Oakwood Hotel & Residence Kuala Lumpur — Hotel in Kuala Lumpur

In my previous comment, I expressed my disappointment in Agoda and the hotel for the reasons I mentioned...but this time I am gonna write something completely different from what I wrote previously about the management of Oakwood Hotel & Residence Kuala Lumpur, specifically about Miss Mandi Ooi, the Executive Assistant Manager, who was able to change my impression 180 degrees. She proved to me that the customers are their top priority after she appologized for what had happened even though I initially blamed Agoda. Miss Mandi took our issue very seriously and immediately reponded to my review and offered any help we need. As a result, we communicate via email and she offered us another one night stay at Oakwood as compensation for my lost booking. Most importantly i came to know that agoda had never contacted the hotel as the claimed to request for cancelation or changing the booking date, which is very unfortunate. And most importantly also now i had nothing to blamd the hotel management for.

thanks you so much miss Mandi Ooi and thanks to all of Oakwood staffs for being friendly and treating us with much care and finally thanks for the wonderful stay.

Previous review 👇 It's a disappointing experience from the first time i booked this hotel through agoda. Actually i blamed both for the difficulty i had. I blame agoda as their system somehow reverse and set "today date" by default instead of the date initially i set, whereby i could not be able to change or cancel my booking due to terms and cancelation policy after i recieved confirmation and only then i noticed the date was not the date i picked. I found it difficult to contact both agoda and Oakwood to explained what had accidently happened. Finally i managed to reach the international call centre of Oakwood group and they adviced me to try with agoda since the booking was made through them, and when i contacted agoda team after hours of attempts and informed them about the issue, they informed me that the hotel strictly refused to change or even cancel the booking. So at the end, i lost my money for no reason, just because of riggid hotel terms and policies and stupit system...

This hotel, located conveniently across from Hock Choon supermarket, has its pros and cons, blending a dated ambiance with practical features. Here's my experience:

Room: I stayed in a clean, comfortable room with a pantry, mini fridge, kettle, and basic utensils. A nice touch was the 3M water filtration system, making tap water safe to drink—a plus in any hotel. The TV offered a decent variety of channels, and the bathroom stood out for being spotless, stocked with high-quality branded soap and shampoo. Overall, the room was impressive for what it was. However, the phone didn't work, which was quite frustrating.

Internet: The internet was one of the highlights—blazing fast, especially for ASR members. It really helped make the stay more pleasant.

Food: I didn't try the breakfast, so no comments there.

Facilities: There’s a functional adult pool at 1.5 meters deep and a small wading pool for kids at 0.6 meters. While the design isn’t exciting, it’s adequate given the hotel’s age.

Parking: Plenty of parking spaces, but accessing them is a hassle. Here’s where things get frustrating…

The Downside: The hotel only has one elevator that goes from the lower ground (LG) to the lobby and guest floors—but not to the car park. If you’re heading to your car or checking out, you’ll have to take the stairs. Yes, you read that right—stairs. For a hotel under ASR in 2024, not having elevator access to the car park is a serious inconvenience.

Also, the elevator display is faulty and still in operation. See one of the picture, am at Level 20 yet display shows 12.

The poor experience continued with the staff. When I checked out with my hands full, I asked the front desk if there was any elevator access to the car park. Instead of being helpful, the staff simply told me to leave my luggage at the desk and walk to get my car—or carry it down the stairs myself! The customer service was subpar and disappointing.

In summary, while the room and internet were great, the lack of parking access and poor service made the stay far less enjoyable. ASR should definitely address these issues to improve the...

As a frequent traveler with high standards for hospitality and cleanliness, I recently celebrated Aidil Adha with my family at Oakwood Residence and Hotel Ampang. Having stayed here before, I chose this property for its consistently excellent service and accommodations.

The spacious rooms are a standout feature, providing ample comfort for our group. We booked three rooms, all of which were impeccably clean and well-maintained. The hotel's atmosphere is notably cozy and tranquil, offering a peaceful retreat in the heart of the city.

What truly sets Oakwood apart is its staff. The employees are not only friendly but also demonstrate exceptional hospitality and attentiveness. This was particularly evident in their interactions with my two nephews, who are on the autism spectrum. The staff's understanding and supportive approach made a significant difference in ensuring their comfort and enjoyment.

The hotel's culinary offerings are another highlight. The food is consistently great, adding to the overall positive experience. Whether dining in-room or at the hotel's restaurant, guests can expect high-quality, delicious meals that cater to various tastes and dietary requirements.

The strategic location is a major advantage. Its proximity to the city center provides easy access to a variety of dining options and grocery stores, which is invaluable for longer stays or those with specific needs.

Cleanliness is a top priority for me, and Oakwood excels in this regard. The meticulous upkeep of both the rooms and common areas is commendable and contributes greatly to the overall guest experience.

For those seeking a combination of spacious accommodations, outstanding service, excellent dining, and a convenient location, Oakwood Residence and Hotel Ampang is an excellent choice. It's particularly well-suited for families, including those with special needs, thanks to the staff's exceptional understanding...