Room was a good size, and is close to the airport.

You have to pay a tourist tax so will be a few ringgit more added. Breakfast buffet has good selection of western and Malaysia foods.

Best part was the gym. Very well equipped!

i love this place...i can go shopping just at level 1 everytime i need anything...i can cook for my family as well..easy access to parking to our suites.big room,big space and very comfortable mattress to sleep.they gave extra pillow n mattress too

The first time I came here, the service was okay, not bad but also nothing to write home about. This is my second time staying here and the check in experience has got to be the worst to ever happen. It’s like the FO guy doesn’t know what hospitality is. It’s more specific to one person and not the whole staff, but still it is upsetting.

So a friend booked me two Superior rooms through Traveloka, and during check in, I requested a king bed room and a twin-bed room. He said it’s not available since they’re fully booked. Then I requested the rooms to have a connecting door, and he said they no longer have connecting rooms. All the while he wasn’t being friendly at all.

Suddenly I thought to check Traveloka to see if they’re really fully booked, because yes, I didn’t believe him, what with how rude he is to me. Traveloka showed that their Superior rooms were indeed fully booked, but they still had Deluxe room with king bed.

When I showed him that, he said (and I think he thought it was a smart thing to say, but I just think it stupid) that if I wanted that room then I should book it from Traveloka. I just stared at him, and then I said I didn’t need another room since I already had two. He was adamant that he couldn’t give me the deluxe room with a king bed that was available on Traveloka, even after I told him that I didn’t mind paying for upgrade.

He kept saying no, that they didn’t have the rooms I requested (even though it was available online), that he couldn’t upgrade my rooms, without even checking the system, all the while his voice getting louder and sharper. I didn’t understand why I couldn’t get upgraded since it was clearly available online, and I asked him why. He yelled, YELLED, at me saying that if he gave me that room, I would only get that one room and loose the other. Which only made me even more confused because that was absurd, didn’t even make sense. Was it because it was a deluxe room and therefore more expensive? I already said I’d pay. Was it because they only had that one room available (even though he didn’t check the system for availability) and so couldn’t upgrade both my rooms? Well then I could still upgrade one room and not the other. But couldn’t he have said that properly? Explained things to me as to why he couldn't (more like ‘wouldn’t’ to me), instead of shouting at me?

I told him I didn’t like the way he talk to me, that his tone of voice offended me. He just smiles like he didn’t do anything wrong, saying that he’s not angry. And then someone (who I assumed was the Manager) came and ask if there was something wrong, and I told him I didn’t like the way the guy talk to me and that he should be given training on his guest service skill. The whole time I was talking to the Manager, explaining what I want and how the guy just wouldn’t care and being rude about it, the guy actually talked back, still trying to defend himself.

At the end, the Manager got me upgraded in less time than I spent talking to the guy, and I get connecting rooms, one with king bed and one with twin-bed, just as I requested. But the whole experience has just been so upsetting, that I can’t even feel good for finally getting into the rooms I wanted. I just think someone like the guy shouldn’t be in the hospitality industry at all, let alone in a hotel like this one.

I don’t know if anyone else experienced this, and I don’t think the hotel is gonna fire him for this either, but at the very least make sure your FO team has good attitude. FO means constant direct guest contact, are there no SOP on how to talk to guests? I just don’t understand why he has to be so hostile and rude to me.

And after I got into my rooms, I realized that he didn’t say a single word of apology. I would’ve accepted it even if it was fake and he was forced to say it, but nope, nothing, zilch, nada.

I’m sorry for writing this Imperial, I like your hotel, the spacious rooms and big beds, the distance to the airport, the other friendly staffs; but I don’t like the guy and I don’t like this experience even more, so I had to write this.