Scarletz Suites Kuala Lumpur, Five Senses

⚠️SCAM⚠️ This hotel serviced apartment does not refund deposits (200 Malaysian), does not offer any hotel services such as soap and house cleaning, and our room was infested with cockroaches and they refused to give us a refund. Trip.com will not help you get your money back. They gave me $3.35 to “make things a little better”. Details below. 1. The hotel requires a deposit, but will not refund your deposit. They lied to us, and to Trip.com about the deposit in order to not pay. When checking out they said they would automatically return the deposit within 5 - 7 days. 7 business days later I contacted them and they said I need to fill out a form, and they sent me a google form. Then I asked Trip.com to contact them and they told trip that I do not have to fill out a form, the deposit was already sent to the bank on the day I checked out. They said that it was up to my bank to return the money, and that it may take up to 20 days. Trip.com was not able to acquire a receipt from them, and when I contacted the bank they said they had not received any money or message from the hotel. After telling Trip.com this they said they talked to the hotel again, received the same message, and were not able to help me. 3. The front desk and the rooms are run by a different company. As a result, you will not receive room service in a timely fashion or at all, and this is by design to save the company money. A common complaint overheard whenever I was in the lobby was people being unable to reach the room service hotline despite calling them again and again. The front desk will then attempt to contact the room service which takes another ten minutes plus, and then you have to wait 30 minutes to 1 hour for the room service to arrive. This is all by design to limit the amount of paid employees they have to maximize their profits by charging too much for a service they have to be begged to provide. 4. The worst was the cockroaches. We counted 16 cockroaches in our room! We arrived at our hotel room in the late evening, and we contacted the manager after seeing just a few to ask for a new room. We were told there were no new rooms available, and we were told they would not give us a refund. Most hotels were fully booked so we decided to stay and fight for a refund. An hour later a man arrived with bug spray and sprayed the entire room. In the morning, we tried to get a refund but the manager Ibrahim said he would not give us a refund “because we slept in the room”. What else were we supposed to do? Sleep on the floor? Sleep on the street? This was the worst service I have ever received from a hotel. DO NOT BOOK THEM. You will not get your money back, and Trip.com will not help you get your money back. They gave me $3.35 to “make things a little better”.

bad experience . booking done and deposit paid online as i will check in late (told by reception to pay). arrive at property around 2am , shock that they reception never left key and room number for my booking . stranded at the hotel with my 2 kids for 1 hour ++ . call never answer , whatsapp and message also never replied . call more than 10 times 🤬 ended up do another booking with double price for that night from another hotel . So bad service !! i hope someone else never experince like this .

Awesome