Mountain Valley Resort — Hotel in Borneo

Pls do not book this place if you treasure your life!||1. I DON'T RECOMMEND this Resort||2. We booked the room in half a year ahead prior our trip. On the day of check-in, we did WhatsApp to ask about the earliest check in time, they replied 3pm.|Hence, at 3.30pm we arrived and wanted to check in, the receptionist informed us that our room still yet to ready for check-in.|At 3.40pm, the moment I stepped into the room, I already decided to cancel the room immediately, reason was due to the room doesn't match to the photos displayed in their website, can't even consider as a resort. However, due to it was last minute to make the cancellation, the request was rejected. 2 options given, either continue to stay or pay extra RM170 to make up a total of RM450 for other type of room.||3. The staff act in poor manners by IGNORING OUR COMPLAINT MESSAGES through Whatsapp from evening till next day check out at 12pm(refer to Whatsapp screenshot). We have to sum up all the complaints and told them face to face at the reception counter during check out.|When talking to the top management staff on all the complaints listed here, they responded in an irresponsible manner which made us feel their customer satisfaction is very bad! Their response ruined my day.||4. The room does not have any small chair.||5. Safety issue - Only ONE 13A power socket available. They plugged ONE MULTIPLE PLUG together with INTERNATIONAL PLUG. We did hear a few times of electrical sparks.||On general usage, plugged in 1 for stand fan, 1 for boiling water & 1 for TV... is it SAFE to do so?|Then, how & where to charge handphone or use the hair dryer?|On the next morning 8am(after fed-up) with the annoying sound created by the restaurant, I found my handphone did not get to charge at all due to the power socket!||6. It stated ELECTRONIC DOOR LOCK in their website, in actual need to use the KEY to unlock & it is quite difficult to insert the key -1st Not Comply to what was written in website||7. It stated private balcony for room no 8. in their website, but there are 2 public doors that can access into the "PRIVATE BALCONY" of our room, is that called Private Balcony or should rename as "Public Balcony"?||8. Safety issue - The sliding door's lock also MALFUNCTION & feeling UNSAFE while sleeping. We need to put something to block the door instead.|Before checkout at 12pm, we did request to visit the room together with the maintenance guy + 1 receptionist to double check the sliding door lock is spoiled or not? They have verified - it was spoilt!||10. Received a towel with dirty stain on it and they replied me need to wait for the laundry department to come back later only able to get new towel, which took me to wait for ONE HOUR||11. Cleanliness & building maintenance are bad! Can found dead insects body left at the wall, crack paints at many spots. Cockroach also can be found inside bathroom.|Overall, the entire resort is lack of periodic maintenance and POOR management.||12. Requested extra pillows upon check-in at 3.40pm, received it at 5.30pm after 2nd reminder thru WhatsApp at 4.40pm.||13. Safety issue - No EVACUATION MAP available in the room? As a guest, no idea where should I escape to the nearest Assembly Point.||14. We totally couldn't sleep well from 6.30am - 8am, too noisy from the restaurant on top of our room.||15. Busy catching insects throughout the night as the room does not have netting door.||In a nutshell, I would rate it "ZERO ⭐' as a Resort category.||The good things of the room are:-|1. Comfy bed (resort minimum requirement)|2. LCD TV available, but with limited channels|3. Nice scenery from the balcony (balcony cleanliness cannot meet resort...

Below are our complaints:- I DON'T RECOMMEND this Resort. (but they auto changed it from doesn't recommend to recommended in FB, see my screenshots)

We booked the room half a year ahead prior our trip. On the day of check-in, we did WhatsApp to ask about the earliest check in time, they replied 3pm. Hence, at 3.30pm we arrived and wanted to check in, the receptionist informed us that our room still yet to ready for check-in. At 3.40pm, the moment I stepped into the room, I already decided to cancel the room immediately, reason was due to the room doesn't match to the photos displayed in their website, can't even consider as a resort. However due to it was last minute to make the cancellation, the request was rejected.

The room do not have any small chair. Other resort even provides sofa.

Only ONE 13A power socket available. They plugged ONE MULTIPLE PLUG together with INTERNATIONAL PLUG at the socket. Few times of electrical sparks were heard.

