GRANDEUR HOTEL & SPA — Hotel in Malacca

As a hotel managing director, how would you respond to a customer's dissatisfaction? Hang up the phone conversation half way because he wants to continue his dinner without manner?? This happened in Melaka GRANDEUR Hotel! The photos on AGODA and physical conditions are way below expectations. Sofa was not clean, coffee cup never wash, the floor is like still under construction, the wall paper looks really bad shape and lizards were around.... We came to attend to a prayer at the Gudwara, thought of staying at a nearby Hotel. The photos on Agoda looks very attractive and new, the rate was Rm128 per night. We have decided to stay for 2 nights without checking the room condition. When we went in to the room, the room was in a run-down condition. So we requested to cancel the 2nd night booking and stay for 1 night instead, as we were there around 7.30pm. But the staff said they had no authority to cancel then they called the boss. When we spoke to the boss , he told us their POS system does not allow reversal of any transaction which has been registered. I wonder how can you have a system that controls your business instead of you controlling the system?? Even the Fire Extinguishers were expired in 2020!! How can you run a hotel without complying to the basic safety rules?? Hence, We have decided to forfeit the 2nd day stay and check in to another hotel....

First of all, I did arrive earlier than the check in time, the staff were very friendly and quickly clean up the room and let me check in early, I give 1 Star for the friendliness of he staff. However, the room was not very well cleaned, the carpet floor was not vacuumed, there was still coffee stains on the chair and also the basin left form the previous customer, the whole room was very run down, patches of unmatched wallpapers. The worst of all, the mattress, it was so thin and literally I felt like sleeping on wooden floor. I asked the receptionist if I could changed the mattress but she told me all mattresses are the same in this hotel, so even change also the same. But when I checked out, I ask the guy at the counter, he explained the mattress in my room was supposingly water bed and it was just being damages few days ago, and the new mattress hasnt arrived yet. Look, if your mattress is really not in good condition, do not sell the room to the customers! I thought I came to Melaka for a short holiday but it turned out that I couldnt sleep for my entire trip, and the hotel has charged to my card for the nights when I check in! I was totally disappointed with this hotel, and NO MORE second time, I should have asked for refund cuz after I went back to KL I had to see Chiropractic for my back therapy. Another star I give it to...

I had booking this hotel and when we call to inform that we’re late a bit and they say my room has duplicate order with other apps which is booking.com and the other person get it first . And this is not fair at all cause i pay for it . And ya they gave me the other hotel and they say same price as i book . But when we arrive at other hotel the person mention to us the price was 333.00 right ? And we say eh no in our receipt write there 400+ and he purposely say oh ya ya correct that price ?? Like seriously?? You get this money for your own pocket or how ? The room also out of my expectations.. its smaller than we expect .. . I had no choice and have to stay there cause already paid online . Btw staff are okay and friendly .. just that i dont satisfied with my room and grandeur hotel cause miss looked all of this . Luckily we call first .. if i already arrive there and my room taken by somebody already then how ? Pls next time do check your cust booming first ya .. not cust to call and ask...