Pavilion Embassy Service Suites — Hotel in Kuala Lumpur

Firstly, the management is slow and the check-in counter is out-sourced. The service staff are not efficient and rude at times during check-in and check-out. It was as if they were doing us a favour when we requested them to bring us down since they cannot issue cards to us since our rooms were not ready. The same experience doing check-out; the staff were so lazy to help us tap into the lobby after we surrendered our cards. Secondly, the Nepalese security guards of the management are given instructions which are unfavorable to those who need to hire a car. All hired cars cannot enter the vicinity and we have to wait outside the guard post and there were times when many Grab cars and taxis were crowding around the guard post and my family almost got into an accident. The cars need to make a U-turn in the small space in front of the guard post instead of being allowed to enter the vicinity and U-turn. That to me is a silly instruction and selfish as well. Lastly, on the last day, I left my children with our luggage in the lobby while we went to the 3rd level to check-out. Since we have to return to the first floor and walk out to the guard post to board hired cars; we wanted to leave the luggage and our children at the lobby. Astonishingly, when we returned; my children were standing outside the lobby with our luggage. When questioned, they said that they were blocking the way so they were asked to bring the luggage out. Now, I left them waiting at the lobby near the sofa: so they can wait for us comfortably since it is supposed to be for the guests. However, the security and the cleaner told my children to move out with the luggage. I simply do not understand the logic. In short, the management should start treating guests better and understanding the needs instead of putting their staff and their needs before their guests. I am never...

We booked here to stay for a month for a holiday and to see our friends and family. Great location. Convenient with a supermarket, cafe, and a restaurant on the ground floor.||My main issue is one of the security guards keep treating my family with contempt. Despite confirming I have booked to stay in this building with 2 parking bays allocated, he continued to threat with fine of RM200. This is only applicable if we park in the wrong space, but I explained we have our own parking bays!||On some occasions, my own access pass for the car park auto gate failed to work - the same guard refused entry until I gave a length explanation.||When I went to explain that I have booked to stay here and to just please let me and family in (my mother is nearly 70 and had to endure his interrogation) - his tone became aggressive. It is incredibly exhausting having to do this each time, especially as we have travelled from far, with a small child and paid a premium for this accommodation.||Whilst I understand the need for security, it is not ok to make the residents’ lives more difficult as such. It’s very disappointing and caused myself and my young son a great...

There were dead cockroaches in the corridor. Fire detectors were not even installed in the apartment. Because of that, no cooking was allowed in the kitchen.|I’ve never stayed in an apartment without working fire detector. Felt really unsafe as there were real security hazard!|Key card had to be used to operate elevator. The reader in elevators were not working so well all the time. Took a lot of time to get it work.|Cleaning had to be asked every time. Had to buy garbage bags and other cleaning utensils myself.|Bathroom drains were really dirty and sometimes smelly.|TV’s wasn’t working at all as there were no cable connected to the TV’s.|Check-in had to be done in parking garage. When checking out I was escorted out from the back door / loading dock. That was because guests are not allowed to use main entrance to check-in/check-out as the guests disturb other residents in the same building.|Had to checkout 1 day earlier for unexpected personal reasons and they were passive doing anything about the refund. After 1 month waiting and several contacts they finally informed no redund.|Felt that reception staff were a bit rude...