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“Generally good experience with some minor issues”

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The Westin Kuala Lumpur
Ranked #28 of 340 Hotels in Kuala Lumpur
Certificate of Excellence
Regina, Canada
Level Contributor
51 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
“Generally good experience with some minor issues”
4 of 5 bubbles Reviewed March 12, 2013

We stayed for 5 nights recently in a Executive Club room and had a generally very positive experience. We would have given it a rating of 4 1/2 if we could but there were some issues that prevented us giving a 5 .The room was very nice and clean and we had a nice view from the 34th floor. No view of the PetronasTowers but not everybody can have that.

Check in on the 3rd floor was a breeze and the staff in the Executive Lounge were extremely accommodating. The only issue we had here was with regards to service at breakfast. On 2 of the 5 mornings we found there were no clean tables free. More than 10-15 tables had dirty plates and cups from guests who had left still on them. Nobody seemed to have this as a task to do. When we found one that was not too bad the staff cleared the table at our request but then, on both occasions, forgot to bring cutlery or take coffee orders etc. When we did attract one staff member's attention and request coffee on one day we had to do so again after almost 15 minutes, because it seems our order was taken to another table who had just that second been seated. We also had to track down utensils on both occasions. Nobody seemed to anticipate our need for cutlery without it being brought to their attention.

It seemed to us that having staff prepare and serve coffee distracted them from ensuring that tables were kept open and ready for use. Perhaps a self serve coffee machine might free up staff to keep tables clear etc.


Having said that the food selection in the lounge at breakfast was very good. We did try the main breakfast buffet in the Living Room restaurant on one morning and that was exceptional, both in food quality and ambience. We would have gone there every day but decided not to do so in the interest of our waist lines.

The afternoon pastries and evening hors d'oeuvres and drinks were all very nice as well and the staff were very attentive at those times.

Our second concern preventing a 5 rating was related to the Concierge desk. On our first morning in any new location we like to meet the concierge and get his or her recommendations on what to see or do, once they have found our likes and dislikes. When we approached the concierge in KL his only response was to pull out a brochure of bus tours and tell us to let him know if we wanted to book any of them. He then turned away and started ( or carried on ) a conversation with a colleague. The level of disinterest shown meant we never returned to the concierge desk for advice.

Our final concern related to the on property Chinese restaurant. We were really excited to see that it had individual set menus on the website . We like this option because it is almost like a tasting menu and affords us the opportunity to sample many dishes that we might not have ordered out of ignorance, had we been choosing from an a la carte menu. We also wanted to get in the spirit of Chines New Year.

We made our way to the restaurant and it looked very, very nice indeed. Once seated we looked through the menus but could see nothing at all like what we had just reviewed on line no more than 15 minutes before. As it was Chinese New Year there was a set menu but for a minimum of 8- 10 guests, depending on the menu selected. An obviously more senior staff member indicated that there was a la carte only otherwise. Had she said that this was because of Chinese New Year we would have understood, although I am not sure how any hotel guests arelikely to be able to rustle up 8 - 10 people for dinner. It was obviously geared to a local clientele rather than guests of the hotel and it sends a perhaps uninteded message that as guests we weren't really valued.

She then proceeded to tell us that there had never been a set menu for only 1 or 2 people. We elected to leave and dine elsewhere. I did check the hotel website later and found the menu we had seen and we were correct it was described as being available for only 1 guest. I downloaded a copy in case I ever had to prove my point but we never went back there. It was a disappointment to us, however, as we were looking forwards to getting into the spirit of Chinese New Year.


We ate in the tapas bar one lunch time and that was very good as well.

I hope this review does not come over as too whiney and negative. Our overall experience was very good but with attention to a few minor issues could have been exceptional. I notice that management pays attention to reviews and seems genuinely concerned about addressing shortcomings. These "compaints" therefore are offered in that light as ways to improve quality of service even more.

