Introduction Booked 3 rooms, all Superior rooms and as per Platinum benefit, 1 room got upgraded to Family room since there were 3 people in that particular room. Main Cardholder was in the Family room and given Executive Lounge Access.Arrival to hotel was late at night around 8+pm due to there being only 1 flight departing from Singapore as we took SilkAir. Welcome drink voucher given immediatly upon check in.Lobby is very spacious and by far one of the biggest I have encountered at an Accor Hotel. But let's be honest, big doesn't necessarily mean good. As you can see from the picture, it's a big and spacious lobby but to empty. Room We were given two rooms on Level 11 and one room on Level 22, which the Executive lounge is also located at. Rooms are big. Very spacious rooms however design of rooms are minimal. Hotel rooms are starting to show its age and very little maintenance/upkeep done, expected as with most hotels in Malaysia.Halfway through my stay, the door lock malfunctioned and thus, I could not enter my room for nearly an hour. The duty manager tried to use his master key to open the door but it appers to be a mechanical issue and thus, render the master key useless.Therefore, the hotel called the engineering crew to come to the room to see if they could open the door. They failed and had to fall back to their last resort. Which was using a metal rod, sticking it under the door and hoping for the best as they tried their best to hook it to the other door handle and manually pulling the door open. This all happened around 10-11pm. After they finally opened the door, the duty manager offered to move us to another room as they couldn't fix the door lock immediately and had to send it back to the manufacturer. We shugged our shoulders as we were tired and it was late and we had to pack all our stuff up to move rooms. The following day, I met with the Hotel Manager and he explained to me the whole situation and apologised for the inconvenience caused. As we were checking out on the day itself, he offered to provide transport for my whole family to the airport as a customer recovery. Overall, I do not entirely blame the hotel for the door lock failling but I suspect it broke due to low maintenance. Service Service at the hotel is average. No one at the hotel is really pro-active enough to check if the guest are enjoying their stay. But perhaps I believe it is due to location and culture. Service in Malaysia per say is not fantastic to compared countries like Thailand/Vietnam. Dining This was the biggest let down of the hotel. Food at the main restaurant, Puzzle was niether here nor there. We had 2 dinners at the hotel, both Ala carte, the first dinner, the food was pretty good however the second dinner, which most of us reordered the same dishes was HORRIBILE. The consistency just doesn't seem to stick. Service was also sub-par with water taking 20 mins to serve and food taking 30 mins to serve when the restuaurant was empty. Thus, there could be no explanation on why they took that long. Even though service staff tried to offer Coffee/Tea as compesation for the slow service, no reason why service lagged so much when the restaurant was empty. Executive Lounge The Executive Lounge here is by far, the biggest I have ever seen! The numerous number of windows allow brgiht light to shine in and giving the lounge a spacious appeal. Food offering here is above average. Staff here is generally more attentive and offer better service compared to the restaurant. Breakfast selection here is small but perks are that the lounge is far quiter than the main restaurant. Evening Cocktails food selection is generally fine. Overall Overall, this is the worst Pullman I have ever visited. But if I were to put in context that I was in Malaysia and the hotel is atleast 9 years old. I'll conisder the hotel as average. I have no choice but to stay here again as there are not many International Hotels in Kuching and the Hilton is worst than the Pullman in my opinion.