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Jeff_Kosty
Bangkok, Thailand

Dodgy policies, treat even regular customers poorly

1.0 of 5 bubblesReviewed 12 Mar 2020
I stayed at this hotel 9 February through 12 February 2020. I go to Penang every 3 months for a Non-Immigrant Business visa for Thailand. For the past two years I have stayed here and never had a problem.

The room is too small for a chair, so when I brought a beer home I sat on the bed. I spilled a little. The hotel fined me five times the retail price of the sheet, as if I'd stolen or ruined it.

I agreed to pay only on the condition I keep the sheet (after all, I paid five times its value for it). I got it home, popped it in the washing machine with some oxygen bleach and viola! It's pure white, as if new again.

Either the hotel don't how to do laundry, or this was a money grab. As money grabs go, it was pretty stupid: the sheet cost the equivalent of a day and a half, and last year alone I stayed 12 days.

At best, this policy combined with lack of basic laundry knowledge is short-sighted. At worst, a lame scam. Oh and the main elevator smells like cat piss, and has for years.

Oh. And just in case it still sounds good, be advised that the walls are paper thin, and the place is typically beseiged by loud tour groups who stay up late and wake up early.

I will never, ever stay at this hotel again. Do yourself a favor and AVOID IT, in spite of the excellent location.
Date of stay: February 2020
Trip type: Travelled on business
2.0 of 5 bubblesRooms
1.0 of 5 bubblesService
1.0 of 5 bubblesSleep Quality
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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.
Shifah Faizah, Guest Services / Front Office at Kimberley Hotel Georgetown, responded to this review
Responded 29 May 2020
Dear Jeff_Kosty,

Thank you for sharing your feedback, the time and efforts bringing this to our attention.Do allow us to take this opportunity in extending sincere apologies on the unpleasant experience you have encountered during your recent stay with us.
Upon received your comments, immediate action had been taken by our Housekeeping team to ensure our quality standards are maintained and also reinforce our high guest service standard to avoid recurrence and future disappointment to our guests.

Once again, please accept our sincere apologies for the inconvenience cause.

" To Give The Best Accommodation Experience "
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed 31 December 2019

2D1N in Penang for a foodie trip and picked Kimberley for its location. A walk away from all the food and heritage area. If that’s what you intend, this is a recommended hotel. Front service is helpful but not attentive enough. Checked in for 3 pax but room was ready for 2 pax only. When we remind the front office, they were clueless but managed to get the 3rd bed ready when we return. Thanks
Note. Their shower cubicle we have does not have a drain hole so it flows out to the whole bathroom before reaching the drain hole. Don’t put the floor towel inside the bathroom, a mistake we made. Place it outside the bathroom.

Date of stay: December 2019
Trip type: Travelled with family
Thank A Y
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.
SharifahQaseh, Front Office Manager at Kimberley Hotel Georgetown, responded to this reviewResponded 1 January 2020

Dear A Y,

Thank you for choosing Kimberley Hotel on your recent stay and taking time to share your feedback with us.

While we are grateful and appreciative of your compliments, we have taken note of your comments and will share these with our team so that we can continue to improve our service and to better meet the expectations of all our guests.


One again,Thank you for your support and we look forward to welcoming you back for another pleasant stay.


Cheers!

" To Give The Best Accommodation Experience "

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 December 2019

The Kimberly hotel at the edge of Penang's UNESCO's World Heritage Centre provide easy access to the 21st and the 18th and 19th century worlds.

The room which I had was mostly taken up by the bed and it was a tight squeeze between it and the writing table. What was easily visible was clean, but I had to search for an item that had rolled under the bed and there were the beginnings of dust bunnies.

The breakfasts, which were included in the price of the room, were disappointing. The selection of food was limited and the restaurant was packed. We waited until 9:30 - 9:45 before going for breakfast because there was no place to sit.

The staff, in this sea of people, were noticeably calm and collected. They were polite and efficient, as were those working on the registration counter when large numbers were checking out and attempting to check in. I arrived early and left my bags in the hotel before checking, but they were left in the registration area, rather than a secure room.

The pluses for this hotel are its location, and despite being new, it has kept the essence of historical Penang.

Room tip: Try to get a room overlooking the street and one that has a balcony that can be used.
Date of stay: December 2019
    • Value
    • Rooms
    • Service
3  Thank AnnArmstrogn
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.
SharifahQaseh, Front Office Manager at Kimberley Hotel Georgetown, responded to this reviewResponded 1 January 2020

Dear AnnArmstrogn,

Thank you for staying with us.We are sincerely grateful that you have taken the time and effort to share your experience.

We have taken note of your comments cleanliness and will informed Housekeeping team for immediate rectification.

Further to your comment regarding breakfast, Our Food and Beverage Manager and her team will be more prepared in advance as hotel is running high occupancy and are working closely with the kitchen team, to take immediate actions to ensure our high food quality standards are maintained.

In addition, All bags guest left at reception counter will keep inside the luggage room once reception counter free of guest.

One again, please accept our sincere apologies for the inconvenience caused.

Cheers!

" To Give The Best Accommodation Experience "

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 December 2019

I booked two Standard King rooms for 6 nights and had a terrible experience.

1. The rooms were very small. Smaller than it looks in the pictures. It feels dark and cramped. The room would not be able to fit two big luggage. There was no space for two persons to walk in front of the bed even if you squeeze!

2. Soundproof is terrible and I believe that applies for every room since it's a heritage building. I could even hear a cough from next room. So you could imagine all the noise from the hallway and banging of doors. Don't forget the honks from cars since it's quite near the main road.

