Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Mid-range
Quaint
Property amenities
Free High Speed Internet (WiFi)
Fitness Centre with Gym / Workout Room
Pool
Meeting rooms
24-hour security
24-hour front desk
Room features
Air conditioning
Room types
Non-smoking rooms
Location
202 Lebuh Noordin, George Town, Penang Island 10300 Malaysia
Citadines Connect Georgetown Penang
83 reviews
Getting there
Great for walkers
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
This summary was created by AI, based on recent reviews.
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Citadines Connect Georgetown Penang is often commended for its cleanliness and modern, cozy atmosphere, with guests enjoying the well-designed rooms and relaxing common areas. While the hotel's service is generally warm and attentive, some guests have faced inconsistencies, particularly with pet policies and refunds.
Amenities receive mixed reviews; the comfortable rooms and free beverages are appreciated, but limited parking and inadequate pool facilities have been points of contention. Additionally, concerns about value are noted, with some guests feeling the cost does not match the experience due to misrepresented amenities.
Atmosphere
Modern
Rooms
Mixed
Value
Expensive
Cleanliness
Mixed
Service
Inconsistent
Amenities
Underwhelming
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We don't feel this hotel is worth it as 4* hotel. Clean and good location are the only plus points (walking distance to KOMTAR and 1st Ave Mall). Many eateries nearby. Clean and bed is quite comfortable. Free coffee and biscuits at the lobby. Housekeeping is very slow; our rooms were cleaned only around 4:50-5:15 PM. Breakfast is so-so, many of the dishes are not kept warm and the indoor sitting area is limited.
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Date of stay: December 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
Room Tip:Choose Block A, not B, if you are not willing to walk to the main block (block A) for breakfast
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Boon Kae Lee, General Manager at Citadines Connect Georgetown Penang
Responded 3 Jan 2025
Dear Valued Guest Thank you for sharing your recent stay experience with us. We were delighted to learn that you enjoyed your stay with us. At the same time, we are happy to have met your expectations in terms of service and quality standards in most areas. We take the delivery of exceptional guest experience seriously and will continue to improve in the areas mentioned. Once again, thank you for your valuable feedback and we look forward to having you back at Citadines Connect Georgetown Penang. Regards The Management
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I have stayed in many Ascott before but none can compare the BEST time I ever had in Citadines Connect Georgetown. The location is superb. You can easily find every best and delicious street food in any corner within walking distance. The room we stayed was cozy, clean and very comfortable. They even have an open concept wardrobe with a classy bathroom wall tiles. This makes the room very lively. the hotel is surrounded by many heritage shop lots. It is indeed very convenient to walk around. We were told the hotel had recently opened a new wing, which is only few steps away on same row of the street. Both reception are so welcoming, regardless which block you stay. Guests will never feel confused with such friendly staff. We can just drop into any block for free cup of aroma coffee and no question asked! The housekeeping staff are always smiling friendly, ensuring our amenities are always replenished. We can even enjoy the unlimited consumption of drinking water on all coridoors, specially with such hot weather in Penang. Once we had an issue with our safety box and immediately the security Suharto assisted us with such brilliant smile. All staff were great. Though reception has only 1 staff at the counter, however all of them were very efficient and fast. I saw that there were 2 more people waiting in the queue, but the doorman immediately offer them to sit & serve them refreshing coffee while waiting for their turn. Happened that the courtyard was fully decorated with the upcoming CNY festive, and they even had a bazaar with live bands on Fridays and Saturdays. It was so cozy, windy and exciting to join in the fun. We really had a great time in Citadines and we will definately stay here again when we return to Penang. Few names to mention who makes our stay memorable...all the front desk team, Yazz, Jo, Naufal, Anjana, Daniel (with alfro hairstyle..haha), a Chinese handsome boy (i cant remember his name, starts with P..) and specially their manager, Rita. She guided us all the way on the street to point out the best street foods available. also the housekeeping and security team. Rakesh aka God of Prosperity was cute at the bazaar performance. All the staff were fun to be with. Keep it up, guys! We will be back soon!
