IMPERIAL HOTEL BINTULU

The location is a major highlight, offering easy access to shopping and stunning views. The cleanliness of the property is impressive, making for a comfortable environment. The staff is friendly and accommodating, enhancing the overall experience. Facilities are decent, particularly the spacious rooms and ample parking. However, the breakfast options could use significant improvement to match the quality of the rest of the stay.

The check-in service was quite slow and not well-managed. Even after arriving on time, we still had to wait in the lobby for a while before the room was ready, which was frustrating. The breakfast was just average, with limited variety and not many choices available. It didn’t quite meet expectations. On a positive note, the cleanliness of the room was good and well-maintained, which made the stay more comfortable.

My family and I stayed here for 3 days and 2 nights. We chose this hotel with high expectations as it is one of the newest properties in the city, perceived to be aiming for a 4–5 star standard, and part of their latest hotel expansion in this state. The 3-bedroom apartment was spacious, comfortable, and well equipped with a washing machine, dryer, and basic cooking facilities. Hotel facilities such as the swimming pool (for adults and children), gym, sauna, and steam bath were good. The hotel’s direct connection to a shopping mall was also very convenient. However, there were some service areas that require improvement. Check-in was slow despite a low number of arriving guests, taking around 20–30 minutes per guest. There was also no bell boy available, and after waiting and checking several times, the supervisor personally assisted with our luggage. Housekeeping could be improved, as some toiletries were not refilled prior to arrival, and the coffee and tea amenities provided were not proportionate for a 3-bedroom unit, as they were the same as a standard room. An additional concern was raised more than an hour after check-out, when the hotel contacted me regarding a possible charge related to the bedsheet. Typically, room inspections are conducted at check-out before deposit release. The issue was not communicated earlier, and based on the information shared, no permanent damage was identified and the item was washable. The handling of this matter could have been better. Overall, the hotel has good potential in terms of space, facilities, and location, but service efficiency, housekeeping checks, and post check-out communication should be improved to meet expectations.

Just improve on breakfast - breakfast spread offered various choices but some of the food appeared undercooked example : scones (very) ,spaghetti, nasi lemak. at least - during my three days stay. The manager was present which I find quite concerning as this undercooked issue was not addressed at the time. Otherwise I had a great stay apart from breakfast issue.

I just have one complaint about this hotel. I don't know which of their staff keep playing with the fire drill alarm for our hotel room and disturbing our rest. Until it said that we need to evacuate. For that matters, if it's true it was the pranking from staff, I would like the hotel management to investigate and take action because it will affects your hotel rating and your customers experience staying there.