Helping your guest

If your guests need to contact us, please ask them to visit our Help Center.

Via the Help Centre, we can help your guests in their preferred language. We can give them the information they need to manage their booking themselves or advise them to contact our Customer Service team by email, live chat or phone.

Please don’t share with your guests the contact details you use to get in touch with us — we can’t help guests who contact us this way and this is likely to result in a slower, less positive experience for both you and them.

Booking-related assistance

For booking-related issues such as amendment, cancellation, guest contacts, and refund: Email and state the Agoda Booking ID.

Exploring Agoda Partner hub

We created the Agoda Partner hub to cover any questions you might have.

  • Search for the topic you are interested in using keywords here.
  • Browse some tips & tutorials by topic here.

In case you need further assistance, please send us a message from YCS.

Sending us a message

If you need assistance with YCS platform, payment, website content, or rate calculations, you can send us a message by following the steps below:

  1. Log into YCS.
  2. Click on “Need Help” button located in the bottom right corner.
  3. Click on “Partner support center”.
  4. Choose the support category:
    • A booking or reservation: choose this category if you have questions about the booking process or a specific booking. If you’re getting in touch about a particular booking at your property, don’t forget to include the Agoda Booking ID in your message.
    • Payments: choose this category if you have questions about your payout, payments by, virtual credit cards or your bank account details.
    • Rooms and rates: choose this category if have questions about prices, availability, or other information in your Agoda property listing.
    • Extranet account settings: choose this category if you need assistance with YCS extranet admin access, passwords, or Channel Managers.
    • Registration/Contract: choose this category if you have questions about business details, add/remove properties, or contract terms.
  5. Tell us more about the issue and click “Continue”.
  6. Insert your name and contact information.
  7. Click “Submit”.
  8. Your request is then well received! We will notify you once the issue has been resolved, or if we need additional information via email.

Refer to the images below for the end-to-end journey!

For certain types of requests, you may receive an email with links to relevant troubleshooting articles. (Refer to the screenshot of a sample email below)

We hope these articles are able to help you to resolve the issue.

However, if you need additional help, simply respond to the email with additional information and we will respond as soon as possible with more detailed assistance.

Contacting us by phone

You can call us if you have an urgent question about your property or partnership with us. Follow these steps to find a dedicated phone number to call:

  1. Log into YCS.
  2. Click on Need Help button where you would find the phone number to call, or
  3. Click on the Partner support center to find the phone number.