Policies

Best Price Guarantee
Shop Safe Policy
Reservation Guarantee
Cancellation Policy
Refund Policy
About Agoda
Disclaimer

Best Price Guarantee

Agoda offers the following “Best Price Guarantee”. If you have reserved a hotel room through Agoda and then show us that you could book the same room for the same dates at a lower rate that is viewable and bookable on another website, we will either match that rate or beat it.

Submitting a Claim

Please collect the following information before completing the Best Price Guarantee Claim Form

• Your Agoda Booking ID.
• The address of the website where you found the better rate.
• The name of the hotel, city and country.
• You can attach up to three screenshots of the competitor site in which the Room availability, Room Type, Promotion type and Room Rate for the required dates of your stay are clearly indicated.
• PLEASE NOTE: You don’t need to make a booking on the competitor website, just show us the comparison

Terms and Conditions

1. Our "Best Price Guarantee" applies to confirmed bookings only. You must provide us with your Agoda Booking ID in order to make a claim.

2. The following conditions must apply:

• Same hotel
• Same period of stay
• Same Room/Bed type
• Same Advance purchase requirements, prepayment and deposit requirements (if any)
• Same Cancellation and Amendment policies
• The room must be available for instant confirmation at the time our agents check availability

3. The “Best Price Guarantee” does not apply to unpublished rates, such as:

• Private rates
• Packaged or promotional rates
• Hotel rooms sold as part of a travel package
• Rates that are not available to the general public, which include:

-	Corporate discount rates
-	Group or meeting rates
-	Any rates requiring membership, (i.e. AAA or AARP rates)
-	Loyalty programs
-	Any organization with rates intended for a specific group of individuals and are not meant for the general public

4. Agoda has the right and discretion to determine the validity of any claim, including but not limited to, determining that it is for the same hotel, room type, dates, and that it meets all Terms, Conditions, and Claims processing requirements.

5. Our “Best Price Guarantee” cannot be combined with other offers or promotions.

6. Agoda reserves the right to amend, revise, supplement, suspend or discontinue the “Best Price Guarantee” at anytime.

Any questions regarding claims should be directed to our Customer Service team.

Shop Safe Policy

The Agoda payment system ensures confidentiality of your personal data and safe use of your credit card for travel transactions. You can supply your credit card details by any one of the following secure methods:

By using our secure (SSL) online Cardholder Information Form
Or by telephone, directly to our Agoda Support Center

Reservation Guarantee

Reservations secured via Agoda are also now backed up with our Reservations Guarantee. If your confirmed reservation at the hotel (for which you have been issued a voucher) is not available or cannot be honored when you arrive to check-in and no other room types that you had booked are available, immediately contact our 24-hour Agoda Support Center at the contact number(s) listed on your hotel voucher. Our Agoda Customer Support Specialists will arrange a room at another convenient and comparable hotel. Agoda will cover your communication costs to our office, transfer fees and offer you a 10% discount on your reservation total amount.

Should you not accept the alternative hotel, Agoda will refund to your account the reservation full amount plus an additional night (equivalent to the actual cost of a 1 night stay based on the original reservation, including any tax and service charges).

Cancellation Policy

Unless specifically mentioned otherwise in the cancellation policy, agoda does not charge a processing fee for cancellations

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.

Failure to arrive at your hotel will be treated as a late cancellation and will incur a minimum cancellation fee of one (1) night, or more, per room, unless otherwise specified in the confirmation email.

Any changes to your reservation must be made through Agoda 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 Agoda Customer Support Specialists. We must be notified of all cancellations within our normal office hours from 08:00-18:00 (GMT+7).

Refund Policy

To request a refund, please contact us at any of the following:

On our website agoda.com
By telephone +44 (0)20 3027 7900 (international charges will apply)
By e-mail via our Customer Support page

Agoda is committed to providing you with a simple and efficient refund process. Please note that shortening your stay during the high season, periods of high occupancy, during trade fairs and conventions, or failure to cancel your reservation prior to the due date noted on your confirmation 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.
Your confirmation email will specify the exact cancellation due date which is the deadline you must cancel by in order to avoid any cancellation fee. Generally, the cancellation due date is 14 days prior to arrival at the hotel. The penalty charge is usually one-night stay, unless specified on the confirmation email.
Unless specifically mentioned otherwise in the cancellation policy, cancellation requests submitted via any of the means above, prior to the due date noted on your confirmation, will normally be refunded 100% of the cost of their stay (Agoda does not charge a processing fee for cancellations) within 10 days of receiving the request. Any cancellation request submitted after the due date noted on your confirmation will also be processed within 10 days, and any applicable penalty charge will be deducted from the amount refunded.
Shortened stays, in most cases, will be refunded within 10 days, net of any penalty charge applicable, and if you notify us (by any of the means above) prior to shortening your stay, we can expedite the refund process. If however, you notify us after checking out, some shortened stay refunds may take longer because some hotels can be slow to confirm the exact dates of your stay. If your refund is likely to take longer than 10 days to process, we will notify you via email upon receipt of your request.

