Rated 1 out of 5 by socamate Avoid at all costs
Can depend on this Hotel and its staff to perfectly spoil your holiday. There were cockroaches in the "Italian" restaurant and our room was full of flies. Pictures are with me for evidence! The staff attitude was even worse- when pointed to the roaches- its normal and supposed to be! The club room staff were poorly trained and had no clue on any aspects of customer service. Left me and my partner feeling cheated!!
February 19, 2012
Rated 4 out of 5 by JNPY Good overall except food can be better
Everything was fine except for the food at The Living Room can be better or at least at the same standard as Prego which I also had the pleasure of trying.
The people at the front desk, lobby and conscierge were pleasant and helpful.
December 11, 2013
Rated 2 out of 5 by Daniel1111 Only CONS to stay at this hotel is location
This hotel has good location and room is very clean. Service for this hotel still required improvement.
December 12, 2013
Rated 3 out of 5 by JKS1 Unsatisfactory based on price of room
The room atmosphere appears to be well maintained (fantastic!).... however when you get into the nitty gritty of comfort in what I pay for is not there....
An example will be the Heavenly Bed - it appears to be a little worn out and i can feel the springs of the bed when i sit on the bed... As compared to my previous stay at Westin Shenzhen, the texture bed sheets used in Westin KL is alot more rougher and plastiqy...... i do not feel that it was the luxury kind that were being used as compared to the one in Shenzhen... I would expect it to have a plush kinda feeling but sadly i do not feel so.... pillows used were good. but the sheets do not feel good at all.
Further to note... the attitude of the staff who checked me in was horrible. HE did not even show me the direction to my room... which caused me to run around the hotel lobby look for the correct lift is that what you call SPG special treatment ??? I was rather disappointed with how i was treated.
December 2, 2013
Rated 5 out of 5 by TheLotus Exceptional great hospitality at Westin Kuala Lumpur
It started off at a great tele-communicator, patiently suggesting the desire room type for us, promptly n politely, far better then any other hotel's communicator I've ever encountered.
The city view from the room was a truly delightful scene for the kids.. n the pool was extremely nice, different depth levels for kids enjoyment, n with friendly crews..
At The Living Room, buffet breakfast, surprisingly a wide spread of delicacies served, with a very friendly manager really chat with us there.. even the chef would serves hot delicious French toast right from the oven to us, n constantly being served by the friendly waiters there.. never experienced these in any other 5 stars n 6 stars hotel at KL before. We love especially the salad, the grille n the dessert!
Room make-up crews were good, polite n friendly too..making our needs met.
Was truly a nice wonderful stay..however was really regretted that, only at our checking out, did we find out that there's a '2 nights stay for 1 night free' promotion using Mastercard.... we weren't informed about that upon checking in, or we would've used Mastercard rather then Visa.
Looking forward to our next visit to KL, staying at The Westin again. Thank you for the great hospitality, n best wishes to all at The Westin Kuala Lumpur.
December 12, 2013
Rated 5 out of 5 by LRFletch Exceeded expectations
I have stayed many of the SPG properties and this is one of the best so far. The hotel and waitstaff were exceptional and the food was some of the best I've had.
December 8, 2013
Rated 4 out of 5 by Apecalvin Almost always an excellent experience!
The Westin KL definitely lives up to what I have come to expect from a Westin. I have stayed here numerous times, and except for the occasional lapse of service standards, perhaps my only criticism of the Westin KL would be that quite often, it runs out of suites for Platinum guests. That said, its regular rooms are very nice and cosy, and the Heavenly Bed is well, simply heavenly.
For some time now, I have wanted to compliment Odie from the Executive Lounge for always going out of his way to please. Also, special thanks to Jade from Reception, and Syed from the Executive Lounge.
January 11, 2012
Rated 4 out of 5 by 54fighting Recent June Stay
OVerall stay was pleasant. Heavenly beds are always great. My room 1912 temparature was very warm. Turning the aircon to full fan and coldest setting did not help. This did not help my trying to get early rest at night.
Also, housekeeping on the first day left behind a wet small towel - which was probably used to wipe down the shelves and what not. Houskeeping also did not clear out the coffee powder which was used to make coffee in the strainer pot on the first day.
Parking remains a pain and should be complimentary to guests who drive; rather than being charged RM8 per day. I parked there for 2.5 days and noticed that the car park was empty most of the time.
Front desk staff remains friendly and efficient.
