Sunway Hotel Big Box — Hotel in Iskandar Puteri

Dear Ms V. Cheah

Room 709

I would like to inform you that me and my family are extremely disappointed with the service we received at Sunway Big Box Iskandar Puteri dated on 15-16 December 2023. In fact, I wrote an email to DM dated on 16 Dec 2023 but no reply.

Firstly, the room walls were so dusty and dirty. After the chambermaid wiped off the dust, he neither mopped the dust on the floor nor wiped the table tops. The window was not fully shut that my husband had to try to close it despite asking the chambermaid to assist who gave so many excuses. The toiletries were not replenished and completed that I had to request shamelessly from the staff. The chambermaid who did the clean up properly, did not do an excellent and attention to detail work! The best part I was being questioned by the service centre operator! This was totally unacceptable when I was the guest. The bedsheet linen was also stained. The chambermaid showed some bad attitude/ manners towards us. Finally, I had to wipe them on my own instead.

Secondly, the aircon in the room was not cold at all. We asked twice for the maintenance and nothing was done. Then we requested for a fan. Unfortunately, nobody attended to our request. I called and called the service centre for 15-20 minutes but no one picked up the call. The third time I called , still no one answered. Thus, I gave up after the fourth time because the call was still unanswered. We had to sleep as we had to drive up to KL the next day. Furthermore, we were drenched in perspiration when we woke up. Due to sensitivity and allergies, I had to go to the clinic the next day.

Thirdly, I requested to change the room to a deluxe and I shall pay for the difference . However, Ms Ruziana mentioned that it was fully booked. Moreover, She was very rude to me and reluctant to assist for a room change despite knowing what we were experiencing. When I checked via the Sunway website, I was able to book a deluxe room. Believe something to ponder…

Me and my family had the worst stay in this premise. Even though the premise is accessible and convenient around Sunway Big Box, the room(s) were not cleaned. We are VIP platinum via Agoda but just a mere ‘nobody’ via Sunway App that we feel that we are being treated differently due to our membership status.

We are totally frustrated and disappointed in this matter because nothing has been rectified or solved.

Finally, after 15 months of no news/ reply from Sunway Big Box Hotel, I booked a night stay on 28 Feb - 1 Mar 2025. I thought the stay would be better. Guess what, it’s still the same. I had to wipe down the dust and stains. I showed a photo to Mr Suresh (manager) and forwarded him the email wrt the last stay.

I have attached some photos for your perusal. Unfortunately, I could not attached any videos here to show the state of the walls of room as well as the standard of...

One of the Best Hotels in Johor – A Truly Pleasant Stay

From the moment I arrived, I was impressed by the warm hospitality. The staff greeted me right as I alighted from my car and kindly assisted with my bags, setting the tone for a great stay.

I arrived around 11am, well before the official check-in time of 3pm. While I didn’t expect the room to be ready, the staff still helped me check in early and offered to look after my belongings while I explored Big Box Retail and grabbed lunch. To my surprise, I received a WhatsApp message around 1pm informing me that the room was ready – a very nice touch.

I had booked the Family Suite for my family of four, and although I didn’t take any photos, I was thoroughly impressed. The room was spacious, spotless, and thoughtfully prepared. There were four complimentary glass bottles of drinking water, and for refills, they provided water dispensers near the lift – a great environmentally friendly initiative to reduce plastic waste.

The suite had two exceptionally clean bathrooms, each fitted with an automatic bidet. The showers were strong, with hot water always available, and all the amenities were well-stocked. The room also featured a Smart TV, which made it easy to stream Netflix and relax with the family.

Breakfast was another highlight. The buffet had an impressive variety of options – perfect for anyone not counting calories! However, the baby chair could use an upgrade, as the one provided couldn’t quite keep my little one secure.

All in all, I highly recommend this hotel. Even if your plans are more central, it’s worth considering a stay here. The service, facilities, and overall experience were a...

We were visiting family and spent a few nights at the hotel. Upon checking in, we immediately noticed some stains on the sheets and doona cover. Unfortunately, that wasnt in the cards. Upon checking in at around 10pm ish, we immediately noticed some stains on the sheets and doona cover. Naturally, I decided to investigate further, only to discover massive stains on the mattress protector on my side of the bed. But why stop there? I checked the other bed, and—surprise!—more large stains. We called housekeeping, and a houseman promptly arrived with two new mattress protectors. Now, I’m left wondering: are the housekeepers actually trained to change mattress protectors, or is there just a strict ‘don’t bother unless it’s absolutely necessary’ policy in place? AOr they have been given a very limited time to clean each room to save the operation cost? After all, I certainly wouldn’t dream of offering my guests stained mattress protectors. Honestly, for $320 a night under the Sunway group, this is just beyond disappointing.

As for the bathroom, it was equally charming. The tiles clearly hadn’t been scrubbed in ages and were covered in green and yellow mould. Perfect for maintaining that personal hygiene vibe, I suppose.

As for the receptionist, it seems smiles are in very short supply. After three days of encounters, we were still waiting for a friendly face—until, on the final day, an Indian receptionist graced us with the rare gift of a smile. I guess we should consider ourselves lucky to have experienced that level of warmth.

Kind regards, Guests...