Hotel Waterfall

I only stayed here because it’s close to the hospital, which made it convenient to go back and forth. Otherwise I wouldn’t have chosen it. The price isn’t very high, but the experience didn’t feel worth it. The room was dim, the soundproofing was poor, and there were no basic toiletries like shampoo, body wash, a toothbrush, or toothpaste. The air-conditioning was extremely noisy, and the next room was loud too. I asked to change rooms, but was told the hotel was fully booked. I hope they look into the room conditions and service.

I was happy with the room and the overall cleanliness, and I really appreciated the housekeeping team for keeping things neat and comfortable. But at check-out on 10/12/2025 at 12.30pm, one of the reception staff, an Indian female staff member, spoke rudely and raised her voice in front of other customers. I felt uncomfortable and embarrassed. I’d asked her permission to use the pantry to wash a bottle, and she said that was allowed. Later she suddenly questioned me and started shouting. If it wasn’t permitted, she could have explained that politely. Customers shouldn’t be treated this way in public. I’d like management to provide proper customer service training for the front desk staff.

There was a power outage in our room, and the way the hotel dealt with it was disappointing. At first they offered us one smaller room and seemed to expect us to accept the reduced comfort. They didn’t provide extra bedding to accommodate us. Staff said they couldn’t help further because the hotel was full and staffing was limited, and that we’d get a refund at checkout. That felt like dismissing the problem instead of fixing it. After we followed up again, they eventually gave us an additional room, so we ended up with two rooms instead of the single room originally given. Operational issues can happen, but guests shouldn’t have to give up basic comfort or push for an acceptable solution. If you expect prompt, well-managed service recovery when something goes wrong, this is worth considering before booking.

The Chinese female receptionist on the night shift was rude. We booked two rooms and asked whether they’d be close together and which one was near the lift. She raised her voice, tensed her eyes, and snapped, “Why? You all want to sleep together?” I was a Malay woman with my higher-ups, a Chinese married couple. Please deal with this staff member’s behavior appropriately. If she gets moody or is having an old-age crisis, she shouldn’t be working.