Rated 3 out of 5 by mac123 good location and service but rooms needs refurbishment
As mentioned in my feedback form left with the front-desk, the service given by staff and especially those at the executive club floor was very good. However, I was very disappointed with the level of cleanliness of the room upon check-in. This is despite one of your staff responding to my email to ensure that my upgraded room to the executive floor would be a good one. You can see the layer of dust on the table, lamp etc, in crevices of the cabinet which needs fixing (cabinet door was loose/slanted). This gives me the impression that customer's feedback/requests are not taken seriously at all, and that the rooms have not been inspected to meet the expectations required for a 5 star hotel. The heavenly bed did not meet expectations either as the thick pillows doesn't seem to fit well with the soft bed.
January 6, 2013
Rated 5 out of 5 by Victor Fantastic hospitality & great service!
When I arrived at Westin in KL, I was met with a huge crowd of guests checking in/out; even the SPG Gold counter had 3 guests.
While waiting in line, I was greeted by Puvan (Manager on Duty) and he offered to help me with my check in.
I was pleasantly surprised with the gesture and to top it all up, I was given an upgrade to a suite!
Puvan actually turned what could have been a bad experience with check in for me to a outstanding one.
What more can I say but THANKS Puvan!
December 3, 2011
Rated 3 out of 5 Improvements needed!
- Friendly staff at front desk
- Clean room
- Very comfortable bed
- SPG Recognition
- Directions from car park to lobby misleading. Resulting in us using the staff elevator.
- No clear directions from front desk (place to verify parking ticket) to car park.
- No noise insulation in room, can clearly hear doors banging and people walking on hallway.
- Housekeeping staff to be aware of guest duration of stay and to improve on command of English.
June 26, 2013
Rated 1 out of 5 by damianaustralia In desperate need of renovation
I have just completed my 5th stay the Westin Kuala Lumpur, as a loyal guest always staying at the Westin in KL, to my dissapointment this will be my last stay. The property is in need of desperate attention i most certainly believe that nothing has been done to the property since my first stay in 2005, the wall paper in the room was ripped the carpet dirty and the bathrrom very old, not what i would expect from a 5 star property and definitely not a Starwood Property
May 1, 2014
Rated 4 out of 5 by jll888 Nice Hotel with Great Location
The hotel was surrounded by the famous shopping mall. The Pavillion is just opposite the hotel which is very convenient. Down side is the street is famous with traffic jam. So if you travel here by car, be prepare to spend some time in the car. The Bukit Bintang Monorail station is 500m away. Would suggest to take the monorail if you want to avoid the traffic.
We have been upgraded to Suite Room obtain from SPG Platinum Member benefit.
September 8, 2012
Rated 5 out of 5 by joey Excellent service and great location
Excellent Platinum recognition with room upgrades and lounge access. Service by all staff outstanding (checkin, doorman, lounge service, cleaning staff). Only thing I would suggest is that charges for local calls be waived (or included in the room charge / part of preferred rate) or a one-time charge versus a per minute charge. I had some meetings in my hotel and charges for dialing a local number seemed to cheapen the experience.
March 2, 2013
Rated 5 out of 5 by Alseeni Great hotel in KL
This year during my travel to KL I did stay 3 times in this hotel and every time I visit the hotel I feel I need to come back again. The family enjoyed the staying and service provided.. The supervisor for the staff of the restaurant where I took my breakfast his name is Mohammed one of the hotel great staff who know very well how to serve all guest in very warm and professional way he is really an asset to the hotel.
October 10, 2013
Rated 2 out of 5 by Eddie Concierge failed me
Concierge told me that the taxi I booked could get me inside the F1 circuit car park and hence, I paid a premium for the service. When I was going to board the taxi on the actual day, I was told that the taxi in fact can only drop me off outside the circuit. Duty manager was unable to do anything. Wanted the GM to call me on Mon but he never did. Totally disappointing and a terrible experience.
March 25, 2013
Rated 5 out of 5 by KelvinT Late-shift Front Staffs May Need More Rest
The staffs here, especially those at Executive Club Lounge, are excellent. Except one front staff I met on Monday morning (around 1:00 AM). The key card was good for elevator but could not open room door so I went all the way down to ground floor. He asked for verification, which is normal, but I gave wrong birthdate. He still let me through but looked super annoyed. Perhaps need more rest? :)
May 14, 2013
Rated 5 out of 5 by Happy The executive club was excellent
The suite we had was awesome and the gentleman who checked us in on the executive floor on the night we arrived at 9.30pm was extremely help and made us feel at home. Wish I could remember is name he was extremly helpful every time to saw him. All the staff were very friendly however he went the extra mile. Prego restuarant was excellent and the food was awesome especially the salted sea bass.
January 20, 2012
Rated 5 out of 5 Excellent Service
Service at the Westin KL is always top notch and there's always a ready smile by everyone which makes you feel so welcome. I love the rooms, the amenities and THE BED! THE BED is not called Heavenly for nothing.
