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“A hotel for business rather than tourists”

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Hilton Kuala Lumpur
Ranked #12 of 347 Hotels in Kuala Lumpur
Certificate of Excellence
Reviewed 25 February 2013

I have often stayed at the Hilton, and while i like the decor i have consistently found their customer service below the level of other equal hotels. I stayed at the Hilton in KL Sentral for 5-6 days in January- February this year. The location ( adjacent to a central train station) makes it easy to reach the airport and other parts of Malaysia. However, by foot there is very little to see directly around the hotel. The lobby was dated and less impressive in design. The rooms on the other hand were large, modern and immaculate. Prices for food and drink were very expensive, although the cost of the hotel rooms was much more afforadable than other Hilton hotels. Free Internet was only in the lobby. The swipe cards for both the lifts and rooms consistently didnt work, which was extremely frustrating. The spa rooms and treatments were lovely. The live night entertainment at Zeta Bar (Sonic when i was there) was indeed a highlight for me, although the large proportion of business guests did attract working girls. My main issue was with customer service isolated to the concierge service. The concierge service could only recommend a few tourist tours. They were not aware of the top tours recommended by trip advisor, neither were they keen to find out the information. Their information was not always the most accurate. To top it, on my last day i requested a taxi to take me to the airport. The concierge insisted ( with a smile) that i take the hotel taxi ( twice the cost of the usual taxi) and refused to call a normal taxi because he could not guarantee my safety. This was after i arrived in a normal taxi, had taken a normal taxi to the airport twice previously from the hotel ( arranged through other staff rather than the concierge) and had taken a normal taxi to see other sites in KL. Despite trying to explain this to the man, he still insisted that he could only call a hotel taxi according to policy. So i took my 2 large bags and lugged them to the train station where i caught a normal taxi. What a disappointing way to finish my stay with the Hilton. All in all, this hotel is designed more for the business man/woman, not the tourist. I'ld recommend trying a different hotel if you want to actually just enjoy KL.

Room Tip: Need a room with the view - usually the double beds and higher numbers. ( The single beds have bad...
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  • Stayed: January 2013, travelled solo
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2  Thank lozz26
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton_Kuala_Lumpur, General Manager at Hilton Kuala Lumpur, responded to this reviewResponded 8 March 2013

Dear Guest,

Greetings from Hilton Kuala Lumpur!

I would like to thank you for taking the time to provide the hotel feedback on your recent stay experience at the Hilton Kuala Lumpur. I always appreciate hearing from our guests - including places of improvement.

Please rest assured that I have taken the time to personally discuss the concerns you raised with the hotel team members, ensuring the team members focus on providing memorable experiences for all guests that stay with us.

We hope to have the opportunity to welcome you back to our hotel sometime in the future.

Best Regards,

Daniel Welk
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2,682 - 2,688 of 4,187 reviews

Reviewed 23 February 2013

We are staying here for 4 nights. The location is far from KLCC but we used the metro for everything as its connected to the hotel or at least across from it. The hotel is nice, they upgraded us for free to an exec suite which was nice. The only quam i have is the lobby smells like smoke everywhere and our room did a bit too. They really should ban smoking. Also the hotel is under renovation. Other than that its a good, comfortable hotel for the price.

  • Stayed: February 2013, travelled with family
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Thank Tahnya110
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton_Kuala_Lumpur, General Manager at Hilton Kuala Lumpur, responded to this reviewResponded 8 March 2013

Dear Guest,

Greetings from Hilton Kuala Lumpur!

I would like to thank you for taking the time to provide the hotel feedback on your recent stay experience at Hilton Kuala Lumpur.

Customer feedback is vital to the hotel, ensuring the hotel team can continually improve hotel services and offerings and your comment on the smoke smell is duly noted.

The team and I look forward to welcoming you back to the hotel soon.

Best Regards,

Daniel Welk
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 February 2013

The Hilton at KL Sentral is just so convenient for the airport (30 mins via KLIA Express) and my office (one block away). Twinned with Le Meridien, with which it shares a very long swimming pool on the 9th floor. Good Chinese restaurant in the hotel. Good quality rooms and a great buffet breakfast, where you can sample truly food from around the world. Great location for going downtown, with China town just one stop on the train.

  • Stayed: March 2012, travelled on business
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Thank Rod C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton_Kuala_Lumpur, General Manager at Hilton Kuala Lumpur, responded to this reviewResponded 27 February 2013

Dear Mr. Rod,

Warm greetings from Hilton Kuala Lumpur!

Thank you very much for your review. I am glad that you found the location and service levels of the hotel to your satisfaction.

We look forward with pleasure to welcome you back to the hotel again.

Best Regards,

Daniel Welk
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 February 2013

For the price you pay and the five star rating, you'd expect the wifi to be free and breakfast included. It's above the main station and convenient to get to the airport, but there's little else nearby. I won't be staying here again. Go to the Novotel instead.

  • Stayed: February 2013
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Thank Malachite_Man_
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton_Kuala_Lumpur, General Manager at Hilton Kuala Lumpur, responded to this reviewResponded 7 March 2013

Dear Guest,

Greetings from Hilton Kuala Lumpur!

I would like to thank you for taking the time to provide the hotel feedback on your recent stay experience at Hilton Kuala Lumpur.

Customer feedback is vital to the hotel, ensuring the hotel team can continually improve hotel services and offerings.

The team and I look forward to welcoming you back to the hotel soon.

