M Hotels - Tower B

The room itself had water leaking onto the sofa, and the key didn't work. I went back to reception twice before a staff member came with a master key to open the door. After that, we were afraid to leave in case the key failed again. Even at noon checkout, staff asked me for the booking details all over again, as if nothing had been recorded. We checked in on 31 December for New Year, and the process was a huge disappointment. I stood in line for around three hours just to reach the desk because everything was moving painfully slowly. Only two staff were handling hundreds of check-ins, which wasn't enough for New Year's Eve. Agoda showed my booking as confirmed, but the property said it wasn't. There were long discussions, repeated explanations, several calls to the hotel boss, and I had to show the booking in both email and the Agoda app again and again. I finally got a room after nearly five hours. We were exhausted and missed the New Year fireworks. It was a very stressful, badly managed stay. Staffing, booking coordination, room maintenance, and basic door access all need serious improvement.

The check-in on New Year's Eve, 31/12, took about four hours. I don't know what was wrong with management. The room on level 8, 825 was nice, though. We slept well, and the water pressure was good. They also provided a hairdryer, slippers, drinks, and an iron.

We stayed for two nights over Christmas, but my father slipped three times because the wet bathroom floor was so slippery. There was no anti-slip mat. The first two slips happened in the shower on the first night, and his head nearly hit the edge of the wall. The next morning he slipped getting up from the toilet and nearly fell into the glass wall. I caught him in time. I no longer felt the room was safe, so we left early and gave up the second night. I told the front desk what happened and asked for the second night to be refunded. They said the supervisor had agreed to cancel it and told me to contact AirAsia Hotel. Based on that, I booked somewhere else. Later, though, when I asked the hotel to confirm, they told me to file another report and said management would review the case, even though I'd already been told the cancellation was approved. The process was confusing and frustrating, and eventually I gave up pursuing the refund. This was my personal experience and a poor choice of hotel. I hope they improve the bathroom safety and communication from management so other guests don't have the same problem. If safety matters to you, especially with elderly family, I'd strongly suggest avoiding this hotel.

For a budget-friendly room, I still expected the basics to be maintained. The carpet was very dirty, and the bathroom felt damp. After a couple of nights, I had severe itching all over my body, so I suspect there may be dust mites in the bed and chairs. Please sort this out. Thanks.