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“Comfortable stay but lacking in warmth”
Review of Crystal Lodge

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Crystal Lodge
Ranked #2 of 39 Hotels in Kota Bharu
Bengaluru, India
Level Contributor
128 reviews
59 hotel reviews
common_n_hotel_reviews_1bd8 71 helpful votes
“Comfortable stay but lacking in warmth”
Reviewed December 11, 2012

Crystal Lodge was tucked away off the main arterial road in KB - so the location was just fine! A short walk and you could get to see all there is to see in this Kelantanese capital. We stayed in a suite with 3 beds, the bathroom was nice, clean and the rain shower was brilliant. Breakfast was adequate, though the food choices were well...passable, at best. But surely, the staff could be warmer? The smiles were missing (could I say I detected a bit of hostility?) and they were quite unhelpful, except for the time we had to bid goodbye.
The Firefly crew stays in this hotel and that is good advertisement in itself. Affordable and clean, so worth it, in the end.

Room Tip: Go for the recently refurbished ones.
See more room tips
  • Stayed November 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank sourav_sil
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Malaysia58, Manager at Crystal Lodge, responded to this review, December 26, 2012
Dear Sir,

Thank you very much for taking your time to write a review on Crystal Lodge. We are also happy to learn that your stay had ended with contentment and satisfaction despite a hitch you commented on the lack of warmth and helpfulness of our front desk officers.

Like any other top hotels management renown for its excellent services , it is always extremely difficult to ensure 100% quality in the ambit of front desk services as the staff, even the award winning ones, are also human who are subject to "low mood" at times.

9 out of 10 reviews in Tripadvisor on Crystal Lodge's warmth, hospitality, amiability and helpfulness are commended as good and exemplary; and I am pretty confident that is true. On behalf of Crystal Lodge, I'd like to apologize for your slight "discomfort" as I can assure what you experienced was one of those times that very rarely happens.

We strive to perpetually please and render our best services to elate all of our guests. That has been our prime endeavor, in line with Our Motto, "Our Best We Serve"!.

With Warm Regards,
Wan Asfa Ida Wan Mustafa
Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (32)
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English first
Kuala Lumpur, Wilayah Persekutuan, Malaysia
Level Contributor
53 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
Reviewed December 10, 2012

Plus points - Great value. Centrally located..attractions, food are within walking distance or drive. Rooms are big. Breakfast buffet is decent. The staff are very friendly and helpful. And it has a gym !!

Minus points - the hotel is located at a corner..and you can miss the turn in. Parking is located at the back. Whilst secure, it has limited space and that can be a problem during weekends...if you are coming in late.

Anyway, will surely return.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank sza1968
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Petaling Jaya, Malaysia
Level Contributor
23 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed December 5, 2012

My wife, 4-year old daughter and I stayed there for one night. Checked in on 15 November 2012 and checked out on the 17th. Upon arrival, we accidentally drove pass the building as it stood near a corner. Parked at a public place before checking in and walked pass a construction site beside the hotel that was later found out to be a future furniture shop. We arrived quite late in the afternoon but no problem with that since we had called earlier. We did not even pay a deposit but still they reserved the room for us - which was good. Staffs were friendly enough but nobody offered to carry our bags. We were given a fifth floor room witt a queen-size bed, which we requested.

POSITIVE:
# clean room
# no hassle late check in
# clean shower & toilet
# generous tv channels including Thailand's ones + two dvd channels
# iron board & iron provided

NEGATIVE;
# everything small - room, bathroom, parking, corridor
# can hear next room noise, piping
# there's a loud popping sound when shower is stopped, maybe the shower pump

  • Stayed November 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Zairul Azri U
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Malaysia58, Manager at Crystal Lodge, responded to this review, December 26, 2012
Dear Sir,

Thank you for writing a review on Crystal Lodge. We'd like to offer some explanation here-under for the negative points written. As for the positive points, we sincerely thank you for the compliments. :)

Many years before this, we have never advertised on the web [not even now in our web homepage www.crystallodge.my] to offer our Standard Double and Standard Twin rooms because they are budget small, though cozy, and very much highly occupied by local tourists and businessmen. We offer only our Superior Double [king sized bed], Twin and Deluxe Rooms which would meet foreign tourists expectations at very reasonable prices. The room you occupied is a Standard Double [with a queen sized bed] room priced at approx only USD40 including good range buffet breakfast for 2 or 2 1/2 pax. We recommend guests to take up Superior [USD50] or Deluxe [USD60-70] type for much more spacious rooms.

