I booked two rooms for four people at Cabinn Copenhagen through Agoda for the weekend of November 7th. However, upon check-in, the hotel only had one room registered, despite the fact that we had paid for two.The hotel could see that one room was booked under my name, but they saw no names attached to the second room, which Agoda had failed to include when forwarding the booking details. Instead of assuming that this was our second room, the hotel chose to treat it as an unassigned booking, causing unnecessary confusion and stress. This miscommunication should have been easily avoided.What’s even more frustrating is that when I contacted Agoda, I was promised the issue would be resolved quickly, but instead, I received an irrelevant email stating my request for a booking change (which wasn’t the issue) could take up to 48 hours.I’m deeply disappointed by how both Agoda and Cabinn Copenhagen handled this situation. Despite clear evidence that we had paid for two rooms, we were treated unfairly and left in a stressful, uncertain situation (and offering a free cup of coffee was an insufficient attempt to ease the situation). I would caution future guests about the potential for mishandling and poor communication.
