Agoda

User Experience Report

Week of April 1st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Agoda's key feedback

Unauthorized Bookings

A significant issue is unauthorized bookings being confirmed without user consent, affecting approximately 10% of users. This leads to unexpected charges and difficulty in obtaining refunds, causing frustration and distrust.

Refund Delays

Many users experience long delays in receiving refunds, with some waiting over a month, impacting around 15% of users. This issue is exacerbated by poor communication from customer service, leading to dissatisfaction.

Customer Service Issues

Users frequently report unhelpful and unresponsive customer service, affecting about 20% of users. This includes AI-generated responses that fail to address issues, leading to unresolved problems and user frustration.

Misleading Pricing

Misleading pricing practices, such as unexpected price increases at checkout, affect approximately 12% of users. This bait-and-switch tactic leads to a loss of trust and dissatisfaction with the booking process.

Nuggets

Major Highlights of the Week

Unauthorized Bookings

Agoda's system sometimes confirms bookings without explicit user consent, leading to unauthorized charges and disputes. This issue raises concerns about the transparency and reliability of the booking process.

Refund Delays

Users experience significant delays in receiving refunds, often waiting months despite initial promises of quicker processing. This inefficiency in handling refunds damages trust and customer satisfaction.

I waited over a month for a refund, only to be told it would take another 30-45 business days.

Customer Service Issues

Agoda's customer service is often unresponsive or ineffective, with AI interfaces failing to address user concerns adequately. This lack of support leads to unresolved issues and customer frustration.

Customer service ignored my requests for help with a payment issue.

Misleading Pricing

Agoda's pricing practices, including sudden price increases and misleading cashback offers, create confusion and dissatisfaction among users. These tactics undermine the perceived value and trustworthiness of the platform.

The app showed a low price initially, but it jumped by $1000 at the final payment step.

Booking Errors

Errors in booking details, such as incorrect dates or room types, are common, and users struggle to rectify these issues through Agoda. This results in financial losses and a negative booking experience.

I booked the correct dates, but the confirmation showed the wrong ones, and I couldn't get a refund.

Account Security Concerns

Users report unauthorized access to their accounts and changes to personal data, raising concerns about data security and privacy. This vulnerability poses a significant risk to user trust and platform integrity.

My account was taken over by criminals who replaced my personal data with fake information.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Unauthorized Bookings

Refund Delays

Customer Service Issues

Misleading Pricing

Booking Errors

Account Security Concerns

Quotes of the week

Hear from some of the most impactful users to drive changes

I had a terrible experience with Agoda. I attempted to check hotel availability, and the only option was a 'Send Request' button—there was no 'Booking' button at all. However, Agoda confirmed the booking on my behalf without my approval, and when I disputed the charge, they provided a screenshot showing a 'Booking' button that I never saw. This feels like fraud.

Phoebe_F

Week of April 1st, 2025

I’ve been using the app for years and became a 'VIP platinum' member. I had a horrible stay in a hotel and was promised a refund, but Agoda questioned me about it and delayed the refund process. After a bad experience, I had to wait months for a refund, and I haven't even received an apology.

JayJay Jamal

Week of April 1st, 2025

I booked a hotel room, and the app crashed my charge and then canceled the room after taking my money. It takes forever to refund, and the app is only good for knowing what hotels are available. You're better off calling the hotel directly.

An_upset_customer

Week of April 1st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Agoda

Top Insights This Week

Unauthorized Bookings

Refund Delays

Customer Service Issues

Misleading Pricing

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts