Policies
on Behaft of Plan-Holiday.com
Lowest Rate Guarantee
Agoda offers the following "Lowest Rate Guarantee":
If you have reserved a hotel room through Agoda
and then show us that you could book the same
room for the same dates at a lower rate that
is viewable and bookable on another website,
within 48 hours of booking your room with us,
we will either match that rate or beat it. For
a claim to be valid under this guarantee, it
must satisfy all relevant Terms and Conditions
and be submitted in compliance with the Claims
Processing procedures below.
Submitting a Claim
You need to prove Availability of the Competing
Rate by providing a printed screenshot that
shows rooms are available and the corresponding
rate, room type, and dates. This information
is usually displayed on the booking form or
the credit card information page. You do not
need to make a booking on the competing site,
just show us the comparison.
Rates that are "available upon request" must
be confirmed as available through the competing
rate provider and Agoda will contact them to
confirm availability of the rate before honoring
any claim. Agoda will not honor claims on rates
that are not available when our agents check
availability.
You will then need to download the Agoda Lowest
Rate Guarantee Claim Form, complete all required fields, print
the form, and fax the form along with the appropriate
form of evidence to either +1-888-482-2235 (USA),
+44-207-681-1173 (Europe), or +66-2-646-1225
(Asia).
Our Customer Service Center will respond back
to you via email within 48 hours of submitting
your claim.
Terms & Conditions
The Lowest Rate Guarantee applies to a Competing
Rate with rate terms that are substantially
similar to those terms found on the booking
made through a Agoda website (the "Agoda Rate").
Such rate terms may include advance purchase
requirements, prepayment and deposit requirements,
cancellation, and change policies. The Lowest
Rate Guarantee does not apply to a Competing
Rate with Rate Terms that, at the sole discretion
of Agoda, are more stringent than the Rate Terms
offered by Agoda.
The Lowest Rate Guarantee does not apply to
unpublished rates, which include private rates,
packaged rates, hotel rooms sold as part of
a travel package, and rates not available to
the general public. Rates not available to the
general public include corporate discount rates,
group rates, meeting rates, any rates requiring
membership in a club such as AAA rates or AARP
rates, loyalty program, or other organization
where the rates are targeted specifically toward
a specific group of individuals and not intended
for the general public.
A claim must be submitted within 48 hours after
making the original reservation through a Agoda
website, and at least 72 hours before your scheduled
arrival at the hotel where the reservation is
held. The original reservation with Agoda must
be fully completed with valid credit card information
for this guarantee to be applicable. An original
reservation refers to the initial reservation
made through a Agoda website and does not include
modified or cancelled reservations.
Agoda Customer Service Agents have the sole
right and discretion to determine the validity
of any claim, including, but not limited to,
determining that it is for the same hotel, room
type, dates, and that it meets all Terms, Conditions,
and Claims Processing requirements.
Upon validation of the claim, a Customer Service
Agent will send an email or other communication
to you that includes the Booking ID number and
the new rate you will be charged. If you have
not received a confirmation from the Customer
Service Department within 48 hours of submitting
a claim, you may contact a Customer Service
Agent by phone or email to check the status
of your claim.
In the case of bookings where your credit card
has already been charged, Agoda will refund
the difference to your credit card, if applicable,
within 10 business days of submitting your claim.
Agoda Rewards points will not be given to any
bookings that are confirmed under the Lower
Rate Guarantee policy.
Agoda Lowest Rate Guarantee cannot be combined
with other offers or promotions. Agoda reserves
the right to amend, revise, supplement, suspend
or discontinue the Lowest Rate Guarantee at
anytime in its sole discretion and without prior
notice.
Any questions regarding claims should be directed
to our Customer Service Agents
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Shop Safe and Privacy
Guarantee
Your transactions with Agoda are safe.
The Agoda payment system ensures confidentiality
of your personal data and safe use of your credit
card for travel transactions. You can supply
your credit card details by any one of the following
secure methods:
Because of these safeguards we employ, none
of the tens of thousands of customers who have
used agoda.com have reported fraudulent use
of their credit card as a result of travel purchases
made through our website.
Agoda Shop Safe Guarantee
In the unlikely event unauthorized use of your
credit card occurs, first follow the reporting
procedures specified by your credit card provider,
and then contact our Customer Service Center
immediately. Most credit card companies cover
all charges that result from unauthorized use
of your credit card, or may limit your liability
to $50.00 US - which is the maximum liability
allowed under the US's Fair Credit Billing Act.
If your credit card company does hold you liable
for unauthorized charges made as a result of
your credit card purchase from Agoda, we will
reimburse you for up to the maximum liability
-- $50.00 US.
If you would like additional information on
the Fair Credit Billing Act, please contact
the Bureau of Consumer Protection or visit the
Federal Trade Commission's website (www.ftc.gov).
Privacy Statement
Agoda is very concerned about protecting the
privacy of our customers. Any personal data
collected from you is used to enhance or fulfill
your request for promotional services or for
securing a reservation with third party vendors
such as hotels or tour companies. Agoda will
not modify, copy, distribute, transmit, license,
sell or redistribute any of your personal profile
information. Customer comments or testimonials
will not be used without written consent.
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Reservation Guarantee
Reservations secured via Agoda are also now
backed up with our Reservations Guarantee. If
your confirmed reservation at the hotel (for
which you have been issued a voucher) is not
available or cannot be honored when you arrive
to check-in and no other room types that you
had booked are available, immediately contact
our 24-hour Customer Service Center at the contact
number(s) listed on your hotel voucher. Our
Customer Service Agents will arrange a room
at another convenient and comparable hotel and
Agoda will pay for the first night's stay, equivalent
to the actual cost of a 1 night stay based on
the original reservation, including any tax
and service charges. Also, just provide a receipt
and we will also pay for all communication costs
to our office.
