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“Disappointed”

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Hilton Kuala Lumpur
Ranked #12 of 342 Hotels in Kuala Lumpur
Hong Kong
1 review
“Disappointed”
Reviewed 6 July 2010

I booked a Deluxe Plus Room including breakfast for 3 through HotelClub. On the day of my arrival, I was told that the computer system was down, and check-in had to be done manually.
On my first day for breakfast, I was told that breakfast wasn't included. With a 4-year-old in tow, I had to go back to the check-in counter, showing my "backup" paper documents as proof. What makes it ridiculous is that it happened I had to do the same thing day after day even until the day of departure.
The staff in the restaurant is insufficiently trained either. We were forced to seperate into two tables distant apart even though there were tables accomodate for 4 ppl. The staffs take away all the drinkware, which is very uncommon becuase you are limited to drink one kind of drinks (unless you ask for) at a time.
Good thing: Wide selection of food for breakfast. Breathtaking pool view. The sentral station is just a few floors down the hotel. Convenient location esp for those taking the Klia Express to and from the airport.
Look at the St Regis hotel in Beijing, they offer the best-class service, from the time your check-in until the day of check-out.

  • Stayed July 2010, travelled with family
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Helpful?
Thank Heiley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Wellington, New Zealand
Level Contributor
161 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 104 helpful votes
Reviewed 30 June 2010

Simply faultless luxury. Best of all is its ideal location: right next door to KL Sentral station. On arrival at the airport you catch an express train there then wheel your suitcase to the adjacent hotel. KL Sentral is also the hub for all local mass transit - very convenient and efficient while saving you lots on taxi fares. On departure several airlines even have a check-in service there so you don't have to drag your baggage out to the airport again. Great!

  • Stayed June 2010, travelled as a couple
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Helpful?
1 Thank TimSWellington
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
97 reviews
70 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
Reviewed 26 June 2010

WOW, its not often that Im so impressed with the overall experience of a hotel, but this time I was.

Starting with the location. The hotel is adjecent to the sentral trainstation from where you arrive from the airport. After arriving at the trainstation it takes you 2min to get to the reception.

Check-in was very friendly and efficient. Also every customer fets a wet towel to refresh.

Room: big, complete and pleasant. I had a normal room and it consisted of a living/office room, bedroom with cityviews and a bathroom. The bathroom had a seperate bath and shower and a seperate toiletcabin. There were 2big flatscreens in the room.

Breakfast: complete and pleasant. Like any Hilton the breakfast is standardised across all Hiltons and has a wide variety and good quality food.

2small minuses: there is only cabelled internet, not wireless. So you cant go on the internet whilst watching tv on the bed.
My Hilton Honors points have to date (2weeks later) not been credited although printed on the invoice.

  • Stayed June 2010
    • Value
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Helpful?
Thank vastgotta
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney
Level Contributor
11 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 25 June 2010

I've been staying at the Hilton KL Sentral on an on and off basis. Usually starting here and moving to Westin KL for proximity to the shopping and party district. Usually this place is awesome. But in the last 24 months I found it to be heading towards the business hotel style with mediocre customer service.
My current stay is the last straw... During the checking process staff were overwhelm and not very friendly, this coming from a previous stay at a 3/4 star hotel. Checkout my review For hotel Elegance 2 Vietnam.
Upon completion of checkin in there was no assistance with my luggage, they weren't exactly small.The least the reception person could have done was assist and grab a porter. As I start to walk off I got really annoyed and asked very nicely for the porter. No point being rude to people as everything comes down to training. Anyway was checking into a room that wasn't very clean and rundown. Take a look at my pics. I had booked to upgrade to an executive floor and room the following day and was asked if i would like to stay at the normal floor? Easier that changing. My god man why do you think I'm paying more tomorrow?
Anyway I had to checkout and rechecking the next day.
I really don't recommend this hotel to anyone anymore, go to Westin or the Ritz Carlton in the Golden Triangle. Better location and service.
Hilton KL Sentral should learn from Hilton Wang Fu Jing in Beijing China. They're a good baseline of what Hilton KL use to be.

  • Stayed June 2010, travelled as a couple
    • Value
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Helpful?
Thank GuybrushJo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chennai
1 review
Reviewed 22 June 2010

The hotel is located at KL Sentral area, very easy to access LRT/MRT system to reach any part of the city. I have enjoyed complimentary break fast wich is mixed of european/malaysian dishes.

  • Stayed April 2009, travelled on business
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Helpful?
Thank Kuttychennai
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Southampton, United Kingdom
Level Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 19 June 2010

This is probably the best hotel i've ever stayed in. Firstly the location is good, being opposite KL Sentral. Therefore you can get the KLIA Express from the airport which takes 28mins, and probably be checked into your room fifteen minutes later. What I liked so much about this hotel was the quality of service from the staff. They always made me feel welcome, nothing was too much trouble, they wanted to help with anything they could, and it was always with a smile. The room was very spacious, and had everything you could possibly want when your away from home. Once in the room, I had no problem with external noise from other rooms or people walking around the same floor, going in and out of rooms etc. You really felt like you were on your own, away from everyone else once you had closed your door. I think this is important in Kuala Lumpur. It is a busy city, and the feeling of being away from the hustle and bustle of the outside world, and being relaxed really was an important characteristic of this hotel for me. I must mention the shower in my room. You can use the normal shower if you want, however during my stay in hilton, I always used the rainfall shower, usually twice a day! After a day of walking around kuala lumpur in the tropical heat, along dusty roads, and all the rest of it. Ten minutes (or more in my case) under the rainfall shower was the perfect remedy. The toiletries provided in your room supplement the wash facilities perfectly. You'll find everything you need in your room, to make your stay stress free. A copy of the star newspaper waiting for you outside your door each morning was a nice touch. They pretty much have everything covered at the hilton, and i'll recommend it to anyone who wants my advice. I checked out of the hotel feeling disappointed to be leaving, which is definitely a good sign. I'll have good memories of my stay here, that will be with me for many years I think. Though the hilton is predominantly a business hotel. Tourists staying here will truly benefit from a first class experience, which make your time in kuala lumpur all the more memorable!

  • Stayed June 2010, travelled solo
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Helpful?
Thank aoraki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bath, United Kingdom
Level Contributor
30 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 18 June 2010

The review title says it all, this Hilton has bigger rooms, better prices, nicer food, better views, and to top it all, is right opposite the KLIA express station, so directly acessible at a low price from the airport.

For leisure and business in KL, you can't do much better than this unless you pay a lot lot more.

If you like Hiltons, you'll like this more than the rest. If you don't like Hiltons, you'll like this hotel anyway !

  • Stayed February 2010, travelled on business
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Helpful?
Thank Somersetpubspy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hilton Kuala Lumpur

Property: 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
#12 Luxury Hotel in Kuala Lumpur
#19 Romantic Hotel in Kuala Lumpur
#20 Family Hotel in Kuala Lumpur
Price Range (Based on Average Rates): £
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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