This part of our trip was supposed to my treat to myself for my 40th birthday so I booked a club suite. I have never in all the hotels I've stayed in been so disappointed by the standards as I was at this hotel. We arrived having finally negotiated our way from train station to the monorail station. Reception made a fuss about the fact they were putting us in a corner suite and I have to say the views of the Petronas Towers and the Kuala Lumpur Tower by day were amazing but by night were superb. The problem was the suite. I was so tickled by the whole experience when we first walked in. There is a small lobby with a toilet on the left hand side then you walk into the sitting room/study area, then through some double doors into the bedroom. Off the bedroom are a dressing room and the bathroom which had two sinks and two showers. On first sight everything seemed wonderful.
My husband discovered a number of black hairs on the floor by the far side of the bed. We called the operator on first calling nobody answered, I called a minute later explained the problem to the person and they said they would send somebody up. Half an hour later nobody had arrived. My husband then tried calling and nobody answered the phone. As he works in the hotel industry he was extremely annoyed because if someone had been having a medical emergency they would have been left high and dry. So he put on his robe (it was 11.30pm at this point) and went down to reception and asked to speak to the duty manager. They came up very apologetic, my husband had to follow the person with the hoover round the bedroom because they didn't seem to be paying attention to what they were doing.
On going down to breakfast the next morning I was very impressed by the large array of items on offer, my husband was especially delighted by the fact ice-cream and a chocolate fountain were on offer. I really liked the fact they had a juice bar and you could get fresh smoothies and juices. However, the hot breakfast really let this down for me it really was very poor by the standard of the other hotels I've stayed in. The sausages were not nice and I've had far better omelettes elsewhere. I was disenchanted with the whole thing and I found the staff really were not that attentive and the air conditioning had me almost frozen in my seat. The worst part of the breakfast experience was yet to come. On entering the corridor to go to the bathroom the smell of urine the whole way down the corridor to the bathroom was really strong like it was leaking somewhere. The wallpaper fitting in the toilet was not flush to the corners and the seat covers had not been put into the holder properly so were coming out in clumps. We spoke to the manager on duty that day and as way of an apology he offered us a limousine to the airport or dinner for the two of us on the house. Given the issues we had had with the public transport we chose the offer of the complimentary limousine.
That wasn't the end of the issues but at that point my husband told me not to bother to complain again because in his experience people who complained were simply looking to get a free stay out of the hotel so I did not tell them the next litany of issues. It seemed that all the staff had discussed the issue with the lack of hovering in our room and the cleaner kept coming to our door to give us water, to see if things were ok and at one point stopped us in the corridor to state that she had not been the one who cleaned it the previous day but it should now be perfect.
Maybe I was just now hyper alert to everything but I don't believe in a five star hotel that the pencil which is kept with the writing pad should be left for the next guest completely chewed and gnawed, there was a massive chip missing to the bottom of the glass door into the toilet in the bathroom which someone could damage their foot on, quite a number of the large tiles were not flush to the wall and in some places were sticking out half an inch more than those around it. After bumping into the cleaner and hearing her comments my husband checked the two upper shelves in the dressing room to find they were thick with dust. Part of the service for the club suite is for 6 items of clothing to be laundered and ironed. On checking they had not bothered to leave us a laundry bag. When I did get the bag and form I stated that I wanted them to be folded on the form, they came back on hangers and it was the worst ironing job I have ever seen. One of my items was a maxi dress and from half way down to the bottom it had not been ironed and the hem was still folded back on itself in places. If your service isn’t going to be top class don’t bother offering a complimentary laundering service.
I can report on going to breakfast on our last morning the smell from the corridor to the toilets had gone. On checking to see if the manager had put on a complimentary limousine the lady at reception seemed very put out and stated a taxi had been ordered it almost felt like that she changed what had been offered to us on the system from a limousine to a taxi but at that point I just wanted to leave so any form of transport was fine with me and given what my husband had said I was not going to say anything further about our stay.
I do have to state the positives - the club lounge is wonderful and the staff there are really nice, we actually didn't make it out for dinner one night because the nibbles of beef that they had put on were so incredibly tender and moist we just kept going back for more. The cocktails aren't world class but are pleasant. I really liked the pool area as well. One of the highlights of the trip to KL was watching the most amazing thunder storm from our room and it was the view from the room that allowed me to watch that incredible show.
This did not rate as a five star hotel for me and given the amazing treatment we had received in the Berjaya in Langkawi which was not a 5 star hotel it put the Sheraton to shame and frankly put me off using any of their hotels in the future. On doing searches for hotels now I won't even check out what is on offer from the Sheraton brand.
- Official Description (provided by the hotel):
- Nestled in the city center and just steps away from the city monorail and LRT lines, the hotel offers seamless access to Kuala Lumpur's main attractions making it just minutes away from the city's best shopping and dining venues. For your stay, explore our Sheraton Club Suite which offers panoramic vistas of the city skyline and extra in-stay benefits with great value. Dine in our award winning Celestial Court restaurant for an authentic Chinese dining experience or a romantic dinner at a free-standing trattoria styled after a rustic country home, Villa Danieli. ... more less
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- Also Known As:
- Sheraton Kuala Lumpur
- Kuala Lumpur Sheraton
- Sheraton Imperial Kuala Lumpur