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“Rude staff, ruined hotel!” 1 of 5 stars
Review of Swiss-Garden Hotel

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Swiss-Garden Hotel
4.0 of 5 Hotel   |   117 Jalan Pudu, Kuala Lumpur 55100, Malaysia   |  
Hotel amenities
Ranked #97 of 274 Hotels in Kuala Lumpur
Taichung, Taiwan
Top Contributor
62 reviews 62 reviews
42 hotel reviews
Reviews in 32 cities Reviews in 32 cities
72 helpful votes 72 helpful votes
“Rude staff, ruined hotel!”
1 of 5 stars Reviewed January 13, 2013

As usual experience in Malaysian Hotel, the staff is rude here. Very impressive by their bad service provided. They kept our luggage saying that luggage tag is not necessary and at the end refused to give us back our luggage, treating us like thief!!?
There are wear and tears in the hotel room, please don't try to open the drawers at the bedside tea table, I got both of the table panels dropped down and ended up with dust spray when I tried to open them. And worse, the housekeeping never responsive to any request and complains.

  • Stayed January 2013, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, General Manager at Swiss-Garden Hotel, responded to this review, January 15, 2013
Dear Sapteo

We are certaintly dismayed to know of your negative experience during your recent stay with us and we sincerely regret that the service provided by key frontline staff (concierge) was not up to mark which does not reflect the usual high standards we provide to our esteemed guests here at Swiss-Garden Hotel & Residences Kuala Lumpur.
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864 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (91)
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English first
Singapore, Singapore
2 reviews
Reviews in 2 cities Reviews in 2 cities
9 helpful votes 9 helpful votes
3 of 5 stars Reviewed January 3, 2013

Stayed at Swiss Garden for 4D3N ( Premier Deluxe Room). Arrived early at 9am, despite telling us checking in time was at 12pm, we were given a room by 10.30am. Had a king sized bed and a single bed for 3 of us. Room was spacious and clean. Morning receptionist was slightly rude but other staff were rather accommodating and super friendly. Hotel provides free shuttle (one way) to KLCC, Pavilion and Bukit Bintang and two way to Chinatown but all destinations are within walking distance. Read many reviews about the lack of wifi but we actually had a couple of cakes the lobby cafe and they provided us with wifi details which worked on our 12th floor room as well. Towards the end of the trip, we had slight problem with the wifi as it had expired but the management resolved it by unlocking the wifi in the room. Pool was rather small but sufficient as it wasn't crowded. Breakfast was also good. Limited TV channels. Convenience Store right opposite the hotel.

  • Stayed December 2012, 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
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, General Manager at Swiss-Garden Hotel, responded to this review, January 8, 2013
Dear yellswells

Our guaranteed check-in time is actually 3pm but provided the room is ready, we generally try our outmost best to accommodate our guests.

We are pleased to hear most aspects of your stay were pleasant bar the one unfortunate brush with the receptionist which is sincerely regretted.
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Brisbane, Australia
Senior Contributor
26 reviews 26 reviews
20 hotel reviews
Reviews in 16 cities Reviews in 16 cities
17 helpful votes 17 helpful votes
2 of 5 stars Reviewed January 3, 2013

We stayed 4D3N at this hotel, the week leading up to Christmas.

The one thing that stands out for this hotel is the poor service. Check in was very slow, and we were told (upon asking) that wifi was only available the the lobby and pool area. The room wasn't ready for us, even though we checked in relatively late in the evening. We had 3 guests in a room, which was clearly indicated in the booking (and charged, of course), but the extra bed wasn't there when we checked in. When they sent us our spare bed an hour later, they forgot extra towels, so we had to wait again, for about 40 minutes.

We had to keep asking for extra towels everyday after they serviced the room, as they only ever leave 2 towels.

The room was nice, clean, and comfortable. Bathroom was spotless and a good size. The room was quiet, we never heard anyone from any of the other rooms on the floor, even though we knew there were kids in the rooms adjacent to us.

