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“Very dissapointed.”

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Sunway Pyramid Hotel
Ranked #6 of 50 Hotels in Petaling Jaya
Reviewed 14 August 2014

This was our second visit to this hotel, we stayed there in 2011 and everything was fine so we thought we would return there once more as the service, treatment and hotel was great back then. Unfortunately, we cannot say the same this time round. Our first interaction with the hotel was the front desk where we would check in, this soured the rest of our stay. the customer service assistant was unfriendly and quite rude and abrupt. Our room was not ready although we arrived half an hour after check in time, we were told to wait an additional hour. Once we returned more than an hour later, we were told to line up and wait in line again, then ignored until we had to be firm for the SA to actually assist us.

We finally made our way to the room, the room itself was clean and had a nice view but we couldn't get a decent sleep because there was a problem with the air conditioner, it was making a very loud noise which gave us all a headache. We didn't bother telling anyone about it because we didn't want to go through the rude service once again.

Another complaint was that when we checked in, the rude SA told us that we would get our deposit money at the time of check out, this was not the case. When we were checking out, we were told that the hotel would refund our deposit early September (a month later!) so that was very disappointing too. We asked to speak to the Manager at this point as we had just had enough, the Manager was very understanding and apologised for the SA's behaviour and for the bad time we'd had.

It is a shame that so much has changed since our last visit to this hotel, even the service from the Bar in the Lobby section in front of the Atrium was atrocious, we ordered some drinks and it took them about 45 minutes to serve us our drinks, which came one by one because they were too busy chatting and laughing they forgot about our order.

We will never stay in the Pyramid hotel ever again, we regret every minute we stayed there and we will not be recommending this hotel to anyone. The money we spent on this room we could have paid less and received proper service elsewhere.

Word of advice, if you are going to be staying there, avoid Jessa ;)

  • Stayed: August 2014, travelled with family
    • Value
    • Cleanliness
    • Service
Review collected in partnership with this hotel
1  Thank Ami V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Taro_Tan, Manager at Sunway Pyramid Hotel, responded to this reviewResponded 20 August 2014

Dear Ami V,

We are very sorry to hear of your inconvenient stay with us during your visit. We have taken note of your feedback and promise to improve further in our services to accommodate our current and future guests.

Thank you for providing us with your comments and we will do our best to improve and hopefully welcome you back again in the future. Thank you for your time and we hope to see you again soon.

Best Regards,
Taro Tan
Hotel Manager
Sunway Resort Hotel & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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974 - 980 of 1,427 reviews

Reviewed 13 August 2014

Perfect for every thing.
Service, Quality & Team Spirit

I'll visit you again next year to see the new innovations.

Thank for Mr. Faizal Ghazali for following up with all guest.
Also, I’ll Like to add my voice to Award Ms. Faridah (The lady in charge for the Fuzion Restaurant) and his team. They are deserve that.
My Regards
Helmi ElAmir

  • Stayed: August 2014, travelled with family
    • Value
    • Location
    • Service
Review collected in partnership with this hotel
Thank Helmi E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Taro_Tan, Manager at Sunway Pyramid Hotel, responded to this reviewResponded 20 August 2014

Dear Helmi E,

Thank you from the bottom of our hearts for such an excellent review provided. It gives us great pleasure to be part of such a memorable moment for you and your family.

We hope that your stay with us has convinced you to return again in the future and should that happen, we will be beyond happy to welcome you back again for another amazing stay. Thank you for writing us this review and have a great day ahead.

Best Regards,
Taro Tan
Hotel Manager
Sunway Resort Hotel & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 August 2014

I have stayed at the Pyramid Tower several times for business, the standard room is no-fuss but clean and equipped with all the basic necessity.

Like many hotels, the Pyramid Tower faces different sides--commercial area, theme park and the highway. Do ask for the side facing the theme park as the view is spectacular. It's directly joined to the Sunway Pyramid, one of the biggest shopping havens in the area, with wide array of shoppe that you can literally shop till you drop. For me, that's a HUGE plus if I travel with family, because the mall has all sorts of eateries to choose from and lots of entertainment to boost.

