CitiVilla Penang

We arrived on New Year’s Day with paid, confirmed Agoda reservations for eight rooms and 16 people. Reception turned us away, even after we showed the confirmation and checked with Agoda. They offered no help or sympathy, and we had to scramble for somewhere to stay. Another group of 10 was rejected too, despite having paid. We found other accommodation in Penang, where there are plenty of Airbnbs and hotels that honor confirmed bookings. It seemed the hotel had overbooked for higher business and simply refused us. Agoda refunded the special rates but gave no further compensation. If we had canceled at the last minute, we’d have faced a penalty, while the hotel faced none for canceling on us. That feels unfair. We’d stayed here many times, but this was our last. Be careful about relying on a paid booking confirmation, especially in a peak period. This happened to us, and I hope Agoda blacklists them.

We paid and booked two weeks ahead, but when we arrived they said they couldn’t find our reservation. It felt like the room had been given to someone willing to pay more. They offered a refund through the booking company, even though we had a payment record and booking ID. I’d avoid this place if you’re traveling from far away or overseas. One of my worst experiences.

We’d booked and paid for nine rooms through Agoda and Booking.com two weeks earlier, and had confirmation emails. At the hotel, they said our reservations weren’t in their system and made no effort to sort it out. The manager shouted at us and chased us away. Agoda later told us the property had accepted too many bookings and that it wasn’t responsible for the impact. A really bad experience. Please don’t stay here. 😡

The room had a minibar, a city view, and enough space to feel cozy. Staff were friendly and very helpful, and I liked having private parking. There are food spots within walking distance, too. I’d consider staying here again on a future visit.