Keen Suites@Sutera Avenue — Hotel in Borneo

There is nothing and no words that can describe my / our experience of Keen Suites @ Sutera Avenue; and I only chose 1 star rating because there is no negative star rating.||||I booked a 3 bedroom apartment with them on 7 Apr 2019 via Booking.com for a one night stay on 11 Aug 2019; and received a confirmation, even a telephone number in case of emergency. I even wrote to the vendor to advise them our ETA, as we were driving down from Tip of Borneo which is at least 3 hours away.||||Just before we arrived, I asked my friend to call the vendor to advise them of our ETA, and to advise us how to get into the apartment ( you can see our call log attached). I believe the log says it all, we had called so many times with NO ANSWER. This includes me sending a WhatsApp message (of which I can see that the message was read, but I received NO REPLY).||||Eventually, my friend managed to locate a security guard who gave us the supervisor's telephone number who claimed that there is no apartment available even though they had my booking!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!||||Not long after, my friend received a call from another person (Unity Plus) advising that she had a 4 bedroom apartment available and would rent to use for the same cost Ringgit 400. But in a follow-on call the Unity Plus representative called to say that she can only offer a 2 Bedroom apartment for Ringgit 380.||||Given that we had driven for over 4 hours, and the sun was streaming hot, we were left with little alternative but to agree to the 2 bedroom apartment at a higher cost per unit. ||||Kudos to Unity Plus, because the representative came personally to assist us into the apartment.||||But I cannot give them 100% credit for their good resolution management, but I wonder whether Keen Suites and the other vendors at Sutera Avenue are collaborating in confirming apartments they DO NOT HAVE!!!!!!||||And if they are not collaborating, I believe Keen Suites have tarnished the reputation of all the other vendors here.||||In addition to ourselves and that is kinda why the 4 bedroom (dual key) apartment was not available; was because another group was also stuck without a place to stay and they were given the other 2 bedroom apartment 1.5 hours before us.||||And if I heard correctly, the owner / manager of Keen Suite is called Tim. He urgently sent out messages to other vendors if they had available apartments to accommodate the people he had confirmed bookings with.||||I believe there is nothing more I can add or say about the way this whole saga had happened or resolved.||||Ironically, the apartment is nice, new and relatively clean. ||||To add to an insult, I was asked by Booking.com how come I am a no-show and after corresponding with Booking.com Keen Suites has cancelled my booking, I am unable to give my feedback at booking.com. Which means their rating for their apartments remain...

The only decent part of this place is the room quantity in the house. In terms of cleanliness, it's extremely average. The walls are a bit dirty. The building facilities are terrible, especially the parking area. We came with two cars—one could park in the basement, but the other had to park outside because visitor parking charges by the hour. The basement parking was full of water pooling and wet patches. Check-in was a hassle. The owner sent a long-winded instruction via WhatsApp. We had to collect the key from the mailbox, which involved quite a walk. Then there were three separate access cards: one for parking, one for the lift lobby, and one for the unit. Even going in/out was a hassle. The most frustrating part was the deposit refund. The owner said it would be returned within 7 working days. On the 7th day, I followed up and only then did the owner respond, saying it would be transferred that day. But it wasn’t. On the 8th day, I followed up again, and only then did they transfer it to my account. It should’ve been the owner’s responsibility to return the deposit without needing reminders. If the guest forgets, the deposit would probably be gone. In conclusion, I was not satisfied...

My friends and I booked Keen Suites through booking.com as it had high reviews on that platform and the photos looked clean, new and good quality. But the online photos were not reality.||||Immediately when you walked in the apartment it smelt like smoke and there were cigarette burns/ash on tables. You could hear all the noise from the bottom street/people moving outside your apartment. The linen and towels were filthy with someone else's hair still on them. Most of the furniture was broken - including the blinds, tv stand, lounge and beds, shower head, bidet, and fans - and were repaired with gafa tap. The tiles near the window were also falling apart and the grout was everywhere.||||The bathroom also had significant mold on the roof and the door stop was so moldy it looked like a Mandarin left in a kids lunch bag for three weeks.||||Also, they request direct transfer on the day of arrival before providing answers and information. You have to pick up keys in a safety box.||||The only saving grace was the rooftop pool (which had beautiful views of the islands) and the surrounding restaurants.||||Do yourself a favour and book a...