Arte Plus by Cobnb KLCC

If I could give negative star rating, I would We booked here for 5 nights from 28 December to 2 January through Agoda. The customer service sent us a message on 28 December 12noon telling us we need to transfer RM200 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 no refund at all. First of all, HOW IS THAT POSSIBLE?? WAS I SUPPOSED TO TURN BACK TIME? When I got off my flight and saw the message at 12am, I was told that they could not entertain me until 10am the next day. SO I PAID FOR THE NIGHT AND HAD TO SLEEP ON THE STREETS? what kind of service is this? 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 to attain my unit number to be able to check in but it was way too late as the customer service only operates from 10am to 12am??? So there was no way I could even pay and attain my unit number. We had no hotel to sleep in and no where to go, just stuck in nowhere at 1am alone and scared? Is this how guest who paid are supposed to feel like? The next day, the customer service said they will not refund us at all, even for that one night that we DID NOT stay in. SO IM GIVING THEM FREE MONEY AND SUFFERING? They did not tell us that the deposit was needed to be done before 12am, they did not tell us that we need to make the deposit to get a unit number, they told us to reply by 8pm when it was already long past that time, they refuse to compensate for anything, we are always at the lost, what is this kind of service? Stay at your own risk, definitely not worth it, nightmare experience