There is an apparent disconnect between the Trip Advisor high ranking and the poor level of customer service we received.
We (my parents, my wife and I) arrived at the hotel around 21:45 or so and were informed by reception staff that the rooms set aside for us did not have a working air-conditioning system. They had arranged other rooms for us while the a/c was being repaired but said we would have to transfer back after the repair the very next day. As we were only planning to stay a couple of nights, we didn't see how this made a lot of sense, for the extra hassle of having to unpack and pack twice. Also, for my parents (one each on either side of 80 years of age), the uncertainty wasn't something they welcomed.
We could see on the computer screen that the new rooms assigned to us were not booked the following day, but reception staff insisted that we had to move. So we asked to speak to the manager. They called their manager on the phone, a Mr. SOH Yau Beng, who made no acknowledgement of error on the part of the hotel (for the malfunctioning air-conditioning), nor attempt to allay our fears about having to move.
Mr. Soh came across as quite arrogant and condescending; he said he was doing us a favour by giving us other rooms, and even providing a free upgrade to one of the rooms. We told him we were doing HIM a favour by not moving to another hotel... He absolutely would not give an inch to defuse the situation or allay our fears or concerns, and said he would review the situation in the morning. So for the rest of the night, we were left wondering if we could unpack properly or not, which is the situation we were hoping to avoid; whether he asked us to move to other rooms the next day would now be beside the point. (For those wondering, we got to stay in the rooms, but we didn't have a pleasant night after all the bad feelings generated by that exchange.)
It is interesting to note that every poor rating for this hotel is related to poor customer service at the hands of senior management. One might excuse such behaviour from junior staff due to inexperience, but this high handed approach by people who should know better, smacks of arrogance. Their Trip Advisor high ranking has obviously gone to their head...
We plan to visit Kuching again in the hear future. Needless to say, we won't be staying at the LimeTree.
- Official Description (provided by the hotel):
- Ideally located in the Kuching city centre and adjacent to the charming Chinatown Padungan area, this non-smoking boutique hotel offers 50 rooms and suites equipped with free wi-fi internet access throughout the hotel, complimentary breakfast, built-in universal sockets, LCD TVs, plush bedding and rain-showers - all for the comfort of sophisticated travellers today. As a unique, eco-conscious and trendy hotel with a passion for limes, The LimeTree Hotel offers an exciting dining experience at its Cafe Sublime with local, international and vegetarian delights. LimeLight Rooftop Lounge serves signature lime cocktails over breathtaking views of the city and river. Our highly motivated team are eager to welcome all guests to enjoy a LimeTree experience in Kuching. ... more less
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- Also Known As:
- Limetree Hotel Kuching