Booked a Superior King room (Room 1519) for a 3D2N stay to celebrate our wedding anniversary, and our experience was profoundly disappointing.

Initial Room Issues (Room 1519):

Upon check-in, we found that the safe in our room was not functioning due to a dead battery. We contacted reception and were assured that a manager would attend to the issue within five minutes. However, it took 30 minutes and three follow-up calls for staff to arrive. Due to this delay, we were late for our dinner reservation, causing significant inconvenience.

We were also promised that the issue would be resolved while we are out, but the same issue persist when we return to our room that night.

Subsequent Room Issues:

We were eventually upgraded to a Junior Suite (Room 1720). Unfortunately, the lights and air conditioning in this room intermittently turned off multiple times, including during our showers. The technician informed us that the room’s sensors were not detecting occupancy, suggesting that we open and close the main door to reset the system even during the times that we are asleep — a highly impractical solution for a 5-star hotel.

We were then moved to an Executive Club Lounge (Room 1701), a corner room which we told the staff initially to avoid. Despite assurances, the air conditioning was inadequate, and the room remained uncomfortably hot with stale air. The lights and air conditioning continued to turn off intermittently. It was then revealed to us that the filter was faulty. I truly believe that a 5-star hotel like you guys claimed to be should be unholding to higher standards in terms of the maintenance and upkeep of the hotel rooms.

Unacceptable Conduct by Concierge Manager:

Upon check-out, we were instructed to store our luggage at the concierge area on Level 1. Here, we encountered the concierge manager, Saravena, whose behavior was shockingly unprofessional and rude. He informed us that the storage was full and offered no alternative solutions. When I tried to explain our situation, he interrupted me rudely, stating, “So I have to listen to you now?” His hostile attitude was uncalled for, and his demeanor was more akin to a hooligan than a representative of a 5-star establishment. Despite our polite approach, he dismissed our concerns without any attempt to assist us further. Our anniversary celebration was marred by these repeated issues and the appalling service from the concierge manager. We did not request room upgrades; we merely wanted to enjoy a pleasant stay in the room we initially booked. The lack of professionalism and the numerous room issues were unacceptable for a hotel of your caliber.

The conduct of the concierge manager, Saravena, needs immediate attention as it reflects poorly on your establishment’s reputation and the values/code of ethics of the golden key holder he claims to represent. I know he is a golden key holder which I noticed from the badge he was wearing. He futher make it known to us that he is a a golden key holder when we merely asked for his position in the hotel, which was uncalled for. I am shocked by how arrogant he was throughout our conversation. He even have the authacity to question me on why his name was taken down by my wife. To make matter worst, not only did he not propose any feasible solution aside from shunning us away, he even told me to follow him to the storage room just to prove that the room was fully occupied. I am not here to ask anyone to prove anything, just assist us when we need to, especially when we are a paying customer, paying for a 5-star service. It is really a shame that he is an appointed golden key holder by Golden Key Malaysia. We will be making this known to them as well.

All the other staffs that attended to us were nice and friendly, Saravena is the only problem.

Attached photo was taken from the executive club lounge which the staff claimed to be the best room in the hotel. Tbh, I know luck comes into play during hotel stays, but the encounter with the concierge manager is downright nonsense for a 5 star hotel.