Occasionally, problems with guests may arise. We strongly recommend you follow these guidelines to resolve the issue:
- Stay calm! Listen to the guest carefully and make sure you’ve heard everything. Listen rather than reacting.
- Acknowledge the problem. Let the guest know you hear what they are saying. You don’t have to agree with the guest, but you need to consider their perspective.
- Offer a solution. This shows that you are willing to take ownership of the problem. Keep in mind not to make promises you can’t keep.
- Contact us. If you’ve tried all of this but the issue hasn’t been resolved, please contact Agoda customer service team at [firstname.lastname@example.org] with the details of the issue and the support required. We will try to facilitate resolving the issue with guests. If the issue is urgent, please contact Agoda Hotline in your country which you can find the number on your booking confirmation email