KLoé Hotel — Hotel in Kuala Lumpur

Pro:

In general, the “idea” of the hotel, which is to be a small boutique hotel with a relaxed, green atmosphere in the concrete jungle, is very good.

It’s also lovely to get a box of snacks on the house that represents “childhood” memories, which is such a thoughtful and lovely way to transfer cultural experiences and we dearly enjoyed it!

The location is very good, close to all the major main sights.

The additional products from Aesop are not only a good advert for the brand but also very high quality.

The rooms are spacious and bright with a big window facing the courtyard (pick those they are quieter).

The breakfast is absolutely delicious and well put together with great detail by the staff and chef.

The general design feels very European and the colours are gorgeous.

We deliberately chose a room overlooking the courtyard because of the comments about noise, and although there is still noise from the construction work next door and the petrol station/high way in the early morning, it is muffled and less intense. However, as it seems to be common in this region, insulation is not well done so when someone speaks in the hallway you might hear it.

Con:

The menu is a bit confusing at first and it would have been nice to receive a digital menu upfront at check-in to get some time. If you don’t want to eat certain products there is very little option for “healthy” breakfast sets or sets that declare potential allergies, e.g. gluten or nuts. Also alternative milks cost extra. So you have to inquire and hope for flexibility. More fruits and healthy breakfast options would have been desirable. You cannot change anything if you don’t want to eat bread or are gluten intolerant you can only have rice. Also when they run out of items on their breakfast menu (e.g. eggs florentine) we had to pick something else such as the avocado toast, but if you also wanted eggs on your toast as it would have been at the florentine you have to pay extra. That shouldn’t be. It’s not the hotel guests fault that the other item wasn’t stocked up enough at 9am in the morning.

The overall quality and attention to detail in the hotel building felt somewhat lacking for the price. I have stayed in cleaner and better-maintained hotels in central Paris at a similar rate. For example, there were visible water stains across the bathroom ceiling that appeared long-standing and unchecked, which should not be the case in a 4-star hotel. The bed was extremely hard, the shower door did not close properly, and the shower head already showed mould or rust stains. Overall, the bathroom would benefit from a thorough deep clean and proper maintenance.

We booked the hotel also because of its pool. But: The pool was almost unusable during our stay because it was full of green algae and looked as if it had never really been cleaned. Since there are no other sports options we had hoped to use the pool for a swim for workout and to cool down. We had previously been to Thailand, where the pools were cleaned every night in that climate. That may be a bit excessive, and I don't expect anyone to clean it that extremely or that there be no leaves etc. in the water, but to have no green algae would have been the absolute minimum! I didn't feel safe using this pool with the visible decay. And I wouldn't recommend anyone with small children to use it in its current dilapidated state.

To my taste, the beds were extremely hard, which made it very uncomfortable to get a good night’s sleep. I woke up several times during the night because both the mattress and the pillow felt overly firm—almost like sleeping on the floor. I could feel the springs, and there was little to no comfort. Of course, this may come down to personal preference, but I have rarely experienced beds this hard before and did not expect it in this region. It would be much more comfortable if the mattresses and pillows were at least medium-firm rather...

Location was pretty good. As it was a short distance to TRX, Pavilion and other shopping and eateries.

We booked 10 days. (Good idea at the time, bad idea after the 3rd day)

Things to keep in mind when booking a stay here: Small room, works better for single guest Bathroom is pretty small and a tight squeeze Towel rack is not strategically placed Shower door doesn’t close properly, water will splash all over the floor. So the mat they provided is gonna be soaked after every shower Housekeeping is slow Parking to lobby isn’t well lit. Did not have proper signage to direct you to the reception City view is noisy. The window pane is thin Courtyard view is probably quieter, but has no view.

First day, we checked in. The TV remote didn’t work. The TV was loud and we wanted off. Called reception, they said housekeeping would come soon. Waited for 15mins no one came. Called again, they said soon. So I waited another 10 and still no one came. So I decided to go bring the remote down instead. Reception said if they haven’t gone then they don’t know when housekeeping will be there 😓

Why tell me soon if you don’t know how long it was gonna take?

Second day, no hiccups.

Third day, housekeeping came and left but didn’t leave any toilet paper… I called reception again only to be told “soon” and took another 10 mins to decide to just go downstairs to ask for it. They said it would be faster if they gave it to me there for me to bring it up. Ok… a bit weird. But it’s better than waiting forever.

Fourth day. We woke late. So housekeeping couldn’t do their regular rounds. We left for lunch and then came back around 5pm. The room hadn’t been made. I tried calling reception again, my room phone didn’t work. Go figure… probably got fed up of my calls and decided to block all my calls 😅 So I had to go down to to tell them to get housekeeping to come.Went back to the room, and housekeeping came pretty fast this time. We left the room for coffee and dessert at the lobby cafe.

The coffee was pretty good and so was their dessert.

Fifth day no hiccups

Sixth day, the shower didn’t have water… sigh FFS… Phone still don’t work. Had to go down to tell them…

It’s just getting really annoying to have to keep going down to tell them.

The lift requires guests to tap the room key before one can press the floor. Our cards for some reason takes a few swipes to work. Had it replaced, but still experiencing problems either that…

The other days; on and off with some issues. No phone calls, reception visits to get stuff…

In hindsight, if we knew there were so many inconveniences, we wouldn’t have booked 10 days. Probably 3 days max. Cos for the same price, we could have stayed at a better known and better...

Location was a great stone’s throw away from TRX. Rooms and aesthetic were wonderful, and were the reasons why we chose to stay here. Unfortunately, this place is marred by subpar, deflective and rude staff. After a 4-night stay, 3 of our staff came down with itches all over our bodies (we were here on a team retreat, so were at Kloe 90% of the time physically). On top of that, our breakfast was served wrong, some orders missing and severely late. These were not all that went wrong but the key things that were huge concerns for me that led me (I rarely like to lodge complaints given the effort and the discomfort for all parties) to speak to the front desk.

However, I was surprised when the front desk staff’s first response to us was deflective and dismissive. We raised concerns if perhaps there might be bed bugs. Understandably they were alarmed. They examined our beds and declared they were bed bugs free, but also acknowledged and saw the bites that a few of us had. They asked us to check the bites out at a clinic and share the reports with them so they can ascertain what they were. While we understand that this was in the interest of the hotel, it really was not for us given this will all be done at our own cost. I shared that regardless of the examination, we have shown that some of our staff have had unpleasant encounters, including the itching and missing breakfast which we paid for. I requested if we could have some discounts or some compensation for it. Front desk was defensive and insisted no discounts are possible. I then offered a counter if at least some free amenities can be given. They again resisted and shared that they did not give out amenities as their policy. This was severely frustrating for me as someone who was communicating this as nicely as I could. Only once I became visibly annoyed and put my foot down did they relent on the discount. If the discount has been possible from the beginning (and even then, with lots of haggling on what could be discounted), why did the front desk have to make it such a hard time for us? Honestly, it wasn’t even the money saved or the amenities that we cared that much- but the fact that no proactive effort was made to make up for these shortcomings from the getgo, and had to be demanded and explained at length to be given begrudgingly.

I will commend their manager however who was the key person we liaised with for our booking, and was most apologetic + intervened in the end on the matter. But front desk staff need...