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1
Answered

problems with Agoda bookings

Hi everyone! I just wanted to ask if there are other partners that are having problems with: 30 08 Prudential Tower, 19 Cecil St. Bangkok  N/A ? We have had some bookings coming in and they have been bogus credit cards with long stays taking up inventory from our property and when they are a no show we cannot collect a fee because there card is not valid?? If anyone else is having any issues please write about it. Thanks :) Sean&Lynette


11
BrookAve

 

Updated : 

 

Agoda bookings will not insert the guest info, only their own .

 

This got mentioned since this 3 month old post went up.

 

 

1
The Woods Cabins

We just got this error. We just had a same day booking due to a cancellation (incidentily from another booking.com reservation) and this address of 30 08 Prudential Tower, 19 Cecil St bangkok N came up. The guests showed up, the card worked and they said they put in their correct address. Sounds like a back end database problem @ Booking.com. 

1
CASA CASA - STUDIO

I had about 8 bookings like this and it is very annoying when is a last minute booking. Today same story. Always Bangkok address and wrong phone number prefix of my country South Africa but wrong format and invalid telephone number. Once, this month I received a booking with this address and the guest contacted me after I requested a valid contact number and all went well but otherwise always now-show or I had to cancel if it was not a last minute booking. When I called Booking.com they said they cannot cancel on the same day, so on a last minute the property owner is on the loosing end. There is nowhere where to get the correct details. Very unfortunate for the property owners. Any news from your side?  

11
BrookAve

That address is Agoda, I have seen info since  3months ago stating this.

 

So it looks like Agoda bookings for that region will show up this way.

 

 

B.
Account Adviso…

Hi CASA CASA - STUDIO,

 

With Agoda bookings that have been made via Booking.com inventory, you should still receive an encrypted email in your confirmations that will link you directly to the guest so you may ask for updated contact details as necessary. If you are noticing the credit card is invalid, please do mark accordingly on your end prior to the guest arriving to allow them time to update or, if they do not, it will give you the chance to cancel the booking prior to their arrival.

 

Kind regards,

Shirley E.

 

1
Eddy Susanto

In December alone, I've received 3 of these bookings. Every one of them was a no show. I didn't receive an encrypted email. Today I received another booking (check-in Jan 3rd). No encrypted booking email. 

I've gone through the procedure of asking the guest to confirm time of arrival through the message section, but with no response. Payment is always at the hotel, so I cant verify their card.

How do I proceed?

11
BrookAve

 

Under the reservation details page, click request cancellation, 

Choose option1

Submit

 

Kind regards 

1
CASA CASA - STUDIO

Hello Shirley, unfortunately, when it is a last minute booking it is impossible to cancel the booking and therefore loosing the possibility of booking the accommodation for the night. I tried to call booking.com and they could not contact the guest nor could they cancel the booking. I do not use a credit card and guests pay by bank transfer beforehand.  Also, it is impossible to communicate whit the guest as the phone number is wrong and the email or messaging is not answered. It is a lose lose situation for the host. Thank you anyway for your imput. Regards, Brigitte

1
Eddy Susanto

Hello Brigitte,

I gave booking.com a call about the situation. The rep took note of the issue and asked me to send a message via the Xtranet, which included all the booking numbers that were linked to the same 020 number and Bangkok address. The rep said he would forward all this to the Fraud Dept.

It was mentioned that there are cases that certain individiuals book a hotel to receive a booking confirmation to use with a visa application at an Embassy, for example. Obviously, I can't say for sure that that is happening here.. but it does make sense.

Try giving them a call.. Extranet-> inbox -> booking.com messages -> contact options

Regards, 

Eddy

1
CASA CASA - STUDIO

Hello Edy, thank you very much for your suggestion.  I have in the past contacted extranet booking.com in regards to this situation but did not help very much. Looks like if guests book via Agoda this is how we can see the booking on booking.com. Till now all were no shows except one.  Also, cancel the booking is only possible if it is not a last minute otherwise booking.com will now allow it. Kind regards, Brigitte  

11
BrookAve

last minute can be cancelled.

 

also tip, instead of waiting to do it or it be done , increase the inventory for those dates to allow others to book it

1
Sean Oliver

It makes no sense to increase inventory. If someone shows up with this booking and your sold out you have to go thru the process with booking.com and in some instances pay to put the guest up at another property, its rare but it does happen. I think booking.com needs to use the guests info that is entered thru Agoda not the Agoda Bangkok address, it cant be that difficult as price line already does it. Just my opinion...... 

11
BrookAve

 

Actually it does if your last room was booked for that Room Type :)

1
Gridley Homest…

Hi there, incorrect accounts still arrive. Got one today. It seems Booking.com is not actively scanning its client list for this fake address, fake phone number and potential credit card scam.

1
Eddy Susanto

The address isn't fake. As per my conversation with Customer support, the address is linked with Agoda head office. The email address in the booking is the client's email created by Agoda. 

I have also tested this myself by booking a room at my hotel through Agoda (I am not on the Agoda Xtranet system). I receive the booking through Booking.com and if I send a message to the guest, it does arrive (delayed and sometimes missed, no notifications)

The best option offered by customer support, if the guest does not respond, is to contact Booking.com customer support with the booking info and they will contact your guest on your behalf.

