Scarletz Suites KLCC by MyKey Global — Hotel in Kuala Lumpur

When we arrived, there were 2 doormen standing around on their phones, instead of offering to help us with our luggage they were watching us struggle. The only thing we got out of them was an incredible whiff of the extremely strong body odor while walking past.

Inside the lobby was overcrowded and there were more staff sitting at the check in desk playing on their phones. When my wife was finally able to get their attention to check us in, the lady behind the desk was blunt and rude to her. She basically threw the room key at her, didn’t tell her about any of the amenities, how to contact the staff (there’s no phone or guest book in the room), or mention the spa credit that is shown on our online booking.

The room is okay but even though we had booked for two people, there were four sets of bowls and plastic cups set up on the extremely tall dining table. However, there was not even enough cutlery for four people, and the only thing in the cupboards was a single dirty wine glass. They are seriously lacking in attention to detail.

The bathroom is a hazard, and you can clearly see whoever is in the shower or using the toilet from the bed. There is nowhere to hang wet towels, the shower has an invisible step and the bathroom floor is so slippery it nearly sent my wife to the hospital. You even have to manually turn on the hot water before you have a shower by finding an unmarked switch that’s not even in the bathroom.

Don’t even start me on the wait time for the elevator, 4 elevators servicing 50 floors and inside the elevators is so hot - no fan on air conditioning just still, hot air.

The hotel also does not allow food deliveries to enter the lobby, it was late when we checked in and we arrived tired and hungry. We ordered food on Grab and because I was waiting so long for the elevator, the doorman told the delivery driver to leave the food unattended on a table in the smoking area - yuck.

Despite all this, it was our 5 minute visit to the infinity pool that has prompted me to leave this review. Honestly, I’m not sure if the staff here are homophobic or just rude. When you finally get the lift to take you to level 47, you’ll find a grand total on 4 pairs of pool chairs. Good luck to you if you don’t get one of these because the ground is wet and slippery, so you can expect your belongings to at the very least get damp.

There were 3 pool towels available (this was at 2pm) and we had to interrupt the pool guard from whatever he was watching on his phone to ask for one. There was a slight struggle communicating our room number to him - as an isolated incident that would be no big deal. We were lucky enough to get the one final lounge to put our stuff on, we then proceeded into the waist deep infinity pool where we stood for less than a minute before I was told I had to get out due to the crop top I was wearing to cover my sunburn. The staff member was speaking to me so rudely that other patrons at the pool came over to see what was going on, and despite me telling him I was covering sunburn and my crop top wasn’t even touching the water he kept telling me that he doesn’t care and that management has instructed him that cotton ruins the pool and anyone wearing it is not allowed to swim. I’m surprised he even looked past his phone screen to notice me in the first place.

After the public humiliation, we went back to the pool guard to return our towels, he asked us our room number in the rudest tone, as if we didn’t just tell him 5 minutes earlier, (we were the most recent people to borrow towels on his list). They refused to touch them and instead pointed to a basket around the corner making us walk past the staff member who had just kicked me out of the pool. Thankfully, the man that told us to leave had already put his headphones back in and had returned to watching his phone screen.

The complete lack of customer service at this “4 star” hotel is worse than what you would receive from a hungover teenager working...

The room itself:

No real complains whatsoever with the room. It was nice and clean, had a good view and a great aircon and shower / bathroom. They did only provide 2 pillows however and as i travel with my partner, i usually prefer to have 2 to myself, so that i can hold one as i am a side sleeper. Also the blinds didn’t block out all the light so I’d recommend eye masks and headphones to block out noise and light when sleeping. Also you have to pay a 100mr deposit per person!

Location:

Fantastic location! 10m ish walk to Suria KLCC and surrounding areas, 2m walk from an excellent brunch spot called ‘After one’ which i recommend! Also have a convenience store attached to the lobby of the hotel which closes at 2am which was great. Also had an easy pick up / drop off spot for your grabs.

Elevator / Other guests.

Please note, this hotel was extremely busy all the time and their elevator system does not accomodate to the amounting the guests they have. One day we genuinely spend 21 minutes just trying to get to the ground floor, as per a note in the elevator, the busiest and worst time to take an elevator is between 11am-12pm as people are leaving the hotel and checking out. Keep this in mind. Walls are also very thing, could hear our neighbours watching videos and talking anytime they were home. Also not to hold it against the hotel, but many nights there were extremely loud guests and tourists on our floor making noise at as late as 12am. One night we heard a baby crying outside for 2 minutes straight until another guest down the hall came out to figure out what was happening.

Staff:

As per other reviews, the receptionists were ridiculously unprofessional. Upon arrival, there were about 5 total workers sitting at the desk, ALL on their phone looking very unbothered. We spoke to a lady with 4 missing fingers one one hand who was constantly laughing and gossiping with her coworker beside her the entire time whilst were trying to check in, she would say a few words to us, then continue gossiping as she processed documents etc - also surprisingly she had no idea how to open a passport and didn’t realise she had to open the second pass to see my details? her coworker had to show her which page it was (which was weird considering she is working at a hotel full of tourists). Note the whatsapp no. on your keycard, you can send them a msg with any questions you have, they were responsive and helpful

Ammenities:

The gym was pretty good! Has multiple leg machines, chest press machine, lat pull down, cables and cardio equipment for any gym rats out there. We were unlucky in our stay where a family would bring their children into the gym and they would be running around and playing on machines and with dumbbells despite a no children for the gym. Pool was good and had a great view as well.

Final thoughts:

Overall Scarlet Suites seems most suitable for guests who may be out all day, and just need a convenient place location wise to stay. Room was clean and comfortable, seems like it’s a bit of a lucky draw depending on how noisy your neighbours are, and what time of the year...

My husband and I booked to stay at this hotel for a night. On arrival at the hotel desk, we provided the person behind the counter with our details who then ushered us towards a man by the entrance. The man by the entrance told us that our room was flooded and there were no other rooms available. Therefore, we would have to stay in another hotel, Axon hotel were he had personally organised for us to stay. He said his friend would taxi us there. ||We asked for an invoice and proof of the booking to the hotel we would be staying. He failed to provide this. We also quickly researched the hotel and found out that it had hardly any reviews and the reviews that existed where one star. We therefore decided that if the hotel we had personally chosen was unable to provide a room, then we would find a hotel we were satisfied with ourselves. The man disappeared soon after this and we didn't see him again. ||Whilst we were in the process of organising accomodation and taxi elsewhere. The staff member behind the counter, then approached and told us our room was now ready. When I relayed what one of their own staff had told us about a room not being available and having asked for them to cancel the other hotel they'd made available to us, they denied that this had happened even though they'd ushered us towards the person that gave us this information and watched the whole scene playout. ||The staff were then quite rude and aggressive in tone as they informed us that we cannot cancel the room as the room was now not available. |I then explained that I was not staying there and had been made uneasy and uncomfortable by the whole scenario. My husband then received a message confirming that our room had indeed been cancelled. We showed them this message and at that point they then allowed us to leave. ||It was very clear that there was some sort of scam playing out. This whole experience was an absolute nightmare made worse by the rudeness of the staff who were clearly involved in the scam, the fact that I was clearly quite pregnant and it was 10pm at night. ||I have no doubt that the staff assumed we would just go along with it due to it being late and my condition. ||I would strongly advise people to stay clear of this hotel, unless you would like to be treated poorly...