Imperial Lexis Kuala Lumpur — Hotel in Kuala Lumpur

My experience of spending my new year’s eve at the hotel was very disappointing. I personally will never ever come back again.

In our first room, the biggest issue we faced was that the aircon in the room did not work, and stayed at a constant temperature of 22 degrees celcius even when we adjusted the temperature to the extreme high of 40 degrees. The maintenance team came down on the second day and it was not resolved. We feed-backed to the hotel manager and she assigned us our second room, which had the same issue and we had to call the maintenance team down again. We were also faced with a few new issues of cleanliness such as dirty table tops (e.g. toothpaste residue in the toilet, random hair lying around and in the kettle), and being unable to connect to wifi after the room change. We wasted about 2 hours communicating with different staff teams and trying to settle into our new room. It was exhausting and such a waste of my precious holiday.

Another very unpleasant experience I had was regarding viewing of countdown fireworks. When I asked the front desk about free access to the skydeck, the receptionist said that I have to pay a cover charge of RM250 for entry after 10pm on new year’s eve because they would be having a countdown party event. I was really upset about paying a premium price for the hotel rooms in order to gain complimentary access to the skydeck but needing to pay an extra amount for entrance just because it was new year’s eve. I asked the manager about this, and they confirmed that hotel guests could still access the skydeck for free. But even on the day itself, the staff at the lift lobby kept saying that I had to pay RM150 to enter. It was as if they were trying to lead the hotel guests into thinking that they have to pay an additional price to gain access to the skydeck. I was about to blow up before another staff came over to say that hotel guests could go in but we just wouldn’t be given any drinks. We didn’t care about drinks anyway, so why couldn’t they just let us go in after we showed them our room cards??

After we finally made it in, I was disappointed to find the gym closed because it had one of the best views of the twin towers. The staff themselves knew that too, and all went into the gym to take clear videos of the fireworks while we were on our toes struggling to even see the fireworks among the crowd outside. I know staff can have their own privileges but I can’t help but be unhappy about it because just the previous day my partner and I were in the gym discussing about how it had the perfect view and we could exercise while waiting for the fireworks. There were no signs that said the gym would be closed then, so we assumed that it was opened on new year’s eve as well. Fireworks were nice but I was so upset about the situation that I wasn’t able to enjoy it thoroughly.

There were also other few areas that bugged me somewhat, but were not the dealbreakers (such as the body lotion being spoilt and smelling sour, or the soap dispenser being very hard to press down, or that there was only one chair in the room and we couldn’t figure out how to sit together while eating in our room, or dirt marks on bathing towel). The wifi in the room was really annoyingly slow (videos get stuck every 2 seconds), and we did feedback to the reception but they could only inform the IT team and nothing else could be done about it.

Ofcourse there are plus points, such as the nice fruit plate that were given to us for our anniversary, the big room, the toiletries that were of good quality, good breakfast spread, and friendly staff. As much as I appreciated it, it did not make me feel better because these are part of my expectations for a five-star hotel.

Overall, this has been the most underwhelming hotel experience I’ve had in a while. Perhaps I had expectations too high for the hotel just because it is a five-star, and may be way too subjective in my review. But all in all, I will not be...

