Disappointed with the stay
Veröffentlicht am 28.12.2020 auf Hotels
Overall it was satisfactory. But for a 5 star hotel, they are really below mark. I think the service providers did their best within their means but there could be lack of proper supervision, management and leadership in this hotel. Rooms were clean, bathroom was clean, but the restaurant service was poor and also during breakfast time. Eg the waiter used his hand during toasting the bread. Also I gave the ice pack (used to store some special medicine while travelling) to be kept in the freezer as there was no freezer in the room. The refrigerator was inadequate to keep the ice pack cold. On the 4th day when I got it back, the ice pack had already melted as they did not put it in the freezer. The instruction that I gave to the Duty Manager (Farish) was not complied with. It was quite shocking. I would not recommend this hotel as a 5 star hotel mainly due to poor service and the attitude of the staff at the front desk who did not show the due care when I complained about the ice pack. I got the answer “the management having meeting”. I expected as least someone from the management should quickly come up to hear my complain when it is fresh. Feedback like this was very useful to the hotel but they lost the opportunity.
Kommentar von Hotelmanagement
29.12.2020 von Management of Hotel Equatorial Penang, Hotelmanagement
Dear Guest,
Thank you for having chosen to stay at Hotel Equatorial Penang and for the rate you had given on our property.
We are sorry to learn that your stay with us was less than expected and that some aspects of your stay that left you disappointed.
We regard each feedback from all of our Guests as an opportunity to improve. Rest assured that we had your feedback shared to the respective team members in order to assure that the same issue does not come up again.
Once again, please accept our sincere apologies and we hope to see you soon in your next visit.
Best regards,
The Management of Hotel Equatorial Penang.