June 24, 2013
Rated 4 out of 5 by rabz100 Excellent breakfast
The hotel was in a good location, but I would like to add that for a 5 star hotel the service was pretty poor. We received an email indicating that our room will be ready at 3pm and while at check in the room was not ready until 4pm. You had to wait around before you can check in, and in addition I purchased the club/ executive privileges and still had to wait. The service overall was poor, you had to wait 30 minutes for a cup of coffee. You had to remind the staff. This was my first time experience at the Westin, I have previously stayed in Kuala Lumpar at other 5 star hotels in this area and by far this was probably the worse customer experience. On the other hand the Westin had pretty much the best breakfast.
July 15, 2012
Rated 3 out of 5 by Joseph1964 Home again!
Home again, as usual, the Executive Club staff made me feel like home again and consistently. However, there was a couple of shortfall that should be rectified.
1. The bathroom sink, the water pressure was low and out of position. The water tap was situated in a wrong position that washing hands became uncomfortable, pls try it. Many suites have this problem. Try 2307.
2. When I asked for 2 plates and 2 bowls, I was told that the hotel ran out of bowls. This must be joke! After 2-3 calls back-and-forth, finally they agreed to send 1 bowl for me. Then the hotel reception called again asking if everything was fine, of course I said that I only received 1 bowl. Then the reception asked if I needed more bowls. I found that a bit weird!!!
September 15, 2013
Rated 4 out of 5 by rawnerveSA Excellent hotel in the heart of KL
I always stay at the Westin when visiting Kuala Lumpur. Granted my visits are business-related (for which this hotel is ideally structured for) however I also believe it would be perfect for a vacation. The staff are very friendly and always willing to assist. My only tip for fellow travelers is to ask for a room facing the front of the hotel, as the hotel QBa bar music could be a bother for rooms facing the rear poolside. Unfortunately I did not receive any preferential treatment over my non-SPG colleagues who were with me. I will look to stay at this hotel again.
October 1, 2012
Rated 5 out of 5 by stargroep home from home
We are frequent travelers to Kuala Lumpur and checked in the Westin first time in May last year and since then we have stayed there 8 times and in total more the 75 nights. For us it is our home from home. Everything is possible here and nothing is a problem! The staff is extremely friendly, the business-lounge great and we are always given a great room.
November 16, 2013
Rated 3 out of 5 by Daipii Terrible Wifi connection
Overall stay was decent. Staff was very helpful throughout, and service of the staff was good. However, I needed constant wireless internet connection but the wifi kept disconnecting for all 3 night stays, dcsrupting my work. I travel throughout Asia on business trips and this was one of the worst experience I had with my wifi connection. Hotel like Westin, we expect more, not only on the level of staff, but on the technology aspect as well.
I would like to stress that hotel was very nice and other than the wifi issue, I had a pleasant stay.
July 2, 2012
Rated 5 out of 5 by simbadada Our favourite hotel in KL
For the past three or four years, my sister and I have made it a point to indulge in an annual Westin Weekend getaway in KL city. The hotel itself is in a great location being just across the street from such major shopping outlets as the Pavilion and offers some pretty great food in each of its awesome restaurants. This year we chose to have dinner at Five Sen5es and ordered the Peking Duck which was absolutely delicious - only we do wish the restaurant would serve half portions as a whole duck for two people was rather a lot (although we did do it justice!).
The best part though, was that everyone from the doorman to the valet and front desk executives remembered us which made it rather like a home-coming of sorts. Without a doubt, we'll be back again next year ...
September 3, 2013
Rated 5 out of 5 by Victor Excellent Service & Comfort
Nice to know that at least someone in Westin K.L. recognizes me when I stepped into the hotel.
Puvan – you are really the embodiment of excellent customer service and experience. I am thinking if I should only stay whenever you are on duty :)
After a mediocre experience during my last visit in June, my stay in Westin last week (5th Aug to 9th Aug) are fantastic.
It’s not about free upgrade nor free dining but about the experience and comfort that I received during the entire stay.
The personal touch does perk up my stay and the warm greetings in the morning and after the day was truly worth mentioning.
Thanks to everyone in Westin for making my stay out of the ordinary.
Thanks Puvan for listening and providing excellent customer experience.
