Ryan Then
26 grudnia 2024 r.
Disappointing Service – Room Type Changed Without Notice & Flooding Incident
I had booked a sea-view room from 21st to 26th December, paying extra as I wanted to enjoy the sunset views during my stay. However, I was extremely disappointed with the service I received.
Due to a change of plans, I informed the front desk on 21st December, when I checked out, that I would be staying in Labuan for the night and checking in the following day instead. Despite this, when I arrived on 22nd December to check in, I was shocked to discover that my reserved sea-view room had been given away to another guest!
To make matters worse, I was assigned a city-view room without being informed of the change. I only found out after I went up to the room with my luggage, expecting the sea-view I had paid for. I then had to go all the way back down to the reception with my luggage to address the issue. When I raised my concerns, I was told that I was marked as a “no-show” on the 21st—even though I had clearly informed the staff in advance of my late check-in.
To add to the frustration, on the second day of my stay, the washing machine in my room caused flooding, leaving the floor soaked. Thankfully, a staff member named Rafiy quickly assisted me and provided excellent service to resolve the issue. I truly appreciate her professionalism and quick response, but the inconvenience of dealing with this after an already poor check-in experience was frustrating.
This level of service is completely unacceptable. Not only did I not get the room I paid for, but there was also no communication from the hotel regarding the change. This ruined my plans to enjoy the sunset views I had looked forward to so much.
While I commend Rafiy for her helpfulness during the flooding issue, I hope the hotel improves its communication, reservation management, and maintenance to ensure other guests do not face the same disappointment.
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