Hotel Excelsior

My stay was from 19/2/26 to 24/2/26. When I arrived on 19/2/26 after a long bus ride, someone on duty, though I'm not sure who, let me check in very early at 6.32am. Thanks for that. Breakfast was good, honestly, and I enjoyed the coffee at Dulang coffee house. I was in room 705, where some ants were crawling around on the table, but it was otherwise fine. I could hear noise from the floor above and the rooms beside me, so the soundproofing could be improved. The ambience was good, and maybe they could add some basic night snacks in the room.

For a short stay, the place is acceptable: the room was clean, the renovated hotel is reasonably comfortable despite being quite old, and the rates were fair, RM250 for three people and RM200 for two. The hotel scent in the room may bother anyone sensitive to smells. The car park was the biggest problem. There aren't many spaces, access is awkward, and the ramps are narrow with sharp turns. Big vans will struggle, and even small cars may find it difficult. The door also didn't feel secure, since it seemed easy to open with a card. We felt a little uneasy about that. My ratings were 4.0/5 for cleanliness, 2.0/5 for car park, and 3.0/5 for safety, with an overall rating of 3.8/5. Better safety, ventilation, and parking would improve the stay.

The parking bay takes expertise to drive in. Vellfired and Alphard drivers, please don't enter the car park. Parking gets 3/5. The staff service and timing get 4/5, while the other ratings are 5/5: product, quality, safety, performance, environment, location, price, and attitude. The room is refurbished and really clean. It's safe and suited to children and families, with convenient eateries nearby. We'll come back.

The room wasn't ready even after 3:30 PM, though check-in is listed as 3:00 PM and the charge covers a stay from then until 12:00 PM the next day. No one proactively told us about the delay. We had to keep asking when it would be ready, and the late check-in disrupted our plans and caused needless inconvenience. The toilet also had what seemed to be a faulty, constantly running water issue, and the noise disturbed our rest. Loud music every night made it hard to sleep too. I was disappointed by the lack of basic hospitality and how poorly things were handled. The rules about bringing non-halal food into the restaurant felt rigid and unwelcoming. I respect halal practices, but the hotel should explain strict rules clearly in advance and guide guests with some sensitivity. Hospitality should include respectful communication and empathy. This was the first hotel I've stayed at in Malaysia that felt so inflexible and unaccommodating, with such a poor guest experience. I wouldn't recommend it to anyone who values efficiency, flexibility, and genuine hospitality.