Meritz Hotel

Had a comfortable stay at Meritz Hotel. The room was clean and spacious, and the location is very strategic and directly connected to Bintang Megamall, which made shopping and dining super convenient. Staff were polite and helpful. Some parts of the hotel feel a little dated, but overall, it was a pleasant experience. Would return again.

Believe or not, we changed rooms 3 times, and each time the room got worse the final room we got didn't have a working air conditioner. But that's not the worst part. The worst part of my 2 night family trip in Miri was the customer service we received on the first day. The female receptionist was completely rude and kept threatening us that she would charge us to change rooms when the room itself had issues! She kept telling us to wait for "maintenance", who never showed up! Mind you I had a 2 month baby with us, who kept crying because of the heat. First room, so damaged and worn out, the bed itself was dirty so we changed. The second room, I swear the air conditioner was going to break down because we kept hearing the electric buzzing. And finally the third room, after waiting for almost 2 hours for "maintenance" who never showed up, the air-conditioner was broken, as in not working at all. I've never experienced such horrible customer service in my life and from a hotel that loves exhibiting itself in Brunei as a top hotel. For the price we paid we expected better.

Complaint: Extremely Delayed Check-In Without Proper Assistance I am writing to express my disappointment with the check-in experience at your hotel on 31May. Although the official check-in time was 3:00 PM, we were only allowed into our room around 6:00 PM — after waiting for more than three hours in the hotel lobby. We were told the delay was due to housekeeping not being finished, but what made the experience even worse was the lack of effort from both the management and staff to resolve the issue or offer any kind of compensation or proper communication.