We always look forward to the breakfast spread and this time, we had ours at the Executive Club Lounge. As always, service is top notch and you don't have to wait long to have your coffee served. I have no complaints about the variety and quality of the breakfast buffet spread but if I have to nitpick, we wished that the hot items could have been served warmer. Gravies for the noodles were cold and made it less appetising. Similarly, the hashbrowns and sausages were cold even when kept in the server. The smoked salmon, yoghurts and fruits in the fridge were not replenished for guests even though it was nowhere near 10.30 am.
Other than that, keep it up Westin KL! We will definitely be back!
June 21, 2012
Rated 3 out of 5 by bayou Not Good
6mths since we stayed here in Residences. This time stayed in Main Hotel.
1. CLUB LOUNGE food selection poor, items not topped up, although B/fast had plenty of time left and same in the evening cockktails.
Some Staff had problems understanding their guests need i.e. understanding English. Main problems from female Staff, seemed to be new. More Training needed for a 5* Hotel. Very disappointed this time. Coffee orders took ages, got our own.
2. ROOM. Old, needs a renovation. clean except for shower cubicle black mould on tiles.
3. The Heavenly Bed is far from Heavenly, too much bedding totally unnecessary, and the pillows are uncomfortable.
February 4, 2014
Rated 5 out of 5 by momo18 Excellent service and great facilities
The hotel staff was very helpful and attentive. The facilities are beautiful. Overall a great experience.
The executive floor staff is one of the best I´ve encountered, however I would prefer the club to have a better view, as it is located on a 3rd floor, the view is not spectacular.
The rooms are great and the fitness club and the dressing place is amazing.
July 18, 2013
Rated 2 out of 5 by Bilbo50 Dishonesty at Check in
Wehn checking in on a reserved room, I was told they were full and only had a smoking floor available and no king beds. When I went to the room I logged on the the SPG site and it showed availablity. As a platinum member I was amazed at this as I should have rec'd best room available. I then call the hotel and asked for what I wanted and made then move my bags.
July 12, 2012
Rated 4 out of 5 by Mike Class, Comfort and Convenience
Internationally renowned Starwood Standards. Great ambiance, Modern Deco, swift and precise check in and check out experience. Rooms are great and well equipped. The most comfortable bed to crash in . Fascinating was the understanding of a flat screen TV. Most of them have terrible sound but this was great. Will definitely stay in this hotel again.
July 15, 2013
Rated 5 out of 5 by edison0619 I Love Westin!
Been staying at this hotel every time i visit KL. This round I took the Exclusive Club upgrade for the first time. Oh yeah, it was totally worth it. Love the view and the setting and everything provided inside the club. The VIEW is AWESOME. I can stay inside the club all day long if i have the time. Also the early evening cocktail is super delicious and very generous! It feels like home to me. Haha! Thanks for the awesome experience.
April 29, 2014
Rated 1 out of 5 by hithere A lesson in complacency
This hotel has a great location. Step out of the hotel - and it's a shoppers paradise.
This is the second time I've stayed at this hotel in the last 6 weeks.
Most other SPG branded hotels I've stayed in, you can find:
a) consistent quality of room with regards to comfort
b) consistent quality of room with regards to cleanliness
That's whyI choose to stay at them whenever I travel.
Sadly, when I checked into the Westin (from the lounge level - a Platinum benefit) .. that was it. That was my highlight.
The room - in & of itself - rusty/exposed hinges in the toilet, musty smell, and towels which looked like they'd been used, and housekeeping did not attempt to have it washed.
I used the other facilities:
a) breakfast at the lounge - the current chef is a good choice. A lot more proactive in taking order than the previous chef
b) gym - as expected.
Westin KL - please do not rest on your laurels in terms of your location. I'm sure you can do better.
April 2, 2012
Rated 5 out of 5 by Hallie Helpful Staff
Front desk was precise in giving useful information re F&B and Entertainment establishments close to the hotel.
May 6, 2014
Rated 5 out of 5 by Business2012 Service was great and to the point
I wish there is enough space & time to write everything I want to say, but thank you Westin, for providing us perfect atmospheric condition for a much needed tranquility after a stressful day. Westin offers a sense of privacy and quiet; no matter how stressful your day is and the frenetic traffic scene may be, once you turn the corner into the hotel, it's like being in a sleepy village square. Relaxation ensues. The beds were extremely comfortable and the amenities were right on target. That allowed us to catch up on our sleep and get acclimated to the time difference. We loved the rooms and felt we got a great value.
We had breakfast which was faultless. The food was good & the abundance options was an icing on the cake. Service was great and to the point.
We had a glorious stay here; One of our best ever. The hotel seems to have turned the service up a notch. I have zero complaints.
Beautiful hotel! Awesome staff, clean and classy.
Thanks Westin. We'll be back next year
May 5, 2012
Rated 5 out of 5 by Brother5 Hotel Of High Standard
Staff courteous, obliging & accommodating. Top location for shopping & international restaurants. I will continue to choose the KL Westin over other 5 star hotels.
