The Gardens - A St Giles Signature Hotel & Residences — Hotel in Kuala Lumpur

My family had the misfortune of staying at your hotel from the 5th of September 2020 till the 6th of September 2020. We have booked for a PREMIER ROOM (two rooms apartment for two nights) via Booking.com on the 4th of September 2020. On the day of arrival, we were notified that the check in time was around 3pm. We arrived on the 5th of September, at 4.45 p.m. which was an hour and 45 minutes apart from the check in time but that the room is not ready. We checked in eventually after 6 hours of waiting. After 6 hours only we got the deluxe room instead of a premier room in room number 1233 and front officer did say that by the next day, we will be getting our premier room and she will call me back. Next day, we were expecting a call from hotel on the Premier Room again unfortunately, no calls were received. So we decided to checkout from the room. I took the effort to go to the front desk myself. After 10 minutes of waiting, no one was there on the front desk. A lady came and as expected, she seems a bit lost on the situation obviously because no hotel officers or hotel officials was informed and she wanted me to self-explain myself from the start. Baffled, I insisted on speaking with the manager, Mr RIZ who came eventually. Mr RIZ did not know anything about our misfortune and I explained to him everything that happened from our arrival to our check out. We argued and to quote, “Kalau Puan nak viralkan, itu hak Puan,” came from Mr RIZ himself. Is this the correct way to ensure your hotel reputation is maintained well? By provoking your tenants? We asked him to prepare and propose a fair discount on our first night stay, reflecting back our time which we wasted 6 hours of waiting of a room that was downgraded. He gave us a discount of 20% and we paid respectfully. On the 8th of September 2020, we have received an apology letter from Booking.com, but none from your hotel. This is where it gets interesting, the room rate from GOOGLE REVIEW is not tally with the hotel. It was supposed to be RM385, while at the lobby, your manager Mr RIZ mentioned that One-night rate is RM500++ and after 20% discount we should pay RM442, which was the amount we paid for. I immediately called the hotel, which was unresponsive after 10 calls and managed to check the amount of the room that I paid with Ms JANE, which was RM378. Clearly, that was not the amount we paid. Ms JANE said she will bring this matter with Mr RIZ and Mr RIZ later then told me that he charged me for the premier room rate when my stay was downgraded to the deluxe room. This was a petty and immature mistake coming from your manager himself where I have explained myself over and over again. This shows irresponsive and irresponsible behaviour from someone with such high position with elements of fraud with mischarge on hotel fees after such complications. Mr RIZ refunded my money on the same day. Your hotel gave us a very terrible impression, embarrassing services with minimal discounts over a complication that happened because of your inefficient team. This type of service is unacceptable at so many levels. I hope you will look on this matter seriously so that it won’t happen to others as this terrible experience will be the result of us never coming back to your hotel. Waiting for 6 hours is not something to joke with especially with children. I would like to hear your thoughts about my unfortunate stay and the steps you are willing to take. Looking forward for your...

The Resident’s Lounge on Level 7 is undoubtedly one of the standout features of the newly renovated Residence. The spacious and inviting environment provides an excellent space for guests to check in or out, relax on cosy sofas, or enjoy a cup of tea or coffee. Personally, I’ve found this lounge to be a delightful spot to catch up on emails or browse online shopping sites to compare prices with nearby retail outlets in Mid Valley. It truly enhances the guest experience.|An important detail to note is that the lounge does not have power sockets available, aligning with its purpose as a space designed for relaxation and light conversations rather than for extensive work or device charging.|During my 9-night stay, I used the lounge almost every morning and found that management has struck a good balance in its design and purpose. Guests have the option to purchase snacks and beverages such as sodas, juices, and beers between 11 am and 9 pm, with prices clearly displayed. Complimentary biscuits are available throughout the day to pair with the bottomless coffee and tea, which is a thoughtful touch.|The lounge is staffed from 7 am to 11 pm, ensuring a smooth experience for most guests. However, those checking in or out outside these hours must do so at the 24/7 front desk in the Hotel wing. Bell service is available on the ground floor of the Residence side between 11 pm and 7 am to assist guests during these hours.|As for the room, several new features significantly enhanced the quality of our stay. The addition of a new sofa, filtered water system, and upgraded showerhead were all welcome improvements. Another highlight is the complimentary self-service laundry available on every floor from 6 am to midnight. Each laundry area is equipped with 2 washing machines and 2 dryers, providing ample capacity to meet residents’ needs. However, guests must bring their own detergent to use these facilities, so it’s worth keeping this in mind when planning your stay. The convenience of not needing tokens further adds to the appeal of this amenity.|There are, however, some areas for guests to be aware of. The TV reception is noticeably poor, with local channels and international news appearing fuzzy (see attached pictures). Bringing a streaming device loaded with your favourite apps is a good workaround, allowing you to enjoy high-definition (1080p) streams. While the upload and download speeds are decent (see attached speed test image), streaming in 4K or 8K may result in buffering.|Housekeeping services have seen a significant improvement, with our 1-bedroom, 1-living-room unit being serviced most days before 11 am. This is a notable upgrade from previous experiences where housekeeping would only attend between 12 pm and 5 pm.|Special mention must be made of Syafieqah, whose warm and professional service truly elevated our experience. Her attentiveness and friendly demeanour reflect positively on the Residence, and she is a credit to this establishment.||In conclusion, I will return to this property again and again. The challenge ahead for management will be to ensure constant maintenance and not let the effects of the upgraded renovations slip into mediocrity and neglect. With ongoing attention to detail and guest experience, this Residence has the potential to remain a standout choice for...

