      Agoda Reward Points cannot be purchased.
    • How do I check my points balance and transactions details? 
       
      Log into your account and use the following link to access your points balance and transaction details: www.agoda.com/rewards/transactions.html
    • What are the membership levels of the Agoda Rewards? 
       
      Agoda Rewards has two membership levels: Premier and Elite.

      Premier
          - All new members are automatically assigned Premier Membership.
          - Premier members earn 20 reward points for every USD charged to their credit card.

      Elite
          - If you earn 75,000 points from January 1st to December 31st of the same year, you will be promoted to Elite level for the following year.
          - If you meet the requirements and become an elite member in the present year, say 2014, you will maintain your elite level until the end of the following year, 2015.
          - If you fail to earn another 75,000 points in 2015, your elite level will revert to premier at the beginning of 2016.
          - Elite members earn 31.25 reward points for every USD charged to their credit card.
    • I have two accounts, can I transfer points from one account to another?  
       
      You can transfer points between accounts only by merging your accounts.

      All your booking activity and your reward point balance will be transferred to one account. The other account will be terminated.

      To do so, request an account merge to rewards@agoda.com.

      For security reasons, note that you must validate the accounts ownership by providing registered names and contact details for both accounts.

      Example
          - Account A (7 bookings, 12,000 available points)
          - Account B (4 bookings, 3,000 available points)
          - You request to merge account A into account B
          - You keep account B, with 11 bookings and 15,000 available points
          - Account A is terminated
    See more questions
  • Cancel My Booking 
    • Where can I find the cancellation policy? 
       
      When searching for the room rate, booking conditions will be right under the room type description. To check further, you can also click on the ""Book it!"" button which will direct you to the booking form. The cancellation policy/booking conditions link can be found in the middle of every page of the booking form. It will also be stated in the confirmation email we send you. If you cancel your booking via self service the cancellation policy will be shown again upon cancellation. Note: Details and conditions in the cancellation policy will be different for each booking depending on the hotel, period of stay, room type etc. Please read this carefully before submitting your booking.
    • Will I be charged if I cancel my reservation? 
       
      The details and conditions of the cancellation policy will be different for each booking depending on the hotel, period of stay, room type, promotion, etc. When searching for the room rate, booking conditions will be right under the room type description. To check further, you can also click on the ""Book it!"" button which will direct you to the booking form. The cancellation policy/booking conditions link can be found in the middle of every page of the booking form. It will also be stated in the confirmation email we send you. If you cancel your booking via self service the cancellation policy will be shown again upon cancellation.
    • When will I get my refund? 
       
      Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date banks generally take up to 10 business days to process the refund payment and transfer the funds into a customers account. Please note, some banks can take up to 15-30 days, or until the next billing cycle. The refund should be converted to your local currency by your credit card company. How your reservation is processed will determine what shows on your card statement. However, your statement will ALWAYS show Agoda somewhere in the subject line.
    • How can I cancel my booking? 
       
      Agoda.com now provides you with a this Self Service option. Just by clicking on the Self Service link provided in your Confirmation email, you will be able to cancel your booking. You can also cancel your booking by logging on to 'manage my bookings' via the website.
    • How do I calculate the correct cancellation date? 
       
      Cancellation due dates are based upon normal local check in time.
    • I made a booking using points and would like to cancel it or shorten my stay. Will my points be refunded? 
       
      If you cancel a booking where your points were used, your points will be refunded upon cancellation. Points redeemed when purchasing a non-refundable booking will not be returned in case of cancellation. For shortened-stay bookings where agoda.com needs to refund you the reduced amount of the booking value, the points you have used for the booking will be refunded first. If the amount to be refunded exceeds the value of the points you have used, you will be refunded in cash in addition to the points.
    • Why has a full period charge been applied? 
       
      This is based on the hotel cancellation policy. Full period charge often applies for bookings under promotion or high season. The policy can be different from one booking to another. When you submit the booking, please check the Booking Conditions underneath the room type and on the booking form.
    See more questions
  • Special Requests 
    • How will I know if a special request is confirmed? 
       