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Cancellation Policy
Unless specifically mentioned otherwise in
the cancellation policy, if you wish to cancel
your booking before the cancellation due date
specified in the confirmation email, a cancellation
fee of US$15 will apply.
Any cancellations received after the cancellation
due date specified in the confirmation email
(including requests made within this period)
are subject to a minimum of a 1 (ONE) night
cancellation fee, unless you are notified otherwise
in the confirmation email. The additional US$15
cancellation fee will NOT be charged in this
case.
Failure to arrive at your hotel will be treated
as a late cancellation and will incur a minimum
cancellation fee of one (1) night, or more,
per room, unless otherwise specified in the
confirmation email.
Any changes to your reservation must be made
through our agents and not directly with the
hotel. This applies to change of dates, extension
of stay, early check out, delay of arrival or
cancellation in full or in part. Any problems
or questions on your reservation prior to arrival
or during your stay at the hotel should be directed
to our Customer Service agents. We must be notified
of all cancellations within our normal office
hours from 08:00-18:00 (GMT+7).
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Refund Policy
To request a refund, please contact us at any
of the following:
- On our website agoda.com
- By telephone +1-213-666-1026 (Business Hours
8AM - 4PM), +63-2-885-8186
- By facsimile +66-2-646-1225
- By e-mail to credit@agoda.com
- By 'Live Chat' via our website
By voicemail in these locations:
| Amsterdam |
+31-20-524-1532 |
| Dublin |
+353-1-633-5906 |
| Milan |
+39-02-9544-1430 |
| Tokyo |
+81-3-4496-4345 |
| Zurich |
+41-1-355-3207 |
| Frankfurt |
+ 491-8054-820-046379 |
| Paris |
+33-1-5301-0896 |
| London |
+44-207-681-1173 |
| Sydney |
+61-2-9475-0032 |
| USA |
+1-888-482-2235 |
- Agoda is committed
to providing you with a simple and efficient
refund process. Please note that shortening
your stay during the high season, periods
of high occupancy, during trade fairs and
conventions, or failure to cancel your reservation
prior to the due date noted on your confirmation
may result in a PENALTY CHARGE being imposed
by the hotel. If a PENALTY CHARGE is incurred,
this will be deducted from the amount refunded.
- Your confirmation
email will specify the exact cancellation
due date (i.e. the deadline you must cancel
by in order to avoid any cancellation fee).
Generally, the cancellation due date is 14
days prior to arrival at the hotel. The PENALTY
CHARGE is usually one-night stay, unless specified
on the confirmation email. You should reply
to the confirmation email signaling your acceptance
of the PENALTY CHARGES.
- Unless specifically
mentioned otherwise in the cancellation policy,
cancellation requests submitted via any of
the means above, prior to the due date noted
on your confirmation, will normally be refunded
100% of the cost of their stay less a $15
administration fee within 10 days of receiving
the request. Any cancellation request submitted
after the due date noted on your confirmation
will also be processed within 10 days, and
any applicable PENALTY CHARGE will be deducted
from the amount refunded.
- Shortened stays, in most cases, will be
refunded within 10 days, net of any PENALTY
CHARGES applicable, and if you notify us (by
any of the means above) prior to shortening
your stay, we can expedite the refund process.
If however, you notify us after checking out,
some shortened stay refunds may take longer
because some hotels can be slow to confirm
the exact dates of your stay. If your refund
is likely to take longer than 10 days to process,
we will notify you via email upon receipt
of your request.
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About Agoda
Agoda (agoda.com) is an online hotel reservations
service which specializes in securing the lowest
discount hotel prices in Asia. Agoda is part
of Priceline.com (Nasdaq:PCLN). Based in Singapore
with operations in Bangkok and the Philippines,
Agoda's network includes 7,000 hotels in Asia
and more than 33,000 worldwide. The staff of
200 professionals provides a first-rate reservation
service that uniquely combines local knowledge
and local connections to provide the best hotel
deals to both business and leisure travelers.
Agoda is a service which links hotel bargain-seekers
with travel wholesalers. The partners we have
chosen are only the largest, most reputable
companies with long-time operations in Asia
and worldwide, and are affiliated with the following
organizations:
1. ASTA (American Society of Travel Agents)
2. IATA (International Air Transport Association)
3. PATA (Pacific Asia Travel Association)
4. HKTA (Hong Kong Tourist Association)
5. ATTA (Association of Thai Travel Agents)
6. TIC (Travel Industry Council)
Our organization's aim is to be the #1 Internet
provider of discount hotel rooms and other travel
products. We realize that booking your travel
over the Internet is new and all of our efforts
are centered around establishing a reputation
for quality service and reliability. For this
reason we have also established our "Shop Safe
and Privacy Guarantee" to enable you to use
our service with confidence.
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Disclaimer
1. Agoda makes every effort to ensure that
any materials or rates displayed on this website
are accurate as at the date of issue. Changes
in market conditions or circumstances may occur
after the issue date which may make information
displayed on this website no longer accurate
or no longer reflect the current position.
2. Agoda hereby expressly disclaims any representation,
warranty or undertaking in relation to the accuracy,
completeness, quality or adequacy of any contents
of this website.
3. While Agoda makes every effort to work with
hotels which provide an acceptable standard
of service and accommodation for the price paid,
we hereby expressly disclaim any representation,
warranty or undertaking in relation to the quality
or adequacy of any hotel listed on our website.
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