Question 1

How long does it take to get a reply?

Accepted Answer

Most requests receive a first human reply in under four hours. Complex refund or property disputes can take up to 48 hours because we may need to wait for the accommodation partner to respond.

Question 2

How do I track the progress of my request?

Accepted Answer

Every submission returns a unique case reference such as AHC-20260804-4F7K2. Enter that reference together with the email address you used on the Track Request page to see the live status.

Question 3

My refund has not arrived. What should I do?

Accepted Answer

Refunds are returned to the original payment method. Card issuers usually take 5 to 14 working days after the refund is released. Submit a refund request with your booking ID and we will confirm whether the refund has been released and chase it if it has not.

Question 4

Can you cancel a non-refundable booking?

Accepted Answer

Non-refundable rates are governed by the property's policy. We can request a goodwill exception on your behalf — especially for medical emergencies, bereavement or property faults — but the final decision rests with the accommodation provider.

Question 5

I was charged twice for the same stay.

Accepted Answer

Duplicate authorisations often drop off within 7 working days. Submit a payment request with both transaction dates and the last four digits of the card, and we will verify whether the second charge is a pending authorisation or a genuine duplicate.

Question 6

The property was not as described. What are my options?

Accepted Answer

Report it while you are still on site if possible, take dated photographs, and raise a property issue request. Evidence gathered during the stay dramatically increases the chance of a partial or full refund.

Question 7

Which documents should I attach?

Accepted Answer

Booking confirmation, payment receipt or bank statement extract, and any photographs or written correspondence with the property. Attachments are limited to 3 files of 4 MB each (PDF, JPG, PNG, WEBP).

Question 8

Is this the official Agoda website?

Accepted Answer

No. AgodaHelpCare is a customer assistance desk. For official channels please use Agoda's own website and app.

Question 9

How is my personal data handled?

Accepted Answer

We only collect what is needed to resolve your case, store it on encrypted infrastructure, and delete case data 24 months after closure. Read the Privacy Policy for the full detail.

Question 10

Do you charge for support?

Accepted Answer

No. Submitting a request, tracking it and speaking to an agent are free. We will never ask for your full card number, CVV or account password.

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