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“Very unreliable reservation process - BEWARE!” 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 #101 of 278 Hotels in Kuala Lumpur
Oxted, United Kingdom
Senior Contributor
32 reviews 32 reviews
17 hotel reviews
Reviews in 26 cities Reviews in 26 cities
33 helpful votes 33 helpful votes
“Very unreliable reservation process - BEWARE!”
1 of 5 stars Reviewed March 25, 2013

On reading the reviews here decided to try and confirm my room just before travelling even though it had been confirmed months before - phoned fom London 3 times only to have the phone put down on me 3 times..On arrival after an 18 hour journey with our 3 young children was told that the prebooked double and triple adjoining rooms were not available and they onbly had 2 twins on different floors. After quite a long heated discussion we were moved to the residences side of the hotel only to be asked to pay an extra £25/night for an extra bed as their apartment only had 4 beds in it...No-one showed us to the room - it took us quite a while to work out how to use the lift - you need to swipe a security pad in the lift with your keycard!
I was certainly not the only one going through this same process when we tried checking in.
There was no-one to help us with the bags and generally a reception of totally disinterested people who appeared not to really care whether we got our rooms or not.
The hotel is in a good location but even though we were on the 29th floor it was very noisy - we were woken up at 4.30am by passing traffic and all the surrounding building works adds to the noise from pretty early.
One other thing - the hotel only has quite expensive buffet meals.
I will never return to this hotel and would strongly recommend that anyone who stays here tries to get their rooms doubly confirmed before their arrival...we very nearly found ourselves in a very difficult situation.
The duty manager the following morning sorted out our issues very quickly but beware someone will arrive with a confirmed booking and not be given a room...

Room Tip: Try to doubly confirm your room beforehand if you can get through..
See more room tips
  • Stayed March 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 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.
Wong_008, General Manager at Swiss-Garden Hotel, responded to this review, March 26, 2013
Dear LeonyG

It is certainly disheartening to hear of your negative experience even from before you check in.

However we do appreciate you taking the time to highlight those areas in which we fell short and we certainly will do our utmost best to improve so as to deliver a better experience on the 2nd time of asking as well as for our other esteemed guests.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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924 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 (100)
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English first
Newcastle upon Tyne, United Kingdom
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
3 of 5 stars Reviewed March 24, 2013

booked this on booking .com as i wanted a comfortable hotel for my last couple of days in malaysia, i decided to spend a little more and stay in what i hoped would be a proper hotel.
one of the reasons i booked it was because it had an outdoor pool so i could relax and get a last bit of sun, however the pool is tiny and there are only about 5 sun loungers, so that was a complete non starter.
when i checked in i was given a smoking room in spite of specifically requesting non smoking, it stank and i asked to be moved, this took them 2 hours and then all they could offer me on a non smoking floor was a twin room.
hotel is clean, but getting a bit tired, i didnt feel like it was very good value for money, the internet is 10 Rm a day and only works on a cable, not much money, but almost all of the cheaper places i stayed in malaysia managed to provide free wi fi.
basically not the worst hotel in the world but not good value for malaysia.
oh, and its surrounded by building sites, and has the worlds busiest road outside.

  • Stayed March 2013, traveled solo
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
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, March 26, 2013
Dear ant766

Thank you for your kind feedback and it is sincerely regretted that our service did not manage to meet up to your expectation of what is value here in Malaysia.

On the issue of lack of Wi-Fi, we are currently addressing that issue with our Internet vendor so we appreciate your patience and understanding in the interim period.
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Singapore, null, Singapore
Senior Contributor
26 reviews 26 reviews
14 hotel reviews
Reviews in 7 cities Reviews in 7 cities
29 helpful votes 29 helpful votes
3 of 5 stars Reviewed March 18, 2013

when we arrived, was told that 1 of our rooms is not ready and have to wait. meanwhile, the room that was ready, door card could not work the first thing we reach our hotel room wanted to leave our stuff inside and go for shopping.. there were some housekeeping staff on the floor and we asked for help but staff tried also couldn't work. making it worse, staff told us to go to reception counter and change the key card instead of offering to change for us or walkie the counter staff for help.

we went down and counter staff told us the key card very sensitive and gave us another one to try, we came up but still can't! and my friend went down to complain again and the staff told us to go up and wait while she get the manager up. the staff came up to help us open our door but our own key cards still can't work, so we couldn't just leave our luggages inside the room knowing we can't enter our rooms when we come back later the night.

requested for change of room, the staff said ok to change for 1 room which is on a different floor! what kind of service? to have our friends separated from us when it was the hotel's fault that the keys were faulty and the room not ready?

they finally managed to upgrade our rooms to executive rooms side by side on another floor. but it was after more than an hour... wasted our time...

it's my 2nd time staying here.. but probably won't have a 3rd..

the extra bed was also not conducive to sleep... noisy bed..

good thing is they have free shuttle service to petaling street so we could book the shuttle service to and fro petaling street at night.

  • Stayed March 2013, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 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, March 26, 2013
Dear purplebanana08

Thank you for coming back however it seems like your 2nd visit was much less enjoyable than the 1st and certainly does not reflect the usual high standards we deliver to our esteemed guests.

We do hope you will reconsider and perhaps be gracious enough to give us another opportunity to be of service again on your next trip down to Kuala Lumpur.
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London, United Kingdom
Senior Contributor
31 reviews 31 reviews
12 hotel reviews
Reviews in 14 cities Reviews in 14 cities
20 helpful votes 20 helpful votes
4 of 5 stars Reviewed March 15, 2013

The hotel is clean, rooms are small but comfortable, this hotel location is fantastic, just in the middle of the city where you can walk around and go to some nice places easily.
The price for rooms is also good, it makes you feel that you got good value for money, I recommend it if you like to stay near central KL, in a nice place without paying much.

  • Stayed April 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 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.
Wong_008, General Manager at Swiss-Garden Hotel, responded to this review, March 26, 2013
Dear Tameem B

Thank you for choosing as well as recommending Swiss-Garden Hotel & Residences Kuala Lumpur as your preferred choice of accommodation in Kuala Lumpur.
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Helsinki, Finland
Senior Contributor
37 reviews 37 reviews
31 hotel reviews
Reviews in 23 cities Reviews in 23 cities
32 helpful votes 32 helpful votes
3 of 5 stars Reviewed March 13, 2013

We were there a couple of nights. We got problems with Internet whis was NOT free and work with cable in the room (free wifi only in their restaurants). We also got problems with housekeeping, but they fixed all these problems with good customer service! We did not like the location because there where construction works near and it was not so easy to walk to shopping area. Room was quite old but clean. Gym was not that good, very old, they should take better care of equipments. Breakfast was good. Pool area was small but peaceful and quite nice.

  • Stayed March 2013, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 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.
Wong_008, General Manager at Swiss-Garden Hotel, responded to this review, March 26, 2013
Dear MissBogey

We are currently addressing the issue of Wi-Fi together with our Internet vendor so kindly bear with us as we seek to improve and provide our guests a better experience.

As for the construction works, unfortunately it is beyond our control as it is due to the construction of the MTR project which will further enhance transportation options not only for locals but also tourists to the vibrant Bukit Bintang area.
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Teddington
Top Contributor
54 reviews 54 reviews
17 hotel reviews
Reviews in 27 cities Reviews in 27 cities
32 helpful votes 32 helpful votes
3 of 5 stars Reviewed March 11, 2013

How is it that a modern upmarket hotel can provide one of the most comfortable beds I’ve slept in… only for my rest to be disturbed by the most ineffective soundproofing I’ve experienced in years?

The Swiss Garden Hotel has much going for it – good-quality restaurants, a pool and gym, and an excellent business centre. Yet, in my experience, it’s let down by its poor inter-room soundproofing. Even in my ‘superior’ room on the 12th floor, I could clearly hear the man on the telephone in the next room; and the noises from his bathroom were even louder.

I was also irritated by the lavatory in my bathroom. I complained twice that the flush didn’t work properly, and although they attempted to fix it, the job was inadequately done. I had to open the cistern myself on several occasions - call me old-fashioned if you like, but a paying guest shouldn't have to do that.

So… a very comfortable bed, a great business centre, good restaurants and other facilities. But if you want decent sound insulation between the rooms, then perhaps you should check in somewhere else. Incredible that the Swiss Garden should skimp on such an important design feature.

  • Stayed March 2013, traveled with friends
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paris
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed March 8, 2013

The hotel is remarkably located in the city centre. Rooms are really decent and breakfast is overall OK) However, the service in this hotel is absolutely terrible. To give an example, the receptionnist hung up on me 3 times while i was just asking her how to make an overseas call from my room. I had to come downstair to the reception to finally makes my call ( and make clear that this kind of behaviour with customers was unacceptable).

If you come for business, Internet connection is a real problem as well. There is no wifi and you have to pay daily to use cable internet. Once you have paid, internet is working 1 time out of 5 and you have to wait for 1 hour to get any assistance from the hotel to make it work properly. When finally it works, do not expect high speed connection.

To make it short, do not go there except if you have no other choice.

  • Stayed March 2013, 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
    • 1 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.
Wong_008, General Manager at Swiss-Garden Hotel, responded to this review, March 12, 2013
Dear Nathanael F

Thank you for staying at Swiss-Garden Hotel & Residences Kuala Lumpur recently on your business trip.

It is sincerely regretted that certain aspects of your stay were not up to expectations.

With regards to Wi-Fi, it shall be available soon in all the rooms although there will be a nominal fee similar to the broadband at RM10 per 24 hours usage which is equivalent to 2.5 Euros only. As for issues with connectivity, we are working together constantly with our Internet service provider to provide our esteemed guests the best in terms of connectivity and speed.
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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:
#56 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 
Reservation Options:
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Also Known As:
Swiss Garden Kuala Lumpur
Swiss Garden Hotel Kuala Lumpur

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