PARKROYAL COLLECTION Kuala Lumpur — Hotel in Kuala Lumpur

Will never come back. I had written in to 3 different emails but none got a reply so unfortunately I have to make the content of my email public.||Dear Guest service Management Team,||I hope this email finds you well. ||I refer to the abv booking number. I had stayed at your Parkroyal KL on 16th (friday) - 19th (Monday) May 2025 in a Family Suite room. We had specifically chosen your hotel because of the family Suite bunk bed AND based on favourable recommendations by a number of my friends.||Unfortunately our stay was honestly a huge disappointment.||There were a number of hit and miss with the room 1423. ||1. There is no iron + iron board. It is okay. We can just let it slide and I just carry on my day with wrinkled clothes. NO worries.||2. No shaver. It is okay. We called the front desk for one.||3. No hair dryer. It is okay. We called the front desk for one.||4. Validation of carpark was only valid for 2 nights stay when we had stayed for 3 nights. Our booking is for 3 nights. So we paid extra parking for the late night out on our 2nd night. it's okay we can let it slide.||5. There were food crumbs at the side of the kid's room carpet. Those were from the previous guests. If guys need help in vacuuming, pls ensure that there is a vacuum in the room. I'll gladly vacuum it. :) I informed front desk the next day and housekeeping did try their best, but there were still some crumb left which was definitely not our food.||6. Condition of the room is crazy bad u guys. See the picture of the door and the towel bar in the kids room. I mean, common, that thing looks like it can fall off anytime. seriously? There are also two screws jutting out near the headboard in the master room which Im very sorry I did not manage to take a pic of it. Safety in that room is questionable. The wallpaper of the kids bunk bed is also peeling off. ||7. Windows of the kids room were not locked. Guys, seriously, come on, safety first. Sure it's a gap in which I think no kid can slide through. But they can definitely grab the toys in the room and throw them out. Mind you, both layers of the windows were not locked. We had tried to open it to check because one of our son was asking us if he can open the window. So we tested it first and to our amazement, yup it could be opened. We had informed housekeeping on Saturday morning and it was locked by the time we came back. But, my point will be, what if we had not checked the safety of the windows since the expectation is on the hotel to make sure that it is locked?||8. Condition of the toys. Are u guys really short of funds to get those poorly conditioned toys replaced? ||The next point is truly not acceptable:||I WASHED THE TOILET IN THE MASTER ROOM. Yeap, u read that right. I washed the toilet bowl at 10 p.m on Saturday night. U guys really made a hotel guest wash the toilet. I hope I was the first and the last in the history books of Parkroyal KL.||When we checked in, both toilets had this foul smell. It was not the sewage kind of smell. It was more like dried urine / poop stain smell. It was so bad, we ditch using the kids toilet and we all used the master toilet. On Saturday morning, I told front desk to get the toilets washed again. ||Saturday afternoon we returned back, the smell was still there. The moment you sit on the toilet bowl, even before you can answer your nature's call, you just want to get out. It affected us badly especially my younger kids as they refused to use the potty. ||Toilets are basic needs of a room. No iron board and what not, it is okay. But if we can't even have a decent toilet, especially from a 5 star hotel, then.....why did we even stay there?||On Saturday night, I washed the toilet with soap (I even lifted the toilet seat to wash under the toilet seat), poured hot water on the floor, and sanitized the toilet seat with Alcohol spray. Nope the smell is still there. ||Sunday morning I was more firm on this issue. I asked the front desk I washed their toilet so what were my options then. They said, they will get housekeeping to clean once more and if there is no improvement, to call front desk again.||By the time we came back, it was really tiring for us. The toilet still smells and I gave up. I am not sure whether to fault the housekeeping or was there a deeper problem with the toilets.||At this point, please just close down that room as you guys really do not want any negative review on Tripadvisor. I honestly only give positive reviews on my hotel stays and Im trying to refrain myself from giving my honest feedback on Tripadvisor on your hotel.||Oh I must add, prior to my stay, I had reached out to the reservations team (based on the email address provided for in the confirmation email), asking them if its possible to do birthday set up as we were there for multiple celebrations, 5 year old birthday, mother's day, our 10 years wedding anniversary. Nope, no reply till date. ||Maybe just maybe, you guys need to sit down and really consider looking into your team. High turnover rate? lack of employee loyalty to the company?||Our stay is already over. Do I expect a compensation? I don't know actually. I don't actually want to come back but it felt like my 2,400.00 MYR just went down the drain for nothing.||Please ensure that this email reaches the management level as I expect a reply from your hotel soonest.||Thank you.||Kind...

Reference #: 1904343896 Check-in: 17 June 2025 | Check-out: 20 June 2025

We chose ParkRoyal Collection Kuala Lumpur with high expectations, as it was meant to be a special stay to celebrate both our honeymoon and a birthday. Having had consistently positive experiences at other reputable hotel chains such as Marriott, Shangri-La, Hilton, and Pullman, we expected a comparable—if not elevated—standard from a 5-star property. Unfortunately, our stay fell short in several key areas, making it one of the more disappointing hotel stays we’ve had—even when compared to 4-star properties like Holiday Inn, which have delivered a higher level of comfort and service.

