We stayed in this hotel for one night before we headed over to Marriott Perhentian. Chose this hotel as the jetty to the island is located here. We drove from KL to Kuala Besut and reached the hotel around 11pm. After such a long tiring drive, we were told upon check in that the water heater is faulty and that there will be no hot water for shower. Imagine my disappointment and sadness when I found out about this after such a long tiring drive. I really did not appreciate the fact that no one in the hotel bothered to email or message us on the app in advance regarding this situation. Rather, they just dropped the bomb upon check in leaving us with no alternatives. I would have appreciated if the team could have given us a heads up about this. Just when I thought things couldn’t get any worst, the aircond in our room was not working. The room was stuffy and hot. When we informed the front desk, they were giving all kinds of excuses and gaslight us into thinking that some windows were open somewhere hence the aircond is not cold. Despite us reassuring them that all windows and doors are shut, they still insisted that nothing is wrong with the aircond. After about an hour or so, finally the maintenance guy is there which he then concluded that the aircond is not working. We then had to wait to change room past midnight after such a long day! I really hope the team can look into how to improve their quality as this is not the standard for any Marriott Hotels be it a Fairfield branch. At a rate of RM300++/night in the middle of no where, with no hot water or working aircond, I feel like I deserved a refund. Could have gotten a better stay by staying in the cheaper hotels nearby. Anyway, what a disappointing stay.
Excellent
36 Reviews