Wesley Hotel, Penang — Hotel in Penang

Extremely unpleasant experience this time, have been their monthly guest for a year, because the hotel staffs are friendly and hotel is clean. However, this time, it’s really disappointing. Saw a hotel parking, gave signal to indicate that I wanted to park, there was also another car came behind me, the security didn’t allow me to park, he said only hotel guest can park. I showed him my access card of hotel, he then said the car behind me wanted to park, I asked him isn’t it first come first serve, he kept saying the car behind me wanted to park, with annoying hissing sound and face, and raised his voice too. I asked him is it possible to get the front desk who can speak proper English or understand English or Malay, so can communicate better. He just asked me to move and asked me to park at oku parking. Then I went out of car to the front desk to clarify the parking is first comes first serves basis, the girl told me yes. I informed her the security didn’t allow me to park, saying the car behind me already reserved, then the security talked to the girl about that car owner wanting to park, the girl then changed statement that ‘oh the car already told the security he wants to park’, I asked her but why the security didn’t tell me about that car owner already said wanna park, all he did was to ask me to move because that car wants to park’, the front desk told me ‘oh maybe he doesn’t know’. Hmm, it’s rather unprofessional that I think they both didn’t even know what were they saying? After that, I just went in the car and wanted to drive away, the other car already drove away too, so the security knocked my my window because he wanted to let me park, but he knocked so loudly, like hello, is that how u treat your hotel guest? And why is it parking reservation is ok even the hotel keeps saying first come...

I’m so so so disappointed in this two day stay. During my stay faced several problems. Firstly, I book the room is premier room with balcony, but I get the room is without balcony, so I immediately go down to reception request to shift to another room, but the Indian lady staff is so unprofessional, she keep sigh and show the bad face to me when she change the room for me, but another Chinese girl staff is good, she is so polite to accompany me to the room and apologies due to her colleagues mistake. After settle down all the thing, the most worst thing happened, the indian staff double check in my room to other guests !!! They let other guests to enter my room. Now covid cases so serious, how can they let other guests enter my room? When I go back to hotel at 12 midnight, my key card cannot be use, so I go down reception again, and then the night shift staff apologies with me and tell me they made the mistake, double check in my room to other guests. Secondly, the security box in the room cannot be use, I call the receptionist again, they came to my room to change the battery also cannot be use, I need to bring out my laptop and iPad with me for whole day. Thirdly, I stay for two day, when I go out from my room, I already put the sign for “clean up room”, but they didn’t clean up my room!!!!!!! OMGGG I came back to hotel already feel so tired, but I need to wait at lobby for 15min to wait them for clean up room and hotel also not provide parking. Really feel so so so disappointed !!!!...

Stayed for 1 night. Room was clean, breakfast was very good. But this one Indian staff at the main counter was VERY unpleasant, rude & unprofessional. I called a week in advance to confirm my stay and also requested for a late check out. I even mentioned about my checkout on the day I arrived & the morning I was supposed to check out. I requested for an additional hour as I was not able to check out by 12pm. I have had no issues at any other hotel when I made requests to extend my check out time but here, this one staff was so reluctant to let me check out a little later. She also threatened to charge me if I was late and if I didn’t check out by 1.30pm. I only asked for an additional hour. I was very turned off by this staff. The other male Chinese staff was kind enough to help me with my bags even though the hotel doesn’t have a porter. But this Indian lady needs to understand that in order to keep customers, she must learn how to speak to them and accommodate certain requests. Will not be going back.

That being said, I just received a call from the Operations Manager Mr Endson. He was very kind and very receptive towards what I had to say and apologised on behalf of his staff. I truly appreciate him reaching out, and for this kind of service I wouldn't mind staying at the hotel again if the need should...