Four Points By Sheraton Puchong

This was a nice, convenient property, but after everything that happened, I'd never stay here again. I've been a high-level Marriott member for a long time, and this is the first bad hotel review I've ever written. The problem was staff incompetence, plain and simple. I booked three days and saw a renovation notice in the app, so I checked in advance that the gym would be open. I go twice a day, with my first visit usually around 4am, and they assured me it would be operating. On my third and final night, I saw it had closed by about 5pm, though it had been open just a few hours before. I told the front desk I'd asked ahead of time and thought it was fair to check out and move elsewhere. They agreed. I confirmed twice, got a yes both times, and booked a Moxy connected to IOI mall, closer to the airport and better for me anyway. Three days later, I noticed my nights were still missing from the app, and the card authorization was still for the original amount and hadn't posted. It took them a full day to reply when I contacted them. They only said there was an issue cancelling the last night. The woman who checked me out had sent an updated folio with that third night removed. All they needed to do was adjust the authorization to the final stay amount and finalize the charge under the same authorization code, the same thing every other hotel I stay at does to remove the deposit. Instead, they kept saying there was an “issue” and added me on WhatsApp. They said a manager would update me that morning. By 5pm, all I had was a vague WhatsApp message saying I needed to answer. I explained I was on a flight to Abu Dhabi. They replied that it was a big issue. How can removing one night and updating a card authorization be such a big issue for a hotel? I told them I wouldn't call or answer their calls, and asked them to explain in writing on WhatsApp how this could still be a problem. They ignored me and wouldn't respond. It's the most ridiculous situation I've dealt with by far. After all those days, they still hadn't given me any explanation. The main reason I wanted it sorted quickly was to see my night total reach 75 before the new year for peace of mind. Now I'll have to deal with Bonvoy support in January. If the owners see this, sack the manager and hire people who know how to do the job. Any basic hotel employee should be able to remove one night, adjust the authorization, and submit the stay to Marriott in about two minutes. This is insane.