It wasn't the first time i stay at Citihub Malang. The previous stay was quite pleasant so I decided to come back again during a family reunion at Malang.
We booked 2 rooms for 2 nights. Coincidently, we got the only 2 rooms out of 20 rooms which have no windows. so I was a little disappointed, but it's okay, we could accept that.
The big disappointment occured when we came back from the dinner outside. It was 11PM, me and my brother had already changed and ready to crash the bed when my Mom, who supposed to have already gone to bed, knocked my door and told me that the door card key machine was broken. The guy who tried to fix the door was a cashier from the hotel's convenience store, not the technician. He said that all the supervisors and the hotel staffs were on a day-off because it was Saturday.
After 45 minutes trying to fix the door with no results (he just change and change the batteries), he decided to get the technician from a nearby hotel. We had to wait 15 more minuter until the technicians came. After a few examination, the technician said that they had to open the roof, the ceiling, into the room and open the door from the inside of the room. The cashier guy hesitated and call his manager for advice.
Unbelievably, his manager didn't agree. He didn't want to break any parts of the building because it would be costly. I lost my temper immediately, because 2 exhausted middle aged women were waiting on a bench in open air in 11PM and the manager of the hotel still try to make economy out of this?? He finally agreed after 30 minutes of arguing on the phone with the cashier guy because the other rooms are full, and it took the technicians 15 minutes to finally open the door. The next day, we had to move all my mom's belongings to my room because they still hadn't fixed it yet.
I would absolutely not recommend and would not come back to this hotel.