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“My wife cried!!”

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The Gurney Resort Hotel & Residences
Ranked #69 of 87 Hotels in George Town
Reviewed August 31, 2013

What in heavens was that ?! On check in we were given the worst nightmare room , disconnected old phone, broken tatty chair, old Hitchcock type motel decor ..all of which made my wife cry
.To the extent She demanded an immediate check out / evacuation and refund !!We lodged a complaint and the duty manager then substituted with a different room only fractionally acceptable but gave us 3 nights of rattling air cond!! Had we not have been weary on day one on retrospect we should have demanded a refund and an immediate check out.it was like living in a time warp surrounded by unfriendly unsmiling team of receptionists who looked like they have just attended an ongoing funeral ,!! The only sane and helpful person was the lobby bell boy who came to our assistance! The only sane place within is the breakfast buffet ... at least a good start to whet a damaged ego!!Using the name Gurney is an injustice and poor Mr Gurney must be turning in his grave to realise how his name has been abused!!!This hotel is a hell hole!!!Refresh or shut it down!!!

  • Stayed: August 2013, traveled as a couple
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8  Thank Jim2013Lon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GurneyHotel, General Manager at The Gurney Resort Hotel & Residences, responded to this reviewResponded September 27, 2013

Dear Valued Guest,
Thank you for the recent stay with us and your comment are well noted.
We sincerely apology for the shortcoming of the room condition which let you down. We also felt very bad that your wife was badly effected by it. May I offer you to contact me(email-exec.sec@gurney-hotel.com.my) so as I am able to understand more and how we can assist and improve our service.

The Management

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Reviewed August 30, 2013

USed to stay here quite a bit when it was newer. Now it is really tired looking. Some things don't work...the phone in our friend's room..and it didn't get fixed in the 4 days they stayed there.
One of the air conditioners in my room leaked so badly I had to turn it off.
Had the "privilege" of watching the cleaner clean the toilet. OMG.
My kid had made an "accident" in the long bath and some of it had dripped on the floor. He used the same bath towel to wipe the floor, then the bath and the toilet bowl, seat, everywhere. When I told him to please clean the toilet bowl properly, he took a sponge from his pail which contained the toilet brush, squeezed out the water and wiped the toilet seat with it. No difference from soaking it in the toilet water and wiping it. Yuck.
The only thing I still like about this hotel is the pool. Has 2 slides and some things that kids play with. Kids love it.

Room Tip: Generally all the rooms have good sea view
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  • Stayed: June 2013, traveled with family
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2  Thank joycechoice
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GurneyHotel, General Manager at The Gurney Resort Hotel & Residences, responded to this reviewResponded September 27, 2013

Dear Valued Guest,
Thank you for the recent stay with us and your comment.
We apology for the shortcoming and especially on our newly recruited room cleaner which do not practice our standard cleaning procedure. The housekeeping manager had conducted a refreshing training on how to clean the guest room recently based on your comment. We once again apology for the shortcoming.

The Management

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Reviewed August 29, 2013 via mobile

I stayed there for 3 nights recently for a conference in a nearby hotel. The room promotion was quite interesting but after checking in I realized that this hotel really need a major refurbishment. The room was big but old with a noisy air conditioner. The facilities in the room also old but I didn't get any impression of retro style. However, the plus point was the staffs generally were quite friendly and the breakfast was quite nice.

  • Stayed: August 2013
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2  Thank Cupidrin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GurneyHotel, General Manager at The Gurney Resort Hotel & Residences, responded to this reviewResponded September 27, 2013

Dear Valued Guest,
Thank you for the recent stay with us and your comment.
We do refurbished and completed on several floor guest rooms with 32" LED TV, linen, curtain, sofa seat etc...we apology for the shortcoming of the room condition which did not meet your expectation. We would like to welcome you back again to stay with us and please request for refurbish room.

The Management

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Reviewed August 23, 2013

Staying in the two room suite, thought it would be a good deal. Turns out to be one of the worst picks in a long time. Room is dirty and old looking, there are exposed wires hanging off walls, light bulbs in table lamps are hanging of exposed wiring, shower doesn't work, nobody picks up when you call the operator for help. Never EVER again will I even consider this hotel.

  • Stayed: August 2013
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3  Thank Wei Chiang L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GurneyHotel, General Manager at The Gurney Resort Hotel & Residences, responded to this reviewResponded August 25, 2013

Dear Valued Guest,
We are sorry we did not meet your expectation especially on the room condition. As for the exposed wiring we will rectified as soon as possible and followup on the operator issue. We apologies for the short coming during your stay with us. Please allow us to redeem ourselves to offer you refurbished upgrade room for your future stay with us. Kindly contact us thru exec.sec@gurney-hotel.com.my

The Management Team

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Reviewed August 20, 2013

I selected this hotel because it advertised in their web site that it is managed by Swiss Hotel. Actually I understand that this has been discontinued very long ago. The service is terrible especially in the reception. Except for one Indian lady, there rest just do not care. There was one instance I went to the reception and only one serving. There are two others there but they were busy chatting despite the fact there were few people waiting. The rooms need refurbishing and I doubt they ever shampoo the carpet in the rooms for ages.

I was supposed to stay there for 3 nights but decided to leave after 2 nights

  • Stayed: August 2013, traveled on business
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2  Thank Robert C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GurneyHotel, General Manager at The Gurney Resort Hotel & Residences, responded to this reviewResponded August 25, 2013

Dear Valued Guest,
Thank you for the comment and we are sorry we did not meet your expectation. We will follow up to inform the manager on the receptionist concerned. For your info we had done some room refurbishment and yet to complete all. We are continuing to upgrade and refurbish. Once again we are sorry and looking forward on your future stay with us.

