CitiVilla Hotel Penang

Le petit déjeuner mériterait d'être un peu plus varié et que les plats soient plus chauds mais il reste très convenable

Dear Management,


I am writing to formally express my deep dissatisfaction with my recent stay at your hotel. Unfortunately, my experience was extremely disappointing, and I feel compelled to bring this matter to your attention as it significantly affected my overall trip.


The most serious issue was the hot water system. While showering, the hot water stopped in less than two minutes and I was forced to wait before it functioned again. This happened repeatedly. A proper hot shower is a basic necessity in any hotel, not an added luxury. This issue alone caused considerable frustration and discomfort, and it genuinely disrupted my travel experience. I had already reported this problem during my stay, yet no effective solution was provided. This reflects very poorly on your maintenance standards and guest care.


In addition, the breakfast provided was extremely limited in both selection and quality. The variety was minimal and did not meet even basic expectations for a hotel stay. It felt neglected and poorly prepared, which further added to the overall disappointment.


Frankly, for the price paid, the value received was far from acceptable. The experience did not match what any reasonable guest would expect, and it certainly did not reflect the standards your establishment should uphold.


I hope the management will take this complaint seriously, investigate these issues, and provide a proper explanation. More importantly, I strongly urge you to improve your facilities and service quality so future guests will not have to endure the same experience I did.


I look forward to your prompt and professional response.


Sincerely,

[Kelly Cheaw]

Room number :307

Bathroom tap should have the normal twist to turn on n not the press method! Very inconvenient n shower doesn't hv curtains n water fr shower was all over the bathroom n makes floor slippery.
Light switches are all linked to one another, makes turning on n off very challenging especially at night. Location of couch n coffee table is too close to one another, makes walkin in the room not too elderly friendly.

The breakfast area had flies and the nasi or noddles was cold.

It’s small but good value for money

Städningen kunde man önska lite mer av och säkerhetsskåpen fungerade inte och var dessutom inte fastmonterade så det var inte mycket till säkerhet.

Basin tap need keep pressing when using water, next door close door sound very noisy and loud.

枕头套没有换，还有很多短头发。

I understand that administrative errors may occasionally occur when making online reservations. However, what I find unacceptable is the hotel’s passive attitude when we, as guests, were facing difficulties. There was no intention at all to reassure or assist us. On the contrary, the remarks made by the hotel staff continuously provoked and irritated us.

This is the part I truly cannot understand. Such an attitude completely ruined the mood of our entire trip and has caused me to lose confidence in Booking.com’s services.

the floor are sticky, not well clean, but just 1 night, i just ignore it, the aircond so so so noisy...

Aircond is malfunction, not COOL enough.

I was extremely disappointed with the breakfast. The selection was very poor, with only nasi lemak and bread available. It was not worth the money. Furthermore, the nasi lemak did not appeal to me or my children. I strongly suggest they improve by offering a greater variety of dishes. Charging RM18.00 for this is far too expensive and unjustified

床品几乎是很脏的，上面布满了各种颜色的污渍，我怀疑他们这两天是旺季，和雨天，清洗的床品可能没有晾干，所以上一个客人退房后并没有给我们更换新的床品。网络是几乎不工作的，不论是一楼还是客房。热水是没有的，它几乎不热。它的价格并不便宜，以为你花这个钱能住一个舒适的酒店，但非常悲哀的是，它没有服务就算了，基本的卫生都不能满足你。真的是有诈骗的意味，太恶心了，严重避雷这个肮脏的酒店，真是太糟糕了