Extremely Disappointing Stay
Extremely Disappointing Stay — Kingston Hotel 4 @ Hulo Bukit Bintang I booked a 2-night stay through Agoda, from 11–13 October 2026, and this was an extremely disappointing experience. We specifically requested a high-floor room but were eventually assigned a room on the first floor. To make matters worse, the actual room looked completely different from the photos advertised online. The room also had a connecting door leading directly into another room, which made us feel extremely uncomfortable and raised serious privacy and safety concerns as two female guests. The corridor was filled with a strong smell of cigarette smoke, and the room condition was far below our expectations. When we requested a room change, the staff repeatedly insisted that no other rooms were available. The alternative rooms he showed us were in secluded locations or had queen-size beds instead of the twin beds we had specifically booked. What made the situation even more confusing was that Deluxe Twin Rooms were still being advertised on Agoda and Trip.com, despite the staff insisting that no twin rooms were available. When we requested a refund, the hotel refused and directed us to Agoda. Agoda then informed us that the hotel was unwilling to approve the refund. The worst part was having to wait at the hotel lobby and repeatedly contact Agoda customer service from after 11:00 PM on 11 October until approximately 4:00 AM on 12 October. Agoda representatives told us to wait for a callback, but despite our numerous calls and follow-ups, we never received the promised call. Our issue remained unresolved, and we could not obtain a full refund. As two female guests who already felt uncomfortable and unsafe, being left waiting for hours in the middle of the night was physically and emotionally exhausting. Neither the hotel nor Agoda provided a satisfactory resolution, leaving us feeling helpless and extremely disappointed. Overall, the misleading room photos, poor room condition, cigarette smoke, privacy concerns, unsuitable alternative rooms, and terrible customer service made this an unacceptable experience. I am requesting a full refund and a proper explanation from both the hotel and Agoda. Paying customers deserve accurate booking information, safe and comfortable accommodation, and reliable customer support when problems arise. I would not recommend this hotel to anyone looking for a clean, comfortable, and pleasant stay. I sincerely hope Agoda and the hotel management take this complaint seriously instead of shifting responsibility to one another.