Renaissance Kuala Lumpur Hotel & Convention Centre — Hotel in Kuala Lumpur

Refurbished hotel. So much potential but so much more to improve. It's really a shame. Came for a staycation over the long Deepavali weekend with my wife n son using my wife's Club Marriott membership privilege.

PLUS POINTS: Rooms were spacious and new. Pool n Kids park was superb.

DOWN SIDE: Service was slow. Requested 3 sets of utensils. Waited for 30mins but it wasn't delivered, though there was only about 20% occupancy rate. Called a 2nd time, and finally it was delivered after a further 10mins.

My wife called and asked if the 'In Room Dining' is entitled for the 35% Marriott Club member discount. Was informed by the guy over the line that "Yes", we are entitled for the discount for in room dining. So we placed an order. 5 mins later, we didnt feel comfortable, and called to double check. This time round, another staff said no. Come on! Are you serious? Know your stuff!

The pillows were really thick n hard. It was so difficult to sleep in. My wife, my son n me had difficulty sleeping. I had to prop it up and sleep while sitting throughout the night. And i had a bad neck n shoulder ache now.

In room dining has so much more choices compared to the 'Evolution" cafe which only has a one-pager menu which are 90% Italian food.

Reception n 'At your service' employees really need so much more training. They are so unfamiliar with the hotel. And when we ask a different employee, the answer we get was that many of the staff are trainees. I hv had experience working in 5 star hotels. If u r a trainee, there should be a 'Trainee' tag above ur name. There wasn't.

All the staff tried their best to gv good service, starting from the security guards at the carpark, where they led us all the way to the lift lobby though we never ask for it. At the Front Desk, we were approached and offered us orange infused water. While checking in, there was a lot of effort from the lady to provide us the best service she could, but i think she was nervous and there were quite a few awkward silent moments when she was trying to be friendly n courteous. Once, at the lift lobby while waiting for the lift. She addressed my wife, and then there was a long pause. We all looked at her, and can see that she was trying to find words to say. Then finally said, "Welcome back to Marriott!"

She gv us a free upgrade which really appreciate, but upon entering, we realised that there wasn't any sofa bed, though we mentioned a few times that we took the deluxe room, cos our 14 yr old elder son cn sleep in the sofa bed. The newly upgraded room doesnt cm with a sofa bed. We called to enquire, and another person clarified there wasnt and asked us if we want to add an additional bed😯. We asked her yo clarify first n call us bk. As we pit dwn d phone, the girl who helped us to check in called to check if everything was ok. We explained our dilemma, and she apologised n said she'll check n gt bk to us quickly. This shows she is not familiar with the rooms. But she called bk in about a min m said she will change d room for us. She personally brought d new room key card n walked us to the new room to ensure everything is ok. She tried her best, n was very nice. But she definitely needs more training. I'm not sure if she's a Trainee. If she is, she really should be wearing a "Trainee" tag.. similarly with many of the other hotel employees.

My wife had already pre booked a few nights stay next year so that we can hv another staycation here, that time will be including my younger son at the age of 5. Honestly, I'm contemplating if we should switch to the other Club Marriott hotels. I dun wan another night of bad sleep n plenty of...

With the Titanium Elite benefit, I got an upgrade to a high floor club room, access to the Ren Lounge, free early check-in and late check-out up to 16.00, a welcome gift of 1,000 points and free breakfast.

The location if you take Grab is not far from the city center, only there are no places that can be reached on foot near the hotel. I was attracted here because the hotel was newly renovated and has a resort class swimming pool, a water park and a large outdoor children's play area. Check-in process is carried out at the club lounge, a deposit of 200 RM is requested and tourism tax is 10 RM per night.

The Renaissance room I got was Quite spacious with wooden floors and carpets in the rooms. The good thing is that our room is closest to the club lounge, so if you need a drink or snack, you just have to walk a little to get there. 4 bottles of mineral water are provided. The mattress is comfortable because it is new, the pillows are given 4. Tea use of Dilmah and there is coffee capsules with its machine. Wifi is smooth, TV is big and clear. There is a sofa bed and work table and chairs which are very comfortable to use for working. Given a welcome letter and welcome platter containing fruit.

The bathroom is quite spacious with a shower, bathtub, closet and wash basin. Amenities use Argus. Towels are provided: 3 body towels, 3 hand towels and 3 face towels.

