Arte Plus by Cobnb KLCC

DO NOT STAY HERE, ITS A SCAM We booked here for 5 nights through Agoda. The customer service sent us a message at 12noon on the day of our check in telling us we need to transfer a deposit but did not tell us when to make the deposit and what it was for. At 11pm on the same day, we received a message to confirm our booking before 8pm and that anything after 8pm will be considered 'NO SHOW' which means our booking would be cancelled and there would be no refund at all. First of all, HOW IS THAT POSSIBLE? There was no way we could reply before 8pm when we're notified at 11pm! When I got off my flight and saw the message at midnight, I was told that they could not entertain me until 10am the next day. (Check in is NOT 24 hours!) SO I PAID FOR THE NIGHT BUT COULD NOT EVEN ENTER THE HOTEL! I called and messaged the customer service many times and they did not reply at all. Later I was told that I had to pay for the deposit during their customer service operating hours to attain my unit number which I needed for check in. This was NOT told to us AT ALL. They assumed we just knew. In the end, we had no hotel to sleep in and no where to go, stuck in the middle of nowhere at 1am alone and scared. As a guest who paid for the stay, it is both outrageous and disgusting that we paid and received such terrible service. The next day, the customer service said they will not refund us at all, not even for that one night that we DID NOT stay in. Implying that it was not at all their fault and all our suffering was simply because we had not paid the deposit during their operating hours. Firstly, they only let us know of the deposit on the afternoon of our check in, we did not have much time to begin with. Next, they did not tell us when the deposit was supposed to be made by and that it was needed for us to get a unit number (we need to unit number to enter, just booking ID alone is useless apparently) Furthermore, they told us to reply by 8pm when it was already long past that time. They refused to compensate for anything, we were always at the losing end. Absolutely traumatic experience, save your money for better hotel with better services, this is just a waste of money and a whole ton of unnecessary trouble that you don't deserve to experience.