I felt it fitting to (finally) write a review having stayed here a number of times. To be fair, we have found the level of the service to be good. We like the location.
I was reminded how comfortable the room is when I stepped into it again. The bed is huge and has the right /hardness/ that I like and very comfortable. I only find the pillow too soft for my liking.
The room is spacious and tastefully done. The sliding doors which separate the bathroom from the room make it easy for entry/exit. This is either a 'you like it' or don't layout. I see they have changed the toiletries to another brand which smells great and even my daughter tells me she loves the bath gel and the 'beads' inside.
We went to the pool and were pleasantly surprised to be served a tray containing cups of cold water for the kids and limeade for us, with peanuts and watermelon slices. (Small gesture, huge impact. Clever.) This is one pool that I really like - spacious and clean. Very happy that the slide works and the kids had a great time. It was not crowded. Weather was great.
The hotel used to welcome children and it even had an indoor play area on weekends, I am not sure if this will be continued after the renovation. I didn't see many children this time.
4 grouses though:
(1) The access. card is still the type whereby you need to slide into a slot - many hotels have switched to tapping. Sliding in is difficult especially for older folks. Worse, you have to slide a few times before the door can be opened. You have to be patient. Met a couple in the lift who said theirs didn't work within the lift.
(2) I had highlighted years ago about the difficulty my children had when it came to brushing their teeth. They could not reach the sink, and there is nowhere else for them to stand and brush their teeth. I had suggested if the hotel provided a stool, it would be great. Things didn't change and my kids still cannot reach the sink (well I assure you they did grow!). I suppose the hotel has to consider safety issues? Saw this glass low table beneath the sink, not sure if it's safe enough for a kid to stand on. Will try next time (with caution)?
(3) No free WIFI in the rooms
Please.... this is a common provision in many hotels (even in 3-4 star hotels in Bangkok) and this is one of the important factors guests take into consideration when booking a hotel... ! Cannot understand why.
(4) Our nice stay was marred by this incident. We had a lunch coupon which we wanted to use before we left.
We turned up on the day to have lunch but was told that it needed 'advance reservation'. We are not the unreasonable type of people and we accepted that yes, that is the policy. That being said, we saw the lunch venue was not full, and my husband asked if something could be done since we had hungry children with us, but the lady said 'It's the policy. We can offer you 25% for 4'. (Well, how many lunch coupons would we have that we can use again? Just one!! Why would I pay 75% when I have a free coupon for 2 adults?) Aw well, we headed for Bangsar instead.
(Therefore if any one of you has coupons, please do take note of the 'advance reservation' policy. Reserve when you check in before you forget. It seems there is no flexibility for this.)
This is still one of our preferred hotels in KL and I certainly hope my next visit will be better. (Yes, I will remember to make a reservation!)
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Greetings from Hilton Kuala Lumpur!
First and foremost, please accept my sincere apologies in relation to the experience you encountered at our restaurant during your recent stay.
Rest assured, I have taken the time to personally discuss this isolated incident with the hotel team. I would also be grateful to have the opportunity to personally discuss your experience in more details and would very much appreciate if you could provide me your contact email at email@example.com.
Once again, our sincerest apologies and we hope that despite your disappointment on this occasion, the hotel will have the opportunity to welcome you back sometime in the near future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.