 | Customer Support 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 33,000 hotels throughout Asia and worldwide. Simply select the destination of your choice from the menu and you'll see a selection of hotels that can be sorted by 'most popular,' price, 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 dont have the hotel you are looking for, we'll offer lots of suitable alternatives.
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. All hotel rates are listed in US dollars. Please use our Currency Converter to see the equivalent value in your home currency. Then go to our booking form to make your reservaton.
Also, be sure to make your reservation for the full duration of your stay. If you do need to extend your stay after arrival, please 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?
1) Agoda has instant online confirmation for thousands of hotels. In addition, we work with hotels and wholesalers that only provide rooms on request. For these rooms, our Customer Service agents will contact the hotel or our wholesalers regarding your request. We can typically confirm an on-request reservation within 1 business day.
2) If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, then the reservation is confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher will only be issued after we have received and charged your credit card information. The hotel voucher must be presented upon check-in at the hotel.
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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?
Several thousand of our hotels offer instant confirmation. For other hotels, we check availability by contacting the hotel or our wholesalers with your reservation request. We can typically confirm an on-request reservation within 1 business day.
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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.
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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 Customer Service agents. They are available 24 hours a day to help with your inquiries.
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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.
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What is your cancellation policy for hotel reservations?
1. Unless specifically mentioned otherwise in the cancellation policy, if you wish to cancel your booking before the cancellation due date specified in the confirmation email, a cancellation fee of US$15 will apply.
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
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Who operates Agoda? How can I be sure that I am using a legitimate service?
Agoda, part of the Agoda Travel Network, has been a trusted provider of discount hotel services since 1997. It is operated by Agoda Company Pte Ltd, a Singaporean company that is managed by a multi-national team.
Agoda.com is a current member of IATA and is Member #96706761.
We realize that booking travel over the internet may be a new experienceb for some customers. For this reason we have also established our Shop Safe and Privacy Guarantee 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
North America| Tel: | +1-213-666-1026 |
| Fax: | +1-888-482-2235 |
Asia| Tel: | +63-2-625-9100 |
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| Fax: | +66-2-613-1764 |
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