My experience of spending my new year’s eve at the hotel was very disappointing. I personally will never ever come back again. In our first room, the biggest issue we faced was that the aircon in the room did not work, and stayed at a constant temperature of 22 degrees celcius even when we adjusted the temperature to the extreme high of 40 degrees. The maintenance team came down on the second day and it was not resolved. We feed-backed to the hotel manager and she assigned us our second room, which had the same issue and we had to call the maintenance team down again. We were also faced with a few new issues of cleanliness such as dirty table tops (e.g. toothpaste residue in the toilet, random hair lying around and in the kettle), and being unable to connect to wifi after the room change. We wasted about 2 hours communicating with different staff teams and trying to settle into our new room. It was exhausting and such a waste of my precious holiday. Another very unpleasant experience I had was regarding viewing of countdown fireworks. When I asked the front desk about free access to the skydeck, the receptionist said that I have to pay a cover charge of RM250 for entry after 10pm on new year’s eve because they would be having a countdown party event. I was really upset about paying a premium price for the hotel rooms in order to gain complimentary access to the skydeck but needing to pay an extra amount for entrance just because it was new year’s eve. I asked the manager about this, and they confirmed that hotel guests could still access the skydeck for free. But even on the day itself, the staff at the lift lobby kept saying that I had to pay RM150 to enter. It was as if they were trying to lead the hotel guests into thinking that they have to pay an additional price to gain access to the skydeck. I was about to blow up before another staff came over to say that hotel guests could go in but we just wouldn’t be given any drinks. We didn’t care about drinks anyway, so why couldn’t they just let us go in after we showed them our room cards?? After we finally made it in, I was disappointed to find the gym closed because it had one of the best views of the twin towers. The staff themselves knew that too, and all went into the gym to take clear videos of the fireworks while we were on our toes struggling to even see the fireworks among the crowd outside. I know staff can have their own privileges but I can’t help but be unhappy about it because just the previous day my partner and I were in the gym discussing about how it had the perfect view and we could exercise while waiting for the fireworks. There were no signs that said the gym would be closed then, so we assumed that it was opened on new year’s eve as well. Fireworks were nice but I was so upset about the situation that I wasn’t able to enjoy it thoroughly. There were also other few areas that bugged me somewhat, but were not the dealbreakers (such as the body lotion being spoilt and smelling sour, or the soap dispenser being very hard to press down, or that there was only one chair in the room and we couldn’t figure out how to sit together while eating in our room, or dirt marks on bathing towel). The wifi in the room was really annoyingly slow (videos get stuck every 2 seconds), and we did feedback to the reception but they could only inform the IT team and nothing else could be done about it.Ofcourse there are plus points, such as the nice fruit plate that were given to us for our anniversary, the big room, the toiletries that were of good quality, good breakfast spread, and friendly staff. As much as I appreciated it, it did not make me feel better because these are part of my expectations for a five-star hotel.Perhaps I had expectations too high for the hotel just because it is a five-star, and may be way too subjective in my review. But all in all, I will not be...

Stayed here for a conference so location is fair. Bear in mind the road leading to the hotel is small and incredibly jammed all the time so you have to account for extra time to get from the hotel to anywhere else by cab.

I tried to cancel my reservation a month ahead of time because of poor reviews by word of mouth but alas it was too late. I decided to just see it through since it was only for two nights, the Google reviews seemed okay but… boy was that a bad decision. Don’t be me.

Service: Lukewarm at best. Nothing to sing about. Nothing to cry about. Clearly overworked and understaffed- I wouldn’t be able to smile either. Due to it being supposedly peak season, my request for a late check out (by just 1hr) was also denied. Which is fine… retrospectively, I really wanted to get out anyway.

Food: The breakfast spread was better than I expected. Albeit the wait staff could have waited before clearing my plates so quickly. Did you have to use the same gloved hand for wiping tables to shift my cutlery away the moment I set it down? I understand you wish to clear the plate quickly but now I can’t use them again because there’s food stuck to your gloves that is not from my fork. A perfect recipe for a hepatitis outbreak…

Room cleanliness: As for the rooms, the floors are scuffed and sticky despite the hotel being new. Every step threatened to liberate my slippers from my feet. Amenities were ok - stock standard hotel provisions. Bathroom design was lacking - the soap dispenser is a physics nightmare. Why design something that way? I can’t even put words to it. Zero ergonomics.

Water pressure and temperature was awesome though. No complains there.

Room pool looks pretty but I don’t trust your cleaning standards.

Lastly the bed… stained sheets (minor but odd little red/black discolorations on random places). I did find ants on it (2 - 1 each night, see pictures) so I presume there’s some mild infestation going on. I knew the hotel was fully booked so I didn’t want to make a fuss but still… gross. I’ll admit I’m a spoiled first world country princess but at RM 750+ per night, I expect better. My advice, pay RM 250 more per night and take the Four Seasons…. So much regret.

Safety: *LADIES BEWARE Negative. Travelled alone as a girl so I was extra wary. I realised my room door was busted but it was actually really hard to tell! It could close but it wouldn’t lock and it was only by chance that I realised that I could just push it open from the outside without using the keycard… Called maintenance to fix it (another 30min even though all I wanted to do was sleep in the crummy ant bed) and barricaded the door overnight. That’s how safe I felt in this hotel 👍🏻

Fraud risk: Somewhat high. I read a previous review wherein the hotel claimed they had not paid but they already did. Same thing happened to me but I was prepared and shoved my invoices in their face.

Overall: I don’t expect perfection from a RM750/night hotel. But this is not even worth a RM 300/night.

Don’t make the same mistake....