Pacific Regency Hotel Suites — Hotel in Kuala Lumpur

This place could be so great if it was properly maintained. I've stayed in 4 star accommodation that wqs better than here. Room 1719 was very big, had a king sized bed, a bath and a monsoon shower. However, there were stains on the wall, carpet and showers. The carpet was lumpy and as a person with a disability, if I was npt careful, I could have easily tripped. The monsoon shower didn't work properly, the bath tub could not hold in water and the pipes were very noisy. It sounded like it was raining non stop. The lights in the toilet were flickering, giving a sense of a haunted place. Upon telling the reception they asked if we wanted it fixed or swap rooms. We doubted that such a huge amount of things wrong could be fixed so we swapped rooms. Sure enough another Aussie was in the room the following two nights and the shower was still not fixed. It would not have been so bad had the shower door closed properly but it does not, causing large puddles of water to be everywhere on a very beautiful marble floor, which unfortunately is deathly slippery. We were told by the duty manager the day of our swap that he would personally make aure everything was working in our next room, however upon checking in the again the following day, the receptionist didn't really know who we were, and a room of equal size and quality was issued to us. We were told it was actually a better room. I had my doubts. Upon arrival in room 2101 my fears were confirmed. We went from a king sized bed to a queen. It doesn't seem like much but being an XL sized person in Asia has meant that my feet would reach all the way to the end of the bed. Needless to say I had paid to have a good rest in a 5 star hotel and I didn't get it. It might seem a bit nit picky, but I did pay for a 5 star hotel, but I really didn't feel like I paid for a 5 star hotel. The laundry was filthy and moldy, and one of the dryers was out of commision. I highly recommend the Thai Spa within the hotel though. It was amazing. Word of advice, if you wear large underwear in Australia or the West, bring a spare pair of underwear, the largest disposable underwear they give you is extremely tight. Food wise: breakfast was edible. Not great. Not bad. If you get the eggs made to order they are nice, though as someone who has worked in hosputality, I can say with all honesty the scrambled eggs are not great. Omelets are much better though. We were give free breakfast as compensation for a downgrade in the room. Thank you for doing that. I ordered a rare steak and was give a well done steak. I also tried to ask for curly fries but was told that the quality of the current batch was no good. Ok no worries. But my steak did come with very good wrinkled fries. Why not just give me that? So weird. The vegetables were good, but the I got some gravy instead of a herb butter which wad what I ordered. The gravy was very delicious but it was not what I was expecting. It was still nice though, but if I did manage to get my rare steak this review would have gone up an extra star. All in all, I was very underwhelmed by this hotel. The pamphlets advertising stuff all looked old and used. Even the promotion stand looks terrible, the table cloth could use a wash and the TV with it was all wonky. Sometimes the people on the phone didn't speak English only Bahasa Malaysia. kind of difficult to communicate with someone if the operator doesn't use the nationally reconised language. If I didn't recieve the free breakfast as compensation for the terrible but large room, this would have been a 1...

Worst stay I have had...Far from 5 star.

I paid for a 2 night stay at the hotel. Upon arrival a large piece of mirror fell off the wall after i rested my luggage against it. I rang the hotel reception and after sending 3 different people to inspect it they decided that it was unsafe to stay in the room. They then moved us to another room. When the door was opened and lights were turned on there were cockroaches and other bugs in the room. I advised that this was unacceptable and we were yet again moved to another room. Also there was a letter in our room on arrival saying that bug spraying was taking place and that staff may need access to spray during our stay (should not be doing this at all while guests are in room)

We were then moved into another room. This was at about 8pm. We were obviously not feeling very happy after being moved so many times so we headed out for dinner with friends. We arrived back at the hotel late at night and went to bed. When I woke up I discovered that the fridge had no water or fizzy drink in it, this was not good as i paid for it as part of our stay. I then went to have a shower and it did not work correctly. I was very upset and went to speak directly with the hotel manager a Mr Abu Bakar Ramli. He advised that he was very sorry and would upgrade us to a better room and inspect it himself to make sure everything was working correctly. I accepted his offer and he told me he would contact me shortly on the phone in my hotel room. I waited 45 minutes and heard nothing. I then rang reception and they advised he would contact me shortly, we waited another 15 minutes and heard nothing. My wife and I had definitely had enough by this stage and decided that we would ask for a full refund and check out, to go to a different hotel. Also as a side note every room we were moved to had about half a roll of toilet paper.

