Stella Stays Al-Barari

The only thing that affected my mood n my stays over is tge check in process and parking and only to be allowed to enter or allowing my second guests that already been in my reservation to enter when he arrives, ot takes 30-1 hr other than that all went good so the facility different than the security but that effected the staying

I am writing to formally complain about my ongoing check-in experience at Stella Stays, Al Barari, Dubai, following a booking made and paid for in full through Agoda.com. Despite completing the online booking and payment, I was not provided with any check-in instructions, access details, or clear information explaining how to enter my apartment upon arrival. When I arrived at the property, the security personnel stopped me for approximately 15 minutes and asked me several questions before eventually informing me that my assigned apartment was ***. After locating the apartment, I was left waiting outside the door for approximately 90 minutes, with no successful check-in and no meaningful assistance from your customer support team. I have literally been forced to sit on the floor outside the apartment while waiting for someone to respond. I attempted to contact Stella Stays through WhatsApp, but the responses were approximately 15 minutes apart, with the representative repeatedly disappearing without providing a solution. My attempts to obtain assistance have therefore been unnecessarily prolonged and frustrating. This experience is completely unacceptable for a guest who has already paid for accommodation and arrived at the designated property expecting a smooth and properly organised check-in. I would like to formally raise the following concerns: 1. Failure to provide check-in instructions: No access details or clear arrival instructions were provided before my arrival, leaving me to figure out the check-in process after reaching the property. 2. Unnecessary delay and inconvenience: I was delayed by security and subsequently left waiting outside my assigned apartment for an extended period. 3. Unresponsive customer support: Despite repeated attempts to obtain assistance, the responses have been slow and inconsistent, with no timely resolution. 4. Failure to deliver a reasonable check-in experience: I have paid for my accommodation but have been left without proper access and assistance upon arrival. I expect both Agoda and Stella Stays to take responsibility for resolving this matter without further delay. I require the following immediate action: ● Immediate assistance to complete my check-in and gain access to the apartment. ● A clear explanation for why no check-in instructions were provided before my arrival. ● An explanation for the delay and the lack of timely customer support. ● Appropriate compensation or a partial refund for the inconvenience and time lost due to this unacceptable experience. If this issue cannot be resolved immediately, I expect Agoda and Stella Stays to arrange a suitable alternative accommodation or provide an appropriate refund in accordance with the applicable booking terms and consumer protection requirements. Please treat this email as a formal complaint and confirm receipt, along with the immediate steps being taken to resolve the situation. I look forward to a prompt and meaningful response.