Holiday Inn Express Kota Kinabalu City Centre by IHG — Hotel in Borneo

I've never been treated like this at a hotel before. On check-in, having paid in full at the time of reservation, they asked me to pay again. I said, no, I had already paid when I booked five months earlier. I always pay in full when I book via the IHG Hotels booking site using my card that is saved on their system. I was therefore surprised and disappointed to be required to pay again. It was my last night in Borneo before flying back to Singapore and I was down to my last RM205 in cash. The room was RM235. They didn't let me stay in the room I had already paid for. Humiliated, I had to take my luggage into a thunderstorm and wheel it to another hotel where the staff were actually nice and welcoming. When I got home to England I took the matter up with IHG in order to ensure that I would be refunded what I paid in November to book the room I didn't get to use. They promised me that the hotel would respond to me directly and within 48 hours. It took a further week and a half to get a reply from the hotel and they failed to explain why I was asked to pay again and made out that it was my fault because I hadn't travelled with the American Express card used to pay for the booking (which is next to useless at most places when I travel so I left it at home). I've had a gutful of the evasiveness of this hotel and the shoddy treatment of someone who has been a loyal member of the IHG programme for many years. IHG made it difficult to register this complaint and, although their Guest Relations tried to be of assistance, ultimately it seemed to be a matter with the individual hotel. I felt really embarrassed in front of other guests in the reception area at having to leave a hotel without staying in it. I was humiliated by the unwelcoming and unkind reception staff. The question remains unanswered, "Why, when the guest pays in full using their credit card as he always does when booking any IHG hotel, does the hotel try to double their money by taking the same amount on check-in?" And if, for some reason, the hotel doesn't actually take the payment and charge the card until the moment of check-in, why do they not warn the guest that they will need to bring that card or the cash amount when they arrive at the hotel? This was a dreadful experience both at the hotel and in the subsequent pursuit of a refund and some...

Hi and good morning to you all. Here I would like to pointing to the Reservation service and COMPLAINING of her service during our conversation through the phone call this morning(refer the photo attachment with the date and time). I ask her name few time but she didn’t give. If true that your conversation are recorded, please go and listen!!! The way she spoke to me as no customer service way and attitude. After I greet her, then she silent not respond “yes sir? I hear you sir. What can I help you sir?”(suppose to be a soft and polite tone BUT SHE NOT!) as I need to ensure either she hear me or not but she quiet and the 2nd time greet again and ask if she can hear me or not but she quiet again and the tone started change. If you are professionalisme in customer service or reservation service speaking, you will know and can compare how to or the way to speak to the customer and the tone, regardless if the customer being a rude, firm, or good. I didnt being rude or being firm when I talk to her for the beginning as you can listen the conversation recording. I’m not sure this number is direct to the reservation service at the Holiday Inn Express hotel kota kinabalu or the system direct to connect the reservation service at main head hotel of IHG. Because the way she speak english is like a Philipino accent and go find it who is she! Is that how you train her!? Is that how you hire employee!? I know the hotel culture attitude. She also cut my conversation while I still speak. Please take a action on her as this hotel is the big company. If no complain from other customer for her attitude and the way she speak is doesn’t mean that she doing good but probably customer just didn’t write a complain or maybe customer have done argue or complain her through the phone call. Even she said that is the way she speak but no say sorry and not using the professional words or courtesy. I do have experience and learned on customer service, choose of words, professional words, courtesy, and tone. So I know the way she speak to me is not the right and harsh. Provide a training for her is no point because all about her attitude. Please go and take a action not just read people feedback but no action take. Thank you for your concern and...

Hello thank you for reminding me to give a review. regards to our stay, we had bring along our kid (5yrs old) at the hotel.

we were suppose to feel relax but our stay was not so peaceful and somehow feel offended by your staff.

we dont really know about bringing kid to hotel is allowed or not. but if kids cannot stay in the hotel, why at first place you guys allow the reservation?

we aware that kid cannot be seen in the public area (the front office informed during check in), but the way the front office staff treat us is quite annoying.

for breakfast, me and my husband went to breakfast together and leave our son in the room sleeping. 2nd day breakfast was ok. but during the evening, staff call us and ask us to choose in room service meal for 3rd day breakfast, instead. which my husband didnt agree. he say we pay for the breakfast and he prefer buffet. u guys already know only the 2 of us that went breakfast that morning, y bother to ask for in room breakfast? we feel alienated.

on 2nday, we went out to a mall. and when we came back, houskeeping is making room. so husband ask us to wait in the lobby. but ur staff keep asking "are u going out again?" and seems very uncomfortable with us sitting at the lobby. it just for a while though while waiting for the houskeeping. why need to ask my room number, and whether we will go out again etc. isnt it our freedom to go where we wanna go?

during room call about breakfast previously, i also request to do a late check out. and the person says she take note and give us late check out at 1pm. i agree to that. but the next day, front office call us around 12.15pm asking whether we want to extend. u guys did have communication or not? then my husband says we gonna check out soon at 12.30pm. so we went off at 12.30pm.

i feel alienated and annoyed. we pay for 3d2n but as if we were not welcome there. just because we bring a child.

this is our 2nd time staying here. as we like how the room is prepared with extra bed for my son. but somehow, this gonna...