August 14, 2012
Rated 4 out of 5 by TravelkingNB Good, but could be better
I had a good stay at the Westin Kuala Lumpur this past weekend. The rooms were nice and the executive lounge and gym were definitely up to Westin Standards. The only thing I would say is that I was disappointed by the Bathroom especially the Shower. The shower never maintained a consistent temperature and was either scalding hot or cold. For a quality hotel like the Westin especially with it being next to the other nice properties, I definitely felt that the staff/engineering could do better by checking rooms that Starwood Platinum members get because we stay at hotels a lot and tend to judge them based on certain things. Overall, I had a good stay but I’ve stayed at other properties in KL and felt that they had nicer hotel amenities and me being a frequent traveler and having platinum status at Starwood and other chains, I expect the same or better amenities from SPG properties as I prefer them generally over other chains but in this case it’s the other way round and I prefer other properties in the general Bukit Bintang area.
Anyway, thought I would highlight this to you guys as I am very fond of the SPG brand but expect you guys do a little more due diligence in the future.
November 25, 2013
Rated 4 out of 5 by Rayman House Keeping
One of the house keeping guys is not really paying attention. He left the cleaning Trolley outside between my room and room 2104 when there is alot of space in the hall area.
I thought it was ok when I left my room for breakfast but 1 hour plus i came back it is still the same. I do not know what is his reason when I realized that he is cleaning rooms on the other side of the hall.
Just thought the management should know about this as the trolley was blocking my next room 2104 door and it was almost half blocking my room door too.
May 12, 2013
Rated 4 out of 5 by nova Overall experience
Hotel was great but there were some shortcomings which i believe can be improved to make it an exceptional place to stay in. Air-conditioning in the room was not that great even when it was turned to the minimal temperature. Stayed there during the weekend and wanted to have lunch in one of the restaurants but to my dismay, there was no a-la-carte orders allowed as they were only catered to served the buffet crowd. Buffet was ongoing at 2 of the main restaurants during lunch time. Had to make my way to the hotel beside for lunch.
October 10, 2012
Rated 3 out of 5 by Yeoching5761 Cigarette Smell
We had a pleasant stay and the Room was clean as expected. Staffs were cordial however, I felt that this could be made better if:
1) since we stayed on 28th SPG Non-Smoking Floor and more effort to ensure this is adhered to. We could smell along the corridor n saw a stubbed ciggy at the Lift Bin
2) complimentary Internet is something that even a Budget Hotel would provide. I can't understand why it is made payable at $45. This is an area that the Hotel must seriously offer to stay competitive.
September 9, 2013
Rated 4 out of 5 by Monster12 Comfortable Warm Hotel Stay
I like the warmth shared by the staff during meal times as well as the reception who will address you by name when they picked up the phone when I call from the hotel room. This personal touch was impressive.
The clearing of dirty plates was also fast. However, my teapot was also cleared when I returned to the table after going for my second helping. And there was also the occasional reminders required of my preferred tea during morning breakfast when the first instance didn't suffice.
But on the whole, it was pleasant and nice.
November 14, 2012
Rated 3 out of 5 by Norbert12345 Rude staff
The hotel and the facilities are right.
But the staff need to really listen to guest instead doing the obligatory smile and turning away right after answering.
Please learn how to serve the client from Sheraton sukhumvit Bangkok.
November 14, 2013
Rated 4 out of 5 by Aira Good Location but lounge was not good as expected
I read many good comments about the Club lounge, so I booked and stayed in Executive floor. It was not good as I expected. There are variety of alcohol drinks but for those who does not drink alcohol, you will have just pop soda, coffee and couple choices of fruit juice. Not much variety of food for breakfast. (Though there was good breakfast at "The Living Room" dining, too long line queue-up in the morning during New Year Seasons)
Location of hotel is good, just across Pavillion mall. You can also walk to the Twins Tower.
January 2, 2013
Rated 3 out of 5 by sofien15 Lovely Staff with Improvements Needed
This being my 5th time at the Westin KL, I have to say from this stay, the hotel needs a few improvements to be done.
But just let me say the staff, such as Said from the Executive Lounge is a great asset to the company. He has so much passion and care for the guests. My friends and family were really impressed by his knowledge of the city and his commitment to the job that we noticed every time we were there. The front desk staff also were never short on smiles whenever we passed by or inquired about anything.
However, in the restaurant my perception of Westin KL staff changed a little. Although a few staff such as Han in the bakery was always so polite and cheerful. Han remembered my preferences for the two days that I met him and always wanted to ask on the guest's well being. A few staff in the restaurant needs to give a more pleasant expression while on the job, being it an open concept guests not only can observe how the staff works but also how they behave. I do understand it being a tough job in the industry. The restaurant manager needs to pay more attention to the surroundings and the staff. Instead he was busy spending a bit too much time on every table telling his life story. We do appreciate his friendliness but there is a saying overstaying your welcome. I felt the manager became a too chatty amongst the guests and it did not give us a peace of mind to enjoy the breakfast on our own.
