We are currently staying at the Pullman for the long weekend. A couple of small annoyances quickly accumulated into bigger issues, all within the first 24 hours.
Upon arrival, we noticed hair on bathroom floor. Our non-smoking room had smoke smell in the air and bed. The front desk staff sent us to the second floor when the requested spa is actually down the street.
The first major issue was when inquiring about the Kuching Wetlands National Park (which we had read about in a recently published guidebook), the front desk staff had never heard of it and looked at us like we were crazy and making it up. We asked for concierge -- which isn't clearly designated -- and, after looking at our guidebook, he knew what we were talking about; but all he asked the staff to do was call the tour company listed in the guidebook. We got no added value or other recommendation. We could have called that number ourselves without any help.
At this point, we were only 12 hours into our stay, and we were quite frustrated with the disappointing service. We asked to speak to the general manager, and were told he was en route to Singapore. We were directed to the duty manager, instead. He listened to our comments and explained it was because the front desk staff we spoke to were new. That's no excuse -- it's OK if a new staff doesn't know the answer; there are professional ways to respond and refer to someone who does know. The duty manager said he would try to reach the GM to call us, but we haven't heard anything yet. While out in town for dinner, we stopped by a hostel and received much better service and information regarding the tour we were looking for.
Upon returning to the hotel after a massage, all we wanted to do was open our bottle of duty-free wine and relax. We requested a corkscrew from in-room dining (who we later found out was actually the operator). It took 2 additional calls and 45 minutes for us to get what was a broken corkscrew. We called back to request another one. In the time it took to get the new corkscrew, I had gone down to the lobby bar myself to have the wine opened, talked to the duty manager in the absence of a GM, and returned to the room.
Having worked in the hotel industry and knowing Pullman is supposedly a 5-star, upscale brand, we had high expectations of the room and service, which have not been met time and time again. The first 24 hours of our long weekend stay has largely been frustrating, disappointing, and infuriating due to the poorly trained, incompetent staff and their lack of response. For a hotel of this positioning, we would have expected the hotel to have flagged our room number after our first feedback so that the staff would know to ensure strong execution on future requests. Instead, it has been one mistake after another. We would have moved accommodations, but we already pre-paid for an Internet rate. We sincerely hope our feedback is considered so others do not have to face this kind of (lacking) service.
- Official Description (provided by the hotel):
- Standing tall in the heart of Kuching City on top of Mathies Hill, Pullman Kuching offers luxury 5-star comfort with contemporary features and a stunning panoramic view of the Sarawak River. An essential address for get-togethers with outstanding facilities right in the city's golden triangle, the cosmopolitan and stylish Pullman Kuching has been welcoming international guests with its astounding hospitality since its inception in 2010. The hotel is adjacent to a two storey city life-style shopping centre "Hills Shopping Mall" and within walking distance to commercial centre and city attractions. ... more less
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- Also Known As:
- Pullman Kuching Hotel Kuching
- Pullman Kuching Sarawak