from Canberra, Australia
Submitted on 01-17-2017
We booked Copthorne Orchid (CO) after we booked Copthorne Kings in Singapore thinking that known chain hotels should have a good reputation. We're not after sophistication when staying in a hotel, but a clean, comfortable, and presentable facilities and rooms are our main focus. We're prepared to pay for a hotel with the expectation that the hotel will have the same standards (in cleanliness, comfort and presentation), or beyond, as our own home. We're fairly happy with Copthorne Kings (CK) Sing...
We booked Copthorne Orchid (CO) after we booked Copthorne Kings in Singapore thinking that known chain hotels should have a good reputation. We're not after sophistication when staying in a hotel, but a clean, comfortable, and presentable facilities and rooms are our main focus. We're prepared to pay for a hotel with the expectation that the hotel will have the same standards (in cleanliness, comfort and presentation), or beyond, as our own home. We're fairly happy with Copthorne Kings (CK) Singapore, it's an old establishment, but it's clean and maintained. So after staying in CK for 4 nights, and heading to Penang, we had the same expectation on CO.
O boy, we were so wrong.
Here are the details:
1. When we arrived, there's no door staff at the foyer to help us with our luggages (4 of them). The entrance is an ascending ramp and quite a long one. We unloaded from the taxi and dragged our luggages ourselves into the lobby.
2. Coming into the lobby, my heart dropped, because after dragging our luggages, instead of being comforted with a nice atmosphere and a welcome from a staff maybe, we came into an empty, old and outdated lobby.
3. The reception staff was a lady and when we complained that no one helped us in the foyer, she simply said, 'the staff is on the floor'. For her that was the answer. It seems that the guests should accept it that no one will help them if the staff is on the floor. Here is a thought: hire more staff so you can always monitor the arrival of hotel guests !!! She processed our check in and gave us room #1606, a staff took our luggages to our room.
4. Coming out of the lift in floor #16, OH MY GOD.. the musty stench, the stench of the old carpet was enough to give me an asthma attack. And we had to keep walking through the hallway to find our room. The carpet in the hallway is really really old with blobs of stains everywhere. Gosh, I convinced that I chose the wrong place to stay. We covered our nose while walking throughout the hallway.
5. Entering into the room, another strong musty stench insulted our nose. There were moulds on the ceilings, on the walls, specs of dust on the bedside lamps, torn mattrass base, and no cover on the base. My place is way way better and cleaner than this hell hole, and I had to pay to stay here??? I took photos of everything.
6. We decided to come down to the reception to make a complain. A different lady was behind the counter. I expressed my dissatisfaction to her about the conditions of the room and showed her the photos I took. She apologised and she asked whether we're going out (it was about 17.30) because she will show us another room when we come back. I insisted I want to see the other room now before we go out. She said she's alone behind the counter at that time, so she asked a staff (door man /bell boy) to show us the room.
7. The room presented was #1402. There's minimal moulds, carpet is different, but the musty stench lingers. Except for the carpet, the room looks so extremely tired. Nevertheless, instead of sleeping in a mushroom cultivation chamber #1606, I'd rather sleep here. So I accepted the offer. We packed and moved from #1606 into #1402.
8. In the next morning, I was dreaded on the breakfast experience. Maybe the food was a week old?? But we've paid for all these and felt that we should check it out. The buffet was basic. Several elderly tourists (I should've asked them of their opinion of this hotel). I had some fruit, a piece of croissant. It was just ok. We ate outside, in another sad, old, outdated setting. There are no table clothes, just old bare tables. Very old upholstery of the chairs. Some crows were flying around and kept perching on some of the chairs. The staff didn't care about that. The ceiling, the railing, every single thing is old, rusty, cracked or torn. It was not a 4 star establishment definitely.
9. After breakfast, we came to check the view from the supposed to be the pool bar. The view is so beautiful. The backdrop the beach and the Melaka straits, amazing - it's the only comfort to my eyes of this hotel.
10. The bar tables, chairs and other facilities however are rusty, peeled paints, torn upholstery of the bar stools, etc. I honestly couldn't comprehend why this hotel is still open for business??
10. After breakfast, we came back to our room, feeling so miserable that we have another 2 nights in this hell hole. To be honest, we're not being ungrateful, we're being so realistic. So at 11ish - we decided to bail - get out from this nightmare.
11. We packed and went down to the reception. The same lady when we checked in was behind the counter. I told them we're checking out, although we've paid for 3 nights stay. Of course, her concern was 'Oh but it's not refundable'. No customer service skills whatsoever!!!! She didn't even tried to understand let alone resolve the issues, nor to give us any consolation. At that time I was so disgusted with the place that I don't care about the money I've spent on this booking anymore.
When I booked this hotel, it said it's non refundable, fine. But anything that a customer pays, it should come with a guarantee of customer satisfaction, right?? This hotel claims to be a 4 star after all (A 4 rotten apple would be more appropriate). When we buy a tv with a non-refundable conditions, and the tv turns out to be not working properly, we would ask for a refund, a swap, or a store credit anyway right?? That'll be fair trading.
I've made a written complain to the hotel, and am awaiting a response.
MY RECOMMENDATION: Shut down the damn hotel and renovate it before letting guests stay in there.