We stayed here on 4 Jan (room) and 10 Jan (suite), with different experiences. On 4 Jan, we were welcomed with a smile and received a welcome drink (coffee voucher) each. The staff performed the usual steps - explained about the breakfast venue and timing, checkout timings and smiled as she wished us a pleasant stay. She was also patient when I asked her to check and confirm the details of our reservation for 2 pax on 10 Jan. However, there were guests lying full flat on the sofas in the common area.
Unfortunately, Sarah, the front desk staff on duty on 10 Jan, was cold and showed absolutely zero interest to make us feel welcome. Sarah was all smiles as she serviced the previous Malay family and her smile turned into a frown when it was our turn next. She kept hurrying me to sign the registration form while I was checking the details and I’m glad I did because I noticed there were errors! Despite informing Sarah that her colleague had checked and confirmed our reservation was for two pax including breakfast, she insisted it was for one though two of us stood in front of her. Rather astonishingly, she then nonchalantly said, “You want you need to pay 28 ringgit.”
Sarah continued to surprise us with her unprofessionalism - she did not give us the welcome drink vouchers and did not bother to inform us of the breakfast venue and timing.
I cannot help but feel I had just experienced racism at a KLIA hotel, of all places.
Travelers will be better off staying elsewhere.