Nice hotel let down by back room staff
My husband and I booked this hotel through Agoda.com which was a huge problem and somewhat soured what would have been a very positive experience. The hotel had our booking on file but no record of our prepayment. This was only apparent when we came to check out and were presented with a bill of over 400 dollars. Their solution was to charge our card the full amount while they looked into it. We had a sleepless night in our next location worrying that we had been scammed by a false booking site. All they had to do was phone Agoda directly as the details were on the hotel voucher but they only did this when we emailed them the next day informing them that we had instructed our credit card company to investigate a possible fraud. Agoda informed them that we had prepaid and the hotel then said they would refund the amount charged to our card less the extra resort fee and taxes. We still have not received an invoice for a breakdown of this and it appears that we have been overcharged for this but can't be sure. The hotel is lovely, great location, staff are very helpful apart from one younger man on the front desk who was the opposite of friendly. In spite of these positives I would be hesitant to recommend this hotel because of how they dealt with our issue, we were very reasonable throughout but we should not have been forced to leave the hotel without a satisfactory resolution to the problem, being made to feel that they thought we were trying to get one over on them and the worry of a possible fraud on our credit card.