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“Fine and That's About It”

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Sheraton Imperial Kuala Lumpur Hotel
Ranked #26 of 345 Hotels in Kuala Lumpur
Certificate of Excellence
Geoje, South Korea
Level 5 Contributor
46 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 73 helpful votes
“Fine and That's About It”
Reviewed March 30, 2013

Upon check in, the woman at the front desk was cold and seemed kind of snobby. I'd wanted to use a Discover card and it didn't go through because Discover had blocked it, not knowing I was traveling to Malaysia. She said when I cleared it up there would be no problem using that card. When I checked out, indeed, it was declined again. I called Discover while at the reception desk and they said I could not use the card there. It was troublesome that the woman at check in specifically told me I could use that card.

The room was fine. Kind of gaudy and a bit dated. When I looked up while showering I noticed two air vents that were literally caked with black gunk. It was pretty gross. There was also mold growing in the edges of the bottom of the shower and caulking coming loose in the shower. The bathroom sink didn't drain properly. A guy came to fix it the first day and it did the same thing again the next day. Paid 24 MYR for room service nachos that came with a big bowl of chips, a bit of cheese and a couple of tablespoons of salsa....not worth 24 MYR.

Arrived a bit late to the club lounge and as I approached the buffet for a bit of a snack, the people just kept taking the food away at a very rapid pace. While they could have said, " I'm sorry, we're closing the buffet, can I get you something?" They just cleared it all away. I literally walked in at 8:00PM, as the evening snacks are ending.

After coming in from the Four Points in Sandakan where everyone was so friendly and helpful, this place was just cold and not very welcoming.

Room Tip: Club level. I was in room 3307. Bathroom could use some help but it had a great view.
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  • Stayed March 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Stephanie70
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, March 31, 2013
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Hotel Kuala Lumpur. We appreciate your feedback on the service level and cleaniness. I have personally shared this with the team and we will take note on the room condition you mentioned, Sheraton Club lounge service and friendliness at Front Desk.

We strive to deliver the best guests experience so I hope this isolated incident wont deter you from returning again to Sheraton Imperial KL.

Best Regards, Chuck Abbott
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (668)
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English first
Singapore, Singapore
Level 4 Contributor
33 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed March 30, 2013

I do like the older hotels. Normally wen I stay at the Sheraton, I always have a suite and of the four hotel chains I use, the Sheraton nearly always has the cheapest suites. The lobby is not as fancy as in many of the other hotels, but it is big enough for me. The club lounge options and services are average, not as good as for example in Hilton KL Central or in Doubletree.
But in the Sheraton the rooms are larger than in most hotels. And the suites are the biggest I have been in. The suite has a proper walk-in wardrobe with a big safe which is good if you for some reason want to put your laptop in the safe.
In general, the In-room service is better than KL average and you will have more choices than in for example Le Meridien.
Location is a little off from main routes or hubs and many guests therefore take taxis. It may be good to take the phone number of a taxi if you want to ensure that you can get back when it rains. It will be expensive, but sure beats waiting for an hour or two. Sometimes I call the hotel to send me a taxi.
Service is seamless and check-in/out fast both in the club lounge and the ground floor.

  • Stayed February 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank TveViking
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, March 31, 2013
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Hotel Kuala Lumpur. We appreciate your positive comment about our room size, service level and speed of check-in/out.

We look forward to welcoming you back to the Sheraton Imperial if you're back in KL again! 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
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed March 29, 2013

After booking a room for 4 night online, about 2weeks in advance..

Told us there is no room avail - can not do anything but only to downgrade without no refund
Tried to charge us both when check-in and out - at the end I have double charged
Have to call at least twice for room clean - they dont even replace towels in tab, they just place the used towel back to where they were
Receptionist always just chat and play on their phone

There were way too much to write down.

After having the worst experience at Sheraton, I have found out I was double charged for that downgraded room. No word for it.
In a process of refunding at the moment, which is extremely slow.

The whole experience there was very frustrating and irritating.

Room Tip: Do not stay
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  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Hannahba
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, April 2, 2013
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Hotel Kuala Lumpur. We appreciate your feedback on the overall experience during check in. The team told me that it was a pre-authorisation requirement as the booking was made via Online Travel Agent. So it was not charged to your credit card on check-out as the amount was released. The team also got in touch with yourself to explain the details and we do apologize for any inconvinience caused. On your other feedbacks, we have taken note to ensure we improve our service level.