Our hot and cold water shower system is pressured up to 5-6 bars to provide good and satisfying shower all of our guests who, as in many of the Tripadvisor reviews, are pretty happy with. In some areas, "water hammer" is inevitable despite installation of "air pressure vessels" thus causing hammer noise Very Occasionally upon closing the shower stopcock . Perhaps we should reduce the pressure further.

We hope we can make it up to you if you're coming in this way again in future.

Sally Abdullah
Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montevideo, Uruguay
Level Contributor
185 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 119 helpful votes
Reviewed November 25, 2012

We stayed 2 nights (1 either end of our trip to the Perhentian Islands). The rooms we stayed in were cheap and had no windows so ventilation was a problem. They don't have a non-smoking floor so the rooms smell smokey and musty. The extraction fan in the bathroom didn't look like it was ever cleaned so probably did not work effectively. There was mold in the bathroom too. A/C was noisy and dripped. Lift was very slow and would jam you in the door if you didn't get in and out quick enough. The baby cot was totally unsafe - the bottom was held together with an elastic strap! The front of the hotel is not stroller/wheelchair friendly and the staff didn't even help us with our bags most of the time. Don't use the hotel airport transfer - 4 times the cost of a taxi! Breakfast was ok selection but cold food most of the time. The breakfast room was dirty in the area we sat in one morning. Desk staff were o.k. but not that helpful with advice and directions. Calling taxis from this hotel takes forever! We walked down and across the road to eat at a local Chinese restaurant, not sure if there was much else in walking distance. The big shopping mall was a taxi ride away. If I was going back to Kota Bahru I would pay a little more and upgrade to a 4 or 5 * hotel. Crystal Lodge is meant to be 3* but more like 2*.

  • Stayed October 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Netty2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Malaysia58, Manager at Crystal Lodge, responded to this review, December 27, 2012
Dear Madam,

We’re so sorry to learn from your comments that you are not happy with your 2 night stay with us. I opine you normally put up in 5 Star Hotels which we humbly could not match the standard since we are rated as 3 1/2 Stars.

We respectfully would like to offer some explanation to some of your comments which do not truly reflect actual situations as follows.

Your comment: The rooms we stayed in were cheap and had no windows so ventilation was a problem.
Our response: Cheap, Yes. We inform guests [and state in our website too] that our Superior Family rooms are windowless but our Deluxe Family rooms have windows. That’s why the room with a King Sized Bed + a Single Bed including buffet breakfast for 3 or 3 ½ pax only cost less than USD60 per night. The baby Cot with fresh clean bed sheet and pillowcase are changed Everyday and are provided Free-Of-Charge.
As for ventilation, we have 2½ HP axial ventilation extractor fan running perpetual 24 hours a day in accordance to the mandatory Malaysian Building By-Law Rev. 1991. We can assure that the central ventilation for our windowless rooms is much better than the ones with windows since it is continuously ventilated.

Your comment: The extraction fan in the bathroom didn't look like it was ever cleaned so probably did not work effectively.
Our response: As the room you stayed in is centrally ventilated, there is NO exhaust fan installed. It is the ventilation ceiling grille that you are referring to. We are however thankful you have pointed this out and henceforth we are ensuring this weakness is attended to.

Your comment: There was mold in the bathroom too.
Our response: We are meticulous in our cleanliness. We can assure that there is no mold on the wall tiles and floor tiles. However there could be traces of mold on the ceiling around the said grille because of extraction of air and water vapor from the bathroom through it. We do maintain by cleaning the grille and re-painting ceiling from time to time and sometimes replace the whole ceiling board.

Your comment: Lift was very slow and would jam you in the door if you didn't get in and out quick enough.
Our response: Our Mitsubishi Lift is a renown brand with the ACVVVF speed of 60 mpm [meter per minute], which is standard speed all over the world. The door closing lapse time is also a standard programmed time. Perhaps you could have taken a little more time to attend to the baby stroller/ pram and your 2 babies when entering and exiting.

Your comment: The baby cot was totally unsafe - the bottom was held together with an elastic strap!
Our response: We’re sorry we have to refute this. I just inspected the baby cot, which is new, to be in a Sturdy condition. The demountable base is snugly fitted, is solid and Not Unsafe. We would Not provide an unsafe cot which could jeopardize safety and would Not want any mishap to happen especially to any baby. The Cot is Foldable for easy handling and the Elastic Strap is TO TIE the Cot together WHEN FOLDED AFTER USE for pushing on its rollers in and out of the room, It is NOT to hold the cot together as you mentioned probably referring to loose or broken parts.
I have a photograph of the Elastic Strap in use to Tie the Cot when folded after use which I wish could be uploaded for viewing.
Yes, we provide the baby Cot with fresh clean bed sheet and pillowcase which are changed Everyday Free-Of-Charge.

