Hako Hotel — Hotel in Iskandar Puteri

Firstly room assign to us when checked-in, I asked staff if I can top up to mini suite I was told these few days were fully booked, no upgrade even though I willing to pay extra. Hence we continued and go to the room assigned but the washing tap was spoilt, whole tap shaky… the rooms were old and not very well maintained in fact. Different from pictures. To our horror… 2 cockroaches were on the bed! The room should have been infested with cockroaches… We feedback to counter, was told to change room to a “mini suite” (isn’t fully booked?!), the staff went to open the suite room but room was dark (lights not on), she came back with the room card for that room but asked my girl to walk to her to collect and not passing us directly when we just standing outside the newly assigned room… nonetheless, we continued to slot the card in ourselves and unload our things. I switched off the tv and put the controller on the table under the tv. The bed was 2meter apart from tv and table.. Just nice before we sleep.. exact 12am… the tv switched on by itself automatically… my family was scared especially kids.. next day we feedback and asked the staff but was told maybe other room could happen to switch on ours.. but how can it be when usually we have to hold controller directly facing the tv point in order to switch on tv isn’t it?! How can other rooms switched on when behind us is lift. On top of our bed there’s patches of wet water mould stains… room was not right when step in. And room was quite run down.. staff told us no refund nor cancellation even we requested to downgrade to even smaller room than the one we booked, also cannot as no more rooms… so why suddenly got 1 more mini suite available when there isn’t any in first place?! Very spooky and experience...

Hako Tun Aminah’s location + overall aesthetic and comfort is great. It is located in the heart of a commercial square so you get plenty of food choices, super near access to Family Mart and 7-11 and there’s even a massage centre right beside it. The hotel’s industrial chic aesthetic is great as well and one of the biggest plus points for me was the comfortable bed and pillows (my room was Deluxe with King-sized bed). There is also a complimentary 24-hour pantry access with hot coffee/tea with biscuits at the lobby. ||There are only three other things that marred an otherwise 5/5 experience. During check-in, the front desk person wasn’t friendly and approachable, she gave off a condescending impression and was more mother matron of a girl’s boarding school abroad than a friendly hotel reception. This is however an individual-specific observation as the next morning during check-out, it was a different staff and she was smiley, friendly and welcoming. The second thing is because the location is within a commercial area, it becomes noisy with vehicles passing by throughout the day and with some eateries operating late into the night, loud music and crowd activities can be heard past midnight. Walls are thin so hotel guests and cleaners can be heard loudly throughout the day as well. And the last thing, for a hotel so pleasing in its aesthetic, it is a shame that the room’s bathroom is not maintained with dark stains and mold marks on the floor. The hotel should give the same attention and commitment it gives to maintain a pleasant aesthetic on the surface to its bathroom...

Positives: The hotel boasts a new and well-decorated ambiance, exuding an urban feel. Additionally, it offers competitive pricing and includes a complimentary self-service breakfast. The hotel's proximity to numerous restaurants, Family Mart, and 7-Eleven outlets provides convenient options for guests.

Areas for Improvement: the parking availability is limited, leading guests to utilize a public car park at RM6 per day or opt for hourly rates from 8 am to 6 pm. Securing parking during office hours poses a considerable challenge. Additionally, the provision of only one hotel key inconveniences guests, hindering the ability to charge personal devices while away. Furthermore, our room exhibited a broken side table.The 'Do Not Disturb' and 'Please Clean Up' lights are also non-functional.

The housekeeping service was inconsistent throughout my four-day stay. Despite my expectations, there was a lack of high-standard housekeeping observed on three separate occasions. This was disappointing and affected the overall comfort and cleanliness of the stay.

My hope is for the management to thoroughly investigate and address these concerns for an improved...