This was one of the most stressful and upsetting check-in experiences I have ever had. I strongly advise future guests to choose somewhere else.
Firstly, the directions provided were incorrect. I was told that the reception counter was at Tower C, but it was actually located at Tower D. This caused unnecessary confusion before I had even managed to check in. The biggest issue was the security deposit. The written check-in information in the email clearly stated that the RM200 deposit could be paid through a pre-authorisation link using payment methods including Visa, Mastercard, UnionPay and Google Pay. However, when I arrived, no pre-authorisation link or card-payment option was provided. Instead, I was instructed through WhatsApp to make a bank transfer. Their DuitNow QR code did not work. I then tried adding their bank account to my DBS account, but because of my bank’s security policy, I could only transfer money to a newly added recipient after 12 hours. Rather than helping me find a solution, the staff told me to ask the reception counter whether they accepted cash. They did not contact reception themselves, coordinate with anyone or offer any meaningful assistance. I spent approximately 1 hour and 15 minutes trying to find a way to pay the deposit. Despite the property having already received full payment for my room, I was told that I would not be allowed to check in without the deposit. Their own advertised Mastercard payment method was unavailable, yet I was treated as though the situation was entirely my problem.
Thankfully, my partner told me to try and transfer the money using another bank. Otherwise, I genuinely could have been left without a place to stay. I was stranded there with my phone battery running low and becoming increasingly distressed, while the staff appeared completely unwilling to take responsibility or help me. When I asked for the staff member’s name on the phone, she refused to disclose it. When I asked to speak to the person in charge or her manager, she refused that request as well. This complete lack of transparency and accountability was shocking.
The problems continued after check-in. The accommodation turned out to be a shared unit, but this arrangement was not clearly explained to me. I could hear the person in the neighbouring room entering and leaving extremely clearly. The lack of soundproofing and privacy made me feel very uncomfortable and unsafe, especially because the shared-unit arrangement and access situation had not been properly explained beforehand.
The condition of the room was also disappointing. There were stains on the towels, the Wi-Fi was extremely poor, and the power sockets charged devices very slowly. The lights produced a loud, high-pitched buzzing noise whenever they were switched on, making it difficult to relax and raising further concerns about the maintenance of the unit.
The toilet was also poorly designed, with no hooks at all to hang clothes or towels which was extremely inconvenient.
I almost cried during this entire ordeal. What upset me most was knowing that the property had already taken payment for the room, yet seemed perfectly willing to leave me stranded because I could not use a bank-transfer method that had never been disclosed beforehand.
Guests should not be told in writing that Mastercard and other card-payment options are accepted, only to discover upon arrival that they must make a bank transfer instead.
Please do not stay here. Choose another property with honest information, clear check-in procedures, proper privacy and security, well-maintained facilities, and staff who will actually assist you when something goes wrong.
P.S I have attached a photo of the dirty towels.
