My family and I chose this hotel cos of its strategic location and knowing that it has been recently renovated, we assumed it would be a good choice for holiday. We must agree that the room is really nice and comfortable to stay in. However, the check-in and check out process were VERY slow and service was VERY poor! When i arrived to the reception to check in, i was attended by a receptionist named Sarah. She was sooo slow and it seems like she wasn't very well trained in explaining how room charges & deposit are charged. When i asked her is room charges payable during check out, she answered yes but she collected a total of room charges&one night deposit from me. When i reconfirmed with her again, then she said yes, it is their standard procedure to collect room charge and deposit together during check in. I was clearly confused. This showed how terrible she is in explaining things to guest. When i was at the front desk, there was also another receptionist named Devy who was attending to several China guests. Clearly the guests did not understand English very well and i heard a bell boy came over and spoke to her, indicating that they are from China and Devy should speak to them in Chinese. It was pretty clear that this receptionist can speak Chinese. But instead of speaking and helping guest to understand better, she refused to speak a word of Chinese yet raised her voice towards these guests in a very unfriendly tone. I even heard one of the guest scolded back, "ben dan" which means stupid. What a shame!
Same thing happened when i checked out, i was queueing up at the front desk and the guests ahead of me were attended by Sarah. There were only two receptionist at that time. I noticed the other queue had the same number of queue as the one i was in. There were three people before me. So i purposely timed how long this Sarah will take til it gets to me. True enough my queue remains that long while the other queue was already shortened. Then i hopped to the other queue as it was taking too much time. After that, a guy who looks like their front office manager, his name is Sivali, came out to help. The guy who was standing in front of me in my initial queue went to Sivali's queue and complained about Sarah. I saw Sarah showing a sour face to this guest, and the guest said "what kind of service is this? So slow, so poor!" After this guy is done checking out, i hopped to Sivali's (u can totally imagine how long i have waited!!)
I must say how disappointed i was speaking from a former hotelier point-of-view. With such renowned hotel, there should be proper procedure of attending to guest and charges for deposit. Though the room and housekeeping service was very good, the front office service clearly need an upgrade of standard. Hope the management will truly look into this as it is quite intolerable.
- Official Description (provided by the hotel):
- Nestled amidst the vibrant city life and heritage charms of GeorgeTown, Penang, Sunway Hotel Georgetown Is the preferred 4-star hotel for business and leisure travelers to the Pearl of the Orient. It is easily accessible to major commercial and business hubs as well as the numerous tourist attractions and farmed hawkers centres. The iconic Penang Bridge, Ferry Terminal and the Penang Internation Airport are just a short drive from the hotel. Sunway Hotel Georgetown has the honour of being location in a UNESCO World Heritage site as well as within walking distance from the renowned KOMTAR Building. ... more less
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- Also Known As:
- Sunway Hotel Georgetown Penang George Town