My name is Dacia Thompson on August ** **** I booked two rooms at the Lord & Morris hot...

GetHuman-dacialov's customer service issue with Agoda from August 2018

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My name is Dacia Thompson on August ** **** I booked two rooms at the Lord & Morris hotel in New York. For me and my sister and our * children. My order number is *********, the amount that was charged to my card was $***.**. *I reached the hotel around *.** pm and try to checking. I immediately realize from the reception’s reaction that she had little knowledge about my booking. * At first she said that I had booked only one room and then she said that they didn’t have any available room with double beds. *In addition to that myself, my sister and our * children had to wait for over half of an hour before we were finally given our rooms. Inspire our long journey from Boston.**Furthermore when we enter our rooms both of them were extremely messy, filthy, dusty and I even found a pill on the floor. Few minutes later my sister had to administer to herself her asthma pump because she reacted to the dust that was on the bed and all over the room that she was in.*After she had settled we decided to go down stairs and inform the receptionist about the disgusting condition the rooms were in. *While I try to explain the condition that room was in to her , she became very rude and aggressive towards me and her behavior was very unprofessional and acceptable. To the point where I requested to speak with her manager because she was being very uncooperative. *The Manager came shortly to speak with me and I became very emotional while I was explaining the situation to her.*I asked her to follow me up the rooms and I showed to her the nasty state that the rooms were in.*She accepted that the rooms were not fit for purpose and that they were not suitable for me and the children and my sister to stay in.*According to the appalling condition of the hotel rooms and based on the fact that our rooms were not being prepared before we arrived and also the my sister got sick because of the dust and also my little * years old nephew life could have been put in danger if he had eaten the pill that was found on the floor thinking that it was a candy.*We had concluded that the hotel wasn’t child friendly enough, and moreover it was evident that the hotel hadn’t cleaned and prepare the rooms throughly before we arrived. Everything was done at the last minute.* Based on these facts of the apaulling condition of the hotel we decided that it was not safe for us to stay the night let alone two. *I went downstairs and spoke to the manger of the hotel about the bad condition that the rooms were in.*Furthermore I explained to her why we had to leave and asked for a refund. *She told me that the hotel hadn’t charged my card and agreed that they would refund me if any charges occurred on my card by them.*Unfortunately what the Manager had told me had turn out to be untrue because I check my account today and the amount of $***.** had been taken out of my account. Therefore I am kindly requesting a refunding of the full amount to be credited back into my account as soon as possible.**I would like to further add that I felt very disappointed and disgusted that me and my family had to suffer in such a bad way. It was very hard finding a hotel that was able to accommodate us on such busy weekend. *It was very stressful for the children because we were walking up and down in a big city that we didn’t know in order to find suitable accommodation to accommodate all of us.*The children were extremely exhausted and some of them were even frustrated. *This experience had left a huge impact on all of us. *Our holiday was ruined because of this experience. *I feel disastfied, disappointed and saddened by the way in which my family and I was treated.** I can be reached at (***)****-**** and *****@***.com

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Customer service issue
Reported by GetHuman-dacialov
Aug 27th, 2018 - 3 years ago
Not resolved
Seen by 21 customers so far
Similar issue to 5042 others
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Phone number on the booking
Booking ID


GetHuman-dacialov started working on this issue
Aug 27th, 2018 2:43am

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