This is a nice property - it’s an older well located property which has been extensively renovated. However a couple of serious issues need to be addressed for others:

The good:

1. Nice pool area and gym. The executive club lounge is outstanding.

2. The rooms are modern and comfortable with quality toiletries.

3. Generously offered a 5pm checkout (instead of 4pm) as I had a marathon at 2am and needed to sleep after it. Very attentive and helpful lounge staff.

The areas for improvement:

1. Even though I had a “do not disturb” on my door a staff waited outside my room and then asked the front desk to call me - I was rudely called by reception on my phone at 830pm (I was trying to sleep ahead of waking up at 12am for the Borneo marathon) and then had a staff at the door with my welcome gift of 3 cupcakes the same staff who asked the front desk to call me. I told him my concern and he would relay it - heard nothing back not even an apology. I appreciate the gesture (and I told him that) but to have someone wait outside when I had a do not disturb on my door and then proceed to have the front desk call and wake me up was frankly unacceptable. What’s more it meant I couldn’t go back to sleep and it ruined the whole purpose I came to Borneo - to do the marathon and achieve a Boston Qualifier.

2. As a titanium I saw there were suites available online and I recognize availability is limited but was initially just given the room I had booked but then “graciously” offered a room with a partial view. So don’t expect much by way of treatment of Titanium or Platinum status except in so far as the bare minimum requirements - lounge access and breakfast and a late checkout. And maybe and only maybe a slight upgrade. I wouldn’t put much trust in the reviews from earlier times where people were offered “duplex suites” etc.

The hotel prepared a nice birthday decoration for my father (which he was so touched and could not stopped talking about it). Tq so much Elvina and the Team for their kind hospitality. Shout out to the maintenance team for quickly responding and rectifying the issue of our toilet when we raise it. And the location is so strategic. Hopefully I could come back soon whenever I come to KK.

The outlook and facade requires a little uplift as it’s quite tired looking, with a couple of shops in the front that has been abandoned and a back exit that’s sort of unused.

But the inside interior is still relatively well maintained with an abundance of air-conditioning which is greatly appreciated after an entire day out!

The property does have a few gems - Malcolm from front office and his enthusiasm, 4 nights in the hotel and he was the only “duty manager” that appeared during happy hour to assist the lounge staff.

Fredlee from the lounge for his warm hospitality and prompt service!

Although a few minor hiccups here and there but the team was able to take ownership and assisted in every way possible.

Management needs to take corrective action for those few particular individuals who obviously have zero service inclination and borderlining on rudeness.