We went downstairs and I told Mr Ramli, who was the duty manager at the time. I asked for a full refund as this was one of the worst hotel stays i have ever had. He advised that he understood and would refund me in full. He advised that the refund would take 14 days. It is now 21 days later and i have refunded nothing.

I am now in contact with a duty manager called Andrew, he advised he has processed a refund for one night and that I should check with my credit card company. So i have been checking my online account and nothing has been refunded. I also rang them today on the phone and they advised there is no refund to be found.

Andrew advised that we are not being refunded 2 nights and that just one will be refunded. I don't see how this is possible as Mr Ramli told me we would be refunded both nights.

The fact is we only stayed one night and checked out at approximately midday on the 2nd day. So i should be refunded the 2nd day regardless as WE DID NOT EVEN STAY THERE...

PACIFIC REGENCY SUITES|22-25th Dec 2023 (4D3N)|Husband & Wife.||HOW TO GET THERE|We arrived at Berjaya Times Square by bus from Singapore & it took 12 hours due to congested checkpoints & highways. There are plenty of bus services plying the route SG-KL. Main difference is the pickup & drop-off points in SG & in KL. Your preference depending on the place you stay.|You can also take a 55min flight from Changi Airport, then KLIA Express to KL Sentral, then connecting Rapid KL to Bukit Bintang/Times Square station.|You also have an alternative, FireFly SG to Subang airport; but that is another story.||Upon bus drop-off we took a 15mins walk to Jalan Puncak, Pacific Regency, from Times Square. Good walk to stretch our stiff legs from the bus journey. This hotel is beside KL Tower. Used to be known as Menara Pan Global, now it is called KH Tower.||CHECK-IN|Fast & fuss-free, as it was already 8pm. We also paid the tourist tax of RM5/pax per night. RM10 for 3 nights, total RM30. We were provided two room cards & wifi log in.||ROOM|We got an executive room which is great. Room was carpeted & spacious with a king bed. There is a kitchenette with working induction stove, fridge & kettle. Coffee, tea, creamer & sugar are provided too. There are three closets, a safe, TV, working desk & a couch.|Beds & linens are fresh, we had many good night’s sleeps.Bathroom has separate shower & egg-shape bathtub. Get those bath balls & gel for that evening dip & scrub, heh!||F&B|There is in-room dining & they also have kids’ menu.|Breakfast is served on level 23, Soi Restaurant.|Spread is good with a live egg station.||WALKING AROUND|Nothing much around the hotel but there is a 7-11 on the Ground floor.|Walk to KLCC about 20mins, to Sungei Wang 15mins & 20mins to Times Square.|Anywhere else, we took Grab & it was only good experiences during our journey.|It was safe, economical & fast.||AMENITIES|Gym is on level 23. |Swimming pool opens from 8am – 8pm.|The rooftop bar, Loop KL/Luna Bar is permanently closed.||FEEDBACK|I had too many bad instances when my room card fails. It failed at the lift scan point & if that passed, it will fail at the room door. You would have to get the lift all over again to the lobby, get the card right, walk to the lift & this game happened 11 (eleven) times during our stay. ||I will not degrade any star for my review because of the card issue. But those who experience this problem, please inform the hotel this has happened many times. ||All-in-all, it was a good stay over the Christmas period. Staff were friendly, diligent & helpful.|Thank you, Pacific Regency, for the good...