For the club lounge there are all day drinks and snacks but no afternoon tea. there are only evening cocktails at 18.00-21.00. For the evening cocktail, children under 12 years old are not allowed to enter, but they provide staff to look after the children so that their parents can leave them and be given snacks, ice cream and candy as well as drawing activities in the restaurant. Truly a kids-friendly hotel All day snacks and drinks include coffee, tea, soft drinks, cookies, kletikan, hot dog buns, fruit, For evening cocktails, the menu served is very satisfying both in taste and variety The menu: Cheese, crackers, nuts, salad, fruit, cake, Malay kueh, red velvet cake, lemon meringue tart, mango panacotta, cendol gula Malaka, truffle coconut praline, sea salt caramel praline, Spiced chicken soup, curry puff, Malay fried chicken, fish curry, nasi lemak, traditional Malaysian food (forgot the name) Liquore, beer, bartender cocktail

Hotel Facilities Adult swimming pool with large slide and pool bar Adult swimming pool with curved slide and cave model Children's swimming pool with playground Ordinary children's swimming pool Temporary indoor kids club in temporary rooms (the original kids club is not yet finished) The gym is differentiated between male and female gyms in temporary rooms (the original gym is not finished yet)

The breakfast variants are very complete too and the taste is also delicious but can be improved. The menu: The Tarik, gluten free product, muffin, jam, bread, pastry, cake, donut, fresh juice, healthy juice, fresh juice, chilled juice fruit (melon, rambutan, apple, pear, watermelon, pineapple, salak, orange) sausage, bacon, bean, egg station, mushroom, tomato, hash brown, boiled egg, oatmeal pao, samosa, fried beehoon, curry puff, fried chicken, mackerel curry, nasi lemak, porridge, cake and soya milk, dim sum, noodle station, yoghurt, muesli, sweets, salad, nuts, cereal, cheese During my stay there is false fire alarm sound 3 times and actually its quite disturbing my daughter...

This was my experience during my stay on 9th December

Check in: There were quite a few people checking in so it took a little while. The room wasn't ready yet (this was almost 3pm) as they said I had requested for a feather free room but since I changed that they need time to do the changes. They gave us a complimentary drink while we waited, I chose hot chocolate for my son which took a bit of time. The room was ready around 3:20pm but the drink wasn't yet so I requested for it to be a to go cup.

Room: I chose the suite with lounge access room. I had requested if they could do something as we were celebrating our birthdays and they said they will provise three balloons and a cake. When we went into the room, there was only two balloons and no cake. Was disappointed but just let it go since the room had lounge access.

Lounge: There was a female staff (did not get her name but she is pregnant) and she was lovely, friendly and kept chatting with us. She briefed us on the lounge access, cocktail hour and during cocktail hour, we could dine at the family corner, since we had our toddler, either at h20 or evolution if it was raining.

The lounge had a small food selection but did not try all of the food, only some.

The snacks selection during the day before we checked out was nothing to shout about. Not much variety or good selection.

Dining: For dinner, we opted to have it at Evolution. We came by before 6pm and luckily we did.

We were told that there should be someone experienced to look after the kids here should the parents go for cocktail hour but the person did not come to look after the children. I think they may have came for a few minutes but after that I did not see them again. At the beginning, there was a staff to look after two children but he is not the experienced childcarer and rightfully it shouldn't be his job to do so. Please don't share the option for parents to go for cocktail hour while the children remain at the restaurant if the person you hired for the job isn't there.

We had the option to order an appetiser, main course and dessert for each of us so that was a good deal. However, the waiting time for each course was taking longer and longer. There were kids waiting for food for an hour and still waiting even after we left.

We had ordered a rib eye and it was ATROCIOUS. We requested for medium and it came well done. The meat itself was FLATTEN. The meat was tough and couldn't be chewed. Luckily, we got it changed.

I think the kitchen/wait staff may have been understaffed which contributed to the very slow service.

We ordered our desserts later and it was a wrong choice. When we finished our main course, the desserts were no where in sight and we waited for quite a bit. Requested if they could eithee pack up the desserts for us or send it to our room. Initially, they said they could not send it to our room but after some debate, they said they could.

Pool and play area: The play area is great, spacious. The pool's water was EXTREMELY cold even for a normal day. And the children's pool that has the water spraying, pouring etc I personally felt the pressure spraying was too much as I took my son to play in that area and even I felt...