During our recent stay at Viento Rest Collection Malacca, we encountered a centipede inside the room, which caused immediate alarm and serious distress for my family.
As a result, my family of five had no choice but to squeeze and sleep on a single queen-sized bed, as we were afraid the centipede might crawl onto us. This led to a completely sleepless and very stressful night for all of us.
A staff member arrived about 25 minutes after I informed via WhatsApp of the video of the centipede, the staff brought tape to seal gaps around the bed and floor. I then specifically requested pest spray, which required another 10 minutes of waiting, as he was the only staff available at that time.
The only service recovery offered was a refund for the stay, presented as the final resolution. While this was noted, i still felt that it is insufficient given the severity of the incident, I can’t imagine how serious the situation could have been if the centipede had crawled into one of my children’s ears, especially since centipedes can be poisonous, the disruption to our family, and the impact on our safety, comfort, and entire night’s rest.
I strongly feel this experience requires a more serious review of both pest control and housekeeping standards.
