Pavilion Hotel Kuala Lumpur Managed By Banyan Tree — Hotel in Kuala Lumpur

I first booked and registered as Banyan Tree member after hearing from my relatives, how great Pavillion Hotel was and how enjoyable my stay would be. So 22nd October 2024, I checked in at the lobby, it was a pleasant surprise as I was led to the Club Lounge for my check in , I was assigned room 13A16. Was loving the experience so far. That evening , i got to enjoy the evening cocktail session as a Clubroom guest, nice, i'd say, food presentation was so-so only in my opinion, the pasta dish served was rather bland, not savory (salty ) enough. Shrugged it off, since its 'free food' right. The cocktails and wines freely flowing in that 2 hours which i enjoyed a lot with the family . After a fun evening,I asked the Club lounge staff, on why prior to checking in, i was emailed a form which enabled me to choose the kind of fragrance i wanted and pillow etc. But, upon checking in I found no such aromatherapy perenaphilea in the room, she mentioned the turn down team would set it up , i went back, the only turn down was... NOPE, no aromatherapy set up with the lemongrass fragrance which i choose.Dismissing it as a genuine error which may have been overlooked, we turned in, I was light headed and ready to call it a night, the room, is comfortable and so enjoyable for me to rest after a fun day. Until at 3.30am, I was rudely awoken by the ringing of the in-room phone!!! Not too sure what happened here, but I answered and there was no one on the line, For record purposes my room number is 13A16, and only by looking at the hotel phone with my BLOODSHOT eyes, I realized the display stated my extension (room) was 1415. So my question is...wrong phone line (port)? that's why I received a rude awakening?And yes, i am pretty sure, 13A15 checked in about that time( yes...3.30am in the morning), because I heard sounds from next door and the sound of the door opening and closing. Woke up the next morning , headed to the courtyard for breakfast. The buffet breakfast was not that wow as well. I am sorry, but just being honest here, the carrot cake was HARD,roti Canai was rather luke warm and chewy and last but not least, the miso soup seemed to be watered down..?The other offerings were palatable.I went to the Club lounge to check out at about 12.30pm, they did ask if I had left anything, which i at that time said, NO. It was later when I went down to have lunch, and whilst ordering, I recalled, leaving my fruits , vegetable juice and Cheese in the mini bar. at 12.50pm thereabout, I rushed back to the reception (lobby) and apologized that I may have overlooked and left some things in the minibar, which the gentleman, Adam promptly made a phone call to check/do the needful. I waited about 10 minutes, Yes, he was busy checking in some guests, it was ok. He reverted about 1.00pm and told me they found my items and would be sending the things down. I waited till 1.15pm, patience wearing thin, handed him an empty paper bag and told him , I would have my lunch first, and return for my things as it is too long await, in a rather flustered condition, he shot back, "Sorry but we are busy (checking in guests). I walked away rather unhappy.Mr Rudy Oretti, I have a question, Is it because I have checked out, I no longer matter? Checking in guests are important, But dont forget, the ones who checked out still deserves to be 'served well' after all, your potential RETURN guests are those have checked out, so the experience still matters, does it not? Here is what I think happened, YES, the Housekeeping staffs were busy cleaning rooms at the time, reception was busy checking in/out guests, I totally get it, BUT.... in this situation, instead of letting me wait, could reception have offered to give me a room card for 13A16 to get my things from the mini bar myself? Could the reception staff have made an effort, check with the duty manager if ANY OTHER STAFF could have helped to pass my things back to me? maintenance staff or the bellmen maybe? Or the duty manager his or herself could have helped me?The 25 mins wait...

