On the day I checked in, I came back at night to find my room had been cleaned and all my belongings were gone. When I asked at the front desk, they said it might have been a system error and they thought the previous guest had checked out, so they sent someone to clean it.
1. A five-star hotel claims they have a system issue.
2. The cleaning staff clearly saw it was an occupied room, yet they directly took our things without even asking.
3. They just left our belongings in the concierge public area downstairs, claiming there's CCTV so nothing would go missing.
4. They said it was all sorted, but when I got back to the room, my key card wouldn't work. I had to go back down again. It was already midnight, and I was dragging my luggage up and down.
5. During checkout, they tried to charge a foreign fee, but I'm Malaysian. I really don't understand how their system records things.
I was looking forward to a pleasant stay at a five-star hotel, but this happened on the very first night. The management and front desk really need to improve. Although I did get a free breakfast in the end, I've stayed in at least 20-30 hotels, and this is the first time I've encountered something like this. Even 3 or 4-star hotels are better.
Really a very bad experience here.
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