BTH Service Suite At Times Square

We couldn't check in after booking this residence, and none of the contact numbers they gave us worked. They still refused a refund, even though we didn't stay because of a problem on their end. This residence is a scam.

I checked in and checked out within 20 minutes. The room smelled of smoke, there were stains everywhere, the furniture was ripped, and the curtains were stained. This isn't a hotel, and it's in terrible shape. The manager wouldn't refund me, even though the policy allows a one-night charge and a refund for the rest. Agoda stepped in and got my refund. I got out as fast as I could. DO NOT BOOK HERE.

The smell of old carpet is everywhere, and the rooms look even worse in person than in the few pictures I attached. KL Service Suites is run by agents with no connection to Berjaya Times Square, so Berjaya Times Square offered no help when I needed it. I was left dealing with the agents' unruly staff, who seemed untrained and showed little regard for customer service. I paid in full through Agoda before arriving. The room condition was bad enough that I left after one night, but Agoda only offered a partial refund. They let me switch to another suite for that night, though its toilet was leaking too. This place feels like an outright fraud scheme.

The apartment is spacious and has nice views, so the stay wasn't all bad. But it was a confusing check-in: a casually dressed stranger came up to me in an empty lobby and showed me to the room without explaining much about the TV or hot water. There weren't any written instructions either, and Agoda and other sites don't make it clear that this is an apartment hotel. I'd paid extra for a bathtub, but it never worked. Apparently only the shower had hot water, which kind of defeats the point. One of the agents also came into the room while I was showering. That felt really unprofessional.