Check-in around 5pm on 16-Mar-23, for a 2-night stay at Executive Pool Villa. Room 090.
No greeting upon check-in. No introduction or briefing on the hotel facilities upon check-in, which is unacceptable for a 5 star hotel service. The worst part was asserted and requesting a Malaysian to pay for the Tourism Tax simply because there are companions from South Korea.
I've mentioned clearly to the staff that the booking was made and paid by me (a 100% Malaysian), hotel can easily check as I made the booking directly through Lexis official website with all my payment details. The staff insisted this is HOTEL POLICY as there are foreigners in the same room. I told her this is the first time ever I was being requested to pay the Tourism Tax despite having foreigner companions, since the Tourism Tax has been imposed by Malaysian government back in 2017. The staff then reffered to the immediate superior, who has never shown her willingness to investigate further and immediately requested me to pay for the Tourism Tax. Eventually I had to pay in order to check in the room.
The buggy service crew were very unhelpful and rude. On the 17-Mar-23 (around 7:40AM), we made an inquiry politely whether we can take the buggy from the main station to station no. 6, as my friend's mom who is 65 years old, would like to have a look around that area. We were being rejected instantly, and being told that the buggy service is only sending guests to their respective rooms. I understand that this is the hotel policy.
But, what makes us feel humilated was the crew asking us to rent a bicycle or walking there, if we insist to go.
The crew didn't seem to show their empathy on elderly with aching knees, and requesting them to take a bicycle or walking.
My friend's mom was there with us during that time. Such irresponsible reaction seriously jeopardised the Malaysian Hospitality, which we, Malaysians always proud of.
On the 17-Mar-23 morning, I spoke to Ms. Jacintha at Front Desk regarding the Tourism Tax issue. She also replied me the same, I have to pay the Tourism Tax due to HOTEL POLICY.
I stressed on the fact that Tourism Tax is collected by Malaysian government, nothing much related to HOTEL POLICY and it should be the same across all the hotels in Malaysia.
I even shown her the Q&A of TTx which clearly mention if a local stayed and paid for the stay, it is not subject to the TTx.
Unless the foreign friend stays and pays for the stay. Obviously not my case.
She requested to let her clarify on this, before getting back to me.
On the 17-Mar-23 night, I called the Housekeeping to request for some bath amenities including the body lotion. The person in charge informed me that my room type (Executive Pool Villa) is not entitled for any body lotion. Anyway she will still send the body lotion to my room since I'm asking for that.
The statement from her really shocking me, even a 4 star hotel will include body lotion as standard bath amenities. But the premium room rate (RM2000 for 2 nights) that I paid to stay at Lexis Hibiscus doesn't.
Does it mean only those staying at Panoroma Pool Villa or Presidential Suite are being treated as precious guests? Obviously not those in Executive Pool Villas.
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