Rated 3 out of 5 by Unhappy Good Location But no need to upgrade to Club Executive
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 2rd 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.
January 27, 2013
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 4 out of 5 by kelawai Convenient Location
I always stayed at Westin when visiting KL. The hotel has great hardware and software and very convenient location - across from pavilion, the best mall in the city. Only one minor issue this time. I was told at check-in that because of my Starwood memebership status, I could select an item from a list of complimentary drinks/snacks. However, the selection of my choice was never delivered. It was really no big deal but I thought management should be aware that when you set the expectation up for your guest and don't deliver it could leave a bad impression. Regardless, Westin KL will still be my first choice when visiting the city.
March 23, 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 FCP77 Pleasant stay
Great employees at the entrance, reception, room, The Living Room, Concierge and Gym. Room was clean and well made up. Air-con wasn't functioning well, had 2 rooms(2202, 2203) both at 10 degrees and still feeling warm; had to do without quilt. Comfortable bed but would not describe it as heavenly. Buffet breakfast was good. The bakery section was impressive, would be good to have some cakes made available. The cakes were not labeled and kept in the chiller so I guess they were not part of the buffet. Swimming pool water was cold, even on a hot day and pool size a little small. Great gym and trainer. Rm Service was great too.
December 3, 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 5 out of 5 by muffin30 Heavenly Stay at Westin KL
The staff are well-trained, polite and courteous, especially Mr Diva Shankar who helped me with my check-in. The [Passion] on the staff name badge is a great idea because it creates a good conversation opener while I was waiting for my check-in. Other staff like the doorman and those who arrange our transport always greet us a big smile and that makes a difference to our day.
I am well rested throughout the night because of the Heavenly Bed and also sufficient bottles of water for the guest in the room.
Keep up the good work, Westin KL!
April 11, 2014
Rated 5 out of 5 by Babzy On Brand!
First I would like to thank the following ambassadors who went above and beyond:
Priya and Amanda at the front desk. All issues (minor as they were) were addressed immediately and with a smile
Ellyn and Pranon at The Living Room. Our breakfast experience was wonderful and the service was personal. Both are a pleasure to be around.
Johon and Siva at the concierge desk. A wealth of information and incredibly patient with us as we often bombarded them with questions.
Service express: Fabulous follow thru on whether we received our in-room dining order on time.
Suffice it to say, we enjoyed every minute of our stay, and The Westin is a place where "one belongs"
April 1, 2013
Rated 5 out of 5 by Cami34 This hotel is superb!
I really would like to compliment the staff in Westin for their service and their heavenly bed. Even though we reached the hotel earlier than expected, your staff made sure we are able to sit in the Executive Lounge for some light snacks. And the room was made readily soon after we had our lunch at your Chinese Restaurant Five Senses. I must also say the food in your restaurant was good! My family loved it! Though the air-conditioning was a little colder. From checking in to checking out, my family received really good service from the staff. The Westin Executive Lounge staff are also very attentive and friendly. I really think the Westin staff deserves a thumbs up! Good job!
December 3, 2013
Rated 2 out of 5 by AKGH not happy at all
it took me 2 hour to check in because the hotel it was a fully booked and im a gold member. the costumer serves was very slow and nt help full at all and very bad . and I was with my wife in a honeymoon and I ask for something to make my wife happy but nothing give and really the manger was also nt helpful at all .
im sorry for that I just say my stay was really bad in everything from the room to everything .
April 26, 2014
Rated 5 out of 5 by Noraishahmhdnr Warm feeling...
We had a wonderful time in KL...the hotel was just a walk away from Pavillion and other shopping stores. Everything was just perfect and we had fun shopping around BB area. The room was spacious for my little boy to run around. The amenities was good and sufficient for us. Breakfast spread was soo tempting but since we all woke up late and had breakfast late at around 10.50 so the spread was nearly finish. I had mushroom omelletes and olive bread. The bread was soo soft and i kept remembering it until now on how soft and yummy it was. Overall stay and service i'll give it 1st class.. would sure come again soon.
December 19, 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 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 3 out of 5 by Victor Would still recommend despite bad experience this trip
On the 1st night, I realized the air-con was very noisy and I reported to hotel the next day. When I got back the 2nd night, I got a message that the air-con has been fixed. But to my surprise, it was still noisy. As it was late and I was too tired, I endured the noise and went to bed.
On the 3rd day, I informed the hotel again but when I returned the 3rd night, the noise was still there. As I was back early, I called for the technician to drop by and have a look.
Waited for an hour before 2 technicians came over - what a waste of my time. Explained to them about the noise and they managed to fix it.
Finally a good night sleep.
Hope the air-con will not bother the next guest.
April 26, 2013
Rated 1 out of 5 by Masaomi FOR TOURISTS NOT BUSINESS!
The overall operations of this Hotel by both the managements & staffs are catered more towards tourists than business travellers! The concierge, receptions & duty manager lacks initiative & professionalism when handling business needs; even arranging courier service is a big problem for them etc. The concierge is only capable of only giving directions to holiday makers & nothing else! It seems their only responsibilities is just to "rent out the rooms". Any other requests are quickly ignored! LACKS PERSONAL TOUCH FOR BUSINESS TRAVELLERS! JUST A TOURIST CLASS HOTEL, NOTHING MORE!
February 24, 2014
Rated 4 out of 5 by Eberg89 Fantastic Time
The Westin Kuala Lumpur is very conveniently located!
Beautiful hotel with a fantastic Sunday Brunch! One not to be missed!
My room was very comfortable! I was allocated on the SPG floor!
I had mentioned in my reservation that it was my 25th Birthday and to my surprise my entire room was decorated with balloons! I was flabbergasted! To accompany the balloons a got a big bucket of fresh made Tiramisu and a Birthday card! Now that is special!
