LUMA SUITES AT THE PLATINUM SUITES — Local services in Kuala Lumpur

DeFace Platinum 2 offers a visually appealing and comfortable stay, especially for guests who choose the tower view rooms. The interior is clean, aesthetic, and well-scented. The bed is soft, and overall room hygiene is well-maintained. The view of the KL Tower at night is a highlight that adds strong visual value to the experience.

However, several service and operational issues lowered the overall impression of hospitality:

Housekeeping & Service Attitude On the final day, our room was not cleaned despite placing a “Please Clean” sign. When my mother asked a housekeeping staff member around 7 PM, the staff responded rudely and told her to go to customer service because it “wasn’t her section.” Being dismissed and spoken to harshly as a guest is unacceptable in any hospitality setting and significantly undermines the customer experience.

Staff Friendliness Service in the lobby was inconsistent. Some staff were friendly, but others were passive or dismissive. For instance, simple courtesies like replying “you’re welcome” were ignored, with staff showing visible disinterest or unfriendly expressions.

Check-Out Process Guests should be aware that check-out involves a room inspection to process the deposit refund, which can take 15–20 minutes. This requires planning ahead to avoid delays, especially for those with scheduled transport.

Facilities The swimming pool has a nice view but can be very crowded, especially with people taking photos. Unfortunately, guests staying at DeFace Platinum 2 (operated under “Luma”) are not provided with complimentary pool towels, which is a letdown given the level of the property.

Additionally, the lifts are often wet due to guests coming from the pool, and cleaning seems infrequent. This poses a safety risk, especially for elderly guests, and reflects a lack of attention to detail in public area maintenance.

Conclusion While the rooms and views at DeFace Platinum 2 are excellent, inconsistencies in service, hospitality, and operational standards affect the overall quality of the stay. With better staff training and attention to basic guest interaction, the experience could match the strong potential the property already has in terms of design...

During my recent stay at Luma Suites, a hotel affiliated with Marriott and offering affordable rates, I had a mixed experience. While there were some areas that left room for improvement, there were also notable positives.

Upon arrival, I found the check-in process to be less than satisfactory. The reception area was tucked away in a corner and managed by what appeared to be unprofessional Malay women. Their demeanor did not exude a sense of professionalism that one would expect from hotel staff. The check-in itself was slow, adding to the initial discomfort. Additionally, the requirement of a RM500 deposit seemed excessive, and the refund process for this deposit via credit card took an unexpectedly long time.

On a brighter note, the room I stayed in was huge and spacious, offering ample space to move around. The design of the room was aesthetically pleasing, and I was pleased to have a view of the iconic KL Tower. The spaciousness of the room was certainly a positive aspect of my stay.

However, the bed in the room was disappointing. It did not provide the level of comfort one would hope for, and the quality of the mattress left much to be desired. A good night's sleep was difficult to achieve due to this factor.

During check-out, I encountered another issue. There was no one available at the reception area, and I had to resort to contacting the hotel via WhatsApp to inform them of my check-out time. Waiting for a response took at least 30 minutes, which was an inconvenience and caused unnecessary delays.

In conclusion, Luma Suites, while offering affordable rates through its affiliation with Marriott, left me with a mixed impression. The check-in process was lackluster, managed by seemingly unprofessional staff. The requirement of a hefty deposit and the slow refund process were also notable drawbacks. On the positive side, the rooms were spacious and well-designed, with a pleasant view of KL Tower. However, the comfort of the bed was lacking, and the check-out process was slow and required prior...

I am beyond disappointed with my experience at Luma Platinum Suites, Malaysia. What was supposed to be a luxury stay turned into a complete nightmare of hidden charges, deceptive practices, and ridiculous penalties. The management of this establishment seems to take pride in milking every guest for extra money, with charges appearing out of nowhere for the most trivial reasons. It's as if they’ve intentionally designed a system to exploit visitors at every turn, enforcing silly, nonsensical penalties for things that should be considered normal. I was subjected to charges for things like using an extra towel, making small changes to a booking, and even the most absurd charges for minor delays that were clearly no fault of mine. It felt like a scam, with each interaction leaving me more frustrated and disillusioned. The blatant dishonesty, hidden fees, and lack of transparency are just unbelievable. They’ve mastered the art of pretending to offer quality service while simultaneously looking for every opportunity to extract more money from their guests. It’s evident that they have no real regard for customer satisfaction and are far more interested in running a business based on exploiting unsuspecting visitors. I would strongly caution anyone considering staying here to look elsewhere and avoid falling victim to this fraudulent establishment. The entire experience felt like a complete rip-off, and I will never return or recommend this...