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Date of stay: January 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Boon Kae Lee, General Manager at Citadines Connect Georgetown Penang
Responded 30 Jan 2024
Hi Claudia Thank you for taking time to write such a lovely review on your recent stay with us! The team is truly heartened to note that you had a delightful stay with us and enjoyed our exciting island. We cannot thank you enough for your fabulous compliments on our friendly and helpful staff members. We strive to provide a top-notch experience for all our guests, and your recommendation means a lot to us. All of us truly enjoyed being of service to you and we sincerely look forward to hosting you on another faultless and enjoyable stay with us again soon. On behalf of Citadines Connect team, we wish you and your family a prosperous Chinese New Year! Regards The Management Regards
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Stayed for 4 nights over Christmas. Road works outside the hotel to beautify the place. When completed, I think the place will be very nice.
Within walking distance (10 to 15 mins) to many places, especially eating places. Parking is a nightmare, but this appears to be the case throughout the city. I believe the hotel has limited parking lots behind. Please check. Grab (Uber equivalent) is very inexpensive (RM10 to RM20 mostly).
The room we had (deluxe loft) is very spacious. But I don’t understand why they put a tiny 2 seater sofa in the big living area. Even the sofa in the loft appears bigger. This is an apartment for 4 pax.
The toilet needs to be redone. There is this constant sewage or foul rainwater smell. Not sure where it is coming from. But the toilet appears to be completely sealed with no ventilation whatsoever. It is silly because there is a big window (sealed) which overlooks the air well. I think the architect or designer should be replaced. The shower dispenses warm & hot water, alternately and automatically. Don’t know what kind of heater or supply is being used. This needs to be looked into or someone might be injured.
As a serviced apartment, laundry facilities should be provided. If not in the room, at least shared washer & dryer. Currently, this outsourced to external vendor.
Staff are friendly and approachable. No complaints.
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Date of stay: December 2023Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Boon Kae Lee, General Manager at Citadines Connect Georgetown Penang
Responded 31 Dec 2023
Dear Guest, Thank you for choosing to spend your Christmas at our hotel and for taking the time to share your feedback. We're glad to hear that you found the location convenient and enjoyed the spaciousness of our deluxe loft room. We apologize for any inconvenience caused by the parking situation and the issues you encountered in the bathroom. Your concerns regarding the sofa size and the alternating hot water supply have been duly noted and will be addressed promptly. We appreciate your kind words about our friendly staff. We'll continue striving to improve our services and hope to welcome you back for an even better experience in the future. Best regards
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There is NO parking outside of a very limited 15 stalls, that are open to public use. As someone travelling with a person with limited mobility their claims of onsite parking are completely false. Additionally, street parking in the area is a joke.
The wing of the hotel we stayed in was not ready to open, in particular our room had 1. no working tv 2. no working safe 3. a bathroom that smelt like a sewer.
Additionally, The TVs are also not smart tv capable, and they only very limited option to screen cast from some devices. We raised concerns about the safe and tv to the front desk, and nothing was fixed.
Other notes: The coffee and tea in the room was very cheap, instant only. In general, the room featured very basic and corporate room fixtures, down to the hangers that assume you are going to try to steal them. Overall, you could tell from the false claims on parking, limited wifi speeds, no smart tvs, cheap amenities, things not working in the room that Citadines only cares about the profit margin.
I emailed the general manager about these issues, who responded late to my concerns and conveniently after our stay with absolutely nothing besides an overall apology. I can't think of another time I've felt so ripped off for the room rate I paid.
A complete disappointment.
