We booked the Rose Room for four nights and it was about as perfect as a stay can get. From our welcome by the amazing Kumar (whose travel advice was gold), to the hoisting up of our cases on the pulley, to the beautifully appointed room, to the warmth and generosity of all the staff - this rates among the highest of any place we have stayed. The location is excellent - right in the heart of Georgetown. Every night a little sweet treat in our fridge. My only complaint is that four days is not enough.

*** [STRONGLY NOT RECOMMENDED] ***

In summary, I was extremely disappointed by the service of the hotel and the treatment by the owner.
I felt unsafe to stay in this hotel.

I booked 4 nights at this hotel after seeing the great reviews. I wanted to experience staying in a historical heritage hotel and it was my first time to Penang as a tourist, however my mood has been ruined on day 1 due to the experience at Campbell House Hotel.

I would have let the matter go if the hotel owners were apologetic, however, they were loud and defensive and came up with many reasons to shift the blame. As such, I requested for a refund which they refused to provide. (I have attached a copy of the welcome letter as a proof of my booking just in case the hotel tries to deny that I booked the hotel just like how they did to the other negative reviews.)

I checked in to Campbell House Penang Hotel on day 1. However, LESS THAN AN HOUR AFTER I CHECKED IN, the male housekeeper came into my room after knocking the door few times and I did not answer since I could not hear clearly and not sure if the knocking is meant for my room. Then, he just unlocked the door and entered the room with the reason that he needed to come in to deliver desserts, and I was undressed. After a while he quickly locked the door back which I believe it’s because he saw me undressed and panicked. Then he continued knocking the door and I replied I am busy will get back later. I felt extremely disturbed. (I am a female.) So, few minutes later I went out of the room and saw the housekeeper and owner outside. I asked if he was the housekeeper that unlocked and entered my room, he apologised and then subsequently said he has a reason to enter – deliver complimentary desserts. And the owner just raised her voice and said “HIS MISTAKE, OK? HE ENTERED THE ROOM, HIS MISTAKE.”

The hotel rule is that if we leave the room, we will hand over the key to the receptionist and they will keep it for us, in turn they also know the guests are no longer in the room. The fact that my key was NOT returned to the reception AND I only JUST checked in less than an hour, shows that I was in the hotel room. It is not right for the male housekeeper to barge in like this despite no response from me after knocking. He could have given a call or slip a paper under the door or just skip the dessert instead of unlocking and entering my room. The complimentary/surprise tiramisu is meant to make the guests happy; it should not be forced upon the guests such that it is a MUST to be delivered immediately by unlocking guests’ room without permission.

Our belongings and valuables were also all over the room since we JUST checked in less than an hour only. We felt extremely unsafe that the owners said they are allowed to come in anytime!!! She also insisted that if we didn’t want anyone to enter the room, we need to inform the reception and hang this piece of red cloth (see photo) that have the embroidered words “PRIVACY PLEASE” outside the door. Just to recap, I only checked into the hotel less than an hour and haven’t even explored the room, I don’t even know there is this piece of cloth near the door, I wasn’t even informed! And my key was with me (so it is clear I am in the room and not out of the hotel!). Regardless, it is disrespectful to enter guests’ room as and when they want.

I do understand that the male housekeeper made a mistake and apologised however, the hotel owners should at least be apologetic and make sure to improve their service by informing housekeepers to NOT allow this to happen going forward. Instead, they kept blaming us (the guests) and came up with many ridiculous reasons as to why they are right to enter the guest’s room as and when they want. I strongly do not recommend staying here as it’s unsafe and if you face any problems, you will only be blamed for it.

There is also a huge protruding lump under the carpet in my room which I wasn’t sure what’s that, I do not have the courage to lift the carpet up. The TV is a very old one with loose cable connection probably since there are many horizontal lines across the screen.

Since I felt unsafe staying here, and they also refused to refund 4 nights, I checked out on the day and booked another proper and bigger hotel for comfort and safety.

My parents are originally from Penang and I remember visiting every year and wandering around Georgetown as a kid. Campbell House is an amazing restoration of a timeless building in a perfect location, and a great example of how boutique hotels should be.

The small details make this place: the fantastic customer service, the ice tea, water and milk in the fridge everyday along with a slice of cake.
The calligraphy room we stayed in for 4 nights was beautifully and tastefully decorated.
The included breakfast had a good choice and was really tasty.
We didn't eat at the attached Italian restaurant but my aunt and uncle had eaten there before and said it was exceptional.

Kumar, in reception, is a real asset - knowledgeable, engaging and welcoming.

I would highly recommend you stay here, we will certainly be returning here in future.