Glex Hotel Kuantan

We arrived around 10pm and couldn’t get into our room because the password lock wouldn’t open. Customer service kept insisting we had typed the wrong code, even after we sent a video showing we followed their instructions. We asked to change rooms or have someone come help, but they made us wait until 10:40pm before calling anyone. The person they eventually sent used a completely different password from the one customer service had given us. I was left waiting alone in a dark car park for an hour, and customer service ignored my calls and messages while continuing to blame me. The room was also by the car park entrance. We’d booked coffee and tea, but there was only hot water. When I asked if our two rooms could be on the same floor, they impatiently replied that check-in was at 3pm. That wasn’t what I’d asked. I seriously don’t recommend this apartment.

This agency’s service and the room were awful, and the management felt careless. Our room was dirty and had bed bugs, which spoiled the whole trip. Customer service wouldn’t answer calls and only used WhatsApp. Although they said service was available from 9am to 10pm, they stopped replying to messages after 6pm. Such a “wonderful” room.

The sea view was marvelous, and the location is good, with a spacious room. I came back because I’d had a good experience here in 2021, but this stay was frustrating. Booking online through the hotel platform was faulty, and no confirmation email ever arrived, so you have to call them to check. Customer service isn’t available 24/7. After dinner, a faulty code kept us from getting into the room, though luckily we got an access code before 9pm. The same thing happened after breakfast, and we waited outside for an hour. I called and WhatsApped several times, but customer service only called back after 9:30am. The sofa was stained too, which spoiled the mood. I hope management takes note and improves things.

I was charged RM500 for a booking I didn’t even realize had gone through, and I never stayed there. Agoda showed no upcoming trip, and I couldn’t find a booking ID in the app, so I thought I hadn’t booked the Airbnb. They charged me anyway under their 100% no-show policy. The owner of kuantan imperium couldn’t be reached, and I got no booking confirmation by email or any contact from them until a WhatsApp arrived at 3pm 11/8/24 asking me to check in. kuantan glex home only contacted me at check-in time. I think they should be more proactive. How could they charge me for not showing up when I thought the booking hadn’t gone through? This felt like a scam to me. Please don’t book this place through the Agoda app.