3. There were big and small FLIES coming out from the toilet EVERY SINGLE DAY.

4. There were ANTS on our table since the day we checked in!

5. No amenities provided = NO hand soaps, NO slippers (you have to pay RM10 per pair! I don't mind if the room's floor is clean but it's not!), NO metal spoons (they give you PLASTIC stirrers), NO safe box, NO water bottles (Hotel keep saying they are trying to protect the environment but I believe giving your guests 2 bottles upon check-in should have made guests feel better!)

6. The toilet is very small. Shower and toilet is seperated by a curtain which makes the toilet even more cramped. When you shower, the whole toilet floor is wet and the curtain gives a bad stench because it's always wet.

7. Room cleaning is terrible. There were footprints on our bed sheets. Our room was not swept because I could our floor was still dirty after returning. Toilet rolls were not refilled eventhough we took our the toilet roller and put it on top for them to see. Turns out, they were not observant enough! Even our rubbish bins were not checked - our rubbish was not thrown.

8. WORST of all, the hotel did not give us the flexibility to change two standard rooms to a bigger room eventhough it could fit all of us. That was the worst feeling ever as we endured 6 days in that small room. The hotel would have made our experiences better!

In summary, I don't understand why anyone will be able to accept staying in the Standard Room. At that price, we could have booked somewhere else with bigger space and be given all the amenities! It was an awful experience and it spoiled our holiday mood.

Why ask your customers to book the Deluxe Room next time when you couldn't even satisfy them with your basic Standard room. There was no care and thought given to your guests. For me, there will be no next time in Kimberly Hotel Georgetown!

Room tip: Book Deluxe Rooms or more. Otherwise, don't stay here!
Date of stay: December 2019
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank fantasy1912
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.
SharifahQaseh, Front Office Manager at Kimberley Hotel Georgetown, responded to this reviewResponded 31 December 2019

Dear Fantasy1912,

Thank you for your feedback and sharing your experience on our hotel’s facilities and services during your recent stay. On behalf of the Hotel, please accept our apologies for the slightly unpleasant experience you had during your stay.

Firstly, we have taken note regarding the pest issues and we have raised these issues to our Housekeeping & Pest Control team, as to review our current standards and for immediate rectification to ensure all room are carefully inspected.

In addition, we have also taken note of your feedback concerning the amenities, we do provide filtered drinking water at each floor and guests are free to refill as much as they would like. About the cleanliness, we are looking into this seriously and corrective action will be performed accordingly.
We were unable to change your two standard rooms to one bigger room as it could be the peak season where the Hotel is fully occupied, our apologies.

We are working hard to ensure all our guests will have a pleasant stay at our hotel and we appreciate your feedback as it is important for us to strive better. Once again, do accept our apologies for any inconvenience caused and thank you for staying with us.


Cheers!

" To Give The Best Accommodation Experience "

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 December 2019

The Kimberley hotel is very clean and the location is good. However, the amenities at the hotel were very poor. There was no water provided in the rooms, no toiletries, and they didn't have an adaptor at the reception either. The room was way smaller than I thought it would be, can't swing a cat in there. The hotel's positive point is its excellent restaurant, the Auction Rooms, which has a very nice atmosphere and great staff - especially Mr. Jamal. We were some of the people who got stranded at the Penang Hill for more than 3 hours at night, and the staff at the restaurant was very understanding in the morning when we were late for breakfast!

Date of stay: December 2019
Trip type: Travelled solo
2  Thank faludafabia
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.
SharifahQaseh, Front Office Manager at Kimberley Hotel Georgetown, responded to this reviewResponded 23 December 2019

Dear faludafabia,

Thank you for sharing your feedback , the time and efforts bringing this to our attention.Do allow us to take this opportunity to explained more detail.

All standard room no fridge,limited amenities and it's upon request. We suggest to you to booked Deluxe category for next future visit.
Hotel is on a mission to reduse the usage of plastic bottles for a cleaner and greener environment, Hotel provided
dispenser water every floor.
Hotel selling adaptor at reception counter the cost is RM15.

Thank you very much for compliment to our staff Jamal, its always great to read our staff have been recognized for their hard work, we have a wonderful team.

Once again,thank you and we hope to welcome you back again in the near future.


Cheers!

" To Give The Best Accommodation Experience "




































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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 November 2019 via mobile

Kimberley Hotel Georgetown is a medium sized hotel strategically located in the heart of Georgetown. Komtar bus station is just a stone's throw away. Restaurants and street foods are all within walking distance from the hotel. The hotel has a pretty decent nicely decorated clean room with all the necessary amenities. The bed is comfortable, water pressure is superb and a good selection of satellite tv channels. The hotel also has a restaurant The Auctions Room which serves daily breakfast,lunch and dinner. Despite the lack of variety of food on the breakfast buffet you will always be well taken care of by the restaurant staff led by Azhar and his team. Also the staffs at the reception are all well trained and committed in their works and they always greet you with a smile. Above all, the Skyview at the rooftop of the hotel has an amazing Komtar (the tallest building in Penang) view.

Date of stay: November 2019
Trip type: Travelled solo
Thank Soloscorpio
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.
SharifahQaseh, Front Office Manager at Kimberley Hotel Georgetown, responded to this reviewResponded 30 November 2019

Dear Soloscorpio,

Thank you for your great feedback and it is very comforting to read that you enjoyed your stay with us.

We are very pleased to read that you appreciated the friendliness and assistance of our staff and enjoyed your visit in our hotel.We have taken note of your comments and will share these with our team so that we can continue to improve our services.


One again,Thank you for your support and we look forward to welcoming you back for another pleasant stay.


Cheers!

" To Give The Best Accommodation Experience "

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