Imagine you're going to a restaurant, you order the seafood platter, and what you're served is two shrimp on a plate. You then complain to the restaurant that the food you were served is not what was on the menu. the response you get from the manager is that they did not print the menu and therefore, it's not their fault and there is nothing they will do. You pay the full price for something you didn't order. Most people would be annoyed by that situation, and that's exactly what happened with our reservation and how Fabio, the duty manager, handled the situation. We booked a frontal sea view from Agoda, but what we got was a side sea view with a frontal view of the highway, and bushes. We were later told the room we booked didn't even exist and that it was Agodas fault. When we informed the staff and spoke to both the manager Fabio and his colleague, we were met with zero understanding, and no customer service, at all. Even the colleague giggled in front of my girlfriend when they were discussing the issue which lacks professionalism. Later when I addressed this, Fabio said: ”no, that's not true, I heard the conversion” - he was sitting in the back of the office and was not present. It was even mentioned that they would be able to help if the booking was made directly with them - even know they couldn't explain how. The manager, Fabio, was trying to explain that it wasn't his fault, explain how the booking process worked - repeatedly - while taking zero responsibility or at least trying to find a solution - instead we were met with ”it's not my fault” ”we can't do anything” ”you need to make a complaint with agoda”. Overall, he was not interested in finding a solution that worked for both of us. We didn't even recieve an apology. This situation could have been handled so much better if Fabio had any understanding of customer service, specifically within hospitality. We had a confirmed reservation, everything was booked and there had been a mistake between their partner and the hotel - this is in no way the customers fault. I've since read a review from a year ago of someone with a nearly identical experience. Do not stay at this hotel. They will scam you and offer zero hospitality.
Very Good
68 Reviews