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“Need to improve on room and customer service”

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Sheraton Imperial Kuala Lumpur Hotel
Ranked #26 of 345 Hotels in Kuala Lumpur
Certificate of Excellence
Singapore, Singapore
Level 6 Contributor
284 reviews
70 hotel reviews
common_n_hotel_reviews_1bd8 174 helpful votes
“Need to improve on room and customer service”
Reviewed June 4, 2012

I have reasonably good experience at last visit. I am disappointed at this stay with multiple malfunction. (1) no room upgrade though SPG member. By the time I checked into room and realised I was given a standard room, I was too tired to make request. There was no fruit basket or newspaper though I presented my SPG card. (2) Air-con not working. Technician tried but unable to fix. (3) Housekeeping did not clean up the mess left behind by the air-con technician. (4) Operator did not record the failure to fix the air-con, request for duty manager's attention and enough sniped when I asked. (5) Telephone message system does not work.
I would likely return due to corporate arrangement. I hope the hotel is not taking corporate client for granted.

  • Stayed June 2012, traveled on business
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank 1place1dream
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_Imperial_KL, General Manager at Sheraton Imperial Kuala Lumpur Hotel, responded to this review, June 6, 2012
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Kuala Lumpur. As a loyal SPG member we really value your comments about the areas we need to improve and thank you for allowing us to learn from your experience. We look forward to welcoming you back to the Sheraton Imperial on future visits to KL so we can demostrate the fine service and facilities your expect and deserve. Best Regards, Chuck Abbott
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3,144 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (667)
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Dublin, Ireland
Level 4 Contributor
34 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed June 4, 2012

Very nice entire experience. Nothing to say except the SPA which is only average regarding the price (130$ for an hour Balinese Massage).

Stayed August 2011, traveled as a couple
Helpful?
Thank Michaelvietnam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_Imperial_KL, General Manager at Sheraton Imperial Kuala Lumpur Hotel, responded to this review, June 6, 2012
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Kuala Lumpur. We really appreciate your positive comments about your overall experience and thank you for your comment regarding the value for money at Mandara Spa. We look forward to welcoming you back to the Sheraton Imperial on future visits to KL. Best Regards, Chuck Abbott
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Allahabad, India
Level 4 Contributor
23 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed June 3, 2012

We stayed here for 2 nights from 31st may to 2nd June 2012. We enjoyed our stay here. Check in process was quick and good. We were offered a paid upgrade to club room to which we agreed as it included breakfast , club lounge access etc.
The room is excellent with peteronas tower view which looks excellent at night.
Location is perfect with 15 steps from monorail station.
Breakfast is too good with a section of indian veg. (samosa, vada, paneer etc.) lots of customization possible with icecream, any type of coffee u want, pancakes etc.
The concierge service is also very informative and too gud.
The link service is also good and has fast internet.
The only bad point which made me give 4 star was very slow service. I took half an hour and 2 calls to guest services to get complimentary dental kit.
It too 3 calls and half a hour for some one to come and pick up luggage for check out aand yet no one came and me and my wife had to bring the luggage to reception ourselves . PATHETIC.
They were apologetic but thats not enough.
Overall it was a gud stay.

Room Tip: Upgrade to club room as the breakfast for two will cost u almost the cost of upgrade.
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  • Stayed June 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Utkarshgoel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_Imperial_KL, General Manager at Sheraton Imperial Kuala Lumpur Hotel, responded to this review, June 6, 2012
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Kuala Lumpur. We really appreciate your positive comments about the arrival process, Sheraton Club experience, the room and views of the Petronas Twin Towers, our signature breakfast, the conceirge and LInk@Sheraton. We appreciate your comments about responsiveness and thank you for allowing us to learn from your experience. We look forward to welcoming you back to the Sheraton Imperial on future visits to KL. Best Regards, Chuck Abbott
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Phoenix, Arizona
Level 6 Contributor
125 reviews
63 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
Reviewed June 2, 2012

My Thai wife and I were in KL last weekend, our second trip there. We chose to spend a night at this hotel, just as we did last year on our first trip.

We are Starwood Platinum and were upgraded to a wonderful corner suite with sweeping view towards KLCC and to the east. Suite was very well appointed, everything clean and working. Bathroom was wonderful with his and hers basins and showers. Think I'm getting old though, the television system seemed a bit complex; took a while to get the channels to display.

In the late afternoon we made our way to the Club Lounge and enjoyed some drinks and finger food. The view from the lounge includes both KLCC (Petronus Towners), around to KL Tower and then to KL Sentral and beyond.

Breakfast downstairs was okay. Lots of choices and interesting Malaysian dishes to try. Got a bit of a surprise when we returned around midday from our sightseeing. The suite had been made up even though we were due to checkout at 4:00pm. I've never encountered this before. Clean towels and a remade bed were nice. The wife had a little sleep after climbing all those stairs at Batu Caves.

Definitely staying here again whenever we travel to KL.

