Boey Z. Y.
1/5
I wish I could rate 0 star. TERRIBLE SERVICE, if you want to book any trip through this company, I really hope you can read my below bad experience review before do the booking.
I had booked the package to Genting including 2 nights hotel and Round Trip Bus Penang to Genting during fair. But pls don't repeat my mistake, be prepare for below cons if you want go for it.
First of all before departure I had WhatsApp text the Manager a few times but hardly get the response, he can just advise me to reach his colleagues or let me know when I can get the details, but no clear bus info until a night before only provided. My advice is to let customer know first when can get the details not just letting customer to wait for nothing. Perhaps they can just add all the customers in same trip in one same WhatsApp group and update all the details.
Secondly, very bad attitude by the old lady tour guide, force you to listen and not allow you to ask more. She will feel annoying and said if you don't know then just follow whatever she said, repeat for few times. She will force you to do whatever she think is correct and shouting if you don't listen, I had never see any service provider company treat customer in this way.
Thirdly, the old lady at first had requested IC from all of us to note down something on her side then she return to me already. After that when I am sleeping, the old lady wake me up to request the IC again, then she keep the IC for nothing, until we reach at Genting then she return to us again to ask us to queue to do the member cards registration, then why need purposely wake me up to take and keep the IC and then return again later when arrive.
Fourth was the terrible waiting time and wasting few hours for nothing. Around 1pm had reached Genting and wait at Bus Lounge area to register for member card which wait for around 1 hour, then went to First World Lobby continue wait for 1 hour plus to wait another guy prepare the food voucher and room registration, then we cannot check in through machine kiosk, need to take the number to wait until our turn to go counter for manual check in, there is 80 numbers in front of me, and it takes nearly 2 hours until my turn. Total 4 hours plus for just waiting only.
Fifth was the terrible hygiene situation at First World Hotel, for this portion I don't blame on the agency since this is Resorts World Genting responsibility to maintain the standard especially cleanliness. However, I having bad experience also after 2 hours of waiting for manual counter check in, the check in staff told me there is no remarks stated I will check in for that room. Then I call the guy which responsible for room related, he said he will call office to help on this, I had stand beside the counter for another half hour on this because I don't want to miss the queue and take the number again later. OK finally he call me and told me he got the room already, but the room not issued by the hotel, he let us know the room number and ask us direct go to the room and push the door remove the tissue stick beside the door lock and take the room card from the table drawer. Then I realised the curtain which beside the bed was fully mouldy and the room was very dirty, even with some plastic bags at the corner dont know belongs to who and what is inside. Then we requested to change room because of situation above, he gave us another room which having similar situation, and told us in annoying way that all the rooms having same issue, if we don't believe just go and see. Fine, at last from 1pm reached Genting drag until 6pm got the terrible situation room, I immediate check what hotels still available, I directly book another hotel at Resort World Awana which at midhill.
Pls don't book through this travel agency if you attracted by the price. Travel should bring happiness and joy, but you might end up with frustration, extra cost paid and bad emotion to having the issues during the trip, this was what I facing.
I WILL NEVER BOOK ANY TRIP FROM PTS TRAVEL AGAIN. WORST ATTITUDE AND TERRIBLE SERVICE.
