Noisy Cleaners, Safety Hazards, Unprofessional Staff - Not Worth the Money
17/10/2018 c c, Kuala Lumpur, Malaysia
Arrived around midnight and was given an exceptional welcome by their staff however it was a pity that we encountered such a rude staff in the morning.
As we are late risers, we woke up close to mid... more
Arrived around midnight and was given an exceptional welcome by their staff however it was a pity that we encountered such a rude staff in the morning.
As we are late risers, we woke up close to midday. While we were getting ready, a cleaning lady knocked on our door despite the Do Not Disturb sign. We told her to come back later. She then promptly informed the reception staff who then called us.
We then told the reception staff se would want to extend our stay and would be down in a few minutes. She then gave a sarcastic remark saying that she wanted to ask if we were extending our stay as it was beyond check out time.
In about 30 minutes, we went down to return the key and upgrade to a bigger room, as their ‘cosy’ rooms are TINY.
And you know what? The same lady who was on the phone was at the reception and had the cheek to berate us saying that we told her we’d be down in a few minutes but took 30 minutes instead.
Before we could even finish our request for an upgrade, she repeated herself, whining that we took 30 minutes to come down at least 3 more times. Then she said she already charged us for the room. She then stopped when I emphasized that I know what she said and clearly stated we wanted an upgrade to another room.
It was quite funny because the first time I asked for an upgrade (which we were willing to pay for), she said there were no rooms available. Then when I asked her again after another whining spell, she magically found another room for us and used a condescending tone to tell us the price. Grotesquely unprofessional and childish.
Don’t even get me started on the bigger room which we paid an extra £40 for. The decor was dated, floor was squeaky, no lotion/conditioner when the smaller room had some and to top it off we were rudely awoken by their staff doing repairs on some door right outside our room starting from 8AM-10AM. Then we had the pleasure of listening to the cleaning ladies’ loud conversation about their grandparents around 9AM. Not to mention their ever so courteous check out call promptly made just before midday. Note that there are no late checkout provisions. We were given a loud firm ‘No’ on that one. Quite a shame as most of the other big name hotels we visited had generous late check out provisions.
Oh and did I mention that I cut my finger on the hotel room door? I was only holding the front of the door and got a deep gash on my finger. Very dangerous for little kids. Told the receptionist about this and she just ignored my comment.
Worst of all, my partner slipped and fell in the shower. The floor was just too slippery and it scared me to imagine what would have happened if he fell the wrong way or if it was an elderly person falling. Upon informing the receptionist, she told us we should have asked for a rubber mat. ??!
For £140/night I wouldn’t recommend this ‘palace’ which provides services more suited for a stable. Service aside, this hotel poses safety hazards in the room which resulted in injury to guests.
Rated Poor instead of Terrible only because of the exceptional service we got upon our check in. Everything went downhill from there. Disappointing. less