Citadines Connect Georgetown Penang

We had a fantastic four-night family stay in December and would happily return. The buffet had a decent selection of healthy, tasty food, including some dishes cooked live. The rooms were on the small side but sensibly furnished and spotless, and we also liked the gym and pool. Room service and the front desk were available around the clock, with staff always ready to smile and help; Norris at the front desk stood out. We were welcomed courteously from the start. The location suits anyone interested in malls, with a small gift shop and convenience store nearby. It is about an hour from the beach, so water sports would mean a long trip.

We loved the breakfast and the pool in block B, and our rooms were made up every day. Madau was a favorite with our daughter, and all the kitchen staff were lovely each morning. The staff were some of the kindest we've been around in a long time, and the service was exceptional. The hotel is close to everything, which was another big plus. Like any hotel, some areas are a little worn, but this place was very well kept overall. We couldn't recommend it enough and will be back.

All the staff we met were efficient, friendly and courteous, and the beds were super comfortable, at least the one we had. The rooms are small to medium-sized, but thoughtfully laid out, well equipped and well soundproofed. The hotel looks recently refurbished, with a simple chic style; even the bare plastered corridor walls came across as stylish to me. We'd read some negative reviews, including harsh comments about breakfast, but that didn't match our experience. Breakfast service was fantastic, with seating inside and outside. Outside there was a drinks station with juices, tea and coffee, plus eggs boiled, fried or made into an omelette to order, savoury porridge, dim sum, and ramen or rice. Inside were hot items such as sausages, baked beans and stir-fried vegetables, along with fresh fruit, yoghurts and pastries. We loved it here, and Citidines Connect Georgetown comes highly recommended from us.

I was disappointed by how we were treated when we arrived around 8:00 PM after a long flight. My sister was checking in first and carrying both suitcases, a tote and a small personal bag. She was clearly struggling and had been standing at the entrance for a while, but the security staff only opened the door and watched, without offering help with the luggage. During that same period, we saw staff proactively helping other guests, particularly European customers, with their bags. That left us feeling helpless, uncomfortable and unfairly treated. I've always thought well of the hotel and its service, which made this especially disappointing. I hope the hotel takes this seriously and reviews its service protocols so every guest gets equal care, respect and attention regardless of background. I look forward to an explanation and assurance that this won't happen again.