Hello, we recently stayed at the Nap hostel in Hong Kong. We arrived at our pod booked...

GetHuman-siwanjoi's customer service issue with Agoda from March 2019

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The issue in GetHuman-siwanjoi's own words
Hello, we recently stayed at the Nap hostel in Hong Kong. We arrived at our pod booked and realised it was not suitable for two of us. We could barely lay down next to each other. There was only one towel provided as well as one set of ear plugs*eyemask. There was no staff at the hostel other than the cleaner for our entire stay and had to contact through whatsapp. When we whatsapped in the morning to ask if we had been allocated the correct room they replied with yes and that the dimensions were given on agoda at the time of booking. We asked if we could cancel the remaining two night and get our money back for those two so that we could book elsewhere as it was not suitable for two people. The hostel refused a refund and due to not having enough money to pay for another place we decided to try and sleep in this pod for the remainder of our stay. On our last day I purchased a tape measure to check the dimensions that were given as I could not believe that the bed was ***cm in length. When I measured the mattress was ***cm in length but as there was a wooden panel obstructing use of all of this space we could only use ***cm of the space. When we contacted the hostel regarding this but they could not give a reasonable explanation. At this point they asked if we would like a refund on the last night and find somewhere else to stay. This was at an unreasonable hour to find alternative accommodation. As this pod was only suitable for one person I would like **% of my money back. I have wasted a lot of time already having to deal with a hostel that lied on their advertisment of the pod and continuously lying when I raised the size of the bed. We did not receive the service that we paid for and it was very difficult to speak to anyone about this at the hostel. I do not believe the hostel should be allowed to advertise this for two and that all of the dimensions should be corrected on your agoda site. From my point of view what they have done is fraud and it completely effected our holiday in Hong Kong. I have video evidence of the correct measurements of the bed as well as the measurements given on agoda when I booked my pod. I would appreciate a reply as soon as possible with regards to this matter.
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Agoda

Customer service issue
Reported by GetHuman-siwanjoi
Mar 12th, 2019 - 5 mons ago
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GetHuman-siwanjoi started working on this issue
Mar 12th 9:52am