Do not stay here!
I arrived with three friends on the the 29th of June for 4 nights. I had seen the hotel on booking.com and we all agreed that it looked nice and had good reviews. We had been travelling all day to get there as had travelled from Penang and the ferry was rather eventful due to bad weather conditions. We eventually arrived at the hotel at 5:45 we just wanted to get showered, eat and relax. On arrival reception checked us into room 201. The room was unclean, dated and very unlike the photos online. Also the air con was useless and the fan did not work. We asked if another was room was available and the man who appeared to be porter said he would check and told us to wait in the room. After a significant amount of time we went down stairs and asked if there was an alternative as nobody came back. The same man then showed us to room 304, again the room was unclean and half the size of the previous room (the air con did work in this room however there was no fan) we asked if there were anymore alternatives if not we would just want it to be cleaned again as there was human hair all over the room (he told us to wait for his return). Again, after more time waiting we went back down stairs and asked what was happening, we were then informed by somebody else that it was that room or nothing and that nobody was coming back up to see us. At this point we asked to speak to a supervisor/manager and was refused. We were then told to go back to room 304 and wait for housekeeping. After more time waiting and no housekeeping I phoned them on the in room phone. House keeping said they were busy and would be there soon (this again did not happen). At 9pm I phoned housekeeping again as I was extremely disgusted by how long I had been waiting, this time 2 minutes later a night housekeeper 'Zeule'(not sure how to spell) came to our room.We had explained everything which had happened and he couldn't have been more apologetic. He spoke to us for 10 minutes saying he would sort everything out, he got maintenance to come and show us how to use the safe, got our room cleaned and tried to sort us out another key to our room as 1 key to four people was ridiculous (he pointed this out) however from what I gather reception refused. He got us more towels and cups (there was only 2 of each!) We eventually sat down for dinner at 9:45pm - 4 hours after check in. We all agreed if it wasn't for Zeule's customer service we would of checked out as we were all extremely disgusted. (Zeule continued this high standard of service as he phoned our room every night at the start of his shift to check that our room was adequate).
We ate dinner in the outside seating area at the hotel as it was so late and we were drained from the day. We were extremely happy with the food. I had Fish Curry with rice for 12 Ringgit and it was extremely tasty and a generous sized portion (I had this twice during my stay), the pizza, pasta & steak were also pleasant. The waiters were also very friendly and professional (only warning for anyone who likes to have an alcoholic beverage with your meal you can not here).
The following morning we went down stairs for breakfast as we had paid to have the breakfast for the four mornings. We were told it was a set menu during the week and buffet during weekends (this was untrue it was buffet everyday). The food was cold and bland. It was extremely limited for choice especially for a vegetarian. The only thing I would recommend would be the omelette (as its cooked in front of you) and toast (as you make it your self) however even the omelette had shell in it.
One of the main reason we chose this hotel was due to the pool facilities, however this was a mistake. We went to the pool on the first day and it was unclean (this seemed like a common occurrence with this hotel). We hoped that maybe the following day this would be rectified however the pool got increasingly more dirty over the time we were there. There were no signs of it ever being cleaned during our stay. There was also only 2 sun beds that were positioned next to a questionable smell, and 6 chairs (for a hotel with over 50 rooms was ridiculous).
On our second night when we arrived back to the hotel after having dinner out we were greeted by a guest in reception telling us not to stay in the hotel as he had cockroaches in his room and reception were not doing anything about it. After this we went to our room and went to sleep. We were awoken by somebody attempting to enter our room from a door connecting us to room 306 of whom we did not know. As a female I felt very unnerved and unsafe. We ended up putting a table In front of the door. In the morning we voiced our concerns at reception and again they seemed to not care.
On our third day 2 of us considered extending our stay till the 4th, so asked reception for quotes. She stared at us with a blank expression. We stood there for 3 minutes then eventually she spoke and told us prices to which all were more expensive than what we had currently paid. We then asked for prices excluding breakfast as we were currently paying £2 per person per morning. She then told us that breakfast was free for every customer staying at the De Baron, we explained that we had paid for it and again she just stared at us with a blank expression.
Reception made us feel uncomfortable whenever we were walking though the lobby area as all would stare and appear to be talking about us (due to our complaints all of which we did not make lightly and none of which was apologised for).
On the morning of the 3rd July we checked out and again asked to speak to a supervisor. This time she appeared from the room behind reception. After voicing our disappoint and disgust with our experience she just have us a comment form, no apology, no concern, just a form. This was the last straw. We filled out the form and took photographic evidence of it, as a formal complaint will be made to the hotel chain after the service we received from the De Baron reception staff. We all gave reception many chances to rectify all of the problems which we had encountered during our stay however nothing was done. I am not a person to normally complain or write a bad review, however for what we paid and the poor level of service we received I felt as if I had to write this review.
I would not recommend this hotel to anybody, there are plenty of other places to stay in the area and I imagine have a higher lever of customer service, cleanliness and your experience will be much better.
Friends getaway - Jul 7, 2017