Ascott Kuala Lumpur — Hotel in Kuala Lumpur

I recently stayed at Ascott Kuala Lumpur, and unfortunately, my experience fell far short of expectations due to numerous issues, primarily with service and cleanliness.

From the moment we arrived, the service left much to be desired. While check-in was relatively smooth, it quickly became apparent that the staff was ill-equipped to handle problems when they arose. On our second day, we discovered baby cockroaches in the bathroom. We reported this to the receptionist, who apologized and simply sprayed pesticide in our room. This left the space smelling overwhelmingly toxic, and to our dismay, we found more baby cockroaches upon returning after a long day out.

After waiting 30 to 40 minutes for a response to our follow-up call regarding a solution, we had to visit the front desk to inquire ourselves. The staff informed us that they were checking for available rooms and would move us, but it took considerable time to resolve the issue. Eventually, we were moved from the 13th floor to the 6th floor—a significant downgrade, as the new room was considerably noisier.

Upon shifting to the new room, there was no follow-up check-in to see how we were doing or to ensure our satisfaction. This lack of communication only added to our frustration. Unfortunately, on our last day, we encountered more cockroaches, this time in the kitchen. When we mentioned this during checkout, the receptionist merely offered another generic apology without any acknowledgment of the severity of our experience.

After returning home, I reached out via email to the hotel management to express my concerns. The response I received was disappointingly standard, mirroring the type of replies they often give in their public reviews. This lack of genuine service recovery made it clear that customer satisfaction was not a priority for them.

Overall, my stay at Ascott Kuala Lumpur was marred by poor service and cleanliness issues that significantly impacted our experience. I would not recommend this hotel unless there are assurances that these problems have been addressed. A hotel stay should provide comfort and peace of mind, and sadly, this was not the...

Should have read these reviews before we booked the place.

Disappointing Stay - Absolutely not worth 5 Stars

I did not have high expectations, and just assumed it to be a regular 5 star hotel. Unfortunately, it did not live up to its rating. The room facilities were extremely dated, which was a big letdown. The bathtubs were cracked and had holes filled with silicone. The breakfast was very basic, and the food was downright bad—definitely not what you'd expect from a hotel of this supposed caliber. The milk served with the cereal was room temperature, borderline warm given that it was placed next to hot food. Staff were baffled when I asked if there was chilled milk. Perhaps placing the milk bottle in an ice bowl would have done the trick.

The staff were friendly and accommodating, and they did provide us with an early check-in, which we appreciated. However, the first room they gave us had a terrible stench of sewerage, made worse with an attempt at masking it by a strong room perfume. We asked to be moved (had to wait almost an hour despite being told it was just requiring a final check through and should be ready in a few minutes), but the second room also had the same sewer smell, though not as overpowering, so we just accepted it. Looks like a recurring issue, given all the other reviews we just read.

To make matters worse, the kitchen cupboards in our suite had dead cockroaches, which was extremely off-putting, especially since they claimed the suite had just been inspected. The phones in the room weren't working either. While they offered to rectify the issues, it was clear that the hotel's facilities are outdated and in serious need of a refresh. Pool was perfunctory at best, tennis court was terribly maintained.

On the plus side, the location was good, making it convenient for getting around. However, with such dated facilities and basic amenities, this hotel should be rated more like a 3-star establishment. Definitely not worth the 5-star label or the price. Would not recommend unless significant...

I usually refrain from posting reviews of hotel stays unless there's something that I would like to call out. For this particular stay at Ascott over the past 3 days, these are the hits and misses that I've encountered:

Good Excellent location. You can perpetually roll yourself to KLCC. Bt Bintang is also a stone throw away. Spacious rooms. Good view of KL Tower from 22nd level pool. The gym is quite well equipped.

Bad Change rooms 3 times upon checking in. All because of water quality issues. For my first allocated room, engineer solution was to run all the taps for an hour for "flushing". Runs contradictory to the hotel's call on conservation. Even for my 3rd room, there will still be sediments in tap water. Service seems warm but somehow lack that personal touch. Somehow you are greeted because it's in the SOP. Rooms are dated but hey, this is subjective. It's supposed to be marketed as a upscale accomodation but really, I've seen better ones that are better maintained. Faulty items in room - safe not working, bulbs blown, reading light spoilt, knob for bathtub to drain away water doesn't work, Nespresso machine leaks. Miscommunication or lack thereof. For my room troubles, the hotel gave me a simple snack basket which I still appreciate. Accompanying with it is a letter apologizing for the issues I'd and would offer me a check out time that is to my convenience. However when I requested a late check out of 4pm, I was told that the latest they can offer is 1pm. The main reason is they are full and are expecting many guests to arrive that day. However during the afternoon that I was at the lobby, I'd only seen a trickle of guests checking in. This to me is unacceptable as it demonstrates a lack of sincerity on the hotel's end.

This is my second stay at this property and would be the last

Side note to the hotel if you are planning to reply to this post of mine - it would be best not to reply if you are just going to use a standard cookie cutter...