Port Royal Villas and Spa - Adults Only

Subject: Urgent Complaint Regarding Severe Service Failures and Coercion at Port Royal Villas & Spa (Reservation under ***) Dear Agoda Customer Support Team, I am writing to urgently report a severe and ongoing issue regarding our current stay at Port Royal Villas & Spa in Rhodes, booked through Agoda under the reservation name ***. Our vacation, which we expected to be an enjoyable experience, has been completely ruined by appalling treatment, uninhabitable room conditions, and unprofessional conduct by the hotel management. Since we still have two nights remaining, we urgently request your intervention. The timeline and details of our ordeal are as follows: * Broken Air Conditioning & Timeline of Neglect: We arrived at the hotel around noon. By 7:00 PM, we were already at reception complaining that the air conditioning was not working. From that moment on, we went back numerous times asking for it to be fixed. We went out for dinner after being explicitly promised that everything would be working upon our return. To our dismay, the AC was still broken. We had to plead for help again, and only around 00:30 at night were we finally moved to another room. During the night move, staff insisted that we leave our belongings behind without packing them. When we explained we were uncomfortable leaving our personal items and wanted to take them with us, we were met with cold stares and unfriendly attitudes, and received no assistance with our luggage. Furthermore, the very next day we were informed we had to leave that room because it was already booked for other incoming guests. * Uninhabitable Second Room: The room we were relocated to turned out to be filthy, infested with mosquitoes, and plagued by a strong, foul sewage odor. * Management’s Attitude, Suspicion, and Coercion: The following morning, we approached management at reception to explain the distress caused to our stay. Instead of showing basic hospitality or empathy, management treated us with blatant suspicion—making us feel like fraudsters trying to scam the hotel. Furthermore, management cornered and pressured us, implying that if we did not agree to pay for a more expensive upgraded room, we would not receive any alternative solution. The lobby manager explicitly stated that moving us at 00:30 at night to a dirty, unacceptable room was our compensation for the distress—making it clear that unless we paid for an expensive upgrade, we would receive no fair resolution whatsoever. While the front desk receptionists are polite and try to help, the attitude and rigidity of the management are disgraceful and completely unacceptable for a resort booked through your platform. We expect Agoda, as the booking platform, to step in, contact the hotel management immediately, and assist us in finding a proper resolution or compensation for this ruined experience. Thank you very much, ***