When we went to the lobby to access wifi, we realised that there was a password required. Upon asking reception, we were told that the password will only be given out to guests who patronise the bar or the restaurant on either side of reception. So unless you pay for a drink or some food, their supposed "free wifi" is not free.

Location wise, the hotel is at the edge of the city, at the end of the Bukit Bintang stretch. There is a major construction site there, which meant that walking to Jalan Bukit Bintang was slightly unpleasant. The walk to the shops take about 5 minutes, but if you wish to go further along Jalan Bukit Bintang to where the most of the nice, lively pubs and major shopping malls are, its a bit of a hike. That end of Jalan Bukit Bintang has a fair bit of soliciting going on at night too, so its a bit dodgy.

Their breakfast had a good selection, but things ran out pretty quickly and they take a while to replenish them, so you have to be a ninja or something to get what you want. The food was good, very tasty. They stop all food services precisely at 10.30AM.

For the price they ask, there are definitely better hotels in the area that are more conveniently located and have better service.

  • Stayed December 2012, traveled with friends
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, General Manager at Swiss-Garden Hotel, responded to this review, January 8, 2013
Dear Seha_Suhaimi

We are in the process of enhancing the Wi-Fi facilities here at the hotel so please do bear with us on that. As for the issue of "free Wi-Fi" the practice is similar with a majority of other establishments offering free Wi-Fi i.e. Starbucks etc

Although the hotel is at the edge, location wise we are actually quite ideal as we are within striking distance of the many lively pubs and shopping malls yet guests do not encounter the hustle & bustle. In addition, a complimentary shuttle service is provided for in-house guests wishing to visit other major attractions i.e. Golden Triangle or Chinatown.
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Lausanne, Switzerland
Contributor
11 reviews 11 reviews
4 hotel reviews
Reviews in 9 cities Reviews in 9 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed January 2, 2013

We stayed at the Swiss Garden at the end of our Malaysia/Singapore trip, and checking in at midnight the friendly receptionist informed us we have been upgraded to an apartment. Then he also walked us to the elevator that would lead to our room, it was not expected, but very welcomed. The facilities of the room were great but unfortunately they gave us twin beds (not so nice if you are a couple). Breakfast was also nice. Fitness centre was well equipped and the swimming pool was very pleasant. We asked for a taxi to the airport and that was a bit of a struggle to get understood with the staff. Would stay there again.

  • Stayed December 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, General Manager at Swiss-Garden Hotel, responded to this review, January 8, 2013
Dear CFR28

We are pleased that you enjoyed your stay with us and that the complimentary upgrade was indeed a highlight of your trip.

We most certainly look forward to welcoming you back to Swiss-Garden Hotel & Residences Kuala Lumpur and this time rest assured you will be accorded a room with either a King or Queen bed.
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Singapore, Singapore
1 review
4 of 5 stars Reviewed December 29, 2012

I stayed for 4D3N at Swiss Garden Premier Deluxe room with my husband, the hotel lobby is nice and filled with aromatherapy scent, very refreshing especially when you are tired by all the shopping. The staff is very attentive, friendly and helpful. The first night i was given a two single bed room, i told the staff that we requested for a king size bed room, but was told that all the king size bed room is taken. She offered her assistance to do her best to help us as there will be guests checking out tomorrow. The next day we went to the counter and was told they had reserved a room for us but we had to wait as they are cleaning up the room. We were so glad and did not expect them to have reserved a room for us, they even offered to call us once the cleaning of room is done. They also had the room mopped. The room was clean, spacious, clean bed sheet, towel, and the toilet. Think the premier deluxe room can be further improve as there's no standing shower. Not all customer is used to bath in a bathtub. The management should consider this factor. But overall i really like the ambience, comfort, cleanliness and service of this hotel.Well done Swiss Garden!!!!

