리베르테

As a returning customer who has previously trusted Agoda for reliable and quality accommodations, I was extremely disappointed by the experience I had with this property — an experience that was not only misleading but unacceptable on every level. On the website, this property is listed as a 4-star hotel with representative photos that imply a professional and comfortable lodging. What we encountered could not have been further from the truth. Upon arrival, we were met not by a receptionist or hotel staff, but by a woman and her dogs, who rudely told us we were too early to check in. When I asked for directions to the car park that was promised in the listing, I was told it was actually a paid public parking lot — an unexpected and misleading detail. I had no choice but to park there and cover the fee myself. When we returned later in the evening to check in, we were immediately hit with a strong sewage smell upon entering. We were then told that someone else would guide us to our room. To our shock, this involved being led to a completely different building — clearly not part of a hotel complex. In this second building, we were told we could only get the room key in exchange for my ID card. This request was both highly unprofessional and unsettling, yet again I complied because we were exhausted after a long day of travel. Upon entering the room, the situation became even more alarming: The closet was locked with literal chains, clearly indicating that this was someone’s personal residence being rented out. There was no toilet in the bathroom. To use one, we had to leave the room and pass through an area with large, unrestrained dogs — an intimidating and unsafe experience, especially late at night. We were instructed to manually open and lock rolling shutters (similar to those used on night shops) every time we entered or left. This made us feel like prisoners, not guests. The area itself felt very unsafe. The hosts themselves warned us about gang activity, which was soon confirmed by shouting and disturbances outside that made my wife and I genuinely afraid. Given all of this, we made the difficult but necessary decision to leave that night and booked another hotel — one that was, in fact, a proper hotel with a reception, secure access, and private, fully-equipped rooms. This experience was deeply distressing and completely unacceptable, especially considering we booked and paid for what was advertised as a 4-star hotel.