Room Tip: Contrary to recent posts I would suggest spending a little more on a Club floor. You can stillhave t...
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  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Fizzer59
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HratchKhatchanian, General Manager at The Westin Kuala Lumpur, responded to this review, March 13, 2013
Greetings Fizzer59

We thank you very much for having taken the time to give us your feedbacks. Trust me, we do not perceived this as whiney or negative but constructive feedbacks to improve on areas that we have issues. We truly value this and will definitely work with the team to see how things can be done differently.

Meanwhile, please accept our sincere apologies for the challenges experienced and hope you would still give us another opportunity to welcome you back when you return to Kuala Lumpur.

Take care and be well


Hratch Khatchanian
General Manager
Report response as inappropriate
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2,331 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Kuala Lumpur, Malaysia
Level Contributor
10 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
3 of 5 bubbles Reviewed March 12, 2013

I stayed at Westin KL previously in the standard rooms and had a good experience so this time around I upgraded to club executive as a special New Year Treat for my husband and I.

Firstly, we had to go up to the 3rd floor to check in and nobody was around, after about 5 minutes a lady showed up to help us with the check in. It was already 3.15pm and the room was not ready (even though I informed them I would like to check in around 2-2.30pm) so she asked us to have some hi-tea while she makes arrangement with house keeping. She took our orders and went off. After 20-25 minutes, I went to check on the Hi-tea, only for her to laugh unapologetically that her colleague must have sent our orders to another table. She came back after 10 minutes with only half of the things we ordered but since we wanted to check out the room, we ate quickly and left.

We went to room 3519, a number I will always remember, excited that it was on the highest floor and looking forward to the view, I rushed into the room. Only to see a middle age man inside wearing his boxers and a half button up shirt! He was shocked and so was I.... We left and went back to the 2nd floor, the staff were quite apologetic about it and after another 20 minutes offered to upgrade us to a 1 bedroom apartment. Since it was already almost 5pm at this point, we took the offer and went to the room. It was nice, but was only on the 10th floor.

Breakfast was not very exciting, I would have preferred to have breakfast downstairs at the normal lounge as there was almost 3 time more variety and the staff everywhere else except the 3rd floor were all more responsive and friendly. I love Westin, but seriously the whole executive club thing is overrated and disappointing.

Room Tip: No Need to upgrade for Club Rooms
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  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank 12Travel_forever
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HratchKhatchanian, General Manager at The Westin Kuala Lumpur, responded to this review, March 12, 2013
Greetings 12Travel_forever

We thank you for supporting us again and am equally disappointed to know that this time we did not live up to your expectations.

Honestly, I have no excuses or reasons for the chronological of events but just plain inadequacy from the team. I have communicated these challenges to them and will definitely work on areas that need improvement.

We understand your disappointment but hope you would give us another chance to make amends and let us welcome you back.

Take care and be well



Hratch Khatchanian
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Level Contributor
17 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
3 of 5 bubbles Reviewed March 11, 2013 via mobile

My partner and I stayed at the Westin last week for one night as our last stop for our trip.

Location:
Probably the best area of KL. directly across the road from the shopping centre, right in the heart of it all.
The monorail is a short walk away from the hotel for those who need to travel further from the area.

Room and Amenities:
As we were only there for one night, we booked the base room - the city view room.
It was reasonably sized with a very nice bathroom, with both a bath and shower. The king bed we had was very soft, and they have a huge range of tv channels. The hotel gym was fantastic. Probably the best hotel gym I have ever seen. I felt like I was at a deserted fitness first! Loads of equipment, and only 4 guests and 1 worker there whilst I worked out. They also have a steam room and fantastic shower /change room facilities which we used as had a late flight after we checked out... The pool was large and you even got given a buzzer to call for service whilst you lounged around the pool - a very nice and helpful idea. Wifi comes at a cost in your room, but is free in the lobby...
The only criticism about this hotels rooms would be the paper thin walls. At night we could our neighbor talking, coughing and even his television. In the morning of our stay, as this hotel has a 12 midday checkout, we planned on sleeping in - however because of the paper thin walls, this was not possible! The man next door must have checked out early and we could hear the maids next door vacuuming, and cleaning the room at 9am. We dealt with it as consider ourselves tolerant travelers, but other people may have been very annoyed.

