Agoda Smarter Hotel

To save you time, we've put answers to the most common inquiries here. Just click on the category and look for your question.

Making a new booking

Are the room rates inclusive of tax and service charges?

The default setting for Agoda's price display depends on your country of origin, as some countries require showing taxes and fees and some do not. To change the setting, open the currency tab at the top of the screen and select a different price option. Depending on your selected settings under the currency tab, displayed room rates will note if the price listed does or does not include tax or service charges. You may also view the total price for a stay by continuing to the booking form.
What are the charges for taxes and services?

In connection with facilitating your 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 property in connection with your reservation for taxes owed by the property. This includes, 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 property. The amount paid to the property 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, customer service costs. The charge for Taxes and Fees varies based on a number of factors, including the amount we pay the property and the location of the property 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 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 properties 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 may be due to the different promotions being offered by a property at any given time or because we obtain rates from many different suppliers.
How do I know if a discount has been given?

All promotional rates displayed are already discounted. Information regarding specific property promotions are also displayed on the booking form. For more details and to see a complete breakdown of the price, please continue to the booking form (payment page).
What does Hot Deal, Non-refundable, Special conditions, etc stated next to my room type mean?

Hot Deal, Non-refundable, Special conditions, etc is an indication of a special promotion with some form of discount for a particular property, 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 property limits the number of guests per room. To avoid additional charges when you check in, the number of guests must be accurate.
Can Agoda recommend a property for my stay?

While Agoda cannot provide specific travel advice, we do provide verified reviews from real travelers as well as complete information regarding facilities, locations, and star ratings. By default, your search results will be sorted based on our recommendations for the best value and most reliable partner properties.
Can I add an extra bed/baby cot in my room?

Most properties allow children to stay in the room with parents either with or without an extra bed. The normal property policy is not to charge for children if they are under 12 years of age. Some properties will limit occupancy of a room to two adults and one child. Only a few properties will have existing bedding for additional children, so an extra bed is usually required. Most properties will charge for this extra bed. Usually properties 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 properties, for children under the age of 2.
Can I book a room type that is not listed with Agoda?

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 website?

Yes, this is possible as long as the room is available on the Agoda website when you make a search.
Can I make a reservation directly through the property?

Of course you can. But Agoda often offers prices that are 10%-30% lower than many property's direct booking prices. Additionally, we offer benefits like Pay Later, Free Cancellation, and Best Price Guarantee that you won't get by booking directly.
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 property of choice. You can choose not to use the service, but properties will be reluctant to remove the fee. You will need to negotiate with the property 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 property page.
How can I check for budget hotels?

After inputting your destination and travel dates into the search box, you will be redirected to the search results page. Here, you can sort the results based on price, star rating, or special deals. You may also filter your search results by price range, preferred star rating, or accommodation type to find budget accommodation.
How can I check the rates on your website?

Room rates and availability are subject to change at any time. Agoda 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 "Rate 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 property 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?

You can easily choose the currency of your choice by selecting it from the drop-down box found at the top of the page. The page will automatically update to reflect the selected currency.
How do I make a booking?

Room rates and availability are subject to change at any time. Agoda 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 ensure the lead guest's 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 property 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 property page after you enter in your travel dates and 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 property. 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 website, but I have found a cheaper rate.

Agoda offers the following “Best Price Guarantee”. If you have reserved a room through Agoda and then show us that you could book the same room for the same dates with the same conditions at a lower rate that can be viewed and is 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 properties allow children to stay in the room with parents either with or without an extra bed. The normal policy is not to charge for children if they are under 12 years of age. Some properties will limit occupancy of a room to two adults and one child. Only a few properties will have existing bedding for additional children, so an extra bed is usually required and may incur additional charges. Usually properties 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 properties, for children under the age of 2.
Can I 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 down into 2 bookings - 1 for 30 days and 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, including customs, habits, and potential risks. For these reasons, Agoda recommends its customers to monitor the news and consult with their respective embassies, ministry of foreign affairs, or other government sources for official country 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 on Agoda. If you need more rooms, please make an additional booking. Please note that rooms are subject to availability, and that some properties may have different policies or conditions that apply to bookings of 5 rooms or more.
When I check your website and it shows no availability, does it mean that the property is fully booked?

