Berjaya Times Square Hotel, Kuala Lumpur — Hotel in Kuala Lumpur

We stayed at Berjaya Times Square Hotel for five nights last December, and while the property has many positives, my experience was soured right at the beginning by an unnecessarily frustrating check-in process. For that reason, I am deliberately giving this hotel a one-star rating for service.

We arrived about an hour before the official check-in time to find the lobby overcrowded with guests checking in and out. I patiently queued and, once at the counter, completed all the formalities—providing passports, signing documents, and paying the cash security deposit. The process was already sluggish, but I was told the rooms would take about an hour to be ready, and that I could return to collect the keycards later. So far, this seemed fair.

The real frustration came when I returned after more than an hour of waiting. Instead of simply handing over the keycards—since all paperwork had already been completed—the receptionist brusquely instructed me to rejoin the long queue. Despite my attempt to explain, she insisted. After a long flight, with two tired children and elderly in-laws in tow, this lack of empathy was infuriating.

When I finally reached the counter again, the process dragged on further. The staff re-checked documents unnecessarily and then directed me to another counter, where a staff member manually wrote out breakfast coupons—one by one, for each room and each day. He made mistakes, restarted, and the ordeal continued. What should have been a smooth handover became the most time-consuming and inefficient check-in I’ve ever experienced, anywhere in the world. For a five-star property, this was simply unacceptable.

To give credit where it’s due, the rest of the stay was far better. The daily complimentary snacks and soy drinks in the room were a thoughtful touch, and housekeeping replenished them without fail. The breakfast buffet was generous, with a decent selection—including some Indian vegetarian options. The hotel’s location is a highlight, directly connected to the Times Square Mall and close to restaurants and convenience stores. Rooms were spacious and clean, though dated in style. I personally found the pillows uncomfortably bulky. The lifts are restricted to stop at specific floors, which, combined with multiple entrances and separate lift banks, made navigating the property unnecessarily confusing.

By contrast, our later stay at Berjaya Langkawi Resort—part of the same group—was exemplary. The staff there were warm, courteous, and attentive. Check in was smooth and quick. They even surprised us with a handwritten anniversary note and a cake in our room, a thoughtful gesture that created a lasting memory. It showed me how much difference genuine hospitality can make.

Overall, Berjaya Times Square has its merits—location, spacious rooms, and decent food—but the painfully slow, unorganized, and impersonal check-in process left a negative first impression that overshadowed much of the experience. I strongly urge the management to invest in staff training and a more efficient system at reception, as this is the very first touchpoint for guests, and it sets the tone for their...

I stayed several nights at the hotel with my partner and while the location is great I would not stay here again. The first night we checked in we had left our bags in the room while we were out and when we returned I saw a roach crawl out of a bag while taking something out. Thought it might be my imagination but the day after we bought some bug killing spray because I hate bugs and this made me very uncomfortable. We left the spray out, unopened, in the room when having the room cleaned while we were out the rest of the day and came back to the room later to find that it seemed the housekeeping had sprayed the floors with bug spray (not ours) as there was a noticeable scent in the air that was very different from how the room smelled previously and the floor was somewhat slippery/wet from whatever they used. The next day my partner found a small roach crawling around in his open suitcase so we had to open the bug spray and kill it after getting it out of his luggage. I was so horrified I did not want to be in our room aside from when we had to sleep. Regrettably it would be too costly to switch to another hotel at this point The day before we checked out another roach was crawling on our bed. Again, we killed it. We asked the hotel staff to change the sheets and blankets. Noticed after we killed the 2nd roach that the smell in the room after housekeeping had been by was the same as the spray we used to kill the roaches we found.

Roaches aside, we also had an issue where half the towels we received during our stay (we had them changed almost every day) had noticeable brown stains on them (like blood that didn't wash out or coffee) so I felt rather unclean at this hotel in general.

Pros, incase you are not as horrified about roaches as I am: The staff were very friendly and they take your luggage to your room for you when checking in. They also have the option to hold onto your luggage for you on the day you check out if you want to go shopping in the area

The breakfast buffet has some lovely selections and has some options in the menu that change every day.

The pool area has a staircase that leads you to a higher area that has a pretty nice view of the KL tower and Petronas Twin Towers. Pool area closes at 8pm but if you go after dark you can see the towers lit up and it's quite nice if you don't gave a view of them from your room

The hotel is located in a prime location for shopping, although I personally was not fond of the Berjaya Times Square mall itself as the floors above the 3rd floor start feeling like a night market full of knock-off goods. The LaLaPort mall across the street is brand new and has some very good options for places to eat and shop. Lot10 and Pavilion KL are also a short walking...

