Pacific Express Hotel Chinatown

We drove out and ended up paying RM 45 for parking. It was a one-night stay, May 24-25, 2026, and the whole check-in and checkout experience was awful because the parking instructions were confusing. Before arriving, my husband called to ask how parking worked. We were told to go straight to the basement, tap our Visa card at the entrance, and pay RM 10. But at the front desk, the receptionist said we had to pay another RM 10 there, or building management would charge RM 35 when we left. We explained that we’d already paid RM 10 at the gate and asked about getting it reimbursed. She ignored the concern, didn’t explain the system, and kept insisting we pay. The hotel and building management clearly weren’t aligned, and the front desk staff didn’t seem trained to handle questions. If you’re driving, expect a confusing and potentially expensive parking experience.

The breakfast was the same every day and very limited: fried rice, fried noodles, chicken, toast, watermelon, and tea or coffee, with no milk. Restaurant staff were unfriendly and disrespectful, gossiped, and played loud music during breakfast. In the corridors and elevators there were unpleasant smells, and the building looked old and poorly maintained. The area is very strategic, but the many homeless people and beggars outside made us feel uncomfortable and unsafe. We stayed seven days, and staff never greeted us as we passed or said thank you. We complained several times about the water heater and toilet tissue and bath soap not being refilled for two days. None of this was properly fixed, and one staff member even made a bad remark because we complained. When we checked in, we also had to pay an extra 70 ringgit for national tax. This was the worst hotel experience we’ve had on our travels. The staff were very rude, and the hotel fell short of basic hospitality. I hope management improves staff attitude and training, service quality, and complaint handling.

I’ve been a loyal customer since last year and often stay for more than two months. The staff have generally been good, and everything else has been good too. This time, I wasn’t feeling well and didn’t have an online booking, so they asked me to check out. I understand that, even though it was really stressful to find another hotel with my flight the next day. I’d even helped them contact the person who scammed them out of almost 40Krm. I only asked for a little consideration because I was late checking out and had a lot to pack. I was in a bad state of mind, had nowhere to go yet, was rushing, and had an extreme headache. They still charged me a 30rm penalty. It’s not about the money. As a loyal customer, I expected some kindness. It really hurt, but I don’t think they care.

The location is the one good thing here. We paid a lot for a week, including breakfast, but it never felt like home. The room was horrible, smelly, dirty, and had no toiletries. From check-in through checkout, the staff weren’t friendly, offered no help, and didn’t even greet us or say thank you. At breakfast, the restaurant staff were impolite. One woman crossed her arms every day while we got bread and gossiped as if we were thieves stealing food. During the busy period the chef kept switching the toaster on and off. A waitress turned off the lights while we were sitting and eating. They could have spoken to us politely. There was no hospitality at all, and the staff need training. Very poor service.