Salwa A.
Google
VERY BAD STAFFS!
I usually hate leaving bad reviews, but this time I’m genuinely upset. My family and I have been loyal guests at this hotel since 2007 every time we visit Penang. But our most recent stay on 23-24/09/2025 was by far the worst experience we've had.
After checking out, it was raining heavily with VERY STRONG winds. Our taxi had already arrived, and we were in a rush to get to the airport with a lot of luggage. We tried to use the automatic door, which was the closest way to the taxi. But the security guard refused to let us use it, just because he didn’t want the rain coming inside. Sure, I get the concern, but we were guests trying to catch a flight in the middle of a storm, dragging heavy bags. The least they could’ve done was offer some help or flexibility.
Instead, we were forced to walk further to a smaller side door, completely exposed to the wind and rain. We ended up SOAKED. I’m not blaming the weather, but the staff’s complete lack of assistance and empathy was unacceptable.
To make it worse, none of the staff, neither security nor reception, bothered to help. They were too busy mopping the floor and watching us struggle. It was obvious that keeping the floor dry mattered more to them than helping guests in distress. Not a single umbrella was offered. Not even a word of concern.
And I have to mention the rude attitude of the female receptionist. She looked annoyed the entire time, and was even rude at a new staff member right in front of us. It was awkward and unprofessional. I wasn’t going to say anything about it at first, but after everything, it just added to the disappointment.
I’m literally writing this at the airport, still wet from the rain. So thank you for the warm farewell. After years of staying here, this experience really makes me reconsider ever booking this hotel again.