UNPLEASANT STAY WITH BERJAYA TIME SQUARE KUALA LUMPUR( SO CALL 5 STAR ⭐️ HOTEL). CHECK IN ON 28TH AUGUST 2023 MONDAY AT 3.05 PM . CAME IN THE ROOM AROUND 3.30PM. MY KIDS TURN ON THE TV 📺 CANT SEE THE PROGRAMS DUE TO SOME ERRO AT TV ( AFTER THAT I DO GIVE A CALL TO ROOM SERVICE AND CAME ONE TECHNICIAN 👨‍🔧. JUST WEAR THE SHOE CAME IN TO ROOM AND ASK ME DO I STILL NEED TO TAKE OUT MY SHOE ? AND I TELL HIM YOU THINK 💭 OUR SELF. AFTER THAT HE TRY TO DO SOMETHING AND NOTHING CHANGES. TOLD ME WILL UPDATE AND NOTHING HAS BEEN UPDATED!!!) THEN WENT TO SWIMMING 🏊‍♂️ POOL AROUND 5PM. ASK FOR TOWELS WITH POOL BAR AND THE ANSWER WAS GIVEN NEED TO BRING FROM ROOM !!!!( THEY STILL DECLARE 5 STAR ⭐️ HOTEL ). THEN COME BACK TO ROOM TO TOOK OUR TOWEL AND WENT BACK TO POOL AGAIN( FOR US IS JUST A WASTE OF TIME 🕰️) . AFTER FINISH OUR TIME AT POOL BACK TO ROOM. MY WIFE PLAN TO SHOWER KIDS AND THE WATER 💦 HOST HAVE LEAKAGE. MY WIFE TOTALY GET WET AND THE ROOM WAS WET . AFTER THAT INCIDENT I STRAIGHT AWAY LOOK FOR DUTY MANAGER AND IT WAS A SHE . I DO EXPLAIN WHAT HAS HAPPENED AND STRAIGHT AWAY SHE OFFER ME LATE ⏰ CHECK OUT . I DO TOLD HER THAT YOU SHUT FIND SLOWING THE ISSUES. THEN I CAN UNDERSTAND HOW POOR AND WORST CUSTOMER SERVICE BERJAYA TIME SQUARE HOTEL HAVE IT. I DO REQUEST SPEAK TO HER HIGHER MANAGEMENT AND SHE TOLD ME NOT AROUND AND ONLY AROUND IT IN MORNING.( NOTHING HAS DONE ) . AFTER WE COME BACK FROM DINENR AROUND 12AM THERE WAS A WORST WATER LEAKING IN TOILET ROOFTOP. AGAIN I HAVE TO CALL MANAGER ON DUTY AND ASK HIM TO COME FASTER LOOK WHAT IS GOING ON. AFTER 10 TO 15 MINUTES A GUY CAME IN SEE THE WATER LEAKING. ASK ME SO MANY UNNECESSARY QUESTIONS AND ASK ME YOU STILL WANT STAY IN THIS ROOM OR CHANGE ROOM!!!. I TOLD HIM WHAT YOU THINK 💭!!!. THEN I SAID PLEASE 🙏 CHANGE MY ROOM. THEN HE WENT OUT. AFTER THATS I REALLY DONT KNOW WHAT IS THE ACTION GOING TO BE DONE TILL I HAVE TO CALL AGAIN ROOM SERVICE. THEN A GUY SAID THE DUTY MANAGER IS ON THE WAY AND WE GIVING YOU A BETTER ROOM WITH HIGH TONE OF VOICE. THEN I TOLD HIM YOU DONT HAVE TO USE HIGH TONE OF VOICE TO ME .WHAT EVER IS HAPPENING TO ME AT BERJAYA TIME SQUARE HOTEL IS CAUSE OF POOR AND WORST MANAGEMENT SO PLEASE 🙏 TALK NICER TO ME . AT THE END WE HAVE TO PACK ALL OUR STUFF AND CHANGE ROOM AT 12.30AM. MY KIDS WAS REALLY TIRED AND SLEEPY 😴. MY KIDS ALSO SAY THIS IS A WORST EVER HOLIDAY. I STILL WAITING FOR THE HIGHER MANAGEMENT TO CALL ME 🤙………( THIS WILL BE OUR LAST STAY AT BERJAYA TIME SQUARE KUALA LUMPUR) I REALLY DONT RECOMMEND THIS BERJAYA TIME SQUARE HOTEL ANYMORE TO ANYONE ( SO CALL 5 STAR...