“Please don’t sell your old hotel room!”

We were initially given room 531 and it was in a very very poor condition. Everything in that room was old and smelly - pillows, mattress and the worst was the carpet (very filthy). After an hour checked -in and rested we had to change the pillows because it was too smelly. The next day we got ano… more

We were initially given room 531 and it was in a very very poor condition. Everything in that room was old and smelly - pillows, mattress and the worst was the carpet (very filthy). After an hour checked -in and rested we had to change the pillows because it was too smelly. The next day we got another room (1021) and to our pleasant surprise the room was much newer and acceptable. The question is, why sell the old non-renovated, filthy and smelly room to your guest when the condition was very poor and didn't even match your hotel stars? Room 531 to me was a 1-star rating. Your staff though were very helpful and responsive to change the pillows and room. Could this similar experience also happened to other guests before us that had room 531? My next trip to KB would be to a much cleaner hotel room in another hotel. Thanks but no thanks GRV for the bad experience! Luckily we both have no sinus or asthma.

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“Very dated & poor maintenance ”

Booked this hotel bcos of the view, and the property exterior & rooms looked fine in photos. Upon checking in, lobby looks glorious with all SOPs in place. We were assigned to a spoilt room (Housekeeping & Res team - how did this happen!?) It was creepy & eerie in the corridor and that spoilt room… more

Booked this hotel bcos of the view, and the property exterior & rooms looked fine in photos. Upon checking in, lobby looks glorious with all SOPs in place. We were assigned to a spoilt room (Housekeeping & Res team - how did this happen!?) It was creepy & eerie in the corridor and that spoilt room had a doorbell ringing on its own, non-stop! Electricity didn’t work either when we slot the card in. After calling & waiting for 15 mins, FO team came and brought us to another room. I had asked for an upgrade for the trouble and seeing as the occupancy was low, but she didn’t accommodate. Unfortunately when we got to the room, it was extremely old and poorly maintained - yellow stains in the bathtub & black stains inside the toilet bowl. Kettle didn’t seem clean inside. Two plug points were not working. Strangely, no toothbrush & toothpaste (the most important!) were not provided, BUT other amenities like shower gel, shampoo & lotion were. Did they miss it out? Good points were: Riverview from the room was glorious, F&B were decently good, staff were pleasant & hospitable.

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