Seemed nice at first, with welcome drinks and friendly staff. Then there was a power outage in the area, and their backup generator couldn't work. As the hours passed, the room became unbearably stuffy and hot. Went down to check a couple of times, each time they said the backup generator would work soon. Eventually, at 1 am, perspiring profusely, we went down to request a refund as we wanted to go to another hotel to stay.
We were repeatedly told that "I can't refund you, you used Agoda." I asked them a couple of times to refund us, or give us a receipt that would allow us to contact Agoda to cancel the stay, or just have some form of flexibility in thinking. We were repeatedly told "But you used Agoda" as if it was some mantra that keeps unhappy customers at bay.
Did not appreciate that at all. I had to switch over to my demanding customer mode, which I really hate being forced to use, before they would budge. In the mean time, I was covered in mosquito bites. I'm not even exaggerating. In the time spent arguing with them, I must have fed at least a dozen mosquitoes. Buffet time.
They tried to bargain with us - 50% refund. After lots of back and forth nonsense going on, we got the full refund. And they said, " I will refund you. But it's not us, you know. This whole place has a power outage. Not our hotel." I pointed out the fact that many hotels still had power, because they had backup generators that worked. Given how often blackouts happen in Batam, shouldn't they ensure that they have functioning backup generators?
So, then had to wait a long time trying to flag down cabs in the dark. Went to Harris Hotel, which HAD POWER. and air conditioning. Thank god.