Help centre
Start with a guide. If it doesn't resolve things, open a tracked request and an agent picks it up.
Missing, incorrect or unconfirmed reservations.
Cancel a stay or check cancellation terms.
Track a refund that has not arrived yet.
Duplicate charges, failed payments, invoices.
Problems at the accommodation or with the host.
Access, verification and profile problems.
Anything that does not fit the categories above.
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.
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.
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.
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.
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.
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.
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).
No. AgodaHelpCare is a customer assistance desk. For official channels please use Agoda's own website and app.
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.
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.
Have your booking ID, the property name and your check-in dates ready. Complete requests are resolved roughly twice as fast.
Requests are routed to the specialist team that handles that issue type, so an accurate category avoids an internal hand-off.
Confirmation emails, receipts and photographs let an agent make a decision immediately instead of asking you for more detail.
Your reference is the fastest way to pick up a conversation. Save it, and use the Track Request page any time.
