Citadines Tanjung Tokong Penang

The surrounding natural environment is beautiful. Penang is a forest city.

The incident: Our family of three stayed at Citadines Tanjung Tokong Penang during our two-day trip to Penang on 20250201-20250203. At about 17:00 on the second day of our stay, when we returned to the hotel, we saw everyone waiting downstairs. We were told that the hotel had a power outage due to a fire and we could not enter the hotel temporarily. The repair time was uncertain. We were very tired after going out for a day and could only sit on the ground outside the hotel. After sleeping for half an hour with our child in our arms, the hotel staff came to ask for our room number and told us that we could go back to the room to pack our personal belongings after the elevator was restored. The room was still out of power and the restoration time was unknown. We were just told to wait patiently for the power to be restored. Later, because the hotel did not call for a long time, we had to go out to find a place to stay. When we returned to the hotel at more than 10 o'clock in the evening, there was still no electricity. At this time, the hotel manager informed us to pack up and move to Mercure Penang (mercue). The room rate of the hotel that night was about 180MRY, and the citadines we booked was about 300MRY. So I repeatedly confirmed with the manager whether the original room fee would be refunded and whether we needed to pay for a new hotel at our own expense. The female manager repeatedly confirmed that we did not need to pay extra room fees ourselves. The room fee at citadines that night would be refunded. At the same time, we also asked for our credit card, saying that the original taxes and fees would also be refunded together. This was confirmed with the manager at least 3 times. After we went to the new hotel, we found that the accommodation conditions were much worse than the original hotel. There were two small beds and the room was only 15㎡. The original citadines was about 50㎡, but considering that the original hotel helped us bear it, we felt that we could accept staying for one night. As a result, after returning to China, we found that the hotel had not refunded the original room fee for a long time, and asked the platform to help contact the hotel, but the other party said that they did not promise to check out. Here are 3 points to reiterate: 1. The fire in the hotel left us without a room to stay in. We were not able to get a temporary accommodation until late that day. This had a huge impact on our travel. We did not use the hotel services normally. This was the hotel's fault. The hotel should have arranged a suitable accommodation for us more quickly, but it did not. The hotel's handling was unreasonable. 2. The hotel manager clearly promised to refund the room fee and tax, but in the end, it was not refunded. The hotel's behavior was really unpleasant. If you did not intend to refund from the beginning, you can let us know. We do not need the hotel to arrange us to a place we are not satisfied with. The hotel's behavior is deceptive. 3. Even if it is a re-arranged hotel, it cannot be used as a reason for not refunding the fee. The conditions of the two hotels are very different. The price difference is nearly doubled. We can book a better hotel ourselves. The hotel earns the price difference from users privately. Very disappointed