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“Nice rooms, Service needs to be better”

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The Residences @ Swiss-Garden Hotel & Residences Kuala Lumpur
Ranked #103 of 348 Hotels in Kuala Lumpur
Reviewed October 24, 2012

Plus

Good spacious rooms. With lounge/ dining/ kitchen. Large bath area.
Room was cleaned well.
Was booked at 28th floor with view of the KL tower and upper part of Twin Towers
Bukit Bintang was walking distance.But not good for vegetarians like us :(
Has a good Spa

Minus
Hotel reception had to be reminded of my package and I had to ask for each and everything. Why is that they don't know what I have booked and should have been presented on arrival.

Offer included a welcome drink, which was not provided.

Hotel needs to be more honest.

Avoid peak traffic when getting in and out of hotel. Be ready to get ripped off by taxi drivers.
Avoid landing at LCCT terminal at KL. Takes 1 hour plus to reach central.

Get twin tower ticket a day in advance

Avoid pavillion mall, waste of time, all shops are high end brand
Avoid Times square plaza, cheap stuff.

  • Stayed: October 2012, traveled with family
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Thank Jugal B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, General Manager at The Residences @ Swiss-Garden Hotel & Residences Kuala Lumpur, responded to this reviewResponded November 6, 2012

Dear Jugal B

Thank you for sharing your experiences of your recent visit.

We have been getting good feedback on our rooms especially in terms of their size and comfort. There is a Samsara Spa at all of our Garden properties.

It is sincerely regretted that the check-in experience was less than exemplary and you did not receive your welcome drink.

What we would recommend to our guests is to book the taxis from the tour desk at our lobby. Although the charges would be slightly higher, at least they go by the meter.
Alternatively, our friendly concierge team can arrange one for you.

As Swiss-Garden Hotel & Residences is centrally located, we are within walking distance to the other shopping malls in Bukit Bintang such as Lot 10, Fahrenheit 88 etc. We also provide a complimentary shuttle service to KLCC twice daily.

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Reviewed October 12, 2012

Stayed in the Residences part of the hotel (behind the original hotel). Layout a bit confusing with two towers, and while my room was 1008, the numbering on the signs on the floors gave it as 21008. Had a corner room which gave some view out towards Bukit Bintang, and being set back from Jalan Pudu noise was not an issue. Well appointed rooms, comfortable bed which could be longer for tall westerners.
Minor criticisms are (as usual in Malaysia) in the details: towel rack in bathroom not accessbile from shower but placed cleverly so you can hit your head when standing up from toilet; no power in bathroom for shavers; very poor wifi signal in my room although out the by the lifts it was fine; limited range of TV channels; breakfast not included; poor service by phone operator when someone tried to call me; odd changes of levels in the floors in the corridors which make tripping rather easy.
Good points: laundry room available (although rather expensive at RM10 for a load of washing and another RM10 for dryer); swimming pool looked nice.
A good choice for the Bukit Bintang area.

Room Tip: Corner rooms give you two windows.
See more room tips
  • Stayed: October 2012, traveled solo
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Thank nzbear
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, General Manager at The Residences @ Swiss-Garden Hotel & Residences Kuala Lumpur, responded to this reviewResponded November 6, 2012

Dear nzbear

The number in front denotes the tower for example in your case 21008 would be South Tower 10th floor, room number 1008. Our front office staff will actually put sto denote South Tower as well and will indicate to you upon check-in which tower you will be staying in.

We are and will continue to monitor the quality of our Wi-Fi services so thank you for your feedback.

Breakfast is optional in our room packages and we welcome you to try our delectable spread on your next visit.

The charges for laundry at RM10 per load of washing and RM10 per load of drying is actually quite reasonable and in line with those of similarly rated serviced residences in Kuala Lumpur.

We appreciate your constructive comments and look forward to welcoming you back to Swiss-Garden Hotel & Residences Kuala Lumpur.

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Reviewed October 2, 2012

We stayed in the 2 bedroom Apartment for 9 nights. The room cleaners always left less towels then what we required. One of the main bathrooms always flooded due to water not going down the drain which was pretty disgusting so had to use the second bathroom all the time.

Breakfast was good thou but after the 3rd day eating same stuff got a bit boring. You do have to pay for wifi at RM10 works out about $3 aud. The Gym and squash courts are very good. The hotel is located at the other end of Bukit Bintang where Pavillion is at one end and this hotel at the other end. It seems the hotel is closer to Huang Tuah MRT/LRT station then Bukit Bintang MRT station. Its easier to walk to Huang Tuah as this is a interchange station which is around a 3 minute walk, where u can either get the monorail or the LRT to get around KL rather then going to Bukit Bintang Monorail station and then going to KL Sentral to change to LRT.

