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melanie63_11
Telford, United Kingdom
2046
Not a 4 star Hotel
Reviewed 2 Apr 2023
Stayed at this hotel in March 2023. On arrival, the door staff very friendly and accommodating. Showed us into main reception area and check-in service. The lady who checked us in very friendly and informed of room location and breakfast times. The porter took us to our room and said that the room card needs to be used to activate the lift.
Will start with the good points and end with bad points, as detailed below:
Pros - Excellent location of hotel, as near bars, restaurants and temples. For longer journeys, recommend installing 'Grab' App. This made costings to Penang Hill cheaper than normal taxis (RM 13) and airport (RM19). Pool lovely and rooms very spacious. Good selection of breakfast if you are Asian and like salads. Shower very fast and plenty of hot water
Cons - unfortunately there are many negative points, mainly towards house keeping , facilities and customer service. Our room was very dated and really needs to be done out - dirty carpet with stains, woodwork worn and damaged. House keeping didn't hoover our room for the whole 4 days we stayed there. Had no face flannels and only 1 hand towel. We also booked the superior room, which stated it provides bathrobes and minibar. It took 2 days for reception to provide bathrobes, as initially head of front of house said our room number doesn't come under for bathrobes. Showed the evidence on Hotels.com to state they do provide this. Explained that a minibar, in most hotels will have soft drinks, chocolate bars and alcohol. The answer to this was 'No, we only provide the empty fridge'. They need to change this on their booking site, as it's false information. The cleaner also never cleaned our dirty mugs and replenish with clean ones. Had to ask reception for more sugar and milk, as again cleaner didn't replenish. Website states that free wifi available, but doesn't inform you that it only lasts 3 days, so we had to purchase a sim for the rest of our stay, which was cheaper than paying the hotel. The hotel advertises 'Afternoon Tea' daily, so when I enquired about this reception said it wasn't on due to Ramadam. If this was the case, then it should be removed from their video in reception. Breakfast was great if you are from Asia, as plenty of choice. Didn't really cater for other nationalities/religions/cultures. Only good thing was the egg station. The fruit choices were very bad and only had bananas, watermelon and soggy papaya, which looked liked and tasted as if been defrosted. No hot water urns, so had to ask for this. The ready made tea in the urn wasn't warm, so had to have coffee from the vending machine. Finally, on check-out, you would normally expect the receptionist to ask about our stay was everything ok? But no, the man just took our room cards and that was it. In order to improve, customer service and house keeping need further training. I can only recommend this hotel for location and nothing else
Date of stay: March 2023
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Reviewed 27 March 2023

No complaint regarding the room. All are excellent! As always.

BUT totally disappointed with the Ramadan. The foods are tasteless- i.e: char koey teow, mee udang, nasi hujan panas, black pepper crab, squid, prawn. The seafood are not fresh. Sorry to say this, it’s a fact.

Date of stay: March 2023
    • Value
    • Location
    • Service
Thank yazzerazzad
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.
Royale Chulan Penang, Other at Royale Chulan Penang, responded to this reviewResponded 30 March 2023

Dear yazzerazzad,

Greetings to you from all of us at Royale Chulan Penang!

Thank you for taking the time to rate our property. Your feedback is greatly appreciated. We sincerely apologize for the disappointing experience you had at our Ramadan Buffet. We have taken note of all your feedback and have highlighted this to our Kitchen team for their further improvement. We hope to welcome you again in the near future for a better experience.

Kind regards,
Dennis Lee
Resident Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 March 2023 via mobile

Good 4 star quality hotel, very good reception staff, very good breakfast. A huge thank you to Ms. Siang Lee for her kindness, efficiency and her perfect example of Malaysian hospitality. We are regular guests and this hotel usually delivers international quality amenities and service. Concierge in red vest could do with a lesson from the gracious Ms Siang Lee. Early check in was possible. Not expected but a bonus nevertheless.
Breakfast quality and variety has really improved since our last visit. Bed was so comfy and wifi and room quality was excellent. Thank you for a short but divine stay.🌻

Room tip: High floor, pool view is nice.
Date of stay: March 2023
Trip type: Travelled with friends
Thank lyndy23
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.
Royale Chulan Penang, Other at Royale Chulan Penang, responded to this reviewResponded 30 March 2023

Dear lyndy23,

Greetings from Royale Chulan Penang!

