Disappointing Customer Service – No FlexibilityWe had a terrible experience with Canyon Hotel’s customer service. Our flight on January 16 was canceled by Cebu Pacific, so we were unable to check in as planned. We immediately informed the hotel, Agoda, and the host through emails and text messages, providing proof of the flight cancellation. All we asked was to move our booking from January 16–17 to January 19–20, but the hotel refused to accommodate our request.What made it even more disappointing is that I emailed Agoda before our reservation date to notify them about the canceled flight, but they failed to inform the hotel. We also provided all the proof that they asked for, yet no solution was offered.This situation was completely beyond our control, and we were traveling with a senior and a toddler, making it even more stressful. The lack of understanding and flexibility from both Agoda and the hotel is unacceptable. If you’re considering this hotel, think twice—there’s no guarantee they’ll assist you during unexpected travel disruptions.
