XO Hotels City Centre

Our group reserved six quad rooms through Agoda, and the experience was far below expectations. Three of the rooms had non-functioning air conditioning, and one room had bed sheets that looked as though they had not been changed before our arrival. We reported these issues immediately, but despite multiple follow-ups and a maintenance inspection, the hotel repeatedly told us they could not do anything. Requests for a room change or refund were also refused. Another disappointment was that some of the quad rooms were much smaller than others despite being sold at the same price. The attic rooms had low, sloping ceilings and noticeably less space. The most frustrating part of our stay was the attitude of one front desk staff member. He was argumentative, dismissed our concerns, insisted that the air conditioning did not need repair, and offered no meaningful solution. Instead of addressing the issues, we were simply told to escalate the matter to Agoda. We paid full price but spent a large part of our holiday dealing with problems that should have been resolved promptly. Based on our experience, we would not recommend this hotel.

1/5 – Disappointing Experience Our group booked six quad rooms through Agoda, and unfortunately our stay was very disappointing. Three of the six rooms had non-functioning air conditioning upon arrival, and one room was unclean, with bed sheets that appeared not to have been changed. We reported these issues immediately, but despite multiple follow-ups and a maintenance inspection, we were repeatedly told that nothing could be done. Our requests for a room transfer or refund were denied, and we were simply advised to open the windows. After several days, one room was repaired and another group was transferred, but one room remained without air conditioning for the rest of our stay. We were also surprised to find that some quad rooms were significantly smaller than others despite costing the same. The attic rooms had very low sloping ceilings and were roughly three-quarters the size of the standard quad rooms, making them much less comfortable. What disappointed us most was the hotel’s response. Rather than offering reasonable solutions, we were repeatedly told to escalate the matter to Agoda. One front desk staff member was argumentative, denied that the air conditioning required repair, and even told us to “do it” when we said we would leave a review. We paid full price but spent much of our holiday chasing basic room issues instead of enjoying our trip. We have escalated this matter to Agoda and hope future guests are aware of our experience before booking.

Would not recommend. They live off of their good location and the willingness of a lot of tourist to pay well for that. Room was in bad shape, baby crib without a mattress, noisy at night, mold in the bathroom, absolutely terribly wifi (even in the lobby ?! 0.2 Mbps... can hardly send a WhatsApp message)

Unfortunately, the hotel had a strong unpleasant smell, like damp and sewage, which you notice immediately. The room was small (as expected) but worn out and not like the Agoda photos. Ventilation was poor, and the smell was worse inside. Although the bedding looked clean, the room didn’t feel fresh overall.