Haidilao Sunway Velocity — Restaurant in Kuala Lumpur

Updated 16 Sept 2025: I went back to the same outlet to have lunch today, give them a 2nd chance. The service today was so much better.

They remembered to ask if I wanted the soft toy companion cos I was dining alone.

The service staff assigned to my table this time, Shenwei, was very helpful and attentive. He auto did the sauce for the prawn paste when he saw I ordered that dish. He also auto removed the top layer of the soup without me asking. And he offered to get me warm water when I didn't get the free refill drink. He also checked on my order when the meats took a while to come. He even helped to cook the beef so that I could concentrate on eating the rest of the food which was cooked. He also shared that I can ask for dessert later, and that I could try the new pandan pudding if I'm keen. He added that they have ice cream too if I wanted, and listed the available flavours.

When he went for his break, he came to let me know that Bingkai would be taking over. Bingkai is very soft spoken, so soft that I sometimes cannot hear what he was saying. He was also very attentive. When I casually asked if I can request for them to remove the enoki mushroom from the soup next time, he said I could let them know. When he served my add-on order, he remembered I don't like enoki mushroom and asked if I wanted him to remove it. He also asked him to let him know if I needed any desert.

A much better experience this time round. Worthy of how I know HDL experience should be!

14 Sept 2025: Exploring KL, and chose a mall I haven't been to before to check it out. Decided to go explore Sunway Velocity Mall.

There was a HDL there so I decided to have that as my only meal of the day. It is my first time having HDL in Malaysia.

The service was bad, especially by HDL standards. The soup base took a long time to arrive, and they served the food before the soup base boiled (found out from the staff that they should only serve the food after the soup base boiled).

I asked the guy in black (one of the managers) if they still have the magic wand. He only said they didn't have, but never offered any alternative. And he only came to help to scoop off the top layer of the soup after he saw me do it myself. The staff were more interested in clearing the empty plates, and didn't even ask if they can clear.

Luckily, the lady who was serving the table towards the end, Jie Xi, was good. I asked her for tau huay, and she said they might not have. And recommended other puddings which she could get, and asked if I was ok with it. In the end, she came with the tau huay, mango pudding and lychee pudding. And said there was one more but not so nice so she didn't take. She also auto topped up my drink when she saw that it was finishing. I asked another staff for Jie Xi's name cos I wanted to give her a good review. And ended up sharing my experience at the outlet. The guy apologised on behalf of the outlet, and gave me a HDL pouch to apologise for the...

I would still prefer pavilion, one utama or IOI branches.

Paying 16% service tax, but the service doesn't worth the 16% we have paid.

Requested to take away jelly aiyu /watermelon/soy bean jelly, but the staffs said all these are not allowed in this branch. No仙女棒no other free gifts.

HDL is popular with all those gifts (with hint) & good service, that's why the price is slightly on the high side, but we don't get to enjoy either of them. Feel like we are beggars who asked for free food. Those free gifts/food such as aiyu jelly, soy bean jelly etc all costs are not high, so I don't understand why HDL refused to provide such kind of benefits to customers and in fact, the costs for those free gifts/food are relatively low. Isnt that it is better if HDL is willing to spend minor costs to enlighten customers? Very disappointed. Totally out

The waiter assigned to my table changed to another waitress halfway, and the waitress has no smiling face seems very beh song. I paid for the service tax and not expecting for any lousy attitudes from waitress.

For few times after we finished our beverage /need to refill soup, we need to request our own, the waiter/waitress is not attentive and not alert

The treatment I had here is totally different with other branches. Booked for free manicure, but ended up been told that free manicure service has ended today. Why did I come to HDL then, might as well go to other steamboat restaurants. Ended at 9pm while I booked at 7 something while the operating hours of this branch is until 1am.

Keep questioning myself what did I get by paying normal steamboat ingredients with higher price & 16% service tax? Maybe just average food and normal services like other normal steamboat...

I would like to share some feedback regarding our visit yesterday.

We noticed that staff member X权 appeared to be in a bad mood during our time there. We observed him throwing items onto the table and closing drawers loudly, which gave an impression of frustration or impatience.

Additionally, we had to remind the staff three times about the noodle we ordered. We also mentioned that we didn’t require any show performance to accompany it, but still ended up waiting for more than 45 minutes. When the noodles were finally served, the staff member presented them in a manner that felt careless and disrespectful, as if tossing tattered clothes onto the table. During the visit he never helped to refill the water and we did it ourselves since the jar just beside us.

As we had children with us, we requested toys for them. Unfortunately, only one toy was provided, despite our polite request for another one. We noticed that other tables, even those without children, received multiple toys and left with bags of gifts. We asked the staff several times for another toy for our other child, but he chose to ignore the request. At that point, we decided to leave, feeling it was no longer worthwhile to wait.

However, we would like to thank another staff member wearing glasses who kindly handed the toy to the children as we were leaving. His gesture made the kids happy, and we truly appreciate his kindness.

We would like to suggest the particular staff to be trained on emotional control, service attitude, and attentiveness. We have visited other outlets before and have never encountered such issues, but in this case, we felt it important to raise the concern so it can...