Service:
All staff were polite and courteous. The front desk was very good in allowing us to keep our luggage there whilst we shopped all day after checkout in preparation for our late flight. I did ask one staff member at the concierge all about the patronas towers, And he was very kind in drawing me a map and giving directions - but forgot to tell me the towers weren't open on Monday's which was the day we asked him for help. Was a little bit disappointed when we couldn't go up the towers...

Food:
We only ate breakfast in the room as it wasn't included in our room rate, however I couldn't even eat it. We ate the western breakfast which consisted of bacon, eggs, toast, coffee, hash browns and so on. The only thing we could eat we're the scrambled eggs and toast. Everything else was either oily, cold or very odd tasting...

Overall, we had a couple of bad experiences which lowered our view of the hotel. I think a lot of other people didn't experience anything like this... Would I stay there again? Maybe...

Cheers,
S&B


Stayed March 2013, traveled as a couple
Helpful?
Thank Shane L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HratchKhatchanian, General Manager at The Westin Kuala Lumpur, responded to this review, March 11, 2013
Greetings ShaneL

We thank you for staying with us and taking the time to review our hotel.

We apologize for the noise from the adjoining room and seek your understanding that this is a design problem. We will look into improving this area when we refurbish our rooms.

Again, sorry for not providing you with accurate information about the Petronas Twin Towers.

Your comments about food have been shared with the kitchens team - thank you for letting us know.

Once again, we appreciate your feedbacks and look forward to your next visit.

Take care and be well



Hratch Khatchanian
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
23 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
4 of 5 bubbles Reviewed March 10, 2013 via mobile

It's been just one and a half days and we leave tomorrow morning for langkawi
We arrived around nine in the morning hoping for an early check in
We were pleasantly surprised to be given a room almost immediately
The reception staff was extremely courteous we were given a room overlooking the happening street Bintan
To be honest the breakfast was not so great primarily due to a weird layout where you end up missing on many items as they are far apart.However the manager Mr Mohammad made up for any shortcoming.He was easy to chat with and in fact ended up explaining the difference between nasi goreng and the Malaysian Nasi lemak which turned out to be better
One suggestion for the hotel is to vastly improve the lighting in the restaurant
The concierge was again very helpful planning out our trip to the genting highlands
The housekeeping staff did a wonderful job
The room 2910 is a large nice warm room
The bathroom has a few problems like the tap on the washbasin is too close to the edge and so some water spills out and it is inconvenient .Similarly the shower pressure needs to be checked
We had dinner at the five sense Chinese restaurant on the first floor
It's a very elegant place .The food was awesome service quick and courteous rather helpful
So we leave Tom morning and hope for a similar experience at the westin langkawi

Stayed March 2013, traveled with family
Helpful?
Thank Subodh V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HratchKhatchanian, General Manager at The Westin Kuala Lumpur, responded to this review, March 11, 2013
Greetings Subodh V

We thank you for staying with us and sharing your stay experience.

Sorry to hear you find our breakfast layout weird - in our breakfast adventure, guests get to experience 2 venues i.e. The Living Room and the Daily Treats. The staff should have walked you through the whole area taking into consideration it's your first visit.

We are aware of the sink design and will look into it when we refurbish our rooms - we apologize for any inconvenience caused.

Last but not the least, happy to hear you enjoy the Chinese food in Five Sen5es and the nasi lemak.

See you again soon and have a splendid time in Langkawi.

Be well


Hratch Khatchanian
General Manager
Report response as inappropriate
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Atlanta
Level Contributor
4 reviews
4 of 5 bubbles Reviewed March 9, 2013

Westin was great. Very attentive to my needs! The food and service was fantastic! The bathroom could have been a little cleaner (there was a little bit of mold in the shower) and the gym needs to open at 5am vs 6am. Thanks!

  • Stayed February 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank melowatson
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HratchKhatchanian, General Manager at The Westin Kuala Lumpur, responded to this review, March 10, 2013
Greetings melowatson

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

Happy to hear you like the food and service but found the bathroom not so clean, which we have already communicated to the Housekeeping team.

The gym officially opens at 6 am. However, we are flexible and should you wish to use it before the opening or after the closing hours, please let Service Express know and we are happy to organize for you.

