DeLuma-Lebuh Acheh

I booked on August 29th and checked in on August 30th, after riding my motorcycle to Penang from 7:30 that morning. I couldn't check my phone on the way, so I missed the hotel's WhatsApp request through Agoda. When I arrived, I saw a message saying, “No reply, consider not coming yaa.” I called to say I was there and gave my name. The person in charge checked, then abruptly hung up. I called again and was told they'd WhatsApp me. That message took 10 minutes, and demanded a RM300 deposit. I'd already been standing in the scorching sun for 30 minutes by then. I only got the check-in code after transferring the deposit. I had booked a double room and the photos showed a double bed, but the room had two single beds. I messaged to ask about changing rooms and got the reply, “We can't do anything yaa... we received your booking for this unit... this unit only has 2 single beds ya.” I reported it to Agoda with proof of my booking, and they eventually refunded the price difference. The room wasn't properly clean, and there were some unsanitary “items” that I won't detail. The shared bathroom drain was clogged, and someone else's underwear was left there. There was no bottled water, refill station, or even a single tissue. Of the two beds, the one further inside got almost no airflow from the air conditioner. Even set to 16°C, it was uncomfortably hot to sleep. The rooms are divided by partitions, so outside sounds carry clearly. It was very noisy at night, with guests talking loudly and running around despite the rule saying noise should stop after 11 pm. This is the first and last time I'll choose this hotel.

The room wasn't ready for me, with no towels or blankets, so I had to improvise. The room type had been described incorrectly on Agoda, and they weren't willing to refund me by shortening my stay. I protested and pushed for a fair resolution. After admitting the listing was inaccurate, they offered a 20% discount as a settlement. I accepted and stopped protesting, but then they stopped replying and never paid the agreed amount. Agoda at least helped with a small cashback voucher, but DeLuma-LebuhAcheh still owes me the 20% discount. I've never had a host behave so disgracefully or break a promise like this. I find it shocking that someone would lie and cheat with so little dignity. I have screenshots of the conversation with the property's customer service and will take every possible step to fight this injustice.

We had a great stay. The property was really quiet, the Wi-Fi worked well, and the bathroom was good. Staff were very helpful and quick to respond, and sent clear check-in instructions well ahead of time. I have no idea what the bad reviews are about!

Everything was great, from the rooms to the cleanliness. It's right in the heart of beautiful Georgetown, though, so if you're not into walking around and exploring, it might not be for you, hahaha. I was fine with it, thumbs up.