Stayed at this establishment from 28 Feb to 2 Mar 13. First impression of the hotel was excellent, from the porter at the door of the hotel, who approached us as we were alighting the cab from airport, offering to help us with our luggages to the check in staff at the lobby, whom despite being rather busy, still persist in helping us check in with a smile, offering the infamous cookies that they offered to all guests checking in. We were being assisted by Abigail and her colleagues, whom after offering us the cookies told us that she will be expecting us at the Executive Floor Lounge after we had checked in. However the service standards went down south as we were waiting for our rooms. As we had opted for the eStandby Upgrading offered by the hotel, which gave guests an option to upgrade room at a discounted rate. We had opted for either the deluxe suite or the Executive Suite. During check in we were confirmed the executive suite was available for us and were told that the hotel needs 5 to 10 mins for the housekeeping to get the suite ready. Our wait extended from 5 to 10 mins to 3 hours! Being hungry and tired, we told the staff at the check in lobby that we will be going for our lunch and be back later. We managed to get our room after our bite, I confirmed to the staff if we have gotten the Executive Suite, but the staff was muffled in his reply. When asked if there are any lounge access with our room, all I was told was that our room is on the highest level of the hotel and that we would have to pay extra for the lounge access. Thinking that I was assigned the Executive Suite, having no access to the lounge was not much of a big deal. However upon entering the room we were assigned, I was shocked to learnt of the room we were assigned was the normal deluxe room. I was rather irritated by the fact that the staff did promised Executive suite at the point of check in and made us waited for 3 hours, end up we got the deluxe room instead. To be frank I felt rather cheated at this point and went to the Executive lounge to get the room issue resolved, after failing to get anyone on the Careline that the hotel has.
At the Lounge, another staff by the name of Khalid, listened to my ranting with empathy and was shocked of the situation that we were in. He quickly worked to resolve the issue and found a deluxe suite for us, on top of that he offered late check out for us. However our flight schedule does not permit us for the late check out. instead of leaving it as that, he said to us that he will make special arrangement for us and invited us to the lounge for refreshment, while he get the housekeeping to get ready our suite. At this point we saw Abigail at the lounge and she learnt of our situation and apologised to us for the foul up. Abigail wanted to take full responsibility of the foul up, however i explained it was not her fault. Despite that she still took responsibility of the situation, and quickly checked with Khalid of the status of our room. After 10 mins, both Khalid and Abigail approached us and told us they told their duty manager of our situation and the duty manager had agreed to upgrade us to the Terrace Suite at the price of the upgrade to deluxe suite! I was surprised at the commitment by both Khalid and Abigail had displayed to salvage the situation. The service recovery displayed by both staffs was timely and excellent.
We entered the suite assigned to us and was pleasantly surprised at the room. The room suite was large and contemporary in design. it has basically has 4 sections. The corridor from the door into the living area was rather large. However there was not much displayed there other then a painting, I thought this is a rather waste of space. The living area has a couch, a working desk, a refreshment area, with a TV. At first glance, the TV seemed to be off centred from the couch as it is facing the work desk. However the mounting on the TV allowed it to be swung facing the couch for occupants to enjoy the show. At the working desk, one can find USB as well as HDMI outlets. There wasn't any instructions on how to connect the TV to the HDMI, after some exploration, we found the switch is actually on the side of the TV. This means one would have to swing the TV out and press on the switch on the TV. Rather inconvenient. There are limited powerpoints in the living space, and one can only find one beside the desk. There is, however one more just below the desk (meant for the desk lamp), however it was placed in such an awkward position and makes it hard for one to plug anything into it, unless the study table is shifted. The refreshment area has a espresso machine (which makes great espressos). The room came with 2 capsules of espressos for guests to enjoy. beside it was the ice bucket and the flask. The area is rather cramped up and has only one socket. This means that guests can either use the espresso machine or the flask at one time. The mini fridge is just below the espresso machine counter (and beside the chair by the working desk).
The sleeping room has a king sized bed and an armchair, other then the large wardrobe with the safe. The design is simple, yet functional. There is also another TV in the bedroom, however unlike the one in the living room, this TV is mounted to the wall and cannot be swung. Guests can forget about plugging your HDMI into this TV.
The next area is the Bathroom, which can be access by the bedroom. The bathroom serves its function and was rather bright. There is a spacious bathtub in the bathroom and it was placed inside the wet area, together with the rain shower, of the bathroom. At first I thought the placement of the bathtub is rather weird, however after using it, i thought the design is rather functional and intuitive.
The Terrace is a large area with a couch and a couple of arm chairs. The terrace is facing the Petronas Twin Tower, and makes it a great place to hang out. The side that is facing the road is very windy and one can hardly hear any traffic. The view from the terrace is just stunting. Overall, the suite is amazing and functional. Both my friend and I love it.
The hotel also boasts a salt water pool on level 10, which has Jacuzzi in it and a small pool by the side for kids. If one were to suntan here, one would be disappointed as the placement of the pool does not permit direct sunlight to enter the "valley" where the swimming pool is located.
Overall, we had an enjoyable stay at the hotel. The staffs were caring and observant and welcoming. They had excellent service recovery, which is essential in the service industry. The room is absolutely stunting with great views and the sleep quality is excellent.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for staying with us, and I really appreciate you taking time to share your feedback on the hotel.
First of all, please accept my apologies for the challenges upon check in with the room upgrade issue. We had a good review of your feedback with the team. I understand your disappointment with the reception service, and whilst we may have served you with new staff, this is still no excuse. Again, I apologize for the inconvenience caused. Nevertheless, I am delighted to hear how Khalid and the Executive Lounge team helped you, they are great in guest service and an asset to the hotel.
I also noted your various comments and we are working hard with the team to focus on developing our service and facilities. The guest feedback we receive helps us identify the key areas.
I appreciate your kind understanding and I look forward to welcoming you back shortly.
Regards Ian Barrow, General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.