TLDR: Satisfied with the room and food, but the service standard was a letdown. The restaurant at which my "Stay and Dine" room plan's dinner was originally at, was closed that night, and the dinner was changed without prior notice. CS staff (especially CareLine staff) had little knowledge about "Stay and Dine". Asked for follow up in a survey afterwards, and received no response after 1 month.

I booked Agoda Special Offers plan (called "Stay and Dine" at the hotel) for mid Apr which includes breakfast and dinner (around USD 107 a night). Asked the hotel early March via Agoda messaging what the dinner is, and the hotel replied that the dinner will be buffet at Makan Kitchen.

Upon check-in, the front desk staff informed me that the dinner will be a 3-course set at Italian restaurant Tosca, or in room dining. I was upset, but since there's no written terms on what the dinner is in the booking, I didn't argue or raise question. But later when the hotel sent a generic greeting WhatsApp message, I took the chance to clarify with them. WhatsApp CS staff confirmed that Makan Kitchen was closed that night and so the dinner will either be the Italian 3-course set, or RM 60 in-room dining credit.

Although I had to accept the arrangement, I was still disappointed. The alternative just can't compare to the experience of sampling a wide selection of food at a buffet.

When I called the their CareLine (the operator) to ask about ordering in room dining, even after I told the staff my room number and that my room plan includes dinner, she exclaimed as if she's never heard of a room plan that includes dinner. She also seemed impatient and eager to hang up. Supposedly, operators should be able to handle all sorts of enquiries, and should be well versed with what the hotel offers. Clearly, the staff was not well trained on that, and she also needs to align her service standard to what is expected of a 5-star hotel.

After the stay when I received their email asking to complete a survey, I submitted a response about the change of the dinner and the staff's lack of knowledge of "Stay and Dine" plan, and asked for a follow up. 1 month later, nobody reached out, no email or WhatsApp.

So here's a few points that I'd like to make from my experience:

1. May be too few guests book their "Stay and Dine", so staff were not well trained on it. But if there were actually so few guests who book their "Stay and Dine", it should not be too much hassle to inform them of the change in the dinner arrangement. There wasn't even a notice on their website about the restaurant closing.

2. The only reliable CS staff were the WhatsApp ones. Especially the CareLine staff should be re-trained on both knowledge and service standard.

3. When the hotel could not deliver its promise, I expect they make an offer of at least equal value (currently a dinner buffet voucher at Hilton's eshop is sold at RM 189). Neither the RM 60 in room dining credit or a 3-course set compares in value to a buffet.

4. Room was clean, spacious and well maintained. Amenities were great with branded bath products (Crabtree & Evelyn). But only suite rooms have bathtubs. Even "Executive Room" only have shower. In comparison to the nearest 5-star hotel, InterCon KL, every room type has bathtub.

5. Dining was great. Tosca's staff were very polite and attentive but not overly hovering. Dinner was average. Breakfast spread at Makan Kitchen offers Malaysian, Chinese, Indian and Western selections. Food was good too. Reception staff was efficient and the queue moved fast, but I was seated at a table without cutleries and I had to steal from an empty table.

6. There's not even a physical in room dining menu, you will need to download it. The layout of it is really bad, just 2 to 3 items per page so it was difficult to read. === The hotel doesn't live up to my expectation of a 5-star hotel. If nothing went wrong during my stay, I wouldn't be so bothered by the lack of service standard. If I were to come back again, I would just book the plan with breakfast but not "Stay and Dine".