INNSiDE by Meliá Kuala Lumpur Cheras — Hotel in Kuala Lumpur

DO NOT BOOK THIS PLACE - 10 REASONS WHY!!

the moment we walk in the staff (let’s call her Anna for short) serving us like lowkey rolling eyes at us already.

Anna told us our room was not ready yet, ok fair enough as we were very early. so we sat in the lobby and napped because it turned out to be a pretty secluded area and the connecting mall is not even open yet.

napped halfway sudd a security guard came and said in an extremely rude tone - he was shouting pretty much at this point - that we can’t sleep here. As we just woke up atp everything was still a blur so so we thought it’s to tell us our room was ready.

We went up to the counter and asked the staff who said told us our rooms were not ready yet and that we had to wait. then we asked her why the security guard approached us ? she said in a slightly annoyed expression that it was to tell us not to sleep here. ok fine, we let it pass as we were simply ok exhausted from our early morning flight. then she asked us if we wanna upgrade our room bc there’s a upgraded room that’s alr avail now. And as we rly jet lagged and just wanted to crash in bed atp and rly had no where else to go, we agreed.

turns out what they didn’t told us is the upgraded room is literally just an additional coffee machine which we didn’t ask for. A TINY ONE. The room is same size and everything else is the same.

We were ver frustrated, annoyed and upset atp that we didn’t feel like sleeping anymore, just wanted to shower and head out. We looked for the hair dryer and found the wires are completely frayed, like we didn’t even have to take it out from the bag to see that!! This is apparently not the first feedback about this. Having the wires frayed and using tape to cover can lead to a dangerous situation, yet they didn’t do anything about this!

tried to connect to wifi but the wifi details didn’t work.

this is the icing on the cake. they sent a staff up to send mini bar drinks. then he knocked like once and tapped in to our room immediately, didn’t even wait for us to acknowledge. what if we are changing??? not even a proper tray, he was nearly dropping all the drinks everywhere and he asked esther to bring in the stuff for him.

We were already very exasperated, actually angry and extremely annoyed atp, our exhaustion from the flight didn’t make it better either. We just brought the frayed hair dryer down to make a point and tell the staff. A young female Chinese staff and another male young chinese staff were quite apologetic and then they went to get Anna who was hiding inside the office. She came out and they tried explaining the situation to her. All she said was like “ya i know, i heard everything” then she lowkey rolled her eyes and showed us a stank eye. NOT A WORD OF APOLOGY but it sounded like we owed her something.

She then started typing in her computer and never even explained to us what she’s doing, just asked us we want a new hair dryer?? The final blow that triggered us was asking us “u need it now?” NO ANNA I NEED IT TMR THAT’S WHY I’M ASKING FOR IT. PLEASEEEE!! Then she asked us to sit on the sofa and WAIT for the housekeeping to BRING US the hair dryer. We were still tired so we actually sat but processed things and went back to her to pls ask housekeeping to send it up to our room. no apologies no nothing! I am utterly appalled and flabbergasted by Anna’s attitude or lack-thereof, considering she’s in the service line !

went up to the room and waited until we decided we need to get out of here bc nothing’s gonna change. then the moment we wanted to check out which was like 25 mins later then they came with hair dryer. we alr found another hotel alr by that time.

The managers (male and female) were apologetic and listened to our experience, asking what they can do about this whole situation, which we appreciated but unfortunately it was not enough to salvage our stay. We asked for a full refund and checked out on the same day, within 1.5 hours of our...

This MELIÁ Group hotel has several issues, especially when compared to other four-star brands under groups like IHG or Accor. While I do appreciate its convenient location—close to the MRT and near Cheras in Selangor—there are aspects of the service that fall short of expectations for a four-star hotel.

First, the housekeeping service appears poorly managed or inadequately trained. During my stay, I was consistently the earliest guest to leave the floor each morning, around 8 or 9 AM for business purposes. Yet, my room was always among the last to be cleaned. On one occasion, housekeeping was still cleaning my room as late as 4:30 PM. This level of service is unacceptable for a hotel of this category. If it happened only once, it could be overlooked, but this was a recurring issue throughout my stay.

Second, although my room had a coffee machine, coffee capsules were not replenished daily. When I requested more, I was given capsules that were damaged—which is quite frustrating. If the hotel cannot provide proper coffee supplies, perhaps it should reconsider offering a coffee machine at all.

Third, while the room includes both a kettle and a coffee machine—both of which require water—only two bottles of water are provided per day. In a hot country like Malaysia, guests naturally need more hydration. When I requested additional water, I was told only two more bottles could be given. This policy seems both stingy and inconsiderate of basic guest needs. An adult needs at least 1500–2000cc of water daily—requesting a bit more water shouldn’t be unreasonable. For a hotel that claims four-star status, this falls short of expected quality.

Fourth, the laundry service is unreliable. My laundry was not returned on time, and I had to personally call the staff to follow up. This caused unnecessary stress during a busy business trip.

That said, I would like to highlight the one truly exceptional aspect of this hotel: the front desk staff member, Sinah. She was the only one who consistently delivered service at the level expected from an international hotel. Every time she saw me in the lobby, she would proactively ask if I needed any assistance. She even remembered my last name, which made me feel genuinely welcomed. I understand that my stay coincided with the Malaysian fasting month (Ramadan), during which Muslim staff may be particularly tired. Despite that, Sinah remained passionate, patient, and helpful. She explained everything clearly—from the hotel facilities to laundry service—and even remembered when I dropped off my laundry. I am truly grateful to her. She is the one redeeming element of this hotel.

In summary, while this hotel may be considered a good option in the KL Cheras and Selangor Cheras area, that’s largely due to the lack of strong competition from other major hotel groups—rather than the hotel itself...

Dear Hotel Management,

I am writing to formally lodge a complaint regarding the seriously unacceptable behavior of your staff towards my friend who has been staying at Innside by Melia Kuala Lumpur Cheras , at room no.1702 on 8th January 2025.

She has fully paid for her accommodation fee for her stay from 4 to 19 January 2025 for Room 1702(Please see the documentation attached for your reference). However, your staff cut off her access to her room on 8 January and tried to force her to downgrade to a standard room. Your staff’s behavior is not only unprofessional and violates the principles of hospitality and customer service, it also disturbed the client’s right of quiet enjoyment of the room and breached the contract with the client. The incident made my friend feel unsafe to stay in your hotel. It was only after her indication that she would call the police the hotel staff let her access her room.

I am authorised to make the following requests on her behalf: As she has fully paid for the accommodation fee and is entitled to stay there till 19 January, she does not agree to move to another room. Although there were previous communications about change of room but no agreement has been reached yet. Any of her previous suggestions are now formally withdrawn because of the said incident. Therefore, please ensure that no one in your hotel will try to ask, persuade or force her to change to another room again. Your hotel should allow her to move out by anytime on or before 19 January 2025 with full refund for the accommodation fee of the unspent nights as my friend does not feel safe to stay the hotel and is considering to leave earlier than planned after she has been denied access to her room. She is afraid that she may be denied access again at any time. The hotel should give her a written confirmation of such flexible move out option.

I urge you to seriously look into the matter and take the necessary action accordingly to avoid the said event from happening again and to ensure the client’s rights and safety are well protected.

The incident is a serious one and I urge you not to take it lightly. If we do not see any positive response or resolution by tomorrow, we will have no choice but to escalate the matter to the relevant authorities and/or social media. The right to take legal action is reserved.

Thank You for your attention. I look forward to your...