I am a university lecturer and doctor in hotel and tourism management. Normally, I don't write critiques about hotels because if I have to write, I will have to write an essay about it. Excuse me for my lengthy complaint because I have never seen a hotel in Asia with such stubborn and ignorant staff as this one. Technically, I don't see this hotel with any professional customer service at all and I wish I would have never been to this place because it devastatingly damages the reputation of KLP, the city's impression for me after all. My husband and I have to stay in this hotel for his work from the end of Feb to the end of March 2023. He has chosen this hotel due to its location near his work and it is claimed to be the "best/ five-star hotel in the area". The following is what I found in this hotel we both are quite mad and disappointed at: 1. Operator is extremely rude and impolite, with poor English hearing. - Phone rings for over 1 min, but nobody answers every single time, later you have to press the "Speaker" key to wait for it. - We would like to borrow some cutlery for our room, but the Operator said they all need to be charged additionally. - Water bottles are supposed to be 4 bottles free each day at the club residence, she said they...I am a university lecturer and doctor in hotel and tourism management. Normally, I don't write critiques about hotels because if I have to write, I will have to write an essay about it. Excuse me for my lengthy complaint because I have never seen a hotel in Asia with such stubborn and ignorant staff as this one. Technically, I don't see this hotel with any professional customer service at all and I wish I would have never been to this place because it devastatingly damages the reputation of KLP, the city's impression for me after all.

My husband and I have to stay in this hotel for his work from the end of Feb to the end of March 2023. He has chosen this hotel due to its location near his work and it is claimed to be the "best/ five-star hotel in the area". The following is what I found in this hotel we both are quite mad and disappointed at:

1. Operator is extremely rude and impolite, with poor English hearing.
- Phone rings for over 1 min, but nobody answers every single time, later you have to press the "Speaker" key to wait for it.
- We would like to borrow some cutlery for our room, but the Operator said they all need to be charged additionally.
- Water bottles are supposed to be 4 bottles free each day at the club residence, she said they all needed to be charged.
- Each time, I need to schedule dry cleaning manually and buzz them on the phone, but the Operator always misunderstands. For example, I need my laundry back, she replied you need your laundry bags.
-Housekeeping is super slow. I called for 2 fresh bath towels, 2 hand towners, they always come with 1 each and complained to me it was Operator's wrong message.
-I CAN'T BEAR with the Operator anymore because their attitude is very arrogant and doesn't want to listen patiently. She always talks like she understands but makes mistakes constantly. Eventually, I am sick and tired of speaking to her. I don't understand why this hotel hires someone so rude and unprofessional as the "first impression on the phone " for the hotel.

2. The breakfast is terrible, the food is the same and old things every day and they are disgusting.
- The restaurant breakfast never changes with the same old food. I was just surprised to find out on TripAdvisor that someone posted in 2017 that the breakfast served the same food as today. We are quite shocked.
-Honestly not a curry person, but this hotel serves this ethnic food in a big section of all and stays the same throughout the week. I have no other choice. I don't know if this hotel is budget-tight or what, the food is quite poor and not compatible with the price it charges.
-The donut and croissants are not fresh. They are mixed with old food and we can taste it directly from the fridge and the stale smell from overnights.
- The waitresses are like robots and compete to collect dishes from guests in no time. They are not friendly and only run to come to get your dirty dishes and they don't care if you finish your food or not. They just want to get their work done.
-Sometimes, when they don't see customers, they played their phones. (I caught one was reading her phone during her shift at the reception).

3. Most of the front office staff are not professional and not proactive.
- We have stayed for over a month and changed many rooms due to our different bookings. They don't keep our credit card on file. Instead, always ask for us to physically come to the front desk to "check-in", "deposit", and "check out" even though our reservations are back to back.
-We asked to move our room the night before our next check-out time. The previous night, the agent said it was available to change at any time. The next day, my husband came back from work just for our room move. She said the room was not available and we needed to wait until the afternoon. My husband was super mad because the agent is wasting his time.
- They always waited for us to come to tell them we need to connect two reservations because we had told the agents the night before. They STILL LOCKED US OUT of our room two times the next day.
-When we asked for currency exchange in the morning. It took them 5 min to tell us. It is not available and we need to wait until late afternoon (someone can authorize to do this at a specific time) but not working to make customers convenient.
- When we checked out for our previous reservation, they said they will send us an electronic copy to our email. It never happened until we dropped by the front office to ask two times.

4. The facility is poor and not qualified for its name in the town.
- The hotel doesn't have a recreation facility. No Sauna, no sports club, nothing just a bunch of restaurants.
- The only gym is not well maintained and we need to inform the Operator to refill water bottles every time.
- The swimming pool outdoors is quite poorly maintained. Dirty and unguarded, no lifesaver watched.
-A lot of mosquitos and big black ants. We both got bitten a lot near the pool.
-They sprayed some sort of smoke every week without notification and we don't know what it is but it is quite annoying.
-They have staff blowing the leaves every day in the morning. This cleaning is quite annoying.
-Fire drill every week. It is extremely annoying.
-The rooms are quite poorly renovated. We have stayed in a few types of rooms there, and none of them are nice. Due to the fact that it is a humidity-oriented hotel, we can see the renovation and repair are quite demanding.
-Everywhere in this hotel is humid and dungeon. The rooms smell very bad due to this humidity. You can tell the wallpaper is growing moldy and there are a lot of bugs (especially in the rooms of the Club residence).
- Besides the general impressions, the hardware of the room is under expectation. The bathtub is broken (2 times I saw it in other rooms). The window is broken. The toilet paper is super fragile and it breaks all the time before I wipe with it.
-After we move to block 3, on the top floor. The water pressure is not stable. Sometimes, we have little water during the shower and washing. Or the water turns suddenly extremely hot and cold.
- The hygiene of this hotel is questionable. Wherever we walked, there are dirt and food in the hallway.

5. The housekeepers are obviously not doing their job well.
-They always miss little things in the room. I don't know if this is the hotel's budget-tight strategy. Less cost if they supply less. For example, they are supposed to place two mugs in the room, but there is only one.
- For the daily refreshment/cleaning of the room, they don't provide laundry bags/forms/water bottles/tissue/toilet paper/writing pads, or any supplies in the room if you don't ask.
-They won't change the sheets or towels if you don't tell them to change.
-They come always later than we ask for. For example, I called the Operator to deliver towels, it took me over 45 min. Later I called and tell them pls hang it on the door since I have to take a shower. He showed up at the door when I am showering and kept ringing the doorbell. It drove me insane.

6. The scheduling for staff to work seems unreasonable to me
- The everyday cleaning, only one person cleans the leaves and outdoors. Can they have more staff instead of using machines to produce more noise?
-They clean the ceiling spiderwebs when there are guests in the lobby.
-I have never seen anyone cleaning the hotel hallway.
-On a weekday night, we found that their Japanese restaurant has four servers and a bunch of cooking staff, to only serve around 5 customers.

WHY DO WE NEED TO TELL THE HOTEL CONSTANTLY TO DO SOMETHING?
DOES ALL THE ABOVE SUPPOSE TO BE DELIVERED NORMALLY BY THE HOTEL?More