Please Note: Many hotels will apply a penalty charge, often equal to one night's stay, to a shortened stay at late notice. Please check the hotel policies carefully.

About Agoda

Agoda(agoda.com) is an online hotel reservations service which specializes in securing the lowest discount hotel prices in Asia. Agoda is part of Priceline.com (Nasdaq:PCLN). Based in Singapore with operations in Bangkok and the Philippines, Agoda's network includes 10,000 hotels in Asia and more than 150,000 worldwide. The staff of 300 professionals provides a first-rate reservation service that uniquely combines local knowledge and local connections to provide the best hotel deals to both business and leisure travelers.

Agoda is a service which links hotel bargain-seekers with travel wholesalers. The partners we have chosen are only the largest, most reputable companies with long-time operations in Asia and worldwide, and are affiliated with the following organizations:

ASTA (American Society of Travel Agents)
IATA (International Air Transport Association)
PATA (Pacific Asia Travel Association)
HKTA (Hong Kong Tourist Association)
ATTA (Association of Thai Travel Agents)
TIC (Travel Industry Council)

Our organization's aim is to be the #1 Internet provider of discount hotel rooms and other travel products. We realize that booking your travel over the Internet is new and all of our efforts are centered around establishing a reputation for quality service and reliability. For this reason we have also established our "Shop Safe and Privacy Guarantee" to enable you to use our service with confidence.

Disclaimer

1. Agoda makes every effort to ensure that any materials or rates displayed on this website are accurate as at the date of issue. Changes in market conditions or circumstances may occur after the issue date which may make information displayed on this website no longer accurate or no longer reflect the current position.

2. Agoda hereby expressly disclaims any representation, warranty or undertaking in relation to the accuracy, completeness, quality or adequacy of any contents of this website.

3. While Agoda makes every effort to work with hotels which provide an acceptable standard of service and accommodation for the price paid, we hereby expressly disclaim any representation, warranty or undertaking in relation to the quality or adequacy of any hotel listed on our website.

Google+ Forgetful Traveler Survey Terms & Conditions

Entry requires the person to Follow Agoda (the “Organizer”) on Google+ during the time period from October 15th to October 31st 2012 Singapore standard time ("SST"). No purchase is necessary. No further obligations are required. Entrants are not accepted from persons resident in certain countries, including but not limited to countries covered by trade sanctions (e.g. Cuba) or countries with restrictions on this form of contests (including but not limited to the People Republic of China). The giveaway is in no way sponsored, endorsed or administrated by, or associated with, Google+. Information provided by the person will be used by the Organizer and not by Google+.

The winner of the Agoda ‘Forgetful Traveler Survey’ promotion (the “Contest”) will receive $100 USD worth of Agoda.com rewards points. The winner is required to have signed up for an account with Agoda in order for the prize to be added directly to their Agoda Rewards account. Transfer of the equivalent of $100 USD in rewards points will occur within 10 days of the winner providing all the necessary details. Rewards points from the Contest will have the same validity and conditions as earned from a booking.

1. Contest End: Contest runs until 11:59pm SST October 23, 2012

2. Contest Eligibility: Must be the age of majority in your home state/province/country and a legal resident of one of the following Regions: North America (the 50 U.S. (including D.C.) or Canada (excluding Quebec), Europe (EU, Russia, Turkey or Ukraine), or Asia Pacific (Australia, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, Republic of Korea, Singapore, Taiwan, Thailand or Vietnam). Void where prohibited.

3. Contest Entry: Persons who Follow the Agoda Google+ page as of October 31, 2012 SST and have entered the survey via the Survey Gizmo link will be automatically entered into the Contest.

4. Prize Drawing: On or about October 26, 2012 a random drawing will be conducted from among all eligible entries received using a third party application.

5. The entrant selected from the random drawing must answer a qualifying question in order to win the prize. The winner must reply to a confirmation email from Agoda within 48 hours to claim the prize. Failure to respond within 48 hours of receipt of the email confirmation will forfeit the prize and an alternative winner will be selected.

6. Employees and agents of the Organizer, the Hotel and members of such employees’ immediate families and individuals living in the same household with such employees, are not eligible to win.

