Mixed Experience – Good Service Recovery but Initial Handling Could Be Better
I recently stayed at Holiday Villa Johor Bahru City Centre and had a mixed experience.
For the first two nights, we suspected the room was not properly cleaned as both my husband and I experienced continuous sneezing throughout the stay. I reported this to the front desk after the first night, but no action was taken or escalated. Unfortunately, we had to endure a second uncomfortable night before I raised the issue again to the duty manager.
I must commend the duty manager for her prompt and decisive action — she arranged an immediate room change, which made a significant difference. This level of service recovery was appreciated. However, it is unclear why the initial concern was not escalated earlier by the front desk, which could have prevented unnecessary discomfort.
On a positive note, when I fell sick during the stay, the front desk staff were thoughtful enough to send porridge and warm water to my room — a kind gesture that I truly appreciated.
The hotel’s location is very convenient, and the breakfast selection varies daily, which is a plus. A special mention to the egg station staff — they were consistently friendly and attentive, handling every request with a smile even during busy periods.
Check-out was smooth and efficient.
Overall, while there were some lapses in initial handling, the service recovery and certain staff members’ efforts stood out.
