Swing & Pillows @ Kota Kemuning Selangor (Formerly known as NueVo Boutique Hotel)

How could a hotel be THIS careless with a confirmed booking?! Our check-in time was 11:00 AM, and although we arrived around 12:00 PM. YES, WE WERE LATE, we did NOT complain about it or make an issue out of it. But despite arriving one hour after the stated check-in time, our room was STILL NOT READY and we were asked to wait! The staff then told us that she had overlooked our booking email. HOW could a confirmed booking be missed so carelessly?! We were understanding about the situation and did not make a fuss. But unfortunately, things got even WORSE. At check-out around 4:30 PM, the staff specifically instructed my husband to return the room card by dropping it into the designated box. He followed her instructions and DID exactly that! Yet today, we were contacted and ACCUSED of not returning the card and were asked to PAY A PENALTY!!! We clearly explained what happened and even asked the hotel to provide CCTV footage as proof. BUT THEY COULDN’T PROVIDE ANY!!! HOW CAN YOU ACCUSE A GUEST AND DEMAND A PENALTY WITHOUT ANY PROOF?! We followed the staff’s instructions. If the card was supposedly missing, then the hotel should have properly checked the box and investigated the matter BEFORE accusing the guest and demanding payment! We were already understanding when YOUR STAFF missed our booking and made us wait for the room. We did not complain even though we were late ourselves. But when it came to the room card, suddenly WE were blamed for something that we did not do?! This is absolutely UNACCEPTABLE!!! Two separate incidents caused by poor attention and careless procedures, yet somehow the guest is the one expected to bear the consequences?! Very unprofessional, extremely frustrating, and honestly disappointing!!! I sincerely hope the management takes this seriously and reviews their staff procedures, because this level of carelessness is NOT acceptable in the hospitality industry!!!