LOCATION Excellent location in the Klang Valley. ✔️Close to KL Sentral (2 LRT stops away). ✔️Closest LRT station: Abdullah Hukum Station (2 stops from KL Sentral). Use link bridge towards KL Eco City and walk towards The Gardens Mall. ✔️Closest Malls: The Garden Mall, Mid Valley, connected to Mid-Valley Mall

HOTEL BUILDING Lobby looks like a 5-star hotel from the past era but well-maintained. Front office speaks good English. Irwan checked us in. He’s warm, enthusiastic and friendly. We felt welcomed!

BEDROOM We got a high-floor Deluxe King. The decor was tired but very well-maintained. Everything feels luxurious with the exception of the paintings on the wall. ✔️Flooring: There’s long passage (hard floor) to the bedroom (carpeted). Bedroom: wooden floor. Bathroom: Marble ✔️View: View facing the Klang river, the Gardens Residences and some low-cost housing. ✔️Bed: Very very comfortable! ✔️Sheets: clean white Cotton sheets ✔️Pillows: Soft & fluffy. 2 sets of pillows per pax ✔️Television : Flat screen. Not much selection of international channels ✔️Phone: By the beside & by the bathroom. ✔️Plugs: Adequate British plugs but no USD plugs. ✔️Safe Deposit box: Yes ✔️Fridge: Unstocked mini fridge. ✔️Wardrobe: Yes. Adequate wooden hangers. ✔️Electric Jug: Yes. ✔️Beverage: Teabags and Coffee powder ✔️Housekeeping: Clean. ✔️Bathrobes: Yes. 2 sets ✔️Slippers: Yes. Disposable. ✔️Stationery: small notepad & a pen ✔️Complimentary mineral water: Yes, 2 bottles ✔️Iron & Ironing Board: Yes ✔️Shoe Horn: No ✔️Shoe Shining service: Yes ✔️Soundproofing: Excellent

BATHROOM ✔️Decor: Absolutely delightful with wood trimmings, befitting of a 5-star hotel. Shower compartment + bathtub + dressing area. ✔️Phone: beside the WC. Another telling sign this used to be a luxurious upmarket hotel. ✔️Shower: Decent water pressure. Hot water is consistent. Option of rain shows available ✔️Bathtub: Good size but you need to get your own bath salts ! ✔️Clothes drying line: yes, retractable ✔️Hairdryer : Panasonic. Estimate about 1500w. ✔️Toiletries: Tissue paper, Toothbrushes, comb, razor, comb, shower cap, soap, body wash, body lotion, shampoo, hair conditioner, ear buds. (Note: no facial cotton) ✔️Towels : Large, white, fluffy ✔️Wash-basin & Taps : well-maintained, with some signs of mould. ✔️WC: Gerberit

WIFi Complimentary. Very stable and reliable.

BREAKFAST We noted that hotel has a wide spread of buffet breakfast. Good spread of Asian and western food. We skipped bec we are on IF.

SWIMMING POOL Good for laps. Saw kids having fun at the pool. Wish I brought my swimsuit.

CONCLUSION This is a very good value business and family hotel in an excellent location ! Older hotels are also a lot more spacious. I would absolutely stay here again for the right price. Checks all the...