Great hotel....love itComment of K. Andy , Indonesia the 2016-03-22
"Not quite there "
Visited for business in 2017, Marriott gold member. I will start by saying my expectations of a newly refurbished JW Marriott are quite high so this is written in the context of that. Called to confirm reservation in advance, helpful agent, told me to go straight to the lounge to check in which was good and I would not have known. Lounge check in was pleasant, upgraded to a junior suite. The room is very nicely decorated post refurb, comfortable bed, good water pressure. My one criticism is that there isn’t a USB port anywhere in the room, most hotels these days have them either in the desk or in the clock or similar. I find it odd not to have one in a new room but ok, my fault for not bringing it. The gym is fairly basic but manageable, strangely there was someone working out in there in just his shorts, no shoes and no shirt, call me old fashioned but I prefer people to wear clothes in the gym and that’s normally part of the entry policy. Two members of staff were stood outside watching but didn’t say anything as far as I could tell. The lifts in this hotel are one of its major pain points, at peak time it’s a Long wait. One morning 4 of them were out of service, this was frankly ridiculous and anyone on the lower floors couldn’t get down as the lifts were full by the time they reached them. I informed a member of staff of the situation downstairs but he didn’t seem as horrified as me, having 4 out of 6 lifts out of service at 7am is going to give you a lot of unhappy customers (me included). Breakfast, another major failing, personally I don’t like to eat my breakfast in a black room with pumping house music but that’s what Shook, the main restaurant offers. Day 2 I tried the lounge and this was a shambles, very limited selection which I do expect in a lounge but I’m talking like really really limited. And every time something ran out the poor guy would disappear for a long time then come back, then other things had run out and he disappears again, repeat. Not his fault, they need more people and a bit more of a selection. Room service, the mostly Arabic menu looked nice but the girl on the phone had limited knowledge of any of the items which is hard as there aren’t really descriptions, I ended up googling what things are. Food arrived 40 minutes later stone cold. There is no mini bar for snacks in this hotel''! No peanuts, no chocolate bars, I also find this very odd, I have never been in a major brand hotel without. Oh and no Nespresso machine, a nice to have as most hotels do these days but not even in the suite. Last frustration, driveway management, so the drive way is quite small but if you actively manage it, it can be smooth. On both mornings I had to sit and wait in my taxi while people in front loaded or unloaded. Honestly this was avoidable both times if someone assertively managed traffic. One time I got out and complained and he pointed at a car without a driver...well don’t let him do that, it’s your driveway and it’s your job to manage it. Based on my experience the target market of this hotel is large groups rather than lone business travellers, there are so many other nice hotels in KL I am unlikely to return.
"It is all about service"
Braced for a potentially nasty encounter when checking in without having given prior notice to the loyalty club agent to make the booking, all was smoothed over by Jeannie at the hotel Reception. There was no need to even engage the things in the loyalty club. The room was surely nice, as expected of all high end hotels but ultimately, what matters is the service and the deciding factor in wanting to go back to the hotel. There was no problem negotiating short term parking at the front of the hotel while sorting out the booking and check-in process. Ultimately, when the hotel personnel knows what to do, all things will fall into place and the smile will surely emerge.
"A shopper's dream hotel"
If you're looking for an amazing hotel in the heart of the KL shopping district, look no further. Due to our business travel status, we got upgraded to a king suite on floor 27, which was a very spacious and newly renovated room with great views. Yes, there is still some renovation happening so the elevators are a bit crowded/slow, but our travel was for vacation and complaining about a few extra moments waiting for an elevator seems MORE than spoiled. The breakfast buffet at Shook was plentiful, delicious and in a beautiful setting. The business lounge was fully staffed with lovely and well-trained personnel and served a nice happy hour spread of treats (that could be dinner if you're so inclined) and wine/drinks. The gym was above average and appropriately spacious for the size hotel. The wifi was strong throughout the property and the overall experience a great one. It was the perfect start to our vacation!
I stayed 2 nights in this hotel,excellent location,friendly service.when i was there in the month of August, the lobby was under renovation. Rest all was good. Breakfast was very good.Room was spacious, good shower.wifi was good.i recommend and would stay here again. Good service team.
"Beautiful Redesign, Wonderful Service"
The JW Marriott Kuala Lumpur is a beautiful and modern, newly redesigned hotel in the midst of Bukit Bintang and all of its high end shops and streets. The hotel is at the end of a massive reconstruction project that has yielded a cutting edge experience. There is, as of our visit, no evidence of (in sight or sound) major construction as the guest rooms, lobby, gym and spa floor as well as the Elite Lounge are complete. The elevators are half way there and in the older lifts, you can see the previous old world design and more aptly appreciate the work. The hotel is busy but the turnout for cars is organized and always kept moving by the verity attentive door staff. Upon arriving, we were escorted to the Elite Lounge for check in - a very nice, private touch. The lounge is complete with refreshments and spirits and a completely devoted staff - friendly and attentive. Our rooms, again completely redesigned, were huge with spacious work areas, refreshments/coffee station and a marvelous bathroom with tub and shower in an enclosed wet room. Air conditioning was perfectly controlled and we had a wonderful view. The JW lived up to our expectations and be sure to check out the maze of restaurants on the UL floor - we had a stellar Lebanese lunch there.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 2:00 PM , Check-out: 12:00 PM
The refurbishment work is scheduled from 10am until 6pm and the programme will be completed by September 2017.
Please note that the swimming pool, fitness center and the main lobby are inaccessible, due to remodelling. Alternative pool and gym facilities are arranged at the neighbour hotel. Front office is now located in the lower ground lobby.