I recently spent one night at this hotel. Fortunately, it was just one night...
When I entered the hotel, the doormen welcomed my customer (with whom I was traveling) and myself and were extremely friendly. The hotel lobby and reception area seemed very modern and recently renovated, so I was looking forward to getting into my room and spending some time at the hotel. So far so good.
Time to check in. The receptionist was friendly, but it was definitely one of the slowest check-in processes that I have experienced so far anywhere in the world. The same applied to the check-out process later on. I was in no major hurry, so no harm done, but this level of slowness certainly does not paint a very professional picture of the hotel's service level.
But then to the biggest disappointment of all - my room. My alarm bells started to ring when I entered the corridor on the 8th floor. The corridor - and especially its wall-to-wall carpet and some of its walls - was dirty and there were stains everywhere. When I entered my room, I came to realize that the same "stain story" continues there. When it comes to its overall cleanliness, it was simply disgusting:
- The closet where one is supposed to keep clothes and shoes was dusty and definitely in desperate need of renovation or renewal.
- There were several stains on the wall-to-wall carpet. Frankly, I do not even want to imagine where those had come from. In some parts, the carpet was also worn out and a number of black stripes (I assume caused by suitcases, shoe soles, etc.) were visible. Frankly, I was most reluctant to even think of walking barefoot on the carpet.
- I wanted to use my laptop on the desk that was in my room. Fortunately, I noticed before placing my laptop on it that its stone surface has three sticky stains on it.
- Both the bathtub and sink in the bathroom were worn out and dirty.
- As if the above was not enough, there was also brown paint on the curtains.
I just do not understand this. This was purely about poor cleaning work. It cannot be so difficult to get this right. For a while, I thought about calling the reception and requiring a new room. However, I had already switched to this room from another room that I was given first. This first room was a smoking room (and not any better), even though I had earlier requested a non-smoking room. Also, my customer who was staying in a different room another floor told me about the same lack of cleanliness in her room.
It seemed to me that the room I had might even have been renovated relatively recently, but only very selectively. For example, some of the furniture seemed fairly new, where as some of the furniture looked very tired. In the bathroom, the lavatory seemed fairly new, whereas the same cannot be said about the bathtub and sink that lacked white paint in some areas.
For the positives, the hotel's lobby and reception area, as well as its other public facilities, seemed modern, well-maintained, fresh, and trendy. In addition, the hotel's location is good. The breakfast was average - nothing heavenly, but definitely O.K. to get you going.
I am not sure about the general quality level of the hotels in Johor Bahru, but after this particular experience I tend to think that if you can stay at one of the nice hotels in Singapore and commute from there to Johor Bahru in the morning and back to Singapore in the evening, you are better off. Needless to say, but I will not return to this hotel until they will have done something for their rooms both from the cleanliness and renovation standpoint.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for choosing Thistle Johor Bahru on your recent visit. Your thoughts are important to us.
I appreciate the time you have afforded to detail your comments and I am very disappointed to learn that we did not meet your expectation on this occasion.
Rest assured, I have followed up your feedback with the team highlighting the areas that require immediate improvement. Focus will be given to our front desk skills training as well as housekeeping standards and assure you that every effort will be made to ensure that there will not be a similar reoccurrence on your future visits with us.
Thank you for your positive feedback with regards to our friendly concierge and receptionist, hotel layout and the location.
Your comment about the breakfast is noted and I shall review moving forward.
Please contact me directly when you are planning your next visit. I will personally oversee arrangements to ensure a pleasant and comfortable stay.
Edward and team
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.