How to Cancel Your Hotel Booking on [Refundable and Non-Refundable] with Sample Letter

By Lyza Paloma March 13th, 2020 Posted in Guide for Filipinos, Travel Blog 22 Comments

Many travel plans can get canceled though we planned it so well, sometimes we have no choice but to follow orders for our safety. If you ever booked a hotel through Agoda, then here’s a guide on How to Cancel Your Hotel Booking on Agoda.

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Currently, domestic travel through land, air, and sea are suspended in many parts of the Philippines. Tourist spots and cities also have been closed. Many plans have changed, and some paid for hotel bookings, here’s how to cancel them and get a full refund.

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Cancelable Bookings

If you have a booking that’s cancelable and in the terms and conditions it says that there won’t be charges, then it’s going to be easy. I’ve done this for visa application, print the hotel bookings, and show them as proof then cancel it before the date.

STEP 1: Go to the Agoda website.

How to Cancel Hotel Bookings on [Refundable and Non-Refundable]

STEP 2: Sign in using the account you used.

STEP 3: Go to “Manage Booking.”

How to Cancel Hotel Bookings on [Refundable and Non-Refundable]

STEP 4: Select the booking you want to cancel and cancel it. You are done!

STEP 5: You will receive an email that your booking has been canceled.

How to Cancel Hotel Bookings on [Refundable and Non-Refundable]

You could also check your email and look for “Manage My Booking” and cancel your booking.

Non-Refundable Bookings or Bookings with Cancellation Fees

If you have a booking that has terms that it’s not refundable or that you won’t be refunded the whole amount, then you may contact customer service or email them.

Customer Service Numbers

How to Cancel Hotel Bookings on [Refundable and Non-Refundable]

What to do during Customer Service Call

STEP 1: Prepare your booking details (Agoda Booking ID) and the last 4 digits of the Credit Card you used. Prepare also the reason for your cancellation e.g. the proclamation number or any reference.

STEP 2: Dial the number and wait for the agent. Right now, it’s usually busy due to the high volume of calls, so you have to be patient.

STEP 3: Tell the agent you’re booking details and the information he or she may need. The agent will forward your concern to the hotel and might ask you to proof of travel restrictions.

STEP 4: You will be given a refund through Agoda cash, or the payment will be reversed in your Credit Card.

Through Email

You can email:

What should be in the email? Here’s a format you can use in case the reason for your cancellation is the coronavirus outbreak.

Subject: Request for Refund due to [Coronavirus Outbreak]

Good day.

I am *insert your name* with Agoda Booking ID Number *insert booking ID.*

I booked *Hotel Name* for *insert dates*, *insert reason, e.g., due to the community quarantine or coronavirus outbreak,* my/our travel plans would not push through for safety purposes. I would like to cancel my booking and ask for a full refund. I have attached the travel restrictions and announcements for your reference.

(It’s recommended to attached travel restrictions or bans, a declaration that the spots are closed, community quarantine announcement by the government, etc.)

Hoping for your response and consideration. Thank you very much.

Best regards,

Your Name


Wait for the response of the Agoda customer service with regards to your booking and refund.

Email Through Website

You can cancel your hotel booking on Agoda through their website to email them.

STEP 1: Prepare the booking details.

STEP 2: Proceed to this part of their website. Choose “Accommodation Booking,” then “Other” and click “Show more options.”

How to Cancel Hotel Bookings on [Refundable and Non-Refundable]

STEP 3: Click the “E-mail Us Option.”

How to Cancel Hotel Bookings on [Refundable and Non-Refundable]

STEP 4: Type in the details and review it. Don’t forget to write something related to “Coronavirus” on your inquiry to make it much easier. Send email.

STEP 5: Wait for the response of the Agoda customer service with regards to your booking and refund.

I hope this guide will help on how to cancel your hotel booking on Agoda and getting a refund.  You need to be patient as many guests want to cancel their bookings, too. You might wait for a day or two. If you have more tips or any questions, feel free to comment below. Good luck and keep safe!

