I've been a regular guest at this hotel due to my monthly business trips to Kuantan, having stayed here at least 16 times. While I acknowledge that the hotel isn't brand new, and maintenance may not be perfect, my recent stay was marred by an incredibly disappointing front desk experience.
During my check-in for the period of 21-24 Nov, I decided to extend my stay for an additional night. I explicitly informed the front desk, and a Malay lady advised me to simply inform their staff on the 24th. To ensure no oversights, I requested to register and make payment immediately.
However, on the morning of the 24th, I received a call at 12:10 asking about my check-out time. Astonishingly, the front desk claimed they couldn't find any information in their system and requested a booking number, which I didn't have because they only provided a credit card receipt during my initial payment.
The tone of the conversation was accusatory, as if I was attempting to deceive them. After a few minutes, they called back to acknowledge their mistake, having placed me on the wrong date. The entire interaction lacked an apology, leaving me dismayed.
Despite overlooking issues like smelly pillows and towels, dirty bedsheets, or blocked drainage in the past, the poor attitude displayed by the front desk this time was truly disheartening. It is my hope that the hotel takes this feedback seriously, addressing both the communication breakdown and the need for improved customer service.
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