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“Good hotel but bad experience with reservations” 4 of 5 stars
Review of JW Marriott Hotel Kuala Lumpur

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JW Marriott Hotel Kuala Lumpur
5.0 of 5 Hotel   |   183 Jalan Bukit Bintang, Kuala Lumpur 55100, Malaysia   |  
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Ranked #24 of 264 hotels in Kuala Lumpur
Bandar Seri Begawan, Brunei Darussalam
1 review
4 helpful votes 4 helpful votes
“Good hotel but bad experience with reservations”
4 of 5 stars Reviewed May 24, 2014

During a working trip to kl, i decided to try the jw marriott due to its proximity to my course venue. Here arr my experiences.

Pros:
- fabulous location at the heart of bukit bintang
- great food
- rooms are clean and comfortable with good amenities
- staff is friendly and helpful. They even arranged for a taxi for my night trip back to the airport

Cons:
- i planned to extend my stay after my course and had this confirmed by the hotel (by email) a week prior to my arrival. I also confirmed at the counter during check in. However during my extended stay, i found myself locked out of my room. After calling the front countet and waiting for someone for 15.minutes at my room floor, i was asked to return to the counter only to find that they were not 'informed' about my extended stay. I did not appreciate that i had to confirm this fact 3 times and would have expected an establishment such as the jw marriot to be able to handle such situations with much more finesse...and that reservations were communicated within the organisation more efficiently.

Stayed May 2014, traveled on business
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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792 people have reviewed this hotel

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (119)
Date | Rating
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  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
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English first
Sydney, Australia
Senior Reviewer
10 reviews 10 reviews
Reviews in 5 cities Reviews in 5 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed May 18, 2014

Great swimming pool, spa & sauna. Spa was very quiet and enjoyable, there was no one else around in the mornings, Good rooms with a view over the city. Efficient service with both check in and check out. Good selection of food at breakfast. Great location, walking distance to shopping and restaurants.

  • Stayed May 2014, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cairo, Egypt
Contributor
12 reviews 12 reviews
9 hotel reviews
Reviews in 9 cities Reviews in 9 cities
15 helpful votes 15 helpful votes
3 of 5 stars Reviewed May 17, 2014

Lively area where JW is where the hear of Kuala Lampur is. You will never get bored at anytime everything is just close, you are walking distance from the twin towers. Cafés, malls and shops are all over. If you are addicted to shisha like me, so that's the place. The hotel device is good can't complain about it. It's just the typical JW room in every where you go. The old classic traditional room. But the service is hood, people are helpful and smiling.

Stayed May 2014
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Skaf M, General Manager at JW Marriott Hotel Kuala Lumpur, responded to this review, May 19, 2014
Dear Luay1944,

Thank you for taking the time to write us your valuable feedback.

I am glad that your recent stay with us was pleasant. I will be sure to share your review with the team on how our actions have made a significant impact on your visit to Kuala Lumpur.

Thank you once again and we are looking forward to welcoming you back soon.

Warm Regards,
Mahmoud Skaf
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kuala Lumpur, Malaysia
Senior Reviewer
10 reviews 10 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
17 helpful votes 17 helpful votes
4 of 5 stars Reviewed May 16, 2014

We decided to spend our anniversary with a short weekend at The Marriott as we had a complimentary night's stay voucher that was due to expire, and we thought that we shouldn't waste it.

We weren't sure what to expect due to the complimentary voucher and thought that we might get a slightly sub-standard room or even poor service.

However we were pleasantly surprised. We were attended to by Reza at the front desk, who was very polite and friendly. He was also very observant and offered to get me some medication from the in-house clinic for my very bad flu.

We checked in without much issue although our key card didn't work and we had to go back downstairs to get it sorted. But this isn't a real problem for us cause these things happen from time to time with electronic keys and we have had it happen at many hotels.

Our room was just a standard room, but as Marriott is an older hotel, it was a lot more spacious than the newer hotels. It was tastefully decorated and had a lovely, large bathroom. Everything was also very clean which is of utmost importance to us.

