Every time l visit Sydney l stay at the Urban, it has a cool vibe and the location is good...but never , ever again.
Last night l had the unfortunate experience of being trapped in a Kafkaesque like situation for four hours, the end result me catching a train home 300km, arriving at 1.15 am.
I booked a room online, but immediately realised that l had chosen the incorrect date ( it was the next night, not the current evening). I emailed immediately but no reply.
I called the Urban booking number and was told that as l had booked through Agoda there was nothing they could do ( l normally book direct, which l thought l had done, but on this one occasion l clicked on a link that was a different company -Agoda).
I told l just wanted to change the date, was happy to pay more, l always stay with them... after being on hold for 15 mins my change was approved ‘ l just had to let Agoda know’
The Urban gave me the Agoda number. It was automated, didn’t recognise my booking number and was asking for the hotel reference nu. As l couldnt enter either of these the line would just terminate.
I phoned the Urban back but there line was busy and they would call me back. Nobody called back.
I was travelling all that evening and arrived in Sydney at 4pm the day of the requested check in.
I phone The Urban again to confirm changes and let them know l couldnt get through to Agoda. Their response ‘ we have no record, we are not responsible’ ie not our problem. I told the woman someone at ghat njmber spoke to the supervisor and authorised it. After going around jn circles for 10 mins she hung up on me.
I phoned back and spoke to Raymond, who tried to help.
( just as an aside l first called them at 4.40 pm).
He informed me that the reason l couldnt get the Agoda phone system to work was because l was given the hotel / trade number, not the number for customers.
He would investigate and call me back. 30 mins later Agoda says l have booked through ‘a travel agent’ and need to get in touch with them and tell them that The Urban has approved the changes, they just need to change the date.
I go back to my original email confirmation ( still no reply from my email request). I phone both ( international) numbers. They are not valid and l cant connect . So lve tried to contact them now over 24 hours but nothing.
I phone the Urban back and get the woman again ‘ not our responsibility, we cant approve any changes’ .
Its now about 6.30pm.
She gives me the original incorrect Agoda number again.
I inform her that lve already tried it.
I then get give another Agoda number, they say they have no booking reference nu.
I call back the Urban again. I get Raymond. Hey gets me on a three way call with Agoda saying they have approved the changes, l am happy to pay more as the original room has gone. Agoda says it is another arm of their business, they cant do anything and theyll get this 3rd party to call me.
This is all happening while its getting dark ( 7.15 pm by now) and my phone is going flat, l want to check in, the Urban has approved my checkin, but someone overseas , who l cant contact needs to change the dates.
I get a call from Agoda 30 mins later ‘ call this number...’
That international number is ‘ hotels intercontinental’ which has no affiliation with the The Urban hotel.
I call the Urban hotel back and get the woman ‘its not our responsibility...’ l inform her that its been approved, lve been waiting and trying to work this out for nearly 4 hours.
I start crying, l am broken. She ends the call.
( l had a quiet night night planned, staying in and getting some urgent work done that evening).
It is now past 8pm.
I walk to the train station, buy a country ticket and am about to make the 4 hour journey home.
The Urban call me back at 8.15 pm . The woman informs me that they have approved my stay and they just need my credit card details.
I am so worn out, upset and pissed off.
I bought my ticket home. I tell her after what lve just experienced l am NEVER booking with them again.... which is a shame as it was my home away from home in Sydney.
I arrived home last night at 1.15 am , exhausted and traumatised.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC