I was staying in the hotel room for 2 nights on 22nd & 23rd Jun 2014. It was my 2nd time stay in the hotel. The hotel are very new, clean, great design & feel great at every corner. Especially likes the interior design of the room, restaurant, swimming pool & cafe area at lobby.
However i had an unforgetable experience during my stay which is first time in my life. On first night of my stay & in the middle of mid night, i was being wake up by the very irritating sound. With no idea what is happening, i went the lobby seek help (i cannot make any call from my room to seek help during that time where i felt so helpless in the mid night). It was great that the manager, Darren came immediately within 5 mins to check on what is happening. Initially i was not aware that it was alarm triggered until i was told by Darren & subsequently the alarm was triggered at the whole floor. Every customers on the same floor was rushing out from the room & wondering what is happening. Very shortly, Darren has settled the issue by turn off the alarm & ensure everyone of us nothing was happened & we can go back to the room.
On the next morning, when i came across the lobby and just out of queries i went to ask the receptionist on what is happeing last night. Why the alarm triggered? I was shocked & surprised that the receptionist told me the record in their computer show that i am the culprit that smoking in the room & i am the root cause of the alarm triggered. I still remember clearly she quoted & asked "You smoke in the room, right?" I was very angry & cannot believe on what i heard as i am not a smoker & i did nothing in my room except sleeping. I also feel ashame because that means other customers may also being told that i was the root cause and i was the person that affect the whole floor alarm triggered & affect others sleeping time. Is this the same information being told to other customers which i became a very irresponsible person that caused all these to happen? I requested the staff to give me an explaination on the claim they made & recorded in system. Immediately, Darren came & told me that he need to seek my permission to enter my room & do some investigation on the alarm. After he went to my room & done the checking, he acknowledged that no clue of smoking, burning and nothing wrong with me. And subsequently he suspected that maybe the alarm was in error. I understood that this is his duty to check & understand the root cause, however i was upset that the staff made such a record in system & suspecting their clients. Anyway, with Darren's prompt response & immediate action on problem solving & with his very sincere apology. I would say "Well Done" to him on his great job & the hotel should be great to have a great staff like him. However, the receptionist should be gone through further training & the management should look into this matter & write to me for an official apology on that matter. I hope that such incident will not again.
- Official Description (provided by the hotel):
- A new destination sensation in travel arrives in KL Sentral with an urban-influenced design concept. Aloft KL Sentral is a refreshing alternative on the KL hotel scene offering spacious, loft-like rooms with high ceilings and a savvy environment. The perfect getaway to the city, Aloft KL Sentral is only 28 minutes away from the KL International Airport and connected to the main KL transportation hub such as the KLIA Express, KL Monorail, KL North – South Commuter and the Light Rail Transit. ... more less
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