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Date of stay: December 2023
Value
Location
Service
Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Boon Kae Lee, General Manager at Citadines Connect Georgetown Penang
Responded 22 Dec 2023
Dear Guest, Thank you for taking the time to share your experience with us. We genuinely apologize for the series of disappointments and inconveniences you encountered during your recent stay at our hotel. We regret to learn that the parking situation did not meet your expectations, especially for someone requiring accessibility due to limited mobility. Our intention is always to provide accurate information regarding our facilities, and we apologize for any misunderstanding or inconvenience caused in this regard. Regarding the condition of your room, the malfunctioning amenities, and the unpleasant odor in the bathroom, we completely understand your frustration. This is not the standard of service we aim to uphold, and we are deeply sorry for failing to deliver a comfortable and functional environment during your stay. Your feedback regarding the amenities and room fixtures has been noted. We continually strive to improve our offerings, and your comments will certainly help us in our efforts to enhance the guest experience. Your feedback is incredibly valuable to us, and we assure you that your comments have been shared with our management team for immediate attention and resolution. It is our sincere hope that you will allow us another opportunity to restore your faith in our hotel and demonstrate the high standards of service we are committed to providing. We would like to extend our apologies once again for the shortcomings you experienced and hope for the chance to welcome you back for a more positive and satisfying stay in the future. Sincerely, The Management
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I am writing to express my profound disappointment with my recent stay at Citadines Connect Georgetown Penang.
The most appalling aspect of my stay was the cleanliness of the room. When I checked in and proceeded to my room, I found the floors filthy, dusty, and blackened, and the toilets were unclean. This was unacceptable and far below basic hygiene standards.
On the night before June 21st, I called reception to request a change of bed sheets. Despite assurances that housekeeping would address this, I returned to find that neither the bed sheets had been changed nor the floor properly cleaned. I had to repeatedly call the receptionist and even supervise the cleaner to ensure the bed sheets were finally changed.
On my last day, I once again requested new bed sheets at the lobby. Despite this being a daily requirement unless a card is placed on the bed, my sheets were not changed daily as requested. I was too exhausted to monitor the cleaner every day as he mopped the floor, which should have been a standard part of the housekeeping routine.
In addition to these issues, basic amenities such as toiletries and tissue paper were not replenished during my stay. For a newly opened hotel, this lack of attention to detail and cleanliness is unacceptable.
I am extremely disappointed with the overall cleanliness and efficiency of the hotel. I hope you take immediate action to address these issues and ensure they do not recur. I also request that you investigate the performance of the housekeeping staff during my stay, as the current standards are unhygienic and unacceptable.
Thank you for your attention to this matter.
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Date of stay: June 2024Trip type: Travelled as a couple
Room Tip:The floor room and toilets are filthy and toilet amenities are not replenished. Bed sheets are...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Boon Kae Lee, General Manager at Citadines Connect Georgetown Penang
Responded 26 Jun 2024
HiJaschinpy, Thank you for taking the time to share your recent experience at Citadines Connect Georgetown Penang. We sincerely apologize for the disappointing stay you had with us, especially regarding the cleanliness of your room and the service you received. Your feedback regarding the condition of the room upon your arrival and the subsequent lapses in housekeeping services is deeply concerning. Please be assured that this does not reflect the high standards of cleanliness and service that we strive to uphold. We have immediately addressed these issues with our housekeeping team to ensure that such oversights are rectified and do not recur in the future. We truly value your feedback as it helps us to identify areas where we can improve. Please accept our sincerest apologies once again for the inconvenience caused during your stay. We hope to have the opportunity to welcome you back and restore your faith in our hotel. Warm regards, The Management
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There are few points: 1. After informing the hotel I'll be checking with a Dog, i was informed that a 50% charges on room rate will be implemented, but during check in, i was inform that I'll need to show proof of vaccination and the dog can't be more then 10KG. 2. I ask for a refund, but was rejected 3. The hotel made me a deal, downgrade the room, I've booked, without any refund, and will charge me the Dog policy of 50% per day based on their website room rate and not how much I've booked, and also based on the Suite standard and not the downgraded price. 4. Tried to borrow a fork and spoon from the front desk, but was informed that, they don't have a F&B outlet, but "Breakfast MYR 25 (optional)" was written on the booking page..... 5. Car park, RM 5 a day rate was collected for 2 nights, but the car is has less the 20 parking lot and it's open to public.
