Agoda is committed to providing the best travel experience to our guest and guarantees that they will be able to stay at the property they booked. Therefore, when you are unable to honor our booking, it not only harms our reputation, but it also creates a bad guest experience.
Under an unusual circumstance where you are unable to honor our booking and accommodate the guest at your property, this is considered booking rejection as stated in Agoda’s Terms and Conditions . You will be responsible to provide and prepay suitable alternate accommodation for our guest, including a private transfer at no extra cost. We recommend contacting your guest in advance to inform them of these arrangements via our Messaging System.
In the event that no alternative is available, you may contact the Agoda Hotline for assistance and, based on Agoda’s Terms and Conditions section 14.4, for each Booking that you fail to honor, you shall compensate Agoda an amount equivalent to one night's average nightly value of the Booking if you accommodate the Guest at your property or two nights' average nightly value if you relocate the Guest. This cost will be charged to your property later, depending on the payment method used by your property. This will normally be reflected as ‘Adjusted Transaction’ under your Transaction Page.
You can reach the Agoda Hotline team through the Contact us button and select Booking related and Cannot honor Agoda booking. If you have urgent booking-related issues, call us at the Agoda Hotel Hotline in your country as soon as possible.
June 11, 2021
In order to prevent future booking rejections, we recommend the following approach:
| Cause | Recommendation |
|
Double booking/overbooking This occurs when multiple reservations are made for the same room on the same night |
Set up two-ways Calendar Sync to manage your availability across different platforms |
| Incorrect price | Familiarize yourself with the setup of your Calendar Rates, Promotions, Channel Discounts, and Additional Fees Learn how you can Calculate Your Net Rate with following guideline:(Amount loaded in Calendar) – (Promotion applied during that selling period + Channel discount applied) + (Additional fee if applied) After setting your nightly rate in the calendar, always double check the rates on Agoda.com |
|
Pending payment from previous bookings |
Bank setup is rejected. Bank setup is pending. The 30-day payout window has not passed yet Autopay hasn’t been activated yet. Manually approve the payout and learn how to set up auto-pay |
|
Unable to contact guests There may be times when guests did not contact you to confirm their arrival time |
Set up check-in instruction to remind guests to contact you at least 1 day in advance prior to check-in |
|
Property is unavailable due to renovation, long-term rental, or deactivation |
Please make sure to plan ahead and close your availability according to your renovation timeline, or at least 30 days before deactivation. |
|
Force Majeure There may be changes to building regulations or government policy (especially during COVID) which would restrict your property from temporarily accepting any guests. |
Close out your calendar allotment and availability to avoid receiving future bookings. Check if you have any upcoming bookings. If yes, please reach out to guests to inform them of the latest regulations and follow the above process. |