KLCC Quill Residences by Avery【Located in the City Center+10 mins walk to Twin Towers+Infinity pool】

Dear Trip.com Customer Support Team, I am writing to lodge a formal complaint regarding a serious incident during our current stay booked via Trip.com. Booking No.: **************** Property: KLCC Quill Residences by Avery Stay dates: 25 Dec 2025 – 29 Dec 2025 We check-in on the 25th Dec, on the 26th Dec, upon returning to the apartment, we discovered that our personal belongings had been moved, clearly indicating that someone entered the occupied unit without any prior notification or consent. This constitutes a serious breach of privacy, security, and basic hospitality standards. We did not request housekeeping, room service, or any form of in-room service. Despite this: • The sofa bed was converted into a full bed without our permission • My personal bag and clothing were moved from the sofa to the TV console • Items were placed on our table that were not there previously • Two of my child’s favorite hair clips are now missing, confirming entry into the bedroom • Our unlocked luggage containing valuables may have been accessed, leaving us deeply concerned Note: Trash bins were not cleared. So what’s the point of entering the Guest unit? We are traveling with young children, and upon check-in we spent significant time sanitizing all surfaces (tables, chairs, taps, remotes) using alcohol wipes due to ongoing Covid-19 concerns. Medication and milk powder were intentionally placed on the table and must remain hygienic and untouched. Following the unauthorized entry, this table was disturbed and cluttered with new items, completely undermining our hygiene and safety efforts. At no point were we contacted before anyone entered the unit. Had we been informed, we would have clearly declined any entry or service. In any professionally managed hotel or serviced apartment, staff must never enter an occupied room without explicit guest consent unless there is a genuine emergency. This incident occurred on the very first night of our four-night stay, making the situation even more unacceptable and distressing. On the 4th night, 28th Dec, they changed our room digital lock pin without informing us. When we returned to the unit late at night and found our door entry access pin invalid! We were stranded outside the unit. We require: 1. A clear written explanation of why and by whom the unit was accessed 2. Confirmation of whether the bedroom, queen bed, or our luggage were touched or searched 3. An immediate investigation by Trip.com with the property 4. Appropriate compensation or Refund for this severe violation of guest privacy and safety This is, without question, the worst accommodation experience we have encountered in many years of travel. Photos documenting the situation are attached for your reference. Moved our belongings while we were away. We expect Trip.com’s urgent intervention and a prompt resolution.

It was perfect, everything was perfect