Wyndham Grand Bangsar Kuala Lumpur — Hotel in Kuala Lumpur

I got the deluxe room via agoda, as per how it’s shown in agoda and the website. surprisingly I did not receive the room such as the picture shown. After calling up the receptionist, I was first told that for the window and bathtub as per the picture I am suppose to make a request and I did question her why should I request as it’s shown in the picture that the room will be such. Then she said will speak to her colleague and call me back, when she said back she then said it’s grand deluxe and I booked deluxe and in order to get the amenities that I want I will have to top up extra RM70. When I said it’s shown in agoda that the layout is such, she then said it’s agoda’s problem. Then I called agoda and spoken to Ms Nikita, she told me the picture is not misleading and that it is deluxe room with a window and oval shaped bathtub. And she will speak to the hotel, when she got back to me She said she had spoken to staff Aina and she said I will have to pay RM 70 for grand deluxe But I did point out that even in their official website it’s shown as agoda. So am I being misled? Why should I pay for the room that I booked as per what’s it’s shown? This is very misleading. How can a 5 star hotel mislead their customers? Not only they’re not helpful but very rude too. This would be my first and last stay in this so called 5 star hotel.

Then around 0218hrs I had to vacate to a new room because my bathroom floor was flooded with water due to your faulty bathtub And surprisingly I was given the room with the oval shaped bathtub that I asked for earlier without any charges, I assume this is due to your faulty bathtub but then again. Imagine how’d you feel if you will have to repack everything at 2am in the morning and switch room when I was suppose to be getting ready for bed at that time?

Your technician whom came by to check has more manners btw, hats off to him. Cause from the start till end your ground staffs has been so sour and does not even provide much smile especially the ladies. I’m not sure what they’re so unhappy about but this is a 5 star hotel, at least be a little welcoming.

That aside

Moving forward to the breakfast At the vegetarian corner a dish was labeled kesari, trust me I’ve been having kesari half my life and I know what it looks like. What was served was definitely not kesari. Your kitchen manager or staff does not know their dishes? Was a little reading or research not done before serving to guest?

And trust me there’s more, at the egg station the cook accidentally dropped my omelette but that’s okay mistakes happens. We’re only human but guess what she did “ she sighed and got angry instead of apologising” Is this an attitude I want to start my morning with? Does she not like her job? Or taught to be in a hospitality ground? As I was eating another staff whom was passing by accidentally hit my chair with the cutlery basket she was carrying, she just walked away without a single apology as well. My partner was shocked. Like what is wrong with this people. Do check the cctv if you don’t believe. But at this point I’m so done with your hotel staff and their service. It’s like they’re are all novices.

This makes me question the entire service of this hotel.

If I see this in a 2-3 star hotel I would’ve honestly let it slide. I mean for the price I paid what more can I expect right but this is coming from Wyndham group. I came in with alot of expectations but nothing seemed right. May I ask? Aren’t your staff trained? Isn’t this a hospitality ground?

I’ve decided that this would be my first and last and I will never recommend this hotel to anyone. That’s how bad my staycation was. I can’t wait to check out. Thank you...

Dear Management,||I am writing to express my deep disappointment and concern about the appalling experience my wife and I encountered at Pullman Kuala Lumpur Bangsar on 11th July 2023. Our stay turned out to be a complete nightmare, and I feel it is imperative to bring this matter to your immediate attention.||Upon arriving at the room (Room 2021, to the best of our recollection), we were shocked to find the room already occupied by another guest. To our utter dismay, we discovered an ironing board beside the bed, clothes and towels strewn across the bed, and even cosmetics left in the toilet. Clearly, someone else had already checked in before us!||Rushing to the reception to seek an explanation, we approached the same staff member who had initially served us. Instead of addressing our genuine concerns, he nonchalantly brushed off the issue as a mere "system glitch." Frankly, we find it difficult to accept such a lackadaisical explanation, especially when our privacy and security were compromised. We even sent him the video we took as evidences!||Despite our growing frustration and apprehension, the staff member seemed disinterested in providing any satisfactory resolution. We requested an upgrade, only to be informed that all rooms were allegedly fully booked. In light of the severity of the situation, we even expressed our genuine concern that the previous guest might have been inside the room, possibly in an undressed state. Such a breach of privacy and security is gravely distressing and should never be taken lightly.||To our dismay, the staff's response was far from reassuring, and we were merely offered breakfast as compensation for this distressing ordeal. It is disheartening to realize that the gravity of our situation was not appropriately acknowledged, and we were left feeling unimportant and neglected.||This experience has left us deeply dissatisfied and concerned about the hotel's security protocols and guest management. We expected a pleasant and secure stay but were met with a complete lack of professionalism and accountability.||I strongly urge your management to take this matter seriously and conduct a thorough investigation into the incident to ensure such egregious lapses in security never occur again. Additionally, please address the dismissive attitude of your staff towards guests' genuine concerns.||As patrons of your establishment, we should feel valued, respected, and, above all, safe during our stay. Regrettably, our experience has been tarnished, and we are compelled to warn others against expecting quality service at your hotel.||We sincerely hope that necessary steps will be taken to rectify these issues and prevent similar incidents from happening in the future. Your prompt and comprehensive response to this matter is...

We loved our time at the hotel with our 20 month old daughter. As Accor Platinum guests, we were upgraded to an Executive room which was a corner room on the 20th floor after booking a standard room.

Initially, our room faced directly onto the adjacent office tower, however after requesting to be shifted, we were moved to the opposite side of the building with a superb view down the highway towards more of the KL skyline.

What made this trip exceptional was the access to the Executive Club Lounge on the 26th floor. Although we have automatic access as part of our Platinum Accor status, we met plenty of others who had purchased club level rooms for not a great deal more than what we paid and it seemed like incredible value.

The lounge offered a quiet breakfast, all day refreshments including coffee and two hours of canapes and drinks in the evening. The food selection in the evening was exceptional for a lounge and on several nights was enough for us for dinner.

Although I wouldn't suggest that the staff went "above and beyond", they were certainly polite and well mannered. They assisted us politely with every request and were helpful on several occasions where it was required.

The room was modern and very comfortable. Our corner room was a good size for our daughter to have space to move around and not for us to be tripping over each other all of the time.

The hotel is located right next to multiple train stations, so travel by train around the city is cheap and easy. Although on some locals advice, we used uber to go everywhere and over the five days, we took well over a dozen uber rides for the same cost as a single uber ride in Sydney Australia. It was exceptional value and a great choice for us.

The hotel itself is not located somewhere where you can walk to everything. There is a new shopping mall across the road and convenience stores are nearby, but if you want to go anywhere else, you will need to use some sort of transport. The twin towers are a 20-40 minute uber ride depending on traffic and most other destinations we went to were between 10 and 30 minutes away. Traffic can be a little crazy in KL, so be ready to budget a little extra time to get around during busy periods.

For the price, we can't fault this hotel and as I mentioned, if you get the club lounge access, it puts this hotel over the top for value...