7. All provincial, federal, state and local laws and regulations apply. The Organizer reserves the right, at its sole discretion, to cancel, terminate, modify or suspend this sweepstakes or any portion hereof, or to disqualify any individual implicated in any of the following actions, if for any reason: (a) infection by computer virus, bugs, tampering, unauthorized intervention, actions by entrants, fraud, technical failures, or any other causes which, in Organizer’s sole opinion, corrupt or affect the administration, security, fairness, integrity or proper conduct of the sweepstakes, (b) the sweepstakes or any website associated therewith (or any portion thereof) becomes corrupted or does not allow the proper processing of entries per these rules, or (c) the sweepstakes is otherwise not capable of running as planned by Organizer. By entering, participants agree to release and hold harmless the Organizer, Agoda and each of their parents, subsidiaries, affiliates, divisions, advertising and promotional agencies, wholesalers and retailers, and each of the foregoing entities’ employees, officers, directors, shareholders and agents (collectively the “Released Parties”), from and against any and all claims, actions and/or liability for any injuries or death, loss or damage of any kind arising from or in connection with participation in and/or entry into the sweepstakes or acceptance or use of any prize. The Released Parties are not responsible or liable for any incorrect or inaccurate entry information, and assume no responsibility for (i) any error, omission, interruption, defect or delay in operation or transmission at any website, (ii) failure of any entry to be received by the Organizer due to technical problems, human error or traffic congestion on the Internet or at any website, (iii) communications line, hardware and/or software failures, (iv) damage to any computer (software or hardware) resulting from participation in the sweepstakes, (v) theft or destruction of, tampering with, unauthorized access to, or alteration of entries and/or entry information, or (vi) entries which are late, lost, stolen, damaged, illegible, and/or unintelligible. By entering, entrants agree to comply with these rules. Any entrant who attempts to tamper with this Contest in any way shall be disqualified. In the event of dispute as to who submitted an online entry, the entry will be deemed submitted by the Authorized Account Holder of the email address submitted at the time of entry. “Authorized Account Holder” is defined as the natural person assigned to an email address by an Internet access provider, on-line service provider or other organization responsible for assigning email addresses for the domain associated with the email address in question. Additional restrictions may apply.

8. The Organizer reserves the right to discontinue, cancel or modify the terms of the Contest at any point in time.

"What's Your 2013 Travel Destiny?" Quiz - Terms & Conditions

Entry requires the person to be a fan of Agoda (the “Organizer”) on Facebook during the time period from December 14th to December 21st 2012 Singapore standard time ("SST"). No purchase is necessary. No further obligations are required. Entrants are not accepted from persons resident in certain countries, including but not limited to countries covered by trade sanctions (e.g. Cuba) or countries with restrictions on this form of contests (including but not limited to the People Republic of China). The giveaway is in no way sponsored, endorsed or administrated by, or associated with, Facebook. Information provided by the person will be used by the Organizer and not by Facebook.

The first winner of ‘What’s Your 2013 Travel Destiny?’ (the “Contest”) will receive a voucher for 2 (two) night stay in a Deluxe Garden Room including breakfast for two at Conrad Bali (the ‘Hotel’). The prize is valid for stays from 6 Jan 2013 – 5 Jan 2014 subject to availability upon booking. Winner needs to make a reservation in advance by e-mail at reservations@conradbali.com or call +62 361 778 788.

The second winner of ‘What’s Your 2013 Travel Destiny?’ (the “Contest”) will receive a voucher for 2 (two) night stay in a Deluxe Room including breakfast for two at Conrad Seoul (the ‘Hotel’). The prize is valid for stays from 21st December 2012 – 30th June 2013 subject to availability upon booking. Winner needs to make a reservation in advance by phone at +82 2 6137 7000.

1. Contest End: Contest runs until 11:59pm SST December 18, 2012

3. Contest Entry: Persons who are fans of the Agoda Facebook page as of December 18, 2012 SST and have taken the quiz via the quiz link will be automatically entered into the Contest.

4. Prize Drawing: On or about December 19, 2012 a random drawing will be conducted from among all eligible entries received using a third party application.

5. The entrant selected from the random drawing must answer a qualifying question in order to win the prize. The winner must reply to a confirmation email from Agoda within 24 hours to claim the prize. Failure to respond within 24 hours of receipt of the email confirmation will forfeit the prize and an alternative winner will be selected.

6. Employees and agents of the Organizer, the Hotel and members of such employees’ immediate families and individuals living in the same household with such employees, are not eligible to win.