May 5, 2014
Rated 5 out of 5 by shane61 Gret Location
We recently spent 3 nights at the Westin after a holiday in Langkawi. This is a quality hotel in a great location with excellent facilities. On arrival we were upgraded to Tower View rooms(spectacular at night) and soon availed ourselves of the excellent pool and gym facilities and a refreshing drink at the Splash Bar. The hotel is situated across from the Pavillion shopping centre with its myriad of shopping and eating options and is in easy walking distance (via undercover air-conditioned walkway) to the Petronas Towers and Suria Shopping centre. We ate at both Prego's and The Living Room and found the meals excellent and the staff eager to assist in catering for our son's gluten intolerance needs. The highlight however is the breakfast buffet which in my opinion is the best I have ever seen. Both the quality and variety need to be seen to be believed and it was lovely to see a barista making coffees as required. Overall I would have no reservations in recommending the Westin to travellers to KL
October 5, 2012
Rated 5 out of 5 by TranceGemini simply the best, forget the rest
Very strategic location, for business, shopping & nightlife. room at higher floor (30+ and above) is very quiet with the best view doesn't matter if facing city or twin towers...beds are ok, loved the bath amenities & Heavenly towel, Prego restaurant is nice & reasonably priced for a top end hotel, enjoyed the ambiance at Qba..perfect hangout spot if feeling too lazy to walk down to Changkat to party, save the energy for next day work/shopping...you can never go wrong with the Westin KL, it has everything covered! i'm already missing the place now & cant wait to be back this weekend!
April 3, 2014
Rated 5 out of 5 by AK2726 Pleasant Stay
This is our second stay in Westin KL and we truly love it. We choose to upgrade our room to executive club room for a nominal fee.
The front office staff is very friendly and helpful – she escorted us to the 3rd floor where the Westin Executive Club is located to proceed with our check in. The check in process was fast and prompt.
Rooms are spacious, and though it looks a bit aged, it is well maintained and well equipped. The Westin Heavenly Bed is excellent – we had a good sleep on it.
The evening cocktail at Westin Executive Club offers quite a wide spread of finger food and there is a live cooking station as well. The club lounge is spacious and it is a nice place to chill out and relax. Staffs are very attentive and friendly. Service is fast and prompt - beverages are served within a couple of minutes though there a quite a huge number of guests.
Location is also a plus point – there are a few shopping complex within walking distance from the hotel.
Overall, it is a pleasant stay at the Westin Kuala Lumpur.
August 2, 2013
Rated 5 out of 5 by Acutenurse Pleasure has many names.
Breakfast was great.
Dinner at prego is a must, have a booking on Saturday night or not table.
Across the road from main shopping centre, KL pavilion is a bonus.+++
Check in / check out very smooth.
Booked a non smoking floor and still had smoke in room, not happy.
October 26, 2012
Rated 5 out of 5 by Dural Outstanding location
This was our second stay at Westin KL over a 12 month period. In both instances we were extremely pleased with the standard of facilities and the "can do"attitude of most of the staff. There was only 1 instance where my request for strings from the Night Concierce to tie up a parcel was met with a "we do not have strings". Next morning, I asked the same question of the Day Concierce and "Yes" we have strings for your parcel. Difference between Night and Day!!!! Other than this all of the staff was fantastic.
The breakfast room is something not to miss. It was an excursion through the different cuisines of Malaysia. The beef bacon should not be missed, or the local tropical fruits. Love the jackfruit and the fresh jusices from the bar.
But the location of the hotel is definitely hard to beat. The Pavilion Shopping Centre, across the road, now has an air-conditioned covered walkway to KLCC. A 10 minutes walk in comfort connecting the two premier shopping centres of KL. My wife simply loved the option of shopping at KLCC.
February 17, 2012
Rated 4 out of 5 by Jaime2 Overzealous service
I very much like this hotel and use it often, but almost every time it seems at breakfast the servers are too anxious to clear the plates. I was only half finished and got up to get more juice and when I got back my table was cleaned. They should ask first.
July 21, 2013
Rated 2 out of 5 by Aaron Uncomfortable Stay
The room and hotel facilities were unsatisfactory. The bed and pillow were too soft. The room air-conditioning was not cold enough. The swimming pool area needs much improvement for a 5 star hotel. The only plus point was the location of the hotel.
May 20, 2013
Rated 1 out of 5 by Danielle78 Unsatisfactory stay
I fill out a review card on my departure regarding my stay with the Western Hotel KL.
The fact I havent heard from the manager regarding my complete simply indicates the lack of care the hotel gives to clients.
I wait for your reply
November 1, 2012
Rated 5 out of 5 by ysodeh This hotel is fantastic
The Westin Kuala Lumpur hotel is one of best hotel I experienced. The staff are very friendly and helpful. The service is professional and great and of course, the location is premium, right at the heart of shopping and dining area
October 22, 2011
Rated 2 out of 5 by Familyman This hotel has no spa
This hotel have no spa and small swimming pool. The great location is centre of Bukit Bintang but traffic jam if use taxi. Just walk around for shopping and great local food.
The room is very comfort with nice bed.
January 23, 2013