All you need to know about bookings

In this article, you will find information about our bookings and how they get generated

Agoda provides instant bookings to the guests, therefore you have to keep the rates and allotment up-to-date all time.

Included topics:

• How do I get the booking vouchers?
• How is the total amount calculated?
• How can I reply to a special request?
• How do I know if there is a cancellation?

We list your property on our website if all of the below criteria meets:

1. the property is bookable
2. there is a room available
3. there is rate loaded

How do I get the booking vouchers?

Once a booking is made on your property, the system will automatically send an email to you with the booking voucher. In case you are working with channel manager, you will receive the booking in your PMS as well.

You can also monitor your bookings in our extranet under Reports tab in Bookings.

Find more detail here about how to acknowledge the bookings.

Important information

• If you don't receive the booking in your PMS, please contact your channel manager and also your Agoda Manager for further assistance.

How is the total amount calculated?

Agoda does not send any invoices. We deduct the commission from the total amount paid by guests. 

Reference Sell rate = total amount paid by guest

Net rate = total amount without commission

On the right-hand side of the voucher, you can see if there is any other discount applied (promotion, rate channel)

How can I reply to a special request?

In case you receive special requests from a guest, and you would like to contact the guests you need to reply the provided email address under Customer Notes at the bottom of the voucher.

How do I know if there is a cancellation?

Once a cancellation has been made by a customer, the system will automatically send an email to notify you, with details of a booking and a request link to acknowledge a cancellation request.

The cancellation fee may be charged based on the cancellation policy that you set up.

Important information

• If you have booking issues e.g.: can't charge the UPC or other related booking issues. please send your inquiry with Booking ID to our Customer Service team as they are the ones who deal with the booking issues.
• The Customer Service team can be reached via e-mail at [e-mail] or via phone at [phone]