Austin Park Hotel

Wafa at reception was all smiles and very polite, and check-in was quick. The whole hotel had a pleasant smell, and our large room was clean and well looked after. We loved the two king-size beds, and the bathroom was spacious too. It’s a nice place to stay, even as a 3-star hotel, and it exceeded our expectations. We chose it for being near Toppen, Aeon Tebrau, Lotus, and Ikea. We’ll definitely return.

We only stayed one night for a quick getaway. The room was clean and made up when we arrived. It had a dryer, iron, fridge, basic toiletries, and a good-sized bathroom. There were some stains on the walls and in the toilet, but I guess that’s okay for a 3-star hotel. We slept without hearing noise, though the bed was a bit firm and there was only one pillow per bed, so bring your own if you need more. Our window faced another large room, with no view. There are lots of shops, food, and entertainment nearby, but traffic gets pretty jammed during peak times if you’re driving. Guests can use the free basement parking. For the price, it was fine and I have no complaints. The video was taken after we slept, so don’t mind the mess.

With two children along, the stay felt especially disappointing. We’d booked a room with two king-size beds but were treated strictly as a booking for two people, with no flexibility. Breakfast was limited to two guests, and kids cost extra. I accepted the breakfast charge, but then other basic service problems came up. The check-in staff were unfriendly. Our room phone didn’t work, and when we asked for extra towels late at night, the front desk first refused because the room was registered for two. They eventually gave us one more towel, but only after an unnecessary argument. It left me concerned about staff training, judgment, and guest comfort and safety. Basic amenities and reasonable discretion were lacking. I wouldn’t recommend this for families.

The noise woke everyone in our family at 4:30am. While we were moving our luggage in the morning, maintenance came to work in the old room, leaving the connecting door open to the room where our children and elderly parents were sleeping. They banged around and repeatedly opened and shut the door roughly. It was completely inconsiderate. We’d checked in at 9pm Friday after booking earlier and asking for connecting rooms for our elderly parents and three small children. One room’s air conditioning wasn’t working. We complained and waited over an hour for maintenance to fix it, even though we’d requested a room change. In the end, they told us to call reception ourselves. Thankfully, the receptionist was polite and arranged another room with a bellboy’s help. Then around 1am, the power in the new room kept tripping continuously for a minute at a time. Maintenance arrived after five minutes, but the repair took another half hour. He called it loose wiring and told us to monitor it ourselves. The same thing happened again at 2am, 3am, and 3:45am. We called reception four times at 3:45 before anyone answered, then asked to move rooms again. We paid over RM900+ per night for two rooms and didn’t get proper rest. When we complained at 7am, reception told us to wait for the manager. We followed up at 9am and only got, “We already changed your room.” There was no apology or explanation. I wasn’t asking for a refund, just an explanation and accountability. The hotel needs to review its maintenance and management service. Totally unacceptable. I couldn’t upload the video, so I took screenshots of the incident from it.