Grand Hallmark Hotel - Johor Bahru — Hotel in Johor

Dear Management,

I am writing to express my deep dissatisfaction with my recent experience at your hotel, specifically during the check-in process, which was extremely frustrating and disappointing from start to finish. Upon arrival, I informed the front desk staff that I did not have my IC with me, but provided my passport instead as identification. However, the receptionist insisted on seeing my IC, stating, "You are Malaysian, right? I want IC," despite my clear explanation that I no longer reside at the address listed on my IC and have not lived there for over 15 years. I repeatedly explained that the address I provided on the registration card was my current and valid address. Despite this, she asked me to fill out the registration card three times, refusing to accept the address I gave. Her manner was dismissive, rude, and completely lacking in basic customer service courtesy. I felt ignored and disrespected throughout the process. I would like to understand the following:

Why is the address on the IC mandatory, even when a valid passport and a current address are provided?

Would my check-in have been declined if I did not insist and comply, even when your staff was being unreasonable?

Is this the standard of hospitality your hotel upholds?

This experience left a very negative impression on me, and I sincerely hope you will take this complaint seriously. I request a formal response, along with steps your team will take to ensure better handling of guest check-ins in the future.

Also, I must raise another serious concern.

The room I was given was completely different from what was advertised on the online travel platform I booked through. The difference was not minor — it was entirely misleading and far below the expectations set by the photos and descriptions online. As a paying guest, I felt deceived and extremely disappointed. This kind of discrepancy is unacceptable and creates a feeling of mistrust right from the start of the stay. I would appreciate an explanation as to why the room I received did not match what was promoted, and what actions your hotel will take to address such misleading listings...

I recently had the pleasure of staying at the exquisite Grand Hallmark Hotel during my business trip to the bustling city. From the moment I stepped foot into the hotel, I was greeted by a warm and inviting atmosphere that immediately put me at ease. With its exceptional cleanliness and tidiness, the Grand Hallmark Hotel truly sets the good standard for accommodation experience.

The staff at the hotel were professional and also helpful. They went above and beyond to ensure that my every need was met, from providing local recommendations to promptly addressing any concerns I had. They helped and guide me how to do self check-in, step by step with clear instructions truly added an extra layer of comfort to my stay.

One of the standout features of the Horizon Hotel is its strategic location. It offers easy access to multiple business sites, making it the perfect choice for business travelers like myself. I found it incredibly convenient to navigate to my meetings and conferences, saving valuable time in the process.

Furthermore, I must mention that the Hotel also offers breakfast services. While it may not reach the extravagant standards of a five-star establishment, the breakfast provided was nonetheless tasty and more than sufficient to warm my stomach in the morning. It was a pleasant way to start the day and provided me with enough energy for my busy schedule. I reached the restaurant about 7am and their staffs ensured that the breakfast area was always clean and well-stocked, creating a pleasant dining experience. While it may not have been a gourmet feast, the breakfast at the Grand Hallmark Hotel certainly exceeded my expectations and served its purpose well. Whether you're a business traveler on the go or a leisure guest looking for a satisfying start to your day, the hotel's breakfast offering is a definite plus.

In conclusion, the Hotel surpassed my expectations in every way. Its cleanliness, helpful staff, strategic location, easy access to business sites, abundance of food options, tranquility, and convenient positioning made it one of good choice for my...

I make my booking through Booking. Com, of course I will not be given any attention because pay less in booking. Com!!!( booking. Com pls take note!)There is no hospitality in this property. They only know how to lie and unethically drawn out your money. |I check in on 9 Nov to 12 Nov 22, , the next day room was not clean , amenities was not given or replenished ( free bottle water , soap) they said I did not put on the sign pls clean the room ?!!!!, therefore My room will not be clean or replenished, when i asked to replenish the water the Front Office guy said HK is no longer available so I have to take the water from fridge which i will be charged RM 2 per-bottle. They refused to replenish my entitled 2 bottles water perday. This is really bad. |Since there’s no room on the 12Nov I had check out and check in back on 13 Nov for 5 days. My experience gone worst. They gave me option if i want better room i have to pay another RM100 ( I have paid full for Deluxe Room in booking. Com, Now they gave me the worst room ( aircond was noisy, room is badly smell) like in dungeon so that they can force me to pay them more money so that i can have better room. Unethical!!!|I have asked to speak to manager the asst FOM refused to let me speak to the manager as according to him he is the one incharge. I can not change hotel as i will not get my refund! Booking. Com you manipulate customer and this Grand Hallmark Hotel just squeeze customer money as they wish. |The reception ladies at the counter were actually scream at me rudely when I asked for a copy of bill. “We can not give, understand!!! You askAGODA If you want the settlement bill. |The Asst FOM purposely gave me the bad room so that i will pay extra RM100 if I wanted better room! |Im still in this when i wrote this as i xan’t move to any other hotel, i am very upset but have to swallow as i already paid to AGODA! Not refundable!!!|If the GM of Grand Hallmark Hotel Johor, read this, I challenge your guys to call me as your Asst FOM refused to let me contact...