HOWEVER, the only downside is if you are travel for business, ironing can be a pain. You need to walk to a rather badly-ventilated and dimmed room which is far away from the hotel room to have your clothes ironed.

If you are traveling for holiday with family, this may be an ideal place with the theme park and shopping mall interconnected and travel from one place to another is the least of your worry.

Stayed: July 2014, travelled on business
1  Thank YvonneWoi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Taro_Tan, Manager at Sunway Pyramid Hotel, responded to this reviewResponded 20 August 2014

Dear YvonneWoi,

We appreciate your feedback and we are glad that you had an enjoyable time with us. We hope that the inconvenience caused did not deter your another stay with us and we hope that you will return again for business or family trip soon.

Thank you again for providing us with your feedback and taking the time in writing us this review. Have a great week ahead and we hope to see you again soon.

Best Regards,
Taro Tan
Hotel Manager
Sunway Resort Hotel & Spa

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Reviewed 11 August 2014

This is an average hotel. However, the shopping mall next door and shops across the street make it a wonderful place to stay. There is nothing special about the hotel, lobby, corridors. Just average stuff that one would expect. I could have given it 4 stars but those stars are for the restaurants and shops around and not for the hotel itself. Decoration of the resort next door was cheesy.

On the first day, there was a leakage from the room above. We called the front desk and they immediately got us moved into another room. All conversation was very professional and polite from both sides. However, the person in charge who was sent to look after the move seemed extremely (note: extremely) annoyed, angry and indifferent that such a move was requested. That was disgusting.

Staff experience was mixed. Some had indifferent attitude towards the guests while some were genuine, warm and friendly.

This hotel is not for a stay if you are a tourist in the city of KL. Please move close to the city center for that. We had our work around Sunway city area and hence stayed here.

  • Stayed: July 2014, travelled with family
    • Location
    • Rooms
    • Service
1  Thank Nils_KR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Taro_Tan, Manager at Sunway Pyramid Hotel, responded to this reviewResponded 20 August 2014

Dear Nils_KR,

Thank you for choosing to stay with us here at Pyramid Tower Hotel. Please accept our apologies for the inconvenience faced during your stay and your feedback in regards to the staff experience has been taken note of and provided to the management to improve further.

Thank you again for taking the time in writing us your feedback and review and we hope to see you again soon. Have a great day ahead.

Best Regards,
Taro Tan
Hotel Manager
Sunway Resort Hotel & Spa

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Reviewed 11 August 2014

a special theme hotel, grand and comfortable. a must stay hotel when you are going to sunway lagoon, if not the trip is not complete. connected shopping centre, and a malaysia style food area just outside

  • Stayed: September 2013, travelled as a couple
    • Location
    • Sleep Quality
    • Service
Thank melvintsw
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Taro_Tan, Manager at Sunway Pyramid Hotel, responded to this reviewResponded 20 August 2014

Dear melvintsw,

We appreciate your feedback and would like to thank you for staying with us and taking the time to provide your review. We hope that the inconvenience caused did not deter your stay with us and we hope that you will return again for another stay in the future.
 
Thank you once again for your comments and recommendation.

Best Regards,
Taro Tan
Hotel Manager
Sunway Resort Hotel & Spa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 August 2014

I have stayed at this hotel a couple of times now, the most recent being last month. The staff is super helpful and the rooms are good. I really love the breakfast buffet, there are so many choices in food. Being located at Sunway Pyramid, there is something for everyone, including restaurant choices, shopping, entertainment, the pool, ice rink, etc. There is also a travel agency located very close to the hotel's exit into the mall, if you are looking for a tour. I did not have time to do a tour this trip, so I worked with the hotel concierge to hire an English speaking driver and taxi for 3 hours to go to some of the popular sites, such as the Batu caves, the National Mosque, etc, and that worked out great at a reasonable price. I would definitely stay here again!

