Kimberley Hotel Georgetown — Hotel in George Town

My Unforgettable (and Unwanted) Elevator Experience Hello! I'm here to share an experience I never thought I'd have: getting stuck in an elevator for almost 20 minutes!

We checked in on Friday, July 25th, and everything seemed normal. The hotel has two elevators 📌 The Incident: On July 26th, around 8:30 PM, my sister and I were returning from dinner. We took the outside elevator to go up to the 4th. a few seconds later, there was a loud bang. The elevator seemed to jerk down slightly, and then everything stopped. The floor indicator light went out completely. Fortunately, the emergency bell still worked, and the lights inside the elevator remained on. For the first 5 minutes, we both desperately pressed the bell and called both the hotel's main number and the hotline posted inside the elevator, but no one answered. After about another five minutes, we finally got through to the technician's number, also posted in the elevator. However, We had to anxiously wait for them. As soon as we hung up, the front desk called us. We quickly explained we were stuck in the elevator. The reception staff told us to wait. After that call, the technician called back to say they were on their way. My sister kept telling me to stand firm because we didn't know what might happen, like the lights coming back on and the elevator suddenly jerking again etc. Shortly after, a security guard arrived. We heard them shouting from outside, asking if we could hear them. We yelled back and knocked on the elevator door in response. Finally, they can opened the door. The elevator was stuck on its way up to the 3rd. The only way down was to jump to the 2nd floor (a drop of about 1.7 m). We had to ask if they could provide a chair or table to step on. Once we both got down safely. In total, we were stuck inside for about 20 minutes. It felt like a very long time 😢😢😢 because no one answered when we pressed the emergency button –There wasn't even a phone button inside the elevator to call out. When we finally got out my sister said she wanted to talk to the manager. We ended up waiting at the front desk for almost half an hour. Then, she informed us that the manager wasn't available today but would discuss compensation with them. My sister and I decided to go back to our room at 9:30 PM.

Conclusion After we got back to our room, the front desk called to ask for our WhatsApp number because the manager wanted to speak with us. Initially, the manager offered a voucher for a 2-day, 1-night stay for the future. We explained that compensation for this incident should be for this time. The manager then offered a voucher for for meal. We felt this was incredibly minimal considering what we had just experienced. so, offering a free drink or meal seemed illogical and honestly, we wouldn't dare stay at this hotel again!

2.The hotel should have a much more stable and safer elevator system. This isn't just about being stuck in an elevator; it's about the basic safety that a hotel should prioritize. Luckily, neither of us was injured. What if an elderly or child had been stuck in there? We still haven't received any further offers. When we checked out, we encountered a new receptor. The hotel prepared some drinks (a bottled juice and plain ice), so we decided to accept that drink. But honestly, if you put yourselves in our shoes, you'd understand that what the hotel offered was barely any compensation and didn't feel like a genuine apology for what happened.

About an hour after the incident, we saw that the elevator was being used as normal. We're not sure if the technicians truly conducted a thorough check of the elevator.

However, I would like to thank you the guard who I feel he sincerely to help and apologize to us, We just only hope no one else has to go through what we...

