Guest User
February 3, 2026
To minimize hassle during my trip to Langkawi, I booked three consecutive nights at the Golden Sands Hotel, opting for the Deluxe Grand room type. I specifically requested a high-floor room with a good view when I made the reservation.
Upon arrival, I was given a room on a low floor, and to make matters worse, it only had a small strip of window. The window pane itself was broken, missing a handle, and constantly had a gap, letting in heat and mosquitoes. The room faced north, so it never saw sunlight and was dark and damp.
I was unhappy with the room and asked to switch immediately, but the hotel claimed they were fully booked and couldn't accommodate the change. Even after the Trip.com concierge spent a long time trying to coordinate for me, the hotel showed no sincerity and didn't offer an alternative room the next day either.
My experience led me to a few conclusions: Firstly, the hotel has a terrible service mindset. Forcing guests to stay in a room with severely damaged facilities is irresponsible.
Secondly, when the Trip.com concierge tried to help, they discovered my booking was made through an agent. When they tried to coordinate with the agent, they were completely unresponsive. From now on, I'll be very careful to check if a booking is made through an agent and will avoid booking agent rooms at all costs, as they become impossible to reach if there's an issue.
Thirdly, unable to tolerate the dark and damp room, I checked out early after two nights. I guess I paid for the lesson.
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