The Management Team

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Reviewed August 10, 2013

Ive stayed in Gurney hotel a few times before this and practically over the years, I really felt the whole place needs some refurbishment.... During this Raya break, decided to stay here and well as i mentioned the whole place needs a major overhaul.... Furnitures in the room was old, the carpet was dusty, the bed was a bit creaky.... Heard that this place has already been taken over by the Swiss Holiday group and they need to do something about it..... The bathroom was clean but the jacuzzi in it was not working..... the hot water in the shower and tub was practically warm.... The plus point was the staff were good and friendly and the breakfast was good.... Practically in a nutshell the whole place's hardware needs to be changed pretty fast.....

  • Stayed: August 2013, traveled with friends
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4  Thank Balan3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GurneyHotel, General Manager at The Gurney Resort Hotel & Residences, responded to this reviewResponded August 25, 2013

Dear Valued Guest,
Thank you for your recent stay with us. We agreed some of our room condition is short of expectation and for your information we had completed refurbished rooms on several floors. We are also upgraded new linen, LCD TV, curtain and etc...in batches. Please bear with us and we looking forward to welcome you on your future stay with us.

The Management Team.

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Reviewed July 31, 2013

The family planned for a three-day stay in June 2013. Large lobby with a few seating area to put the older folks there to wait while we checked in at the reception. The person in charge of the cars outside were nice, helped to take the wheelchair out of the minibus we were in for my mother-in-law. We had a large two bedroom suite enough for three kids, parents and grandparents in another room. One room is ensuite, the other isn't, but only two steps out of the room to the second bathroom. The ensuite has a bathtub with jacuzzi features but that didn't work. The standing shower cubicle had nice water pressure but the bar holding the shower came off the wall, so... Two sinks and a cupboard with a safe also located within the bathroom. Bathroom and bedrooms overlook the sea so it was nice view.
Overall the room is oldish with brown carpet but relatively clean. Sheets are clean, good hot water, toilet flushes well. A little pantry room is provided with a mini fridge and a kettle and sink. Sufficient enough if you want to cook cup noodles. There is no microwave to reheat food. There are two televisions in the room but not of the flat screen type. That did not bother us either. But tricky if your kids want to play their PSPs or Wii because only the TVs are provided. No DVD players too so bring your portable one. Aircon works fine if you aim the remote controls just at the right angles. Took us a while to suss out how to increase the temperature for our older folks in their room.
The pool is not crowded even on school holiday peak season. Clean and nice with a very nice thought-out wading pool area for younger tots, sand and all. The gym is located on the same floor but do not expect the modern gym in an airconditioned environment. Work it out au naturel honey, in the open, next to the kids' pool. Only very basic equipment. You have been warned.
Breakfast on the second floor is quite a relatively good selection to meet western tastebuds and asian including four to five Japanese dishes. They have catered for a large seating area but better to go down early so you do not have to wait too long for your table. The wait staff were working hard and trying their best to clear the tables quickly for the next batch of hungry patrons.
Overall I had a good experience with the staff including the concierge who was nice to point out where are the nice places to eat, brought our bags up, turned on the aircons for us,etc. This hotel is also wheelchair friendly as there is a ramp from drop-off point to the lobby. If you are not fussy on details, this hotel makes a good place for families. It is conveniently located on the more peaceful side of the sea. If you are looking for a row of hangout bars just below the hotel with some colourful nightlife, this location is not the one to go to. Look up Shangri-la and its neighbouring hotels, their location will be the one you might want to try.

Room Tip: Bring your favourite shampoo and bath gel.
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  • Stayed: June 2013, traveled with family
    • Value
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Thank Tangerine W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GurneyHotel, General Manager at The Gurney Resort Hotel & Residences, responded to this reviewResponded August 25, 2013

Dear Valued Guest,
Thank you for your recent stay with us. We appreciated your comments and noted on the short- coming issue. We are looking forward to welcome you for your future stay with us.

The Management Team.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Gurney Resort Hotel & Residences

Address: The Gurney Resort Hotel & Residences 18 Persiaran Gurney, George Town, Penang Island 10250, Malaysia
Location: Malaysia > Penang > Penang Island > George Town
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#8 Spa Hotel in George Town
Price Range: $47 - $111 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — The Gurney Resort Hotel & Residences 3.5*
Number of rooms: 252
Official Description (provided by the hotel):
Brimming with matchless elegance, top-notch provisions, and cordial, genuine service, The Gurney Resort Hotel & Residences in George Town, Penang, Malaysia truly stands out among the multitude of hotels in the locale. We invite you to bask in well-appointed suites replete with essential amenities, such as free Wi-Fi Internet access, cable TV, and a private bath with Jacuzzi. Business travelers can use spacious and well-lit conference halls, while holidaymakers can have a relaxing time in our restaurant, pool and spa. Sitting along the tourist belt of Gurney Drive, adjacent to the Central Business District, our 4-star resort is a few kilometers from the airport and ferry terminal. It also enjoys an address with easy access to shopping centers, like the Gurney Plaza, Gurney Paragon, and Batu Ferringhi night market. Moreover, it is just a short drive away from several tourist attractions, such as the Kek Lok Si Temple, Penang Bird Park, and Snake Temple. With these wonderful features, The Gurney Resort Hotel & Residences in Penang truly is the preferred luxurious accommodation for any occasion at anytime. ... more   less 
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Also Known As:
Gurney Resort Hotel And Residences
Gurney Hotel Penang
Gurney Hotel Malaysia
The Gurney Resort Hotel & Residences Penang/George Town

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