Mansion One Suites By Merlene — Hotel in George Town

No sign for temporary parking. Had to stop our car by the roadside and go up to the management office to get our suite key and parking access card.

Their representatives can make you feel like they’d rather not be talking to you - Waited for an hour for the keys, and there are also other guests who has been waiting more than 1 hour and more guests are also arriving at the same time. Guests were frustrated and some started shouting, but staffs were unprofessional, unfriendly & unhelpful, providing poor reception & management skills. They gave us the housekeeping keys to check in as they could not find the key to our room (which would be the master key). Went to our room with the 'housekeeping keys' and found out the room was not the one we initially booked (similar size, with two beds). Our actual room key & parking access card was only given to us much later.

When we went into the parking, it was shared with other Home-stay/Hotel and the signs for Mansion One parking was unclear. Parking was also small, dark, dirty and old. There were no signage to which stairs exits to Mansion One. We just went up the stairs and ended up next door's hotel, dragged our luggage and walked back to Mansion One.

Corridor of the suite was dark, light bulb was probably broken and we can hardly see the keyhole when we open the door.

Although the room was bright with sunlight shining, we found hair on the bed, chips on and in the sofa (literally stuck in the sofa), one of the fans and lights weren't working.

Dealing with a person who’s so burnt out that their attitude is permanently bad - Female Management Staff (Ms. Law/Loh/Lau??) We decided to get a refund and cancel the "suite". But the Indian staff (anonymous - cause she is embarrassed to tell her own name) and Chinese female staff (Ms. Law/Loh/Lau??) were very rude and speaking in a bad tone. Don't even want to start on the details on what they told us. A male staff (Mr. Yeoh) was slightly more willing to help us. But kept prying about what other place we will stay. As a group of ladies, we felt unsafe and unpleasant of the whole situation.

When we were leaving we asked one of the Indian Front Desk Staff what were the Chinese female staff name, she answer "I don't know", which I have no doubt that she was afraid of us complaining. Yet, here I am writing this review. By the way, we still had to walk back to the hotel next to it (with our luggage) and go down the stairs to the dodgy car park when we left.

Although it is a home-stay/Airbnb (cheaper than others), the environment was poor and service was very bad. You can give all sorts of reasons and excuses to counter my points, but you cannot deny that you can do better with the staffs as they are the representation of Mansion One. If the management cannot handle peak season with tons of guests and not providing further training for them, I suggest to give it up or ask the owners to do they home-stay/Airbnb themselves. If so many interactions with Airbnb’s Customer Experience Specialists fail to meet objectives, leave the customer in a worse position than they were in before, or leave the customer feeling demoralized, then the company as a whole will be viewed that way. In customer service, the golden rule is that “customers will always remember the way you make them feel,” and that should be the guiding principle on which service...

Booked through Booking.com for a stay 11-15 November in this apartment. Arrived tired late afternoon after a long drive to find a two bed apartment for2 families to consist of 1 bedroom and a Double Bed in the open plan sitting/dining and kitten area! Asked to move but was told it was a standard apartment and would trigger cancellation/modification charge of the full amount. Urgh! The booking.com email indeed stated ‘a standard’ apartment without stating the number of bedrooms! Do check as all my bookings previous have stated the number of bedrooms. Booking.com could not intervene. We gritted our teeth and decided to continue our holiday. We went to to dinner before coming back to the apartment to unpack and refresh. That is when we had a good look around the apartment - it was filthy, obvious it had not been cleaned thoroughly for a long time snd not maintained ||I complained and asked to change apartment but they were full and could not provide an alternative accommodation ||They could not provide a cleaner till the morning - no cleaner arrived by 10 am the next morning as we could not stay due to the unhygienic conditions, and poorly maintained condition of the apartment. It was like a throwback to walking into an uncared for and old apartment I said I could stay they and asked for a refund but was told by the remote unhelpful management that I would forfeit 990 ringgit of the balance. I also had to check out via the booking.com website (who couldn’t assist!)||The apartment management did offer 50 ringgit refund (yes fifty!) when I threatened to post the photos and videos on Facebook🤣🤣 insulting paltry refund. This is a scam! ||||These issues of cleanliness and poor maintenance which is suppose to be crucial for Covid prevention and yet they have failed even on the basics.this aoartment is next to Gleneagles Hospital and used by patients and relatives and during the pandemic was used as a place for Covid isolation so one would have thought that the standard of hygiene and clean lids would be first class! But it is clearly not - this is a great risk for infections |||| I was too scared to lay on the bedsheet or use the blanket that I could not be sure had not been used by others. The towels were old and frayed. I couldn’t wait for the sun to rise and our nightmare yo end and check out!! |||| This place has not had a proper clean for a long time or maintained - I have sent the management numerous images of the mould, rotting door, and detritus on the bed frame/dressing table, leaky toilet, soap scum on tiles and shower screens and doors, dirty marks on switches, constant wet bathroom floor resulting from a...

No sign for temporary parking. Had to stop our car by the roadside and go up to the management office to get our suite key and parking access card. Waited for an hour for the keys, and there are also other guests who has been waiting more than 1 hour and more guests are also arriving at the same time. Guests were frustrated and some started shouting, but staffs were unprofessional, unfriendly & unhelpful, providing poor reception & management skills. They even wanted to give us the housekeeping key (which would be the master key) for our suite. Got the key to our room (not the one we initially booked but similar size and also two beds) and parking access card after waiting for 1 and a half hours. When we went into the parking, it was shared with other Homestay/Hotel and the signs for Mansion One parking was unclear. Parking was also small, dark, dirty and old. There were no signage to which stairs exits to Mansion One. We just went up the stairs and ended up next door's hotel, dragged our luggages and walked back to Mansion One. Corridor of the suite was dark, light bulb was probably broken and we can hardly see the keyhole when we open the door. Although the room was bright with sunlight shining, we found hair on the bed, chips on and in the sofa (literally stuck in the sofa), one of the fans and lights weren't working. We decided to get a refund and cancel the "suite". But the female staffs were very rude and speaking in a bad tone. Don't even want to start on the details on what they told us. A male staff (Mr.Yeoh) was slightly more willing to help us. But kept prying about what other place we will stay. As a group of ladies, we felt unsafe and unpleasant of the whole situation. When we were leaving we asked one of the staffs what were the female staff name, she answer "I don't know", which I have no doubt that she was afraid of us complaining. Yet, here I am writing this review. By the way, we still had to walk back to the hotel next to it (with our luggages) and go down the stairs to the car park when we left. Although it is a homestay (cheaper than others), the environment was poor and service was very bad. You can give all sorts of reasons and excuses to counter my points, but you cannot deny that you can do better with the staffs as they are the representation of the whole place. If the management cannot handle peak days with tons of guests and not providing further training for them, I suggest to give it up or ask the owners to do they...