Hope this helps.

 

1
Gridley Homest…

Thanks for the info. Given ongoing concerns around scams and fraud recording the international address for domestic bookings is a very odd way of working. To support contact tracing requirements we ask booking.com customers to record their address, sounds that Agoda doesn’t but then records their international address instead? That doesn’t make sense at all. Yet, thanks for the update. Marko

1
Bed & Breakfas…

Hi together, Yes, we just had yesterday a reservation from this 30 08 Prudential Tower, 19 Cecil st bangkok, and no show.

It's creasy, they are blocking one room that I could book for an other guest, at the end nothing.....

Béatrice

1
Eddy Susanto

Hi all, Since this particular forum has been marked as "answered", I doubt we'll ever receive a proper solution or investigation. It would probably be better to start a new one. I can share how I solved my issue with these fake bookings though. All I did was close all of my rooms on booking.com for a week. After that, zero fake bookings (I was receiving these 'no show' bookings on a daily basis for over a month). Not the ideal solution for most people but it do the trick. Eddy

1
Hanmer Backpackers

Also beside from a useless address they also supply a useless phone number. There is no way to call the guest in case they haven't showed up by your latest check in time. I've received a few of those bookings. Lucky for me the CC's were valid and I could charge and the guest showed up. But I believe that guest are required to enter valid address and contact details when booking via booking.com and that we as host are entitled to get the correct details, not agoda's details.... A big let down from B.C.

1
Hostería The M…

This is the first time I have received a booking like this. It was a last minute booking… same story as the rest. Agodas address, invalid phone number. I wrote to guest bc it all seems strange but no reply. Waiting now to see if they show up today or if it’s a no show. 

1
Eddy Susanto

Sorry to hear.  A small update from my side... For those who might have their hotel appear on Tiket.com (3rd party site), you might receive bookings from them with the same address as Agoda. So, there is no real way to determine where the guest is from. I have also noticed that our hotel doesn't show up correctly on their site. Images and amenities are missing, details incorrect, etc. We have complained (it took a few weeks to finally get a response) and the only way to fix it, is to sign up with them. Super sneaky

1
Eddy Susanto

@Sergei  Do you think we should open a new post about this, so that someone will assist us with the running issue of Agoda bookings? 

1
VisitZagreb Ap…

We had the same issue, the same address several time..allways no show. The issue is that booking.com in this particular situation do not help the owners at all. Like I'm talking to robots "we can't cancel the reservation". Really? Even if its fake address, fake phone number, guest is not answering and hundreds of fake bookings came from that address all around the world? 

Maybe booking,com could for instance pay for that no show reservations that they do not want to cancel despite the warning? Maybe booking.com can offer to the apartment owners option to cancel let's say 5 reservations during the year without explanation? But no, "we can't do anything, we know that we both loosing profit but that's the situation now". 

Eddy, I fully support new post.. 

 

 

1
Patrricia Rossi

I have the same problem. Same adress and people look in my country, but adress and phone not correspond... It look like its Fake account

They didnt show either

1
Kathy and Larr…

I have just asked Booking.com to disconnect from any other partner booking our bed and breakfast because of this Prudential Tower, Bangkok address in Thailand.  The phone has no voicemail and they are required to call us with an arrival time and we are still waiting for them tonight.  It is almost 8 PM.  Their credit card did go through.  I hope they don't try to stop payment.

We are in Sedona.  Has anyone had this King Koehler show up?

1
志成 楊

I got a booking like that too , and seem no one can help.

I ask for agoda, They ask me go back to booking CS.

And 4 days now , booking.com has no reply and help .

On the cancel option , it is only cancel by the customer request option . Should I use this to cancel ?

5
Ismini Karali

you can , but be ready to cancel without fees and of course, this works only if guest confirms it

1
Pradeep Swaminathan

I too am facing bogus bookings and guests not arriving

in the process I am losing lot of money

 how do we stop this

pradeep

yelagiri villa

 

 

 

1
Dave Jolly

I just had my first bogus booking from this Bangkok, Thailand address yesterday.  Same as everyone else, but the frauster texted beforehand to tell me she was working in another city.  She asked for the address of my lodge and I sent it.  Three hours after check in she called saying she was in the other city and couldn’t find my lodge.  When I explained that she was in the wrong city, where she was from and what she was doing she got very upset.  She said she had no money to book another room, which I replied “that doesn’t sound right”.  Needless to say she never showed up.    

Today she texted me and sent me a screen shot of her reservation; the booking number didn’t match, the city was wrong and there was a 0.0 star rating.  It looked fake.  She then threatened to call the police if I didn’t give her a refund.    

I called Booking.com and they confirmed that it was a booking made through Agoda and the proper address of my lodge was not the city in her screen shot.  They advised me not to contact this person again because I marked them as a no show and reported the reservation to Booking.com.

The fee for the room is still being charged as far as I know, but has not yet been deposited into my account.  

The best thing to do is to report them to Booking.com and the Anti fraud department: https://antifraudcentre-centreantifraude.ca

 

1
Dave Jolly

As an update to my previous submission.  When I marked the reservation as no show in the extranet I was open to open the room up again.  It is now bookable