Hard Rock Hotel Penang — Hotel in George Town

Good day, Me and family have been patronizing your hotel for about 13yrs now. We have been going there every year and the only time we took a break was during COVID-19 period. This time was the first time we are trying the Roxity room, but it turned out to be our worst overall experience. Starting from check-in, we offered to charge a deposit for convenience of charging to room if any was needed, but your staff told us that deposit was not required. Deposit was rejected in the end. The next day, we arrived the Pizzeria restaurant at 1130. At the door, we were told that pizzas were not available yet. Since menu is not very long, the unavailability of pizzas already halved the options for ordering. 10minutes after ordering and drinks have already arrived, a waiter came to tell us that chicken wings we ordered, was not available to serve yet. This was not acceptable because this information came after drinks had arrived. It does not give us an option to leave our table anymore. In the end, we were forced to dine there. During the dining experience, aglio olio spaghetti was served at room temperature. We expected it to be at least warm. I believe other customers would have the similar expectation. This is when we decided to blow the whistle to a manager so that things can be improved. Ms Ee Sun came to attend to us. She diligently listened to our concerns and issues, and assured us that she will convey this message to the relevant and authoritative people of Hard Rock Hostel, Penang. She also discounted my restaurant bill by deleting the order of Aglio Olio because it was not served to meet expectations. Thank you Hard Rock Hotel for complimentary food item. Later that night, we went to reception to offer a deposit for our room. The intern asked us how much do we wish to put down as security deposit?! Truly, this is our first time being asked this question. Quite a strange feeling of inexperienced hotel service. Later on, I received a call from ms. Stephanie. She invited me and family for breakfast on the next day at level 6. Next morning, ms. Belle brought us up to see the breakfast setup at level 6. It was nice and quiet with a nice view, but since food options was more limited when compared to the normal breakfast cafe at ground floor, we decided to kindly decline the offer. Other than what could be seen and available to dine straight away, there was also a menu for ordering food. This was highlighted to us by ms. Belle, but ordering takes time to cook and prepare. Therefore we thought that breakfast at ground floor cafe was still more conducive for dining. After breakfast, I used the toilet in our room 454. The toilet bowl was not able to flush. As water level was increasing and disposal seemed to be failing, I stop trying to flush anymore because it will surely overflow to the floor. Also, from what the first night, we noticed that toilet basin was already a problem because waterflow was small, and water draining down was very slow. Even if small water pipe was left open, surely basin will overflow to the floor. As you can see, many issues arised during our 2night stay with your establishment. Hope that improvements can be done and addressed before my next visit there next year.

Thanks for your time and have a great...

Imagine checking into a hotel where, after going out for a dinner (this is Penang after all, of course one is going to go out and explore the local eateries) you come back to find that the parking is full and there are no more spots available although you are a hotel guest! Now I imagine that hotel is a 5-star hotel no less! It's almost unthinkable that the hotel would prioritise the restaurant patrons over their hotel guests (who had to pay a lot more).

We come back on a Friday night after spending the whole day out exploring Penang and found that the parking was full. After driving a few rounds around the parking lot, I decided to stop in front of the lobby. My wife hopped down to ask the guy at the front what should we do now that there was no parking eventhough we're hotel guests (who have been staying here since the night before) and instead of explaining the situation, he tells us to go should check with the security guard in front. We had to drive back to the front to speak to the security guard. Now get this: it was getting late, it was raining and dark outside, I had little kids with me in the car, and this poor security guard is struggling to explain to me how I needed to drive outside to some place 400 metres away and wait for a shuttle to transport me back to the hotel? Why wasn't this communicated to me ahead of time? Why not put it in writing? Print it on a piece of paper explaining to your guests that due to the heavy traffic (of people hoping to patronage the hard rock cafe restaurant) on Friday and Saturday nights, we should expect to find your premise to run out of parking spaces? Or at least show us on map where this other parking space might be so we don't have to start searching for it in the middle of the night! Why not disclose this inconvenience the moment we check in or better still, before we even decide to make that booking? Better still... Why not ensure your hotel guests always have parking available at the hotel premise and make your restaurant guests park at that other parking space some 400m away instead? This has got to be the worse service of any 5-star hotel ever.

And don't get me started on your other services? Breakfast area isn't large enough to cater for hotel guests. There is a long waiting time every morning, and your staff all looked checked out and can't even smile or give a friendly greeting. Imagine being greeted with a frown first thing in the morning at a - did I forget to mention, 5 star hotel? The food selection is also pretty limited and I dare say pathetic for a 5 star establishment. I've had many a better experience at 3 or 4 star hotels.

Honestly, Hard Rock Hotel Penang needs to buckle up. I'm sure you're still receiving a lot of patronage by simply riding on the brand and legacy reputation whilst making no attempt to deliver that same level of quality. This is the last time we're staying at a Hard Rock hotel. I'll be sure to tell my friends and family to stay away from this chain of...

Don't bother to come this place for family holiday, just 0 empathy and hospitality.

I booked a hill-view for my first day, nothing fantastic with the room (in fact I think I got the lousiest room of them all but ok, considering that I checked in quite late that day). For my second day, I was supposed to get transferred to another room type pool-view, connecting rooms. I checked out from the hill-view around 12:30 pm-ish, and inform the front desk I am ready to move into another room. Technically, I am not supposed to be asked to wait for regular check-in time because I am extending my stay for another night (both nights all paid 1 week in advanced). However what happened was, around 1:30 PM I asked the front desk whether my connecting rooms are ready, which they responded the previous guests have checked out but the room is not ready. Fine, I said please get it ready asap, because my family were just loitering at the pool area. Then 2 pm, I checked in again, not ready. 2:30 pm - still not ready, my other friends who were also checking in that day, got both their rooms at level 3 checked in by this time (which again the front desk lied to me saying that all level 3 rooms have been checked in when I ask her at 12:30 pm). I called the front desk, telling them that I have a 3 years old toddler that need his nap, we are already finishing our lunch at the cabana, our patience are wearing thin and I have asked them please prioritize my room!! So what happened, at 3-ish pm, WHICH IS ALREADY OVER THE STIPULATED REGULAR CHECK IN TIME, MY ROOMS ARE STILL NOT READY!!! I have no choice but to storm to the front desk, asking for the manager on duty, and she had to go personally clean up my connecting rooms with the housekeeping. Where is the compassion and hospitality? Did I not explain again and again I need the room, my son is needing his nap? I understand it's a peak season, but I have made so many calls and requests, waited since 12:30 pm but other incoming guests get to check in before me? Is this fair to me and my family? Am I not a paying guest? P/S: Executive Assistant Manager: If you are going to reply me saying that 1 room was ready before 3 and another 3:23 pm - IT STILL DOES NOT JUSTIFY WHY DO I HAVE TO WAIT FOR THAT LONG WHEN I HAVE PARTICULARLY ASKED YOUR TEAM TO EXPEDITE? Please understand that I booked a connecting rooms, I need them to be ready together!!! Your reply further proves ZERO EMPATHY from your hotel, am I to be bothered by exactly what time the room is ready? The waiting experience was already a disaster one!! My goodness, it's appalling how low Hard Rock...