Abasa Suites Misleading Location and Hostile Staff Experience on Agoda

I booked Abasa Suites through Agoda for April 21–23 under the name Eda Dal (booking number 649852627), paying the full amount in advance via Agoda. On the Agoda listing, the hotel is presented as being in the city center, but in reality it is at least a 25-minute uphill walk away, and the road has no lighting, which immediately made me feel unsafe.

However, the main issue is the hotel’s unacceptable and aggressive behavior. When I calmly tried to explain at reception that the location information on Agoda was inaccurate, the reception manager suddenly began shouting at me. She told me to “do whatever you want” because the payment had already been taken, talked over me, and behaved in a highly disrespectful manner. She even claimed the booking was not from Agoda but “from China” and told me to call China, saying it was not her problem. Her tone was as if she were scolding a child rather than speaking to a paying guest, and she ultimately refused my check-in and walked away.

When I asked to speak with the hotel manager, I was directed to another person who clearly lacked the professionalism required to handle customers. The receptionist later returned and began questioning me again, including asking about my passport in a way that made me feel even more uncomfortable. Overall, I felt very unsafe at this hotel. The staff acted as if they resented guests: the owner avoided contact, and the receptionist treated guests like adversaries. This place lacks basic hospitality and should not operate in this industry if it cannot treat customers with respect.

I immediately contacted Agoda customer service to report both the misleading location and the abusive refusal of check-in. However, Agoda repeatedly told me they were trying to reach their partners in China and asked me to wait 48 hours for a response. This is completely unacceptable in a situation where a guest feels unsafe. Agoda did not offer any real assistance, not even help finding an alternative hotel, and it felt like they prioritized the hotel over protecting a customer.

Because of this situation, I could not find another hotel for the first night on such short notice. However, I have arranged a proper hotel for the following day and intend to leave Abasa Suites as soon as possible to avoid further issues. I already paid for this hotel in advance through Agoda, and now I am forced to pay for another hotel out of pocket.

I am requesting a full refund or, at minimum, fair compensation for the entire stay, including the additional costs of relocating due to feeling unsafe and mistreated. I also expect Agoda and the relevant authorities to take serious action against Abasa Suites so that no other guest has to endure this kind of abuse and misleading information in the future.