There is nothing and no words that can describe my / our experience of Keen Suites @ Sutera Avenue; and I only chose 1 star rating because there is no negative star rating.
I booked a 3 bedroom apartment with them on 7 Apr 2019 via Booking.com for a one night stay on 11 Aug 2019; and received a confirmation, even a telephone number in case of emergency. I even wrote to the vendor to advise them our ETA, as we were driving down from Tip of Borneo which is at least 3 hours away.
Just before we arrived, I asked my friend to call the vendor to advise them of our ETA, and to advise us how to get into the apartment ( you can see our call log attached). I believe the log says it all, we had called so many times with NO ANSWER. This includes me sending a WhatsApp message (of which I can see that the message was read, but I received NO REPLY).
Eventually, my friend managed to locate a security guard who gave us the supervisor's telephone number who claimed that there is no apartment available even though they had my booking!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Not long after, my friend received a call from another person (Unity Plus) advising that she had a 4 bedroom apartment available and would rent to use for the same cost Ringgit 400. But in a follow-on call the Unity Plus representative called to say that she can only offer a 2 Bedroom apartment for Ringgit 380.
Given that we had driven for over 4 hours, and the sun was streaming hot, we were left with little alternative but to agree to the 2 bedroom apartment at a higher cost per unit.
Kudos to Unity Plus, because the representative came personally to assist us into the apartment.
But I cannot give them 100% credit for their good resolution management, but I wonder whether Keen Suites and the other vendors at Sutera Avenue are collaborating in confirming apartments they DO NOT HAVE!!!!!!
And if they are not collaborating, I believe Keen Suites have tarnished the reputation of all the other vendors here.
In addition to ourselves and that is kinda why the 4 bedroom (dual key) apartment was not available; was because another group was also stuck without a place to stay and they were given the other 2 bedroom apartment 1.5 hours before us.
And if I heard correctly, the owner / manager of Keen Suite is called Tim. He urgently sent out messages to other vendors if they had available apartments to accommodate the people he had confirmed bookings with.
I believe there is nothing more I can add or say about the way this whole saga had happened or resolved.
Ironically, the apartment is nice, new and relatively clean.
To add to an insult, I was asked by Booking.com how come I am a no-show and after corresponding with Booking.com Keen Suites has cancelled my booking, I am unable to give my feedback at booking.com. Which means their rating for their apartments remain VERY high!!!!!