Double Tree is obviously a sharply modern, well-appointed hotel entirely characteristic of the Hilton brand.
Precisely because it is supposed to be so high in the league that I must highlight some of its features which were at best irritating, and at worst a letdown.
First irritant was how the hotel lobby was up a flight of steps then up a flight of escalators, on Level 2. It didn't help when you taxi stopped at the presumed "front door" of the hotel and there was no porter to greet you and help you lug your luggage up the steps into what appeared to be a deserted shopping mall. The only ones to greet you were some uniformed porters behind a plain-looking counter. No one appeared to be keen to rush forward to greet you or welcome you. You looked puzzled and worried that you were either in a wrong place or had perhaps missed the hotel foyer and ended up in a shopping centre's car jockey counter. Direct questioning resulted in someone pointing to a sign which said that hotel foyer and check in was up the escalator.
After checking-in I was told to negotiate around a central area of coffee lounge/?foyer, turn left then right then left again to the lifts which could not be seen from the check in- desk. The hotel could be expriencing shortage of staff as besides those manning the check-in counter,there wasn't staff around to ask for directions or to help with the luggage - presumably they were all on Level 1 behind their porter/concierge counter.
Certainly there was no ambience of welcome and luxury expected of a great hotel. It just didn't feel hospitable.
The room was great though. I loved the reading light and the crispy elegance.
The second irritant was the absence of BASIC toiletries. Imagine stepping into the bathroom all ready for a relaxing rainfall shower and reaching our for the standard toiletries only to be told to contact "CareLine" to get your shower cap! Toweling dry and getting back into dirty clothes, calling "CareLine" and waiting for your shower cap to be delivered was exasperatingly UNamusing. It does not cost the hotel a fortune to include at shower cap in its toiletry tray, neither will it be accused of an ecological crime if it makes it easy for its tired guest to get his or her hands on a pvc shower cap.
The third irritant was that wifi was not available in the coffee lounge/?foyer area right by the check-in counter. After successive staff at the check-in counter had their fifth attempt at accessing wifi with a non-functioning password, I was told, "Sorry, not sure why cannot get the Wifi. Password should work." I gave up.
The final irritant was the non-appearance of my taxi which was booked for 5.00 am. Not only was the taxi late, the porters at Level 1 insisted I had to pay the taxi fare myself when I had already paid for the fare at check-out. That resulted in several futile journeys up and down the escalator to verify if payment had indeed been made. Eventually I had to go back up to Level 2 to identify the staff who handled my check-out. Not funny when there was an early flight to catch and the clock was ticking.
If Double Tree wishes to pride itself as a top-notch hotel, it should do very well to get its act together and try not to be so irritating.
- Official Description (provided by the hotel):
- Our contemporary, modern KL hotel offers the perfect mix of convenience and comfort to business and leisure travelers alike. Guest rooms, suites and executive accommodations provide a long list of pampering guest amenities. You’ll enjoy LCD TVs, our luxurious Sweet Dreams bedding and HSIA. We have 5 restaurant and bars to choose from showcasing the best in Malaysian and international cuisine. You can also relax in our outdoor swimming pool or 24 hour fitness centre. ... more less
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- Also Known As:
- Doubletree By Hilton, Kuala Lumpur Hotel Kuala Lumpur