Ruined Valentine’s Stay – No Support from Agoda
I made a reservation through Agoda for Valentine’s Day after seeing that the hotel was advertised as “new” with positive reviews. Unfortunately, the condition of the room was completely unacceptable and did not match what was represented on their website. The room was in very poor condition, and we immediately documented everything with photos and videos to share with both Agoda and hotel management. When we contacted Agoda for assistance, we requested either a full refund or to be transferred to a different hotel. Not only was our refund request denied, but we were told we would have to pay nearly double our original booking price to move elsewhere. To make matters worse, the customer service representative hung up during the call. As a frequent customer, I am extremely disappointed in the lack of accountability, support, and basic customer care. The experience was stressful and completely overshadowed what was supposed to be a special Valentine’s celebration. I expected far better service and resolution from Agoda.