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“Good location with OK service but noisy room”

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InterContinental Kuala Lumpur
Ranked #11 of 346 Hotels in Kuala Lumpur
Certificate of Excellence
Reviewed January 10, 2013

This is the recently refurbished "Nikko" (Japanese) hotel, the location near KL Twin Towers is good however I had some problems (reservation "rate" booked inclusions) which were not addressed and the room was noisy all night due to thin windows and medium traffic in the area.

Positive points:
- room size is good
- aircon units quiet and not on your face, ,well regulated

Negative points:
- noisy in rooms as windows single pane and busy area of town
- no coffee / drinks making facilities visibility
- reserved direct after checkinh expedia thinking they had price parity, but rate did not include breakfast or the wifi (wifi is a very expensive at 17-20USD/day). FO staff said my rtae did not include so I contacted management the same evening: THREE days to get aa reply by which time had left.
- poor management service and poor enablement of FO staff
- though large rooms and "refurbished", the hotel had a sombre and dark feeling also quite impersonal (carpets on floors dark) along with old room feeling and layouts made it also quite impersonal. Needs new colours chemes, renewed bathroom layout (lucky I am not 190cm as would have problam with shower, JP heated toilet but looked old, no swivel shaving mirror, etc).

OVERALL
I will not be in a hurry to return to the intercon (or IHG) in KL and will be actively recommending people not to book on their website and to be careful as stff and maanagement will not atte,mpt to address their problems.

Room Tip: rooms are noisy in this hotel as single pane of glass in window and noisy city centre, pay attention...
  • Stayed: January 2013, traveled on business
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1  Thank tomp_travel_reviews
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_ICKL, Marketing Communications Executive at InterContinental Kuala Lumpur, responded to this reviewResponded January 15, 2013

Dear tomp_travel_reviews,

Greetings from InterContinental Kuala Lumpur!

We thank you for sharing your valuable feedback with us here on Trip Advisor and are glad to hear that you enjoyed our beautiful and spacious rooms.

However, it is unfortunate to hear that you did not have a completely satisfactory stay with us. We apologise for the challenges you faced during your stay in our hotel. We acknowledge the issues you have raised in regards to the error in your reservation details and the manner in which our team handled this. We have discussed with the department heads and team members on ways to increase the level of service provided to our guests. Only with feedback can we continue to improve our service standards.

We do hope that despite your disappointment on this occasion, you will still consider our hotel the next time you visit Kuala Lumpur.

Warm regards,
Zoe Chaplin

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,564 - 1,570 of 2,618 reviews

Reviewed January 8, 2013

I like Intercontinental as a brand. Intercontinental KL did nothing to change this feeling. It's a very good hotel, with well-appointed, spacious and comfortable rooms and a nice gym.

My only concern was with the service at the front desk; in what seems to be an endemic problem throughout Intercontinental hotels in Asia, it took a long time to check-in. I was told by the staff-member at the desk that they were unable to place a hold on my Visa debit card. Instead, they used my friend's credit card. This seemed sensible and acceptable, until it turned out that not only had they put a hold on my card, but they then cancelled the hold on my companion's card. They eventually switched the holds over (after repeated calls to the front desk) but took over a week before I had access to my funds again. I feel that the hotel should be more responsible and attentive when they are playing with relatively large sums of customer's money. Imagine the shock I got when I checked my account.

Which brings me to my next point: why, on earth, does the hotel require RM2000 (roughly AU$600) as security for a room? Do they honestly expect me to walk out with the bathtub, bed and cabinetry? A bit absurd.

Overall, however, I have to stress that this is a very nice hotel. The staff are generally attentive, the service generally good and the rooms are very, very nice. While the room service food was fairly woeful, the breakfast was superb, with the smoked salmon and roti station being welcome highlights. I would highly recommend this hotel to anybody looking to travel to Kuala Lumpur.

  • Stayed: December 2012, traveled solo
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Thank Dimi A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_ICKL, Marketing Communications Executive at InterContinental Kuala Lumpur, responded to this reviewResponded January 15, 2013

Dear Dimi A,

Greetings from InterContinental Kuala Lumpur!

Thank you for staying with us and taking the time to share your stay experience with us.

We are pleased to know that you enjoyed our beautifully furnished spacious rooms, our gym facilities and the wide selection on our breakfast buffet. We thank you for your kind remark on our attentive and efficient service staff as well.

