I've literally booked hundreds of room through Agoda. This will change. I arrived late after traveling all day to find there's been a discrepancy between Agoda and this hotel about payment. The wonderful front desk staff member named Malinda(not sure about the spelling) Told me he could see I had paid Agoda back in September, which I had. Because of some issue behind the scenes the gutless Zest managers who hide behind phones, decided to not honor my booking without contacting me. 10.30pm, raining, I'd been traveling and waiting at airports for 14 hours to be told I don't have a room. These cowardly managers wouldn't even talk to me on the phone. The hotel plus their sister hotel next door were fully booked. I'm 65 with many medical issues. I had traveled with medication which needed refrigeration or ice. This nearly being spoilt because it took 3 hours for Agoda to resolve the mistake. I eventually got to a different hotel around 1.45am. Malinda had to deal with my anger and frustrations for all that time with no help from his pathic managers. He did everything in his power to assist me and he did help showing empathy the entire time. Now imagine arriving and the pathetic hotel management canceled your booking without notifying you, a paid booking. Then that gutless management made their staff member have to deal with the upset customer. Just dreadful Zest Hotel Management. Malinda is too good a staff member to work for this horrible company. His talents should be recognized elsewhere. Never again Zest.
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