Cancel Agoda: Easy Method

What is Agoda

Overview

Agoda is an online travel agency that sells hotel rooms and other accommodations globally, including listings accessible to New Zealand travellers.

Bookings are made through Agoda's website or mobile apps and are subject to the supplier terms shown at time of booking.

Service scope

Agoda acts as a booking platform and intermediary between travellers and travel suppliers (hotels, hosts, etc.).

Cancellation, refund and other conditions are set by the booking confirmation and the supplier terms shown when you book.

How to cancel Agoda

Cancel via website or app

• Open your Agoda confirmation email and note the cancellation deadline shown (commonly 14 days prior to arrival).
• Go to your Agoda account or the booking link in the confirmation, select the booking and choose "Cancel booking" before the deadline.
• Cancellation rules are the same whether you booked on the website, iOS app or Android app.

If you cannot cancel online

• Check the confirmation for contact options and the supplier's terms; some bookings list how to contact the property directly.
• If online cancellation is blocked or you need assistance, contact Agoda support and keep records of your requests and any error messages.

What happens when you cancel

Booking status and access

Once you cancel within the permitted window the booking status will update to cancelled and the property should be notified by Agoda or the supplier.

If the booking is non-refundable or cancelled late, the supplier may charge the penalty shown in your confirmation.

Records and account data

Agoda retains booking records and cancellation confirmations in your account and in their system for customer service and accounting purposes.

Keep screenshots or saved emails of the cancellation confirmation as evidence in case of disputes.

Will I get a refund?

Standard refund policy

If you cancel before the due date shown on your confirmation (commonly 14 days before arrival), Agoda normally processes a full refund (100%).

Refunds are usually processed within 10 days of receiving the cancellation request when you meet the eligibility conditions.

Exceptions and penalties

• Some bookings are explicitly non-refundable under the travel supplier's terms; no refund will be given in those cases.
• If you cancel after the deadline, shorten high-season stays or breach terms, a penalty (often one night or other fee) may be deducted from any refund.
• Agoda may refuse refunds or cancel bookings without refund if it suspects fraud or you breach Agoda's Terms of Use.

See Agoda's refund and policy pages for the exact terms: Agoda Refund Policy.

Agoda plans and pricing

Overview

Agoda does not operate a paid subscription service in New Zealand for standard users. Pricing for bookings is displayed per listing at time of sale.

Loyalty tiers are earned by booking activity rather than by paying a subscription fee.

Loyalty tiers

Agoda's VIP program has tiers such as Silver, Gold and Platinum that are achieved through booking frequency or spend.

These tiers provide potential perks but are not paid memberships or recurring charges in New Zealand.

Your consumer rights in New Zealand

Statutory rights

Agoda's commercial cancellation policy does not create a general 14-day cooling-off right under New Zealand law for bookings.

Statutory rights under the Consumer Guarantees Act (CGA) may still apply where services are supplied.

When the CGA may help

• If the service is misrepresented, not supplied, or lacks reasonable care and skill, you may have remedies under the CGA despite Agoda's terms.
• Keep evidence (confirmations, messages, receipts) to support any CGA claim or dispute resolution request.

Agoda's terms cannot override mandatory consumer protection laws in New Zealand.

Customer experiences

Positive feedback

• Many users report straightforward booking and easy reservation updates or cancellations when following the confirmation terms.
• Some travellers find Agoda's prices competitive compared with other booking platforms.

Common complaints

• Frequent reports of misleading availability or last-minute booking failures and some alleged bait-and-switch cases.
• Numerous reviews cite poor or slow customer service and difficulties obtaining refunds even when users believed they qualified.

Trustpilot feedback in New Zealand shows low satisfaction for some users, so keep records and document all interactions.

Documentation checklist

Essential documents

• Agoda booking confirmation email (showing cancellation deadline and supplier terms).
• Payment receipts or credit card statements proving the charge.
• Booking ID or voucher number from the confirmation.

Supportive evidence

• All email or chat correspondence with Agoda and the property, including timestamps.
• Screenshots of booking pages, errors, or blocked cancellation attempts.
• Supplier terms or hotel policies referenced in the confirmation.

Common mistakes

Missing the cancellation window

One frequent error is assuming you can cancel anytime; many bookings require cancellation before the deadline (commonly 14 days) to avoid charges.

Always check the cancellation due date shown in the confirmation email rather than relying on general assumptions.

Assuming statutory cooling-off applies

Many customers assume a 14-day statutory cooling-off period applies to online bookings; Agoda's terms are commercial and do not grant a blanket NZ cooling-off right.

If you believe statutory rights apply (e.g., misleading conduct), gather evidence and consider raising a dispute under NZ consumer law.

Comparative recap

Quick comparison

Takeaway

Compare cancellation terms before booking, save your confirmation, and act before the cancellation deadline to maximise refund chances.

If you face problems getting a refund, escalate with evidence and consider NZ consumer protections if applicable.

After cancelling

Immediate steps

• Save or screenshot the cancellation confirmation and any reference numbers immediately after cancelling.
• Monitor your bank or card account for the refund; refunds are usually processed within 10 days if eligible.

Escalation and links

• For Agoda policies and refund details see: Agoda Refund Policy.
• For Agoda Terms of Use see: Agoda Terms of Use (New Zealand).
• If unresolved, keep your documentation and consider contacting your card issuer to dispute a charge or seek advice under NZ consumer law.

Address

Corporate mailing address

Use this address for formal complaints or written correspondence related to Agoda (Booking Holdings).

Agoda Company Pte. Ltd., 30 Cecil Street, Prudential Tower #19-08, Singapore 049712

Notes about local addresses

There is no separate public New Zealand postal cancellation address listed; use the corporate address above for formal grievances.

For faster resolution prefer online cancellation and keeping electronic records as primary evidence.