I never share any constructive reviews or feedback about my stays however, I think this time I need to alert those looking for a stay here it is extremely important for guests to read this. I mean be warned!! I must say my experience at this hotel so far has been turned around and has fallen way below my expectation's mainly due to a member of staff (Front Desk local lady staff working in the evening/afternoon shift on the 18th of June) who decided to shout at me and I mean literally yell!!! at me in front of her colleagues for calling her madam. I am very shocked!! lost for words and I can tell you I have never seen anything like this in my entire travel experience. She felt offended when I addressed her as madam and by all means I was very shocked by her behaviour for I did not know that she was not married yet which made her go mad.. I am quite surprised that this is someone working at the Front Desk who is dealing with guests, and I mean international travellers from all over the world. Furthermore, I went back to the desk to request for a key card about 2hours later and she literally ignored me, printed the key card and handed it to her colleague concierge to hand over to me. At this point I honestly feel racially profiled because I am from Africa and I could hear her asking her colleague if i found my lost bag, all this happening in front of me. All this was caused due to the fact that I received 3 bags in my room and when I mentioned I am missing one bag, the process to find out where my bag was began, so we may establish where the bag could be. While talking to the concierge staff, they mentioned they could not retrieve my CCTV footage for the same day that I checked in which is today at 11:00 a.m. and the reason was because the IT Manager has gone home and that they can only review the footage tomorrow. All this was happening between 5 to 5:30 p.m. in the evening when I noticed that the bag was missing and I mentioned to them that this was too late for me as I was travelling back the next day and all I needed is to confirm if I gravied with the bag at the hotel or not, and this is when the lady staff (local girl) got involved again. I will get her name to update when I share my experience to their ,management. This was such a simple request of which I even mentioned that the bag could be at the airport and I don't mind to go look for it for it may have been left there. FYI the airport is like 8min away so close so not a problem for me, all I needed was someone to confirm anyway I went back the airport and found my bag there. When I got back to the hotel with my bag, I requested a new room key card and as shared above, you could see she was not done with me. In a nutshell, there is lacking of how to deal with a guest complaint, lack of empathy, the management I have been informed that they will not be available until tomorrow. The staff lady has really portrayed a bad image and reputation in my opinion for this hotel, I can guarantee you that if this has happened to me, she must have treated another guest like this before or it is bound to happen again and not stop unless action is taken. There is serious need of customer/guest service trainings needed. Sad to say there is a clear lack of emotional intelligence, of how they are able to identify how another person is feeling and manage the emotions of guests. I am sad that I have had to share my bad experience of which I have never do, for I can tell you 98% of the people around Langkawi, Penang the 2 Islands I have visited are very warm, welcoming and receptive just a few who you need to avoid and stay far. I am happy as a guest, I never engaged in any confrontation with the member of staff just watched her play the show in front of her colleagues. Too bad for Ombak Villa management. Please step Up.. This makes me point out a few other things…. the condition of the shower head, mould in the shower area and a Concierge escorting me to the room when about to leave my room asking me to give him a tip… Seriously?? I give without being asked and this made me say NO!