Room Tip: Ask for a view of KLCC.
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  • Stayed May 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BoganInParasite
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_Imperial_KL, General Manager at Sheraton Imperial Kuala Lumpur Hotel, responded to this review, June 6, 2012
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Kuala Lumpur. As a loyal SPG member we really appreciate your positive comments about your upgrade, the views from the rooms and the Sheraton Club experience. We look forward to welcoming you back to the Sheraton Imperial on future visits to KL. Best Regards, Chuck Abbott
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Maui, Hawaii
Level 6 Contributor
111 reviews
71 hotel reviews
common_n_hotel_reviews_1bd8 75 helpful votes
Reviewed May 30, 2012

Luxurious...period. No need to look any further for a place to stay while in Kuala Lumpur as this place will please you and you will respond in kind from the grand stair case to the ultimate breakfast buffet, from the downy soft bed to the lounge where you can sip an 18 year old Glenfiddich while listening to live music. It doesn't get any better, I think.

It is especially great if you are a Starwood member, you get the royal treatment.

  • Stayed February 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Eraldo7411
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_Imperial_KL, General Manager at Sheraton Imperial Kuala Lumpur Hotel, responded to this review, June 2, 2012
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Kuala Lumpur. As a loyal SPG member we really appreciate your positive comments about our hotel, the signature breakfast, the comfort of our Sheraton Sweet Sleeper beds and the relaxing comfort of the Pavillion Lounge listening to music. We look forward to welcoming you back to the Sheraton Imperial on future visits to KL. Best Regards, Chuck Abbott
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Level 2 Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed May 30, 2012

My god, this place was beautiful. From the minute we walked into the hotel, we were approached by lovely helpful staff. Reception were fantastic and very helpful. We were taken to our room and felt like I was royalty, the room was huge, had a seperate lounge room, 2 toilets, huge very clean bathroom and walk in wardrobe area.
The bed was very comfortable and the view from our room, was spectator.
The breakfast was to die for, never thought I would ever eat a curry dish for breakfast, there were so many options.
The staff in the restaurants were beautiful people and always had a smile on their faces. Had 2 massages in their day spa and feel asleep both times.
Will definitely be back again and will look forward to seeing the staff again.

  • Stayed August 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Natters82
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_Imperial_KL, General Manager at Sheraton Imperial Kuala Lumpur Hotel, responded to this review, June 2, 2012
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Kuala Lumpur. We really appreciate your positive comments about our associates, the signature breakfast, the comfort of our Sheraton Sweet Sleeper beds, the arrival process, the spacious rooms as well as the views and the massages treatments at Mandara Sp. We look forward to welcoming you back to the Sheraton Imperial on future visits to KL. Best Regards, Chuck Abbott
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Milan, Italy
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed May 30, 2012

They have nice, helpful and friendly staff, room was very clean and HUGE with good amenities. The staff of this hotel are very nice,polite and helpful, the bathroom was wide. The breakfast buffet was nice and very extensive and full of tasty tropical fruit. Service was good and prompt and always with a smile. Would definately stay here again.

  • Stayed May 2012, traveled on business
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank MorandiBaroni
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_Imperial_KL, General Manager at Sheraton Imperial Kuala Lumpur Hotel, responded to this review, June 2, 2012
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Kuala Lumpur. We really appreciate your positive comments about the friendliness of our associates, the cleanliness and spacious rooms and the signature breakfast. We look forward to welcoming you back to the Sheraton Imperial on future visits to KL. Best Regards, Chuck Abbott
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 Sheraton Imperial Kuala Lumpur Hotel

Property: Sheraton Imperial Kuala Lumpur Hotel
Address: Jalan Sultan Ismail, Kuala Lumpur 50250, Malaysia
Phone Number:
Location: Malaysia > Wilayah Persekutuan > Kuala Lumpur
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#15 Spa Hotel in Kuala Lumpur
#18 Romantic Hotel in Kuala Lumpur
#19 Business Hotel in Kuala Lumpur
#26 Family Hotel in Kuala Lumpur
#26 Luxury Hotel in Kuala Lumpur
Price Range (Based on Average Rates): $
Hotel Class:5 star — Sheraton Imperial Kuala Lumpur Hotel 5*
Number of rooms: 385
Official Description (provided by the hotel):
Nestled in the city center and just steps away from the city monorail and LRT lines, the hotel offers seamless access to Kuala Lumpur's main attractions making it just minutes away from the city's best shopping and dining venues. For your stay, explore our Sheraton Club Suite which offers panoramic vistas of the city skyline and extra in-stay benefits with great value. Dine in our award winning Celestial Court restaurant for an authentic Chinese dining experience or a romantic dinner at a free-standing trattoria styled after a rustic country home, Villa Danieli. ... more   less 
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Also Known As:
Sheraton Kuala Lumpur
Kuala Lumpur Sheraton
Sheraton Imperial Kuala Lumpur

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