Eclipse Suites Robertson Bukit Bintang — Hotel in Kuala Lumpur

We are a family of four, including a child, and booked The Robertson (The Robertson Bukit Bintang by San Eclipses, Kuala Lumpur, Malaysia) through Agoda while in Johor Bahru. We relied on the property’s high overall review score (e.g., 8.9/10) on Agoda’s platform. Due to a packed holiday schedule, we did not thoroughly review all comments, though cleanliness is a critical priority for us. Upon arrival, we were shocked to find the property in an unacceptable state, with serious health and safety issues: water leakage and flooding around the toilet area, a foul smell, cockroaches in the rooms, and a broken window handle that prevented the window from closing. We promptly reported these issues to the property owner and via Agoda’s messaging system. Within an hour of checking in, we had to secure alternative accommodation and adhered to the property owner’s checkout procedure, returning the keys. We also informed both the owner and Agoda through WhatsApp and Agoda’s messaging system that we had vacated the property.

Due to these uninhabitable conditions, we requested a full refund from Agoda. Unfortunately, Agoda denied our request and offered only a partial refund in the form of an Agoda cash voucher for future bookings, which we find unacceptable as we are entitled to a full refund. Additionally, it appears the customer service team is more focused on closing the case than resolving the issue satisfactorily. This experience has taught us not to rely solely on overall review scores on travel agency websites. We strongly recommend that others check all reviewer comments to avoid similar experiences.

For your reference, I have attached photos, videos, and message exchanges related...

I have never stayed somewhere so awful and disappointed by Agoda and the property owner's response. We walked into an old, broken, and smelly apartment. The apartment was not clean and the bathroom smelled of sewer. Then throughout the first night of our stayed we discovered that there were ants and bugs, the sink was somewhat clogged, the only outlet in the kitchen was broken so we had to move the kettle or microwave to the floor to use, the windows were broken, the tv wasn't working properly, the shower knob was broken, one of the chair was broken, and no drying rack was provided, and the front door was somewhat broken. The three bedrooms weren't really bedrooms as one has a slide door (see through) and the other is like a maids room with no window (neither had ac). After hours on the phone with Agoda and the property management, Agoda said "it's not refundable" even though Agoda listed this uninhabitable apartment on their website. So after many unpleasant conversations with the property management they finally gave us 3 our of the 4 nights remaining (they wouldn't give us the remaining 4 nights) back and acted like they were doing us a favor. We took the money and left. This place is awful. Don't wasted your vacation here. We moved to another apartment style rental nearby for 2/3 of the price and everything...

Don't stay here, very unprofessional. The bathroom was dirty and sewage odor filled the unit anytime the toilet was flushed. This is a known issue as there were air fresheners throughout the unit to try to mask the smell. We booked a 2 bedroom, but our unit only had 1 bedroom with a walk-in closet. There was a bunk bed in the walk-in closet which they claimed was a "second bedroom". The closet is right next to the toilet where the sewer smell is the strongest. We complained and asked for another room which they denied and said this is what we booked. Our calls and messages thereafter were ignored. We had to fight to get our money back through agoda. Don't book Infini Suites or Eclipses as these 2 businesses...