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Date of stay: January 2024
Value
Location
Service
Trip type: Travelled with family
Room Tip:Not informative, over charging and NOT PET FRIENDLY AS WRITTEN!!!
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Boon Kae Lee, General Manager at Citadines Connect Georgetown Penang
Responded 21 Jan 2024
Hi Bobbyy823, Thank you for sharing your feedback regarding your recent stay. We sincerely apologize for any inconvenience you experienced. We understand the importance of clear communication and we regret any misunderstanding regarding our pet policy. We appreciate your input and will review the points you've raised to ensure a better experience for our guests in the future. For further clarification on our pet staycation policy, we kindly request you to contact our hotel directly, and our team will be happy to assist you. We value your patronage and hope to have the opportunity to welcome you back for an improved stay. Best regards, The Management
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I normally stay nearby but both hotels were full during new year, so I opted to try Citadines which had just opened in Dec22.
The hotel was nicely done up but not fully operational with no dining options (but who would eat at a hotel in Penang anyway). You arrive by car at a very tight lane blocked by parked cars so that was troublesome. They should have reserved some space for arriving guests. We were told to park behind the hotel in an open carpark (more on that), and the bellhops assisted with luggage for the 100m walk.
This hotel occupies what used to be a block of old shops so it is just 2 stories high and really broad. Our room on the 2nd floor was a very long walk and confusing at first with many turns. We took a executive room for 4 people and two large beds in two separate rooms with a small TV area and one bathroom. The space was quite tight with no cupboards and one room had no window - weird. Sharing one toilet also requires planning.
Everything worked well, especially the air conditioning. Wifi was good. The hotel looked under staffed as there were usually no one at the reception or entrance. The sole security guard also takes care of the open air car park and was not always there to open the gates, so we helped ourselves in and out, rain or shine :(
Overall I paid almost the same as two separate rooms in my normal hotels, but with very limited services. Other than it being brand new, there was no reason for me to want to return. I understand the brand is a no frills option but I will pay a bit more to get regular service.
Location wise, other than the tight roads, it is very nearby to most of my favourite hawker joints so that earns it 3 stars.
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Date of stay: January 2023
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Boon Kae Lee, Owner at Citadines Connect Georgetown Penang
Responded 18 Jan 2023
Hi Mr Fong, Thank you for your feedback and wish you had a better experience. It is with such feedback that we learned to improvement. We work hard to deliver an exceptional guest experience, and apparently, in this case, we fell short. The comfort of our guests is a priority, and such service is an unavoidable necessity that should have been better explained. Indeed, there are few turnings of room corridors, hence we provided detailed directory and signages for guest convenience. Our 2 Bedroom Executives takes up approximately 35sm each, as stated in our website as well as other booking engines. We have limited spacing of carpark lots by the back lane, however we are surrounded by public parking lots around. The area is part of the historical area and the shop houses have been well conserved on both sides which leads to narrow roads with one or two-way streets, with plenty local hawker food in surroundings. Mr Fong, I would like to assure you that these are isolated cases and are not indicative of our usual service standards on our manning. Rest assured we are in process of rectifying our shortfalls. We do hope you will give us another opportunity to change the impression you have of us. Best regards, Kae Residence Manager
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We have had a nice relaxing stay being close to some great little restaurants and not too far from the shopping districts. The only complaint I have is the cleaning, our room has only ever had the sheets changed, no emptying of bins or taking away pots we have used. The restaurant for breakfast lacks organisation, just some basic training in these areas is required. Some standards drawn up that have to be adhered to. It's a really great chain of hotels ( 3 in total with another 1 next year) But without the upgrades in staff training I think you will miss out on European visitors as this is an aspect they require when only holiday in Asia.
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Date of stay: December 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled as a couple
Room Tip:Pool sometimes has maintenance and closed.
