Dissatisfied with so called 5* hotel.
Stayed overnight. Initially, we were pleased when we located the buggy service in the airport as it was fantastic to be transported to the hotel via this method.
On arrival, having booked a few months earlier we had assumed we had paid for the room already. This was not the case, so we paid the full amount there and then. Receptionist was somewhat frosty in her manner….no smiles or nice chit chat such as ‘have you had a good journey’. Things like that make all the difference to tired weary travellers.
Room - terrible. We stayed in Room 0851. From the outset we were unimpressed- stains on valance sheet on bed base. Sofa looked like it had seen better days- shabby and stains on it. Carpet stained too.
The bathroom was shambolic. The shower cubicle was filthy around the base- mouldy grout & a shower door that did not fit well- extremely hard to close. When having a shower (which I chose to wear my plastic beach shoes in, given how grubby the cubicle was) the water leaked out of the cubicle onto the bathroom floor.
Using the hairdryer appeared dangerous, as plugging it in to the socket in the bathroom near the sink it was noted that the hairdryers power fluctuated constantly making me wary of using it. Unplugged it and dried my hair in the bedroom instead.
Minibar- locked throughout the duration we were there. We would have liked to have drinks from there, but felt like the hotel clearly did not trust all guests to use this facility. We could only assume that as we had paid for the room on our arrival, it was down to this (as the hotel did not have our credit card details - maybe they worry in case we did take something the hotel could then not take payment for??).
Lifts- terrible. Room cards needed in lifts to get to appropriate floor- these did not work. Initially, we thought it was us until we met several other disgruntled guests unable to get the lifts to work- clearly this is an ongoing issue (going off previous online reviews) but this hotel cannot rectify this!! We had to get out of one lift and try another.
Pool area nice, but getting a drink here proved difficult- we ordered two cocktails (expensive) and the bar guy told us he would bring them over. There were only 4 other guests around the pool-so overall not busy.over 20 minutes later, as we sat sweltering in the sun our drinks still had not arrived. We could see the bar from where we sat, and observed the barman chatting on the phone and basically doing very little. When the drinks eventually arrived, they tasted just like lemonade. No taste of any alcohol in them, and for the price we were not happy. On leaving, we asked the barman what he had put in them and he looked rather embarrassed asking did we not like it? My partner queried if any Vodka had been added, and we were then told ‘we’ll, not really. Well, only a tiny bit’!! What kind of barman is that, in a 5* hotel! Charging guests for alcoholic drinks (alcohol is dear in Malaysia) to then not put any in!!
Runway View on the 9th Floor- we noted this was an area where one could watch planes take off. To access this though, one has to go down to reception to get permission- given we were asked what floor we were staying on we sensed this was an issue. Staff looked awkwardly at each other, and asked why we wanted to go there. We were then told that the hotel was short staffed, and we would need escorting to the 9th Floor. After hanging around in reception, eventually a staff member was found who then took us up there. The overall experience though was marred, as we felt like second class citizens being taken up there and did not feel comfortable with the whole experience- needless to say, we didn’t stay there long. Why advertise this as a selling point of the hotel, if only certain guests should be allowed access up there??
Food in restaurant was excellent, highly recommended and nice staff serving.
Slept well, as very comfy bed with lovely pillows.
On leaving early at 6am, the queue for buggy’s was long so we decided to walk back to the airport terminal
Overall, we were disappointed with our stay due to the poor quality of our room, and service received in some areas of this hotel.
As a hotel claiming to be 5*, this was not what we would expect from a 5* hotel in the UK where we live, but perhaps in Malaysia 5* relates to a lower standard, and less staff training maybe?
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.