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I wrote to Mr Khor of BVC Bhd on 24 Feb 2014 after staying in KL Plaza on 22/23 Feb 2014:
"I made a reservation fora 3-room unit for the night of 22 February as I was on a motoring holiday from Singapore to Ipoh and Penang last week, and planned for a night of rest in KL on my return to Singapore. Upon arriving in KL, I checked in at 4.30pm, and the receptionist gave me the key to unit H908. When we went in, the whole apartment looked decent with new sofa set and TV set. The toilet had also been changed to a new shower system. However, soon my friends [u]found two big ants' nests in the kitchen and the Master Bathroom, and black ants were crawling all over the areas. I immediately sought help from the receptionists and was grateful that the housekeeping staff came to spray the nests with insecticide. After that we were quite relieved and so went out shopping and eating before returning at 10pm. It was then that I discovered that the second bedroom where I was to sleep in was so hot even though the aircon was switched on. The aircon was blowing out hot air. So I called receptionist again and asked for help. After learning that it was the second bedroom, he passed me to a lady called Fatin (?) who told me that the maintenance people (without even coming to check) said the aircon 'cannot be fixed', with no further explanation. I begged her to help me as there were 5 of us. The master bedroom was occupied by the only male in my group, while the 4 of us ladies had to use the two connecting bedrooms. I needed an aircon room to sleep in as I would be driving the next day down to Singapore. I asked for change of room but she said they were all full. She said, ' You have a ceiling fan, right'? I was really very disappointed with her attitude and lack of service recovery. Obviously the staff already knew my unit had a room with defective aircon and chose to do nothing to help me.
As a member who paid for their entitled rooms in advance and yearly maintenance fees, we should not be treated like this. In the end, I was so frustrated that I asked for a standing fan, and she did provide that. Needless to say, I did not get a good nights' sleep that night. You know how hot KL is the last few days when I was in Malaysia.
We later checked the compressors outside the kitchen, and found that one of the compressors was not working. No wonder without checking, the staff could tell me flatly that the aircon could not be repaired.
So my point is, they gave me a room with a defective aircon and did not tell me when I checked in. They already decided that nothing could be done and expected me to accept that.
Sorry for taking up your time, but I think BVC should replace some of the very old aircon systems in the units, and staff should be further trained to give professional services. Housekeeping should also do their work properly so that pests like ants and cockroaches should not infest the rooms under their charge."
I hope tp receive a reply from him or his representative soon.
"I made a reservation fora 3-room unit for the night of 22 February as I was on a motoring holiday from Singapore to Ipoh and Penang last week, and planned for a night of rest in KL on my return to Singapore. Upon arriving in KL, I checked in at 4.30pm, and the receptionist gave me the key to unit H908. When we went in, the whole apartment looked decent with new sofa set and TV set. The toilet had also been changed to a new shower system. However, soon my friends [u]found two big ants' nests in the kitchen and the Master Bathroom, and black ants were crawling all over the areas. I immediately sought help from the receptionists and was grateful that the housekeeping staff came to spray the nests with insecticide. After that we were quite relieved and so went out shopping and eating before returning at 10pm. It was then that I discovered that the second bedroom where I was to sleep in was so hot even though the aircon was switched on. The aircon was blowing out hot air. So I called receptionist again and asked for help. After learning that it was the second bedroom, he passed me to a lady called Fatin (?) who told me that the maintenance people (without even coming to check) said the aircon 'cannot be fixed', with no further explanation. I begged her to help me as there were 5 of us. The master bedroom was occupied by the only male in my group, while the 4 of us ladies had to use the two connecting bedrooms. I needed an aircon room to sleep in as I would be driving the next day down to Singapore. I asked for change of room but she said they were all full. She said, ' You have a ceiling fan, right'? I was really very disappointed with her attitude and lack of service recovery. Obviously the staff already knew my unit had a room with defective aircon and chose to do nothing to help me.
As a member who paid for their entitled rooms in advance and yearly maintenance fees, we should not be treated like this. In the end, I was so frustrated that I asked for a standing fan, and she did provide that. Needless to say, I did not get a good nights' sleep that night. You know how hot KL is the last few days when I was in Malaysia.
We later checked the compressors outside the kitchen, and found that one of the compressors was not working. No wonder without checking, the staff could tell me flatly that the aircon could not be repaired.
So my point is, they gave me a room with a defective aircon and did not tell me when I checked in. They already decided that nothing could be done and expected me to accept that.
Sorry for taking up your time, but I think BVC should replace some of the very old aircon systems in the units, and staff should be further trained to give professional services. Housekeeping should also do their work properly so that pests like ants and cockroaches should not infest the rooms under their charge."
I hope tp receive a reply from him or his representative soon.