We had a slightly schizophrenic experience at Hotel Penaga - on one hand staff were friendly and polite, especially in the restaurant for breakfast, but on the other hand, when things didn't go to plan the staff seemed to fall apart.
When we checked in we realised straight away that the air con unit in our room was broken. We reported it and a maintenance guy came out, fiddled about with it for a few minutes then insisted that it was fixed as standing on a ladder, directly in front of the unit, he could feel the cold air. We agreed to leave it for a while to see if it worked, but it didn't. We were told the hotel was full so they couldn't move rooms. The next day we went out for a bit and came back to be told it had been fixed but it clearly hadn't. Anyway, we had 4 visits from maintenance before the operations manager came down and agreed that it was broken. This was pretty rubbish as we'd spent way too long trying to get someone to admit that it wasn't working. Eventually we moved rooms.
Also, little things were annoyong like asking to borrow an ironing board and to be brought one that didn't stand up as it was broken, then no one collecting it from outside our room for a day despite maintenance and housekeeping coming and going on a number of occasions.
So it isn't anything major that I have gripes about, but the standard of service we got was disappointing. When we checked in we basically got given our card and pointed in the direction of the lifts - no one told us when breakfast was, where the amenities were etc etc.
Other than that, the breakfast is pretty good (banana bread was fantastic), and the spa was great too. The jacuzzi in our room was also good. The hotel decor is mostly really nice apart from some brightly coloured sofas and chairs that don't really go with anything. The pool is only a lap pool and is a bit like being in an aquarium as it is overlooked by the restaurant so open to gawkers.
I probably wouldn't stay here again but it's a perfectly decent hotel provided you don't have any problems when you are there!
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