If it shows no availability, that unfortunately means we have no available rooms at your chosen property for those dates. Please choose one of the following options: Go back to your chosen property and change your search criteria OR Search for available properties 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 "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 property, period of stay, room type, etc. Please read this carefully before submitting your booking.
Why has the room rate changed?

Our 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 bookings, it is confirmed instantly. Approximately 2-3 days prior to the booking conditions becoming active, your credit card will be billed for the full amount.

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 cancellation policy, check-in date, and the room availability. If you do not see this text on the room page, it is not an available payment option.
Why don’t I see Book Now, Pay Later rates on all properties?

Book Now, Pay Later conditions are based on the property's 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 property under that period of stay.
Where does a property's star rating come from?

Star ratings are declared by the properties, in accordance with regulatory oversight for their own markets. Agoda does not assign these ratings and accepts no liability for their accuracy.

Payments and refunds

How do I get a local tax receipt?

Local tax receipts are only available from properties for bookings where payments are made at the property. For pre-paid bookings (pay Agoda), we can issue local invoices for bookings in Singapore since Agoda is a tax resident of Singapore and also Agoda receipts for anywhere else.
How do I get a receipt?

If you wish to get a receipt, please use Agoda's self-service option. The self-service option allows you to get your receipt under your company name and address. You can also make this request by signing in to 'My bookings' via the website. Please note that we only offer an electronic receipt in PDF format.
Can I have a hard copy receipt sent by post?

Agoda only offers an electronic receipt in PDF format.
When will I get my refund?

Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date, banks may take up to 30 days to refund this amount, or until your 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.

In some countries, the AgodaCash is offered as a refund and can be credited to your account instantaneously.
How can I have the receipt under my company name and address?

If you wish to get a receipt, please use Agoda's self-service option. Please note that we only offer an electronic receipt in PDF format. Self service allows you to get your receipt under your company name and address. You can also submit this request by signing in to our website and clicking the link for "My bookings" via the website.
Can I make a booking using my friend's credit card?

Yes. Please be informed that Agoda may contact you for security purposes when making a third 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 booking confirmation will be automatically sent to your e-mail address. This confirmation is only issued after we have verified and charged your credit card. The booking confirmation AND credit card must be presented upon check-in at the property, 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 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 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. 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 '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 property need a deposit or 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 booking confirmation will be automatically sent to your e-mail address. This confirmation is only issued after we have verified and charged your credit card. The booking confirmation AND credit card must be presented upon check-in, 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 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 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. 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 'Rate per room per night'.

Please note: The hotel reserves the right to pre-authorize/charge your credit card prior to arrival. The 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 as soon as possible. If you do not contact us to change the guest name, the property reserves the right to refuse check-in.
Is it safe to enter my credit card details?

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 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.
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, 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 property has charged my credit card.

Unless specified, the property 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 currently cannot change the payment option once the booking is confirmed. However, we are working on this and very soon you will be able to pay for your Pay Later bookings whenever you want.
Why was my card authorized for 1 USD for Book Now, Pay Later?

For the Book Now, Pay Later option, the 1 USD is pre-authorized to make sure your credit card is valid. Please note that this is not an additional fee and 1 USD is only blocked on your card and not charged.
Why can’t I use PayPal or Alipay for Book Now, Pay Later?

Please note that Book Now, Pay Later rates are currently only available for the credit card payment type. However, we are working on this and you will be able to use Alipay for Book Now, Pay Later in the near future.
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 property 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.
I don’t have a credit card. Can I pay by another method?