With that being said, we apologise for the service at the front desk during check-in. We have taken note on your comments in regards to our Front Desk policies and we are reviewing together with department heads to make improvements.

Thank you once again and we do hope to welcome you back to the hotel soon.

Warm regards,
Zoe Chaplin

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 8, 2013

I don't understand why this hotel can be ranked as 5 star. The first day when I checked in, there was an extra bed sits in the room and no one took care of it. I had to switch the room after 10-20 mins. Everyday the housekeeping makes mistake. The pajama disappears everyday. I have to make a call to get it. Even the TV remote is gone one day. I saw this freaking hotel is hiring men instead of women to do housekeeping. One day they took my key card which was put in the hotel room to keep the electricity supplier. When I was back in the midnight. Everything you have to call, everything you have to push. I don't think it's a 5 star hotel. Just only 3 or 4 star at most.

Room Tip: There is no good room for this hotel since the service is very poor.
  • Stayed: January 2013, traveled on business
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1  Thank AlanXu1984
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_ICKL, Marketing Communications Executive at InterContinental Kuala Lumpur, responded to this reviewResponded January 10, 2013

Dear AlanXu1984,

Greetings from InterContinental Kuala Lumpur!

We thank you for staying with us and taking the time to share your recent experience.

We express our deepest regrets about the service you experienced when staying with us. In particular, we would like to apologise for the challenges you faced in regards to our housekeeping staff. We have discussed the issues you have raised with the hotel team and rest assured we are implementing measures to ensure our guests’ satisfaction.

We do hope that you will still consider staying with us the next time travel plans brings you to Kuala Lumpur.

Warm regards,
Zoe Chaplin

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 7, 2013

Terrible Customer Service - the staff and Management did not do anything to fix a leaky shower, that had water all over the bathroom. Only upon insistence, did they give a room change on New Year's Eve, which ruined our Dinner plans. They did not do anything to compensate for the terrible inconvenience for 2 days - and just offered cookies and chocolates when we decided to check out 1 day early, since we were truly frustrated by their service, or lack thereof.

Room Tip: Although the hotel is in a good location - walkable distance to the KLCC towers, the view on both si...
  • Stayed: January 2013, traveled as a couple
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3  Thank Antaara
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_ICKL, Marketing Communications Executive at InterContinental Kuala Lumpur, responded to this reviewResponded January 10, 2013

Dear Antaara

Greetings from InterContinental Kuala Lumpur!

We thank you for staying with us and taking time to share your experience on Trip Advisor.

We deeply apologise for the inconvenience you experienced, particularly the delay in repairing the leaking shower in your room and the manner in which this was handled. Thank you for informing us of the challenges you faced during your stay with us. We have discussed your comments with the hotel team to ensure this incident does not happen again.

We do hope that despite the experience you had we will have the opportunity to welcome you back to the hotel sometime in the near future.

Warm regards,
Zoe Chaplin

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 6, 2013

This stay exceeded our expectations - always an excellent sign. The hotel was attractive, well located, the welcome at check-in was excellent, we were upgraded to a super room and the staff throughout were very personable and helpful. A far more personal level of service that we expected.

Breakfast the first morning was terrific but sadly the whole breakfast system fell apart under the strain of the unusual number of leisure guests turning up for a late breakfast on new year's eve. This was totally foreseeable and should have been prepared for. Unfortunately the staff didn't cope well. Food ran out, requests were ignore, there was a general air of panic and worst of all was a wait for waffles which turned into a 40 minute odyssey with endless chefs saying they'd be there 'in a minute'. A disappointing end to an otherwise excellent stay in a very impressive hotel.

  • Stayed: December 2012, traveled with family
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Thank Andy414
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_ICKL, Marketing Communications Executive at InterContinental Kuala Lumpur, responded to this reviewResponded January 9, 2013

Dear Andy414

Greetings from InterContinental Kuala Lumpur!

We truly appreciate you staying with us and for taking the time to share your feedback with us. We are very happy to hear that you enjoyed our hotel’s personalised customer service and newly renovated rooms.

However, we express our deepest regrets for the inconveniences caused during breakfast on New Years Eve. We have taken note on your comments and will make improvements to ensure a consistent and efficient service is delivered to our guests at all times.

Thank you again for your feedback and we hope you will have a completely satisfactory stay with us the next time you visit Kuala Lumpur.

Warm regards,
Zoe Chaplin

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 5, 2013

My wife and I plus 2 friends chose the Intercontinental KL to spend 4 nights between Christmas and New Year.

