When we arrived, the bathroom drain was clogged, but thankfully, the hotel managed to fix it. However, we were disappointed to smell cigarette smoke coming from the bathroom into the room. This was unpleasant, especially since we were traveling with children.

On the positive side, the hotel is in a great location, close to attractions, and has a modern design. However, the cigarette smell affected our comfort during the stay. We hope the management improves ventilation and enforces stricter no-smoking rules for a better guest experience.

Prior to my arrival, I tried calling the main line to inquire about my reservation, but no one answered. It was only on the fourth attempt that someone finally picked up. The person who answered mentioned he was from housekeeping and was unsure if I could request an additional glass to be placed in the room. He advised me to check with the front desk upon arrival.

When I arrived at the front desk today, the receptionist (an Indian lady-sateli) neither greeted me nor acknowledged my presence. When I mentioned that I wanted to check in, she gave me an unpleasant look and curtly stated that it wasn’t check-in time yet. I understand that the check-in time is 3 PM, but I simply wanted to leave my luggage at the front desk while I went out. Instead, she instructed me to place my luggage in the storeroom along with other guests’ bags.

When I asked if she could ensure that my luggage wouldn’t be mixed up with others, she dismissively replied that this was their usual practice. I then inquired if they used luggage tags to avoid confusion. Only after I insisted did she impatiently ask for my booking details and prepare a luggage tag for me.

I also requested if the staff could send my luggage to my room once it was ready, as I planned to return late. The receptionist said this wasn’t possible because the room status was still “dirty.” When I asked for clarification, she claimed it was their procedure. If the room becomes ready later, why can’t the staff assist by placing the luggage in the room? This would allow me to complete the registration beforehand and go straight to my room upon returning.

The receptionist seemed impatient and stated that she could assist with registration, but she still wouldn’t help place the luggage in the room even if it was ready. Initially, she said registration couldn’t be done early, but later she contradicted herself by saying it was possible.

This entire experience left me feeling unwelcome and frustrated, as the process was unnecessarily complicated and lacked basic customer service standards. The dismissive and impatient behavior of the receptionist created a negative impression and made me question the level of service your hotel provides.

I chose your hotel expecting a smooth and professional check-in process, but unfortunately, my experience did not meet these expectations. Proper training is essential for efficiently handling basic check-in procedures. Guests should not have to repeatedly clarify or insist before staff follow the appropriate protocol.

I recommend training staff on basic hospitality skills, such as greeting guests, clear communication, and ensuring seamless luggage-handling procedures. Additionally, implementing a standardized process for situations like mine could greatly improve the guest experience.

I hope my feedback will be taken into consideration to improve your services. I look forward to seeing positive changes in the future.

Went in to room, found huge holes on curtains, which is very obvious
And the curtains have dusty smells !!!!
The bedsheets are yellowish, the furnitures look aged.
The male receptionist is very very rude and unfriendly, during our check out day, the validation machine wasnt working. We were told to press the call button at the paying machine while exiting and there will be staff to help us to open the gate. However, while at the exiting gate, the staff asked us to flash the card for payment. whatt????!!! And money was deducted. He told us to get back at the receptionist for refund. Ok, so we went back to the receptionist and request for the refund, the receptionist said that this wasnt under their control, asked us to deal with the parking office. Eventually, wasted 13mins at the exit gate, watching the receptionist and parking office arguing. So ridiculous. At the end, problem was not solved. My money was deducted and im the one who have to contact the parking office HQ to proceed with the complicated long process of payment refund.
Zero communication between both parties (hotel management and carpark management) which caused huge troublesome for hotel guests.
I love penang but this is truly my worst staying experience in penang.

Good condition, worth with the price, together with breakfast included, for 3 star hotel.

Room very clean. Unique design.
Aircond good, channel for TV enough.

Location near to jetty area.
Quite easy to walk to jetty area or Armenian Street for mural check in.

Just, no other facilities. No gym, no swimming pool. Staf manner need improved. Front office staff attitude not good@and Not friendly.

We were initially greeted by a receptionist who was extremely impolite. We didn’t even get a hello/welcome.
I was asked for my credit card details by the receptionist so she could write them down, when I questioned the reason for this I kept getting the response ‘because I just need them’, to which she laughed and gave no explanation. I was very uneasy about giving my card details due to the fact I could read other people’s details whose had been left on the reception desk by the staff. Eventually they took payment via Apple Pay but despite the money leaving my account they had problems their end which they made out to be my fault.
We got to the room which was clean and tidy, nothing special. However, despite booking a Superior King Room our view was of a brick wall with no daylight. The A/C was also not working in the room.
After the fiasco of check in followed by the lack of A/C and daylight in the room we left and found ourselves a better hotel.
FYI – This hotel also has no outside area (unless you book a room with a tiny balcony), so if you want somewhere you can sit outside/get some fresh air there are plenty of better hotels in Georgetown.