I decided to stay at this hotel on new year's eve based on the fantastic rating and comments on tripadvisor, so expectations were high.
First impression was not good. I was not impressed by the condition of the carpark or the lift lobby, it did not feel like a hotel.
I was made to wait for almost half an hour for our room (one bedroom apartment), when the staff said 5 minutes.
For me, the one bedroom apartment was more like a deluxe studio or something. We have stayed in many one bedroom apartments across the globe, and they had always had a private bedroom, one tv each for the bedroom and living room, and a dining table. This one has a bed separated with the living room by a book shelf of some sort, with a TV shared between the two areas. The layout was weird and it didnt work for me.
And the room smelled like cigarette. There were obvious signs of wear and tear on the fittings and furniture. One of the lights was blinking. The room was not clean. There were huge stains on both sofa. It has got the be the worst room in the hotel. i was very unhappy and demanded to switch rooms. The staff was courteous and immediately brought us to a different room.
The second room was on a higher floor, but it had this unpleasant food odour, and we found rice on the floor. I thought that I had complained enough, and decided to just let it go, and went out for a couple of hours, hoping that the smell would go away.
When I came back, the smell was still there. Complained to the front desk, and they sent two housekeeping staff to deal with the odour. They brought two ionisers and sprayed air freshener , which I appreciated. According to the housekeeping staff, the previous occupant of the apartment did some cooking, hence the smell. I said the apartments come with full kitchen, of course people cook. She replied that the smell was normal and it was worse in some other apartments. She added that they had to air the apartments for 2 days to get rid of the smell. I though that either the staff was not trained properly or the hotel management has no idea what they are doing.
Due to my constant complaining, we were given free breakfast. I appreciate the kind gesture, but i have to say that I was not impressed at all by the breakfast spread. Nobody in the right frame of mind would pay full price for that breakfast.
I just don't understand why this hotel is rated so highly. Perhaps it was just bad luck that we got multiple issues with the rooms. Or maybe knowing typical malaysians and their preferential treatment towards foreigners, were were placed in the worst rooms because we were locals. After all, locals are typical Asians that are non confrontational and don't complain right?
However, I found the staff to be genuinely friendly and helpful thoughout, though maybe not competent.
- Official Description (provided by the hotel):
- PARKROYAL Serviced Suites Kuala Lumpur is perfectly located in the heart of the city centre, adjacent to the famous Jalan Alor and Bukit Bintang, and within walking distance to the city's main business, retail and entertainment districts. ... more less
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- Also Known As:
- Parkroyal Serviced Suites Kuala Lumpur Hotel Kuala Lumpur