A recent Facebook post by a disgruntled guest sheds light on a concerning experience at KSL Hotel and Resort in Johor Bahru. The guest, who checked in on December 3rd for a 3-day, 2-night stay, expressed dissatisfaction with various aspects of their stay, citing safety concerns and poor customer service.
Electrical Safety Hazards
The guest reported a harrowing incident involving a faulty lamp in room 2312 of Tower 1. Unaware of the lamp’s electrical issues, the guest, on the following morning, attempted to turn on the lamp, resulting in an electric shock. Disturbed by this, the guest promptly reported the incident to the customer service desk.
The manager on duty offered medical assistance, suggesting a visit to the clinic, but the guest, reluctant to disrupt their vacation, opted to monitor the situation. Instead, they requested the hotel to address the electrical issue promptly, along with another concern regarding the weak and often non-existent wifi connection.
Despite the guest’s request for urgent attention, the lamp’s faulty wiring and the subpar wifi connection persisted throughout the stay. The guest expressed frustration that no one from the hotel bothered to follow up on the reported issues. Even upon check-out, the problems remained unresolved.
Lack of Accountability
Upon questioning the hotel staff during check-out, the manager on duty failed to provide satisfactory answers. Expressing disbelief that the issues persisted, the manager assured the guest that the customer service or senior management team would contact them via email within 5-7 days to address the situation and discuss potential compensation.
Regrettably, more than a week after returning to Singapore, the guest claims they have not received any response from the hotel regarding the incident. This lack of communication has left the guest deeply disappointed with the hotel’s customer service and perceived carelessness.
What the netizen said
Horrible experience in KSL hotel and resort
I checked in on 3rd December for 3 days 2 nights trip at KSL hotel and resort tower 1 room 2312 and for the first day I didn’t know there was a faulty lamp with an electrical leak that is connected to electricity outlet since I never turn on the switch for it.
Next morning, I found the room dark and I want to turn on the lamp. But when I try to flip the switch to turn on the lamp, I accidentally touched the faulty wires on the lamp and got electrocuted.
I then went to the customer service downstairs to report this issue. Not to mention this was the only one, the wifi there is very weak and often also no connection.
The manager on duty just ask me if I want to see the clinic and if I need she can send me to see a doctor. All though my finger very pain after the electric shock, I don’t want to waste my vacation and time just to see a doctor.
I replied that I will monitor first and requested her to get an electrician to help me repair the lamp and a technician to repair the wifi for me.
But surprisingly, the internet and the faulty wires were still in the same condition and weren’t repaired. The worst thing was no one bother to come and ask if it was done.
When I went check out i ask them why the lamp wasn’t repaired and the wifi was still in a horrible state with barely any connection.
The manager on duty didn’t believe that the faults weren’t touched and went to my room to double check and couldn’t give me any answers.
She only told me that the customer service/senior management team will send me email regarding this accident and what they could do to compensate this ridiculous incident.
She told me that they will respond in 5-7days. I am already back to Singapore for more than a week now and I still have not received a single response from them through email.
It was a really horrible experience staying in this hotel and I am so disappointed with their customer service and carelessness. Please read and take note, you should really consider before you book this hotel.
Source: Facebook