KSL Resort Johor Bahru City Centre — Hotel in Johor

It was the second time I came back to stay at this hotel with my family. But I am very disappointed about the basin coming out with this thing… yellow muddy water. Can you accept that 5-star hotels have this issue? When we checked out, the FO staff said this is the first time seeing this issue, then? Nothing can be said? If you apologised to the guest, you may genuinely solve the problem with either 1x RM20 dining voucher or anything for the guest. It’s not like, “Sorry, ma’am, I will ask my team to check.” That’s all. I stay with my parents tonight at your hotel.1st day—the hot water suddenly very hot, unable to turn it warm or cold, so maybe it's our problem; don’t know how to use it or the hot water automatic cold down, not really sure, and we try to call FO (dial 0), but nobody answers; maybe your reception is not 24 hrs? And the QR code does not have an HSKP request for the bottle of water. As I mentioned, we tried to call; no one answered, so I went out to see if there was any luck for me to get bottled water from HSKP. If not wrong, it’s c/o timing; if you don't trust, you can see the CCTV from 1413. He was very helpful, also passing us the new towel and slippers that we needed.2nd day: There were too many issues; the water heater still had the same issue, and also suddenly there was no water, and my mom said the toilet bowl had no water. Does that mean we need to use the shower to wash ourselves? It’s fine; when it’s my turn, I bathe; it was very, very hot; I can cook eggs already. You will ask why we don’t want to call to check “BCS NO ONE ANSWER.”. So I changed to the basic wash for my hair and face, and suddenly there was this disgusting yellow muddy water… but there was no choice already because we needed to check out, and I just bathed halfway, so I needed to shower in the very hot water... 😡After half an hour, my mom goes to the toilet again. When she washes her hands, there is still this yellow muddy water, and she also does not feel well for her stay.When we c/o, we have feedback to the FO staff, but she likes Okok and will take notes and ask their colleague to check. Then? Case closed? I tried to inform the FO lady I need the answer; I need someone to drop me the email with what the solution is or what the thing is like that. But she just gives me your hotel name card and asks me if I have any feedback; I can drop an email to your site. I feel like it's not helpful and don’t want to help us solve the problem. And I also know your hotel has the snooker, gold, and gym room at level 6 or 7; I forgot already. But when my brother and I want to play, the facilities are empty, with no one in the room, either in the gym or anywhere else. We try to open the computer to play golf; it cannot be used.I booked this hotel because I want my family to stay in the hotel to feel happy and relaxed, but in this situation I can’t say anything more; your staff never provided any service recovery for us. It was very...

It was the second time I came back to stay at this hotel with my family. But I am very disappointed about the basin coming out with this thing… yellow muddy water. Can you accept that 5-star hotels have this issue? When we checked out, the FO staff said this is the first time seeing this issue, then? Nothing can be said? If you apologised to the guest, you may genuinely solve the problem with either 1x RM20 dining voucher or anything for the guest. It’s not like, “Sorry, ma’am, I will ask my team to check.” That’s all. I stay with my parents tonight at your hotel.1st day—the hot water suddenly very hot, unable to turn it warm or cold, so maybe it's our problem; don’t know how to use it or the hot water automatic cold down, not really sure, and we try to call FO (dial 0), but nobody answers; maybe your reception is not 24 hrs? And the QR code does not have an HSKP request for the bottle of water. As I mentioned, we tried to call; no one answered, so I went out to see if there was any luck for me to get bottled water from HSKP. If not wrong, it’s c/o timing; if you don't trust, you can see the CCTV from 1413. He was very helpful, also passing us the new towel and slippers that we needed.2nd day: There were too many issues; the water heater still had the same issue, and also suddenly there was no water, and my mom said the toilet bowl had no water. Does that mean we need to use the shower to wash ourselves? It’s fine; when it’s my turn, I bathe; it was very, very hot; I can cook eggs already. You will ask why we don’t want to call to check “BCS NO ONE ANSWER.”. So I changed to the basic wash for my hair and face, and suddenly there was this disgusting yellow muddy water… but there was no choice already because we needed to check out, and I just bathed halfway, so I needed to shower in the very hot water... 😡After half an hour, my mom goes to the toilet again. When she washes her hands, there is still this yellow muddy water, and she also does not feel well for her stay.When we c/o, we have feedback to the FO staff, but she likes Okok and will take notes and ask their colleague to check. Then? Case closed? I tried to inform the FO lady I need the answer; I need someone to drop me the email with what the solution is or what the thing is like that. But she just gives me your hotel name card and asks me if I have any feedback; I can drop an email to your site. I feel like it's not helpful and don’t want to help us solve the problem. And I also know your hotel has the snooker, gold, and gym room at level 6 or 7; I forgot already. But when my brother and I want to play, the facilities are empty, with no one in the room, either in the gym or anywhere else. We try to open the computer to play golf; it cannot be used.I booked this hotel because I want my family to stay in the hotel to feel happy and relaxed, but in this situation I can’t say anything more; your staff never provided any service recovery for us. It was very...

Subject: Horrendous Experience at KSL Hotel - Warning to Future Guests

I am utterly disgusted by the appalling service and deceitful practices I encountered during my recent stay at KSL Hotel, booked through Agoda from 20th to 23rd October. My wife carefully selected a smoking room while booking through Agoda, clearly indicating this preference. However, upon check-in, the receptionist callously informed us that there were no smoking rooms available in the hotel. When I presented my booking ID to authenticate our reservation details, the receptionist had the audacity to blame Agoda, insinuating that they failed to update their system. This blatant passing of responsibility raises the question: who is truly at fault - the incompetent hotel or the negligent booking platform?

As a paying guest who specifically chose this hotel for its smoking room option, I find this manipulation of information unacceptable. Had I known that KSL Hotel did not offer smoking rooms, I would have selected another accommodation that caters to my requirements. The disappointment continued as I returned from a morning shopping trip, expecting to find my room cleaned after displaying the appropriate housekeeping sign since 10 am. To my dismay, the room remained untouched. Upon raising this issue with the front desk, I was met with a feeble excuse about staff shortage, as if my concerns were of no consequence.

Moreover, the astonishing level of rudeness displayed by the receptionist further tarnished my experience. Instead of addressing my queries with empathy and professionalism, she callously dismissed my complaints and showed blatant disregard for customer satisfaction. It is incomprehensible that a reputed establishment like KSL Hotel, boasting a 4-star or 5-star rating, would permit such abysmal service standards.

The final straw was the lack of housekeeping service throughout the day, despite waiting patiently in the room from 3 pm to 5 pm. Frustrated by this negligence, my wife and I had no choice but to go to the 7th floor swimming pool area to smoke, as the hotel failed to fulfill basic cleanliness standards.

I urge prospective guests to exercise caution when considering KSL Hotel for their accommodation needs. The indifference, unprofessionalism, and subpar service I endured during my stay are reprehensible, and I refuse to subject myself to such treatment in the future. This warning serves as a precautionary tale for those expecting a pleasant and hassle-free stay. Should you encounter similar challenges, remember this cautionary tale and heed my advice to steer clear of KSL Hotel to prevent your holiday spirit from being tainted by incompetence and disrespect.

Sincerely, Raul...