The Grand Campbell Hotel by ZEN Rooms

I expect senior management to address these issues and send a formal reply to my email. Room 1415 at The Grand Campbell Hotel Kuala Lumpur was one of my worst hotel experiences. I asked for a quiet room but could hear heavy traffic, cars, motorbikes, and street noise through the night, sometimes until 6:00 AM. It was almost impossible to rest. The room also smelled strongly unpleasant, had baby cockroaches coming from the washroom water outlet, and was missing tissue and shower gel or body wash. The bidet hose was broken and leaked water across the floor, and the toilet seat cover was damaged. At the entrance, the door stopper was broken and dripping oil, while the door slammed shut by itself. On Saturday, 2nd May, I asked Charles to have the room made up and replace the towels and toilet rolls. When I returned near midnight, nothing had been done. The front desk said housekeeping had “forgotten” and, unbelievably, there were no towels. I had to ask for bed sheets to use as towels. As a former F&B Director of Pan Pacific Kuala Lumpur International Airport, I understand hospitality standards and operational challenges, but this was far below an acceptable level and reflects badly on the hotel’s management and operations. This was truly unacceptable.

For nearly RM400, my room was in awful condition. There was a dried, smelly towel in the cupboard, and from the odor I’d guess it had been there for weeks or months. Cockroaches kept turning up like unwanted roommates. I’d put food on the table and, in under ten minutes, roaches would appear. Please call pest control and spray the rooms. This wasn’t the best place to stay. See videos and pictures.

We had a one-night stay during our travels, and this was the worst hotel we’ve stayed at. The room on the 16th floor was small, tucked away in a shady corner, and unclean, with visible stains on the linens. The washroom was terrible, with only body wash and shampoo supplied. There was just one tea sachet at the tea and coffee corner, and the kettle didn’t work properly. Rust in the room and mould in the washroom added to the problems. The receptionist wasn’t very pleasant, perhaps because of a communication issue. Breakfast was included, but we learned in the morning that the hotel has no restaurant and hands out packed food instead. As vegetarians, we found nothing to eat. I wouldn’t recommend staying here until they can meet at least basic standards.

I spent three days here and wouldn’t recommend it without major improvements. The room was dirty and had lots of cockroaches, and the toiletries weren’t complete compared with other hotels. The lift moved very slowly, and breakfast options were limited. It didn’t meet my expectations.