Overall good hotel and will stay here again provided the bathroom is fixed.

  • Stayed: September 2012, traveled with family
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Thank Fijistar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, Manager at The Residences @ Swiss-Garden Hotel & Residences Kuala Lumpur, responded to this reviewResponded October 7, 2012

Dear Fijistar

Thank you for staying at our Residences for 9 nights in September 2012. We thank you and are appreciative you have taken the time to provide us with valuable feedback on your stay.

Location wise, we are centrally located and we agree that Hang Tuah MRT/LRT station is much nearer. The fact that it is located so near to the hotel is a major plus point as it not only enables our guests to get around and about easily but for our service associates to commute to and fro from home to work. Although Pavilion is located at the other end of Jalan Bukit Bintang, Swiss-Garden Hotel & Residences Kuala Lumpur is well within striking distance of most major shopping centers and tourist attractions within the city centre.

We have been getting good reviews on our infinity pool and gyym therefore it is a pleasure to hear that you had a positive experience.

Lastly we have noted your concerns on the bathroom and shall work hard to eridicate those areas of concern.

We look forward to welcoming you back with you family on your next visit to Aut

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Reviewed September 27, 2012

Stayed here with my bestfriend for 3 nights and we loved this place so much that we missed it for the rest of our vacation (even if the stayed in other lovely places). The room was beautiful, spacious and very comfortable, the service really nice and the staff helpful. The breakfast was lovely and the hotel has also a nice swimming pool (which we didn't use). We were a bit disappointed at the beginning, cause the kitchenware wasn't much, we found a big splatter of glue on the cooker hood and the stoves didn't seem to work, but after we called the reception a couple of staff members came up and showed us how to use them and they also gave us some extra kitchenware (which we used to fix some great rice). The next morning my friend tripped on the step just outside the apartment and sprained her foot (beware of that step when you exit your room), so she had to stay in the room the whole day but at least they brought her a ton of ice to put on it. The next day, since her foot was still aching, the great Mazad The Bellboy drove us to a nearby hospital and helped us asking for a doctor to visit her (luckily the foot wasn't broken), and after the visit he came back to bring us back to the Hotel. On the last day, we were late for our plane (KL airport is way out of the city, as we found out too late), so they called a special taxi and urged it to rush to the airport in time (in the end we managed to get our plane). What more to say? Great location (close to Berjaya Times Square), reasonable price.... you gotta go there, if you wanna see how is it to live in a beautiful apartment in Kuala Lumpur!

  • Stayed: September 2012, traveled with friends
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1  Thank Matthew_June75
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, Manager at The Residences @ Swiss-Garden Hotel & Residences Kuala Lumpur, responded to this reviewResponded October 2, 2012

Hi Matthew_June75

Thank you and we are absolutely delighted to hear of your wonderful experience with us last month whilst staying at our Residences.

We have been receiving rave reviews about the rooms and facilities at the Residences and your comments is further proof of that.

You will be pleased to know that extra kitchenware is indeed available upon request although we do provide our guests with a basic yet highly functional set in the room to begin with.

We do hope your friend has fully recovered from her unfortunate injury and there is no lasting damage.

Look forward to welcoming you both back to Swiss-Garden Hotel & Residences Kuala Lumpur in the near future. Have a great day.

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Reviewed September 25, 2012

I have no complaints of the room. They were good looking, comfortable and adequately equipped. My main problem is their service(or lack of it), their disregard for their guests, and false advertising.
I stayed at swiss garden hotel from 16/9/12 till 23/9/12.
"Complimentary Wifi" was included in our package, but when we reached the hotel we found out that there is no wifi in the rooms at all. There was an internet connection and after some back and forth, they finally let us have that for free.
The complimentary ice-cream "on arrival", that they promised was nothing but the size of a tasting cup, which you had to go all the way to the sixth level for. It tasted of powdered milk with strawberry syrup and the size was a joke.
The free lunch was at the same restaurant called "Taste 6", which is horrendous! There is nothing italian about this restaurant, and the service is a joke too. It is a set menu, and everything tastes like fish there.
Our sheets were not changed for five days, until we complained and fought with the receptionist to send someone in the evening to do it. All "Stephen" the receptionist did was laugh about it, and it was not funny. As my sister said to him, "This is not funny, as we are living in filth". A cockroach had entered our room, which we killed. That's understandable, but what really bothered us that when we came back after a day out and the room looked visibly clean, its body still lay before us. Trash was not picked up under the dresser, and even the floor didn't look vaccuumed.
Checkout was no better experience, as Stephen again decided to charge us for our whole stay, which we had already paid in full on check in. Not only that he charged us more, and that resulted in another argument.
All in all, Malaysia seemed a big disappointment and this hotel seemed a big contributor to that trip.
I have stayed in 3-star hotels with better service than this.

