Mavis y.

On 19th Jan 2018, I was travelling to Hong Kong with my parent for 2 nights. As I knew the room in Hong Kong is small so I booked 2 family rooms for 3 adults. When I checked in, the receptionist kept repeating "family room" with their own language (maybe Hindi) which I do not understand. After a few minutes, the guy who standing besides the receptionist asked me how many people is with me, I answered there are 3 of us. After 10 minutes, they passed me 2 keys tab and told me the rooms are located at 6th floor (the reception at 16th). At that time, I felt very strange on their behaviours because I saw people who checked in before me were lead by their staffs but I was not. However, since this is not my first time to live here (yes, this was my second time lived in Chung King Mansion) so I was able to find my way to go down. When I opened the door, this is double room not family room. And, I went to check another room, it also is a double room. So I was given 2 double rooms instead of family rooms without any informing!

So, I went back to the reception (I climbed 10 floor of staircase as the lift is not stopping every level) and argued. The guy was approaching and asking:"there are 3 of you right" "yes" " then the double rooms are correct" "but I paid for family rooms not double rooms" Then, the guy went back to counter and talked with another women in their own language. After a while, the guy came back and said that was their mistake as they only reserved 1 family and 1 double room (they totally did not mention it when I checked it) he asked 3 of us to squeeze into 1 family and he will refund half of price. He showed me that Agoda will give them HKD1960 from my booking, so that he can refund me HKD 980 (but I paid Agoda S$390.25 with the exchange rate that I got from money changer is 5.8, so I should get HKD1132 from them). He also showed me how "big" of family room, it's just 2 king size single beds! I said this is impossible to us to stay, so I want at least 1 family room and 1 double room and the hotel should refund half of the price to me. He said not possible because Agoda is holding their money for one month so they cannot refund (he changed his mind after talked with the women (not receptionist), maybe that women is main person in-charge but English not good) and he asked me cancel this booking and went to find another hotel as the hotel was fully booked and he really cannot give me two family rooms. He said their hotel rules are not refundable but he will tell Agoda to refund me (I'm pretty sure that he will tell Agoda I did not show up because there was no evidence to show Agoda I was there if I really walked away that time). I rejected his suggestion as I suffered an exchange loss even I got refund. So I asked he could give me 1 family and 1 double for first night. He promised he will give me another 1 family room on my second day.

So, I went back to reception to checked out the double room to get their promised family room. I was in reception at around 9am and the guy talked with me was not there, only the women and another guy. I said I want to check out the double room and get the family room, the women asked me sit down and wait a while. After 10 minutes (there is no other customer at reception and they were sitting there doing nothing), I was a bit angry so I went to the counter, they asked me to wait for the guy as he is the one who deal with me. After I asked how long I have to wait, they said he will come at 10am (yes, they was expecting me sitting at their reception for 1 hour and do nothing). I was so angry and told them why I have to keep waiting? Why their mistake becomes my problem? They just kept saying ask me to wait for the guy, he will come at 1030am (yes, they changed the timing again). So I asked:" what time the guy will come? Just now you said 10am now you said 1030am, what's the real timing" "it's around 1030am" answered by another guy who were sitting with the women. "So its confirmed 1030am" "yes" "ok, then I will come at 1030" so, the women was sitting there without saying anything but showed me her black face.

So, I went back to reception at 11am (just in case the guy still not showing up at 1030am) and I gave the guy the key for double room. Within 5 minutes, he gave me another key and told me it's located at 6th floor and nothing more. Then, I went and checked it's another double room! I really fed up to climb another 10 floor and argue, and I believed they will tell me same story as Agoda is holding their money so that they cannot do anything. Also, I already wasted my whole morning for nothing, it's really no point for me going back to see their black faces with no respond! They absolutely no intension to give me another family room since I tried on my first day.

So, I decided to make a complaint to Agoda and asked for a refund since hotel claimed Agoda is holding their money. I emailed my situation in details to Agoda, they replied that they will investigate my case and give me an update. So after few days, they said they checked with hotel and there was nothing wrong from hotel side as the price of double room is higher than family room. Out of goodwill, Agoda willing to give me U$35 gift card to me. I very disappointed and replied that the gift card is useless to me as I have no travel plan for future. Then, I received an email from Agoda asked me to fill in satisfactory form. Then I just noticed that my case was closed by Agoda without any efforts from them!

So, I called to customer center and told them I'm not satisfy with their answer, I asked them to investigate again. Then I just realised that Agoda misunderstood that the hotel gave me 1 family and 2 double rooms in one night, so they felt like hotel gave enough compensation to me! From the statement, I knew that hotel gave wrong information and Agoda just blindly follow! After Agoda confirmed that the hotel only provided 1 family and 1 double room, they said they can give S$89.20 in cash. I paid nearly S$400 but they not even to compensate 1/4 of the full amount. Thus, I very angry and asked them to give me proof of posting, and they yet to give me but replied that customer satisfaction will reply me shortly! I think they will close my case AGAIN! Since Agoda so irresponsible, I will advise all Travellers not to book any hotel from them anymore because they will just satisfy hotel side not customer!