Sunstone Hotel — Hotel in George Town

My mother recently stayed at this hotel with her sister and elderly mother, and the experience was unfortunately very disappointing.

They had booked a Superior Room with two king beds for my mother, her sister, and her elderly mother. They were given the wrong room on check-in and only moved to the correct one the next day.

What made matters worse was that during the move, my mother realised her wristwatch, which had been placed on the remote control rack in the previous room, had gone missing. When she asked the young female staff member (who was assisting with the move) about the item, the staff member was rude and dismissive, simply saying it wasn’t there and even criticised my mother for not moving rooms herself.

I’ve contacted the hotel via email and WhatsApp, but there has been no response or accountability so far. Very disappointing service and lack of professionalism.

I do not recommend...

We went in to the room and saw two cockroaches, one on the bed and one on the floor. Then the staff changed our room and in the second room, there were also two cockroaches in the room, we changed room again and there was still a cockroach inside, but we were tired with changing the room again and again, we also believed that there will be cockroaches in the other rooms, so we killed it and ignore the issue. However, in our 3 days 2 nights stay, we saw more than 5 cockroaches in our room. This is very disgusting and unacceptable. We came for a stay and not a killing cockroaches adventure please. The door of the room also was very old and kinda spoil, took us some time just to open and close the door. However, the service of the staff was very good, she is friendly and kind. I am very unsatisfied with the cleanliness...

The room does not look the same as the picture. The bathroom needs some maintenance such as the door lock already cannot work, the toilet seat is wobbly, the shower head is broken. there is no hairdryer in the room so you will need to borrow from the reception.

The rest are fine, the staff there are very friendly...