Hotel CIQ, Jalan Trus

Requested for early check in but the reception say $10 MYR additional for every hour. Requested for higher floor but gave us B1 without window. Location & amenities are so so for the price you paid. There's a seafood restaurant opposite the hotel. Must try

When we checked in, they made us give a 100RM deposit, and it’s CASH ONLY. If you have no cash idk how they gonna make you give them the money they so desperately want. You will find out at the end of this review. We checked in to find dirty cups, the area below the cup was also dirty. The pillows were musty and dirty looking, unsure if they even washed it, if they did idk how bloody old it is. The window of our room was facing the corridor of the hotel, and the curtain couldn’t cover the window unless we put our bag on it to hold it down. Lack of privacy much? The room key given was only 1, and it was almost breaking apart being held together by tape Fridge was not cold, probably because if u don’t leave in your room key (no other key works) the electrical of the whole room turns off including the fridge and it is not strong enough to get cold again. Air con was noisy, dust from it flew out into the bed as it was right on top of our bed Rooms were so noisy, you can hear conversations from other rooms to its entirety. In the morning the next day, you can hear the cleaners SINGING and being rowdy. Not the other customers but the CLEANERS. ????? They really think this is their own house? At 12:05pm they CALLED to tell us it’s time to check out. In our booking it says checkout 12-12:30pm. Nobody mentioned it is 12pm sharp. Even if they did, it is so unprofessional to call merely a 5 mins after the supposed checkout time?? When we checked out they said they want to check the room first. Like what, we will steal anything from this worthless room? They told us there was a stain on the bed and wanted us to PAY TO CLEAN IT. I’ve never heard a hotel wanting you to pay for a small stain that is easily washed off in a single wash, if you want it clean is it because you don’t intend to change the sheets? We said you know what fine let me clean the stupid stain ourselves, and they just let us up to clean the stain. While cleaning the staff “cleaning” the room had horrendous body odour, which is probably how the room is musty smelling, because their staff have no hygiene when cleaning it. I wanted to ignore the fact that the room was dirty when I went in but when they demanded that I pay for a small stain I told them off about how trash the room’s condition was and they said oh I could have called to change a cup. That’s not the point. The point is that a hotel should be providing a CLEAN room for when any customers check in. Most ridiculous stay ever. We took our 100RM back after they have nothing to say to me after telling them off and we will gladly never walk in here again. I honestly was not going to leave such a bad review as I know I didn’t pay a lot to stay here and i should expect a 5 star room, but I would much rather spend an extra 10 bucks to stay a slightly nicer place. Being treated this way is not worth saving your money. Watch out, only stay here if you want to be felt like a criminal or if you want them to suck as much money as they can out of you. Staff were also not very friendly.

I am writing to formally complain about a disappointing experience at Hotel CIQ, Jalan Trus (86 Jalan Trus, 80000 Johor Bahru, Johor, Malaysia) during my stay from April 20-22, 2024. During my stay, I requested room cleaning services in the morning of April 21. Upon returning to my room at night, I discovered that all my toiletries left in the bathroom were missing. Despite immediately reporting this to the reception, they were unable to contact the housekeeping staff at the time. It was evident I had not checked out, as all my personal belongings were still in the room. This oversight raises serious concerns about the staff's attentiveness and the hotel’s protocol for guest property. I had to make a quick dash to the nearest Guardian store before they closed to get a new set of toiletries for the ones that went missing and I incurred an expense of RM157.75 – two facial cleansers, a shaver, shaving cream, a toothbrush, toothpaste, and mouthwash. When I discussed compensation for this loss, the manager, Jennie, informed me that only my toothpaste and shaver were found, and offered a mere RM50 discount voucher for a future stay, which is significantly less than my expenses, the stress and inconvenience caused. Requesting a fair compensation and reaching out to higher management led nowhere as Jennie stated she was the highest authority available and refused to provide further assistance. This lack of support and understanding from the hotel management added to the stress and inconvenience of my experience. I am dissatisfied with how this situation was handled and the compensation offered. It does not reflect a commitment to guest satisfaction or the seriousness of losing a guest's personal belongings. I hope this complaint urges Hotel CIQ to reassess their customer service policies and ensures no other guest experiences similar negligence.