bad company

Using Agoda website , I stayed with my family in Hotel Olympial in London for two days


I was very unhappy with the service I received for several reasons:

1- I booked a family room for 2 adults and 2 children few days in advance, and I called 4 hours before checking in and I was told that my room was ready. When we reached the hotel at about 19:30 ,the receptionist informed us that there is no family room and that he did not know anything about our room from his colleague who covered the day shift .I asked to speak to the manager but they told me that this is not possible over the weekend . I talked to Agoda who were not helpful and offered 20 USD gift cards as a compensation for this mistake which I refused.

2- The receptionist told us that the next day we will get a family room and offered us 2 options:

1- Two double rooms ,one in ground floor and one upstairs ,which was very ridiculous because I had 2 children 4 and 8 years old for whom I needed and I booked A family room .

2- a triple room which I had to accept because I am with my family , the room was suitable for three and not for 4 people . It was a very bad night for me and my family.

3- The second day we came back to the hotel at about 19:00 to find out that the family room is in the basement which was very unfamiliar because we have never experienced staying in a basement of a hotel!

4- The room number was B3, below the street level with A window opening directly on the sidewalk, we had no privacy and everybody walking outside could see the inside of our room, in addition to the annoying noise coming from outside. Therefore we had very unhappily to close the window and curtains, while we were supposed to enjoy our staying in a hotel, actually it was like a prison.

5- The room was very dirty and not safe especially for children:

There was fried potato on the carpet between the beds, there were exposed sharp metal nails just beneath the radiator, the walls were dirty, and one of the pillows showed a big stain of dirt, the window frame was covered with dirt ….

Actually it was a very annoying experience in Olympia Hotel, I do not know whose mistake it is?

There was miscommunication between the staff?? Miscommunication between your hotel and Agoda ?? Why there is no manager on duty to address such a problem. the reception were hopleless and helpless and could not solve the problem .
I contacted Agoda on the same day, they were not helpful (there WAS no manager on duty!!)
Over the following few days I tried to contact AGODA BY phone but I could not speak to any body
Because there system did not recognise my details (booking ID and last 4 digits of payment card)
And tried to send an email through their website, but found no option for complaints.
This company lacks reliability and honesty when dealing with customers
I never recommend AGODA or Hotel Olympia to anybody .


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