Stayed at this hotel in Feb. I found the staff well trained and very courteous and friendly - quite efficient and helpful. I was to check in on Sat but had to be out and about the whole day - so I brought my luggage to the hotel at 7am thinking I could store it at the concierge while I run around and collect them when I checked in later. To my surprise, the front desk staff allowed me to check into my room early - that's flexibility for you! Most other hotels would refuse to let me in until way past the check in time - their mantra, they can be late, only the guests cannot be early! Not so Cititel! Well done!
I asked for an extension power cord and it was not only delivered quickly but Suhaimi of the Concierge was most helpful in following up that I actually received it - this and other "small" things like the help in setting up the security box, the greetings when one meets a staff in the lift/corridor, says a lot about the training and the staff morale of the establishment. I would say I am pleasantly pleased to say this level of service reminds me as that of the Shangrila Hotel chains of the past -
All the nice things said about the people, the physical part of the hotel could do with some work - the lobby area, all polished and new, belies worn carpets and dated furnishing in the rooms. The furnishing does show its age despite reasonable effort by maintenance. The one area that bothered me the most was the lingering smell of cigarettes in the background. Not obvious in most places but to a non smoker, quite evident. The AC in my room seems to be pulling in some dust/smoke particles that irritated my nose the entire stay I was there.
As highlighted elsewhere, this hotel is quite convenient location for food and the inner city. If only the owners would refurbish this hotel, coupled with the level of service, would make this a very nice hotel right in the heart of Penang city!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Selamat Sejahtera from Cititel Penang.
Thank you for taking the time to share your thoughts and thank you for the compliments on the service rendered. I was most happy to share your comments with Suhaimie and our front desk team.
Our hotel has just completed the final phase of our refurbishment programme late last year - thank you for your observations; we are constantly continuing with our maintenance and the upkeep of the property to ensure that all is in order.
Regretfully, our hotel does not have a totally smoke-free environment policy but our Maintenance Manager and Housekeeper are always looking into improving the air quality of our public areas and in our guestrooms relentlessly. Please accept my sincere apologies for the inconvenience and discomfort encountered with the lingering smoke smell.
I hope that this did not detract you from the overall enjoyment of your stay here - thank you once again for writing and I look forward to welcoming you back again soon.
With kind regards,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.