As a seasoned traveller, this was one of my worst stays in Reddoorzs (Ustay) Jakarta; mainly due to the intransigence of Agoda, lack of communication, fobbing off and apparent lying. All these allegations are similar to Trip Advisor reviews. With this evidence, who would want to use Agoda? A big risk. Watch out for its cancellation policy i.e. no cancellations without losing your money!!! The room was nothing like the photo on Agoda’s web site – spacious with good, soft furnishings. It was, cramped, very poor, being basic and “Spartan” (low “Budget backpacker” standard) and highly misleading, an illegal misrepresentation and very poor value for money. The shower room was old and in need of renovation, with a stained toilet, a half roll of toilet paper and no boxes of tissues. The Wi-Fi was very slow and down (inoperative) for three of my six days. No safe, fridge, rubbish bin, quilt cover or tea making facilities (basic in better hotels) The only positives were instant hot water and receptionist: Vrilla who was patient, helpful, pleasant and spoke reasonable English Extremely disappointed, I wanted to cancel so I spoke to the Regional Manager of the Reddoorz Ustay chain. She said that they would give me a full refund. To be assured I spoke to Agoda as they were holding the payment off my credit card. The Agoda staff “support” member was “soft” and reassuring but said that she would contact the hotel and ring me back. They did not, so I rang again – I wanted a clear decision. Yet more delay. Eventually, I got an email saying that they would look into it. The days were ticking by and I felt that I was living in limbo and the saga was making me Depressed. It was like living in a prison. With no response, I spoke to them again. Predictably, yet more delay. After several more emails, Agoda said that Reddoorz was refusing to do a refund, contradicting the Regional Manager who WAS going to refund me. So, who was telling the truth? Thus, I felt Agoda was extremely unhelpful with extreme delays, very poor communication and customer care. I felt fobbed off and told lies!!! Agoda appears to be only interested in ”The Money” and not the care and interests of the travellers!!! Were all the delays a strategy to avoid refunding me? Is there any legal redress? I complained to Rita (Regional Manager) but received no reply. A usual corporate strategy for complainants, these days,
Excellent
159 Reviews