Smile Heights

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Smile Heights Hotel — misleading, unsafe, and completely unacceptable We were completely catfished by this property. The photos on Agoda looked nothing like the reality. What was advertised as a bright, clean, and comfortable stay turned out to be the exact opposite — a damp, mold-infested room that reeked of neglect. From the moment we arrived, the space felt unhygienic and unsafe. There was mold covering the walls and ceiling, the bedding was dirty, and the air smelled strongly of mildew. It was clear that the room hadn’t been properly cleaned or maintained in a very long time. We immediately requested a refund if we checked out, but the owner was dismissive and unhelpful. Even Agoda couldn’t intervene at first, as the hotel management refused to authorise a refund. It took nearly four days of constant calls and messages before the owner finally agreed to let us leave and be refunded— and even then, only after continuous pressure. When we asked for a refund, the owner returned just one-quarter of the total amount, kept the rest, and charged a cleaning fee, despite the fact that the room was never cleaned during our stay. The situation escalated further on the second night, when one of the cleaners entered our room without knocking using a spare key. I had just stepped out of the shower, and she saw me completely naked and still refused to leave. It was an invasive and distressing violation of privacy, leaving me feeling deeply uncomfortable and unsafe. We arrived late on the first night (around 10 p.m.) and had no option but to stay, as the owner refused to issue a refund or assist us. The following days, he repeatedly refused to let us check out, insisting that if we left, we would lose all our money. Even after we provided photographic evidence of the mold and poor conditions to both Agoda and the hotel, the owner claimed there was “nothing wrong” with the room. Agoda reviewed the evidence and agreed with us, acknowledging the state of the room was unacceptable — yet the owner continued to deny it. It has now been 20 days, and we still haven’t received the remaining refund. The entire experience was marked by dishonesty, negligence, and a total lack of accountability. This was, without exaggeration, the worst and most unprofessional hotel experience we’ve ever had. The management demonstrated no integrity, no respect for guests, and no understanding of basic hospitality or safety standards. The listing is completely misleading, and what’s shown online is pure deception. For your own peace of mind — avoid this property at all costs.