Kevin Lee
July 11, 2025
Subject: Urgent Complaint – Refund Request and Misconduct by Hotel Operator (Booking at Core Soho Suites @KIP CORE Sentral)
Dear Trip.com Customer Support,
I am writing to formally lodge a complaint regarding my recent stay at Core Soho Suites @KIP CORE Sentral, which was booked through your platform.
Upon check-in, we were given a room with a malfunctioning air-conditioner, and we had to request a room change. The new room appeared fine initially, and we verified that the air-conditioning and water heater were functioning, after which we took a short rest and went to sleep.
However, the next morning after check-out, I was contacted by the hotel operator who accused us of damaging the TV in the room. This claim is completely false—we never turned on or used the television or its remote during our stay.
To make matters worse, the person who contacted us was extremely rude and unprofessional, repeatedly blaming us without any evidence. Despite our denial, they refused to refund our deposit of RM200, which was paid in good faith during check-in.
I did speak with another hotel staff member via phone, but their tone was equally disrespectful, and they continued to insist we were responsible for the alleged damage.
This experience has been extremely upsetting. I respectfully request the following:
1. A full refund of the RM200 deposit that is being unfairly withheld.
2. An official written apology from the hotel for the false accusation and unacceptable customer service.
If this matter is not resolved promptly, I will be lodging a police report and may escalate further through consumer protection channels in Malaysia.
Please assist us in investigating this matter and resolving it fairly. I have always trusted Trip.com for my travel arrangements and hope you will take appropriate action to ensure such experiences do not happen to other customers.
Thank you for your attention and prompt support.
Kind regards,
Kevin
