DO NOT USE AGODA
I repeat again DO NOT USE AGODA if you want your money back!!!
I was purchasing flights plus hotel to HCMC last month through AGODA for my family trip which amounted to $2773.05 charged to my credit card. An hour later I was notified that my booking was cancelled due to unforeseen error. When I check the transaction statement from my bank I noticed that the amount refunded was $54.92 lesser, hence I emailed agoda. Here is what was sus:
1) Email said that it was a payment failure. After checking with DBS, they said that it was not possible as a failed payment will indicate the transaction is pending. If it was cancelled, the transaction will then be striked off. The statement shows 2 transactions, meaning that it was charged then subsequently refunded.
2) No mention that the amount charged by agoda was in a foreign currency. Both AGODA and DBS explanation was that due to the ever changing exchange rate, there was a difference in currency when I was charged and when I was refunded, hence the difference.
3) No mention of 1% admin fee charged by VISA/mastercard. Apparently I was supposed to know that an additional 1% will be charged to me if I’m using a credit card (which was not stated in any part of the payment). Hence, I was not refunded the admin fee when it was their system that had an error.
4) Lastly, they admitted that it was system related issue but their service recovery is so bad that they are unable to refund me the $54.92.
Some might say that only $54.92 nvm lah. BUTTTT isn’t it ridiculous that it was their system fault/whatever the fault was and I’m being charged FOR NOTHING?!?! All AGODA could say was oh is the bank problem check with the bank is their fault like WTF?!
Didn’t have this issue when I was using trip.com (when I cancelled or I was cancelled) the full amount was refunded/transaction was cancelled. All I can say is some companies are really more trustworthy than others.
When booking travel through Agoda, it’s important to be aware of potential discrepancies in refunds, especially when payments involve foreign currency. From my experience, even if Agoda officially refunds the booked amount, your credit card or bank may still charge fees such as exchange rate differences or international transaction fees that Agoda does not reimburse. I recommend carefully checking your bank statement after any cancelled bookings or refunds from Agoda. If you notice a shortfall similar to what I experienced, contact your bank to understand the additional charges. Sometimes, the issue lies with currency conversion timing causing differences between the charged and refunded amounts. Also, Agoda doesn’t charge extra administrative fees, but credit card providers like Visa or Mastercard might apply around a 1% fee for international payments. Since this fee can be non-refundable, it’s crucial to factor it in when planning your budget for bookings abroad. For users looking to avoid such headaches, consider using alternative platforms like Trip.com, which I found to handle cancellations and refunds more transparently and fully. Sharing these insights from personal experience can help fellow travelers make informed decisions to prevent unexpected financial losses during refunds.
Actually there’s mentioned of the 1% charge in the payment terms and conditions right below before you click to pay… it’s been known that they have this charge for mastercard. I don’t think it applies to Visa