  • Stayed December 2012, 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
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, General Manager at Swiss-Garden Hotel, responded to this review, January 8, 2013
Dear ChristinaYoyo

Thank you for your valuable feedback. It is much appreciated and if I may add, you are probably the first guest to actually comment on the aromatherapy scent in our lobby which we have had in place since early 2012 and shall continue to do so as to provide a touch of difference to our esteemed and discerning guests.
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Kuala Lumpur, Malaysia
Senior Contributor
24 reviews 24 reviews
15 hotel reviews
Reviews in 8 cities Reviews in 8 cities
18 helpful votes 18 helpful votes
4 of 5 stars Reviewed December 26, 2012

The location of the hotel is very convenient, LRT stations are near the hotel.
Jln Bukit Bintang is a few minutes away on foot.
Breakfast has many dishes to choose from and it's very good.
My room was clean, cosy and comfortable.
TV channels are few.
Internet in rooms only available on ethernet cable, no WiFi.

  • Stayed December 2012, traveled solo
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Wong_008, General Manager at Swiss-Garden Hotel, responded to this review, January 8, 2013
Dear bma_1981

Good news for you this new year 2013!

Wi-Fi is available in our Residences and we are in the process of adding it to Swiss-Garden Hotel Kuala Lumpur as well.
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bangalore
Reviewer
5 reviews 5 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed December 26, 2012

Booked room through agoda.com and the transaction was smooth. Check-in was pleasant and fast, thanks to very cordial front desk. The entrance, reception, lifts are all excellent. The rooms are well appointed and spacious. Bathroom was bit old but clean and everything was in place. Air condition, furniture, bathroom accessories were all good. We were allotted 2 rooms at 6th floor and receptionist accommodated us in adjacent rooms.
The restaurant at level 2 was good and the spread was good. The staff manning it were cordial and efficient.
There was a small confusion as we have booked rooms with breakfast which was not registered with staff manning restaurant. However, Mr. Faizal, took personal care and resolved the issue with front desk and in the mean time asked to have breakfast. Next two days he personally took care of us in the restaurant through it was generally crowded. Good gesture and nice personal touch.
Location of the hotel cannot be any better than this. Just few minutes away are all the best malls in KL and mono rail is just 5 minutes walk. KFC, McDonald, etc., etc., are on Bukit Bintang Road which is just across the road. Crossing the road could be slightly tricky for elderly people. There is a construction work going on at the entrance of Bukit Bintang road (Metro rail, I think), which hampers the walking on footpath to some extent. (Small distance).
There is a 7-11 store just opposite to hotel and a 24 hour shop where you can get almost everything including hop-in and hop-off city tour bus ticket, nice way to see the city.
At this price point the establishment is a good value for money.
Special thanks to Mr.Faizal (Associated with Restaurant at level 2) who is a thorough professional, and people like him in hospitality industry would add value to the establishment.
Would recommend this hotel for those who would like to have a good accommodation at a reasonable price point, but at the best location in KL.

Room Tip: Do not engage the taxi at the taxi stand which is in front of hotel as they overcharge always. Can c...
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  • Stayed December 2012, traveled with friends
    • 5 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
    • 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.
Wong_008, General Manager at Swiss-Garden Hotel, responded to this review, January 8, 2013
Dear mohanherle

Thank you for selecting Swiss-Garden Hotel & Residences Kuala Lumpur as your choice of accommodation and also for your valuable feedback on your stay with us.

Perhaps next time you could consider booking directly with the hotel via our own website. You can find a range of attractive promotions and packages plus do check out our Facebook page as well.
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Additional Information about Swiss-Garden Hotel

Address: 117 Jalan Pudu, Kuala Lumpur 55100, Malaysia
Location: Malaysia > Wilayah Persekutuan > Kuala Lumpur
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Restaurant Room Service Shuttle Bus service Suites Swimming Pool
Hotel Style:
#54 Luxury Hotel in Kuala Lumpur
Price Range (Based on Average Rates): $
Hotel Class:4 star — Swiss-Garden Hotel 4*
Number of rooms: 310
Official Description (provided by the hotel):
Attractive Modern Hotel with terraced design, situated within minutes of business & commercial center. ... more   less 
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Also Known As:
Swiss Garden Kuala Lumpur
Swiss Garden Hotel Kuala Lumpur

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