Citadines Connect Georgetown Penang

Excellent staff. Well-trained reception staff, kind, caring and helpful. Restaurant staff at breakfast were also attentive. Location is great and the building itself preserves the old shop house facades. Facilities are new.

La gentilezza del personale e la pulizia

早餐很多，地理位置好，24hr coffee，租借腳踏車，

De kamer was prima, zwembad ook ontbijt uitstekend

- The lobby is very pleasant and well decorated
- The bed is confortable
- The beakfast is nice and the area is confortable

The hotel is charming, hidden in a courtyard that was completely renewed to accomodate this boutique hotel. Everything looked brand new and clean, there is parking available for guests behind the hotel too. There is free water, coffee and tea in the lobby all day. Rooms are small but equipped with everything you need. Super comfy bed and nice shower. Rooftop pool and gym are beatiful and well mainteined.

地點非常好，房間乾淨舒適，員工親切

As a retuning Ascott customer, I booked via Agoda with a non-refundable policy. In the morning of my arrival, I called the hotel to inquire about an upgrade. The reservation staff informed me it would be roughly RM 500 for the 3-night stay, with the exact amount to be finalized upon check-in.

​We rented a car for our trip to Penang and navigated to the hotel via Waze. The first major issue arose upon arrival: there is absolutely no designated area or layby for cars to stop and unload luggage. I tried calling the hotel's phone line repeatedly to ask for assistance, but unfortunately, no one answered. I had to drop my family off a distance away, forcing them to drag several pieces of luggage along the road to reach the entrance. I eventually parked at their designated open-air car park just behind the hotel—meaning if it rains, you are entirely exposed.

​When I checked in and asked about the upgrade, the front desk quoted me an astonishing RM 2,800++. When I questioned why an upgrade cost as much as booking an entirely new room, the front desk agent simply stated it was "hotel policy." Because my Agoda booking was non-cancelable, the upgrade was out of the question. It makes little sense to term it an upgrade when it operates like a completely new booking. I was highly dissatisfied since this completely contradicted what the reservation department had told me over the phone. To add to the frustrating check-in process, I was forced to manually key in all my own details on a provided iPad just to comply with their system. The manager in charge at the time was gracious enough to offer free breakfast to make up for the confusion, which I appreciated.

​The rest of the stay was average. The towels looked a bit old though clean enough, and the room was unremarkable but functional.

​The real breakdown in service occurred on Day 4 during checkout. The front desk asked me to wait 10 minutes for a room inspection. They returned claiming there were blood stains on my son's pillowcase and insisted on charging an extra cleaning fee. I asked for proof, and they showed me a couple of tiny, minor blood dots. I pointed out that a washable stain on a pillowcase constitutes standard laundry maintenance, not structural damage to hotel property.

​In any case, I told them I would gladly pay if they could show me this rule in their written policy. The agent then called out a middle-aged female manager. Instead of a policy, she showed me a laundry price list stating a pillowcase wash is RM 40, but offered to "gladly" charge me RM 20 instead. When I maintained my request to see the actual hotel policy regarding stain penalties, her immediate response was to threaten to call the police.

​I told her to go ahead and call them, and that I would gladly wait. I text-consulted my personal lawyer on the spot, who advised me to stand firm. I even offered to call the police myself on her behalf since she had raised it, but she backtracked and said she would call her HQ for guidance instead. After another 10 minutes of waiting, they still could not produce any policy document other than a generic text regarding penalties for "damage to hotel fittings," which they insisted applied to linens.

​It was incredibly difficult to resolve the issue due to a breakdown in communication and a clear misunderstanding of standard hospitality terms. Ultimately, my son urged me to just pay the RM 20 because we were running late for our flight. I paid under protest, insisted on an official receipt, and took a photo of the pillowcase for my records.

​Safe to say, I will never return to a hotel that completely lacks basic customer service, courtesy, and professional dispute resolution. Certainly after this experience, I’m staying clear of Ascott.

Hôtel classe et surtout au calme ce qui est appréciable à Georgetown !
Le personnel est très prévenant, la chambre était spacieuse, elle donnait sur la cour intérieure.
Les lits étaient très confortables et tout était propre.
Après une longue journée de visite, la piscine est la bienvenue, elle est très sympa, très longue pour effectuer des longueurs. De plus elle est ouverte jusqu'à 22h.
Les 2 fois où nous y sommes allés, nous étions seuls!
La salle de sport est ouverte 24/24 et il n'y a pas foule non plus
Le buffet du petit déj est plus impressionnant!
Il est incroyable et c'est difficile de se restreindre... Donc on faisait l'impasse du déjeuner le midi!
Nous n'avons pas regretté notre choix d'hôtel pour cette étape de 3 jours à Penang

Hotel je rozdělen do dvou bloků, které jsou vedle sebe na ulici, náš pokoj byl v bloku B. Ten měl na střeše bazén, což bylo velmi příjemné osvěžení, rozhodně doporučuji jej navštívit. Snídaně se podávaly v atriu bloku A a byly výborné, dokonce i toastový chleba a jogurty, ne jenom asijská snídaně. Pokoj neměl výhled, ale vůbec to nevadilo, celý den jsme byly pryč. Postele byly velmi pohodlné a široké, všude čisto. Děkujeme personálu za pomoc s vyřešením situace, kdy si kamarádka nechala v taxi mobilní telefon. Ocenili jsme vstřícnost.