Hotels near broken bridge

I made a reservation and paid for a 2 nights’ stay for my parents a few weeks before the stay. Paid for a room with either twin beds or a queen bed. But when I got there, the receptionist told us that we haven’t made a reservation yet. She was really sure of if, until she actually checked and saw that we’ve made our reservation. Then they gave us a room, and made my parents walk up 4 flights of stairs. They gave an extra mattress, but it didn’t come with covers and blankets. Also, the air conditioner was barely working. My parents only stayed for one night because they couldn’t stand the environment there. They even rent out a room with the paint still wet! Worst experience ever!

Great atmosphere. Free from city center. 1 hour from Kl. Room is clean. Canteen provided toast, milo, tea and coffee all day long. Pool open 24 hours. Pool is clean too. I love this place. Will stay again