We had everything we needed in the room:

- really nice toiletries
- a proper hair drier - not one of those awful ones that are attached in the bathroom
- more towels than you need
- plush bathrobes and bedroom slippers
- a clothes brush and shoe horn
- tea and coffee making facilities with some nice teas
- a safe deposit box
- 2 umbrellas for our use during our stay

We stepped out for a few hours and came back to find a lovely fruit platter in our room and the bed turned down for us.

The location of the hotel is excellent as it is right in the Bukit Bintang shopping area. It is directly connected to the luxury shopping centre, Starhill; and just across the road from the Pavillion shopping mall. You can easily walk to all the other shopping malls in the area too.

We only had one very small problem - the air-conditioning in the room wasn't quite adjustable. It got a bit warm in the middle of the night and we could only adjust the temperature dial (although we weren't quite sure if the temperature was actually adjusted) but not the fan. So the fan could only be set to low or off. Essentially if we put the fan up to medium or high, it would just turn the air-conditioning off. We didn't bring this up though as we were only there for one night. But that could have been a problem if we had to stay for a few nights. So we just settled with it for the night.

Overall, we had a lovely stay and all the staff were friendly and courteous. We would definitely come back as paying guests and would recommend it to anyone looking for a hotel in the area.

  • Stayed May 2014, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Skaf M, General Manager at JW Marriott Hotel Kuala Lumpur, responded to this review, May 19, 2014
Dear Baby_Cleo,

Warmest Greetings from JW Marriott Kuala Lumpur!
Thank you for taking the time to share with us your experience at the hotel.

I am delighted to read that you and your partner were very well taken cared off during your recent visit to Kuala Lumpur. I will be sure to share your kind words with the team, especially with Reza, our Chief Concierge on how he has made a positive impression on your stay with us.

I do, however, would like to sincerely apologise for the air-conditioned issue you had experienced. Trust that your comment has been duly noted and addressed to the respective departmental leaders concerned with further plan for improvements.

Once again, we truly appreciate you sharing your thoughts with us as this helps us to focus on the areas on which we need to improve.
Thank you and we are definitely looking forward to welcoming you back to your "home away from home" soon.

Warm Regards,
Mahmoud Skaf
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Batam, Indonesia
Contributor
20 reviews 20 reviews
13 hotel reviews
Reviews in 16 cities Reviews in 16 cities
35 helpful votes 35 helpful votes
3 of 5 stars Reviewed May 15, 2014

Stayed in Marriott couple of times, and the most recent stayed was during Chinese New Year.
Room was amazing, Chinese Restaurant is Amazing, Location is brilliant but only one let down. The check in service, it took us long enough to wait for check in, we arrived shortly after 2pm, and we waited for more than 45 mins for check in, probably because of the peak seasons.

In addition to our disappointment, the reservation staff messed out our second reservation, we made 2 different reservations with the reservation staff by phone a month before and everything was confirmed, confirmation email was also sent to us.

So while waiting for our room, i double checked with the front desk staff regarding our second reservation (which is 4 days after our initial stay) and front desk agent informed us that there is only 1 room reserved under our name, we were shocked as we have booked for 4 rooms. At the end, the front desk agent managed to add in 3 other rooms in that reservation. But i was wondering what if i didn't check with them, maybe we would have to squeeze 8 adults in a room?

  • Stayed February 2014, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Skaf M, General Manager at JW Marriott Hotel Kuala Lumpur, responded to this review, May 16, 2014
Dear Dino M,

Thank you for taking the time to share with us your feedback of the hotel.

I am really disappointed to read about your unpleasant arrival experience at the hotel. I completely agree that it was not the 5-star hotel experience that we have promised to our guests. I do fully empathize with your situation and truly sorry that you had to suffer from this situation.

