Wow what a room. If you can stay in room 3312. Not only does this room have two viewing windows, one of the Petronas towers and the other of the KL Tower, from floors 33 to 37 have full use of the executive lounge which entitles you to unlimited internet, and from 11am till 11pm, drink as much softdrink and have nibbles as much as you want and the best part is from 6:30pm till 8pm, free grog including beer. They provide Chardy and red wine, scotch-gin-vodka but no Southern. Fill up there then go for tea. This room had 2 tiolets and 2 LCD tvs both having DVD players to test the DVD's we bought. The most comfy bed and great twin shower. There are plenty to choose from within the hotel but we went to a restuarant around the corner called Mojo's which had western food as well as Malaysian. The breakfast was everything you could ever want except Bacon. We had yummy omlettes cooked every day and waffles to die for. Pigged out but you can walk this off shopping. The mono rail station is about 2 mins walk from the Hotel and catch the third stop and go left into one of the shopping centres. Make sure you visit the Petronas towers. There is also an aquarium which is great and a fantastic collection of trantullas. Their behid glass ladies so dont be alarmed. Every one said get there early and queue up for they only give out 1000 free tickets per day and conduct guided tours of 20 people at a time. We got there at 9:15am and got tickets to the 11:30am tour. I guess being a non school holiday helped. Go down from directly under one of the towers not from the centre entrance to the shopping centre. In most of a the shopping centres is a store called Parkson. They deal with clothes, shoes, cosmetics and handbags. My wife got a bit upset for she had to try on clothes size XL and even then they didn't fit her. She is a size 14 back here!! My wife thought this was great not! After the third shop, I was ready to pull the pin and ended up doing my own thing and she was very happy to do hers and I felt safe in leaving her for we never saw any wrong doing and the Taxi drivers know where the Imerial is. I found that the maximum I paid for a Taxi was $15rm. Dont pay any more. If they ask for more, just say $15 or shut the door. 9 times out of 10 they will agree and charge you $15. There are several different levels of taxis. red ones are s heaps then the yellow ones are slightly better then there are the blue ones which are the best. Funny thing is the blues ones (if they don't turn on their meters) work out the same price. I was dissappionted in the shopping. I made a list of accessories for my new digital viedoe Panasonic camera but I couldn't get a bigger battery or a DVD burner and when I found the burner, it was dearer than what I could get back home. Also there was no fishing tackle namely reels. I thought I could get some good ABU reels but to no avail. My wife found the perfume and cosmetics dear. It seems to be as dear as home and she came away not spending as much as she had planned too. She did manage to get some cheap Guess bags and shoes but only due to inderpendance day sales.
Do yourself a favour, get a private car to and from the airport. Cost us an extra $15aus and although the car that picked us up was a heap, we got driven back to the airport in a merc. This way also you go door to door not in a bus stopping along the way till you reach your hotel. Make sure you visit the KL Tower and do the tea in the revolving restaurant which also includes a stop to the observation tower. KL also has a chocolate store that has yummy strawberries wrapped in white chocolate as to Penang. You can bring these back into Aust as long as you declare them. I also bought a scorpian coaster. This was allowed for it was the common black variety and not an endangered species. Declare this as well. Getting back to the Hotel, the lobby is very nice and we found the front desk helpful and polite, The doorman was always there to open a taxi door and the front door for you. 5 elevators to take you to your floor. The only thing I found strange was there is a hair salon for the ladies and a tailor store but not conected to the main foyer. You had to take the side entrance or take the lift to the 2nd floor and catch another seperate lift to the Mess floor. Weird. Looks like there had been a diamond shop there that had closed down. No passing trade makes it hard to find. We only found out by chance when we were caught in the rain and took a short cut. We didn't do the spa or take a massage for we thought that was too dear. We stayed 5 nights in KL and could have easliy stayed another 5. Would we go back to KL? Most definetly and we would also stay back at the Imperial ? Of course and go for room 3312.

At first i was totally dissappointed coz i,ve to wait almost 2 hrs for our room to be ready yet the staff at the Club Lounge really handled the stuation in a good manner. They are so apologetic, caring & so concern abt it. Abt the room i was so speechless, it's was so huge, clean & well maintained juz like a new hotel. As for the bathroom, it's was superb...Breakfast was sumptious full of variety. Acess to shopping distict is also convenient.. Highly recomended..

