4/10 Poor
Tuong
Travelled with family
23 Jan 2023
Disliked: Staff & service
When I was at the check-in counter, the reception asked me to pay the booking amount although I have paid in advance for Expedia. He said this was for guarantee, hotel (or me) have to check with Expedia if I have paid the booking amount already or not. If yes, they will refund the booking amount upon check-out. I disagreed with that because I have paid already at the time I booked. He checked again and told me that no need to pay.
In addition, the receptionist told me that the breakfast is for 1 pax only, and I have to pay the breakfast for other 2 pax. However, I have sent a message to JW Marriot KL to ask whether my booking includes breakfast for 3 pax. They confirmed that it includes breakfast for 3 pax. I had to show him that message, then he agreed that breakfast for 3 pax.
Although I did not have to pay any thing more, with the popular 5-star hotel like JW Marriot, I feel disappointed about the unprofessional front desk staff. He should check everything in advance before telling customer to pay anything.
Tuong
Stayed 3 nights in Jan 2023