Once again, we appreciate your feedbacks and look forward to your next visit soon.

Take care and be well


Hratch Khatchanian
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Germany
Level Contributor
98 reviews
69 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
4 of 5 bubbles Reviewed March 9, 2013

We booked three days as a city location. Being opposite the Pavillion mall was very convenient for cheap late breakfasts and the connection with the monorail was useful (although there are limited connections at KL Sentral).
We had problems with our luggage (30 minutes plus) and the air conditioning in the room was not great. It is single glazed with windows and you hear a lot of street noise at nights.

Overall Ok and I have not found better in KL. pool was very good if noisy from the next hotel's air conditioner.

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SAPStar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HratchKhatchanian, General Manager at The Westin Kuala Lumpur, responded to this review, March 10, 2013
Greetings SAPStar

We thank you for staying with us and providing us with feedbacks about your stay.

May we know what sort of problem you had with the room air conditioning? Was it too hot or too cold? Meanwhile, we apologize for the delay in sending the luggage to your room.

Once again, we appreciate your feedbacks and look forward to your return soon.

Take care and be well



Hratch Khatchanian
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
5 of 5 bubbles Reviewed March 7, 2013

I travel and stay at this hotel several times a year, mainly for Business. I have taken my family on occasions and the Residential apartments are ideal for families. This hotel has really good facilities, is in an excellent location in the heart of Bukit Bintang area. The Hotel staff are professional, well trained and make you feel welcome.The Hotel has excellent, Chinese, Italian and Steak restaurants that offer great food at reasonable prices.
My last visit to the hotel was with my family and one of my children has allergies. I emailed in advance of our stay the Executive Chef , Garth Welsh, who made a point of personally attending to our child's dietary needs, which was outstanding service! We even had a chef walk around the entire international buffet with us and explain what was suitable for my son to eat and what wasn't.
I'm a Starwood Preferred Guest which is a good value hotel Loyalty programme which i would also recommend.
I would also recommend upgrading to Club Benefits when booking or checking in, you don't need to be a Starwood member to be eligible. It's great value and the lounge has just be renovated too.
The Hotel rooms are spacious, clean with excellent beds and bed linen.
I would highly recommend this hotel to any business traveler or anyone traveling with families.

Room Tip: Upgrade to a Club room,its well worth the value!
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  • Stayed January 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sanam0
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HratchKhatchanian, General Manager at The Westin Kuala Lumpur, responded to this review, March 10, 2013
Greetings Sanam0

We thank you for the fantastic review and your continuous support.

Extremely delighted to hear of the personal and instinctive services from Chef Garth - this is how it should feel at The Westin.

Look forward to welcoming you back in late March.

Take care and be well



Hratch Khatchanian
General Manager
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 The Westin Kuala Lumpur

Property: The Westin Kuala Lumpur
Address: The Westin Kuala Lumpur Jalan Bukit Bintang, Kuala Lumpur 55100, Malaysia
Location: Malaysia > Wilayah Persekutuan > Kuala Lumpur
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#14 Business Hotel in Kuala Lumpur
#19 Family Hotel in Kuala Lumpur
#24 Romantic Hotel in Kuala Lumpur
#28 Luxury Hotel in Kuala Lumpur
Price Range (Based on Average Rates): $$
Hotel Class:5 star — The Westin Kuala Lumpur 5*
Number of rooms: 443
Official Description (provided by the hotel):
The Westin Kuala Lumpur is an oasis located on the vibrant streets of Jalan Bukit Bintang. The strategic location of this five-star luxury hotel puts Kuala Lumpur’s best shopping, entertainment and local attractions right at your doorstep, which also includes Petronas Twin Towers, Kuala Lumpur Tower and Pavilion KL shopping mall which are just minutes away. From signature Westin Heavenly® Bed to our fully equipped Westin WORKOUT®, the hotel offers world-class facilities and services that inspire you to be at your best. ... more   less 
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Also Known As:
The Westin Kuala Lumpur Hotel Kuala Lumpur
Westin Kuala Lumpur
Kuala Lumpur Westin

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