Mood Hotel — Hotel in Iskandar Puteri

Dear Mood Hotel Management Team,

I hope you are well.

I am writing to share my recent experience during my stay at Mood Hotel, Room 309. While there were some positive aspects, I also encountered several service issues that I believe should be addressed seriously by your management team.

During my stay, I had an issue with the shower heater, which was not providing sufficient hot water. I contacted the front desk, and two housekeeping staff members — Nurul and Pain — came to check the situation. They confirmed that the water was not properly heated.

Following this, I received a call from the front desk by Abi. I explained the issue and requested a room change. However, the staff (Abi) initially refused and insisted all rooms had the same heater temperature — without personally checking. After I insisted on the room change (Room 207), she agreed but told me to pack my belongings and return the card before receiving a new one. In most hotels, the staff would proactively assist with the room change and deliver the new access card with minimal hassle to the guest. This experience left me with the impression of poor service and lack of empathy from the front desk team.

When I brought the access card down to the counter, I asked the front desk staff for her name, and she told me it was Abi. I also asked for the names of the two housekeeping staff members so that I could mention and thank them in my Google review. However, Abi refused to provide their names, saying it was “P&C” and a personal matter, which I found uncooperative — especially considering my clear intention to offer positive feedback. I had to insist that she call the housekeeping staff, after which I was able to speak to Nurul directly. Nurul then kindly shared her colleague’s name, Pain.

I would like to sincerely thank Nurul and Pain. They were both warm, polite, and genuinely helpful — a true credit to your hotel team. Their professional attitude and friendliness were among the few highlights of my stay.

That said, I strongly urge the management to take serious note of the recurring poor service from the front desk — not only based on my experience but also reflected in multiple online reviews. It is vital that front-line staff are trained to treat all guests with professionalism, empathy, and respect, especially when guests are simply providing feedback to help improve service quality.

I had even requested my HR department to reach out to your team regarding corporate rates, as I hoped my colleagues could enjoy staying at Mood Hotel. However, given the service issues I encountered, I now have reservations about recommending the hotel to others unless meaningful improvements are made.

Thank you for taking the time to consider this feedback. I truly hope it will be used constructively to enhance the overall guest experience...

Stayed for two nights in upgraded King Executive Room. As we want to keep our belongings safe, we didn't ask for any room services and also rejected room cleaning. We know it's a 3 star hotel, but didn't expect zero services. Guests looking for a place to stay, BEWARE - you have to be self sufficient to stay in this hotel.On the day of checking out, we asked for a single toilet roll and was rejected many times - and I quote "Today you are checking out, we are not going to provide you any more services." We tried to reason and say we didn't ask services and had no replenishment of toilet roll (only 1 in room) since day 1. Receptionist just outright rejected us.What a joke of a hotel. All we asked for is a roll of toilet paper as we need to use the toilet before we check out.Note to Mood Hotel Management: Your receptionist was playing game/watching video and ignored us calling for her. Only after the 3rd call, she looked up with an annoyed face. You might want to check if she is suitable for this job.Also, when I asked for my luggage to be kept in the hotel for safekeeping, the receptionist pointed impatiently at the corner, "just put there will do". Not moving an inch, eyes still looking at her phone and can't wait to end the conversation. Nothing was done to the luggage to be safe kept, it was left there for hours, anyone could...

(1) I booked Superior Queen & requested via Agoda during booking, to change to Superior Twin. Hotel staff was very prompt and replied me within same day that they changed my room to Superior Twin & also informed me that is on ground floor & Superior Twin is only on ground floor. Good service & efficient. ||(2) Superior Twin Room: Room is small however as I am staying for one night only with my Mother, so I did not mind size of room given is approx. S$41 per night. There are no windows but I did not feel uncomfortable as room is very modernly furnished & brightly lighted. I like the toilet & bathroom as it is big enough & shower area & toilet bowl has divider. Could sleep peacefully did not hear any noise from outside perhaps due to room not facing road/pub. I asked reception for extra shower gel as what they provided was a very small tube and not enough for 2 persons, they charge for extra shower gel. Bring your own shower gel, shampoo.||(3)Location: Location is good, within 5-10 mins walking distance to 7-11, coffee shop, restaurants, cafes, pubs. 15 mins walk to Sutera Mall. I booked Grab to go Paradigm Mall, approx. 20 mins ride (no traffic...