Kwen Suites - Aru Suites Tanjung Aru — Hotel in Borneo

We had an overnight stay in Kota Kinabalu with this provider before our hike to Mount Kinabalu.Unfortunately, we were wrongly accused of taking two of their towels.The management held RM300 of our deposit for towels that were clearly worn and wanted us to re-check our baggage thats already packed for the hike.Despite explaining in detail where each of us had left the towels, the owner insisted the mistake was on our part.We even went to the extent of unpacking and repacking all our hiking gear at Mount Kinabalu just to double-check — only to confirm what we already knew: we did not take anything.In the end, while we were already at the summit of Mount Kinabalu, the missing towels mysteriously appeared at the doorstep of our unit.Yet, not a single apology or acknowledgment was offered by the owner.I dont have pic of the unit, nor towel, but here we are when the towel mysteriously appeared in front of their unit.Very...

Bad experience with this hotel. Fully paid for the booking but there is unexpected deposit you need to pay for. And it is equal to the one night stay price! I feel scammed. I cancelled my previous hotel, due to bad service as well and later book with this hotel instead since the room looks nice and the price is affordable but then turns out to be a nightmare due to unexpected high deposit! Just imagine if you dont have money left to pay for the deposit and you just found out upon arrival!! That would be 100x worst!

I proceed to contact customer service to get full refund and this property declined my request!!! Eventho, it is a week prior to my booking date. Insensitive!!!

Think about your customer!!! Please do not put the amount hidden under the house rules. State the charges clearly before your customer do...

The room smells really bad like rubbish was left in the unit for long time? Or maybe is the ikan masin smell. We had to open the window wide for 1 hour but the smell didnt go away. Alerted the PIC and asked them to send air freshener. Feels like they didn’t do thorough cleaning. The bathroom light bulb obviously needs changing. When we turned it on, it was dancing like disco for some time. Also, when we came back from dinner, the power tripped, we tried calling the PIC but no one picked up. We then figured out 1 switch was to be turned off and power came back again. Not a pleasant stay, wont book...