Hotel CIQ, Jalan Trus

I am writing to formally complain about a disappointing experience at Hotel CIQ, Jalan Trus (86 Jalan Trus, 80000 Johor Bahru, Johor, Malaysia) during my stay from April 20-22, 2024. During my stay, I requested room cleaning services in the morning of April 21. Upon returning to my room at night, I discovered that all my toiletries left in the bathroom were missing. Despite immediately reporting this to the reception, they were unable to contact the housekeeping staff at the time. It was evident I had not checked out, as all my personal belongings were still in the room. This oversight raises serious concerns about the staff's attentiveness and the hotel’s protocol for guest property. I had to make a quick dash to the nearest Guardian store before they closed to get a new set of toiletries for the ones that went missing and I incurred an expense of RM157.75 – two facial cleansers, a shaver, shaving cream, a toothbrush, toothpaste, and mouthwash. When I discussed compensation for this loss, the manager, Jennie, informed me that only my toothpaste and shaver were found, and offered a mere RM50 discount voucher for a future stay, which is significantly less than my expenses, the stress and inconvenience caused. Requesting a fair compensation and reaching out to higher management led nowhere as Jennie stated she was the highest authority available and refused to provide further assistance. This lack of support and understanding from the hotel management added to the stress and inconvenience of my experience. I am dissatisfied with how this situation was handled and the compensation offered. It does not reflect a commitment to guest satisfaction or the seriousness of losing a guest's personal belongings. I hope this complaint urges Hotel CIQ to reassess their customer service policies and ensures no other guest experiences similar negligence.

Pros - inviting lobby, good location, staff polite and helpful, good that hotel provide a water dispensing machine, Cons - not sound proof, fair bit of noise from traffic at night, yrllow stain on bedsheet, tiny ants on bed, bedside table showing cup stains and sticky, shower head seems spoilt as the water was dripping down instead of spray like and out, making us stand superb close to the wall to be able to get the water, shower handle spoilt; came off while adjusting the water temperatuee, no tissue paper Overall, small hotel, very basic. Whilst I hv no issues with providing my own tissue paper boxes, shampoo or toothbrush n other stuff, felt that Cleanliness shd not be compromised no matter how.

This hotel is very near to the Johor customs to go into Singapore. Other than that, the sound proof system not so good but the location is really superb. But the receptionist and the owner are very friendly and they bring the home feeling to those who are staying there. Thank you for your hospitality. It’s very near to Immaculate Conception Catholic Church. Walking distance.

Nice location, close to Komtar JBCC Mall and JB Sentral Train Station, but a bit hard to find when we walk on foot. Nearby has small mini market and Indian food. Near to Indian temple and Pasar Karat, and also JB Old Street. WiFi not working well. Good service and clean room, just right to enjoy JB for few days.

Very small room with no indoor slippers provided. Toilet is surprising long compared to the room. 🤣 Sink drainage is almost clogged as water flow is super slow. Tv remote batt is either drained or the remote/tv is just not working. Stayed for just a night so I’m ok with all that given the close proximity to shopping, eateries and checkpoint. 👍🏼

Good location for an overnight stay. Room had everything we needed, but floor could be cleaner. Also, noises along the corridor can be heard very clearly.