Pullman Kuala Lumpur City Centre - Hotel & Residences — Hotel in Kuala Lumpur

My wife and I stayed at this hotel for three nights from 9/13/25 to 9/15/25. We didn't use many of their services due to the busy daytime touring of the cities. The room was always cold at night, even after I increased the temperature to the max, so I had to turn off the AC at night and turn it back on again in the middle of the night after the room got too stuffy. ||||On the last day of staying, our driver won't come and pick us up until 2 pm and drive us to the airport, so we decided to get a massage at the hotel. Even though the massage is much more expensive than many day spas from the shopping mall across the hotel (2-3 times cheaper), we assumed the experience would be much better since it's done in a 5-Star hotel. We came to the hotel spa at 10 am because the operating hours on the door stated that it is open at 10 am. We waited 10 minutes, and the light was still off, so we asked the pool attendant why (the spa is next to the hotel pool). He called someone and informed us that it will open soon. We walked around the garden next to the pool for 5-10 minutes, returned to the spa, and the light was on.||||Inside, we were greeted by Nadia, the spa manager, who informed us that the hourly sign on the door is wrong and that the spa won't open until 11 am; however, she will do us a favor and treat us if we return at 10:30 am. Since we had to check out of the hotel by 12 pm, we brought our luggage to the spa and arrived there at 10:30 am. Many massage choices include 60, 90, and "couple massage" packages for 120 minutes, and we decided to go with the 90-minute deep-tissue massage for each of us instead of 120 minutes, which may be too long. Nadia encourages us to get the 120-minute package and ensures we have enough time to leave the hotel by 2 pm. She also offered to call the front desk to ensure we won't get charged for not returning the room keys after 12 pm, since we are using the hotel services. We accepted her offer.||||We finished the paperwork and payment at 10:45 am, dragged our luggage into the massage room, and were ready for the massage at 10:50 am. The massage was performed for us in the same room at that time. At 12 pm, the massage for both of us was concluded, and the massage therapists left the room. After sitting up, preparing for the shower to wash off the oil, my wife asked me why we got only 70 minutes of massages instead of the 90 minutes we paid for. When we confronted Nadia about the time discrepancy, she said, “A 90-minute massage is actually between 60-90 minutes.” Sensing our dissatisfaction while leaving through the front door, she awkwardly asked, "Do you want some tea?" We waved her off and left. That response made no sense since we paid for 90 minutes of massage; we should get 90 minutes of treatment. No more. No less. I can understand if they provided us with any services before the massage, like soaking our feet or rubbing salts, and then the time started, but nothing like that was performed. We came into the room, took off our clothes, put on disposable underwear, and lay faced down in the massage chair, and that was it. It wasn't a spa treatment; it was a massage treatment.||||Unhappy with that answer, we reported the incident to the hotel management. The front-desk attendant asked us for the email so they could respond to our complaint. While sitting in the airplane waiting to take off to Bali, we received an email from Nadia, cc'ing Lanny Sugijono and Jackson Loo (managers?), explaining the situation from her point of view. She stated that the massage treatments for us were cut short because I, the husband, requested to end the massage treatment early due to time constraints, and she did us a favor by honoring our requests. Seriously? So I asked and paid for 90 minutes of massage instead of 60 minutes, and then asked them to massage me for 70 minutes. Am I dumb? My wife and I were on the massage tables next to one another, and they didn't think she would have heard the request and intervened.||||I explained to the management that Nadia wasn't honest with her answer. I wouldn't be so upset if she didn't blame me for requesting the massage to end early. After the massage, we had 2 hours left before the driver picked us up, so we asked the front desk to hold our luggage until 2 pm, complained to the person who took our luggage, and walked to the mall across the street to have lunch. Does that sound like someone who had time constraints to you? The most infuriating aspect of the situation was that I did not get any responses from Nadia or the management about the case after my response to her accusation. Why pretend to care? So they asked for my email to tell me I was the instigator? People are unhappy when they feel cheated. It's not about the money (I could have used the spa service in the mall for a fraction of the price or paid for 60 minutes), but more about the honesty, integrity, and responsibility that Nadia and the hotel management team lack. The massages from Bali were much better at 1/5th of the cost. Shame on you. You shouldn't work in the hospitality industry, especially in a...

We booked a 2 bedroom apartment which wasn’t available for us when we arrived due to us arriving early morning . We are a family of 4 who had travelled from the UK and we were all tired from our journey . There was nowhere to sit in the lobby except the restaurant . There was a huge tour group gathering in the lobby which was really noisy and made check-in hard due to the noise of the tour group . I don’t know why the hotel isn’t able to offer tour groups a conference room to keep the lobby less busy and noisy for other guests . I know it’s a city centre hotel but the atmosphere in arriving did not feel relaxing or luxurious . It was like being in a train or bus station .As it was busy with coaches and the large groups , we weren’t met by any porters, which is surprising for a 5 star hotel .