Trust that I have personally shared your experience with the respective leaders to avoid similar incidents in the future. We truly appreciate you sharing your thoughts with us as it helps us to focus on the areas in which we need to improve to serve you better on your next visit.

However, I am delighted to learn that you had a wonderful time while dining in our Shanghai Restaurant. I will be sure share your positive words of encouragement with the team on how we have made your dining experience memorable.

We do hope you would give us another opportunity to serve you better in the future.
Thank you and we look forward to welcoming you back soon.

Warm Regards,
Mahmoud Skaf
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
phuket
Top Contributor
104 reviews 104 reviews
40 hotel reviews
Reviews in 49 cities Reviews in 49 cities
96 helpful votes 96 helpful votes
4 of 5 stars Reviewed May 14, 2014

Close to twin towers and Jalan Ampang for the ones need to be close from Embassy and city centre, JW Marriott has two wing, I advice to choose the one facing the twin towers, I was staying in the boutique suite, and I greatly appreciated the quietness of this floor, rooms are well equipped with all necessary amenities, they are old fashioned but comfortable. I appreciated the fast check-in, in fact I arrived there earlier than the 14.00 o'clock check-in time, I just ask if the room is ready , if not I will go anyway to have my lunch at the Buffet, reception informed me, than If I want to proceed with my check-in, is possible right now , what I did, and came back to have lunch, this day I wasn't so lucky, hotel has a seminar and restaurant was busy and noisy, but food was good. In the afternoon I went up to my room and has nap, I was again surprised, the floor staff bring me newspaper, biscuit and bottle of Perrier water. Thanks to the management it was very pleasant. At few pace of my room was a floor lounge, with espresso coffee machine, you sip your coffee sitting at few hundreds meters of the Twin towers, with no others building in front of you, so nice show , specially in evening. Breakfast buffet is good has any other JW Marriott. Check out was smooth and fast. Overall a nice stay with friendly and efficient staff.

Room Tip: Choose the wing facing twin towers
See more room tips
  • Stayed January 2014, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sharjah, United Arab Emirates
Contributor
14 reviews 14 reviews
14 hotel reviews
Reviews in 8 cities Reviews in 8 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed May 11, 2014

it was in 2010. building was old... but a very well maintained hotel.

one of my personal favorite hotel.

location... breakfast... services all are the best.

i remember we came from flight and landed to hotel.. they got 10 mints late for check in.. so to server us well they upgraded us to suit room...

JW marriot have always good servies!!

  • Stayed June 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Skaf M, General Manager at JW Marriott Hotel Kuala Lumpur, responded to this review, May 12, 2014
Dear Farazsaadi,

Warmest Greetings from JW Marriott Kuala Lumpur!
Thank you for taking the time to write you review.

I am delighted to learn that we are your preferred hotel in Kuala Lumpur. We are delighted to have you staying with us. I will be sure to share your positive words of encouragement with the team on how our actions have made your visit here comfortable and enjoyable.

Thank you once again for your valuable comment and we are looking forward to welcoming you back soon.

Warm Regards,
Mahmoud Skaf
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about JW Marriott Hotel Kuala Lumpur

Address: 183 Jalan Bukit Bintang, Kuala Lumpur 55100, Malaysia
Phone Number:
Location: Malaysia > Wilayah Persekutuan > Kuala Lumpur
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#13 Business Hotel in Kuala Lumpur
#14 Spa Hotel in Kuala Lumpur
#22 Romantic Hotel in Kuala Lumpur
#22 Luxury Hotel in Kuala Lumpur
#26 Family Hotel in Kuala Lumpur
Price Range (Based on Average Rates): $$
Hotel Class:5 star — JW Marriott Hotel Kuala Lumpur 5*
Official Description (provided by the hotel):
Modern L-shaped Tower Hotel situated in Star Hill complex, a mixed-use development including a six-level retail mall. ... more   less 
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Also Known As:
Jw Marriott Kuala Lumpur
Marriott Kuala Lumpur
Kuala Lumpur Marriott

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