KSL Residences 2 Premier Suites Johor Bahru

We reached the hotel at about 11.30pm from Songapore on 8/4. Upon reaching, we asked the security guard about the booking procedure. He does not know anything about it. He showed that there are boxes to collect the keys from near the laundry room. However, there were no instructions or information of password or room number to collect the keys. I tried to call the hotline and the internet phone but neither was successful in my attend. It was already past midnite. We were tored after the 11/2 hour of jam at the Causeway. We decided to search for another room at the agoda.com and found something for us to spend the night at Grand Landmark Hotel. It costed us $62 SGD. We stayed there until noon and decided to go back to the KSL Premier Residence. I checked my email and saw the instruction to the room coming in at 5.53am which is about 5hours from the time we alerted them via the apps. We went back before noon to the KSL Residence and checked in. Place is nice but we felt shortchanged and ill treated with this hiccups. We would like to ask for a refund for the first day and that Trip.com should pay for our sstay at Grand Landmark Hotel on 8-9 April for goodwill. It is not easy to move around with 2 msmall children. I hope your side exercise compassion and understanding for the negative experience we felt. w We felt shortchanged and I