From the moment we walked in we were looked after. My wife is a Gold Ambassador so an upgrade to a suite was greatly appreciated. The room was fantastic with both living areas and a very large bedroom.

Darren "Mr Awesome" in the Club lounge was exceptional in his duties and always made sure that our glasses were full. He was always happy to enquire of our days activities.

The hotel was very close to the Petronas towers and the shopping mall underneath but really nothing is very far away in a taxi but do haggle the prices as the drivers tend to try and get away with some overpricing.

We will definately stay at the Intercontinental again when we visit KL.

Room Tip: If you can pay a little more for the club rooms as the benefits are definately worth the dollars.
  • Stayed: December 2012, traveled with friends
    • Value
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Thank Wayne J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_ICKL, Marketing Communications Executive at InterContinental Kuala Lumpur, responded to this reviewResponded January 10, 2013

Dear Wayne J,

Greetings from InterContinental Kuala Lumpur!

Thank you for staying with us and sharing your wonderful feedback.

It is very pleasing to know that you enjoyed your stay at our hotel in Kuala Lumpur. We truly appreciate your compliments on our spacious rooms and excellent service delivered by our ever ready staff at the Club InterContinental. We will share your positive comments with our team and without a doubt it will inspire us to continue to deliver personalised, memorable and efficient services to our guests.

We express our gratitude on your fantastic review again and look forward to welcoming you at our hotel once more in near future.

Warm regards,
Zoe Chaplin

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 4, 2013

Overall, would be what you'd expect from an Intercontinental. Check-In was pleasant, we were given an instant upgrade (as a platinum ambassador). Location is terrific, about a 5 minute walk to/from KLCC (probably one of the top 2 malls in KL, the other being Pavillion Mall). The hotel facilities/service though were 2-3 notches below standards. The fitness gym had old equipment, and was clearly run down. For breakfast, had to wait in line about 20-25 minutes before we got a table. What made it even more disappointing was the breakfast food quality was below average. Probably would consider other hotels in KL next time.

  • Stayed: January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Don L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_ICKL, Marketing Communications Executive at InterContinental Kuala Lumpur, responded to this reviewResponded January 8, 2013

Dear Don L,

Greetings from InterContinental Kuala Lumpur!

We thank you for staying with us and taking time to share your recent stay experience.

We thank you for your continuous support in being our Platinum Ambassador and we are glad to know that you had a pleasant check-in experience.

With that being said, we are terribly sorry to hear that some of our facilities and meals did not meet your expectations. We not only take notes to your complaints to make improvements but also express our deepest regrets.

We do hope that you will still consider staying with us the next time your travel plans brings you to Kuala Lumpur.

Warm regards,
Zoe Chaplin

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about InterContinental Kuala Lumpur

Address: 165 Jalan Ampang, Kuala Lumpur 50450, Malaysia
Phone Number:
Location: Malaysia > Wilayah Persekutuan > Kuala Lumpur
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Business Hotel in Kuala Lumpur
#7 Spa Hotel in Kuala Lumpur
#11 Family Hotel in Kuala Lumpur
#11 Luxury Hotel in Kuala Lumpur
#12 Romantic Hotel in Kuala Lumpur
Price Range: $114 - $399 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — InterContinental Kuala Lumpur 5*
Number of rooms: 473
Official Description (provided by the hotel):
A jewel in the heart of Malaysia, InterContinental Kuala Lumpur offers one of the most sought after locations in the city, making it an ideal urban retreat for both business and leisure travelers. The hotel is just steps away from the iconic Petronas Twin Towers and Kuala Lumpur Convention Centre and within walking distance to countless other shopping and entertainment activities. Choose to work in comfort or luxury in the 473 spaciously designed rooms, including 110 newly renovated Grand Premier Rooms that feature modern, earth tone furnishings and state-of-the-art enhancements. Wine and dine in style with a selection of restaurants including the award-wining Tatsu Japanese Restaurant, Tao Chinese Cuisine, Serena Brasserie, OneSixFive and Bentley's Pub. InterContinental Kuala Lumpur also boasts eight meeting rooms and two conference venues to host memorable events from an intimate group of 20 or a large conference of 600 people. ... more   less 
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Also Known As:
Intercontinental Kuala Lumpur Hotel Kuala Lumpur
Kuala Lumpur Nikko Hotel
Nikko Kuala Lumpur

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