DoubleTree by Hilton Kuala Lumpur — Hotel in Kuala Lumpur

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: 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.

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

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.

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.

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.

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...

DISCLAIMER : THIS IS GOING TO BE A LONG ONE

So there are 3 parts to this review

1. the problems that came
2. solving thoses problems
3. & the most IMPORTANT ONE - the issue which i find it quite a big problem

So Lets start in sequence

1. stayed between 12th July till 15th in total 4 of us ( 3 nights 4 days ) booked 2 rooms . PROBLEM - requested at the time of booking over the call to provide both the rooms next to each other as we have 2 kids , 1 twin bed and 1 master bed . I was told that vll try our best BUT call us one day prior to your stay and vll arrange both the rooms next to each other .

NEXT ISSUE Stayed between 17th july till 18th july in total 4 of us , two rooms . PROBLEM - I had requested rooms next to each other 1 twin bed and 1 master bed . ( SAME ISSUE , AGAIN ) .

NEXT ISSUE From the two rooms provided the room that had master bed , the ACC dint cool at all , so i complained and the technician tried , came 2 times in a time frame of 4 houra , one at 6 pm , other at 10pm , but couldn't resolve

2 ) SOLVING OF THE PROBLEMS

so the stay between 12th july till 15th july On my arrival , after a long discussion on the rooms next to each other and also the manager had to be involved, eventually I was given rooms next to each other BUT both twin beds So the PROBLEM WASENT SOLVE COMPLETELY. And also I was told by the manager at the time that in my next check inn which after 3 day LATER 17th july till 18th july , he will put a note and make sure I get 2 room next to each other , at the higher floor , 1 master and 1 twin .

NEXT ISSUE SOLVING As i arrived at the front desk on 17th july and as expected , long long conversation about the same issue , 2 room next to each h other etc etc , the person says can't provide either next to each other or 1 master bed and 1 twin bed next to each other . I am telling him the manager must have put a not , anyhow Eventually he did manage to provide as promised ( BUT I HAD TO ENGAGE IN A LONG CONVERSATION / ARGUMENT WITH THE FRONT DESK )

NEXT ISSUE SOLVE the AC in master bed room couldn't be fixed so they provided me with another room on a lower level floor . AC problem SOLVED, but that again brings the first problem, which is , I need the rooms next to each other , anyhow we had no choice but to take the other room as this room was hot and it was unbearable, so we took it . Also they let us keep our language in the orignal room where thr AC wasent function to its optimum.

3. FINAL ONE

My question is Y DOEA THE STAFF REQUESTS THE CUSTOMERS TO CALL 1 DAY PRIOR TO OUR STAY TO MAKE SURE WE GET OUR ROOMS NEXT TO EACH OTHER where as when u do so, even on the call they say that it's not guaranteed and even at the front desk when i arrive the same answer. So why do we make a international call, spend our money , our time our efforts to do something that ull tell us which will assure our requirements but still its not assured.

I mean the whole experience dosent make sense .

So then y make us call one day prior ???? And even after caling ull , after managers mention a remarks for our requirements still so much I have to argue at the front desk and waste my time . We choose hilton for service, quality , convenience , but I am sorry to say I dint get that , specially the convenience.

With such a unpleasant start at the hotel, this one issue over shadows all the good and fun parts of the hotel. And specially if it's happens 2 times , same issue back to back and then a AC issue

I hope the management can understand what as a customer i went through even after paying ull and still not geting what promised and in return got frustrated.

So this was all that happen in my stay with hilton kuala lumpur...

The best thing about this hotel were :

1. The towel and bathrobe. They were huge and comfortable.
2. Ramadan buffet. It was excellent and the staff were attentive (17 March)

The most annoying thing:

1. the boiling hot water from the bidet, tap and shower. So much so that i had to called the careline at 3.30am and waited for the maintenance. To their credit, it was solved in an hour.
2. the room aircon : i dont like cold but even for me the room considered warm. No matter how low i set the temp to.
3. breakfast was really poor. I think Hilton needs to send the kitchen staff for retraining in cooking (breakfast on 17 march)
4. the poor condition of the room in general. There were socket and light switches that doesnt work, the screws for the the room lock cover were, not only not only loose but outright nearly fallen off.
5. nowadays, i almost never had encounter hotel beds with no mattress topper - this is for the mattress to feel softer and more comfortable. I am beginning to wonder if Hilton really is a 5 stars hotel. I think the entire hotel needs to be upgraded.

The worse thing: I booked directly from the website (got the Hilton Honor membership and all) however before that i even called the hotel directly to check with the availability and room rate. Both on the website and the information reveived on the call was the same. I checked in (16 march) and i paid everything - still the same price as the agreed Hilton website booking and also the same price that was quoted on the phone. So everything should be ok right? Then when i checked out (18 march), suddenly there was extra charge. I tried to think if i ordered any room service or perhaps i need to pay for the maintenance that i requested at 3.30am. But the staff said, oh you were wrongly charged before so you need to pay more. I was like??? What are you saying? Your website when i booked AND your staff when i called AND the staff during checked in, ALL quoted the same price and i even already paid. And suddenly you said it was wrong?? I asked how could there be sudden change to the price? She just casually said, oh different night would have different prices. But i literally booked both nights at the same time on the website, it wasnt additional later or anything like that. Shouldnt they calculate it completely then? She just stammered and doesnt know how to answer and said maybe the staff didnt include tax. Again, in the previous receipt there already was taxes included. Seriously i was really pissed off as she cant even answer me properly (which btw, PLEASE TEACH YOUR STAFF AT ThE FRONT DESK communication skill). It wasnt about the money, i mean if they gv me the raised price from the start i would happily pay anyway. But now this way, i felt cheated...