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.
- 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