First of all, this is my first time staying at Acapella. I have booked for 3 nights here & choose twim room. I am disappointed with the front desk service which quite impolite during our check in. And i cannot accept that we need to pay for baby cot at RM30/night. This is ridiculous as a good review hotel which charged us for baby cot which it is necessary for a family to ask for baby cot. The charges is expensive. During my 1st day also i need to ask for housekeeping to vacuum the carpet & remove the coffee table since it is not a well maintenance equipment.
The water heater In the room also not functioning well.
I called on my 2nd day to ask for something, but the fromt desk team (a lady) have answered me and talked very rude to me & tell me that she will call me back cause she have a customer at the reception at that time. I am so shocked to receive this experience & could not accept it. How come as a hotel you only have 1 person to deal with all things at a time. They also could not provide us extra blanket, comforter & pillow for my children. They said that they have full house at the time. But, as hotel, you guys need to have extra for customer use. And you cannot give us a silly excuse for your issue.
I chose the room with breakfast, but the choice of food very limited & the food is so-so. Plus they even charge my kids for RM15/day for breakfast with limited choice of food for kids. They only have 1 stall (egg station) and the person in charge also have less experience in giving good service at that station. Sometime the omelette is overcooked & sometime is not. Plus, they do not Have noodle or salad station as well. I could say this is a bad experience for me and family. However, the parking is good & well maintenance. But, it is not friendly for stroller or family that using wheelchair.
The housekeeping team is very polite & have good PR. They are better to compare with the front desk team. Please educate your team to talk politely to the customers. I hope the hotel could take this feedback & comment seriously.
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.