Greystone Swiss Garden Residence — Hotel in Kuala Lumpur

If I can post this review without giving a single star, I will do it. I have made a reservation for my one-night stay at Greystone Swiss Garden Residence (“the Residence”) through Agoda on 8.11.2022. I chose this Residence because it is near to my meeting place and convenient for me to travel around but unfortunately it turned out to be a very unpleasant and disappointing experience that I ever had with Agoda.

I made this booking at the very last minute as I have an urgent meeting and event to attend on the same night. I arrived at the Residence's lobby around 615pm after getting off work. We have been informed by the security guard that we have only 10 minutes to park our car at the waiting area for us to check in. That is okay, we totally understand that. Once we got to the counter to check-in, we realized that this Residence has a very different check-in process, since you need to contact the Residence keeper via the phone number provided in the email (which I didn't even notice if I didn't launch the email). It took us about 10-15 minutes to collect the key and pay the RM200 deposit to the Residence keeper. Because of the time constraint and stress of the waiting area, we made our move to the meeting place without unloading our luggage.

Around 940pm, we reached the Residence. When we first entered unit S-12-09, we were astonished to discover a variety of "insects" crawling and flying freely in different corners and spots. Please find attached herewith the photos and videos we took upon entering the Residence.

We didn't even dare put down our bags as we don't know what kind of wildlife we'll encounter. We have immediately called and texted the Residence keeper about this issue.

Due to cockroaches and unknown insect infestations in the Residence, we are very concerned about hygiene and care of the residence. It is unreasonable for us to turn on the light for the entire night just to tolerate your unprofessionalism. As a matter of fact, cockroaches and unknown insects are not only annoying and dirty, but they are also hazardous to health. By then, is Agoda or Greystone going to pay for our medical fees?

The best part is the Residence keeper came up to our room with an insect repellant spray. Come on! Surely you can't expect us to party with cockroaches and other unknown insects in that room all night long? Thereafter, the Residence keeper returned us the deposit of RM200 and we were forced to walk-in on another property nearby.

After we settled down at the new place, we called the Agoda customer service and were told that Agoda would inspect our complaint before refunding us as they must hear both sides of the story. This is fair enough and Agoda assured us that they will follow up with us on the next day i.e. 9.11.2022 on the status via email. Unfortunately, we did not receive any response from Agoda regarding our complaint and refund request. Instead, we received promotional emails from Greystone.

The best part is Agoda not not didn't mediate this frenzy incident properly but throw everything damn thing to us to liaise with Greystone. We are amazed. Until now, we just give up on getting the refund. Don't ever come to this property if you don't want to ruin your day.

*If not because Google review cannot upload video, I will be more than happy...

We booked this hotel in a rush because there was an electrical issue at our house. We arrived at midnight and almost immediately we noticed that the aircond in the bedroom was not working. The air was not cold even after leaving it on for quite some time. A guy came and tried to fix the indoor and outdoor unit until around 3 o'clock in the morning. While fixing our room, he had to go to another unit that had a blackout so I'm assuming that all their units are not well maintained. There were no other units available so we end up sleeping on the floor, in the living room which had the only working aircond. After this whole ordeal, i read through reviews in Agoda and saw that a guest had a similar issue and was given a unit in another condominium (The Robertson) but they definitely didn't offer this to us at all. The next morning when asked about compensation, we were told that we could check out an hour late. I was adamant that a late check out was not a good enough compensation. We were then offered a 60% discount on our next stay (they didn't mention that this can only be used for bookings through their website). Eventually, when we wanted to use the discount, we were told rudely and repeatedly to check our email for the discount voucher which I couldn't find even after checking all folders. He then gave us a link to their website which we didn't even know they had because it was a B&B. To my surprise, a unit costs around RM500 per night and after 60% discount, it would cost exactly the same if we were to book through Agoda. After i questioned about this, the guy ceased communication with us. Didn't reply messages, didn't answer calls. We appreciate the effort of the staff that tried to fix the aircond for us but definitely irritated by the guy we communicated with and also the...

The unit is located in Swiss Garden Residence, which very convenient and close to restaurants and shopping centers.

Booked through booking.com for 7 nights and had sent several mssgs mentioning that I have allergy with dust and request the clean and dust free room, however it didn’t go as expected! The duvet seems never been washed and you can see the dust comes out from the duvet when you tap it, headboard was very dusty and we had to clean by ourselves. Kitchen equipments such as knive, and cutlery weren’t washed properly and sticky!

On our 2 second nights, we unable to enter the lobby gate as the QR code didnt work! Tried several times to call and mssg them but no one picked up the call and left us stranded for about 20 minutes with infant who was unwell that night!

As they failed to deliver the basic service, we wanted to shorten the stay, however they refused to amend our reservation and no apology was offered!

Since we have early checked out, we request them to pay the deposit on the night prior our departure date and the guy who claimed himself as the incharged of the Greystone Swiss Garden asked to take the passport picture which we refused. If they concerned with the passport or each guest, they should asked the passport prior check in, not the time when they had to return the deposit!

In the future, we definitely stay at Swiss Garden Residence, but we will not book any room under this host, “Greystone” as many professionals Hosts offer their units at Swiss...