Let me start by saying that I would have given this property 4 out of 5 if there was no issue with Malaysia Tourism Tax collection.||||Like many other reviews say, the location of this hotel is perfect, right in the centre and connected to the Pavilion Mall. The breakfast was very good in terms of taste and variety of food even though the staff could have been more attentive and polite. The room was spacious and functional but nothing special or memorable. In comparison to other 5-star hotels in KL, this sits at the lower end of the spectrum. However, I have to admit that the price they offer is usually very competitive and much lower than that of Four Seasons, Mandarin Oriental or even Grand Hyatt.||One aspect about the room that definitely annoys the light-sleepers like me is the quality of soundproofing material. The wall between rooms is paper thin to the point that you can hear every banging, knocking, door opening/closing that happens in your neighbour's room. You will hear the noise even though your neighbour does not intend to make any noise. Thus, if you happen to be next to noisy neighbour, you will absolutely have the hard time falling asleep.||||Now is the most heinous part. When I was checking-in, Mr.Frankie at the reception never mentioned about Tourism Tax at all. This made me believe that the tax had been collected and paid by Agoda. However, when I was checking-out, the front desk lady and her supervisor (I forgot their names, but it was on Friday 27th of November 2024 at about 08:30am) insisted that I had to pay the Tourism Tax for 2 rooms and 2 nights. I protested because nothing about Tourism Tax charges was brought to my attention during check-in but they did not care. The supervisor even used his secret weapon by saying "Sir, in this case we just collect the tax payment from credit card you used for incidental charges" At this point I raised my voice as I was so irritated by the way he handled this situation. As I had to catch my flight, I absolutely had no time to run through my email to find the proof of Tourism Tax payment from Agoda. At this point, I only had two options: A. Pay the tax amounting to 40 Ringgit or B. Just leave and them charge my credit card. ||To me this way of collecting Tourism Tax is DAYLIGHT ROBBERY. This is such a PREDATORY practice. Pavilion Hotel only raises the point related to Tourism Tax during check-out, so the guests will have no choice but to pay the taxes that they may have already paid or risk missing their flight. As a comparison, The Hotel I stayed in Melaka (not even a five-star property) explained about and collected (if applicable) Tourism Tax during check-in so if there is a discrepancy, the guests would have enough time to clarify the charges during the stay.||To make the matter worse, I have been back home for almost a week and finally managed to find the proof from Agoda about Tourism Tax payment. I was very upset so I sent an email to Mr.Azizan (the Reservation Manager) but he does not reply. This shows that the management actually supports the nasty way of making some extra Ringgits dishonestly through Tourism Tax Scheme. SHAME!!!!||||To end my review, I wish to suggest all fellow travellers to stay away from this property. There are many nice hotels in KL that do...

The staffs in the restaurant are good service. The satay is okay for me as it is fully meat, not with fat meat and chicken skin . This one I like it. And the tea are from Harney and son … so far ok and the milk are from farm fresh

The breakfast is not as it so worth it. I had try almost of food in the buffet and I give the comment is RM120 for 1 ppl for eating sugar and salt only. Most if the food are very sweet or very salty and don’t have the taste it should be. I can just taste the sweet or salty only. No more then Anything. The miso soup don’t have seaweed, and very salty. For the dimsum smtg like that cannot give much comment. Most of the hotel buffet will provide same thing The tea tarik, tea tarik without tarik and the staffs will split out the bubble and not tea taste and just can taste sugar only. Buttercake cannot taste butter’taste, just sweet. Others patisserie also same. Have bread but cannot provide fruit jam for us. Almost of all the tropical fruit are rotten and have worms Salak, Longan rambutan,mangosteen either got worms or rotten.

The reception staff was snobby . There were 2 reception counters, 1 of them are serving another customer, and 1 of them was at other counter..We went to another counter and tried to check out, but the staff hold on us and don’t want to serve us first. If she want to prepare up her stuff or haven’t finished her work need to follow up and need us to hold on a while, well, is fine. But she wasn’t . She just stand out from the counter and walk to beside her supervisor or manager and standing here, because the supervisor was talking to VIP. When the vip gone then she go back the counter and want to serve us. This is a very bad impression for us and your are represent of your hotel image.

The staffs are nice and friendly, most of the staff we meet, they within will ask you where you want go and point out for you. In or out the elevator , some of the staff will come in and said good morning and have a nice day smtg like that to you. Maybe cuz that day got Vip come , so I not sure are they do these for everyone. As the experience I had mentioned just now.

For the hotel car park ticket, nobody told us our car need to park into the “hotel” area car park, then we can claim the fee. This should be been told during the time we been check in. They just mention can be exchange card smtg for the car park ticket, When we go to reception again, they said if we are park in the mall , they cannot valid the parking fee for us. But at first nobody told us that. Got too much bad experience at here and I had give up to argue with them. Fine,I paid the car park fee myself.

The experience are more the I expected. And I think I wouldn’t come back again. The most of the reason that I come is my relatives recommended this hotel is good, now I don’t thing so… When next time I come back KL, rather than choose other hotel which are near the mall compare to this .

The good of the hotel is directly with the mall, and I think it just the only good of it. Environment & rooms got the things that 5star...