On general usage, plugged in 1 for stand fan, 1 for boiling water & 1 for TV... is it SAFE to do so? Then, how & where to charge handphone or use the hair dryer?

Why there is a stand fan in the room to share out the power socket inside the room instead of ceiling fan? The answer is the ceiling fan was spoilt. Why can't they REPLACED in the ceiling fan? Is it so EXPENSIVE to replace it?

It stated ELECTRONIC DOOR LOCK in their website, in actual need to usel KEY to unlock & it is quite difficult to insert the key -1st Not Comply to what was written in website

It stated private balcony for room no 8. in their website, but there are 2 public doors that can access into the "PRIVATE BALCONY" of our room, is that called Private Balcony or should rename as "Public Balcony" and reduce the price. 2nd Not Comply to what was written in website

The sliding door's lock also MALFUNCTION & feeling UNSAFE while sleeping. We need to put something to block the door instead.

Received a towel with dirty stain on it and they replied me need to wait for the laundry department to come back later only able to get new towel, which took me to wait for ~ ONE HOUR

Cleanliness & building maintenance are bad! Can found dead insects body left at the wall, crack paints at many spots, COCKROACH in the bathroom Overall the entire resort is lack of periodic maintenance and POOR management.

The balcony is super dusty, we need to clean up the table by ourselves before use.

Requested extra pillows upon check-in at 3.40pm, received it at ~5.30pm after 2nd reminder thru WhatsApp at 4.40pm.

No EVACUATION MAP available in the room? As a guest, no idea where should I escape to the nearest Assembly Point.

We found cockroach inside bathroom

We totally couldn't sleep well especially from 6.30am till 8am, the restaurant keep pulling the chair and causing noisy sound to the room no 8

Water accumulated behind the resort room, mosquito & insects flying into room

I personally really wondered this Resort is serving 150 rooms or 15 rooms? The efficiency is super low if compared to other Resorts or hotel that I stayed before.

The resort management staff need to review the overall manpower planning, services arrangements, individual multi-tasking, room & building periodic maintenance plan, towel backup plan etc.

In a nutshell, I would rate it "ZERO ⭐' as a...

The walk up to the hotel is very steep, and there are many staircases on the way to the room (consider your luggage).

We booked through Agoda for two nights, but we had to switch rooms on the second day from room 6 to room 3. The rooms are identical and located along the same corridor, but the receptionist informed us that another guest was scheduled to stay in room 6. This was inconvenient for us because it meant we couldn't unpack. To avoid this hassle, you might want to consider booking directly with the hotel. We also got the room with valley view not mountain. But u can walk around the resort and see abit of the Mt Kinabalu.

The bedroom slippers are the rubber, reusable type, and there is no minibar, except for complimentary coffee and tea. Two pre-filled glass bottles of water were provided.

The sheets and towels were clean, but the pillow was very hard and uncomfortable. There is also no bedside lamp or light switch near the bed, so you have to walk all the way to the door where the switch is located. The walls are also paper thin u can hear conversations from next door so there's not much privacy unless u hand-sign or perhaps whisper.

There is no air conditioning, and therefore no heater if it gets too cold. There is also no phone in the room, so if you need anything, you have to walk to the reception.

We chose the room with a balcony but ended up not utilizing it because there were a lot of insects, which is something you may want to consider when booking (perhaps get the normal room and save money?)

The view from the room was mediocre, but we booked this hotel based on reviews from other guests. While driving around, we discovered that there are other hotels, such as Pine Resort, that offer better views of Mt. Kinabalu.

We checked out of room 6 at 730 am, but the electricity went out at 700 am. They mentioned that this tends to happen during rainy weather. We left for breakfast and sightseeing, returning at 12:40 pm, but room 3 was not ready, so we had to wait longer. Room 3 was less clean than room 6. The toilet floor was slippery and room floor felt sticky.

We had one meal at the hotel's restaurant. The food was okay, but we had to switch seats from the window because there were many flying insects and mosquitoes. The middle part of the restaurant was better.

On the day we checked out, we had issues making payment via credit card, as there seemed to be no connection on their cashless machine. After several attempts, we ended up making a bank...