Royal Hotel Ryde — Restaurant in Sydney

We made a booking at this hotel through Agoda, with all personal details provided in advance and full payment made before arrival. Upon check-in, I was asked not only to present my ID (which is standard) but also to email a copy of my ID to the hotel. When I asked for a reason, the staff couldn’t provide any valid justification. Given that my booking was already confirmed, paid for, and contained all my details, this request felt invasive and unnecessary.

I called Agoda on the spot, and they confirmed that nowhere in the hotel’s stated policy does it say a copy of the ID is required. We expressed our discomfort with the situation and told the front desk we would prefer not to stay under those conditions. The attendant assured us that we would receive a refund.

However, after we left and contacted Agoda to process the refund, the hotel denied the request—going back on their word and effectively taking our money without us ever staying there. This was not only unprofessional but incredibly disrespectful. I strongly urge others to think twice before booking with this property. Transparency, honesty, and basic respect for guest privacy were completely lacking.

Two days later I get a follow-up email thanking me for a visit I never actually completed which is both frustrating and disappointing, especially given that I did NOT stay at this hotel.

I sincerely hope this situation will be reviewed and handled with the integrity and transparency that all guests...

I booked through Agoda and while the photos looked nice, there was no indication that the bathrooms were communal, and the women's shower was also out of order during my stay. I noticed a musty smell as soon as I got to my room. The air vents were covered in dust, so I reluctantly tried opening the window. Unfortunately, my room faced the main road, so it was incredibly loud. Not only that, the window is broken and will slam shut.

There was a no-refund policy for my booking. Having checked in after 9PM on a Friday, I didn't have many options. I tried to make it work but between the bathrooms, smell, and constant sneezing, I decided I was too uncomfortable to stay. I checked out at 11:30PM that night.

The staff were very lovely and understanding about the situation. I let them know I'd contacted Agoda about my booking.

My booking at the Royal Hotel cost me about $350. Since I couldn't stay, I had to book another hotel, costing me an additional $400. In these circumstances, under Australian Consumer Law, I believe I'm entitled to a refund. It's now been almost two weeks since I contacted Agoda about the possibility of a refund, but they haven't gotten back to me.

At the end of the day, the accommodation simply didn't suit my needs.

My main issue is with Agoda's handling of the situation, but I'm grateful for the staff at the Royal Hotel for their help and...

This has been the worst stay to for a long time. We reached the hotel at 10:30 but couldn't find the entrance. There was no instruction and the accommodation entrance was locked from the inside. We tried to contact the reception but no one was responding until we called 20 times. Finally the lady receptionist answered and said she will help ask her manager and cut up the call very quickly. We waited for another 15 mins in freezing wind but no one came or called back to help us. Finally we managed to find the reception but they claimed there was no one answered the call and they never received any calls at all. I was mad because we had an exhausting day already so they eventually admitted that the lady receptionist failed to report this matter to her manager for help so this left us waiting there pointlessly for long time. Just very horrible...