On 5th June 2012, we a group of 9 pax check-in to Courtyard Hotel for a 4days-3nights stay with booking of 5 rooms. Our booking were done via Airasiago.com for 3 Deluxe Executive rooms under my name: Wan and 2 Superior rooms under name: Lim.
All of us have been very excited and looking forward to have a very memorable joyous trip and yes, we were truly been served with a very memorable but horrible experiences!!!
Disappointment 1: Rooms Not Ready
Upon our arrival to the hotel at 2pm on the check-in day, we were informed by the Front Office staff on duty (a gentleman with spectacles) that rooms were not ready for check-in. As all of us were tired (furthermore, 1 of our group member was unwell), therefore i requested him to find a room (at least 1 room instead of 5 rooms as per our booking) for us to rest and freshen-up while waiting for the other rooms to be ready. After much efforts, he managed to find a vacant room for us. While doing the 1st room check-in, he had informed me that only RM50 will be required as deposit for each room and i had given him my credit card for verification for deposit of all the 5 rooms. He also requested for my mobile phone number as he promised to call me to collect keys for the other 4 rooms once they are ready.
Disappointment 2: No Call as Promised, No Check-in
Believed that we will be notified once the rooms are ready, we decided to have dinner some where near the hotel but our waiting was in vain as we did not receive any call. As it’s getting late, we were getting worry and have no choice but to cut short our dinner and return to hotel to check on our rooms’ status. To my dismay, no check-in being done and again I was required to do the credit card verification as the Front Office staff on duty (a lady) informed me that no records of any verification been made during the 1st room check-in. I am just wondering what had happen during the 1st room check-in process?
Disappointment 3: Faulty Shower Water-Heater
After much hassle, we were glad that finally we were able to check-in to clean decent rooms but the water-heater in the shower room was faulty as the temperature was irregular (water will be either too hot or cold) and this had happen in all the 5 rooms.
Disappointment 4: Morning Disturbance
On 09th June 2012 (our check-out day) around 9am, a male hotel staff (claimed to be from Housekeeping Dept) had tried to enter to 1 of our rooms (room no: 521) wanted to do room inspection as he claimed that hotel system shown that room was already vacant.
Disappointment 5: Late Check-out Request
On 09th June 2012 (our check-out day) early morning, I had tried to request for complimentary late check-out at 3pm for 2 rooms for 9 of us (1 of our group member was still unwell) to rest while waiting for the airport transportation at 4pm.
However, only 1 room was allowed for late check-out at 1pm (maybe I should be thankful as least there was 1 room for my unwell group member to rest).
Disappointment 6: Humiliation for Being Treated as Thief / Criminal
After we had check-out at 1pm, we had decided to store our luggage in bell/porter counter as we had plan for lunch at nearby shopping mall before the arrival of our airport transportation at 4pm.
At 4pm, as we had placed our luggage into the airport transport: a van and thinking that finally, we will be going home soon…But we were stopped by Front Office staff (a lady) and Security Officer (equipped with nightstick/truncheon!!! ) questioning us if we had taken the iron in room no:321 (1 of the 5 rooms we had occupied). They also demanded to inspect our luggage even we had told them we didn’t take the iron (first of all, we didn’t even request for any iron upon check-in or during of our stay there).
OH MY GOD!!! Why would we take the iron to travel miles back to our home in KL?! Or maybe they were thinking that we simply love to have an iron to add-on the extra kilos in our luggage so that we can ‘happily’ pay for the excess weight luggage fees?!
I really didn’t see any reasons that we should allow them to do the inspection but all the group members were worried that we might not be able to reach airport on time and miss our flight. To prevent further times wasting, I had no choice but to let them do the inspection. However, it seem that a little times had been saved but we were unable to save our dignity as all of us were totally humiliated when 2 Bellman were instructed to unpack our luggage at the hotel public area with the presence of all other guests…I can’t imagine what will they be thinking of us?! We were the guests but sadly, why were we been treated like Thieves/Criminals?! Security Officer equipped with nightstick/truncheon, is that necessary?! We were the hotel guests in their property, supposedly we should be more worry?
Finally, the nightmare ended when they didn’t find any iron in our luggage. Without any courtesy to apologize for all the inconvenience caused, we were allowed to leave the hotel to catch our flight.
Well, there’s also another issue in regards of my credit card that been used for rooms deposit. Upon check-in, I was informed by the Front Office staff only RM50 per room will be required as deposit. Therefore, only total of RM250 should be charged for deposit of 5 rooms but when I called to Credit Card Customer Service Hotline to enquire and to clarify some charges (as I am worry that the hotel might still wanted to charge me for the iron that they had lost and I know that they still be able to do manual charging to credit card)
I was surprised to know that my credit card had been charged at RM300 instead of RM250 and I am wondering why I was informed differently upon check-in?
So, if you happen to be in KK and will check-in to that particular hotel, please be extra careful, be alert, always double-check your credit card transactions and re-confirm the facilities in the room. If should there be any items that you feel should be there but is missing (eg. pillows, towels or TV), quickly notify or re-confirm with the Front Office or Housekeeping Dept.
I really hope that other guests will not encounter such unpleasant treatment/situation like mine. I am not trying to be exaggerate but till now I am still worry that the hotel will be calling to me and wanted me to be responsible if there is a Plasma TV been missing from their hotel rooms.
- Official Description (provided by the hotel):
- Whether for business or leisure, COURTYARD HOTEL @ 1 Borneo is designed to cater to your needs. For businessmen and corporate executives, we have our Deluxe Executive room with free in-room wired Internet Broadband services and complimentary WIFI in Courtyard lobby and Elusion Café. For leisure shoppers or tourists, we have different grades and sizes of rooms to cater to budget travels, families and tourists travelling in group or FIT. ... more less
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