Your comment: The front of the hotel is not stroller/wheelchair friendly and the staff didn't even help us with our bags most of the time.
Our response: At the Rear Main Entrance glass door of Crystal Lodge building adjacent to our Car Park, we have a covered porch as well as a RAMP for Stroller/ Pram/ Wheelchair.
We regret that our bell-boy couldn't help you with your bags Most Of The Time; at least they did but not all the time. We apologize for that.

Your comment: Don't use the hotel airport transfer - 4 times the cost of a taxi!
Our response: Our Reception provides service for guest by calling and booking the taxis for your convenience FREE OF CHARGE. Also Crystal Lodge and its Staff DO NOT get any benefit or commission from the taxi center or driver. I opine the fare of USD12 [RM35] is a reasonable price to pay for a CHARTERED AC Taxi which picks you up from the Hotel Front Door to the Airport Departure Front Door. The 20-30 minutes journey is 10.1 km long.
You may be right about 4 times the price of a taxi to the airport; I just got information that if one walks with his/her luggage 5 minutes from the Hotel to the city Taxi Station to board a taxi, it would cost only USD3 [RM9] PER PERSON on a 4-Passenger Sharing Basis. USD3 x 4 persons is also USD12 for a Chartered Taxi from the Hotel’s Front Door. That too, one might have to wait pretty long at the station until the taxi has 4 passengers before departing.

Your comment: Breakfast was ok selection but cold food most of the time. The breakfast room was dirty in the area we sat in one morning.
Our response: We are pleased that you are ok with our generous and widest range Daily Western and Local Buffet Breakfast. Most reviews on Tripadvisor commend our quality and wide range buffet breakfast. Our main food are with food warmers except for our scrambled egg, which would turn blue if warmed or heated; so it is placed on over a tray of only hot water and not heaters.
Also, we perpetually endeavor and ensure cleanliness is maintained all the time.

Your comment: Desk staff were o.k. but not that helpful with advice and directions.
Our response: 9 out of 10 reviews in Tripadvisor on Crystal Lodge Staff’s warmth, hospitality, amiability and helpfulness are commended as good and exemplary. We’re so sorry you did not manage to experience the same.

Your comment: Calling taxis from this hotel takes forever!
Our response: Kota Bharu faces traffic jam during peak and busy hours. Kota Bharu also DO NOT have ROAMING Intra-Town/City Taxis so we have to call them to come from the Taxi Station. Waiting 10-15 or even 15-25 minutes is normal. We suggest that Guests request the Reception to book for taxis 15 minutes before they are ready to embark. Again, we provide the service free-of-charge.

Your comment: We walked down and across the road to eat at a local Chinese restaurant, not sure if there was much else in walking distance.
Our response: On Crystal Lodge’s brochure which is readily available at the front desk are Stated In Detail some 20 places within 3-10 minutes’ walk to Eat, comprising Chinese, Malay, Thai, Indian and Western food outlets. Our staff would be more than willing to help if enquired.


Your comment: The big shopping mall was a taxi ride away.
Our response: KB Mall, the largest shopping mall in the East Coast of Malaysia is some 3-5 minutes drive on the way out of Kota Bharu City.
The other Shopping Centers and Arcades are very nearby the hotel, some are a stone throw-away. So are the 3 Museums, Night Market and the Royal Palaces which are at walking distances from the Hotel. Crystal Lodge is situated in the center of Kota Bharu commercial city.

Your comment: We stayed 2 nights (1 either end of our trip to the Perhentian Islands). If I was going back to Kota Bahru I would pay a little more and upgrade to a 4 or 5 * hotel.
Our response: I think you may be correct if one expect a 5 Star Class Hotel but it does not cost a little more because it would cost double in Kota Bharu. From your Review which has no positive but all negative comments, we’re really so sorry that you were “unhappy” with your stay with us, which could have been alleviated if you had checked in other 4* or 5* hotel for your second stay in Kota Bharu upon returning from Pulau Perhentian.

We wish we could make up to you on your shortcoming.
We sincerely hope you accept our apology.
We always endeavor to "Serve Our Best".

