The ocean view suites in the Victory Annex are unparalleled in the sea front experience! Loved listening to the waves and relaxing on the balconies. Wonderful service from each staff member we encountered, especially Liza. Thank you for an unforgettable stay!
My family and I stayed at the E&O for 3 nights recently, the first time in 12 years. The refurbished heritage rooms were lovely, as were the grounds, facilities and sea view. Staff competence levels were regrettably inconsistent, and the extra beds were remarkably small compared to many other hotels. All in all though, this hotel is undoubtedly one of the best choices in Georgetown.
Absolutely appalling. We got here at 1pm, we even told them we'll be here at 1pm as we took their pick up service from airport, yet said room isn't ready and will be ready in an hour. 2.5 hours later, ROOM IS STILL NOT YET READY. LIKE WTH!!! And we have a young infant with us and they decided to just take their time cleaning the rooms cause the housekeeping people were busy eating. THEN they had the audacity ti tell US to go BUY drinks at their cafe. Wow. You should be treating us, not make us buy YOUR stuff cause you're slow in YOUR service. Oh also, we have a 6 month old who needs diaper changing, thank you for the slow service and making her wait in her dirty diaper for your convenience.
I went to this place on 15th june 2022 for 4 days 3 nights visit. Its a beautiful place inside the hotel in busy town. Everything inside is really beautiful, loved the concept of the echo lobby. The deluxe suite twin was really nice and clean. Everything was going on as plan until came the 3rd day of our stay, we went to the pool and slowly it started to drizzle. I see no one in the pool, there were few guest relaxing on the chair under the umbrella. I asked the staff if i can get into the pool, he said NO because worried there might be a lightning, we said ok and ask him if he can open up the umbrella so we can sit and chill, he said NO again because of the wind (though the wind was not strong at all) at the same time he said this, few guest is sitting and relaxing under the umbrella. so i left to my room. as i get into the balcony, i saw few new guest arrive at the pool and the same guy setting up the chair and umbrella for them. they even went to swim. i asked him why are you letting them, he said the rain stop!!!! That night i went and complain to the receptionist, he said will get the chain manager to speak to us first thing in the morning. unfortunately NO ONE CAME AND APPROACH US about it!!!! WHAT A POOR MANAGEMENT!!!…
I had high expectations for this famous iconic hotel in Penang. Had been a business traveler to most 5 stars hotels past 10 years. It is such a shame how such a nice designed property is really let down by very poor one star service by its staff. When we arrived, hotel staff at multilevel carpark ask us to park at heritage wing, upon reaching heritage wing, the staff there shouted ‘parking full!’, ask us to go back to at multilevel. After check in, our luggages was left at lobby for more than 2 hours even after 3 times urgent reminders from room to the front desk! Was told all staffs are very busy and asked me to wait. There no introductions of room or hotel at all. Had to walk down to lobby to complain and saw all the staffs standing and chatting, doing nothing. Asked the guy if we can have a lounge with coffee to wait while waiting for luggage but said had to wait till 6pm. In room coffee machine was not working, staff promised to fix it but nothing happened. Ended up stuck in room from 3-530pm just to wait for luggage. Bar table in room was so full of dusk. Fruit basket had only 2 green apples. Complimentary whisky was not filled up, vodka and gin was ok. Complimentary lounge only serve local can beer, no draft or even bottled beer.. there was only 3 types of food/canapes, disappointed. Asked for additional bottled water, ice to room but gave up after waiting for half hour, had to go down again to collect. Was told by front desk Sarkies breakfast is until 11am, we were there at 1030am and no more food. Same as Planters Lounge, no more food. Requested for late check out due to all these delays, was rejected outright by front desk, no apologies. What is the point of paying almost rm1000/night for this nice hotel if we cannot enjoy it?? Our supposedly anniversary celebration was totally ruined by the very poor service. I feel there was no motivation in your staffs and the management must bear the responsibilities, failing so will bring more unhappy guests. If you are saying you were full and were out of staffs, we have checked out of Parkroyal Penang and was immensely satisfied with their service and hospitality. It’s the people that brings out the shine of the hotel.…
We stayed at three different hotels on this trip to Penang and Langkawi. This hotel was the most expensive and the service the worst. Negatives: We asked if we could check in early, told to come back at 2.30, so we did 3 o’clock the normal check in time came and went, after waiting an hour in the lobby at 3.30 my husband went up to the desk and after another 5 minutes our room was ready, we had to buy our own coffee while we waited. When we got to the room which was beautiful and opened to the sea there were empty beer cans in the bush next to our outdoor chairs.These are no big deals but given its reputation and price I would have expected more, the staff were ok but certainly did not go out of their way, except for the coffee guy in sharkies who was brilliant. They were many other little things about the service which is disappointing. The contrast in service was huge between the other hotels, so a big disappointment. Positive: The room was beautiful as was the location and pool,bed comfortable. We loved Malaysia but won’t be returning to this hotel.…
Second time at this beautiful hotel. We had a ground floor premier suite in the Heritage Wing. The room was nicely decorated with a lounge area opening onto the terrace. The bathroom was large with a big tub, but no bath foam as the amenities were in the shower and not movable. That was disappointing as a bath with no bubbles is pointless! The menu was almost identical in all the restaurants, pool and in the room. It was quite limited but ok as we only stayed for 3 nights. Staff were all great, very friendly and professional. I also loved the Heritage Wing pool. It was never very busy despite the hotel being full when we arrived. We will definitely be back again!
I love this hotel - I’ve stayed here three times now and it’s one of the best hotels I’ve ever stayed at I love the heritage style and the hospitality Stayed here with a group of six and we all loved it A great happy hour A great pub And great service….
The building, rooms and pool area are just stunning. You are transported back in time to an age of old world glamour. What’s missing to take it to the next level is great service with a smile. The exceptions to this were in the Farquhar bar (different manager I wonder?) and the chefs cooking behind the counters at breakfast! Talking of breakfast, the extensive selection is great and delicious at Sarkies, However this is let down by service staff who looked truly miserable. The noise level when busy is bad too, as whilst a lovely room there are no curtains or soft furnishings to cushion the noise. Dear management, please also improve your cocktail hour. The canapés were just sad and there were in fact no cocktails offered?! All in all a nice idea, poorly executed. Despite all that I would still recommend the place, with expectations managed, and I will return in the hope of improvements made, as this iconic spot deserves it!…
The other reviewers have already said much of what I wanted to say but I would just add that in a 5-star hotel you expect things to be spotted and dealt with the management long before the clients ever need to complain. I know lockdowns will by used to excuse this drop in standards but lockdowns were also the perfect time for the management to get the hotel ready for the return of normality. One petty example is the shower caps, which have all started to bio-degrade. Despite asking twice for shower caps that didn't fall apart on opening the packet they just kept giving out the old stock. I would mention also that the aircon in our room was stuck on freezing cold so we had to open the windows to allow some warmer air in (although one window was stuck closed). We never got the daily fruit which was supposed to be included nor was the mini-bar ever re-stocked. We took breakfast both days in Palm Court but, despite having many staff, the service was slow and the a la carte breakfast was really not up to par. We had the afternoon tea there one day but for some reason they allowed a group of noisy Indian men to come in and drink their beers thus spoiling the ambience for everyone else. E&O is a very special place in Penang and this wonderful 5-star building should provide a wonderful 5-star experience. It doesn't.…
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