I had an incredibly disappointing and unsanitary experience at this property. Our original booking was for three nights on the ground floor, directly behind the reception area. This room was completely unfit for purpose; it had an overwhelming smell of damp and visible signs of mould. Furthermore, the bathroom was significantly misrepresented in the online photos, lacking the glass screen/divider shown in the listing. Before we had even entered our room, staff attempted to pressure us into paying for an upgrade. After we refused the first room due to the stench, they eventually agreed to 'upgrade' us free of charge for the night. We dropped our bags in the superior room and, at first glance, were simply relieved it didn't smell like the first one. However, upon returning to the hotel after 11:00 PM, we thoroughly inspected the room and were horrified. There were disgusting stains on the quilt cover and pillows, and extensive black mould in the bathroom. I spent hours in the middle of the night (until 3:00 AM) complaining via Agoda’s chat system. Despite providing clear photos and videos of these health hazards, Agoda claimed they could do nothing unless the hotel agreed to a refund. I found this to be incredibly poor support from a global platform; they showed no duty of care regarding a hazardous environment. Under protest, I stayed the night as it was too late and unsafe to find alternative accommodation. I checked out the following morning regardless of whether the dispute was resolved. While a refund for the remaining nights was eventually issued, the property requires a professional deep clean and Agoda must do more to protect their customers. I cannot recommend this hotel or the service received. Photos attached are of the 'upgrade'/Superior room.