Yes! Agoda offers travelers multiple convenient ways to pay, including PayPal, debit card, bank transfer, online bank transfer, or even ATM and local counter payments in some countries. Many of our hotels, villas, and apartments even let you pay in person upon check-in. These payment methods are subject to availability and will appear as options on your booking form.
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 booking confirmation will be automatically sent to your e-mail address. This confirmation is only issued after we have verified and charged your credit card. The booking confirmation AND credit card must be presented upon check-in, 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 property's 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 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. 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 'Rate per room per night'.

Please note: The property 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.
Can I pay cash at the property for my reservation?

Agoda 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 booking confirmation will be automatically sent to your e-mail address. This confirmation is only issued after we have verified and charged your credit card. The booking confirmation AND credit card must be presented upon check-in, 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 property's 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 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. 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 'Rate per room per night'.

Please note: The property 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.
What are the charges for taxes and services?

In connection with facilitating your property 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 property in connection with your reservation for taxes owed by the property, 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 property. The amount paid to the property 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, customer service costs. The charge for Taxes and Fees varies based on a number of factors. including - without limitation - the amount we pay the property and the location of the property 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 property 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 properties 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.

Check booking status

When do I get a confirmation email?

In most cases, you will receive this email along with the booking voucher (PDF file) within 30 minutes of booking. If you still haven't received it after that time, please check your junk mail and/or spam filters. You can always view your booking status online by signing in and selecting "My bookings" from the account menu.
Where can I check my booking details and status?

You can always view your booking details and status online by signing in and selecting "My bookings" from the account menu. If you don't know your sign in details, you can follow the "My bookings" link in your confirmation email.
How do I know if my reservation is confirmed?

In most cases, you will receive a confirmation email along with the booking voucher (PDF file) within 30 minutes of you making the booking. The booking voucher indicates that you have a confirmed booking with Agoda. 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 signing in to "My bookings" via the website.
Why is there no record at the property?

All bookings are instantly confirmed. If the property has no record of your booking, please contact Agoda immediately. Our contact details are displayed on the booking voucher. Ask the property 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? I didn’t receive my booking voucher.

We will occasionally send a request for additional documents as part of our credit card security procedure. This can happen at any time of the booking process, including after your booking has been confirmed. Once your documents have been received and reviewed, we will send you a confirmation email with the booking voucher attached. Any charges made to your card at this time will be subject to room availability and any outstanding balance. If the additional documents are not provided, your booking will automatically be cancelled. Please contact us if you have not received confirmation within 24 hours of your documents being submitted.
Can I change the name on my reservation?

Should you need to change the name of the reservation, you can do so by visiting "My bookings" from the account menu or by contacting Agoda customer service. The property reserves the right to refuse check-in if the name on the reservation does not match your documents.
Can I check in without the booking voucher?

If you do not present the property with your booking voucher and the credit card that you used to make the booking, you may experience problems checking in.
Can I have the official confirmation from the property for visa purposes?

Agoda will issue the booking voucher with your booking details as official confirmation. If your embassy does not accept this as proof for your visa application, you will need to contact the property directly for the property letter to guarantee your booking.
Can you resend the booking voucher to me?

Agoda 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 resend your booking voucher. You can also resend your voucher by signing in to "My bookings" via the website.
How do I know that my documents have been received by Agoda?

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 directly to the property?

No. The rates listed on Agoda's website are only available through our service. Rates offered directly from the property are typically 10% to 50% higher. In addition, you benefit from Agoda Gift Cards. We cannot guarantee either the rate or the availability of any booking you make directly with the property.
I don’t want to send my documents. Can I show them directly to the property?

No. Unfortunately, if we have requested additional documentation, we are unable to finalize your booking without these documents.
I have submitted my booking and have not received my booking voucher.

In most cases, you will receive this email along with the booking 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 signing in to "My bookings" via the website.
Is it safe to send my documents?

Agoda 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 property when I check in?

This depends on the property policy. Commonly, you may need to present: - The booking voucher - A valid photo ID - The credit card used to make the booking
What is the booking voucher?

