Banyan Tree Kuala Lumpur — Hotel in Kuala Lumpur

My two nights stay here at Banyan Tree Kuala Lumpur was remarkable in every aspects.

Opened in 2018, this luxury sustainable hotel occupies the top seven floors of Banyan Tree Signatures Pavilion Kuala Lumpur. It is a residential building in collaboration with Pavilion KL Mall and Banyan Tree. There are only three levels of hotel rooms in this building, comprising a total of 55 keys for levels 53A, 55 & 56. The restaurant, Horizon Grill sits on level 58. Vertigo Bar, the tallest rooftop bar in Kuala Lumpur, is located on level 59, while Vertigo TOO, a rooftop event space is situated on level 60. The rest of the levels belong to the residential units.

Upon arrival at the hotel entrance, I was welcomed by a hotel staff. This was followed with a greeting by another staff at the lift lobby, before I was directed to level 53, where the reception is located. When the elevator door opened, I was immediately greeted by the natural sunshine from the floor-to-ceiling windows. It was certainly a great start to a perfect hotel stay. A Front Desk Staff is stationed at the reception desk to perform my check in registration. As I had arrived early at noon and the room was not ready, I was requested to return later at 3pm, the hotel check in time. I had booked the Banyan Retreat - King Room and was given Room No. 5512. Upon my return at 3.30pm, I was pleased to learn that my luggage was already placed inside the room.

It is delightful to know that at the hotel lift landing on each level, you will find an essential oil burner which provides aromatherapy to promote a sense of relaxation to guests walking along the hotel corridor. This definitely sets the mood of the Banyan Tree experience.

The room is large at 51 square metres. The most outstanding feature of the room is the bathtub with a million dollar view. i was also impressed with the Toto washlet which offers a built-in bidet automated seat cover with heated seat. It is also cool to enjoy its spa-style and rainforest shower with funky light settings. During my stay, I experienced good Wi-Fi connectivity. For entertainment, turn on the TV to enjoy the various cable TV channels.

Both the open-air pool and gymnasium are located on level 53. I thought the design of the pool did not really give a wow factor. Perhaps an infinity pool concept would have worked better given the building’s height. On the other hand, my partner had booked a 90 mins appointment at its spa sanctuary, which she had enjoyed the services.

My room includes daily complimentary breakfast offered in the Horizon Grill on level 58. The hotel staff’s personalised service is consistently top-notch. Among all, I would like to commend Ms Amanda’s hospitality during my breakfast at the restaurant. Being assigned to my table, she greeted my name and ensured that I had a hearty breakfast during my stay here. I also ordered room service at the hotel on two occasions. The wait was about 30 mins and costs about RM100 for a meal for two. The Malaysian delights tasted deliciously good.

The hotel is strategically located in the heart of Kuala Lumpur's Golden Triangle. This also means it is within walking distance to the Petronas Twin Towers and Suria KLCC Mall. I had taken a walk from the hotel using the KLCC - Bukit Bintang Walkway and reached the latter in 25 mins. The popular shopping malls such as Pavilion KL, Lot 10 and Starhill are also within reach. The most convenient feature is that guests get to enjoy direct access to Pavilion Mall via a connecting bridge. This certainly makes shopping a more enjoyable experience.

Well, after an awesome stay here, I must say I am now suffering from post-Banyan Tree stay syndrome. This is possibly the best hotel stay experience I had enjoyed during my travels. If you love city skyline views, this hotel is for you! Wherever you are in the building, from the reception lobby, open-air pool, dining areas to the rooftop bar, you are constantly greeted with a panoramic view of Kuala Lumpur city.

Thank you, Banyan...

Last week, my wife, our 6-year-old son, and I had the pleasure of staying at the Banyan Tree Kuala Lumpur. From the moment we arrived, we were treated to an exceptional experience that made our stay both relaxing and memorable.

Ambiance and Atmosphere The Banyan Tree Kuala Lumpur is a sanctuary of luxury nestled in the heart of the city. The hotel's ambiance exudes sophistication and tranquility, providing a perfect retreat from the bustling urban environment. The lobby, adorned with elegant decor and soothing fragrances, set the tone for our stay. The panoramic views of the city skyline, including the iconic Petronas Towers, were breathtaking and added a touch of magic to our experience.

