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Updated by user Dec 22, 2019

I was allowed to cancel the reservation with a full refund. I am pleased with this result, after disputing the $100 with my credit card, I had no desire to spend the night at this property.

Fairly certain that MasterCard was planning to initiate a full chargeback, as we are near the end of the 45 day investigation period.

Thanks to MasterCard and Barclays Bank the issue has been resolved. I would never use AGODA in the future, I had to resolve the issue myself.

Original review posted by user Nov 15, 2019

I booked a room for a one night stay at the Hollywood Boutique Hotel in Hollywood, Florida. The price listed was $220 plus $28 in taxes.

The site did not show a Resort Fee or a Cleaning Fee.

The hotel emails a confirmation with a $100 Resort Fee! The stay is in January, 2020; I was supposed to pay at the hotel, yet my MasterCard had already been charged $348, for one night at a three star hotel. I know that the room could not be cancelled; I was not trying to cancel the room. My dispute was with the undisclosed $100 Resort Fee.

I did respond to the hotel but received NO RESPONSE.

Agoda's customer service consists of form letters, and you get a different representative with each email.

I was back and forth with them with a total of seven various agents. I believe that all of the customer service names are contrived; Natrah, Marzyati, Dhanyaah, Pierre, Natasha, Sharnela, and an American standard, Michael.

Using one representative would certainly make things easier, but I think it's just form letters. The do not service the customers, they service the hotels. They do not care about the people renting the rooms.

First, Agoda said it was a Cleaning Fee.

$100 for a one night stay!

The Resort Fee at the Ritz Carleton in Orlando is $38 per night.

Whether it's a Resort Fee or a Cleaning Fee, $100 is ludicrous for a one night stay.

Agoda asked me for a screen shot of the final booking screen; I don't know about you, but I thought I was dealing with a reputable booking service and an honest hotel owner. Why would I screen shot the final booking screen?

I think the hotel owners can change their rates and various charges at will; and they did just that. The lowered the rate of the room by $100 and then added the Cleaning Fee when I went back to check.

I should have taken that screen shot, because the next day, they had no availability, I had nothing to compare.

I did not realize, my fault, that Agoda is based in Singapore, as is the hotel owner. I am stuck and not happy, I've filed a dispute with MasterCard for the $100 undisclosed fee.

STAY AWAY FROM AGODA!!!!!!!!!!!!!!!!!!!!

Reason of review: Pricing issue.

Monetary Loss: $100.

Preferred solution: I want the undisclosed $100 Resort Fee for a one night stay returned..

Agoda Cons: No customer service.

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