Good location with untrained staff for check in Posted 16-Dec-2014
It was prepaid in full by month ago to reserve the rooms. The reservation clearly stated check-in time is 2pm, however when we arrived by 2:30pm to the hotel, we was told rooms not ready but can sit & wait with "welcome drink". While seniors, kids sitting & waiting, served with horrible "welcome drink" in lobby waiting for rooms availability (which I am not sure why I paid in full in advance for a rest, and end up restless for such horrible drink), we decided to leave our luggage for the hotel to keep and walk out for lunch. By 3:30pm after lunch and checked with hotel reception, we was told only one room available, we was asked whether we do mind ? In the reservation it stated a room is for 2 persons, and we have senior, kids, total 3 generation of family members, it is illogic to ask us to play refugees role to fill up the room. The question itself does not make the situation better but worst. And that does not end the story, in the next morning, one of the room toilet have problem for flushing, it reminds me that I had the same experience, same hotel in another location, not sure if this same standard of facility apply to all locations. We do understand in some peak period especially holiday session room may fully booked, however, our staying period was not holidays and even it is in Christmas time when we stayed in other hotel, we was treated with respect to serve with high tea refreshment while waiting for rooms availability for waiting time of only 30mins.
Comment from Hotel Management
21-Dec-2014 by Pullman Kuching, Hotel Management
Dear Max, Thank you for taking the time to review Pullman Kuching and my sincerest apologies for falling short on our services. I am truly sorry that you had to experience such services from our staff and please rest assured that I will bring this matter up to our Front Office Manager as well as the General Manager for their further action. Once again, my deepest apologies and we hope that this experience will not alter your confidence in Pullman Kuching. We hope we could have the chance of serving you again in the near future. Best regards, Borhan Bin Salleh Guest Experience Manager