Oceania Saint Malo

The hotel itself is decent, the location is very good; the breakfast, frankly, is not up to 4-star level, and there is no hair conditioner in the room. But all of that is minor compared to the payment issues and bureaucracy I have been forced to deal with. I paid for the night in full right here, on the Agoda website. When I arrived at the hotel, they took a deposit of 60 euros (in reality, 181 euros), even though there is no mention of any deposit in the hotel's description. At check-out, the receptionist printed out an invoice and a card receipt for me. As you know, they usually ask whether you want the invoice, and people often decline. Luckily, I took it. The next day, I saw a 241-euro charge from the hotel on my bank statement — and, as it turned out, that was exactly the amount from the invoice. Judging by the invoice itself, the hotel staff did not see the payment made through Agoda. Yet at check-in there were no questions at all, and nothing beyond the deposit was requested from me. I wrote to the hotel several days ago asking them to refund the erroneous charge. No reply whatsoever. I wrote to Agoda with all the payment screenshots and copies of the invoice and receipt. And instead of simply contacting the hotel, confirming that my payment was received, and asking them to refund the amount they mistakenly charged me on top, Agoda has launched some bureaucratic process involving bank statements, an "investigation team," and so on. All of this taken together — the hotel's actions and its silence in response to my e-mail, and Agoda's customer service — looks very sad indeed. And I won't even get started on the 181-euro deposit that is still sitting there as blocked funds.