Grand Mercure Hotel Kuala Lumpur — Hotel in Kuala Lumpur

The booking was made via Agoda - 3 months in advance. It was for 8 days. The management of the premises Maple home made this a trip to Hell from the get go. We wanted to run back home but unfortunately had paid the full amount for 3 rooms/ 8 days. ||We requested early check in and all three rooms on one floor as one member is a polo patient. Emails were sent through Agoda and to the Residence’s email. They then claimed they had no idea about emails - even though we showed them the replies. ||We arrived at 8am after a gruelling flight and were told no rooms - not even one because the place was full. As we volunteered to pay extra, do anything, two others checked out but we were told rudely by Naushad that we couldn’t have that room. It had to be cleaned at 2pm! Not earlier. All appeals to have a space were met with rude replies, she finally turned on loud music to drown us out. ||||Finally we asked if they could just keep the diabetic’s injections and insulin vial in its small case, in their fridge - this too was refused so rudely by her. We booked into the hotel across the road and waited for the 5 hours to enter our rooms. ||||When we returned her Manager Jessica was there who when we explained all we had faced - shut us up quickly and went out of the area. ||||We had requested all rooms on one floor - 3 months ahead again. This too was refused. A complicated key card process meant that the member on crutches could not navigate the lift as it involved holding the card at eye level in a certain direction. ||The shower areas are all a steep step down and again impossible to navigate easily. The air conditioning was not working in one room. The flush and commode in one room were totally damaged. Because our flights were leaving 3 hours after checkout and because they refused a late checkout - we paid for the extra day. Enclosing photos of...

The booking was made via Agoda - 3 months in advance. It was for 8 days. The management of the premises Maple home made this a trip to Hell from the get go. We wanted to run back home but unfortunately had paid the full amount for 3 rooms/ 8 days. ||We requested early check in and all three rooms on one floor as one member is a polo patient. Emails were sent through Agoda and to the Residence’s email. They then claimed they had no idea about emails - even though we showed them the replies. ||We arrived at 8am after a gruelling flight and were told no rooms - not even one because the place was full. As we volunteered to pay extra, do anything, two others checked out but we were told rudely by Naushad that we couldn’t have that room. It had to be cleaned at 2pm! Not earlier. All appeals to have a space were met with rude replies, she finally turned on loud music to drown us out. ||||Finally we asked if they could just keep the diabetic’s injections and insulin vial in its small case, in their fridge - this too was refused so rudely by her. We booked into the hotel across the road and waited for the 5 hours to enter our rooms. ||||When we returned her Manager Jessica was there who when we explained all we had faced - shut us up quickly and went out of the area. ||||We had requested all rooms on one floor - 3 months ahead again. This too was refused. A complicated key card process meant that the member on crutches could not navigate the lift as it involved holding the card at eye level in a certain direction. ||The shower areas are all a steep step down and again impossible to navigate easily. The air conditioning was not working in one room. The flush and commode in one room were totally damaged. Because our flights were leaving 3 hours after checkout and because they refused a late checkout - we paid for the extra day. Enclosing photos of...

I have stayed in the residences 5 times earlier over the last couple of years since 2014. But it has been taken over by a company called Maple Home and Swiss Garden has nothing to do with it anymore. I was in shock how bad and run down it became. What a dissapointment! The staff at the reception were friendly but it is all not professional. The photos on Agoda are from years ago and the appartment doesn't look so nice any more. It needs a total refurbishment. The place is not clean, the floor was very dirty. There were ants and cockroaches all over the place, on the kitchen bench, in the bathrooms and we even found them in the beds. The bathroom walls were full of mould. Paint was peeling off everywhere. The aircon in our bedroom was leaking so badly that the floor was flooded so we needed to turn it off. After complaining two guys tried to fix it but it didn't help. After informing the reception again after a day they luckily fixed the problem. You could see on the damaged floor that the leak was not a new thing, must be leaking for a long time. The couch in the living room collapsed when I tried to sit on it. One of the feet was broken. The television was malfunctioning too. The apartment smelled like cigarette smoke. There is no city view, we were looking at a big building. We asked for some clean towels after a couple of days but they were not available so we had to wait until late afternoon. A couple of positive notes, the internet worked very well, the shower pressure was great, the beds were comfy and the swimming pool was nice, but bring your own towels, because they are not provided. Definitely avoid this place, there is much better accommodation in the area for the same or even a cheaper price. We checked out after 4 nights and moved to the Robertson Residences around the corner, so happy we did, much better place!...