The booking voucher indicates you have a confirmed booking with Agoda. It is a PDF attachment sent to you at the time we sent you the confirmation email. It must be presented to the property at the time you check in. In most cases, you will receive this email along with the booking 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 signing in to "My bookings" via the website.
What should I do if the credit card that I used to confirm the booking is invalid or has been cancelled?

If your card has become invalid or has been cancelled, please contact Agoda customer service to avoid any problems upon check-in.
Where will my documents be stored after I have submitted them?

Agoda does not store your documents. As part of our commitment to your safety, we adhere to the PCI security standards council. For more information, please go to https://www.pcisecuritystandards.org.
Why do I have to give my credit card information to Agoda 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 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? I have already received my booking 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 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.

General hotel information

Can I add an extra bed/baby cot in my room?

Most properties allow children to stay in the room with parents either with or without an extra bed. The normal property policy is not to charge for children if they are under 12 years of age. Some properties will limit occupancy of a room to 2 adults and 1 child. Only a few will have existing bedding for additional children, so an extra bed is usually required and includes an additional charge. Usually properties 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 properties 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.

Cancel a 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 now" 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 property, period of stay, room type, etc. Please read this carefully before submitting your booking.
Will I be charged if I cancel my booking?

The details and conditions of the cancellation policy will be different for each booking depending on the property, 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 now" 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 may take up to 30 days to refund this amount, or until your 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 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 cancel your booking. You can also cancel your booking by signing in to "My bookings" via the website.
How do I calculate the correct cancellation date?

Cancellation policies start at midnight in your destination's time zone, not at the check-in time.
I made a booking using gift cards or points and would like to cancel it or shorten my stay. Will my points or gift cards be refunded?

If a customer cancels a refundable booking at a participating accommodation that is paid in full or in part by an Agoda Gift Card, the Agoda Gift Card used for the said booking may be re-issued to the customer’s account with its original expiration date. If the Agoda Gift Card used for the said refundable booking had expired prior to the cancellation, it will not be refunded to the customer’s account. An Agoda Gift card which has been redeemed on a non-refundable booking at a participating accommodation will not be re-issued to the customer’s account under any circumstances. An Agoda Gift Card cannot be used to pay or offset any cancellation fee. If you cancel a refundable 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 refundable bookings where Agoda 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 even though I've cancelled?

This is based on the property's cancellation policy. A 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.

Special requests

Change a booking

I want to change my booking dates. How can I do this?

Agoda 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 by signing in 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 signing in 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. Usually, properties automatically arrange the same room, so there is no need to change rooms for the extended days.
How do I shorten my stay?

Agoda 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 amending your booking. You can also amend your booking by signing in 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.
How can I add extra nights to my booking?

Please create a new booking for the period that you wish to extend. Usually, properties automatically arrange the same room, so there is no need to change rooms for the extended days.
Can I add rooms to my property reservation?

Please submit a new booking for additional rooms. To avoid a duplicate booking status, 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 the property?

To change the property, you need to cancel your original booking and make a new booking. Please note that any cancellation is subject to the property's cancellation policy. Any new booking is subject to availability. The original booking needs to be cancelled first to prevent the system from stopping your request as a duplicate reservation.

Technical issues

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.

Writing reviews

Login

Gift Cards

Introducing Agoda Gift Cards: The rewards program you’ve been asking for!

Agoda Gift Cards are our best rewards program ever. Designed with your feedback, Gift Cards are simple, flexible, and easy to use.

Redeem in any amount, whenever you’re ready. No more waiting. No more minimum for redemption. No more converting points to currency. Your Gift Card balance is a real currency value, so you know exactly how much you earned.
What happens when I switch from Agoda Reward Points to Agoda Gift Cards?

Your remaining balance in Rewards Points will be converted into a Gift Card instantly when you make the switch.

Your new Gift Card balance will appear right away in your Agoda account. You can use it immediately or save it for a special occasion.
How does Gift Card earning and redemption work?

