DeFace Platinum Suites — Local services in Kuala Lumpur

Necklace got STOLEN + unfriendly staff!!

Staff member who „welcomed“ us was not very friendly. Didn’t explain where the room is. The room itself is spacious and we liked the view. However no safe. The necklace of my girlfriend was stolen there. She asked me in the morning if her necklace suits to her clothes and I said no. She left the necklace on the side-table next to the bed. We went out for a sightseeing tour. After that the necklace was gone. We tried to reach out the host but they were not helpful and no sorry. They just said that it’s our fault. As a result, if you decide to stay there don’t leave your stuff in the room. Take it with you.

Thank you for deleting your answer. We made a screenshot, so everyone can see it and this is our answer to you: In your response you are mentioning that this kind of case (stealing) happened before and you returned it back? So, you are confirming it with your response that this happened before. The necklace was a special gift for her and we tried everything to get it back. We asked you at that night to come and check the room but no one came. No one. Now you are lying and saying that someone came? We sent you also the picture which we made before our arrival (we took a picture together on the plane and you can see it clearly that she was wearing a necklace) that we had the necklace with us and ask you to come to our room but your answer was that you haven’t stolen it. No sorry nothing. I am also the person who has seen that necklace on the side table before leaving the room. In your response you are saying that I’m lying. It’s disrespectful and not ok from your side. You could at least provide a safe but you didn’t and also say sorry to my girlfriend but you didn’t. Now after leaving a review you are sorry? Will definitely avoid this place....

I stay for 3 nights in the hotel. Let's start from check in. There were too many counters no clear signs of which counter is deface. Noone to guide thru the counter They collect a standard of 500RM. Which I felt expensive as other btls didn't collect this much. They inform if we use our card will take 4-5 months to get our Money.

Then we went to the room was nice and big. But no phone in the room. Have to go down each time. The toilet was smelly. No tissue box and toilet roll. The staff informed due to its new building there is no phone in the room. So I'm shocked that each time they expect me to go down?

Came to day 2, I left the hotel at 9am. They inform me that I must put up the sign and they will clean the room. Came back to room at 5pm and the room is not done yet. Since no phone in the room I had to go down to ask them. They inform my room was scheduled before 6pm. I'm like this is really ridiculous. Spoke to the Indian lady staff. She was very rude. She said she is normal staff. She can't do much. She said call the main number if I want to speak to the management. While coming up to my room saw the cleaner on the hp inside door with the trolley. 5.35pm Chinese guy came and inform cleaning is done bf 7pm as they have alot of rooms to clean. I'm actually very shocked and surprised as very hotels have so many rooms and usually the clean. This is the first time I'm getting this. If you're room service personnel is so busy cleaning room why is he using hp? And many rooms was not done.

It's a disappointing place. I will never ever recommend even the room looks nice and location is gd. There are many other hotel and residence in kl have better customer service and better rooms. If you going kl please think twice before booking...

I feel like this Hotel can be much more better if they up their service. Their rooms are fine and spacious but the walls are dirty as hell. When they clean up our rooms, they did not change a lot of our things and did not replace our stuff like toiletries and bathing stuff, just towels and the toothbrush and toothpaste set that they changed. The rest like they charge everything too like extra blanket they charge, bell boy also they charge 20rm. Their cleaning times are also so lack cuz when I left the hotel and came back at 5pm, they still did not clean our rooms yet. The room corridor, the lifts and the basement are not airconditioned and its so hot that i don't want to be in the lift or that place for long time. They also did not informed us about the 500rm charge that we need to put and also, the check in counter is so hard to locate as the check in is not from the face but from LUMA which also did not informed us to which counter to join. There is also the phone which we could have called to ask for room service or any kind of service but they only had 3 buttons and all i don't think anyone will know which one to press in order to get room service. The people on the counter was also not as friendly as i thought and do not really expect much from them. Overall i think this Hotel is an okay place to stay in but just be prepared for all these things that you may encounter. This is the end of my verdict but i hope that if this really feels like a high class hotel, please make most of the guests to stay in the hotel to feel welcomed and the systems to be working fine and guiding the guests to the...