There is a noticeable difference in how different guests are treated. I requested to have both rooms on the same floor, but was told the hotel was too full to accommodate this. As a result, I paid an additional fee to upgrade one room. Despite this, the guests in that room only vacated at 4:06 PM, and I didn't receive any call, even though we left our room around 6 PM. When I asked the Reception about this, they claimed they called our room, but no one answered. It's unrealistic to expect someone to stay in their room all day without stepping out, especially since I informed the Reception during check-in that I could be reached on my mobile.
It feels like because I didn't pay the full price and only topped up an additional fee, our room was only available when we returned to the hotel at around 10 PM, and no snacks were provided unlike in the fully paid room. I requested a late checkout for just one hour but was told only one room would be granted this privilege. Yet, other guests were allowed to check out as late as 4 PM. There is a clear and significant disparity in the treatment of different guests.
Snacks and amenities should be replenished daily, not just provided on the first day at check-in. However, this has not been consistent, as some rooms received these items while others did not.
- wenni
From check-in to check out... nothing short of perfection. This is truly Asian service... however, please do not take advantage of it and be respectful. I have witness an unfortunate incident where an old white British man speak to one of the staff in a condescending tone, he was loud and was talking down to the staff in the restaurant. It takes a special kind of people to work in customer service and Sunway Resort have them all. This resort is built with children in mind. Thank you!
- Datin SGC
