THE FACE Suites — Hotel in Kuala Lumpur

One of the most horrible hotels I have ever stayed at in all these years of travelling.

The most peculiar thing that happened was, when we went out of our room, we placed the "Make Up Room" sign on the door. Upon returning, it was switched to "DND". Hence, the room wasn't cleaned as well. We called housekeeping, and they said it was likely our mistake. So we agreed that it could have been an accident on our side. The next day, we ensured to check that the sign was correct before leaving out, and the SAME THING HAPPENED. The customer service was incredibly rude, didn't believe us, kept blaming us and started asking "Do you have proof?". Why would we take a picture of the door and leave? A terrible lady at the other end of the phone who didn't provide any help or acknowledgement of any sort. To fix the issue, we requested for housekeeping to at least clean the room now. To that, she kept repeating that the service is closed and to request for the next day, when in fact, the next day we were checking out. When we went to the reception directly, the manager showed us a picture of our door being in DND. What's the guarantee that it was our room, and that the worker there didn't flip and take the pic? The more suspicious act was why the picture was even taken in the first place. Only after we asked that, they sent people to clean the room. Even those people didn't clean anything properly and were hell-bent on running out of the room. Only after we said each thing from the bed sheets to the towels they provided. The workers even lied that they will be back and just left. What kind of hotel would make you pay so much not to make up the room? Wouldn't every guest want to come back to fresh sheets and dry toilets? This was clearly done on purpose and the hotel denied it till the end. If the managers have any conscience, they should take a look at their CCTV to see who turned the sign to DND. Worst experience ever, and they call themselves a 5-star hotel and asking so much money.

Apart from this atrocious incident, many other flaws were present too. The water pressure in the showers were very slow, slower than our own house. I have never stayed in a hotel where the water flowed that slow. We sought their help, and a technician came and agreed the water is slow, and that they will send another person to fix it. But after that, nobody came, and even after we called customer service again, they didn't follow up on the issue. The hotel is not worth 5 stars nor its cost. A simple hair conditioner, or coffee creamer weren't available in the "5 star" hotel. Whatever you have seen in other star hotels weren't in this hotel. Only consisted of burnt irons and lack of amenities. It is refurbished into a rather old place. Ultimately, it is also very confusing with the names being face style, face suites, luma suites etc. all present in the same area. The lifts are not labelled properly as well. They have different receptions in the same lobby which are confusing. One of the lady at the reception I asked help from kept shouting "where did you check in?" A question that made no sense until she had to explain that they are different hotels but in the same floor. Overall, would never come back ever, and never...

The most peculiar thing that happened was, when we went out of our room, we placed the "Make Up Room" sign on the door. Upon returning, it was switched to "DND". Hence, the room wasn't cleaned as well. We called housekeeping, and they said it was likely our mistake. So we agreed that it could have been an accident on our side. The next day, we ensured to check that the sign was correct before leaving out, and the SAME THING HAPPENED. The customer service was incredibly rude, didn't believe us, kept blaming us and started asking "Do you have proof?". Why would we take a picture of the door and leave? A terrible lady at the other end of the phone who didn't provide any help or acknowledgement of any sort. To fix the issue, we requested for housekeeping to at least clean the room now. To that, she kept repeating that the service is closed and to request for the next day, when in fact, the next day we were checking out. When we went to the reception directly, the manager showed us a picture of our door being in DND. What's the guarantee that it was our room, and that the worker there didn't flip and take the pic? The more suspicious act was why the picture was even taken in the first place. Only after we asked that, they sent people to clean the room. Even those people didn't clean anything properly and were hell-bent on running out of the room. Only after we said each thing from the bed sheets to the towels they provided. The workers even lied that they will be back and just left. What kind of hotel would make you pay so much not to make up the room? Wouldn't every guest want to come back to fresh sheets and dry toilets? This was clearly done on purpose and the hotel denied it till the end. If the managers have any conscience, they should take a look at their CCTV to see who turned the sign to DND. Worst experience ever, and they call themselves a 5-star hotel and asking so much money.||Apart from this atrocious incident, many other flaws were present too. The water pressure in the showers were very slow, slower than our own house. I have never stayed in a hotel where the water flowed that slow. We sought their help, and a technician came and agreed the water is slow, and that they will send another person to fix it. But after that, nobody came, and even after we called customer service again, they didn't follow up on the issue. The hotel is not worth 5 stars nor its cost. A simple hair conditioner, or coffee creamer weren't available in the "5 star" hotel. Whatever you have seen in other star hotels weren't in this hotel. Only consisted of burnt irons and lack of amenities. It is refurbished into a rather old place. Ultimately, it is also very confusing with the names being face style, face suites, luma suites etc. all present in the same area. The lifts are not labelled properly as well. They have different receptions in the same lobby which are confusing. One of the lady at the reception I asked help from kept shouting "where did you check in?" A question that made no sense until she had to explain that they are different hotels but in the same floor. Overall, would never come back ever, and never...

The Face Style is NOT ‘5-star prestigious hotel’ as on their website. If it wasn’t for an event at the hotel, we would not have booked. The stay was depressing, distressing, traumatizing & atrocious.| |At arrival the receptionist arrogantly demanded for our booking. Most hotels can find a reservation using a name. Normally hotels request for a card on file with a sum blocked to charge for incidentals and will be released upon check-out. At this hotel however, RM200 deposit was deducted and will only be refunded within 40 days! The deposit receipt must be shown as proof at check-out to obtain your deposit back! | |The room has no sound insulation so expect to hear everything from the corridor. In the room, only 2 bath towels are given, no face or hand towels. There isn’t a sofa in the room only a lounge chair. The curtains are not full black-out and the wardrobe lights cannot turn off so the room cannot be totally dark. Only 2 bottles of water are given and the mini-bar is not stocked. The air-cond was not turned on so the room was very stuffy. The bed sheet had hair on it, the carpet and chair had stains.| |The lifts are slow which causes a large crowd waiting for the lifts constantly.| |Room service has a limited menu that didn’t have any breakfast nor kids items. The overly-priced food was delivered in takeaway cardboard boxes with disposable cutlery. We support being environmentally friendly, but the plastic cutlery in plastic wrapping is contradictory and cheap. Room service also demanded COD and after objection did they reluctantly agree to add it to the hotel bill. The food was greasy, measly and not worth the cost and to eat from takeaway container was not the room service experience expected. There is no ala-carte breakfast, only a buffet breakfast which needed a food voucher bought from reception. | |We left the room at 9am and returned at 4pm, the room was unmade with the Make Up Room sign still on. We called housekeeping many times to no response. We called front desk who promised a call back that never came. Only after complaining at reception did we get some clean towels and bottled water.| |The guests appear to be large noisy groups that do not understand basic curtesy. There was no queue at the reception when I finally checked-out and in the midst of paying, another guest barged to the counter and stood next to me. I politely asked him to wait his turn & he very loudly and rudely said that he got there first. He cursed & swore at me and made rude gestures, watched entirely by the staff. I asked a security guard behind me if that was acceptable and he just looked at me. Only when my husband came to the counter that the rude guest went away still gesturing rudely. That entire experience was distressing and NOT something one would expect! | |In summary, the service from the hotel is non-existent, hotel staff are incompetent, the product and offering is dismal, the other guests rude, the entire stay was a joke. We would NEVER stay at The Face Style or any affiliated brand ever again even if it...