As far as I am concerned, the director was totally ungrateful, unpleasant and indifferent to our request. We arrived with a paid reservation invoice and supporting direct debit. But they refuse to give us access to the room because they say they need a “bank guarantee” (which is false because it was a pre-authorization, which means debiting/blocking me the amount of the room And not a bank guarantee, which is just taking the bank card numbers as we were assured.) Because the card provided by the platform was not passed, BUT IT HAD BEEN CHARGED. So we were refused access to the room as if we were thieves. I am then asked to be able to access the room that I must contact the platform myself, what world are we in?? I wonder, anyway... After 20 minutes of calling with the manager who made no effort on the phone I decided to contact Agoda. Fortunately I called (for her) otherwise we would never have had access to our room. PS: The Agoda platform confirmed to us that it was absolutely inappropriate and forbidden for management to refer a customer to them because it is with them that they work and not with us, that is what I I tried to make her understand on the phone but she didn't want to know anything. She preferred to enjoy her weekend I guess…
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