Most bookings will earn a Gift Card. Members who book the most frequently with Agoda will earn Gift Cards on every booking. Gift Cards will be issued about 7 days after you check out for pre-paid bookings and up to 60 days after you check out for pay-at-hotel bookings. Gift Card values will vary depending on your booking. Redemption is incredibly easy: Just use your Gift Cards on eligible bookings! No minimums, no tiers, no problem. Just be sure you’re logged in when booking your room.
Why do Gift Card amounts vary by booking?

Our goal is to maximize the rewards for all Agoda members. Rewards are calculated on a number of factors. We reward our most loyal customers with best benefits possible, so Gift Card amounts will generally rise with more bookings.
How can I earn more Gift Cards?

Travel! Members who book more often will earn a larger Gift Card for each booking.
How come I am unable to redeem Gift Cards on some rooms?

You can redeem up to the full booking value on most rooms in our 1,000,000+ properties worldwide. Just look for the Agoda Gift Card message when booking.

Some properties are not eligible for Gift Cards redemption. However, booking these rooms can still earn more Gift Cards for future use.

AgodaCash

What is AgodaCash?

Think loyalty program, but better.

Redeem in any amount, whenever you’re ready. No more waiting. No more minimum for redemption. AgodaCash values are indicated in currency values for your convenience, making redemption quick and easy.
What happens when I switch from Agoda Reward Points to AgodaCash?

Your remaining balance in Rewards Points will be converted into AgodaCash instantly when you make the switch.

Your new AgodaCash balance will appear right away in your Agoda account. You can use it immediately or save it for a special occasion.
What happens when my Agoda Gift Cards is converted to AgodaCash?

Your remaining unexpired balance in Agoda Gift Cards will be converted into AgodaCash immediately upon conversion. Your newly converted AgodaCash will bear the same validity and expiration conditions as your original Agoda Gift Card balance.

Your new AgodaCash will appear right away in your Agoda account. You can use it immediately or save it for a special occasion.
How does AgodaCash collection and redemption work?

Most bookings will allow you to collect AgodaCash. Members who book the most frequently with Agoda will collect AgodaCash on every booking. When and how much AgodaCash you will collect will vary depending on your booking, but it may take about 7 days after you check out for pre-paid bookings and up to 60 days after you check out for pay-at-hotel bookings.

You may also choose to receive AgodaCash in place of refunds or purchase AgodaCash, if you wish. Please refer to our AgodaCash Terms and Conditions for more information.

Redemption is incredibly easy: Just redeem your AgodaCash on eligible bookings! No minimums, no tiers, no problem. Just be sure you’re logged in when booking your room.
Why do AgodaCash values vary by booking?

Our goal is to maximize the rewards for all Agoda members. Rewards are calculated on a number of factors. We reward our most loyal customers with best benefits possible, so AgodaCash values allotted will generally rise with more bookings.
How can I earn more AgodaCash?

Book more with us!
How come I am unable to redeem AgodaCash on some rooms?

You can redeem up to the full booking value on most rooms in our 1,000,000+ properties worldwide with AgodaCash. Just look for the AgodaCash message when booking.

Some properties are not eligible for AgodaCash redemption. However, booking these rooms may allow you to collect AgodaCash for future use

If you can't find what you're looking for in our FAQ, feel free to contact us.

Agoda Self Service
The most common requests can be handled by yourself. Just sign in and you can:
Email us
If you prefer to send us an email, we will strive to answer you in less than 24 hours.

Fill out the form
Call Us 24/7

For issues not covered by the FAQs or Manage My Bookings, you can call us any time, 24 hours a day.

You'll need your Agoda Booking ID, which can be found on your confirmation voucher, and the last 4 digits of the credit card used to make your booking.

Call us 24/7

Search This Blog

software gratis download

Agoda Smarter Hotel

Making a new booking

Payments and refunds

Check booking status

General hotel information

Cancel a booking

Special requests

Change a booking

Technical issues

Writing reviews

Login

Gift Cards

AgodaCash

If you can't find what you're looking for in our FAQ, feel free to contact us.

Agoda Self Service

Email us

Call Us 24/7

Comments

Post a Comment

Popular posts from this blog

bn