Bryan W.

Dear Fellow Patrons of Agoda,

I write this review in hopes to deter any of you from booking through this platform to save yourselves from the horrible experience we have gone through.
After booking a room at Estadia Hotel through Agoda for 2 nights from 30Nov-2Dec 2018, we found a same room on booking.com, inclusive of breakfast, but at a much cheaper price. The gravity of their deception and adamant refusal to admit that we have indeed found a booking for the same room at a cheaper price with all the evidence against them should be a strong enough reason for me to turn your heads away from this site. However, I understand the need to paint a clear picture and cover both sides of the story. Hence, I have attached the 2 bookings since a picture is worth a thousand words, much less 2.
Naturally, the first reaction upon finding a cheaper option, we tried to call Agoda. After waiting on the line for 2 whole hours 3 days in a row, our call was finally answered. (In between, we tried reaching out to Agoda via Facebook Message but it is evident that they have decided to ignore our case when they left us on read.) The nice lady on the other end of the line then instructed us to apply through the claim form on their website. After filling up the claim form multiple times, we were brick walled by the same reply multiple time, stating that the:
-room size is different
-bed type is different
-provision of free breakfast is different
-cancellation policy is different
-provision of free bike rental and shuttle service is different
By the 3rd rejection, we were well on our way to Malacca. Once there, we got the hotel to confirm the room types for both sites and have appended their letter in this review.

1. Room Size is Different
From Agoda: Please be advised that twin bed 2 single beds, city view, non-smoking, free wifi and the size of the room is 22 m2/237 ft2/ Please be informed that the Screenshot sent to is for the Estadia Deluxe
Aside from the obvious deviation from a standard reply leading to a typo in the email, the room on booking.com is stated as a deluxe room while the room on Agoda is a twin bed room, upon inspection of the hotel website, it was evident that there is no twin bed room provided by the hotel which left us worried if we had been scammed. However, the hotel has stated that both the rooms are the same as stated in the letter.

2. Bed Type is Different
From Agoda: Please be advised that twin bed 2 single beds, city view, non-smoking, free wifi and the size of the room is 22 m^2/237 ft^2
As with above, we requested for the hotel to join the 2 single beds in one of the room and left the other as it is to prove that it is indeed the same room. Regrettably, we did not take pictures of the room, however for those familiar with Malacca, we shall state for the purpose of fairness that the room was facing Jln Melaka Raya instead of the shopping centres on the other side of the hotel, city view or not, you decide

3. Provision of Free Breakfast is Different
From Agoda: Free Breakfast is provided
Admittedly, this point is different from booking.com since booking.com does provide breakfast while agoda does not. However, on this premise, it infuriates us that the staff of agoda dared to bring this point up, as if we are expected to pay more because something is not provided.

4. Cancellation Policy is Different
From Agoda: Same Cancellation and Amendment policies
Booking.com allows for free cancellation while agoda does not. As with above, this point is different, but expecting us to pay more for a service that you did not provide has, at this point in time, become a classic for agoda

5. Provision of Free Bike Rental and Shuttle Service is Different
From Agoda: Please know that your confirmed agoda booking includes free shuttle service and bike rental. While the rates you foundon other website does not.
Aside from the obvious deviation from a standard reply leading to a typo in the email, the hotel has confirmed that free shuttle service and bicycle rentals are provided to all guests upon request.

Estadia Hotel is a wonderful hotel in Malacca strategically situated between the malls and street food. With warm staff and sheltered linkways between the malls. This hotel has been a go-to for my family since its completion a few years ago and I would highly recommend any visitors of Malacca to have a try.
I understand that social media is a double-edged sword and naturally posting this would put me at a risk of being "flamed", hence I leave it to all of you to be the judge and I hope that this review has helped you to think twice about booking through agoda.