The Ritz-Carlton, Kuala Lumpur

For over two decades, The Ritz in Kuala Lumpur has held a special place in our family's traditions, serving as our cherished home away from home during the annual Christmas holidays. Our loyalty, spanning an impressive twenty-three consecutive years, speaks volumes about the consistently impeccable experiences we've grown accustomed to. It is precisely because of this long-standing history of unwavering satisfaction that our recent visit in December 2025 proved to be so unexpectedly disheartening. While The Ritz undeniably retains its inherent charm and a foundational level of good service, we observed a noticeable decline from the truly exceptional standards we’ve come to expect. What was once described as flawless service now feels merely satisfactory, a subtle but significant shift that was punctuated by several deeply concerning incidents during our stay. The most immediate and disturbing issue arose on our very first night. Upon retiring, we discovered that our bedsheets were not merely soiled, but distinctly malodorous, suggesting they had not been changed from a previous guest. The unpleasant reality of lying on uncleaned linen was quite frankly, agonizing. Given the late hour, well past midnight, we reluctantly realized that requesting an immediate change would be an unreasonable imposition. Consequently, we were compelled to endure an incredibly uncomfortable and unhygienic night's sleep. The following morning, I promptly contacted the front desk, and while the sheets were replaced, the experience of having to sleep on used bedding on arrival was a truly unpleasant introduction to our stay. A subsequent incident further underscored a lapse in your usual meticulous attention to detail. When I requested a teapot for our room, the item delivered was visibly dirty, stained, and sticky to the touch. Similarly, one of the accompanying cups was also unacceptably grimy. While I appreciate having the facility for hot beverages, finding it necessary to meticulously boil water and sterilize all provided utensils ourselves each evening for our peace of mind was an unexpected and considerable inconvenience, detracting significantly from the relaxation we seek during our vacation. Such fundamental oversights concerning cleanliness are particularly jarring for a establishment of The Ritz's esteemed caliber. Regrettably, these significant "hiccups" have profoundly impacted our perception. As dedicated patrons for so many years, it saddens me to state that, based on this recent experience, I am unable to offer the five-star endorsement we have so readily given in the past. It is my sincere hope that The Ritz will undertake a thorough review of its housekeeping and room service protocols, implementing more stringent quality control checks to ensure all bedding is demonstrably fresh for every new arrival and that all in-room and delivered amenities consistently meet the highest standards of hygiene and presentation. Amidst these disappointments, I must take this opportunity to commend the outstanding performance of three particular employees at your breakfast restaurant. Tarikul, Joyce T and another gentleman whose name I did not catch, but I was able to take their individual photos. While I regret not noting one of names, their exceptional professionalism, warmth, and proactive assistance significantly enhanced our dining experiences each morning. They truly embody the spirit of excellent hospitality that The Ritz is renowned for, and their efforts were a highlight during an otherwise challenging stay. We truly hope that our next visit will reflect the return to the exemplary standards we have cherished for over two decades, allowing us to once again wholeheartedly recommend The Ritz without reservation.

Stayed here over the Chinese New Year period. The hotel was very busy with a full house. Despite that, the staff always had a ready smile and was very patient and polite. The service shone through and I would like to commend the staff for their service and hospitality despite running a very full hotel!

It’s a beautiful hotel lovely executive lounge only down side was the pool - both were freezing - I was hoping to spend time relaxing by the pool but no joy - also the upper pool was always full so could not sit out

Lovely! They upgraded us to a suite with 4 bathrooms, special welcome sweets. The Asian restaurant in the hotel is great. Can’t go wrong with this hotel. Concierge was extremely helpful in addressing questions.

My recent stay there was outstanding. The entire leadership are very professional and welcoming and treat returning guests like family. They definitely know how to take care of their Platinum guests. The rooms are wonderful and clean. Turndown service per management is upon request for all room types. Definitely a great value at the property and the location is very conveniently located right up the street with a lot of fine dining and boutique shops. The demographic especially in their club lounge is a very mature professional demographic including on weekends. They are under the same ownership as the JW Marriott next door and upon request, guests can access the swimming pool of the JW Marriott. As far as noise levels, on the lower floors there at times can tend to have a lot of homeless people walking down street shouting as early as 4am. This is definitely a property I would return to.