i was back from thailand working trip with my wife and 1 daughter 1years old plus .. when i reach penang sunway hotel straight away i ask the driver send me to sunway hotel BUT NO OTHER HOTEL . i arrive 4pm almost ... i check in and was given a room , after was given a room straight away leaves our beg and valuables in the room and ready to have a good rest after all the stress from thailand and try to have a good sleep and rest . FINALLY AIRCOND IS NOT WORKING . so our rest is totally out and me and wife and kid we have to go to somewhere else to give way to the hotel management as they said the aircond problem will be fix by 6pm ... so 2 hours is still okie because i do understand that THIS HOTEL JUST NEWLY RENOVATED AND MAY HAVE SOME PROBLEM .. after i was back from walk around in penang which i always did , the aircond problem still not fix yet .. guess what ? the aircond done at 11pm night . which ME AND WIFE AND KID HAVE TO STRAY AROUND but not in the room for resting !! when i spoke to the manager of the hotel *( i cant remember his name , is a indian man manager wearing a spec ) he tiold me he will do something for me for tommorow as he said upgrade the room for me or NOT JUST FREE ME ANOTHER NIGHT ) finally we got no choice but to change the room that night to another which is still the same WITHOUT AIRCOND ALSO . ( what the hack ) ?? but is getting late and my daughter is sleep so i have no choice but to tolerate 1 night as the manager will do me something for me tommrow which i agreed
the next day morning , which i suppose to check out , but i was told to meet the manager so i went down to the lobby and the manager is there is very friendly and polite . ( thast the way for 4 star hotel ) , he told me that he will upgrade for me the room . and iw as told i still need to pay for the room . just only discount rm100 from the actually price for the 1st night .. after disscusion with my wife , my wife say okie take it as WE DONT HAVE A GOOD SLEEP for that night , after paid the room was change to the room with full of aircond ( this times it works ... ) yeah !!! BUT .,,, HE DIDNT UPGRADE IT FOR ME .
1 , WHAT DOES IT MEANS OF UPGRADE , ? ( I KNOW WE STILL HAVE TO PAY but the room is not upgraded and still have to pay after all the NONSENSE AND MOOD SPOILT FOR THE RESTING NIGHT .,
2 , I AM EXPECTING MORE THAN JUST UPGRADE ( IF U WERE ME AND U CHECK IN THIS HOTEL ! WHAT WILL U DO ? ( in the 1st place i didnt yell at counter or make noise or complaint of refund , i undersatnd and i try to tolerate . BUT DID THE HOTEL DOES IT TOO ? TO BE HONEST I EXPECT A FREE NIGHT STAY INSTEAD OF UPGRADE ( but didnt upgrade ) and i still have to pay ...?? i cant get and dun understand !! how your manager to comfort a suffer REGULAR CUSTOMER DUE TO YOUR HOTEL facilities fuction failure ? ..
at last ... i check in time was december ,!! ask your indian manager ( a bit fat ) i am sure he still remember me . and i expect this to be reply AS SOON AS POSSIBLE .
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guest,
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Greetings from Sunway Hotel Georgetown, Penang!
First and foremost, please accept our utmost sincere apologies for the inconveniences caused to you and your family during your stay with us in December 2012.
However, based our investigation record, we regret to inform you that we had an inadvertent technical problem pertaining to the said room air-condition system. Though our precautionary measures in terms air-cond servicing and all other routine checks are conducted regularly but at that juncture the incident was beyond our control. On this note, we understand that the situation could have been resolved immediately and in a more tactful manner that will certainly easy your distress and of course it will be more comforting for your wife and baby.
Nevertheless, we have instructed our associates to step-up on service delivery then and always.
Moving forth, in any business like ours, the greatest way of improvement is from constructive comments from our valued guest like your goodself and on this instance, we certainly value your feedback and appreciate your kind understanding despite the shortcomings.
We would like to emphasize that we have every desire to address your needs and provide the best solution to meet to your requirements and reassure that what you have experienced is certainly not the reflection of our standards of service.
We are committed to you as our valued customers and it is very important to regain your trust and we hope that you will give us another opportunity to redeem ourselves in near future.
Please be informed that our hotel will be fully renovated by end May 2013 and we look forward to welcoming you and your family to Sunway Hotel Georgetown, Penang!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.