Only 2 sunbeds
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Boon Kae Lee, General Manager at Citadines Connect Georgetown Penang
Responded 28 Dec 2024
Dear Valued Guest Thank you for your review. We are truly sorry for our cleaning shortfall. While we constantly strive to maintain the highest standards of customer satisfaction, regrettably, on this occasion, we have fallen short of our key mission. Unfortunately, there is no way of recreating the past or reversing the unpleasant incident you experienced. We are grateful that these lapses did not deter you from enjoying your stay with us and sincerely thank you for your valued support. We sincerely hope we will be able to welcome you back soon, allowing us another opportunity to serve you better. Regards The Management
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They were unable to provide bowls and cutlery despite providing microwaves in the corridor. Basic request that can’t be fulfilled and emblematic of the experience here that just doesn’t live up to the expectations of a global chain. Budget chains and hostels charging a fraction of their price would be able to sort it out and think these things through.
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Date of stay: May 2024Trip type: Travelled with friends
Room Tip:Expect government counter type services
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Boon Kae Lee, General Manager at Citadines Connect Georgetown Penang
Responded 22 May 2024
Dear Guest, Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience you experienced during your stay. Your comments are important to us, and we are committed to addressing the issues you've mentioned. We understand how frustrating it must have been to not have bowls and cutlery available, especially with microwaves provided for guest use. This oversight does not reflect the standard of service we strive to maintain. We are taking immediate steps to ensure that such amenities are readily available to all our guests moving forward. Your feedback helps us improve, and we appreciate your understanding as we work to better serve our guests. We hope you will give us another opportunity to provide you with a stay that meets your expectations. Best regards,
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Went for a short visit to Penang on the 11th to 14th of November. The stay was good. From the service of the staff to the facilities, there are no complaints. Only feedback was that the door to enter the rooms area in the lobby is quite heavy.
There was a RM200 charge for deposit. Which was supposed to be refunded.
We checked out on 14th Novemeber, and we enquired on 25th November and a Guest Services Supervisor, Johanis Azrin gave the following reply.
"Kindly be informed that the amount RM200 just a pre authorize. The amount will takes 1 to 2 weeks to credit back to credit limit."
So we just waited.
On the 12th of Dec after checking with the credit card issuer, there was confirmed no refund. Hence we sent another query.
This time round, another Guest Services Supervisor, Sharmatha replied the following.
"Kindly be informed that we already contact our issuing bank to release the RM200 from the credit card. However, you may check with the issuing bank."
As I had just checked with the credit card issuer, so I asked, when was the released done. THERE WAS NO REPLY.
Up to today. 26th Dec, the refund was not made.
I am an Ascott member, but i think with this kind of service, I am very relunctant to book any hotels under Ascott again.
Updated. The refund was done promptly after posting thge feedback in tripadvisior in Dec 2023.
Decided to give Citadine Connect GeorgeTown another chance and stayed there with friends in June 2024.
The issue about the lobby door being too heavy was rectified. It is now not too heavy in my opinion and elderly and kids should have no issue opening the door.
Also, there was no deposit charged. (Not sure if this is a new policy or they were aware that I was staying there based on some email correspondence and decided not to charge us the deposit).
The stay was pleasant similar to the past experience and my friends liked the stay as well.
Hence, changing the ratings.
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Date of stay: November 2023
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Boon Kae Lee, General Manager at Citadines Connect Georgetown Penang
Responded 27 Jun 2024
Dear Guest, Thank you for your updated review. We're glad to hear your recent stay was pleasant and that the issue with the lobby door was resolved. We apologize for the previous inconvenience regarding the deposit refund and are pleased it has now been settled. We appreciate your feedback and look forward to welcoming you again. Best regards,
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There are more places to choose from in the George Town area.
PRICE RANGE
RM 288 - RM 408 (Based on Average Rates for a Standard Room)
LOCATION
MalaysiaPenangPenang IslandGeorge Town
NUMBER OF ROOMS
143
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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