Shama Suasana Johor Bahru (Formerly known as Suasana All Suites Hotels Johor Bahru)

all good

The apartment was really great. Very clean and big. Also service was very good

Booking no. *********** I am writing this message with great disappointment to express my dissatisfaction with my recent stay at your hotel. The experience left me extremely frustrated and angry. As shown in the attached email, at 10 PM during my stay in a two-bedroom suite, the bathroom in the master bedroom started leaking extensively. I made three phone calls to your front desk, and each time I was told that someone would be sent up immediately to address the issue. However, I waited for 25 minutes with no response. It was only after I personally went down to the front desk to inquire that someone began contacting the maintenance manager using a mobile phone. Approximately 15 minutes later, someone finally arrived to fix the bathroom ceiling. I was staying with my 70-year-old parents and my 9-year-old child, and after nearly 40 minutes of waiting in the middle of the night, I repeatedly requested a room change for us to rest, given the late hour. After another 15 minutes, we were finally assigned a similar room type. When we moved from room 3302 to 2902, we were informed that the keys to the other bedroom and bathroom could not be found. After more than an hour of waiting and waiting, it was not until 1 AM that my family could finally rest. This was an extremely terrible experience.The next morning at checkout, I discussed this issue with the on-duty manager and requested a resolution and compensation plan. The on-duty manager promised to get back to me as soon as possible. It has now been five days, and I am still waiting for your response.I urge you to address this matter urgently and provide a satisfactory resolution.