Thank you for spending your holiday with us and for taking the time to review our property. We are delighted that you were fully satisfied with your stay at our nice hotel and that you loved our staff and breakfast. Furthermore, it feels great that you acknowledged the efforts we put in to provide you with the best customer experience. We appreciate your support, and we look forward to welcoming you back for another satisfying stay.

Kind regards,
Dennis Lee
Resident Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 February 2023 via mobile

Pathetic Vegetarian Selection. Thaipusam weekend & many Indians guests but hotels just serve idly & sambar without any chutney. Day one we only had vadai & sambar. Day 2 hard rock idly with cold sambar. Wonder what is tomorrow. When asked the chef, his reply is “yes that’s all” and just walk away. No sense of professionalism. If you are vegetarian, forget about staying in this hotel. Rooms are nice but sadly not vegetarian friendly.

Room tip: If you are a vegetarian, please DON’T stay in this hotel.
Date of stay: February 2023
Trip type: Travelled with friends
1  Thank Trips20142014
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.
Royale Chulan Penang, Other at Royale Chulan Penang, responded to this reviewResponded 30 March 2023

Dear Kumar Rams,

Greetings to you from all of us at Royale Chulan Penang!

Thank you for taking the time to rate our property. Your feedback is greatly appreciated. We sincerely apologize for the disappointing experience you had while staying here with us. We have taken note of all your feedback and will work on it for our further improvement. We hope to welcome you again in the near future for a better stay experience.

Kind regards,
Dennis Lee
Resident Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 January 2023

1. Toilet full with hair here and there
2. Bedsheets with a stain / kinda shoes print and it is so disgusting. Complain to the staff and he just make like this is not serious. What a mess.
3. No more toilet roll replacement after u make up the room
4. No tooth brush , like seriously royal chulan don't provide tooth brush in the room?
5. The mini fridge is dirty and with hair inside of it, this is also very disgusting
6. Bed linen full with stain.
7. SUCH A LOUSY PILLOW. SOME SMALL SOME BIG, SOME OK OK SOME SO FLAT!
8. Provide cup and coffee BUT NO TEA SPOON OR EVEN THE COFFEE STICK.
9. WATER HEATER IS NOT WORKING AND AFTER COMPLAIN STILL NO ACTION TAKEN.
10. OVER ALL NOT A HAPPY STAY..BAD EXPERIENCE AND I WILL NEVER EVER STAY IN THIS HOTEL AGAIN.
11. CONCLUSION, BOOK THIS HOTEL IS A MISTAKE.
12. The only thing is good is the breakfast.

3D 2N stay 29th - 31st Jan 2023 with room 406

Date of stay: January 2023
    • Value
    • Location
    • Service
Thank zaitonfuad
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.
Royale Chulan Penang, Other at Royale Chulan Penang, responded to this reviewResponded 31 January 2023

Dear zaitonfuad,,

Greetings to you from all of us at Royale Chulan Penang!

Thank you for taking the time to rate our property. Your feedback is greatly appreciated. We sincerely apologize for the disappointing experience you had while staying here with us. We have taken note of all your feedback and will work on it for our further improvement. We hope to welcome you again in the near future for a better stay experience.

Kind regards,
Dennis Lee
Resident Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 January 2023 via mobile

Hotel is nice, but the service is really bad. We went there to celebrate a wedding. Wedding started at 4 p.m. - we were supposed to check In at 1 pm - only got to the room at 2.30. You want to celebrate a memorable wedding stay away from there! The hotel is actually really nice unfortunately the people working there have no passion for their job.

Room tip: Don’t stay there
Date of stay: January 2023
Trip type: Travelled with family
Thank ulivogt
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.
Royale Chulan Penang, Other at Royale Chulan Penang, responded to this reviewResponded 31 January 2023

Dear ulivogt,

Greetings to you from all of us at Royale Chulan Penang! Thank you for taking the time to review our property, your comments are very much valued. We take note of your feedback and have highlighted it to the management team for their further discussion and action. However, please do take note that the standard check in time at the hotel is from 3pm onwards and it also stated on our website as well as other booking sites. Early check in is always subject to availability as our team needs sufficient time to ensure the rooms are cleaned and ready before the next guest checks in to the room.

Our main priority is to always provide excellent service to our guests and we hope that the forthcoming visit will be more pleasant than anticipated. We hope to welcome you back again soon for a better stay experience.

Kind regards,
Dennis Lee
Resident Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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