Awful customer service & staff was not professional or helpful.
I was on a business trip for 5 days which was book thru Agoda. My booking was made for 4 days on which I needed to extend the stay and decide to book for another day stay.
Upon checking in I ask the front desk to combine the 4days & 1day extension which I have book separately as I preferred to stay in the same room for these 5days. I was told that it's impossible to combine due to the system and was ask to come back on the 4day to check out and check in again for the extension.(such a hassle)
On the 4day I comply to the instruction as to check out check in again and left the hotel in the morning for my appointment and arrived back late in the evening. Exhausted from work scheduled upon reaching the hotel I was not able to get to my room. The access card can't be used and denied entry to my room floor as it need to be revalidate at the front desk.
After validation went up to my room and was surprise to see none of my belonging was there.
Clueless to what has happen, again I had to travel back to the front desk and enquiry them. They too seems clueless and that show their professionalism.
They had to make a few calls and checking, while I was made to wait anxiously. After closed to 45mins of waiting or so, finally they got back to me. Reason they thought that I have check out from the hotel and my belonging is place in the lost & found department.
My question; was how would I have check out from the hotel with my belonging still inside the room and my deposit for the room is still with them.
How could they cleared my personal belonging from my room without even checking, which they can always gave me a call on my mobil regarding my belonging inside the room.
Took a while for my things to be return and which it's return some of my personal belonging is missing.
My only clean clothes available for next day use was return dirty as they kept everything inside a bag together with my dirty slipper.
- Official Description (provided by the hotel):
- 5-star elegance and personalized service await you at the luxury Renaissance Johor Bahru Hotel, a Marriott Luxury & Lifestyle Collection. Located half an hour from the Senai International Airport, and just 10 minutes from Singapore, our hotel offers a wide range of amenities to make your stay as comfortable as possible. Beautifully appointed rooms and suites feature beds with luxury linens and spacious, contemporary bathrooms; upgrade to a Club level room or suite, and take advantage of access to our hotel's exclusive Club lounge. If you're in Johor Bahru for work, you'll appreciate our well-equipped business center and 16 flexible meeting rooms; we also offer a modern, 24-hour fitness center and an outdoor pool. Dine on modern Cantonese cuisine at WAN-LI, our hotel restaurant, or venture outside of the hotel and explore Johor Bahru's 5-star dining and entertainment options. Additional nearby attractions include Johor Premium Outlets and LEGOLAND® Malaysia. Visit us today, for a memorable getaway. ... more less
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