Moxy Kuala Lumpur Chinatown — Hotel in Kuala Lumpur

I swear, this is my first-ever feedback post — but this experience really made me upset and completely disappointed.

We visited the poolside restaurant (Moxy Bar) using our welcome drink vouchers. After ordering 1 cocktail & 1 mocktail, I realized there was nothing for my toddler not even a basic offer of water from the staff. So, we decided to order her ice cream just so she’d have something while we enjoyed our drinks.

While waiting, my husband went back to the room to get a drink for her. When the drinks arrived, the staff didn’t explain which drink was which. My husband — who CANNOT DRINK ALCOHOL due to health reasons — unknowingly drank the alcoholic one . He only realized after finishing about 20% as I took my drink after him and confirmed with him. It was a serious mistake that could’ve been easily avoided if the staff had just communicated.

Shortly after, my daughter’s ice cream cup dropped on the floor. She had just started eating little topping. I didn’t expect this would happen, and I admit I didn’t correct her eating posture as the table(near to poolside) the surface was slippery not suitable for eating instead of just put teh drinks with coaster. And the ice cream was served WITHOUT COASTER , which made it unstable. Just like drinks, ice cream in a glass/cup should have a base, especially when served to a child.

My husband asked counter staff to help clean and told him the incident but after a while, they brought 1 scoop (which I did appreciate) likely as a kind gesture. I wonder how can the staffs not notice that and need us to inform them. I picked it up the 3 scoop of ice cream dropped on the floor and placed it on the table myself to get their attention. However, no one notice that and no clean spoon was provided until we asked for the 1 scoop of ice cream. Only after I asked the staff to clear the dropped ice cream and clearly explained that the ice cream had FALLEN on the floor then he only knew the incident. I guess they don't have communication between bar counter ter staff and waiter or they just trying don't bother us.

To be honest, the restaurant was not even busy. I saw staff chatting at the bar counter, yet the service on the floor was inattentive and lacking in care.

And to top it all off, there was a Ladies’ Night event starting at 8PM, we were there 7.30pm - 8pm — and no one informed me. Was it because I’m married? Or just because we come for the welcome drinks(FOC). Either way, it added to the feeling of being ignored.

What hurts the most is that the entire experience left us frustrated and upset — to the point where we ended up arguing at the table in front of my little one and left the restaurant as soon as we finished our drinks. That’s not the kind of memory anyone wants on a holiday.

Honestly, it makes me wonder — because we were using welcome drink vouchers, did the staff assume we weren’t important, or that we didn’t deserve proper service? But we did order the ice cream for our toddler which do not have the drink. If so, that’s incredibly disappointing. Whether a guest is using a voucher or paying full price, they should be treated with equal respect, attentiveness, and hospitality. That’s what being in the service industry is about.

I understand not everything goes perfectly, and I acknowledge my part in not correcting my daughter’s eating posture. But at the end of the day, we came here to relax, not to feel neglected or disrespected.

I truly hope management takes this feedback seriously and works on training staff better in communication, awareness, and...