  • Stayed: June 2014, travelled on business
    • Sleep Quality
    • Cleanliness
    • Service
Thank jenisej
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Taro_Tan, Manager at Sunway Pyramid Hotel, responded to this reviewResponded 11 August 2014

Dear jenisej,

Thank you once again for choosing to stay with us. We cannot thank you enough for writing us such amazing review. Your words of praise for our services and amenities have brought a smile on each one of us.

Thank you again for writing us this review and we look forward to serve you again!

Best Regards,
Taro Tan
Hotel Manager
Sunway Resort Hotel & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 August 2014

good location, but the pool is to far for us . you have to walk outside and go to other building, overall i like this hotel. will come back latter,,,, we love all the breakfast menu... we love to shooping @ the mall. just shopping whatever u need, i can enjoy my 7 days there..

  • Stayed: July 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Wyhelmina M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Taro_Tan, Manager at Sunway Pyramid Hotel, responded to this reviewResponded 11 August 2014

Dear Wyhelmina M,

We appreciate your feedback and would like to thank you for staying with us and taking the time to provide your review. We hope that the little inconvenience caused did not deter your stay with us and we hope that you will return again for another stay in the future.
 
Thank you once again for your comments and please do contact us if you require any assistance in arranging for another visit.

Best Regards,
Taro Tan
Hotel Manager
Sunway Resort Hotel & Spa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Sunway Pyramid Hotel

Address: Persiaran Lagoon | Bandar Sunway, Petaling Jaya 47500, Malaysia (Formerly Sunway Pyramid Hotel East)
Phone Number:
Region: Malaysia > Selangor > Petaling District > Petaling Jaya
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Spa Hotel in Petaling Jaya
#6 Luxury Hotel in Petaling Jaya
Price Range: £52 - £114 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Sunway Pyramid Hotel 4*
Number of rooms: 564
Official Description (provided by the hotel):
The newly renovated Sunway Pyramid Hotel features 564 Deluxe guestrooms and suites, incorporating new category of family rooms and suites. Guests staying at Sunway Pyramid Hotel have direct access to the leisure facilities available at Sunway Resort Hotel & Spa, which includes the free-form landscape swimming pool and the fitness centre. Strategically located in a bustling suburb of Kuala Lumpur, the Sunway Pyramid Hotel is 35 minutes from Kuala Lumpur International Airport and 25 minutes from the city centre. The hotel forms part of the iconic integrated development Sunway City, a multi-award winning destination that offers a cluster of three (3) hotels with a total of 1,433 guestrooms, suites and pool villas, a theme park and shopping mall. Sunway Pyramid Hotel also features 21 purpose-built family rooms and suites, designed to accommodate an increase in family and leisure travelers to Sunway City. The Family Room is suitable for those travelling with young children for its vibrant interiors and a bunk bed. Whereas the new Family Suite, are amongst the Hotel’s largest rooms offering comfortable spaces, with added extras like two (2) bathrooms, a mini refrigerator, a microwave and bedding options for up to six (6) persons. Guests staying at Sunway Pyramid Hotel will be spoilt for choice when it comes to the extensive food and beverage available in the hotel and choices which are just steps away. At Sunway Pyramid Hotel, located at the hotel’s lobby level is Taste Enclave offering an exciting culinary landscape of 11 specially-selected food eateries and three mini restaurants. For those on-the-go or looking for a quick bite, Kaffeinate is located at the hotel’s main lobby, serves freshly brewed gourmet coffees, specialty teas and a range of light snacks. Alternatively, venture into Sunway Pyramid shopping mall for over 170 food and beverage choices. ... more   less 
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Also Known As:
Pyramid Tower Hotel At Sunway Lagoon Petaling Jaya
Pyramid Hotel At Sunway Lagoon

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