IDEAS KUALA LUMPUR — Hotel in Kuala Lumpur

Extremely Disappointing Experience – Not Worth the 4-Star Rating

My friends and I had an extremely unpleasant experience at this hotel during our business trip. We booked our stay on 23/02/2025, and frankly, the hotel does not deserve its advertised 4-star rating; a 1- or 2-star rating would be more appropriate. The photos posted online are completely misleading, and the reality of the rooms and facilities was the exact opposite.

Firstly, the parking system was highly inconvenient. We were charged RM4.50 every time we exited the car park, which is unreasonable for a supposedly 4-star hotel. Additionally, there was no lift from the parking area to the lobby—we had to carry our luggage up the staircase. The building itself looked old and poorly maintained.

The room we booked was in an unacceptable condition—completely unhygienic, with dust everywhere. To make matters worse, the toilet pipe was broken. When we immediately requested a room change, the staff member, Farah, refused and instead said she would send the maintenance team. Is this the level of service expected from a 4-star establishment? A clean and functional room should be the bare minimum.

The staff did not believe our complaint and sent a female staff member along with a male maintenance worker to inspect the room. Despite reiterating that we wanted a room change, the hotel only focused on fixing the pipe. The maintenance guy entered and worked on the pipe while we were still in the room—completely disregarding our discomfort and request.

No follow-up or apology was offered after the repair. Frustrated with the poor service, we decided to leave the hotel immediately, even though the booking was non-refundable. Only when we reached the lobby for checkout did Farah, the staff we initially spoke to, realize that we were upset and bothered to ask about the issue. By then, it was too late.

To make matters worse, Farah claimed there was a miscommunication because the maintenance staff allegedly said we had agreed to stay in the room—without ever confirming this with us, the paying guests.

We ended up losing RM200++ without staying at the hotel because the entire experience was unbearable. The service, cleanliness, and management were far below expectations.

This hotel desperately needs major improvements. The staff should be retrained on how to handle guest complaints professionally and ethically. We feel scammed by the misleading photos and false rating. We hope the management will consider offering a refund due to this unacceptable experience.

I strongly advise others to avoid this hotel unless significant...

I gave 3 stars for this supposedly 4 star hotel, due to mixed feelings about the experience. The cost was RM212 for 1 night for a couple, with breakfast and parking included, so the low cost covers the minor deficiencies.|Finding how to park was confusing, requiring double-parking to ask the outdoor attendants, then find the way to the carpark, and use the intercom to request a buggy ride to reception.|On arrival, the door attendants didn’t assist with the luggage up the stairs to the reception area (they did on departure). Check-in was quite satisfactory, although a RM100 deposit was taken (not sure why…).|The room itself (16th Floor) was spacious and comfortable. Except the pillows were the usual ‘high and rock-hard’ Malaysian hotel offering – I really missed the ‘pillow menu’ options at a recent stay at an Accor hotel. The bed side-lights are deceptively well hidden, but are there. The charging ports on both sides of the bed and on the desk area were a nice touch.|Wifi was slow, but did work. The bathroom was small and poorly designed (the shower screen is not wide enough, so water splashes onto the main floor area), but was clean and functional. No spare toilet tissue was provided.|As has been my invariable experience in Malaysia, the hotel mini-bar fridge is just there to ‘tick the box’ as regards required facilities. They invariably have missing or (in this case) no internal fridge shelving, which severely limits what they can be used for – in this case I had just enough space (when I switched the fridge on) to store my insulin and re-freeze my insulin transport-storage packs for my onward travel.|As is also invariable in Malaysia (hotels, restaurants, cafes etc), only sugar is provided in the room and at breakfast, no artificial sweetener – again for diabetics, take your own Equal.|I was astounded (given this claims to be a 4 star hotel) that a request for additional towels prompted a response that they would cost RM20 each – ie 40% of the cost of the whole stay, had we said ‘yes’!|Breakfast was excellent, both for Asians and Westerners. Apart from the aforementioned lack of non-sugar sweetener, my only issue was that the (same) 4 coffee options on the two coffee machines gave ‘black’ coffee only (ie no late/ cappuccino), so that required a walk to the breakfast cereal section to use fresh milk in the black coffee.|A ‘good’ but not outstanding stay in a well-located hotel that delivers slightly more than the modest price charged. 3 stars instead of 4 because the personal service/ attention to detail expected in 4 star...

Im not a giver of bad reviews as I always try to find something good to say about the place. However my experience here was just disappointing. I will start with the good. The reason I gave 2 stars is because the breakfast staff was good. And thats that. Now with the bad experience. I wont comment on the surroundings or the noise (from the monorail or roads) as that is not in their jurisdiction to control. From the start, We reached the hotel at 11pm due to flight delay, yet the reception was unprofessional with the check-in. I feel they cant multi task well or prioritise their duties. We were hungry and we asked the counter is there any eateries that is still open around the area and he inform there is one close by. Hence after our check in, we proceeded to the shop, low and behold not a single shop was opened. So we took grab to another restaurant to eat. Upon our return to the hotel @ 0100hrs, I asked the receptionist for the “Do not disturb” sign as my room was missing one and he told me someone will pass me one. I waited in my room for 30minutes without a single knock hence I called up the receptionist again to give a chaser for the sign and he said again someone will come up. Guess what, they came at 2am. I believe housekeeping should not be busy at that timing and I feel its basic customer service to understand that your guests would like to rest instead of waiting an hour just for something. That was only the first night! The following day at breakfast, halfway through our breakfast, there was a small cockroach running around! Not only this, the 2nd day breakfast my milk had a solid black thing in it which i immediately spat out. Even 2 stars hotel has a higher cleanness. On our 2nd night, there was brown coloured water coming from our shower head, as i called the guest services they informed me that their water heater had issues. Even after telling them i had brown water, all he could say their technician is fixing the heater issue nothing was said about the brown water issues. The water has a weird funny smell which went on for 3 days. Water is a necessity yet the staffs took it lightly. Air Con in the room is non-existent and the air con fan is loud. I believe a Hotel priority is in its guest yet this hotel prioritise its events held at their ball rooms more than the guests. This hotel is like a Ferrari with a Toyota Engine. Looks good with service which they can...