Good day, I am a frequent user making bookings on the Agoda site. I've ALWAYS receive...

GetHuman999137's customer service issue with Agoda from August 2018

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The issue in GetHuman999137's own words
Good day, I am a frequent user making bookings on the Agoda site. I've ALWAYS received the best customer service (previously when a hotel closed for renovations in Koh Lanta and I was not notified, you picked up the issues and kept me informed). I have recommended you to so many friends and family members.**Recently I made two reservations, * for * family members - booking id ********** * - ** August Lana Kriel accommodation at Bangkok City Inn* other booking id ********** * - * August **** for Madelene van Schalkwyk. In both these room the standard are VERY poor, cockroaches everywhere in the room, baby ones as well as big ones. Toilet does not flush properly, hand basin - the water took two days to run out, there were a few multi color hangers in an open cupboard, the floors were not swept every day, not enough toilet paper. The laundry trolley was standing in the passage for * days. I booked an extra bed in my family's room for two nights. The one night when we got back to the hotel, at approx. **:** we did not receive one towel, we had to phone and wait. Once again same story with the cockroaches, we used * cans of pest spray, before we enter the room you first have to wait and then see where they are, disgusting and freaky. **I did not receive breakfast vouchers for the two days I paid for the extra bed, you need to collect the breakfast coupons from Reception, say your room number and they hand you the vouchers.**As my family were still staying in the hotel for a few more days I arranged with reception to make the payment of the second night later the next day. I settled my account at approx. **:** and mentioned to the Receptionist that I did not receive breakfast vouchers. She (receptionist **** Miss Pecharat S. ) was irritated with me and said I must ask for * vouchers, then I said but we do get three bottles of water in the room and they should know how many guests are in a room, it should not be our responsibility to ask (the family member that collected the coupons did not know my breakfast was included, and therefor she did not ask). Then the cherry on top Miss Pecharat said I cannot request breakfast now (**:**) as it is served until **:** the morning, this is not what I requested. When I mentioned I'll inform Agoda, they (front desk staff) had a bad attitude and ignore to assist me. There were no one at the front desk and I asked "could I please get a receipt of my payment for the extra bed". **This is really NOT the standard nor the service I received when making bookings with Agoda. In three weeks I'll be flying to Bangkok for business again, looking forward to your reply on this email as I still need to decide where to stay and which Agent to use.**I'm awaiting your feedback.**Warm regards**Madelene van Schalkwyk
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Agoda

Customer service issue
Reported by GetHuman999137
Aug 16th, 2018 - a yr ago
I have an issue with Agoda too
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Items needed
Email address on the account
Last 4 digits of the payment card
Phone number on the booking
Booking ID
Timeline
GetHuman999137 started working on this issue
Aug 16th, 2018 10:32am
GetHuman999137 indicated the issue is not fixed yet.
Aug 16th, 2018 2:04pm
GetHuman999137 indicated the issue is not fixed yet.
Aug 17th, 2018 1:20pm