4/10 Poor
Hamish
Traveled with family
Sep 20, 2025
Liked: Cleanliness, property conditions & facilities, room comfort
A really mixed experience!
We booked a family stay for six people at the DoubleTree Penang and, while there were some positives, our overall experience was disappointing.
Positives:
• The complimentary family dinner offered after the first night’s incident was thoughtful and much appreciated.
• Staff were polite in their written replies and eventually tried to follow up by phone.
Concerns:
• Despite booking for six, we arrived to find only there were less towels, amenities and the sofa bed in our room had not been made up.
• We raised these issues with the front desk on the first day, yet they were still not resolved the following morning.
• Because our “actual rooms” were not ready after the first night’s incident, we had to pack and unpack more than once. This took away valuable time from our short family trip.
• When we expressed our disappointment, the initial response felt generic and failed to address the inconvenience. Only after we pushed again did the team ask what they could do to help.
The staff eventually reached out and asked how they might improve our stay, but the repeated delays and the need for us to chase basic standards left a lasting negative impression.
Overall, while individual staff members were courteous, the service and attention to detail fell well below the level we expected from a DoubleTree property. We hope management reviews their processes so future guests don’t have to go through similar disruptions.
Hamish
Stayed 7 nights in Aug 2025
