"I booked Bayview Hotel Langkawi through Hotels.com for my sister, her husband and their daughter. Unfortunately, the experience was extremely disappointing.
The room was booked for three people with three beds, but one mattress was in very poor condition. It was extremely uncomfortable and you could physically feel metal through the mattress. There was also a strong and unpleasant smell from the carpet.
My sister contacted reception to report the problems. Instead of properly listening and helping, the receptionist repeatedly interrupted her and kept saying that the room was “good”. She was not treated with the level of respect or professionalism expected from a hotel.
My sister also explained that her daughter has asthma and was having difficulty breathing, making the strong smell particularly concerning. This caused her considerable distress because she was worried about her daughter’s wellbeing.
After a long and stressful discussion, the hotel eventually changed their room. After the room was changed, the hotel apologised for the issues.
While we appreciate that another room was eventually provided and that an apology was given, this does not change the fact that the original room had serious problems or the distress caused before the matter was resolved.
I have also reported the matter to Hotels.com and will be seeking an appropriate resolution.
Very disappointing experience overall. The hotel needs to improve the condition of its rooms and the way reception staff"
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