8. The Organizer reserves the right to discontinue, cancel or modify the terms of the Contest at any point in time.

Agoda ‘Hilton Phuket Arcadia Resort And Spa’ Promotion

Entry requires the person to submit their email address as an active recipient of the Agoda (the “Organizer”) newsletter via the Forward to a friend campaign (“FTAF”) during the time period from March 18, 2013 to March 24, 2013 Singapore standard time. No purchase is necessary. Each friend referred will be considered an additional entry into the draw. No further obligations are required. Entrants are not accepted from persons resident in certain countries, including but not limited to countries covered by trade sanctions (e.g. Cuba) or countries with restrictions on this form of contests (including but not limited to the People Republic of China).

The winner of the Agoda ‘Hilton Phuket Arcadia Resort and Spa’ promotion (the "Contest") will be contacted by Agoda Customer Service to help them arrange their flights to Phuket, which must be no greater than 1000 USD. The winner will also receive a voucher for 3 nights stay at Deluxe Plus Room Seaview for two persons (breakfast included) at the Hilton Phuket Arcadia Resort And Spa’ (the ‘Hotel’). The winner will also receive complementary Free WIFI and complimentary Airport Transfer. The prize is valid for stays until October 31, 2013 and is subject to certain blackout periods at the discretion of the Hotel. Agoda organizes and assumes responsibility for this Contest.

1. Contest End: Contest runs until 11:59pm SST March 24, 2013

2. Contest Eligibilty: Must be the age of majority in your home state/province/country and a legal resident of one of the following Regions: North America (the 50 U.S. (including D.C.) or Canada (excluding Quebec), Europe (EU, Russia, Turkey or Ukraine), or Asia Pacific (Australia, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, Republic of Korea, Singapore, Taiwan, Thailand or Vietnam). Void where prohibited.

3. Contest Entry: Persons who have entered the draw via the forward to a friend email will be automatically entered into the Contest. Friend referrals will be counted as multiple entries into the draw.

4. Prize Drawing: On or about March 26, 2013 a random drawing will be conducted from among all eligible entries received using a third party application.

5. Employees and agents of the Organiser, the Hotel and members of such employees’ immediate families and individuals living in the same household with such employees, are not eligible to win.

6. All provincial, federal, state and local laws and regulations apply. The Organizer reserves the right, at its sole discretion, to cancel, terminate, modify or suspend this sweepstakes or any portion hereof, or to disqualify any individual implicated in any of the following actions, if for any reason: (a) infection by computer virus, bugs, tampering, unauthorized intervention, actions by entrants, fraud, technical failures, or any other causes which, in Organizer’s sole opinion, corrupt or affect the administration, security, fairness, integrity or proper conduct of the sweepstakes, (b) the sweepstakes or any website associated therewith (or any portion thereof) becomes corrupted or does not allow the proper processing of entries per these rules, or (c) the sweepstakes is otherwise not capable of running as planned by Organizer. By entering, participants agree to release and hold harmless the Organizer, Agoda and each of their parents, subsidiaries, affiliates, divisions, advertising and promotional agencies, wholesalers and retailers, and each of the foregoing entities’ employees, officers, directors, shareholders and agents (collectively the “Released Parties”), from and against any and all claims, actions and/or liability for any injuries or death, loss or damage of any kind arising from or in connection with participation in and/or entry into the sweepstakes or acceptance or use of any prize. The Released Parties are not responsible or liable for any incorrect or inaccurate entry information, and assume no responsibility for (i) any error, omission, interruption, defect or delay in operation or transmission at any website, (ii) failure of any entry to be received by the Organizer due to technical problems, human error or traffic congestion on the Internet or at any website, (iii) communications line, hardware and/or software failures, (iv) damage to any computer (software or hardware) resulting from participation in the sweepstakes, (v) theft or destruction of, tampering with, unauthorized access to, or alteration of entries and/or entry information, or (vi) entries which are late, lost, stolen, damaged, illegible, and/or unintelligible. By entering, entrants agree to comply with these rules. Any entrant who attempts to tamper with this Contest in any way shall be disqualified. In the event of dispute as to who submitted an online entry, the entry will be deemed submitted by the Authorized Account Holder of the email address submitted at the time of entry. “Authorized Account Holder” is defined as the natural person assigned to an email address by an Internet access provider, on-line service provider or other organization responsible for assigning email addresses for the domain associated with the email address in question. Additional restrictions may apply.

7. The Organizer reserves the right to discontinue, cancel or modify the terms of the Contest at any point in time.

8. The winner must answer a qualifying question in order to claim the prize.