With Warmest Regards,
Ir. Jayson Cheok
Owner
Crystal Lodge
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Gurgaon
Level Contributor
47 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
Reviewed November 12, 2012 via mobile

After 25mins of negotiation, we were able to get ourselves a room. A little overpriced for its accommodation, but it's clean with a nice, hot shower. Location is great and a 10min walk to the night market, parksons mall, McDonald's, etc. Room was spacious with 2 single and one double bed.

  • Stayed November 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank netra80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marbella, Spain
Level Contributor
59 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed October 24, 2012

Went here with my parents and little brother. My little brother got a case of food poisening but the room never got too small with him being in bed all day.
The gym at this hotel is definitely worth checking out. Modern equipment and also nice, on the top floor so ensuring a lovely few. Breakfast was simple but good. Rooms were clean and the hotel only was a small walk from the market and town centre.

Would definitely return here when Im going to need a stop in Khota Bharu again.

  • Stayed August 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lars M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kuala Lumpur, Malaysia
Level Contributor
50 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 64 helpful votes
Reviewed October 18, 2012

I was on business trip in Mid Oct 12, rearrange my schedule and end up re-visit this hotel after 6 years back. Done my homework with Trip Advisor...got a lot of positive comment...well just giv it another try....but..sigh still dissapointed.

I stayed in this Hotel 6 years back..it was quite an old hotel/antique type.. Their beds and fitting was old and the most annoying was my medicine with sugar coated layer was njoyed by ANTS (tiny brown and slow moving species, but u get the itch when bitten) in the room.. the ANTS travels above my beds..sigh..

Now, i wanted to try one more time after reading so many good review..i try one more time. Again, the welcoming friends in the room are again ANTS crawing on the way. I booked one night at RM119 corporate with 2 breakfast..one queen bed basics but with old blanket. (my room is on the 2nd floor). Walls are dirty with stain. Toilet also not properly clean up. Old feshion 21" TV..my is better my friend on the 2nd floor having only 14" TV only..poor thing.

Although they did some minor reno with the toilet but overall the room looks very old feshion.. lighting is a big problem. I am having shadow on my laptop when i do my work on the built in table.Walls are thin, can hear vacumn sound in the morning and doors bangging by neighbours.

I was quite dissapointed, as i tot the with the good review they must have done a fair bit of upgrading but not really. Same recep area, very little room condition improvement but different type of ants (this is the bigger size black color, wont bite ppl).

However, i like the breakfast. They server hot herbal (kunyit) chicken. Fried behoon is nice..

I really hope that Crytal Lodge could do better upgrade as this hotel already 57 years old (if not mistaken it was establish in year 1955. It will be a really good historical boutique hotel to tourist.
Sorry, i dun feel like taking any photos as i am really dissapointed..

Thank you for reading.

  • Stayed October 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank kcie2u
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Malaysia58, Owner at Crystal Lodge, responded to this review, October 23, 2012
Dear Sir,

Firstly, I must apologize to you on behalf of Crystal Lodge for the inconvenience caused.
At the same time, we thank you for highlighting our weakness in certain aspect.

The room you stayed in happen to be one of the last twelve rooms yet to be fully renovated and refurbished which we hope to fully complete soon. We started operation in 1997 and the hotel is now 15 [not 57] years old. The completed rooms have been re-tiled with modern contemporary design, repainted, refurbished with new furniture and beds, and replaced with LCD TVs.

We guarantee there are no pests such as cockroaches and bugs in our premises. Somehow ants problem are peculiar and hard to handle as they come and go quite instantaneously. However we are perpetually taking steps to overcome this menace.

We are pleased that you like our generous and widest range Daily Western and Local Buffet Breakfast . We always endeavor to "Serve Our Best".

We sincerely hope you accept our apology.
Please drop us a line when you happen to come this way again in future, so we'll have an opportunity to make up to you on our shortcoming during your last stay.

With Warmest Regards,
Ir. Jayson Cheok
Owner
Crystal Lodge
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Crystal Lodge

Property: Crystal Lodge
Address: Crystal Lodge 124 Jalan Che Su, Kota Bharu 15000, Malaysia
Location: Malaysia > Kelantan > Kota Bharu
Amenities:
Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Suites Wheelchair access Airport Transportation
Hotel Style:
Ranked #2 of 39 Hotels in Kota Bharu
Price Range (Based on Average Rates): $
Hotel Class:3 star — Crystal Lodge 3*
Number of rooms: 88
Reservation Options:
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Also Known As:
Crystal Hotel Kota Bharu
Crystal Lodge Kota Bharu, Kelantan

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