Word of advice, Don't do it!

P.S: If you do happen to stay there, unfortunately, Don't order the room service chicken burger just because you think it's a safe choice. It's not. Don't do it.

  • Stayed: September 2012, traveled with family
    • Value
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3  Thank Saba S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, Manager at The Residences @ Swiss-Garden Hotel & Residences Kuala Lumpur, responded to this reviewResponded October 2, 2012

Dear Saba S

Thank you for staying at the Residences last month with your family.

We have noted your comments and it is sincerely regretted the overall experience you encountered was not up to your expectations and certainly did little to reflect the premier standard we deliver to our esteemed guests.

Wi-Fi is available in all our F&B outlets and in the Residences for a nominal fee.

T@ste6 is not an Italian restaurant and we offer a range of food choices ranging from healthy salads, soups to heartier dishes such as pastas, pizzas, burgers and steaks etc.

We do hope you can provide us with another opportunity to be of service to you on your next visit to Malaysia.

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Reviewed September 7, 2012

I stayed twice here and both stays were satisfactory. I just love the rooms, the arrangements. The main shopping complexes are just few minutes away frim the hotel. I was travelling with my car, so there was not any problem.

Stayed: May 2012, traveled with friends
2  Thank harolddean
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, Manager at The Residences @ Swiss-Garden Hotel & Residences Kuala Lumpur, responded to this reviewResponded September 11, 2012

Dear harolddean

Thank you for staying with us in May 2012. We are delighted to know that both your recent and previous stays with us met your expectations. It just goes to show that we must be doing something right.

We look forward to being of service to you again on your next visit to Swiss-Garden Hotel & Residences Kuala Lumpur.



Sincerely
Samuel Wong
Hotel Manager

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Reviewed September 7, 2012 via mobile

Stayed at Swiss garden residences from 2/9-4/9. Had chosen this place because of previous good experience and stay at the Hotel and thought of trying out their new residence suite instead.  
Cons
-No complimentary wifi
- No complimentary parking, charged RM $10 per stay. Needed to go reception every time to endorse upon exit. 
- Poor scanning system for lifts and room- caused me so much inconvenience of keep having to go to the reception to have my card check and recheck. Sometimes I just got stuck at 6th floor unable to get up to my room and have to go all the way down to the front office for help. For several occasions the lift scanner was faulty and was unable to recognize my card. On two other occasions, my room door scanner was low batt and faulty. I was unable to get into my room and had to go down to lobby again for help.
- Housekeeping staff waiting for tips after delivering towels.
- No toiletries supplied. Probably toiletries were missed out. Needed to request from housekeeping. 
- Unprofessional front office staff- bought the promotional deal with complimentary upgrade to exec suite and ice cream on arrival but was informed by staff Hanafi that these were not stated in system! I anticipated that this would happen from some negatives reviews I have read and showed him the copy that I have saved in my hp. Then he believed and upgraded me. Even after reminding him once, he did not give me the ice- cream coupons and I needed to ask from him again. 
- Air-cons are not powerful for hot weather. Not cooling enough despite turning it to high power at 18 deg. 
Pros
- nice, cozy and spacious room 
- rain shower with sunken bath 
- nice children playground n pools 
Nevertheless because of having experienced so much hassle, it is unlikely that I will recommend or return to this place again. For the price paid or slightly more, one can get better residences such as Park Royal and Prince in the vicinity of Swiss Garden.  


  • Stayed: September 2012
    • Value
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2  Thank charity2112
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wong_008, Manager at The Residences @ Swiss-Garden Hotel & Residences Kuala Lumpur, responded to this reviewResponded September 11, 2012

Dear charity2112

Thank you for staying at our Residences recently. However, we do regret that the overall experience was not up to your expectation and most importantly did little to reflect the premier service standards that we deliver to our guests.

We thank you for your constructive comments and we certainly hope you will accord us with another opportunity to be of service during your next trip.



Sincerely,
Samuel Wong
Hotel Manager

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Additional Information about The Residences @ Swiss-Garden Hotel & Residences Kuala Lumpur

Address: 117 Jalan Pudu, Kuala Lumpur 55100, Malaysia
Phone Number:
Location: Malaysia > Wilayah Persekutuan > Kuala Lumpur
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#66 Luxury Hotel in Kuala Lumpur
Price Range: $56 - $134 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Residences @ Swiss-Garden Hotel & Residences Kuala Lumpur 4*
Number of rooms: 478
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