InterContinental Kuala Lumpur by IHG — Hotel in Kuala Lumpur

A luxurious 5 star hotel located ideally in the heart of KLCC providing access to all forms of public transport, while less than 10 minute walk to KLCC. The rooms are really big, furnitures and fixtures are in good condition, the bathrooms are very large with Modern facilities. The only thing that requires improvement is the phones that are very old and seldomly work. The breakfast buffet has a very wide spread and includes all types of cuisines including Western, Malay, Chinese, & Indian items, along with fresh fruits. Among other facilities on Level 5 the hotel has a Gym, Swimming Pool, Spa, and a Mosque. Level 1 to 5 are accessible by lift to everyone, however floors with rooms from floor 6 to 30 are only accessible via hotel keycard. The staff are very nice and helpful across all facilities in the hotel. Below is a detailed review of all facilities:

Check In: We were checked in with minimum time. The staff were very professional and welcoming.

Elevators: 6 Elevators and they are spacious and fast. Did not have to wait for over 1 minute at various times throughout the stay

Room: We got a room on the 19th Floor on the hotel front. The room had a wonderful view, but sadly at night around 2 AM daily a motorcycle group with over 200 bikers would cross the road and create too much noise. The soundproofing needs great improvement. The bed was huge, pillows extremely comfortable, a dedicated work desk, ample Lighting and controls on both sides of the beds, as well as power outlets for charging. Great part is that they have modern USB C charging outlets on both sides of the bed, however the work desk only has old USB outlet. A huge mirror, a nice large TV, a small fridge, a nice closet space, a very good iron and ironing board. There is an electric kettle and plenty of tea and coffee options available complimentary in the room. The room is as good as it comes. There are two phones inside the room but both are very old and most buttons didn’t work. The phones need replacement.

Bathroom: Very large in size, the WC has very efficient bidet system installed. One wall is all mirror, while the bathroom has a bath tub and a separate shower cabin with Rain shower as well as the hand held + adjustable shower head. The water pressure was really good even on a higher floor. The bathroom amenities were provided while the liquids are in fixed bottles near the wash basin and in the shower cabin. The hair dryer is of a bigger size and very powerful.

Gym and Pool: The Gym is of a good size and has plenty of machines. The pool is of a decent size however the depth is only 4.5 Feet which could have been increased for a better swimming experience.

Breakfast: A huge breakfast spread with stations for fresh fruit, yogurt, cheese, and salads. An omelette station is followed by a western breakfast station, next is the Indian station with live paratha. There is a dedicated soup, noodle, and dim sum stall. There is an entire station for Malay and oriental food. A wide section for porridge, oatmeal, and cereal is placed with three different variety of milk. The bread section has a huge variety of bread, buns, and croissants. Tea, Coffee, & even cold coffees are provided complimentary for breakfast. It gets extremely crowded after 9:30 and despite efficient refilling by staff, items run out very quickly. They have both indoor and outdoor seating, however you can only be seated by staff once you check in at the entrance.

Transport & Accessibility: With a very heavy road traffic, public transport is ideal choice for Travellers. The Metro station of Ampang Park is literally 3 minute walk from the main hotel entrance. It provides connectivity options...

1 star service and food branded as 5 star. Worst ever .. nothing went right (literally)

June 2024

I had plan a staycation with my best friend as a birthday gift after hearing great reviews about your hotel. In fact I even bought a Indulge package to enjoy the perks offered.

From the moment of checking in to your hotel, in has been an unpleasant experience starting with, as per the below :-

I had receive an email about a birthday cake being prepare for this occasion. However, it had been forgotten and I had to remind them by showing the said email. It then took an hour and a half to get the cake ready.

At dinner at Serena Brasserie, the satay chicken was raw and unfortunately I had put it into my mouth and had to spit it out. We brought this to the attention of the manager on duty and his prompt apology and attention was appreciated. Being a 5star hotel, this is unacceptable especially when food poisoning cases are on the rise. Append herewith is the picture of the raw chicken satay.

Once we got back to the room, wanting to freshen up, we realize the water is yellow. Understandably this is not the hotel's fault that the water is yellow however after speaking to concierge, we were told that this issue was on going for the last hour and the technicians are looking into it. The point here is, your guests should be informed of this as no one wants to be surprised with yellow water while showering or brushing their teeth. We do not expect an immediate solution to contaminated water but we do expect to be informed of such matters and to be given a proposed solution (for eg. Supplying more mineral water to affected guests for their needs like brushing their teeth or washing their face)and a timeline to the situation.

Apparently the duty manager (Jani) said that they have attempted to call the guest in their room to inform about the water issue but some guest were not reachable. However, this is not an acceptable excuse. There are many other alternatives to reach the guest for eg. Leaving a note under the door, or leaving a voice message.

We couldn't even shower or take a poop properly.

This may seem trivial to you but as a chain of hotel who pride themselves on excellence and 5 star rating, this is unfathomable.

P.s. I've sent an email to their Hotel Manager (gavin.rupert@ihg.com) and Customer service (guestrelations@ickualalumpur.com.my) (email addresses provided by their concierge directly) and its been 4 days still no reply. Hence this review here in the hopes of getting their attention.

Nothing really matters...

5 night stay at this hotel to celebrate my daughter‘s birthday. We had a long flight from Australia and arrived at the hotel at around 6 am. We had breakfast which I hadn’t booked but I realised the breakfast booking for the last day -we would not be able to have ,as we had to leave early to fly home. Consequently the staff on the front desk just said to have the breakfast that morning which was really good. But then when we came out- unexpectedly, they said they had a room ready for us so that was amazing, because we thought we’d be hanging around all day waiting for a room. so we went to the 14th floor to our twin room which had a lovely view out over the city and we could see Kuala Lumpur Tower. It was lovely and comfortable and a large room and spotlessly clean and two of the largest single beds that I’ve ever seen in my life. So we both rested and then after lunch went for a walk. The staff the whole time we were there, was so helpful and friendly and the concierge guys there were our best friends. They organised lots of transport for us which was really helpful and gave us lots of advice and literally within a day or two They knew us and our names and if one of us walked out by ourselves ,they said where’s your daughter or where is your mother?.. they were very good. The hotel was having some renovations so we had breakfast in the ballroom every day except for the last day when we were back in the normal room. The hotel has beautiful water displays and fountains and waterfalls through very large windows at the back which is very relaxing. It has a lovely bar and then another bar upstairs called Bentley’s bar and you can get a light meal there and pizzas which were the best pizza that I’ve ever had. I have to say… staff there were friendly and by coincidence we went on a Thursday night which was skirt night which meant that the ladies who had a skirt on or a dress could get a free drink which was helpful. The hotel was on the same street as the back of the twin towers. There was a lot of roadwork going on so it would’ve been an easy walk had we not had to skip around some of the roadworks but really it was in a great position and there was a train station literally Next Door underground and shopping centres everywhere and Easy walks to everything basically. Would I stay there again definitely?. Also a great pool area, and an amazing spa called the Jade spa .. which we used for a massage and a chocolate scrub.. it was...