At the check in, the staff were just not interested. There was no ‘Hello and Welcome’ and whilst checking us in, they continued to answer the phone, run back and forth to the office, and generally ignore us. Even though we had clearly written on the booking form that we required an extra bed in the room for our 3 year old and emailed the hotel separately, this was not set up for us. We were told, that if we wanted an extra bed we would be charged extra per night, but if we wanted our 3 year old to co-sleep in our bed or if we wanted a baby cot, this would be free. Where is the logic in this policy? She is 3 years old, why does it matter how she sleeps, she will cost the Hotel the same amount whatever type of bed she uses.... the manager just kept repeating that it was ‘normal’ for a 3 year old to co-sleep!
The hotel lobby was chaotic, maintenance and cleaners everywhere, equipment left everywhere causing trip hazards.
We got to the room, which was very well decorated and modern, however, even though it was a non-smoking room, there was a strong smell of smoke.
There was a letter left in the room to inform us that there was maintenance taking place that afternoon and that the water pressure would be low between 3-7pm. (no mention of this at check in)
This was not great but we understand things happen and hoped the hotel were working quickly to solve the problem.
We headed out for the evening without being able to flush the toilet or have a shower but were sure everything would be ok for us to bathe before bed time.
How wrong we were........ when we returned to the room there was still no water at all (hot or cold) and this remained the case right through to our check out the next day. So, we had to go 24hrs without a shower, cleaning our teeth or able to flush the toilet. This was particularly distressing as one of us had an upset stomach during our stay!
We raised this with the manager at check out and were told that all rooms from the floor 9 upwards had the same problem with the water........ clearly this was an ongoing problem, not just between 3-7pm the previous day.
HORIZON – you should not be putting people in rooms with no water supply. It is a health hazard and extremely upsetting for guests. You need to sort this problem out asap or reduce your available capacity until it is sorted!
As a means of compensation, the manager arranged a free transfer for us upon departure.
The hotel pool is very small and the terrace area around the pool only has 3-4 sun beds, no chairs and no shade whatsoever. It also needed a good clean.
Breakfast was OK, not much choice of hot items and the air-con was leaking and fluid was dripping in to the food.
This hotel has the potential to be excellent value for money as it is very well decorated and has good facilities, however, until they sort out the attitude of their check in staff and their water problems, it should be avoided!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 8, 2013
Dear Mrs Tina Ranft,
Report response as inappropriate
Thank you very much for posting your review on your recent stay with us in Kota Kinabalu,
Your feedback is always welcomed and greatly appreciated.
It is with regret to know of the unpleasant experience that you had during your 1 night stay with us. I would like to apologise on the poor service rendered by the Front Desk staff upon your check in. The staff could have done better by extending you a warm welcome and a smile. On the request of an extra bed, your request was made through your Online Travel Agent which wasn’t made known to us. Extra beds are chargeable however we extended the extra bed on complimentary.
I do apologise for disruption of the water supply on the day of your arrival. We were trying our level best to rectify the problem and water supply was available to all floors at intervals. This should have been made known to you upon check in.
With regards to the sunbeds at poolside, with space constrain we can only accommodate 3 units. We are unable to fix any shades or parasols as sudden strong winds had blown this onto the main road below which may cause serious accidents.
We take all comments seriously and you can rest assure we will improve on our service.
Philip D. Theseira General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.