FAO: Mr. Kuhan Panchadcharam
Assistant Front office Manager
HOTEL IMPERIAL – LUXURY COLLECTION
Jalan Sultan Ismail
50250 Kuala Lumpur
Malaysia

I am writing to reconfirm our experience at your heavily reputed 5 Star Luxury Collection of hotels. We had already discussed this with Patricia and you in our meeting in our room. As you are aware, I was on an 18 days Far East vacation with my wife and 2 daughters

The following points are a brief description of our experience at your hotel.

1 – When we checked in we were told that the rooms that we had agreed with the travel agent in UK were not available, i.e. connecting rooms which were facing the twin towers. Neither of these facilities were available. We were given a room in the back wing of the hotel with no connections to my daughter’s room & had to accept as we were left with no other option.

2 - An amount of RM800 was taken from my credit card as a deposit with no proper explanation. I am a frequent traveler and always stay in 5 star hotels and never have I paid a deposit. All hotels just take my credit card details. You explained to me later on why the deposit had been taken but we are still not convinced that this is the correct way. During this Far East trip we stayed at four other 5 star hotels and they only took my credit card details. Anyhow, it is your business and you know it better, so again had no option but to agree to that.

3 - My daughters wanted to go for a swim and they called room service for the timings and they were passed between 3 different people in different departments and no one had any idea about the timings. Eventually my daughters had to physically walk to the pool to check it out for themselves.

4 - We reached the hotel on the first night after a short tour of KL around 10.30pm and went to the Italian restaurant in your hotel and were informed we could not have dinner, neither in the restaurant nor in the room, as their last order is taken at 10.30pm. There were no efforts from the staff members to make any provisions for us. Due to our dietary needs we could also not eat in your Essence restaurant on the 1st floor as we are strict vegetarians. Being strangers in the city we had to struggle and finally received delivered pizza at 12 midnight from another restaurant, which we had to find ourselves. Even the Pizza boy was not allowed to come to our room but we were asked to collect it from the entrance around 12.30am.

5 - The next morning (13th August), when we woke up in our room number 3615, we found ants all over the bathroom floor. Initially at 9am we telephoned room service and had no immediate response. At 9.30am we telephoned again which had no affect either. I could not believe I was in a 5 star hotel with ants all over the bathroom and no one was seriously concerned. We repeatedly called 4 – 5 times and eventually I walked out of my room and found a member of staff in the corridor around 11am. I took him into my room and showed him the ants. Cutting the long story short, in the next hour I had 15 – 20 different calls from different departments asking me to do various things. Eventually, I had to ask for the manager, as it had been 3 hours since the issue arose. I was shocked to see that when a European lady came with the ant-killer, there were more ants than I had initially seen. Finally, at 1pm our room was shifted to 3614, after what felt like a long day’s battle. After that we had around half an hour’s meeting with your colleague and you.

6 - At 12 noon my daughters gave a person from room service some left over pizza’s to heat up for lunch as it was not possible to go out due to problems. After 15 minutes another gentlemen came back with our food not heated up, asking if we were ready to pay to heat up the food. We could not believe this, but we agreed and received it after 20 – 30 minutes.

To cut a very long story short a trip to KL was spent in struggling in a 5 star hotel with all of us having a low morale of doing anything else.

The KL trip cost the family in travelling, hotel bills and our time off from work around £5K and if this was spent killing ants and explaining the management regarding the faults in their hotel and how to improve it I think it does not make sense since it was all done at our cost.

This has been the worst hotel experience in my life. We missed all our morning activities and could not experience some of the attractions we were looking forward to such as the Kuala Lumpur tower and Twin Towers. As you must be aware, it is very frustrating to come all the way from U.K., spending this kind of money and not being able to enjoy our stay as planned.

We were told that in compensation, the manager was willing to give a free dinner, which sounded like a joke, to waste somebody’s trip and spoil their mood considering they only had one day in Kuala Lumpur.

We will never forget this experience.

Looking forward to hearing from you.


Kishor Negandhi

The whole hotel's decor gives one the feel of luxury indeed. The great views, carpets, furnishing etc.
However, I was greatly disappointed by the internet connection support for my presentation. Despite paying a rate of RM60 for full day access, access in the conference room (which has wireless connectivity) for my presentation to demonstrate my website and video streaming was not granted. Despite giving the staff more than a day to arrange, it failed. The conference room support staff seem to shy away from my request. Is it too difficult for the under-empowered staff to provide decent service in this area?
Despite writing to the management to complain, 3 days passed without a decent response...so I wrote another letter on my checkout day.... let's watch.