Tourism agency issues warning as hotels report missing reservations, incorrect details, and price discrepancies
Jun 24, 2025
The Japan Tourism Agency has called on Agoda International Japan, the local arm of the global travel platform Agoda, to address persistent booking issues that have led to numerous traveler complaints and operational disruptions for hotels. Despite Agoda’s pledge to rectify the problems, reports from hotel operators suggest that errors—such as missing reservations, incorrect booking details, and price discrepancies—have continued. The situation has escalated to the point where administrative penalties may be imposed if significant improvements are not made.
Key takeaways
- Ongoing booking issues: Travelers in Japan have encountered problems including missing or incorrect reservations despite having paid through Agoda.
- Government involvement: The Japan Tourism Agency formally requested improvements in March and warned of possible penalties if issues persist.
- Insufficient response: Although Agoda submitted corrective measures in April, hotels like Toyoko Inn report continued issues as of June.
- Resale by partner firms: Problems have been linked to Agoda’s partner companies reselling rooms, often at inflated prices or with incorrect details.
- Hotel warnings: Toyoko Inn publicly warned customers about booking through Agoda and its affiliates after failed resolution attempts.
- Agoda’s stance: Agoda Japan stated that its customer service team responds promptly to booking problems as they arise.
- Potential repercussions: Failure to implement substantial changes could lead to administrative penalties by the Japanese government.
Get the full story at Kyodo News