SUPER POOR HOTEL SERVICE by the receptionist Ms. WANA. She totally ruined our accommodation experience in Penang here. . Firstly, We booked our room from Agoda, when we checked-in the room, it’s different from what we saw on Agoda - the room has NO WINDOW and it felt really creepy coz we couldn’t see nor feel any sunlight, as if we were staying in a dark & spooky store room. 😥 . As the first impression we stepped into the room was INDEED uncomfortable, we wanted to change room, so we called the reception, unfortunately no one picked up our calls, so we went down to reception from our room but find out the reception was close, it was only 10:40pm. 🤷🏻‍♀️ Called their general line yet no one picked up as well. 🤦🏻‍♀️ At last we were told by their security guard to go back to our room and come back to reception again by next day morning. . Secondly, In the next day morning, we went down to reception and told Ms. WANA the reason we wanted to change room, she then gave us another room card with window to let us have a look, see if we are ok with it, yet we still feel uncomfy to continue our stay here, as the sense of disappointment & difference are too high from what we see on Agoda vs. the actual hotel rooms - The hotel pictures showed on Agoda look cozy & new; while the actual rooms look obsolete & old. . Since we were truly uncomfortable to continue our stay with Kimberley Hotel, we decided to cancel our 2nd night stay at here. At first, Ms. WANA said she would do her best to help us out, at the same time she told us to contact Agoda first regarding our cancellation. . After speaking to friendly & understanding Agoda customer service, We went down to reception again and informed Ms. WANA that Agoda agreed we could proceed with our 2nd night stay cancellation, but she did not walk her talk, kept refusing to cancel our booking & said it’s NON-REFUNDABLE according to S.O.P. She insist to show us another room & confront us to stay. . Thirdly, It has came to the day when we could check-out. We called to reception & informed Ms. WANA if we could check-out 30 mins later at 12:30pm, she instantly & impatiently rejected our request, and perfunctorily lied to us that the room is booked by another upcoming guest. Your hotel check-in time is 3pm, check-out time is 12pm, I requested to check-out by 12:30pm yet you rejected, DO YOU REALLY NEED 3 HOURS TO CLEAN UP THE ROOM? . (FYI this is the 1st time in our lives we kena rejected by hotel for such common request from guests 🤷🏻‍♀️ As all of the other hotels allow guests to check-out latest by 1pm) . Obviously Ms. WANA just wanted to fudge us, as we checked on Agoda there are still plenty of rooms available. 🤌🏼 . Overall, this is the worst hotel experience we had encounter in our lives, . Ms. WANA you have SUCCESSFULLY FAILED at customer service. . 【The most important thing in the hotel industry from ancient times to the present is always Great Customer Service - By understanding customers’ concern & ensuring customers’ satisfaction, not how BIG the size of the room you can provide Ms. WANA.】 Please put your pillow up high on your head to figure this out. . Being a receptionist, you represent the Face of Kimberley Hotel, if you aren’t passionate about your job, please quit what you’re doing now & stop showing Black Face & making things difficult for...

Very poor check in experience. Without even checking anything, the guy on the desk told me my room would not be ready until 2pm (the standard check in time). It was noon. He didn't even know what type of room I had reserved. When I said this to him, he said no rooms were available. I asked when rooms would become available, and he said all rooms become available at 2pm. I guess they must have a cleaner for every room and they all start and finish at the same time. Now that is clearly rubbish. The guy on the front desk just did not want me to check in early. There was a distinct lack of hospitality. I explained that I wasn't even staying the night, it was just to use as a day room before my flight, but he wouldn't budge. I asked if he could call housekeeping and ask them to prioritise my room, but he didn't. What a miserable man, clearly in the wrong job. I totally understand why hotels have check in times, but there is often a room available before the stated time. This was just a case of a jobsworth revelling in what little power he had. None of the other hotels that I stayed in on this trip gave me this trouble. Each of them had a room available (at least checking the type of room I'd booked). I then sat and watched him create room keys for guests that hadn't yet arrived. After I sat for 20 minutes, he finally asked my name, radioed housekeeping and, lo, there was a room. If he had just done that up front, I wouldn't have been annoyed. He then wanted me to pay the deposit in cash. It was my last few hours in the country and I didn't want to be stuck with lots of Ringgits to take home. It's not like there aren't three signs on the front desk saying "we prefer Visa!" When I got to the room, it was basic, but clean. The air con only works if your room key is inserted, so it was very hot on arrival. The air con unit wasn't very quick at cooling the room down. Note that the standard rooms do not contain safes, so your valuables will be exposed if you leave then in your room. There was also no hand soap nor hand towels in the bathroom. Dirty! The stated hairdryer must be very well hidden, because it wasn't in any of the drawers or in the bathroom. The windows were screwed shut, except not fully shut, the was a small gap. Make sure you check how many key cards they give you. On the cardboard pouch that the key cards come in, it warns of a MYR50 fine for each one not returned. It's all just not very hospitable. Shame, as it looks like a...