Hotel Booking Frequently Asked Questions (FAQ's)

 

Changes and Cancellations

What is the cancellation policy?
How can I change my booking?
 

Making a Booking

How do I find and reserve a hotel with your service?
Can I make a reservation directly through the hotel?
What is the hotel policy for children?
How can I check rate and availability?
Is breakfast included in the room?
Are your hotel rates per room or per person?
What happens when my reservation is placed?
 

Your Booking Status

How long does it take to check if a room is available?
How can I check my booking's status?
 

Booking Charges and Payment

What is your credit card payment procedure and how safe it is?
What do I do if my credit card shows a slightly different charge than what is shown on my receipt?
Why do I need to provide additional documents during the payment process?
What is the "fax form?"
I was double charged by the hotel. What do I do?
How do I pay for my booking?
 

Special Requests

How can I make a Special Request (Bed Type, Non-Smoking, Room Location, etc.)?
Can I request an Airport Transfer?
 

About Agoda

Who writes our Agoda reviews?
Who operates Agoda? How can I be sure that I am using a legitimate service?
 

What is the cancellation policy?

Cancellation policies differ by booking. When making a booking, please make sure you read the cancellation policy prior to submitting. There is a link at the bottom of the page or make sure you check the cancelation details conveniently displayed on the Confirmation Email.

Cancellation policies differ by booking. When making a booking, please make sure you read the cancellation policy prior to submitting. There is a link at the bottom of the page or make sure you check the cancelation details conveniently displayed on the Confirmation Email.

Regarding the fee, please note that a processing fee of 15 USD will be applied to all cancellations.

Changes to your period / length of stay may also result in a cancellation charge. This includes shortened stay requests or revised dates before and after you have checked in. Please note, these fees are established by the hotel, not Agoda. A no-show will be treated as a cancellation and you will be billed accordingly.

You must notify Agoda if you plan on cancelling your booking. Our English speaking Customer Service specialists are available 24 hours a day, 7 days a week. If you wish to speak a language other than English, please contact us between the hours of 9:00am - 10:00pm, Monday - Friday, Bangkok time. Click here to see the local time in Bangkok.

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How can I change my booking?

When you make a booking, you will receive a Confirmation Email. In the email is a link to Agoda's Self Service. For existing bookings, you can now: Change your dates, Make a Special Request, Cancel your Booking or Request a copy of your Hotel Voucher.

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How do I find and reserve a hotel with your service?

Agoda now lists over 90,000 hotels throughout Asia and worldwide. Simply select your destination of choice from the menu and you'll see a selection of hotels that can be sorted by 'most popular,' 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 don't have the hotel you are looking for, we'll offer lots of suitable alternatives.

Most of 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.

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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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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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.

In those cases where breakfast is included in the room price, breakfast is not included for children when sharing a room with their parents. In such cases the hotel will charge for the child's breakfast directly.

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How can I check rate and availability?

At www.agoda.com, there is a "Search Hotel" box on the top-left corner. Please select: country, city, check-in, check-out dates, number of rooms and total amount of guests. If you have a hotel in mind, you can select it individually or click "Search" to see all hotels available during this period. When you find the hotel you like, please click on the hotel name for all the room types available.

The first rate will be exclusive of tax and service charge. Select "Click to Book" to see the rates inclusive of service fees and taxes. The booking will only be submitted once you enter your credit card details.

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Is breakfast included in the room?

This is subject to our hotel partners to quote the rates with or without breakfast. If breakfast is included, it will display "Breakfast Included" next to the room type.

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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 happens when my reservation is placed?

Agoda now operates a 100% instant confirmation policy. Any room available on our site can be reserved and confirmed immediately. To ensure we're able to offer the best rates we work hard with hotels and partners to set up the best processes. Depending on the booking there are 2 things that can happen.

1) Agoda Special Rates - 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) Special Rates - Pay at the hotel: Agoda works in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where an Agoda partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email.

Please note: In such cases we will not charge your card. You will be required to pay the hotel directly upon check-out and the hotel's own cancellation policy will apply. The title of the rate section for these hotels is 'Special Rates' instead of 'Agoda Special Rates'.

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How long does it take to check if a room is available?

Every room that is available on Agoda's website should be confirmed instantly. If you are booking an Agoda Special Rate room (pay online) you will receive confirmation immediately. Your hotel voucher will be emailed to you once we have verified and charged your card. This usually happens within the hour.

If you are booking a Special Rate room (pay at the hotel), we will send you a confirmation email immediately which you should print and give to the hotel upon check-in.

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How can I check my booking's status?

Once you have submitted a booking, you will receive a Confirmation Email in about 30 minutes. This email has the Hotel Voucher attached to it. It will be sent to the email address you provided while making the booking.

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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. If you have any questions regarding charges to your credit card, please contact our Agoda Customer Service. We are available 24 hours a day to help with your inquiries.

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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 from your bank. We know how irritating it is to feel like you got cheated out of something, even if the amount is small, and are absolutely committed to ensuring that you pay exactly what is shown on the screen and not a single cent more.

Should your bank insist on squeezing every last cent out of you, we will refund you the difference (and recommend an alternative bank!).

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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. Though sometimes we may complete your booking before these documents are received, we will not be able to finalize and confirm the reservation until the submitted documentation has been verified.

On occasion we may also call to verify these details.

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What is the "fax form?"

In some cases, Agoda will require additional pieces of information in order to finalize the booking.

1. Credit Card Form must be filled in, signed, and then faxed to us. Click here to download the form.
2. Photocopy of the front and back of the credit card used for this booking.
3. Photocopy of valid government-issued photo ID (e.g. passport, drivers license) which must match the name on the credit card used for the transaction.

Our efax sites are Secure Socket Layer (SSL) encrypted so that your documents can be received safely and can only be seen by trained members of our team.

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I was double charged by the hotel. What do I do?

If you are double charged by the hotel, please send the receipt of the payment to cs@agoda.com. We will begin an investigation right away.

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How do I pay for my booking?

AGODA only accepts credit card (Visa, Master Card, AMEX, JCB and Carte Bleue) and PayPal. There are 2 types of booking:

1) Agoda Special Rates - 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) Special Rates - Pay at the hotel: Agoda works in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where an Agoda partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email.

Please note: 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 'Agoda Special Rates'

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How can I make a Special Request (Bed Type, Non-Smoking, Room Location, etc.)?

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 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.

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Can I request an Airport Transfer?

Unfortunately, Agoda 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.

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Who writes our Agoda reviews?

Our reviews are 100% legitimate. Every time an Agoda customer checks out of a hotel we send them an email, asking for a review of their stay. This is the only way a review can be submitted. Every review must then be approved by our content team before being posted on the Agoda website. Therefore, unlike many other travel sites, ALL Agoda reviews are certified and genuine. Good or bad, and provided the review is within our standards (no sexist, racist or prejudiced content), we provide real customer experiences at all our hotels.

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Who operates Agoda? How can I be sure that I am using a legitimate service?

Agoda is part of Priceline.com (NASDAQ : PCLN), one of the largest and most established online travel agents in the world. Agoda is operated by Agoda Company Pte Ltd, a Singaporean company that is managed by a multi-national team. Agoda has been a trusted provider of discount hotel services since 1997, servicing over 1,000,000 travelers.

Agoda.com is a current member of IATA and is Member #96-6 2709 0.

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The Offices at Central World, 27th Floor
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