Grand Ion Delemen Hotel

I am writing to express my profound disappointment with my recent stay at the Grand Ion Delemen Hotel on February 7, 2025. My family and I were eagerly anticipating a pleasant vacation in Genting Highlands, but our experience at your establishment was far from satisfactory. Front Desk Service: Upon arrival, we were met with unwelcoming and indifferent attitudes from the front desk staff. Our inquiries and concerns were handled dismissively, which is not the level of service we expected from a hotel of your standing. Safety Concerns: A significant incident occurred in the Tower 4 lobby, where my young child’s hand was caught in the glass door leading to the balcony. When we reported this to the front desk, the response was apathetic, and no immediate assistance or concern was offered. This raises serious questions about the safety measures in place and the staff’s readiness to handle emergencies. Room Key Issues: We booked two rooms, each intended for five occupants. However, the room keys provided were incorrectly programmed, granting access to the wrong floors (18), causing unnecessary confusion and inconvenience. Room Amenities: The rooms lacked sufficient toiletries and bedding for five guests. When we requested additional bedding, we were informed of an extra charge of RM150, which was inconsistent with the RM100 quoted earlier. Such discrepancies are unacceptable and suggest a lack of clear communication and policy enforcement. Hotel Layout and Parking: The hotel’s layout is perplexing, with inadequate signage, making navigation challenging. Finding parking near Tower 7 was particularly troublesome, and the staff’s unhelpful demeanor only exacerbated our frustration. Television Services: The limited selection of television channels did not meet our entertainment needs, which was disappointing. Star Rating Discrepancy: Online platforms like Trip.com rate your hotel as five-star, yet the front desk staff referred to it as a four-star establishment. This inconsistency is misleading and does not align with our expectations. I hope you take these concerns seriously and implement the necessary changes to prevent future guests from undergoing similar disappointments. I look forward to your response and to learning about the steps you will take to address these issues 您好！ 我于2025年2月7日携家人入住了贵酒店，原本期待在云顶高原度过一次愉快的假期，但此次入住体验却令我们深感失望。 前台服务： 抵达酒店时，前台工作人员态度冷淡，对我们的询问和关切未给予应有的重视。这与贵酒店的声誉不符。 安全问题： 在Tower 4大堂，我年幼的孩子在通往阳台的玻璃门处被夹伤。我们向前台报告此事，但未得到及时的帮助或关切。这让我们对酒店的安全措施和员工应对紧急情况的能力产生了质疑。 房卡问题： 我们预订了两间房间，每间可容纳五人。然而，所提供的房卡错误，导致我们不能进入18楼层，这给我们带来了不必要的困扰和不便。 房间设施： 房间内的洗漱用品和床上用品不足，无法满足五位客人的需求。当我们要求额外的被褥时，被告知需额外支付150马币，而此前被告知为100马币。此类不一致的收费让人难以接受，且显示出沟通和政策执行上的问题。 酒店布局和停车： 酒店布局复杂，指示不清，导航困难。特别是在Tower 7附近寻找停车位时遇到了困难，而工作人员的不合作态度加剧了我们的挫败感。 电视服务： 电视频道选择有限，未能满足我们的娱乐需求，令人失望。 星级评定差异： 在线平台如Trip.com将贵酒店评为五星级，但前台工作人员称其为四星级。这种不一致令人困惑，与我们的预期不符。 希望您能重视这些问题，采取必要的改进措施，避免其他客人遭遇类似的失望。我期待您的回复，并了解您将如何处理这些问题。

Loved the wonderful weather huge apartment very comfortable with two tv in the hall and room..there's all the amenities needed like a fridge microwave oven and so forth but only thing is that there's no telephone and order in food..and there's no coffee packets and tissues near the sink area.. everything else is wonderful toilets are well equipped..we enjoyed our stay

Shuttle bus is ok and near to first world hotel. Room is spacious. Buy bus fare at hotel is rm7. online purchase for bus is rm6. Customer service is good. Tower 2 ground is the checkin and check out counter.