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About the Writer

Lyza Paloma

Hey, I’m Lyza! I once was a person who just imagined going to places “one day” but decided to pursue my dreams. My first travel abroad was in Japan, solo, last 2018, and fell in love with the journey since. I’m aiming to visit 10 countries before turning 30 and 2 new places in the Philippines every year. Besides traveling, I love organizing trips, photography, reading, and making new friends. Follow my adventures through my Instagram.

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22 thoughts on “How to Cancel Your Hotel Booking on [Refundable and Non-Refundable] with Sample Letter

  1. Hi! If i had a booking during the lockdown and i wasn’t able to cancel it, are there any chances of having a refund?

  2. I cannot cancel reservations thru online site. I Need to talk with a live person. Cancel at Planet Hollywood Resort and Casino in Las Vegas for June 5th thru June 8th.

  3. I received a reply from agoda that the hotel that i booked was not cooperating with the refund but when I emailed the hotel they advised us to communicate with agoda because they cannot do anything on our booking. What can we do now? Thank u in advance.

  4. We cancelled a booking and was told the motel took the funds after the cancellation and will not refund the money what can we do now

  5. I’ve tried twice to get my money back and Agoda claims the hotel is not cooperating. It is not their choice. Friends who booked through other agencies got their money back.

  6. On Mar 13th at 12:00 am you billed me for 283.85 CND. Why? My account shows that I never had bookings with you. Will you please reverse this charge.

  7. hi there….your post and advices on cancellation of non refundable bookings with Agoda was a big help for our group…my friends and I (12 pax) have planned this trip for a year and this corona happens…which when i verified with my travel insurance is not covered under epidemic. thanks to you that we were able to refund on our Rome hotel…but the thing is our Amsterdam Hotel which is Singel wont allow refund nor rebook since according to them its a non refundable booking. just the same we were able to refund with Tritone Top in Rome which is non refundable too. we’ve been appealing to Singel but they wont entertain us…this is not a simple amount of money coz it costs 1,800 euros. i have also elevated the complain to agoda customer service but it seems that they wont reply. what do we do with our dilemma

    1. you’ll just need to wait for Agoda to reply. With a lot of customers, they are serving right now, it will take days for them to reply to you.

    2. I also have the same problem like you for my Amsterdam hotel (one of the Accor hotels) booking in Mid April! No cancellation+refund for non-refundable bookings. But can change date till end of this year. But my parents who are in their mid-70s feels it’s not safe to travel this year. Requested to change to May next year. They won’t entertain as per Agoda. When I called the hotel, they say they won’t entertain any request from me as I booked through Agoda. Next time never use Agoda… 3rd party Travel websites sucks

      1. I agree with you. Agoda sucks. They have gotten the commission and just refuse to step forward to help us claim back our money. I have a booking for novetel Bangkok Platinium pratunam. Agoda also push the blame to Bangkok saying that they refuse to refund. Agoda is not helpful in doing this. Likewise with the hotel they are working with. Service sucks

  8. Thank you very much for this. After stressing about our booking for almost 2 weeks, these steps helped a lot. I was able to email through gmail and through the website. But the customer service line was the most helpful. Thank you again, I appreciate this very much!

  9. HI< i booked a non-refundable booking for Thailand this April, would they accommodate a date change at least? is it best to work with the hotel directly or through Agoda? thanks Heather

      1. Hi, I have the same problem. Per Agoda, it is company’s decision not to refund since booking is a non-refundable. Explained that MM is in community quarantine, but they still refused. =( I really don’t know what to do.

  10. This has been very helpful. We’ve been stressing over this for the past few days as we already lost a lot of money over pur cancelled japan trip and now the travel restrictions here in manila. Thank you very much!

    1. I have booked a Arabian Bay Resort by Agoda and also already paid ,but I choose the resort without free cancellation. I want cancel it and get refund back because covid-19 cases happen now . What should I do ?

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Written by Lyza Paloma

Lyza is a native of Leyte who spent 10 years studying and working in Cebu before working for Two Monkeys Travel. She decided to stop daydreaming and started to pursue her dreams of traveling to the Philippines and the world. She has already been to 4 countries in Asia and 18 provinces in the Philippines. She’s flexible and can travel solo, with friends, or family. Besides traveling, she loves organizing trips, photography, reading, and making new friends.

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