      All Special Requests are subject to availability and cannot be guaranteed by agoda.com. Agoda.com will forward your request to your preferred hotel upon receipt. Please follow up with the hotel upon arrival.
    • Can I request for early check in/late check out? 
       
      Early check-in and late check-out are subject to room availability, cannot be guaranteed by agoda.com and are usually not free of charge. Should you need to request for these please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by agoda.com. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.
    • If I want to make a special request for my reservation, what do I do? 
       
      On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by agoda.com. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.
    • Can I request an Airport Transfer? 
       
      Unfortunately, agoda.com only provides a hotel reservation service. Some rooms come with complimentary airport transfers. They will always be noted in the grand total on the booking form. If the room does not have airport transfer, and you need one, please contact the hotel directly.
    • Can I choose what type of bed I want? 
       
      On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by agoda.com. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.
    • Can I add an extra bed/baby cot in my room? 
       
      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. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.
    • Can I ask the hotel to give me an non smoking or smoking room? 
       
      On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by agoda.com. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.
    • Do you offer any tours or air fares? 
       
      Unfortunately, agoda.com only provides a hotel reservation service.
    • How can I make a special request? 
       
      On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by agoda.com. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.
    • I want to request for an interconnecting room for my family, how do I do this? 
       
      On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by agoda.com. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.
    See more questions
  • Change My Booking 
    • I want to change my booking dates, how do I do this? 
       
      Agoda.com now provides you with a Self Service option. Just by clicking on the Self Service link provided in your Confirmation email, you will be able to request to amend your booking. You can also amend your booking logging on to 'manage my bookings' via the website.
    • What is the amendment charge and how do I find it? 
       
      All additional charges or refunds will be displayed in the grand total on the self service page. You can find this by clicking on the self service link provided in your Confirmation email. You can also find this information by logging on to 'manage my bookings' via the website.
    • Why is there an amendment charge? 
       
      Amendments made to your booking can result in rate changes. Your request cannot be processed unless the rate change can be charged. If the rate reduces, a refund will be issued subject to the cancellation/amendment policy.
    • how do I extend my stay? 
       
      Please create a new booking for the period that you wish to extend on the website. Usually hotels automatically arrange the same room so there is no need to change the room for the extended days.
    • how do I shorten my stay? 
       
      Agoda.com now provides you with a Self Service option. Just by clicking on the Self Service link provided in your Confirmation email, you will be able to request to amend your booking. You can also amend your booking logging on to 'manage my bookings' via the website.
    • Is my amendment request confirmed? 
       
      All amendments via self service will be confirmed instantly. Should the amendment not be possible you will be prompted to contact agoda.com.
    • How can I add extra nights to my booking? 
       
      Please create a new booking for the period that you wish to extend on the website. Usually hotels automatically arrange the same room so there is no need to change the room for the extended days.
    • Can I add rooms to my hotel reservation? 
       
      Please submit a new booking for additional rooms. To avoid a duplicate booking status please ensure that the names are the actual names of the guests checking in. A duplicate booking will occur when the lead guest name, the email address and the dates of stay match or overlap.
    • How can I change hotel? 
       
      To change hotels you need to cancel your original booking and make a new booking. Please note that any cancellation is subject to the hotel cancellation policy. Any new booking is subject to availability. The original booking needs to be cancelled first to prevent the system stopping your request as a 'duplicate'.
    See more questions
  • Technical Problem 
    • Problem with Hotel Voucher 
       
      In most cases, you will receive a confirmation email along with the Hotel Voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging on to 'manage my bookings' via the website.
    • Problem with Credit Card Charge / Currency 
       
      The charge that appears on your statement will be converted to your local currency by your credit card company. 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.
    • Problem with Cancellation Fee 
       
      The details and conditions of the cancellation policy will be different for each booking depending on the hotel, period of stay, room type, promotion, etc. When searching for the room rate, booking conditions will be right under the room type description. To check these please hover over ‘Free Cancellation?’ You can also click on the ""BOOK IT"" button which will direct you to the booking form. The hotel cancellation policy can be found in the middle of every page of the booking form. It will also be stated in the confirmation email we send you. If you cancel your booking via self service the cancellation policy will be shown again before cancellation.
    • Problem with Breakfast 
       