What We Appreciated: • The birthday decorations, including balloons and a complimentary cake, were a thoughtful gesture that added a personal touch to our celebration. • A card was included with the message, “May it be filled with unforgettable memories.” Ironically, it was—though not for the reasons one would hope. It served as a reminder of how misleading a hotel rating can sometimes be. • When we shared our concerns about the room, the manager on duty offered us the option to upgrade to a club room at an additional cost, which we appreciated as an attempt to address the situation.

Areas of Concern: • Room and Facilities: • The room was significantly smaller than expected for a 5-star property. • The bed was squeaky and did not meet expected comfort standards. • The air-conditioning unit stopped working halfway through our stay. When we contacted the front desk, the staff member was unhelpful and shared inaccurate information about the issue. My husband works in the hotel industry, and it was disappointing to hear staff providing explanations that were clearly incorrect and appeared to be improvised. • The in-room TV experience was also frustrating—it repeated the phrase “documents when,” and it was extremely difficult to connect our devices via Chromecast or AirPlay, which limited our ability to enjoy basic entertainment.

Customer Service: • During breakfast, my husband accidentally left his key card on the table. When he informed the manager on duty, the manager simply walked away without offering assistance or follow-up. • The call centre was slow to respond and, at times, argumentative rather than solution-focused.

Guest Safety and Staff Awareness: • The pedestrian pathways leading from the hotel to both sides of the street are narrow and exposed to oncoming traffic, which poses a potential safety concern for guests—especially those with luggage or children. • Separately, there was a moment when I was hoping to receive assistance at the reception, but the staff member present was on his phone and appeared completely oblivious to guests needing help. He remained disengaged for an extended period despite being stationed right there.

Inconsistent Service Standards:

On our final day, there was a sudden and noticeable improvement in service, which we later realised coincided with the presence of a regional executive on-site. For the first time: • Bellboys were stationed at the entrance (previously only a security guard was present). • Guests were greeted and escorted to their tables during breakfast—unlike the previous days when guests seated themselves with little interaction from staff. • Staff were more attentive and visibly present during peak hours.

This stark contrast highlighted a lack of consistency in service delivery, which should not be dependent on the presence of senior management.

While we appreciated the birthday gesture and the opportunity to upgrade, we had chosen ParkRoyal Collection for a deeply personal and celebratory occasion. We expected a higher level of consistency, professionalism, and care—particularly from a hotel of this standing. We hope this feedback provides constructive insight to help enhance the guest...

Place is very central and near to shopping centres like Lot 10, Sungei Wang, Pavilion, and it is about a half hour walk to KLCC.

Staff were very polite and courteous at all times, and ensured a smooth check in and out process for us.

Breakfast was very extensive, and ranged from many different cuisines - indian, malaysian, chinese, western, japanese, and they had different styles of eggs, buns, cakes and fruits. Breakfast menu varies daily so that you won't get tired if you are staying multiple nights there.

Room is clean albeit I killed 2 flies on the first day of checking in, but none were sighted in the following days. Walla are quite thin though, so you can hear slamming and opening of doors, and people talking in and out so its quite disturbing when we are taking a rest.

Would be a 4 star if not for the room mix up the hotel had with my room, 460. On the night of 16 May, when we just returned to our room, the room service staff knocked on our door asking us if we were supposed to check out and i showed him that our card said check out was on 18 May and he apologised. In the morning on 17 May the staff tried to open our room door and apologised realising we were still in the room. Later in the afternoon before we left the hotel, our room was knocked on by a diff staff from yesterday that asked if we were supposed to check out today and I told them that we were checking out on 18 May the next day instead. We then left the hotel and switched the "make up room" button on. At night when we returned, another different staff came and knocked on our door and asked if we were supposed to check out and I repeated the same thing, to which he replied that his boss told him we were checking out so to not make up the room for us. Hence, we came back to our room that was not made up. He then asked if we needed any room make up and we just said no because it was already late and we wanted to rest.

I later called the concierge asking them why there was a mix-up and they realised that my room is currently under a different name and the concierge said they would call me back. 10 minutes later, i had the staff who were supposed to make up rooms knocking at my door to ask if we needed to make up our rooms in a fed up tone, but I could tell they were still trying to be polite and were annoyed at the miscommunication, not at us. I hope that the management didn't give them a bad scolding as it was a system fault, not theirs.

We just got more fresh towels from them since we also did not want to inconvenience them. I felt that from the staff's first interaction with me on the night of 16 May, they should have escalated it immediately to the management to check if our room was indeed under a different name to prevent such confusion and misunderstandings. Could clearly tell that there was no communication between all the different staffs on this and hence resulted in such a back and forth.

Room service later knocked on my door for the last time and gave me an apology fruit platter with a card. I would definitely come back to stay again, just hope that communication could be better among the management, to prevent such mixups from happening again and wasting...