Hallmark Regency Hotel Johor Bahru — Hotel in Johor

VERY BAD EXPERIENCE! My collegues and I went to Johor Bahru for work on 5/11/2024 and we booked 3 rooms in this hotel for a 1 night stay (luckily it was only 1 night). We were quite exhausted when we reached JB at night and checked in to the hotel at around 10pm. Unfortunately checking in was not a pleasant experience too as the receptionist insisted that we paid an upfront RM50 CASH deposit before she give us the keys. We booked 3 rooms and hence had to pay RM150 in cash. They refused to take card payment for the deposit and we were short of RM50 for the deposit and the receptionist told us we had to go to the bank to withdraw the money to pay in cash. I am quite surprised that card payment was not allowed in this day and time at a hotel. After we managed to settle the deposit and got our rooms, we were in for another shock. The rooms were terrible. There was hair on the floor and on the bedsheet. There were even many strands of hair on the spare pillow inside the cupboard!! The chair, bedsheets and towels were stained and the bedsheets were not even white anymore. Truly horrendous. Just as I called the reception to request for housekeeping to change the towels and sheets, I saw bugs on the bed!! Bed bugs crawling up the pillow! To make things worse, even the housekeeping lady was shocked and told us they have treated the bed bugs multiple times but the problem still persists. We were then given a new room at around 11pm. It was on the 6th floor where renovation was going on so I felt like I was literally walking into a hotel in a horror movie with things lying around and a musty smell. The room on the 6th floor was similar. Hair on the floor and around the bathroom sink. Thankfully the towels were clean so we just placed a towel on the bed and slept as we were really exhausted. This was a really disappointing experience as Agoda has given this hotel a 7.6 rating. Very deceiving after the terrible experience my collegues and I had. Although it is a old hotel, but cleanliness should always be a priority. I hope the hotel management takes measures to rectify this issue and no one else has to experience what we have...

The check -in was regular and un eventful, but not very informed as to what we were getting for a room. |We made our booking on booking.com however th room 208 that we walked into after check- in was nothing like the visual we saw online when we booked the room.|The image online was a bright carpeted room with a large window, a queen sized bed with white clean linen.|Room 208 was dark, had no windows, the phone did not work and there was a big patch of mold on the bathroom ceiling.|We had to go back down to the front desk as the phone was not working so could not call down.|Once at the front desk, I explained that the room we booked had a window, and we need to have a window. There was no apology for trying to put us in a room with no windows.|The front desk lady explained that the only other room still available with a window has 2 beds not the one bed we booked. We did not have a choice, so we accepted the room with 2 beds. It was pass check in time, so there was not much rooms to offer. We were happy that we were able to get a new room available. Room 103, was better there was a window, but no carpet, room was one of 2 connection rooms, bathroom was clear of mold on the ceiling and good that the phone works and there was a bidet in the toilet and a rain shower too. |We watched some CNA news in the afternoon but once we returned to the room at 10pm, there was no sound on the cna channel. We called down and were told it's the channel issue, I explained that there must be another channel in English not just CNA. We were told engineering has gone back for the day and will be back in the morning.|I insisted and the lady informed that someone will come after 11pm to help, I said okay. |The gentleman that came after 11pm, was helpful, he tuned channel 5, so that we could watch it and explained that cna is not working as its the channel issue.|This was the best service provided to us on...

At the reception counter, I was entertained by a staff named Siti Aisah. She did my check-in but when her phone rang, she answered a video call when during check-in process. FOM/Duty Manager should monitor this unprofessional behavior as this hotel is not an oyo budget hotel. I received the room access card. The door latch is already open. When I open the door, I assume some maintenance work is currently in progress as the aircond has been put on the floor. I went back to the reception counter, and approached one of staff named Cindy/Candy (cannot recall) by showing photo of the room. She immediately called to check with the maintenance team. I assume there is no proper work communication within the department. Staff should prioritise guest but it is vice versa which I need to wait for her to finish check with maintenance team (I feel like she didn't trust that photo). Then only she changed me to another room. Something that can be improve on this part. . The room is totally scammed from photos. No proper cleaning. Rubbish from previous guests also is not collected. Still in the dustbin. It made me start to think if the bedsheet really changed it. Dirty bathroom. The room lamp is very dull luckily I got a room with a window. . The next morning I went to a cafe for breakfast around 7.30 am. But you as a guest have to share the cafe with THEIR STAFF. This situation made me shocked. They will eat the same food and in the same cafe as you. I work at a hotel too. For me, I am paying for breakfast but the quality standard is staff meals which I've rarely eaten at my own workplace. Their mee goreng is 100% "staff meal look" with no green vegetable appeared at all. The water dispenser for hot/cold plain water seems yellowish and looks like never been cleaned. Ridiculous. . Conclusion: I spend my time to wrote this for other guest to consider before book. For me I wont come again to this...