      If breakfast is included, it will display "Breakfast Included" below the room type. If it is not mentioned, the hotel is not including breakfast with this room at this rate. Breakfast availability is determined by the hotel. If you would like to inquire as to whether breakfast is available, we recommend that you contact the hotel upon check in.
    • Problem with Booking 
       
      Making a change to your booking may incur a charge. Please review the booking conditions located in your confirmation email. - If you want to change the dates of your booking, please click the Self Service link located in your confirmation email or login Manage My Booking on the website. - If you want to change hotels, you must cancel your booking via the Self Service link located in your confirmation email or login Manage My Booking on the website. - All other requests, such as adding a traveller, requesting an extra bed, should be made by giving us a call at +44 (0) 20 3027 7900. International charges will apply.
    • Problem with Credit Card (cannot make a booking) 
       
      If we cannot authorize your credit card then the booking cannot be submitted. Please contact your credit card company to check on the status of your card.
    • Problem with Rewards password 
       
      Your password is case-sensitive, so please check to ensure that you are entering the password correctly. You can request password retrieval by using the 'Forgot your password?' link below: http://www.agoda.com/rewards/login_problems.html
    • Problem with Rewards profile 
       
      If you would like to update you profile (email address, home address, etc.), please login using your email address and password here: http://www.agoda.com/rewards/login.html Your password is case-sensitive, so please check to ensure that you are entering the password correctly. You can request password retrieval by using the 'Forgot your password?' link below: http://www.agoda.com/rewards/login_problems.html
    • Problem with Room Occupancy (No. of adults/child) 
       
      Each room type identifies the maximum number of guests allowed to stay in the room. This can be seen by hovering over the ‘people’ in the max column. For most room types you will be able to add an extra bed through the booking form. This fee will be shown before you confirm the booking. To avoid additional charges when you check in, please make sure you book the right room type. If you cannot find a room to match your number of guests, please book additional rooms.
    • Problem with Tax and Service Charges 
       
      In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain. Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. For transactions involving hotels located within certain jurisdictions, the charge to your credit card for Taxes and Fees may include a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.
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  • Hotel Review 
    • How can I review a hotel? 
       
      Only agoda.com customers with a valid booking are allowed to submit a hotel review. This guarantees, unlike many other travel sites, that you are reading 100% legitimate feedback. About 3 days after your departure from the hotel, you will receive an email inviting you to share your stay with other agoda.com members. The email will contain a unique link leading to the review submission form. You can also log in your agoda account and see the list of hotels where you stayed and that you haven’t reviewed yet.
    • Who writes our agoda.com reviews? 
       
      Only agoda.com customers with a valid booking are allowed to submit a hotel review. This guarantees, unlike many other travel sites, that you are reading 100% legitimate feedback. About 3 days after your departure from the hotel, you will receive an email inviting you to share your stay with other agoda.com members. The email will contain a unique link leading to the review submission form. You can also log in your agoda member account and see the list of hotels where you stayed and that you haven’t reviewed yet.
    • Why isn't my hotel review posted on your website? 
       
      All hotel reviews are screened by our editors before being posted on our website to ensure the content complies with our review guidelines. Any review that is deemed unsuitable for publication for any reason will not be posted on the website. We’re working hard to approve your reviews as soon as possible. Reviews will generally show on-site within 7 - 14 days, depending on volume.
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  • Login 
    • What should I do if I cannot log on to my account or have lost my username and password? 
       
      Your password is case-sensitive, please make sure that you properly use uppercase and lowercase characters when entering your password.

      You can set a new password at any time by using the following “Forgot your password?” link: www.agoda.com/rewards/login_problems.html
    • I have entered the password sent to me and it says that the information is invalid." What am I doing wrong? 
       
      Your password is case-sensitive, so make sure that you are entering the password correctly.

      If you are still having problems you can request the password to be resent to you by email using this link www.agoda.com/rewards/login_problems.html
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If you can't find what you're looking for in our FAQ, feel free to contact us.

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