We hope the following isolated incident wont deter you from returning to the Sheraton Imperial KL again! Best Regards, Chuck Abbott
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Taree NSW
Level 3 Contributor
21 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed March 29, 2013

I stayed at this hotel in March 2013, with 3 friends. The staff were outstanding , Reception, Concierge and Restaurant staff as well as the cleaners were friendly and very helpful. Convenient to metro and train station. The rooms were large and very comfortable, clean, great size bathroom.
When returning to Kuala Lumpur this will be my hotel of choice . A fantasic 3 days were spent at this hotel.I would recommend this hotel to my friends.

Room Tip: Our rooms were comfortable & Quiet
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  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Pietjie
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, March 31, 2013
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Hotel Kuala Lumpur. We appreciate your positive comment about our location of the hotel within the train stations, service level and rooms.

We look forward to welcoming you back to the Sheraton Imperial if you're back in KL again! Best Regards, Chuck Abbott
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cheltenham, United Kingdom
Level 3 Contributor
20 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed March 27, 2013

This is a great hotel

Lovely rooms and in fab location right in the middle of all the main areas. Monorail outside hotel takes you all over the city for next to no cost.

Spa and pool are great although drinks are a bit expensive in hotel.

Places to visit......

- Jalan Alor - food
- Chinatown -food
- Jalan Changkat - bars
- Petronas Towers - shopping
- Batu Caves - get the monorail outside hotel to KL Sentral station and then the Kommuter line to right outside the caves. Saves you about 30 pounds in taxis.

Stay here- fab location for everything.

We checked out at midday however didn't have flight until midnight. They stored our cases all day and let us use the spa in the evening to chill out, shower and change etc before we left. Nice touch.

Stayed March 2013, traveled as a couple
Helpful?
2 Thank Dawn M
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, March 31, 2013
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Hotel Kuala Lumpur. We appreciate your positive comment about our location of the hotel within the train stations, spa and pool. Glad you liked our simple touch on keeping the luggages till you leave in the evening and using our spa facilities to refreshen up.

We look forward to welcoming you back to the Sheraton Imperial if you're back in KL again! Best Regards, Chuck Abbott
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Abu Dhabi, United Arab Emirates
Level 6 Contributor
159 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 81 helpful votes
Reviewed March 27, 2013

The hotel offers good value for money. Rooms are spacious and well maintained and the rates were quite acceptable. Breakfast diversity is amazing but that's about it in terms of hotel attractions (e.g no decent place for a drink). Things to be wary of:
1) the concierge team is pretty useless offering bad advice and limited to no support
2) the street behind the hotel is packed with clubs and bars so it can get noisy from time to time

Room Tip: Ask for a room overlooking the petronas towers to avoid the noise from the clubs nearby
See more room tips
  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank louayac
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, March 31, 2013
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Hotel Kuala Lumpur. We appreciate your positive comment about our room size and signature breakfast at Essence. On your additional comments about concierge, we have taken note and will share with the team. In terms of noise, we constantly speak to city council to ensure the club operations hours are enforced.

We look forward to welcoming you back to the Sheraton Imperial if you're back in KL again! Best Regards, Chuck Abbott
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level 2 Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed March 25, 2013

Great location, would recoment the use of monorail and metro near by to move around town, including Batu cave.
We had a Deluxe suite, large and clean. We couldn't fill the bathtub.
A turn down and closing of curtains was expected in evening but it wasn't done till the 3rd day.
Overall great experience.

  • Stayed March 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Gilaud
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, March 31, 2013
Thank you for taking the time to write a review regarding your recent stay at the Sheraton Imperial Hotel Kuala Lumpur. We appreciate your positive comment about our location of the hotel within the train stations, room cleaniness and associates friendliness. Also, thanks for highligthing the turn down service as a missed point for 2 days. I have shared this with the team to ensure we look into the details in making a great guests experience.

We look forward to welcoming you back to the Sheraton Imperial if you're back in KL again! 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 Luxury Hotel in Kuala Lumpur
#26 Family 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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