Hotel Stay Experience Report: Dubai and Kaula Lumpur Hotels

This report provides a comparative analysis of two distinct hotel experiences: a positive stay at the City Star Hotel in Dubai and a negative experience at the Brisdale Hotel in Kaula Lumpur. The Dubai experience highlights exceptional customer service, cleanliness, and a pleasant ambiance, emphasizing the importance of staff training and attention to detail. In contrast, the Kaula Lumpur experience describes significant issues with the hotel's condition, lack of amenities, and poor staff behavior, leading to a stressful stay. The report underscores the critical role of ambiance, staff, and overall service quality in the hospitality industry. The author uses this report to compare the two experiences to highlight the importance of service marketing concepts like hotel's structure, ambiance & most importantly its staff in the success of any business. The report concludes with references to relevant literature on service marketing and interior design.

Best Experience during my stay in Hotel
To explore the world is my passion & to fulfill my desire I spent a lot every year. I heard a lot of
good paraphernalia about Dubai which always eager me to go there so in 2015, I planned to visit
Dubai. For this purpose, I did an online research & booked a 3-star “City Star Hotel” for my stay
of 4 nights there. When I reached nearby a guard welcomed me & took my luggage to the
reception. After some formalities they allowed me to go into the allotted room. During my 4
nights stay, I got everything flawless there. Front desk staff was so nice, cooperative & helped
me in every aspect even though they remembered my name & called me by my name every time.
Rooms are just phenomenal; my room was so clean, beautiful & cozy with a luxurious bathroom.
Housekeeping was so prompt & courteous. They fulfilled my each demand in no time whereas
each staff member was well trained & know very well that how to get a customer satisfaction.
Roof top of this hotel was splendid as I could saw the city view from there. Roof top was the
Bohemia theme with light music which increased my level of relaxation. In simple words, my
stay was prodigious & I’ll recommend everyone to stay there during their visit of Dubai.
Ambiance is the most important element in hotel industry because ambiance gives an extra edge
to the organization in terms of flow of customers. It not only restrict to the front desk counter or
lobbies which grab the attraction of customer but it also focuses inside the hotel’s rooms.
(Ramneek Kapoor, Biplab Halder & Justin Paul, 2011) Same like that City Star Hotel also
focused on the ambiance with the worthy, polite & helpful staff which gives them an extra edge
to make their customers satisfy.

Worst Experience during my stay in Hotel
As I mentioned above that to explore the world is my passion and for this purpose I had been
travelled in multiple countries. Couple of years ago my relatives visited Malaysia & articulated
about the beauty of Kaula Lumpur which also exhilarated me to visit there. After some days, I
planned with my family to go there & for this purpose I booked a 3-star hotel online which
named was Brisdale in Kaula Lumpur. My relatives stayed in Shangri-La during their stay which
is a 5-star hotel but because of my low budget I booked a 3-star hotel there. I was much
motivated & during travelling I educed the whole scene imaginary which was expressed me by
my cousin. It was really good when we reached at Kaula Lumpur Airport; from there we hired a
cab for Brisdale Hotel. When we reached Brisdale hotel, no one was there at the front desk or
reception but after sometime a girl came, her behavior was not so good & after some formalities
she gave us the room’s electric door key. There was no Wi-Fi, electric switches were broken &
even AC was not functional. Smelly toilet was ruined our whole level of excitement anyhow we
decided to go outside for some refreshment & to find some other reasonable place for stay. We
went outside for dinner a found one reasonable hotel Islana for our further stay. When we came
back to Brisdale hotel, we found that our electronic door key was not working, we discussed this
matter with that receptionist girl & she said that you have to pay full amount right now otherwise
you will not be able to stay anymore. This was so strange for us because according to the law
every customer is liable to pay at the time of checkout. We argued with her & said that we will
call police if you do so after that she called a bulky hotel guy for her security. Anyhow, after
massive arguments they allowed us to stay there for one night which we wanted. But that night
was so awful & we didn’t sleep that night because of noisy environment. After that night, we
changed our hotel next day & enjoyed our trip. But I’ll never recommend this hotel to anyone

ever. Brisdale hotel should need to improve its service marketing concept like hotel’s structure,
ambiance & most importantly its staff which was so irritating because other than customers;
employees are the most important who plays a vital role in the success of any business.
Furthermore, in the field of hotel industry; hotel’s interior matters a lot. (Christine M.
Piotrowski & Elizabeth A. Rogers, 2007) Administrative persons should need to focus & remain
there for any incidence because at our time no administrative person was there.
Bibliography
Christine M. Piotrowski & Elizabeth A. Rogers, 2007. In Designing Commercial Interiors. 2nd
ed. John Wiley & Sons.
Ramneek Kapoor, Biplab Halder & Justin Paul, 2011. Strategic Issue in Marketing of Services.
In Service Marketing: Concepts & Practices. Tata McGraw Hill.