Sutera Hotel

Please think again before staying here. Check-in wasn’t handled properly, and the room was untidy and chaotic. We weren’t made to feel welcome, and we couldn’t even drop off a passenger because the entrance was reserved for VIP parking. My mother couldn’t get out at the main entrance with a VIP car in front, so we had to reverse and move our car. It really spoiled my family’s mood. I felt very disappointed and wonder if there was bias toward certain races. A hotel should welcome all guests and run its business properly. If guests of other races aren’t wanted, say so openly and change the hotel name. “SUTERA” is a lovely word, but I don’t have much else to say. Don’t waste your money on a place that doesn’t make you feel welcome.

Sharwinn, one of the Sutera hotel supervisors, handled our problem very professionally and deserves particular thanks. The room was in terrible shape: the bedsheet hadn’t been changed, and the door didn’t have a proper lock or wouldn’t open properly. I was unhappy with the cleanliness and raised it during the inspection. Sharwinn listened calmly and respectfully, accepted my decision about the room, and arranged a replacement. Since we had booked two rooms, he managed to put them together. His practical, understanding approach turned what could have been a zero-star stay into a five-star rating for his service. Thank you, Sharwinn, for making a bad situation better.

We eventually got a full refund, but only after I contacted Agoda myself and went through several disputes between Agoda and the hotel. At first Agoda couldn’t refund us because the system showed us as checked in. When I asked to cancel and get our money back, the hotel said it couldn’t process that because we’d booked through Agoda. This was a horrible stay at Sutera Hotel Seremban. We arrived around 4 p.m. with a family-room booking for three, and I told staff one person had just had an operation. The room was dusty, clearly uncleaned, and had visible mould. The water heater had no power, the AC didn’t cool, and water kept dripping in the bathroom. Staff at the counter had a poor attitude and told us to change rooms. The replacement rooms had similar problems, including faulty AC and water heaters, and some access cards didn’t work. We spent almost an hour moving between rooms, which was very stressful with a sick person. After I insisted, the manager, Mr. Saha, promised us the “best room,” but that room was unacceptable too. The whole experience was exhausting and stressful. I strongly don’t recommend this hotel unless they make serious improvements to cleanliness, maintenance and customer service.

I’ve stayed in many three-star hotels, and at this price I’ve had good rooms for a night. Here, I left the building without staying. My deluxe booking was first met with a twin room instead. The towel had an insect in it, and the stained bedsheet hadn’t been changed. We went downstairs and switched rooms, but the second one felt creepy and again had an unchanged bedsheet. They offered another room, but we chose to check out. A staff member calling a guest “bro” felt creepy too. It wasn’t worth the money at all.