Christina Dian R.
Google
I recently completed a business trip in Surabaya and, at first, I was genuinely satisfied with the hotel. However, because I was in a rush, I accidentally booked my room extension for the wrong date—next month—when I no longer have any reason to return to Surabaya.
As a frequent Agoda user, I know that a free waiver is often possible when the property is willing to cooperate. I immediately reached out, explained the situation clearly, and informed them that I would still be extending my stay for the correct dates. In fact, for the proper extension, I even booked a higher and more premium room category to ensure everything would proceed smoothly. Yet despite this, the property still refused to offer any assistance or flexibility regarding my mistaken reservation.
This entire experience has been extremely disappointing. The lack of understanding, empathy, and support was truly disheartening. Because of this, I will not be recommending this property in the future