We were told our room would be ready sometime after 3pm. This was at 8.30am .No offer to contact us when it was ready. We could leave our luggage with concierge but note your luggage is just left on a baggage trolley in the lobby and it isn’t locked in a room . We had to take the hand luggage we had travelled with us as it didn’t feel secure to leave with the luggage . We asked if there was anywhere we could freshen up following our journey - told we Couldn’t have a room to shower and freshen up with. We were told to go to another floor - language barrier with tiredness and the noisy lobby made it hard to understand but we were sent to a floor where we were told we could wait for our room . We thought it was a lounge area but was in fact the floor with the gym , swimming pool and a dining area serving breakfast for apartment guests. the first person we met didn’t seem to think we could come in, even though we had checked in and paid the deposit. We didn’t expect or want breakfast, we just wanted to sit and wait comfortably for our room and freshen up . I was ready to leave the hotel at this point and go elsewhere .

A lovely helpful lady did understand our situation and she allowed us into the restaurant , although we were shown to a table that was outside the main area near to where there was an outdoor kitchen, which was grubby. We were kindly given some drinks and pastries from the breakfast buffet which was welcome and we did appreciate her kindness .

We decided that we could not sit here until 3pm as it was only 9am ! We waited until 10pm for the shops in Pavilion to open . We wandered around the Mall ( with all our hand luggage ) until the afternoon and went back hoping the room would be ready .

The room was ready but as soon as we entered the room we were hit with a strong smell of cigarette smoke . The room was spacious and bright . Plenty of space for families. However , it had dated decor and did not feel clean. The bathrooms are also dated and overall it felt scruffy . We were so exhausted we just wanted to sleep and hoped the cigarette smell might go. A couple of hours later , the room still smelt of smoke. we raised this at front desk who sent housekeeping in - who sprayed a small area with fabric freshener. This wasn’t adequate to remove the smell so had to ask whether there was another room we could move to. We ended up moving to another room , which didn’t have the same view as the first one , but it didn’t smell of cigarette smoke . It was still a dated and grubby room though . I don’t know why other reviews praise the cleanliness , I didn’t think it was clean . In fact the bathroom sinks were clearly not wiped , as toothpaste marks were still there each day. We also noticed after the first day that cigarette smoke smells were coming though into the main bedroom - we don’t know where this smell was coming from.

It is a good location for being in the Bukit Bintang area and staff do respond quickly to your concerns . However it is not a hotel that I would return to , or...

Our recent stay at the Pullman KLCC City Center was, overall, a wonderful experience and I would absolutely recommend the hotel to others. The property itself is immaculate—beautifully decorated, artful, creative, and inspiring. It was the perfect city getaway right in the heart of Kuala Lumpur.||Highlights of our stay:||The staff were warm, welcoming, and friendly on nearly every occasion. Special thanks to Ida and Alya at checkout for their thoughtful apologies, and to Harakem for an excellent check-in.||Our suite was spectacular—spacious, elegant, and well-appointed. I’m confident the same attention to quality carries through to all of their rooms.||The 10th-floor pool is gorgeous, with a relaxing city vibe.||The spa was a real sanctuary, complete with a sauna. I had an excellent massage that helped me unwind after a stressful moment. (Although in my opinion, given the circumstances, it should have been complimentary.)||In-room dining was a delight—delivered quickly, presented beautifully, and consistently 5-star quality. On three occasions, the team even set up our private dining table, creating a restaurant experience in our suite.||The Blu Cigar Lounge was another highlight. It was the only comfortable space for my 75-year-old mother to enjoy a cigarette and soda, while I sampled two exceptional cigars. Tommy and his team deserve special mention—they are absolute gems who went above and beyond to deliver outstanding service.||Location could not be better. You are truly in the center of the city.||Where the experience fell short:|Unfortunately, one interaction overshadowed an otherwise outstanding stay. On the first morning, despite having booked two nights, I was abruptly woken from a deep sleep (with the “Do Not Disturb” sign displayed) by loud knocking and a bill being slipped under the door for a minor balance of under $50 USD. This was unsettling, but what followed was worse.||When I went to the front desk, I had a very negative encounter with Connie, one of the guest service managers. Rather than calming the situation, she was confrontational, dismissive, and never once offered an apology. Requests to speak with another manager were met with deflection. She repeatedly insisted, “I have never said no to you, Mr. Zeleny,” but refusing to escalate the matter or even have a proper conversation at the Accor priority desk was, in practice, a “no.” There was no follow-up, no resolution, and no apology until checkout the following day when other staff members—Ida and Alya—finally expressed their regret.||If Connie is indeed a manager, I strongly encourage management to provide retraining in communication and guest service. A manager’s role is to de-escalate and reassure, not inflame a guest’s frustration.||Final thoughts:|Despite this one regrettable interaction, the Pullman KLCC remains a top-tier hotel with excellent facilities, food, and staff. The positives far outweighed the negatives, which is why I still rate the stay highly. That said, I hope management takes this feedback seriously, as one individual’s attitude can cast a shadow over an otherwise 5-star experience. A week later, I still have not received any follow-up apology, which is disappointing.||With the right attention to service recovery, this hotel could truly deliver a flawless 5-star...