Villa de Pico Highland Beach Resort

We arrived there on April 6, 2023, around 8 or 9 p.m., Villa de Pico Highland Beach Resort seemed to have no idea we would be there despite our calling them multiple times. When we got there, we were asked if we had already paid. We said yes, and it was processed through Agoda. They said "hindi pa bayad" you're not yet paid and we were to climb the stairs to meet Juliet. No one assisted us in going up despite carrying lots of heavy luggage. After we arrived, Juliet was busy talking to a foreigner. They were already having small talks not related to the booking. We let her entertain the foreign guest, however, we decided to assert our presence because it has been too long. Juliet kept on saying ito "Bayad", sila "Hindi pa bayad". These are the paid ones, and we, on the other hand, were unpaid. I got frustrated and told her to stop saying we were unpaid in front of the other guesses. I told her the payment has been processed by Agoda, and she said THEY ARE NOT PARTNERS with AGODA. They said that AGODA is passing the booking to *********** which is their partner. I told her I will pay upfront, however, she has to guarantee me that they will refund me in case the Agoda charges go through. She said she can't guarantee that because once again AGODA IS NOT THEIR PARTNER! So why would I pay if they can't guarantee the refund since they said that the payment will go through Agoda and NOT THEM? Finally, I considered paying, however, they are charging 3% of the total amount. They were rude. I said that was not acceptable and they should tell us why is the card being declined. Juliet said in a condescending manner I'M NOT A BANK SO HOW WOULD I KNOW? I finally said just cancel this booking. She said I will be charged 50% and that they don't process canceling. We were so tired, we barely sit down, yet we decided to leave despite knowing we will be charged half of the booking. It was my son's birthday and I felt so much pity towards my son, however, I cannot also spend my son's birthday in a place that treats us like this. We contacted AGODA through chat. Agoda said the same things and we agreed. That's why I'm surprised to see the full amount charged to my credit card. The credit card they claim was declined. I demand you to refund me the other half. We already canceled and you never apologized. You even blamed us because the booking could've been given to somebody else. You could've anyways. You're not aware we will arrive. Unlike other resorts or hotels we've been through, you never sent us any welcome messages through Agoda. It seems that you're not really aware. And you keep telling us we're not paid so how come it's your loss when in the middle of the night during the peak season we had to look for another hotel to stay in? Return the other half of the money. That's the least that you can do for the troubles you put us through.