Ming Garden Hotel and Residence — Hotel in Borneo

This hotel is very different from what I expected as a "4-star hotel". The service provided is so slow that we need to wait for some time after the check-in time to claim the door key due to the unfinished cleaning of the room. The atmosphere of the room was initially satisfactory until there were some small things that made dissatisfaction for the customer such as more than one socket was broken, the toilet sink was clogged, the position of the bidet was not suitable, and so on. Please improve all the furniture in the room, some furniture such as the sofa and the table on the bed look dangerous if bumped into. To the hotel service, please provide a quality iron. What is the use of the ironing board provided if the iron wire is very short like a travel iron that can be taken anywhere. Please provide an iron that has a 3-pin plug if there is no socket for 2-pin plug, this is a danger to customers who want to use it. One more thing, please service all the sockets in the room because there are plugs that are pulled out of the sockets while in use.

The hotel is beautiful, because it is located in a beautiful area and has many facilities but the inside looks like the hotel was haunted like no one was there. Please provide a parking card for customers who stay to make a one-time payment when checking out to make it easier for them to entry and exit of the parking area to go to another place. Please provide clear and large information and notices in strategic areas for customers who use the parking lot to pay tickets and not just put it in a dark elevator, not all customers can read it. This is very necessary to facilitate the entry and exit of customers when queuing out of the parking lot. Also, please improve the quality of service so it doesn't look empty.

My family has just been charged by the management because there is a stain on the bed sheets that I am VERY SURE can be removed when washing for a minor stains like facial powder. Without any investigation, the service has charged us for stains that appear without any inspection or attempt to clean them. We told them to check it first if the stains can be removed. Luckily, the charge were cancelled after the stains were easily removed. Another thing, please provide a rule and policy in the room that is clear and visible to all customers and not just a few who can see it. Please, we booked the hotel to ease our movement to work and to stay, not to deal with more...

I am extremely disappointed with the level of service and hospitality I received during my stay. I understand that special requests are subject to availability. However, the way my request was handled by the night shift front office staff, Suri, was completely unacceptable and unprofessional.

When I called to request connecting rooms or at the very least, rooms located near one another, Suri repeatedly told me to “Call back at 9 a.m.” without making any genuine effort to assist or listen properly. I asked her to at least add a remark to my booking, and she responded, “Call back at 9 a.m.” I also requested a baby cot to be arranged, which was completely ignored. To make matters worse, she abruptly hung up on me before I could finish speaking.

At check-in, I asked the team to confirm who I had spoken to, and they verified it was Suri. While Balqis handled the check-in smoothly, I was told that no remark or information had been communicated from the previous shift. As a result, we were assigned rooms located far apart even though we were traveling with a toddler and an infant. This was incredibly inconvenient and showed a complete lack of coordination and consideration for guests’ needs.

Later that night, we requested an extra blanket as we need to make it as a bed for the baby due to no baby cot was provided and were told it was chargeable at RM50 and would only be delivered at 7 a.m. The logic behind this was baffling. Who needs a blanket in the morning? We were more than willing to pay, but the response lacked both empathy and basic common sense. If delivery wasn’t possible, the least they could have done was allow us to pick it up ourselves from the front desk.

What’s most disappointing is that we were staying at the hotel to attend my cousin’s wedding, which was held at your property that night. One would expect, at the very least, some courtesy and respect toward guests who chose to support and celebrate such an important event at your venue. Unfortunately, the service we experienced left a deeply negative impression.

I strongly urge the management to properly train your staff on how to handle guest requests with professionalism, care, and basic hospitality standards. This stay was far from what I would expect from a hotel that claims to offer quality...

I have very ambivalent and conflicted feelings about Ming Garden Hotel. The property itself is rather faded glory, used to be 4 stars, but after COVID, it shouldn't be rated 4 stars anymore. The spa is closed, the bars are closed, and the entire place needs routine maintenance very badly. I understand when no revenues were coming in you had to let some things slide, but at some point, you need to invest cold, hard cash before your property gets beyond the point of no return. Ming Garden is close to that point. On the remarkably positive side, the staff is absolutely FABULOUS! The team led by Jeffrey and Baxter are very guest oriented, warm, gracious, and kind! They make up for the aforementioned physical plant issues! However, the General Manager, Patrick Lau, NEEDS some tutoring on effective and constructive Guest Communication. Two separate emails, directed to him personally, both went unanswered. Bad form, IMHO. And the Chef is sadly very bad at his job...period. A few low points: the lamb on the Ramadan buffet was consistently overcooked and dry (3 days in a row), the beef items on the breakfast buffet were always overcooked, also. On the subject of breakfast buffet, it is dull and uninspired and very sadly repetitious, especially when one is a month long guest. And, lastly, Chef has a major pest problem in his kitchen and dining room. On one occasion in the early evening, as I sat alone at my table, I looked up to see a pretty large RAT by the salad bar area and then about 5 minutes later he came back out of the kitchen...with a friend this time! We all know 2 RATS can indicate an entire family clan in no time. I sincerely hope you understand my conflicted feelings about Ming Garden Hotel. The entire staff from front desk, concierge, pool attendants, housekeeping, and food and beverage is FABULOUS, and their jobs should not be jeopardized by an ineffective General Manager, Patrick Lau, and an unimaginative and inept Chef. I recommend Ming Garden completely and wholeheartedly for the service and attention you will receive from the Team, but as far as the Executives go,...