The Luxe By Infinitum KLCC — Local services in Kuala Lumpur

I recently stayed at The Luxe Infinitum KLCC, and my experience was extremely disappointing. I am writing this review to warn future guests and to formally request a full refund due to false advertising, poor hygiene, and unprofessional management.

Check-in Experience – Confusing and Disorganized

Before arrival, there were no clear instructions about how to check in. I had to provide my WhatsApp number so someone could contact me, and eventually, an agent met us outside the building. The process felt chaotic and unprofessional. Although the listing claimed to be managed by a professional property company, it actually operated like an Airbnb-style private rental, not a proper hotel or serviced apartment as listed on Booking.com.

Hidden Fees and Cash-Only Policy Upon arrival, we were told that only cash payments were accepted. While this was technically mentioned somewhere in the listing, it was not made clear during the booking process. We were unexpectedly charged RM160 in additional fees that were not clearly disclosed in the booking details. The agent was rude and dismissive when we asked for clarification. He showed an invoice from booking.com that we as customers don’t normally check. This also did not disclose during personal messages between me and the property.

Unacceptable Cleanliness and Hygiene The condition of the unit was appalling:

A strong unpleasant odor hit us as soon as we entered. The bedding appeared unwashed, and we ended up sleeping on top of the comforter. Pillows were stained and dirty, so we covered them with towels. The floors had visible hair, dust, and stains throughout the unit. Left used toothbrush in the cupboard. This level of hygiene is completely unacceptable for any paid accommodation, let alone one advertised as a 8-9 rated property. (Not what I expected from the word “excellent”)

Bathroom Condition – Filthy and Unusable The bathroom was in terrible shape:

There was a used toothbrush left in the cupboard. Mold was visible around the toilet and shower edges. The drain was clogged, causing water to pool in the shower. The toilet emitted a strong, foul smell that could be noticed from several feet away. It was obvious the bathroom had not been properly cleaned before our stay.

Shared Facilities – Unsafe and Poorly Maintained

While the listing mentioned access to a swimming pool, the pool area was in disgusting condition. The water was cloudy and appeared unfiltered. The surrounding area was dirty and unmaintained. Even the toilet near the pool smelled like a public restroom and was unfit for use.

Misleading Presentation The property’s online photos and description do not match reality. The listing creates the impression of a luxury serviced apartment near KLCC, but what we found was a poorly managed, unsanitary short-term rental. The high star ratings on the platform appear misleading or manipulated, and guests deserve to be aware of what they are...

ZERO 0 Stars if possible.. pretty building with facilities which are incredibly poorly maintained..

I didn't stay here with AirB&B, my partner rented a studio and I stayed with her for a few months..

Poor building quality in the bathroom (holes everywhere) allowed for a colony of cockroaches to live there and roam around. Eventually we found them in the food and sink cupboards.

The gym has only the very basics and can only accommodate maybe a max of 7 at a time. When I first arrived, they had 3 treadmills and only 1 worked 🤣 Was like that for about 10 weeks or so and I've just noticed they've got 1 more working now.

The sauna and steam room WAS decent but during the day the female cleaners decided to "close" the mens sauna because they decided to chill out and have their lunch break while relaxing on the bench in there. I was dumbfounded, but based on my experiences while staying here, I feel it's the local attitude of "boleh boleh" we'll just do whatever mentality... even worse, I tried to go in their recently only to find a notice on the door that only apartment "owners" are now allowed to use all facilities besides the gym and pool 🤣 Couldn't believe it...My partner had no notice of this from the real estate agent that she's rented the apartment from and they most definitely didn't tell her that she'd be able to pay less as these facilities that she's BEEN PAYING FOR AND STILL IS, is not longer available for her to use. It's just boleh boleh.. tough.. just pay us, we don't care. Extremely disappointing, but unfortunately, not suprising

I can't say much about the swimming pool as I've never been in there. I sat down beside it once with my legs in the pool while wearing swim shorts and a shirt and a security guard approached me a few times with different instructions as to what I could and couldn't do which was very confusing so I just decided to leave.... The poolside area is often left messy which is more of the fault of very disrespectful guests, but the sun lounges are also poor quality and are damaged.

On atleast 3 or 4 nights a week there is a restaurant (I think) that's just next to this building that does karaoke until about 11pm or 12am. Awful loud and it's mainly just people shouting so gs in Malay and you can hear it all the way up to the 43rd floor.

On a positive note, this building is in a good, central location and close to the train station for easy access. There's also a mall just opposite.

Unfortunately, I'd have to say that I'm sure you can find somewhere better in KL to stay, although I'm not 100% confident other places won't be run and maintained with the same attitudes and lack of care if this is just the norm here, as I've only stayed in...

Avoid this place at all costs.

This was one of the worst experiences I've ever had with accommodation — and I've traveled extensively across Asia and Europe.

Upon arrival, we were pressured by the host to cancel our Booking.com reservation and pay in cash, outside the platform. We were then given a dirty, poorly maintained apartment: filthy floors, leaking walls, a constant sewage smell from the kitchen, and absolutely no basic amenities (no hand towels, no trash bags, no soap or shower gel).

Nothing was resolved during our stay — except the water leak, which was fixed on the 7th day out of 8. The wall was spray-painted, leaving a strong chemical odor that gave my partner a headache.

After speaking with other guests in the building, I realized this wasn’t an isolated case — others reported unclean apartments, cockroach infestations, broken AC units, and the exact same trick of canceling bookings to prevent reviews and push cash payments.

The high rating on Booking is clearly manipulated — beware.

This place is a scam in disguise, and the host should not be allowed to operate on any major booking platform.

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