Other than the beds being as comfortable as always, there were slight maintenance and houskeeping issues. The light bulbs above the television set were not replaced despite being fused during my 4 day stay there. The dusting needs to be improved, especially where there is a specific hanger to hang clothes on. The marble flooring in the bathroom needed to be polished as we could see a few dark marks on it.
Also please work on the laundry timings because it was simply over promised. I do understand if more time was needed for complimentary pressing, but having to call Service Express 4 times asking for it after 2 hours is a bit too much. The lady on the other line should also be more discreet with her comments to her colleagues as guests are still on the line and could hear her clearly.
It is quite sad having a few short falls in one stay. The past few stays, the stay was almost perfect. I would definitely return to Westin KL again due to your staff being polite and delivering excellent service as always and also due to your strategic location.
December 3, 2013
Rated 5 out of 5 by Hendraind very delightful visit
The hotel exudes the relaxing ambience but two things that I would like to bring to the attention:
1. being approached by pimp for girls while at Q bar, and quite a lot of young ladies sitting at the lobby lounges awaiting for customers
2.the phone answering service associated should speak slower instead of 'thank you for calling westin KL and may I connect your call ' all in 3 seconds, and before proceeding to further enquiry, it's already' let me connect your call and thank you for calling westin' in a bullet train style.
October 31, 2011
Rated 2 out of 5 by NoViews Paid for 'twin towers' view but could only see one tower
Disappointed with the stay - paid for twin towers view but could only see one tower. Checked in at midnight for 2 rooms and requested for later checkout and hotel could only offer 1 room at 2pm with the other at 12pm strictly.
Also, on arrival at the hotel, while there were several staff standing around in the lobby, none offered help with the door or the bags. We had to carry our own bags to the room. Pretty much the worst stay of my trip having experienced 5 different hotels in the 2 weeks holiday.
August 19, 2013
Rated 5 out of 5 by moree48 Great place in KL
We upgraded to a Club Room and it was worth every dollar. The lounge was great. Evening cocktails delicous, breakfast plentiful. we were able to enjoy our breakfast as the dining room was peaceful and sunny. The staff in the Lounge very welcoming, especially Raj and Zani. The rooms were very large. The hotel is positioned in a central location not too far from many shopping malls.
October 27, 2013
Rated 3 out of 5 by Weekender Longest wait for check in
I was with my in laws at Westin KL on 27 Jan. To cut the story short, we were only checked in to our room (two rooms) at 1800pm although we arrived at 1500pm. The reason by the hotel was that we requested for a connecting room, of which, I have informed a week ago and a day earlier to confirm the availability.
Although the duty manager (Jeremy) had tried his best to fix the problem, including complimentary breakfast for me and my guests the following day, I have to say that the damage had been done to our weekend getaway and the hotel's reputation.
It was a disappointment to have such experience especially in the hotel of such rating. The duty manager tried his best to solve the problem but this is a team effort that needs improvements, especially the housekeeping staffs.
January 30, 2012
Rated 3 out of 5 by intllawguy Not the best experience
Sprinkler broke and poured water into our mtg room, we were then told no alternative room, later got one, crowded lobby and difficult to get staff assistance. Practically had argument over final bill where front desk clerk insisted she was correct and only after consulting two other individuals was able to locate that certain charges were in fact included in my rate. Perhaps an unfair comparison, but having just left the Regis Beijing simply made the shortfalls appear even worse after that wonderful experience
November 6, 2012
Rated 4 out of 5 by ARR0143 Staff showed good intiative
You may want to consider a simple defects identification form for guests to use should they encounter minor defects in the room...eg, we were in Rm 1910 and the tap at the wash basin was loose and the adjustable shower unit could not be "secured" into the desired position.
The staff at Prego was very accommodating to request - we wanted oysters as starters for Sun evening dinner and when we asked the restaurant manager as to whether it would be available he came back and confirmed that it'll be available.
April 2, 2013
Rated 4 out of 5 by KL2012 Good location
this hotel is in a good location to the shopping and eating belt of Bkt Bintang. It just opened a new lounge, which is much better, more spacious and relax. However with only one bar counter, guests on the other end tends to be neglected. I had to walk a few time to get drinks by myself. The food and snacks can be improved. Others have light snacks throughout the day and the after work light meals can be extended to 8.30 pm cos the traffic jam in KL is bad and geeting back by 7.30pm can be a challenge.
May 21, 2012