Asiago Hotel

If I had the option to give zero stars, I would. This rating is not for the room or the facilities, but for the customer service. I had booked this hotel online, and I called in advance to check if early check-in was possible. I spoke with Mr. Sugu, a staff member at the front desk, and asked if there was any way to do an early check-in, or if I needed to pay an extra fee for it, or if there was any other option. However, his response was extremely rude. He kept repeating the same thing about early check-in being subject to room availability. I understood that, but my question was whether there was a way to pay for early check-in or reserve it in advance. Despite this, he continued to insist that early check-in depends on room availability, which was not answering my question. His tone and manner were impolite, and at one point he said, "You pay extra, no use." After speaking for a long time, he abruptly said he couldn’t answer further because he had other clients to attend to and wanted to end the call. Only after I mentioned that I was going to record the call did he change his tone, becoming more aware of his behavior. I have proof of how poor his customer service was. I don’t understand why the management hasn’t properly trained their staff or taught them how to respond to customer inquiries. If staff members show this kind of attitude toward customers and cannot answer questions, why are they in business? As a customer, I had a valid query, and he, as the front desk staff, should have assisted me with it. His name is Mr. Sugu.

I stayed at this hotel with my husband from 17–18 February 2026, and unfortunately our experience was extremely disappointing due to a staff member’s rude and discriminatory behavior. On 17 February at around 7:22 PM, my husband went down to our car to collect some belongings. After that, he pressed the lift button to return to our room. While waiting, a male Indian staff member spoke to him in a very rude tone and told him to use the stairs instead. The staff member only asked where he was going, and after my husband clearly stated he was returning to his room (and even mentioned the room number), he still insisted that my husband take the stairs. At the same time, he allowed a foreign guest who arrived later to use the lift, stating that the lift was only for hotel customers. This was extremely insulting — we are also paying guests. The male Indian staff member did not apologize at all and instead talked back in an unprofessional manner. This kind of double-standard treatment is completely unacceptable. We travel frequently for both leisure and work across Malaysia and have stayed in many hotels, yet we have never experienced such disrespectful service anywhere. Hotel staff in the service industry should treat ALL guests with basic courtesy, professionalism, and fairness. Proper training is clearly needed to ensure this does not happen again.

surprisingly this hotel in kedah is very worth it and cheap..most importantly the staff and the hotel conditions show world class characteristics...very excited about the hotel staff service..employer increase your staff's salary..the best asiago