Recently I was really frustrated with the check in process at Penang Hard Rock Hotel. I made a reservation for a seaview room 4 to 5 months back, using my stage pass complimentary voucher. It is clearly written, if I booked on Sunday to Thursday, I am guaranteed a seaview room.
On the check in day, the front desk told me no seaview room. He argued with me that it is only based on availability. I am really annoyed that he didn’t know the stage pass terms and condition. He still insisted it was based on availability. Next he told me that I booked a hillview room. My reservation clearly stated a seaview room.
Then he asked me to wait 15 to 20 minutes. My family waited. He didn’t bother to update me after 30 minutes. I had to go to the front desk to ask again. After which he told me that he cannot get a seaview room for me. I asked him to escalate to his manager. He pulled along another staff.
I had to repeat my situation, she told me that she will check but need to wait another 15 minutes. I waited. Still no news after 15 minutes. I didn’t see any action being taken either, no updates.
By the way, I arrived at the hotel at 1:45pm, they finally gave me the room at 3:10pm. Lastly, one of the staff told me that the check in time was 3pm. The staff should have told me that upfront rather than asked me to wait 15 minutes after 15 minutes. They didn’t even bother to serve us any welcome drink while waiting. It really spoiled my entire stay at the hotel.
