Lay O.

I stayed 4d 3n. Here's my honest opinion on the hotel. It's a 5star hotel with 2star service. Still long way to go before reaching 5star service.

(-):
1. I booked this hotel because I thought the hotel is connected to a mall, as shown in the pictures. Unfortunately the mall has been closed down before pandemic. Hotel should update this info. It's not walking distance to many malls.
2. Checked into my room on 28/6. Air-conditioning not working, emitting hot air. Hand bidet extremely low pressure like not functioning. Changed a new room sane day. The management should check their rooms condition before selling them.
3. Paid 140k for their buffet breakfast. Main dish not many choices. Chicken was hard, fried rice was tasteless and hard too. That's not the worse yet. As I was topping up my food, I came back to my table and my table was occupied by a man and his son. One of the waitress cleaned my table without asking me first, when my food and drinks are still on my table. And the waitress is not doing anything. Not even an apology! What service is this? Why is the management so impatient and keep chasing customer away? Not only that, two of the staff, one man wearing blazer and tie and another waitress, took one of the chairs away for another diner without asking. Why need to grab the chair from my table when there are so many empty chairs/tables without diners? Are they not being given training on this?

Write to the management but seems they are not interested in complaint or feedbacks.

3photos:
A) showing there are many empty tables and chairs
B) the two staff insisted to grab the chair from my table without prior approval
C) my meals are in the table when there man and his son took over my table and the waitress was removing my food when I approached her.

Believe me, you don't feel well after staying in that hotel. Got very enthusiastic and excited when checking in. After all dramas, I am still feeling sick after reaching my country. You know best!

Purchase a half day tour from them. On the day of our tour, they cancelled last minute without any reason assigned. CS not helpful. Refund takes 15 working day, when the cancellation is from them. Asked them will we be notified of refund? Answer is NO, told us to check everyday after 15 working days. This is ridiculous. This is worse than daylight robbery.

They claimed activity removed but a check this morning still shows activity is listed for booking!

Till today (29 May 23), I still haven't received any updates on my refund! My chat was ended even before my queries are responded to!

Update: sent in messages to CS but no response and no refund yet (3 July 2023). So when they said they trying to reach me, it's not true.