I swear, this is my first-ever feedback post — but this experience really made me upset and completely disappointed.||We visited the poolside restaurant (Moxy Bar) using our welcome drink vouchers. After ordering 1 cocktail & 1 mocktail, I realized there was nothing for my toddler not even a basic offer of water from the staff. So, we decided to order her ice cream just so she’d have something while we enjoyed our drinks.||While waiting, my husband went back to the room to get a drink for her. When the drinks arrived, the staff didn’t explain which drink was which. My husband — who CANNOT DRINK ALCOHOL due to health reasons — unknowingly drank the alcoholic one . He only realized after finishing about 20% as I took my drink after him and confirmed with him. It was a serious mistake that could’ve been easily avoided if the staff had just communicated.||Shortly after, my daughter’s ice cream cup dropped on the floor. She had just started eating little topping. I didn’t expect this would happen, and I admit I didn’t correct her eating posture as the table(near to poolside) the surface was slippery not suitable for eating instead of just put teh drinks with coaster. And the ice cream was served WITHOUT COASTER , which made it unstable. Just like drinks, ice cream in a glass/cup should have a base, especially when served to a child.||My husband asked counter staff to help clean and told him the incident but after a while, they brought 1 scoop (which I did appreciate) likely as a kind gesture. I wonder how can the staffs not notice that and need us to inform them. I picked it up the 3 scoop of ice cream dropped on the floor and placed it on the table myself to get their attention. However, no one notice that and no clean spoon was provided until we asked for the 1 scoop of ice cream. Only after I asked the staff to clear the dropped ice cream and clearly explained that the ice cream had FALLEN on the floor then he only knew the incident. I guess they don't have communication between bar counter ter staff and waiter or they just trying don't bother us.||To be honest, the restaurant was not even busy. I saw staffs chatting at the bar counter, yet the service on the floor was inattentive and lacking in care.||And to top it all off, there was a Ladies’ Night event starting at 8PM, we were there 7.30- 8pm — and no one informed me. Was it because I’m married? Or just because we come for the welcome drinks(FOC). Either way, it added to the feeling of being ignored.||What hurts the most is that the entire experience left us frustrated and upset — to the point where we ended up arguing at the table in front of my little one and left the restaurant as soon as we finished our drinks. That’s not the kind of memory anyone wants on a holiday.||Honestly, it makes me wonder — because we were using welcome drink vouchers, did the staff assume we weren’t important, or that we didn’t deserve proper service? But we did order the ice cream for our toddler which do not have the drink. If so, that’s incredibly disappointing. Whether a guest is using a voucher or paying full price, they should be treated with equal respect, attentiveness, and hospitality. That’s what being in the service industry is about.||I understand not everything goes perfectly, and I acknowledge my part in not correcting my daughter’s eating posture. But at the end of the day, we came here to relax, not to feel neglected or disrespected.||I truly hope management takes this feedback seriously and works on training staff better in communication, awareness, and...

My wife and I stayed at this hotel twice in June 2025 based on a WONDERFUL first stay in May 2025 when we hosted training in one of the hotel's training rooms. Our stays in June were 11-12 June, and 18-20 June coinciding with our delivery of training to a business client located near the hotel. ||We love the hotel's funky/nostalgic decor and vibe, the latter of which is shared by the hotel's staff! Everyone has a refreshing "can do" attitude. They were happy, energetic, eager to please, and attentive to our needs. We were able to get a 2pm late checkout on both occasions at no additional charge. ||The rooms themselves share the same funky/nostalgic vibes as the hotel's lobby and common areas. Although they are a bit on the small size, they are cozy without being suffocating. Meaning that two people can move around without bumping into each other. Depending on the layout of the room you book, some rooms have separate rooms for shower and toilet, while other rooms will have a single room with toilet and shower but with the shower separated by a sliding glass door. Whichever room you get, the shower comes with a seat, which is handy for folks who may need some support while cleaning up. ||The F&B staff at the 2nd floor restaurant and the 9th floor bar were great! Service was friendly and efficient at both venues. The breakfast buffet food selections were tasty and sufficient. The complimentary welcome drinks that we were offered at the bar were a nice touch. The best items by far on the bar menu are the pizzas. Full of flavor and absolutely DELICIOUS! They are the best value of all the items on the menu, in my opinion. The night view of the KL skyline is fantastic! ||The hotel has a pool and gym located on the 9th floor, but we didn't have time to check out either. The pool is open from 7am to 7pm while the gym is open 24 hours. Parking is available onsite in the basement or the multi-storey parkade. Not sure what the charges are since we have a longer car and took advantage of the valet service, which costs RM30 per entry.||If you need a place for casual meetings or to get some work done while you're at the hotel, there's plenty of space to do so down at the lobby, which includes a coffee bar where you can get an assortment of hot beverages. The one thing about the hotel lobby, 2nd floor restaurant, and common areas that you will have to contend with is that they can be rather chilly because of the central cooling system. So my advice is to bring a sweater or shawl with you if you intend to stay in any of these places for long.||All in all, our stay on these two occasions was nothing short of PERFECT! We do hope that the hotel and staff can continue to provide such great customer service and an excellent customer experience because too few hotels in Kuala Lumpur are doing things as well in this regard as Moxy...