KL KINGSTON HOTEL 4 -Extremely…
KL KINGSTON HOTEL 4 -Extremely Disappointing Stay — Misleading Room Photos, Serious Safety and Privacy Concerns, and Terrible Customer Service! The photos displayed online were completely different from the actual room, which was extremely disappointing. What made us even more uncomfortable was that the room had an additional connecting door leading directly into another room. As two female guests staying together, we felt extremely unsafe, and this arrangement raised serious concerns about our privacy and personal security. When we discovered that the room did not match the photos shown online and requested a room change, the staff member repeatedly insisted that no other rooms were available. The hotel’s customer service was unacceptable, as he kept telling us that we could not change rooms because the hotel was fully booked. When we explained that we could not accept the room and requested to check out, he took us to see a room located in a very secluded corner, with a staircase on the left and a storeroom on the right. The room was extremely isolated and dark. We also felt uncomfortable with its location and atmosphere, as the room was tucked away in a corner. Furthermore, it had a queen-size bed instead of the twin beds we had originally booked. This room was completely unsuitable and did not meet our basic expectations for a normal accommodation. After we refused to accept that room, he took us to see another room on the second floor. However, that room also had only one queen-size bed. We had specifically booked a Twin Room with two single beds, not a room with one large bed. Despite this, he continued to insist that no twin rooms were available. However, when we checked online booking platforms such as Agoda and Trip.com ourselves, we could still see the hotel advertising Deluxe Twin Rooms. This was extremely confusing and made us seriously question the accuracy and reliability of the information provided by the hotel. When we requested a refund, the hotel staff refused and told us to contact Agoda because we had made our reservation through that platform. However, after contacting Agoda, we were informed that the hotel was unwilling to approve our refund. Overall, this was an absolutely terrible and unacceptable experience. From the significant discrepancy between the online photos and the actual room, to the serious privacy and safety concerns, the poor customer service, and the hotel’s refusal to resolve the refund issue appropriately, the entire experience left us feeling extremely disappointed and helpless. As paying guests, we believe we have the right to accommodation that matches the booking description and provides a basic level of safety, privacy, and comfort. Unfortunately, this experience made us feel that the hotel did not take our safety, privacy, or legitimate concerns seriously. I strongly advise other travellers, especially women travelling alone or in pairs, to think carefully before booking this hotel and to read actual guest reviews thoroughly before making a reservation. I sincerely hope the hotel management will investigate this incident and provide a reasonable explanation regarding the room arrangements, the staff’s attitude, and the handling of our refund request, rather than simply shifting responsibility to the booking platform. What made the situation even more unacceptable was that we had already spent an entire hour trying to resolve this issue. It was approaching midnight, yet the hotel had still not resolved the problem, and Agoda had not provided us with a clear answer either. Instead, we were asked to continue waiting for a response. As two female guests, we were already feeling anxious and unsafe because of the room’s privacy and security concerns. Having to wait late into the night without a proper resolution left us physically and emotionally exhausted. The hotel showed no sense of responsibility and made no genuine effort to consider the situation from the guests’ perspective. Agonda is now asking us to wait for another 30 minutes, which means we won’t be able to leave until after 1 PM.