Disappointed
This was my 4th time staying at the Royale Bintang KL. I must say that the quality of service in general has been going down hill. I brought a friend with me during this stay and I must say that I was greatly disappointed by the hotel service this time. The receptionists were not friendly nor helpful. On top of that, I sensed one particular receptionist was even trying to lie to us about the reserved rates and about our room not being ready. We requested the room at 2pm and arrived at abt 3pm but were told to come back an hour later as our room was not ready. Fine with us, but when we returned more than an hour later, we were told our room was still not ready. She then decided to change our room and gave us one on the lower floor, although we have requested for a higher floor room initially. We accepted it as we didn't want to stir up any commotion. To our shock, when we enter the room, someone else's stuff was still in there - the room guest had not checked out (and she actually gave us the key to enter that room! What sort of security is that?) Finally when we went down again (with our luggages) to the receptionist, she changed room for us again, and in an unapologetic manner. I'm not sure if we did something wrong, or she was just simply rude to us. Also sometime later when we call the front desk from our room, nobody picked up the call, even after I tried calling 3 times. I am pretty sure I will not be recommending to any of my friends to stay here while in KL. The rates are not cheap either, and the service quality needs a lot of improvement. I suggest the management look into this seriously.
