“Don't rely on them for transfer and giving you a room even when you have booked in front and payed for it!”
We booked the hostel online in Agoda, PREPAID everything, for 4 people and for 5 nights. We also specifically wrote them on the booking, at what time in the evening we will arrive. On their web site as well on the booking site they offered transfer from the airport.
When we finally arrived in KK, late in the evening (but exactly on time!) they first of all did not pick us up in the airport. OK, not so bad, we took a taxi to the city and found out that there was nobody there in the hostel to let us in and give us rooms! The doors were closed and other backpackers said that all the rooms are full! They also did not answer any of the contact phone numbers.
It was terrible - in the middle of the night, just arrived, we did not get any rooms even though we had payed for everything in front, we were left on the street, with all our luggage, after more than 24 hours of flying there from northern Europe! Not very trustworthy!
Luckily very nice people from next street hostel took us in during the night and we spent the rest of our stay in KK in another hostel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 27, 2013
Do appreciate your comments and I am pleased to clarify what has actually happened. We did receive your booking through Agoda but it is not stated that airport transfer is included. We do not get any contact details from anyone who booked thru Agoda and that is the very reason why we do not offer this service to avoid unnecessary misunderstanding. On the other hand, we did receive your email requesting for airport transfers and we have also replied you immediately that we are not able to provide this service as certain terms and conditions apply. Entrance door is lock at all time for security reason and only accessible through password. Our Reception closes at 11pm and as you are scheduled to arrive at 12 midnight, my colleague had waited for you until 1.30am but you have not show up. Either you may have postpone your trip without informing us or you may have changed your travel plan. We were glad to see you the next day and explained the situation to us. On our part, we are willing to compromise and refund your fee despite the very last minute cancellation. Nevertheless, I'm glad you have found an alternative place to stay and that you've enjoyed your holiday in Borneo.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.