Best Regards,

Daniel Welk
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 February 2013

the place is clean, tidy and hospitality is awesome.
breakfast area made it bit crowded, but over all it was a luxurious stay.
bed room view was city lights and road view. @ night it looked beautiful.
quality and service was really appreciable. there was not much varieties in vegetarian meal on that day.
we had group package and our manager described how we want our food. they tried their level best to make it as per our requirement.
thumbs up for the stay :)

  • Stayed: August 2012, travelled as a couple
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Thank swatiprinceshah
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton_Kuala_Lumpur, General Manager at Hilton Kuala Lumpur, responded to this reviewResponded 27 February 2013

Dear Guest,

Warm greetings from Hilton Kuala Lumpur!

Thank you very much for taking the time to share your experience. I am glad you found the location and service levels of the hotel to your satisfaction.

We look forward with pleasure to welcome you back to the hotel again.

Best Regards,

Daniel Welk
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 February 2013

I stayed at the hotel yesterday as part of a presentation tour. Getting to the hotel was a breeze -- just took the comfortable, clean Klia ekspress train from the airport to the central station (with free wifi, although it was a bit patchy once we left the airport), then a five-minute walk following the signs to the hotel. I had a complimentary upgrade, the room was lovely, with convenient desk and power sockets, and a socket next to the bed. There was a price for the internet, but it was a solid, speedy connection and I was able to use several devices for the same price. The light switches were a bit complicated -- it took me a while to hunt them all down to get the room dark. I used the well-equipped gym and swam in the (long, sinuous) pool (high floor, lovely view) first thing in the morning. The lifts are currently undergoing renovation which created lines and slowed down some of the travel between floors.

  • Stayed: February 2013, travelled on business
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1  Thank TimoElliott
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton_Kuala_Lumpur, General Manager at Hilton Kuala Lumpur, responded to this reviewResponded 27 February 2013

Dear Mr. Timo,

Warm greetings from Hilton Kuala Lumpur!

Thnak you very much for taking the time to share your experience. I am glad that you found the location and service levels of the hotel to your satisfaction.

We look forward with pleasure to welcome you back to the hotel again!

Best Regards,

Daniel Welk
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 February 2013

I stayed at the hotel between 11th and 13th of this month. I was invited to KL by a business partner and thus he made the bookings. I arrived early in the morning after a not so comfortable flight.
The lady in the reception with some Indian sounding name was totally unhelpful. She said the booking could not be found. So I called my contact and he requested me to handover the phone to the receptionist but she refused to speak to him. She just kept saying I will not speak to anyone and just give me the booking number. My contact said he was a paid member of the hotel's membership program and asked me to contact them before he gets ready and comes to the hotel . Again the lady refused to share any information of the membership program, she behaved like there was no such program and she has no clue.
It was nearly an hour and I was quite irritated by then. So I asked for new room and paid and checked in. Later in the day my business partner came to the hotel and got my booking changed. And guess what the lady in the reception didn't even bother to apologize.

Breakfast used to get over well before 10 am and they don;t even make an attempt to serve you. You will see waiters running around pretending to be busy but try to avoid looking at customers.

I thought the attitude towards Asians at Hilton Paddignton was an isolated case but to face it again in asia was way too much.

Room Tip: just stay next doors at Le meridian
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  • Stayed: February 2013, travelled on business
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Thank Darshan M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton_Kuala_Lumpur, General Manager at Hilton Kuala Lumpur, responded to this reviewResponded 7 March 2013

Dear Mr. Darshan,

Greetings from Hilton Kuala Lumpur!

First and foremost, please accept my sincere apologies in relation to the experience you received during your recent stay.

Rest assured, I have taken the time to personally discuss this isolated incident with the hotel team members, ensuring the team members focus on providing memorable experiences for all guests that stay at Hilton Kuala Lumpur.

Mr. Darshan, the team and I hope that despite your disappointment on this occasion, the hotel will have the opportunity to welcome you back to our hotel sometime in the near future.

Best Regards,

Daniel Welk
General Manager

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 Hilton Kuala Lumpur

Address: 3 Jalan Stesen Sentral, Kuala Lumpur 50470, Malaysia
Phone Number:
Region: Malaysia > Wilayah Persekutuan > Kuala Lumpur
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#8 Spa Hotel in Kuala Lumpur
#9 Business Hotel in Kuala Lumpur
#11 Luxury Hotel in Kuala Lumpur
#19 Romantic Hotel in Kuala Lumpur
#20 Family Hotel in Kuala Lumpur
Price Range: £64 - £161 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Hilton Kuala Lumpur 5*
Number of rooms: 499
Official Description (provided by the hotel):
Experience this vibrant city at its best at the Hilton Kuala Lumpur hotel, located just 28 minutes from Kuala Lumpur International Airport and 33 minutes from Kuala Lumpur International Airport 2 by KLIA Ekspres train. Gaze out on Kuala Lumpur's city center while swimming laps of the hotel pool, featuring a tropical sun deck, or indulge in a holistic spa treatment. The hotel boasts 14 lavish meeting rooms including the magnificent Grand Ballroom, mid-size Sentral Ballroom and the sophisticated multi-event leveL7even. Services for meetings, events and outside catering are designed to meet every event need. Executive rooms and suites include access to the Executive Lounge and complimentary WiFi. Experience an array of additional benefits including complimentary breakfast, afternoon tea, all-day refreshments, and evening cocktails. The hotel provides 10 stellar choices for dining and entertainment, from business brunches to pre-dinner drinks and everything in between. Hilton Kuala Lumpur has been awarded Malaysia's Leading Business Hotel 2015 by The World Travel Awards™. The hotel's modern European restaurant, GRAZE won accolade as Malaysia Tatler – Best Restaurant 2015. Hilton Kuala Lumpur also won the TripAdvisor Travelers’ Choice® award for 2015 in the Top 25 Luxury Hotels – Malaysia category. ... more   less 
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Also Known As:
Hilton Kuala Lumpur Hotel Kuala Lumpur
Hilton International Kuala Lumpur
Kuala Lumpur Hilton

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