The service was great!
The cleanliness of the room was spot on!
I will definitely return to this hotel whenever I go back to Kuala Lumpur!
February 18, 2014
Rated 4 out of 5 by ryanschumi Great Amenities
*Great and very clean room credit to housekeeping.
*Phone assistant was very helpful. Told me exactly what channel and time to watch Epl soccer when I enquired.
*Staff was very courteous and always smiling.
There are few issues I have to highlight on the front counter though
*Parking charges rm8 though not much should be informed to me in advance during my check in. This is the first time I need to pay for parking.
*Nobody was waiting behind me, she seem to rush to check me in. Din even show me the proper way to go to my room. Another staff have to lead me the way. We went the wrong lift twice.
December 13, 2012
Rated 5 out of 5 by enoch I always look forward to the Westin
I have always looked forward to staying at the Westin, one of the main reasons is the Heavenly Bed which consistently lives up to its name. The food at both Five Senses and the Living Room is generally good, although improvement can still be made, but we understand it's difficult to make everything really good in a buffet setting. The only quibble if I had one was that the bathtub didn't seal well so the water kept draining out of the bath, and the same went for the bathroom sink, and the tap in the bathroom sink didn't seem like it was a good fit for the sink and the water would spray out of the sink if you washed your hands or anything else. Otherwise my stay was excellent as always.
November 20, 2012
Rated 4 out of 5 by AngelTng Great Hospitality Staffs
I had experience warm welcome from your staffs and when I had question on SPG member, he gladly assist me. After check-in, I believe there are guest checking in every 5-10mins but the staff make it a point to remember my room number.
But I discover some discrepancy on the room itself, strands of hairs can be found in the bathtub and there is a hole in the wall paper. Other than that. I received warm service from your staffs.
After we check out of the hotel, my mum realised that she left her jacket behind hence we check with your frontdesk staff and they immediate help to check on it.
August 23, 2012
Rated 4 out of 5 by Boon Love its location
Superb location at bukit bintang and pavilion mall across the road. There is a covered walkway linked from pavilion to klcc shopping mall which took us about 15 minutes. Lots of eateries and shops near westin. Spoilt for choice.
Upon arrival, warmly welcomed back by Zaly. Service at club lounge can be rated as excellent and attentive . Ambience at club lounge is lovely and peaceful. Good platinum recognition. Service in other department overall good as there was inconsistency in service delivery depending on whom we encounter.
Would stay here again should we return to kl
February 15, 2014
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 5 out of 5 by TranceGemini Everything else was superb, except for the burned pizza...
For this trip, i've booked a 4 nights stay in one of the premium room (if anyone was wondering yes it is basically same room layout with the normal deluxe/exec level room) due to non availability of deluxe room. Check in process was very quick, since i've stayed here 3 times in the duration of 1 month so they've recognized my face..lol. I've requested for SPG floor & it was quickly granted. I love it when i finally feel comfortable & safe, the familiarity, the scent, the service are still excellent...and the loyalty for returning definitely pays!
On 29/4 i've invited my colleagues staying at nearby hotel to have our dinner at Prego restaurant. I was glad they accepted the offer & ensure them that the pasta/pizza is still top notch, even though some of them have dined in here long time ago. Our pastas are good as usual, except for the salami pizza. the bottom part was burned and tasted bitter. we don't bother to ask for replacement though because everyone was full from their pastas...only informed the waiter that served us throughout our meal.
One of my Muslim colleague who used to frequently stayed here raised her concern about lacking of hand bidet in the room toilet, and she's not a fan of very dark public restrooms. That's why she didn't checked in here with me & stayed elsewhere in KL Sentral. Nevertheless she missed the large room & large bathroom setup, and of course THAT heavenly bed. Perhaps the management could consider upgrading the room toilet to install hand bidet in near future.
May 5, 2014
Rated 5 out of 5 by RJB127 An enjoyable stay.
When making a journey from so far away, (England) then it is essential that the welcome and the facilities are as good as they can be. On arrival at the hotel I was warmly greeted and made to feel relaxed and refreshed even though my room was not ready. I was hosted in the Executive Lounge until I could receive the room.
I was very impressed with the room and it allowed me to relax and enjoy the stay despite having an extensive business work load.
All of the staff throughout the hotel were exceptional and I am sure that this helped contribute to the success of my business trip.
January 27, 2014
Rated 4 out of 5 by esh3 Fantastic stay for the business traveller
Comprehensive attentive and patient service
April 28, 2014
Rated 5 out of 5 by LUKEUSA Executive Floor Service - Outstanding!
I really enjoyed my stay at the hotel. It was an outstanding stay.
Zalay, Aliza, and the nice lady at the coffee bar who appeared to be the supervisor with short hair all provided outstanding service (Trina?), simply outstanding they should definitely receive some positive feedback! If I had my reward cards I would have given them all one. They are gems of the hotel!
I will stay at this property again, however, it was one area lacking and that is around the SPG acknowledgement - only when I made it to the Executive Club w/ Zalay did I receive the acknowledgement.
Another point is with Jade at my intial check-in I realize it was late, but she never acknowledge my status as a SPG memeber or told me I have access to the Executive Club or where it was - maybe she needs those items pointed out — otherwise she was very nice.
April 3, 2014
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 5 out of 5 by LSD75 Food and room is value for money
Stay at the westin hotel on the 11-13/4/14 and it was a great holiday for me and my family. The food was great and this was the best food for room services i had ordered. The satay is the best and i think can beat haji samsuri popularity true i'm not kidding. Your staff are supportive and friendly. Thanks for the 6 star services.
April 14, 2014
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 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