| Satisfaction: |   | | Reviews: 6 | Photos: 5 | | Duty Free Zone, Kelana Megah Sdn Bhd (213513-A) No 88 Jalan Ibrahim Sultan Stulang Laut PO Box 161 (formerly Eden Garden Hotel) |
 | Johor Bahru ZON Regency Hotel by the sea Reviews | 1 - 6 of 6 |  |
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 | ZON Regency Hotel by the sea: Disgraceful Customer Service
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Tip: GO SOMEWHERE ELSE.
With 2 friends from Greece and UK, we booked 2 rooms on the phone.We were told the rate was RM188NETT/room/night. A few days later, we called to confirm that it was indeed NETT and not ++ rates that were quoted,and were again assured it was indeed RM188 NETT.
At the counter,after driving 6hrs from KL and paying RM6 for parking (which was meant to be refunded after our stay),we were told to wait ONE AND A HALF HOURS as our connecting rooms were not ready.Not wanting to waste so much time, we said we would settle for non-connecting rooms. A 20min wait ensued while the receptionist fiddled about, after which we were told that each room WAS IN FACT,surprise surprise,188++ (RM238)!
Tired and annoyed, we explained that we had double-checked the price on the phone and had quoted RM188NETT TWICE . After all, Eden Garden is in a DUTY FREE ZONE so having 2 extra taxes makes absolutely no sense! After some debate with the receptionist,we demanded to see the manager.
The manager, as it turns out, was even worse.She impatiently repeated "No, our prices are all ++".Again, we explained that this was not what we were quoted; evidently there had been some miscommunication and a mistake had been made .Her response? "No,it's all ++. Our prices are all ++". We were then told "our booking staff are very senior, they won't make mistake like that"!
She then proceeded to repeat "no,it's ++" as a response to anything we tried to say.
What were they trying to imply?That we had driven 6 hours across Malaysia with 2 foreign tourists to lie to them and try haggling for a cheap deal at the counter?Would it have been so hard to at least be courteous, admit the mistake and offer to accomodate us, or perhaps help find us someplace else?
We decided to leave,angry and frustrated. Believe it or not, to cap the whole terrible experience off we were told that "parking is refunded only for guests!" Rude, pompous, poorly trained... I could think of a hundred other words to describe the disgraceful staff we encountered.
An unbelievably incompetent manager, zero hospitality. Terrible.
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