Marina McGee
Google
We booked a 2 bedroom apartment which wasn’t available for us when we arrived due to us arriving early morning . We are a family of 4 who had travelled from the UK and we were all tired from our journey . There was nowhere to sit in the lobby except the restaurant . There was a huge tour group gathering in the lobby which was really noisy and made check-in hard due to the noise of the tour group . I don’t know why the hotel isn’t able to offer tour groups a conference room to keep the lobby less busy and noisy for other guests . I know it’s a city centre hotel but the atmosphere in arriving did not feel relaxing or luxurious . It was like being in a train or bus station .As it was busy with coaches and the large groups , we weren’t met by any porters, which is surprising for a 5 star hotel .
We were told our room would be ready sometime after 3pm. This was at 8.30am .No offer to contact us when it was ready. We could leave our luggage with concierge but note your luggage is just left on a baggage trolley in the lobby and it isn’t locked in a room . We had to take the hand luggage we had travelled with us as it didn’t feel secure to leave with the luggage . We asked if there was anywhere we could freshen up following our journey - told we
Couldn’t have a room to shower and freshen up with. We were told to go to another floor - language barrier with tiredness and the noisy lobby made it hard to understand but we were sent to a floor where we were told we could wait for our room . We thought it was a lounge area but was in fact the floor with the gym , swimming pool and a dining area serving breakfast for apartment guests. the first person we met didn’t seem to think we could come in, even though we had checked in and paid the deposit. We didn’t expect or want breakfast, we just wanted to sit and wait comfortably for our room and freshen up . I was ready to leave the hotel at this point and go elsewhere .
A lovely helpful lady did understand our situation and she allowed us into the restaurant , although we were shown to a table that was outside the main area near to where there was an outdoor kitchen, which was grubby. We were kindly given some drinks and pastries from the breakfast buffet which was welcome and we did appreciate her kindness .
We decided that we could not sit here until 3pm as it was only 9am ! We waited until 10pm for the shops in Pavilion to open . We wandered around the Mall ( with all our hand luggage ) until the afternoon and went back hoping the room would be ready .
The room was ready but as soon as we entered the room we were hit with a strong smell of cigarette smoke . The room was spacious and bright . Plenty of space for families. However , it had dated decor and did not feel clean. The bathrooms are also dated and overall it felt scruffy . We were so exhausted we just wanted to sleep and hoped the cigarette smell might go. A couple of hours later , the room still smelt of smoke. we raised this at front desk who sent housekeeping in - who sprayed a small area with fabric freshener. This wasn’t adequate to remove the smell so had to ask whether there was another room we could move to. We ended up moving to another room , which didn’t have the same view as the first one , but it didn’t smell of cigarette smoke . It was still a dated and grubby room though . I don’t know why other reviews praise the cleanliness , I didn’t think it was clean . In fact the bathroom sinks were clearly not wiped , as toothpaste marks were still there each day. We also noticed after the first day that cigarette smoke smells were coming though into the main bedroom - we don’t know where this smell was coming from.
It is a good location for being in the Bukit Bintang area and staff do respond quickly to your concerns . However it is not a hotel that I would return to , or recommend to anyone .
