The Zenith Kuantan

The hotel has potential, room was clean, location is great, and most things were alright. But my biggest letdown? The front desk staff. As someone checking in for the first time, I expected at least a basic level of courtesy. Instead, I was met with two staff members (Malay and Indian) who seemed more interested in poking each other, laughing, and having their own fun behind the counter, while a guest was standing right in front of them. It was uncomfortable, unprofessional, and frankly, disappointing. It didn’t feel like I was walking into a hotel, more like I accidentally interrupted someone’s high school recess. If the hotel is aiming for 4 or 5-star service, then the first people guests meet shouldn’t act like customer service is a burden. A little bit of proper training, or maybe just basic respect, would go a long way. Also, the quilt cover in my room was slightly torn, not a huge issue, but again, not something I’d expect from a place of this standard. All in all, the stay was okay. But first impressions matter, and this one definitely needs work.

Positive Aspects Hospitality: The hospitality provided by the staff was excellent. Room Cleanliness: The room was clean and met expectations. Buffet Breakfast: The buffet breakfast offered a wide variety of food choices, adding to a pleasant dining experience. Areas for Improvement Check-In Process: The check-in process was inefficient. Despite arriving before the official check-in time and completing the necessary steps, there was a 30-minute wait to receive the access card. Summary While the overall stay was enjoyable due to great hospitality, cleanliness, and a diverse breakfast selection, the lengthy wait during check-in detracted from the experience. Improving the efficiency of the check-in process would significantly enhance guest satisfaction.

Strategy location for this hotel, right in front of the mall and center of Kuantan city. Consider high standards hotel in Kuantan. Well maintained and provide good facilities for the guests. PS : Overall stays were good, but I do hope the hotel can upgrade the pillow. To me, the pillow in the room is a bit soft.

We haven’t even checked in yet — and we are already deeply dissatisfied with the service at The Zenith Kuantan. We arrived around 2:30 PM, hoping to either check in or at least complete the paperwork. The front desk simply told us to come back after 3 PM — with no attempt to process us or offer any updates. When we returned at 6 PM, we were shocked to find a long queue of waiting guests. After another 30 minutes in line, we were told the rooms were still not ready, and might only be ready in another hour — with no guarantees. Throughout this entire experience, no effort was made to accommodate or comfort guests. There was: • No offer of a lounge or place to rest • No refreshments provided (despite many tired travellers clearly in need) • No senior management presence to manage the situation We travelled from KL, expecting a reputable hotel to provide a basic level of hospitality. Instead, after over 3 hours of waiting, we are still without a room and feel completely let down. This is not the level of service one expects from a hotel that positions itself as a premier choice in Kuantan. I will be escalating this by contacting the hotel’s General Manager directly to formally lodge a complaint. Guests deserve far better. We would strongly caution anyone considering The Zenith Kuantan — especially during busy periods when clearly the hotel is unable to manage its operations professionally.

Check in process/queue took 1 hour. Swimming pool towel service need to wait for 1 hour. After 1-hour, staff responded by saying still no towel. When asked, then only staff go inside and check. Room is okay, clean, with smart TV connected to internet. This is good. Location is good, in front of shopping mall.