Accommodation Our room was a spacious and beautifully appointed suite with modern amenities and thoughtful touches. As a gesture of appreciation for our loyalty to Accor, we were pleasantly surprised with an upgrade to an even more luxurious suite. The interior design was a blend of contemporary elegance and traditional Malaysian accents, creating a warm and inviting atmosphere. The bed was incredibly comfortable, ensuring a good night's sleep for all of us, including our son who had his own cozy space. The large windows offered stunning views of the city, and the luxurious bathroom, complete with a deep soaking tub, provided a perfect place to unwind.

Service The service at Banyan Tree Kuala Lumpur was impeccable. The staff were attentive, friendly, and always ready to assist with any request. From the concierge who provided excellent dining recommendations to the housekeeping team that ensured our room was immaculate, every interaction was marked by professionalism and genuine hospitality. They made our son feel welcome with special treats and thoughtful gestures, which he absolutely loved.

Dining The dining options at Banyan Tree Kuala Lumpur were outstanding. We enjoyed breakfast at Horizon Grill, which offered a wide variety of delicious options, from local Malaysian dishes to international favorites. The quality of the food was superb, and the views from the restaurant added to the overall dining experience. We also had the pleasure of dining at Vertigo, the rooftop bar, where we enjoyed evening cocktails and snacks while taking in the stunning sunset over the city. The ambiance was sophisticated yet relaxed, making it a perfect spot for both adults and children.

Facilities The hotel's facilities were top-notch. We took advantage of the beautiful rooftop pool, where we spent several afternoons relaxing and enjoying the views. Our son had a blast swimming and playing in the kid-friendly area. The fitness center was well-equipped, allowing us to keep up with our workout routines. Additionally, the Banyan Tree Spa offered a range of treatments that provided the ultimate relaxation experience; my wife and I indulged in a couple’s massage, which was a highlight of our stay.

Location Located in the heart of Kuala Lumpur, the Banyan Tree offers convenient access to many of the city's attractions. We were within walking distance of major shopping centers like Pavilion Kuala Lumpur and the vibrant Bukit Bintang area. The central location made it easy for us to explore the city and return to the comfort of our luxurious hotel.

Overall Experience Our stay at Banyan Tree Kuala Lumpur was truly unforgettable. The combination of luxurious accommodations, exceptional service, and outstanding facilities made for a perfect family getaway. The attention to detail and personalized touches made us feel special and well-cared-for throughout our stay. Whether you're traveling with family or looking for a romantic escape, Banyan Tree Kuala Lumpur offers an unparalleled experience that we highly recommend. We look forward to returning on our next visit to...

18/6/2025

Dear Mr Rudy,

Thank you for finally responding to my review, though I must say I am disappointed by how long it took and by the lack of genuine concern in your reply. It feels like your response was just a formality, rather than a sincere attempt to address the serious issues I experienced.

To reiterate, your staff repeatedly sent my hotel confirmation to the wrong email address, even after I corrected them several times. This is a serious breach of privacy, as my personal travel information was disclosed to someone else. I felt offended and extremely uncomfortable with how carelessly my data was handled. Yet, your response did not acknowledge the gravity of this mistake or offer any meaningful apology or customer recovery.

On top of that, I made three payments for three rooms, but only received a partial refund for one room on 10 June—and the amount was short. I am still waiting for the correct refund for all rooms, and I am waiting to see how long this will take.

I hope you will take these matters seriously and improve your processes to protect your guests’ privacy and provide the level of service expected from a reputable hotel.

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I am writing to express my deep dissatisfaction with my recent experiences with Banyan Tree Kuala Lumpur, both in terms of your booking system and your customer service.

Firstly, I must highlight the significant inconvenience I have faced with your booking process. On previous occasions, checking in was a messy and disorganized affair. This time, I encountered repeated issues with confirmation emails being sent incorrectly and not being updated, even after I informed your staff about the mistakes. This is unacceptable for a hotel that claims to be a five-star establishment.

Secondly, I would like to address the issue regarding my refund. Initially, your team was unwilling to process my refund. It was only after I sent a further letter to express my dissatisfaction and firmly requested the refund that you agreed to proceed and even then, I was told it would take 14 days to process.

In contrast, I have since booked a room with the Four Seasons Kuala Lumpur and received my room confirmation immediately, a clear demonstration of the difference in service standards between your hotel and a true five-star competitor.

I am extremely disappointed with my overall experience at Banyan Tree Kuala Lumpur, not only because of the technical issues with your systems, but also due to the poor performance of your staff. I hope you take this feedback seriously and take immediate steps to improve your booking system and...