Guest User
May 23, 2024
I know this hotel. I stayed here before. What could go wrong? Everything. We booked a room for 20 days online through Agoda and paid a month in advance. When our employee came to the hotel after a 24h flight they said they are not letting her in the room. That they can't find Agoda's payment and we should send proof of payment. I found it strange, but we did. Hotel receptionist said it's not enough and we should call Agoda (which is their agent) and sort it out with them (we already paid and had confirmation from them). Receptionist was completely unhelpful and unable to answer what information do we need to provide nor what I should "sort out" with Agoda. But I called Agoda. Again, they confirmed our payment but couldn't reach the hotel. Our employee was waiting in the lobby for hours after a 24h flight. Nobody on the hotel side was doing anything to assist or resolve the situation. We finally asked Agoda to refund us (which they did in a matter of minutes). We booked a different hotel. No apologies, no effort, no explanation. I've stayed at the Old Bank Hotel before, so have colleagues from our company. If this is how they treat regulars, how will they treat you?