J-Hotel by Dorsett — Hotel in Kuala Lumpur

DO NOT STAY HERE! Its absolutely the worst service and the most unhygienic hotel I have ever been to. They are damaging the name of the Dorsett group.

I checked-in to a room that was not cleaned-up after the previous guest. How does that happen? There was used coffee cups, water, a very dirty bathroom (there was hair all around the commode seat and floor) and a lot of white dust. I was extremely exhausted after having a few back to back flights and wanted to take rest before starting work. Called the front desk and informed this, which is when they sent two cleaners, one was cleaning the entire bathroom with a white towel and the other was cleaning the entire room with a small pink cloth, mind you there was no disinfectant or cleaning supplies other than this cloth and it was disgusting to watch how they cleaned the counter surfaces, fridge, doors and lamps with this single cloth that I had to keep requesting them to at least wash the cloth from the sink. They said they would come back to put new sheets but never did. However, I did call the front desk again and mention that the room was not cleaned properly and would like to speak to the hotel manager, to which they lied and said he is on a 3 day leave. (Hopefully someone from the hotel takes the time to listen to the intercom recording to further review this complaint).

The room has a ‘house keeping’ and ‘do not disturb’ button side by side, I always kept the house keeping button switched on while I was in the hotel and check if the light is working outside my room to ensure someone will come to change the sheets. Just as with any hotel where they do daily house keeping, especially because my sheets were not changed after the previous guests.

The day before I leave I see a gentleman other than the usual person I’m dealing with at the front desk and mention this to him and he said he is the hotel manager and this person didn’t bring any of this to his notice. When I confronted the person I was dealing with before he said he was referring the house keeping manager being on leave, I never asked for a house keeping manager. I was very specific that I needed to speak to the hotel manager but he was lying and brushed off the conversation. However the manager apologized and left me a note (currently their disregarding my ongoing complaint taken up by Agoda, saying I had selected a ‘do not disturb’ which is why they never cleaned, I’m confused is there no way to track the complaints I made on the intercom or see video footage of me talking to the manager in the lobby and why would the manager send me an apology note, how low would a hotel go to cover up their mistakes, absolutely appalling) with a soft toy and small chocolate cookie bag, where I felt it’s safer to return the soft toy and leave the cookies in my room as neither would fix my problem. He further went to refund my early check-in fee but I still purchased a superior plus room for 5 days, expecting to come into a clean space and no where in the world have I experienced such poor service.

In my booking through Agoda, I selected the option of a non smoking accommodation area. You would expect the hotel staff to be the least bit considerate especially when they have a note on the vanity table stating they would fine you for smoking but guests outside my room were smoking throughout and I’m guessing there was no alarm system to detect either. I mentioned this to the front desk and one of cleaning staff members were there too who joined in by responding - yes and that it’s really bad in my floor as the guest doesn’t stop smoking to which one of the other staff acknowledged saying it was a Chinese guest but they didn’t offer a solution even I wrote saying it causes migraine and I had to stay with a headache throughout my entire stay.

Do they have no tracking processes in place to check when a room is not cleaned up prior to a guests arrival ?and is there no physical person who monitors house keeping ? Why put a fine for smoking but not adhere to their set rules? Above all why fabricate...

I booked this hotel with the expectation of a true boutique hotel, however that is unfortunately not the case.

It is in a good location in Bukit Bintang walkable to all the malls and MRT however the immediate surrounds of the hotel have construction going on, looks dodgy and not appealing. It however did seem safe, with at least 1-2 staff at the front at all times. The room (I stayed in) the walls and finishing in bathrooms looked dated in places so I doubt how new this building is or lacks maintenance. There was blistering paint in the room, the grouting in the shower was not completed neatly. The tap fittings were semi broken. There was just one all in one shampoo, conditioner, body wash in the shower. Free car parking for guests is a bonus Buffet breakfast was very basic and same-same each day with very minor variance. House keeping staff on Level 9 lacked experience, was not sufficiently trained or was doing a half baked job. The room was not cleaned thoroughly with dirt on the floor, the bed linens did have minor stains, there was hair on the pillow the first night. They would only provide a hand towel on request! If you wanted an extra towel, you had to exchange it for the used one immediately. The gym, although decently equipped does not have a water supply for users. You have to either take your own bottle of water or use an empty bottle to fill water from the filter in the restaurant. Not convenient and not great from a guest safety point. Water should be provided in the gym when working out. Reception staff outside business hours seemed to not be empowered to make decisions. It was only after I expressed my disappointment at the state of the room and the lack of water in the gym that they lifted their game! The Director of Operations was gracious enough to chat about the issues I experienced while I waited for a Grab, but none of these should have been issues from the first place.

This is by no means a boutique hotel - if that is how you wish to market yourself, I am sorry you need to make many improvements. Will I stay at this hotel again -...

If you are someone who is noise sensitive or light sleeper like me, please avoid this hotel at all cost.

Wall is like super thin with no gap between rooms, your door is right next to the next room door. That's how close the room is plan out.

You will hear everything from switching on and off the power switch, hairdryer sound, flushing the toilet, using the shower, people's conversation, someone's laughing and the cherry on top is door slamming.

Also the workmanship of the room is so bad. The bathroom in the room 1003 that I get, if whoever gets this room check the floor by the toilet bowl how messy the work is. Then look up the ceiling inside the shower stall you would see measurement numbers on it then look at the shower stall glass another measurement number at the bottom right. Not sure if they open the hotel without checking all this. Even the tiles are mess wit the white paste cement they used.

There were few pieces of previous guest colourful hair rubber band on the shower holder. The office chair provided in the room is torn like something or someone scratches the seat.

The bedside table lamp doesn't work not sure if there's no bulb in the lamp or what.

On my 2nd day the reception guy who had checked me in prior came knocking my door asking what time am I going to check out. When he himself had confirmed to me that I am staying for 2 nights. I told him I am checking out tomorrow and he gave me the surprised expression. Repeatedly told him twice. Then he went off. I rang down after since I didn't heard anything back.

The lady who answered the phone was like Oh sorry we got the wrong room was about to call up to apologise. Yeah right it took you so long to call back ar.

In the end I check out sharp at midnight on my 2nd night because I couldn't take the noise any longer. I couldn't get a good sleep...