Skytree Hotel

The service quality was super low. The room smelled bad, there was no toilet paper when we checked in, and the room phone didn’t work. We went down to the lobby and asked staff to bring a toilet roll to our room while I was heading out, but they refused. What the hell. Worst hotel ever, not even worth one star.

My stay at Skytree Hotel Kuantan was very disappointing. The staff were cold, with no smiles, little eye contact and very dry service. Cigarette smoke smelled strong in both the room and corridor. The washroom ceiling was stained, the cupboard was poorly maintained, and the hotel overall seemed neglected. I later got a follow-up call from Skytree Hotel about my feedback, but that was disappointing too. They made many excuses and didn’t seem to take responsibility for improving service or maintenance. They also hadn’t read the customer feedback thoroughly and made their own judgments, so the follow-up felt pointless. A hotel should try to see things from the customer’s perspective and understand what guests want, instead of focusing on its own difficulties. Feedback should help identify problems and ways to improve. I sincerely hope they take it seriously and work on the service and overall quality.

The customer service was decent, and there was a lift for elderly guests who can’t manage the stairs. But for the room price, I don’t think it was worth it because of the cleanliness issues. As soon as I walked in, the bathroom smelled unpleasant. I sprayed Dettol throughout the room, but the odor lingered. The bathroom doors were dusty and had dirt built up on them. While I was trying to sleep, I could hear kids playing and screaming beside and upstairs from my room. The lift was also kind of stuffy and could use ventilation.

I left my wallet at the hotel on Wednesday. When my friend went to collect my money, RM200 was already missing. The workers’ honesty, in particular, should be re-evaluated. I wasn’t there on vacation; as a student, I was visiting hospitals and campuses. I’m not Malaysian, so getting ringgit is hard, especially since I’m still a student who asks my parents for money.