"A nightmare turned fair. "
I have got to give the team some credit for saving our 4 nights stay at the hotel. The trip started on a shockingly frustrating note, as reviewed by my wife on the 1st of November. The stay ended positively for my family with the faith in SPG hotels slightly shaken but not broken. Although I still doubt they have sorted out my missing SPG membership reference... My advice for the KL team is to never fall into complacency in such a tightly competitive market and prevention is definitely better than a rushed cure.
"Return Stay "
Although it's been over a year since our last trip we are as usual happy to be back. Location of the hotel is faultless. Just opposite is Pavillon Shopping and Star Hill and Lot 10 Shopping Malls are a stroll away on the same side. Plus if up to a walk KLCC is walkable under cover as well so for those shopaholics this hotel is the one to stay. The Executive Lounge on the 3rd Floor is a great place and Breakfast is a good spread of choices from local nasi lemak to western food like omelettes, cereals, cheese or croissants etc topped with jam or natural honey. As always the staffs are polite and forever helpful and friendly.
"Appalling Accommodation Definitely NOT 5 Star"
The grand entrance is a sham to the absolutely appalling accommodation in this "5 star" hotel. We booked Club Lounge room and were met with a room that had the wall paper peeling from the walls, not cleaned properly with mould around the air conditioning duct. I asked to be moved and they put us in another room that was similar - wall paper peeling from the walls, scuff marks along the walls, badly made beds and dirty floors. We were subsequently moved to a third room that had just freshly been cleaned however still extremely disappointing. We had to ask maintenance to open a window for us so we could get the smell of detergent out of the room. I was absolutely horrified by the shocking state of the rooms. The Club Lounge area was not much better with once again peeling wallpaper, stained seating and air conditioning that could not be controlled by staff so it was constantly freezing! The two positives were the food and staff. The food was probably some of the best I've tried in Malaysia with amazing pastry chefs. The staff were warm and welcoming and tried their very best in an appalling hotel. There are other better hotels in KL that are truly 5 star. Do yourselves a huge favour and avoid the Westin as you will be severely disappointed and disgusted with the lack of cleanliness and care of the bedrooms!
"Really Good Bed"
The room quite spacious for a standard deluxe room but the bed is something else. They really up to expectation with their signature bedding. For shopping, you can just walk going to the Pavilion Shopping Mall but really not recommended to drive as the area in front of the hotel is one of the congested area if not the most congested. Only 1 minor complaint. I requested for a scissor but it took them around 15 minutes to bring it over to my room. I had to call them twice asking status of the same.
"Bad first impression"
I'm staying here right now. First impression was very bad. I have high expectations of this place and for the price that we paid for. My family of four reached the hotel at 6pm, definitely not an early check in but was made to wait because the room was not ready. AT SIX IN THE EVENING. Shouldn't the hotel prepared the room earlier' I had a crying infant and an agitated toddler with me. We had travelled the whole day and was looking forward to a nice stay at this 5 star hotel. Was asked to wait in the lounge. We went to the lift and was not told which floor to go to and had to find our own. Was kept waiting for an hour before getting the place we booked for; two bedroom residence WTHOUT COMPENSATION, nothing. Heck, no access to lounge, no breakfast. Just one simple sorry without much explanation. Does this mean I can check out on 7pm as well' I'm staying here for four nights and I definitely would not come back. What a start to my holiday. Money wasted for sure.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM