We decided to stay at Crowne Plaza KL after reading the reviews on Trip Advisor and having good experiences elsewhere with the Crowne Plaza chain in Australia. How sadly disappointed we were.

We arrived after spending 3 nights in Singapore staying in total luxury at the Intercontinental, and 3 nights in Sabah staying at the Shangri-La Rasa Ria, again in total luxury, so the hotel had a lot to live up to. Unfortunately, this was not the case.

We arrived, only to take 30 minutes waiting to check in. We were staying in a Grand Deluxe room which are located in each corner on all floors. We were checked into a room on the 7th floor opposite a construction site so requested a change after viewing the room. The hotel was extremely busy however this request was accommodated. We were then moved to the 28th floor. On our first night the air conditioning in the room did not appear to be working. We had it set at the lowest possible temperature of 16 degrees and it felt like it was about 30 degrees in the room. We called up the next morning to complain and the desk sent a technician to take a look. We went out for the day only to come back that afternoon to find that the room was no cooler. It then took around 2 hours for the front desk to organise a new room for us, all the while we had to wait around for them to organise this. Finally, we were allocated a new room on the 18th floor with a view of the Petronas Towers. All rooms were very big and clean. The Grand Deluxe rooms have a great bathroom with separate shower and bath and a separate lounge area however 3 room changes in less than 24 hours is not acceptable.

Service is average. When pillows were ordered from the pillow menu they were thrown at you when you opened the door with not much more than an attempted smile, wait staff at the Planters Inn could barely speak English, and we even had to call room service to request some more toilet paper after our roll was not replaced by house keeping that morning.

Food is terrible. On our first night we arrived later in the evening so decided to have the buffet at Planters Inn. It was about 8.30pm when we got there and the restaurant was fairly busy. The food was cold despite being on hot plates, selection average and the food did not appear to be fresh. It was also very dark around the buffet which made for trying to figure out what was in a curry for example, very difficult. Buffet breakfast was a free for all. It was absolutely manic. And I was surprised when we were asked if we would like smoking or non-smoking. As smoking in restaurants has been banned in Australia for some years, this felt very strange. Breakfast selection was poor and again, the food seemed liked it had been cooked hours beforehand and left sitting there. Pancakes and waffles were cold so I had to request that these were placed back on the hot plate to warm up. After a terrible breakfast experience the first time, we decided on eating in our room the next morning, but again the same issue. Everything was stone cold and the eggs and toast seemed liked they were cooked about 4 hours before being served.

The pool area is ordinary. Towels are old and dirty and it lacks any kind of atmosphere.

I will agree with other reviews in that the location is great however the location of all the hotels in KL is great. Shangri-La is nearly opposite the Crowne Plaza, the Westin is nearby, so is the Mandarin Oriental and Sheraton, so I don’t feel that location makes this hotel a good pick, as they are all within walking distance on major shopping centres and the Petronas Towers.

All in all, this hotel seems tired and I would not recommend anyone stay here unless you are satisfied with average.

2 nd stay this year and crowne plaza kl has not dissapointed me and my husband. the service is the restaurants can be inproved though... the morning service in the restaurant is very busy. the waiters just want to clear things fast. my table was cleared off before i could finish my food! the rest of the hotel is still good. the hotel being 30 years old is still kept so clean and nice! the room they checked me in had the most beautiful view of the twin towers. The air cond is a little weak - but we are extremely happy over our 3 night sstay at the hotel.

The Crowne Plaza is a bit tired around the seams--the style is stuck in the early 90's and most of the wooden surfaces are either scratched or cracking...as is what happens in any high traffic area. So be it the lobby, Club room or poolside--wooden cracks, scratches and warps are all over the place.

Cracks are actually a good metaphor for the entire hotel. Anything exemplary seems to have fallen through--so service feels cursory, with nothing thoughtful or innovative. When you request for things on the pillow menu they're mostly not available. What to do for such a tough bed? How about replacing toiletries regularly without having to ask? Can the swimming pool towels be any older? And why would the restaurant host at Planter's Inn seat you in the middle of two huge parties at breakfast when there are several free tables at more quiet areas? Breakfast with plenty of choices is a serious melee. You will be bumped and jostled in this free for all. Goodluck with that. We stuck to the Club floor breakfast after (much less choices but for peace of mind and safety from falling coffee cups).

I think the Crowne Plaza staff are geared towards service that's easier for themselves and not the guests. From the Club level lounge butlers, gym trainers, poolside staff to the front door boys who had to be called to pick up bags, everyone seemed lackadaisical, slow and unready to help. Quick to clear plates but slow to refill coffee. Eager to sell a tour but slow to call you a regular taxi. Forget about the concierge. He is too busy or too tired answering the same questions day in and day out so he will snap at everyone with quick answers.

A few good points: Check in is fast and efficient. Location by train station is great (but unnecessary if you're walking to Petronas towers or Bukit Bintang).

Oh and a few reviews ago, somebody complained about being burned alive...YES, he is right. The air conditioner in the room works badly--it was never cool enough when we were there. No matter that we left a key in the slot in the hopes that the room would cool down. KL humidity won over that one.

One final and very INDICATIVE disappointment:
I found the survey form on "How did we do?" by the desk and thinking of giving them feedback, I opened to find it already filled up by a former guest in the room and obviously UNCOLLECTED. We shared the same views--but sadly, people are around to turn a blind eye.

Wake-up Crowne Plaza! Everyone reads Tripadvisor now!

The Location of the Hotel is excellent. It is walking distance from the World Famous Petronaz Towers and the main shopping areas.

The rooms were very comfortable and the staff was very helpful and courteous. Though, I had to call nearly 4 times for a medicine for my wife, I would still recommend for the hospitality and the location.