Citadines Uplands Kuching — Hotel in Borneo

Poor frontdesk service. Visited on 8th june for a night stay. Check-out time 12pm, check in time 3pm, we arrived at 4pm+ and has been told by the front desk (the guy supposely native/malay with spec) told us that the room wasnt ready yet, still cleaning. So we seated at the lobby along with few families whom where also waiting for their room. Half hour past, one hour, then 1.5hr, and 2 hrs, i can only saw the guy receptionist making frequent calls or via walkie talkie to those housekeeping team i supposed? Also busy with many guests who came to check-in. All were ask to wait. No drinks or refreshment whatsoever for the guests! Time ticking to 6pm i started getting annoyed. First time in my life i need to wait for check-in for a stay! Its not normal inn but a well-known hotel! Another Indon family who were there before us also keep on asking the guy receptionist impatiently how long do we still need to wait???! Dont understand why it takes 4-5 hrs to clean those rooms. Yes it may be festive season where i understand there are lack of staffs but u cant just let the valued guest to wait for their room for more than an hour. I guess it wont be the whole hotel full-occupied as they have around 1000+ rooms? 2 hrs is beyond my limit as i need a rest upon my arrival, but i did not ask the guy receptionist how long more to wait as I can assure that i will be getting the same answer like the Indon family: "tunggu sebentar ya" several times. Hubby keep on asking me to make the refund and go for other stay instead. In my mind i was thinking: waste of time, waste of money, spoilt all my excitement. Until around 6pm, a Chinese lady came to help at the receptionist. Being impatient, I went up the floors to search for my room to check whether is it really still cleaning, indeed still cleaning. But their speed are real slow. Went down again to lobby and decided to ask the Chinese receptionist how long more to wait? Her smiley and quick response directly apologized that she did noticed us waiting but didnt know we are waiting for our room. And immediately offer us another room and explained to us regarding the breakfast time as well as parking fee and allowed us to check out late (3pm) as compensation, at least!  Within 5 minutes, we're in our room as seen from the picture. What a relieve! Maybe the guy receptionist is still less experienced i can say, no apology, no alternatives, din bother to concern, cant handle situation alone when it is peak hours and seems tensed, as compared to the Chinese receptionist. Some nice parts: rooms were exactly as seen in the websites, really feels like a home to us, first time staying in at an apartment-hotel. With pantry! All the  pots and pans, kitchenware,dish rack,dish soap, sponge even got oven and toaster and an induction cooker and kitchen hob! Many storage cupboards, even provide safebox, iron, iron board, hair dryer and a fridge! With sofa and small coffee table, varieties in tv programmes, and a nice view facing tHe Spring. A well-designed mini apartment me. Thanks to the offer of check out time extension i get to enjoy all the 3 stunning pools by myself and there's gym too. And we need not pay for the parking fee while parking at the basement. Only that the bathroom can attach some rails for towels above the toilet...

The location was okay. Its not too near the city but also not far. Area was quiet and beautiful view if the windows were cleaned properly. Cleanliness was not well maintained. Staffs clean our room everyday upon request. But i guess they only make the bed? Floor was not swept properly. There was a box of biscuits under the TV console since we came in, and it was still there till we left. We had to keep requesting for toothbrushes because they did not change when we needed and we had to keep asking. The carpet in the living room was not cleaned, there were algae on the windows and toilet walls. The cabinets and wardrobe had a very bad smell. They never cleaned it well anyway hence we stopped having someone to freshen our room after the 5th day. The staffs were not friendly. There was never a day during our 9 days stay, someone actually greeted or the least smile at us. The reception didn’t bother to explain anything when we checked in and just issued us the key cards. The house keeping, security, breakfast guy and anyone else, NONE that I could think of a good feedback or comment. The swimming pool. The jacuzzi jet at the jacuzzi did not work and there were algae everywhere on the walls. The main pool was also very dirty, we took a dip for 5 minutes and left after seeing the horrible state.The GYM. The equipment were not alot and it was still fine. But some equipment were not even working well. The breakfast. They do not have a restaurant and breakfast would be served in a bento box. We didn’t know that breakfast would be sent to us every morning at 7am because the reception did not bother to explain. Throughout our stay, we we served like prisoners. They would ring the doorbell continuously and knock on the door like loansharks. Aside to that, they don’t greet or the least smile. Checking out. We left the hotel at 5am because our flight was early at 7:30am. When we came out of the lift, they reception looked at us weirdly and as usual, no greeting. He then asked, all is paid? Well, shouldn’t the hotel have a record if the rooms are paid for?? He asked the question while looking at me wondering if i was telling the truth. I walked away refusing to let him further spoil my day.I am an easy going traveller and writing bad reviews are the last thing I want to do. But this experience here was so so bad. I will never ever recommend my friends or family to stay here. Truly...

Located near the airport, just about 10 minutes drive. The hotel is in the same building as the ST3 Mall but the mall was quite empty, only 2-3 restaurants and many different types of toys vending machines that open on the ground floor. Don’t worry if you need to eat or buy something, The Spring Mall just across the street.

I and my family stayed here for 2 nights in the Executive Two Bedroom. The apartment is spacious but looks old.

There are 2 bedrooms and 2 bathrooms, the master bedroom with king sized bed and en suite bathroom with bathtub but it was stuffy there because the exhaust fan didn’t work normally. The twin sized bed bedroom has no windows, the walls look dirty, and the lights are dim.

The other bathroom is smaller than one in the master bedroom, no bathtub just shower room but more clean and fresh, I mostly did my business here. In both bathroom there is a handwash soap bottle but were empty both of them. I don’t know they forgot to refill it or it were only accessories.

There are 2 small televisions in living room and master bedroom. It weren’t smart tv and not so many channels options.

The apartment has 3 air conditioners unit in both bedrooms and living room so it was easy to adjust the temperature.

It has kitchenette and a dining table. The microwave worked well as we used it. We didn’t use the electric stove because we saw the cookware (pot, pan, and wok) were scratched so we decided not to use it.

The hotel provide filter dispensers in the hallway instead of bottled water. There’s glass jar in the room you can use. It tastes little bit weird for me, maybe the tube hose hadn’t been cleaned in a while.

There wasn’t washing machine in the apartment, but there’s launderette with only 2 washers and 2 dryers on 3rd floor. You can buy the coin at the reception. It cost about RM12/coin.

We tried breakfast here. It was a simple breakfast, not so many choices of food but it taste...