My boyfriend and I booked a 3D2N stay in BCC hotel after receiving a strong recommendation from friend. Upon check in, we were impressed by the spacious and clean room. The location was good as what other guests have commented.
However, good things doesn't last. On our second night, the nightmare began. At around 11pm, both my boyfriend and I started to feel that there is something wrong with air con in the room as the room is getting more and more stuffy. After waiting for 15 mins with no improvement to the temperature, we decided to call the recep counter to check if anything was wrong with the air con. We were told that nothing was wrong with the air con system, however they will reset the main air con system and we were told to wait 10 mins for the effect. After 10 mins of wait and we still feel no difference, we decided to call the recep counter again. This time, we ask if any if the hotel guests made similar complaint as we will like to know does the air con problem lie with our room or the whole hotel and we were told that no other guest complain, so we suggested to them to move us to another room which they say they will check again and told us to wait for another 10 mins. Hence, we waited patiently.
As expected, the situation didn't change and the room is getting so hot and stuffy that we are able to sleep at all. We made the third call, and to our frustration, we were told that the chiller of the air con was spoiled and we are not the only room that is affected. They told us that they were fixing the chiller and we were asked to wait for an hour. Seeing no end to this, we decided to give up on the air con and we requested for a electric fan in our room so that we can at least sleep (it was about 12am at that time already). And guess what, we were told to wait again as they need to bring the fan down from the conference room. After waiting for 10/15 mins, nothing appear. Hence, we called again and we were told that they are waiting for the keys to access to the conference room to get the fan! This is totally ridiculous!! We were fuming then and requested to speak to the duty manager but was told that there is no duty manager around!! About 15 mins later, a staff finally brought a fan (which smells like a fan that is used in the kitchen) into the room. Thereafter, the staff called the "duty manager" who was at home and the manager spoke to us over the phone. In our horror, the duty manager explain that she can move us to another room! This was then we realized that not all rooms are affected by this chiller!
It was around 1am that time and we were hot, tired, angry and feeling the whole episode a joke. After 2 hours of probing, it was then highlighted to us that we are allowed to move to another room! We choose that option eventually rather than sleeping in the room with the oily smelling fan. Then, the absurd thing happen when the room that we were moved into have a very strong cigarette smell when it is suppose to be a non-smoking room. We were flaming with fire at that moment. The hotel staff is totally insincere at all. When we told them that we are not going to move into this room with such strong cigarette smell, they still insist that there is no smell. After that, they then move us to another room unwillingly. It was about 130am when we finally settle down.
The next morning, we went to the recep counter and requested to speak to a manager about last night episode, and a lady manager came out. After illustrating what happen to us last night, she doesn't seems to express any sense of sorry for the experience that the hotel has done to their guest. We decided to speak the most senior manager of the hotel. Howeve, After checking, this lady manager claim that the General Manager (Winston or Wilson Tor) is not around. As we are checking out that morning, hence we can't afford to wait, therefore we demanded for this GM to email us with a detailed explanation on this episode. With no sense of remorse and guilt, the lady manager expects us to provide our email address at the counter when we check out! What lousy customer service and complain handling attitude is that. Anyway, we left our email with the recep during check out and guess what, till date (2 days have passed), no one has reverted to us.
This is a worst customer service experience that I have encountered so far. Though the location is good, but guess is not worth to substitute that with such horrible service!
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