On September 10, I made a reservation at the Splash Beach Resort on Mai Khao Beach in Phuket through Agoda. The additional fees in the 'Extras' section on Agoda were much higher than the information provided there.
When we arrived at the hotel, our room was not available, even though we had specifically come as a honeymoon couple. Although I had booked a Deluxe room, I had accidentally selected two single beds. When I asked for a room with a double bed, an additional fee was charged. It was incomprehensible, considering the low occupancy of the hotel.
The room was very dirty, the floor covered with hair. We requested a re-cleaning, but they only sprayed the room and made the bed, leaving the cleanliness issue unresolved. Even when we locked the door, it didn't close properly, and lizards constantly entered, especially at night. The tap required a lot of force to open due to rust. The bathroom was full of mold.
I ignored the negative reviews, as they were everywhere, but the time in Phuket was a great disappointment due to the two days spent in the hotel room.
Apart from the room, we were also charged an additional fee of 850 Baht per day for using the water park, although it was supposed to be free, as stated on Agoda. Similarly, the promised 25% discount on food and drinks at the restaurant was not granted.
I have stayed in many 3-star hotels in different countries, but never in such a bad hotel. When I contacted Agoda, they asked me to respond in languages other than Turkish. So far, there has been no response to my email in English.
Nothing matched reality; customer experience was not important to anyone, and I was the one affected. Both Agoda and Splash Beach Resort were a huge disappointment. Never again!
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