Holiday Inn & Suites Penang Prai by IHG — Hotel in Penang

Great IHG-member hotel. Located 40+ minutes from the Penang airport (PEN) and 30+ minutes from downtown Georgetown on the island. Cash, credit card and e-wallet payments accepted. On site restaurant with breakfast buffet. No Executive Lounge or alcohol sold on premises.

Although some (but by no means all!) Holiday Inns have larger and more impressive king suites, none have demonstrated the consistent commitment to customer service as this Penang Prai hotel does. From check-in to room service and especially the dining staff, I was consistently impressed by their attention to detail and single-minded determination to make my experience with them as pleasant as possible.

Likewise, this property understands what it means to make an impression. They appear to own and utilize the entire building as opposed to portions of it, and they utilize the lobby/entrance area to make an impression. An impression of sweeping spaciousness which, in our age of expediency and efficiency is very much a luxury.

Check-in was smooth and efficient. Member status is recognized warmly and I received a room upgrade based on my status. The room itself (king suite on the 13th floor) was spacious but not extravagant. The peculiar curve of the room on the edge of the building meant the extra space couldn't be utilized in practical ways, but you still knew you had a lot of space.

As typical, there are blackout curtains, alarm clock, in-room safe, armoire, robes and slippers. I always appreciate an iron and ironing board in my hotel room and this one had it. Plenty of lighting and adequate electrical outlets for charging. Spacious desk area for work and wi-fi that is both fast and reliable enough for audio/video conferencing. I heard practically no noise my entire stay, and none when I was in my room.

The television channel selection was less impressive. No HBO, though multiple music-only channels and several English-language news channels. Second-tier movie channels in English (AXN, etc.) with a less illustrious movie rotation.

Bathroom was very spacious and well-lit. Separate tub/shower/toilet room and vanity/washbasin room. Shower was very large and had ample supply of very hot water. Tub was large and spacious. Typical upgraded soap/shampoo/conditioner dispensers throughout.

I appreciate IHG's commitment to sustainability and reducing wastefulness. Here they provide drinking water (do NOT drink tap water in Malaysia or really anywhere in Asia except Singapore!) in glass bottles they can refill. No convenient refilling stations on the floor or anywhere for that matter, but you can easily request more bottles via guest services.

Bed is large, soft, with two firm and two soft pillows and a cover that will keep you warm even if you crank the AC. In-room tea/coffee service.

The standout feature of this hotel in addition to the massive space in the lobby/entrance is the breakfast buffet. Western, Chinese, Indian and Malaysian/Singaporean/Indonesian tastes are all amply catered to. There's an egg station and they really know what they're doing (over easy eggs are done perfectly!). I particularly enjoyed the bread pudding with vanilla sauce. I am grateful for HI's association with Dilmah tea and they have a great selection here. Cereal, bread station, fresh fruit, yoghurt and more. No pork products. Service is outstanding and there is more than ample room/seating.

This is not the most convenient of locations, as I don't know what it's convenient to except a particular area of the Penang mainland. Maybe there's a reason for placement here I'm not aware of. Highly recommended for...

We stayed at Holiday Inn Perai for two nights. Visually, the hotel makes a strong first impression. The lobby is spacious and beautifully designed, with a clean, modern look that feels calming the moment you walk in. The design language reminded me of Crowne Plaza, which makes sense since both are part of the IHG group. That sense of continuity in branding and aesthetic was nice to see.

The room matched the tone of the lobby. It was well-designed, comfortable, and had a relaxed feel to it. Everything was clean and thoughtfully arranged. We didn’t have any issues with the room or the amenities. The modern style wasn’t overdone, and it created a good environment to unwind in.

There were some minor details that stood out. Like Citadines next door, the water pressure was a little low. Not terrible, but enough to notice. I started to wonder if it was a building-wide issue rather than something specific to each hotel. Also, they didn’t provide shaving kits, which seems to be a trend now in many places, but it’s still something I miss when traveling light.

The hotel provided two types of pillows — soft and firm — but both felt a little too soft for our liking. Still, we slept well. In fact, we slept so well that we missed breakfast entirely. That tells you something about the comfort level, even if the pillows weren’t quite right for us.

What didn’t go as smoothly was the check-in. We arrived late at night, and the service at the front desk could have been better. The receptionist on duty was assisting another guest when we arrived, which is understandable. But the process took close to 20 minutes before he attended to us. When it was finally our turn, another guest arrived, and he immediately called a colleague from the office behind to assist them. That made me wonder why he didn’t do the same earlier when we had been waiting. It felt a little uneven and slightly unfair.

There was also the matter of presentation. He wasn’t cleanly shaved, and it gave off a somewhat sloppy impression. That may seem like a small detail, but when the front desk is your first point of contact with any hotel, it matters. To his credit, once he was serving us, he was polite and able to answer our questions about the hotel and nearby areas. It wasn’t that he lacked knowledge — it was more about the first impression.

Other staff members we came across during the stay were excellent. Housekeeping, security, and attendants were all friendly and helpful. That helped round out the experience and balanced out the weaker start.

Overall, Holiday Inn Perai delivers a comfortable stay with good design and restful rooms. It aligns with what you’d expect from a well-managed IHG property. The issue with the front desk wasn’t severe, but it’s an area that could use some polish. If they can improve that, the hotel would feel far...

The hotel offers basic facilities like a swimming pool and gym. The 24-hour gym access was impressive. However, there were a few hiccups during my stay regarding the package I booked.

My package included dinner for two. Two days before my arrival, I received a call from the restaurant about my dinner reservation. I inquired whether I could pay to add an extra person, but then I remembered seeing a TikTok promotion offering a complimentary third dinner for bookings that already included two. When I asked if I was eligible, the lady on the phone said she needed to check with the front office and would call me back. Shortly after, she confirmed that I was entitled to the complimentary dinner since my package included two adult buffet dinners.

The hiccup occurred at check-in when I reconfirmed with the receptionist (Ms. Idayu, if I’m not mistaken) that my booking included dinner for three. She initially stated that my reservation only covered two and was unaware of the promised complimentary addition. I was disappointed since the restaurant had already confirmed it. However, when I showed her my call log, she professionally contacted the restaurant to verify. Thankfully, the issue was resolved, and I received the 2+1 buffet dinner as promised.

Suggestions for Improvement: For any confirmed promotions, provide guests with a written confirmation (e.g., email or receipt) to avoid misunderstandings upon arrival. Ensure all staff are briefed on active promotions to guarantee a seamless check-in process.

A special mention to Ms. Idayu, who handled the situation professionally and efficiently. She truly represents the Holiday Inn’s standards—please recognize and appreciate staff like her who work with dedication.

As for my stay, it was just average. The Saturday buffet dinner was overhyped on TikTok—nothing special, just average dishes. Additionally, food was not refilled after 8:30 PM, and items like lobster ran out early. Guests arriving later paid the same price but had limited options. This should...