Mandarin Oriental, Kuala Lumpur

Our stay at the Mandarin Oriental Kuala Lumpur was, in many ways, exceptional. From the moment we arrived to the moment we departed, the staff were outstanding. Nothing was ever too much trouble, and the warmth and professionalism shown throughout the hotel truly reflects the brand’s reputation. A special mention to the Club Lounge team who were consistently welcoming and attentive — they made us feel genuinely valued each time we visited. The pool staff were nothing short of magnificent. They anticipated our needs effortlessly, were always friendly, and ensured we never wanted for anything. It was such a relaxing and seamless experience by the pool thanks to their attentiveness. Our room was gorgeous, beautifully presented and very well maintained. Housekeeping was impeccable and consistently “on point,” which we greatly appreciated. There were, however, a couple of areas that fell short of expectations. We booked the Chinese New Year special package, which advertised “Bespoke Chinese New Year-themed in-room amenities, thoughtfully prepared to delight.” In reality, this consisted of a box of four chocolates — which we needed to request. Unfortunately, this did not align with the description provided and felt underwhelming compared to how it was marketed. A more significant concern was the handling of our account charges. While the hotel was holding approximately $800 on our credit card for incidentals, an additional $600+ was deducted without any prior communication due to in-house spending. While we understand and accept the charges themselves, the lack of communication was disappointing. This feedback was raised with the night manager, who advised a copy of the bill would be sent to our room for review — however, this did not occur. Upon checkout, a manager approached us and apologised, which was appreciated. However, resolving or communicating issues at the time they occur — rather than two days later at departure — would have been far more appropriate and aligned with the otherwise high level of service demonstrated throughout the stay. Overall, the service and hospitality were excellent, but clearer communication and better alignment between marketing and delivery would elevate the experience to truly flawless.

Nice staff, nice service, nice location. Rooms are very clean but need now a touch up as they start to be a bit old. Gluten free options for breakfast should be improved and better managed by creating a gluten free section to mane celiac guest feel safer. Pool and pool bar at night are very relaxing and cool

This is the first time that we have stayed at a Mandarin Oriental, and it was a very good experience. Our room was spacious, well appointed and had a lovely view over the park, and servicing of the room was particularly excellent and diligent. Staff generally were well trained, friendly and helpful. We particularly enjoyed sitting in the lounge area in the afternoon for a cup of tea, listening to the pianist; again, staff in this part of the hotel were very professional but friendly and helpful. Breakfast was good, although on the first day we arrived a little late in the morning and it was rather chaotic, with some food stations being a little low on provisions. Other days were fine, and there’s certainly a good range of choices, although gluten-free options were very limited indeed. There’s a really excellent, well appointed gym, and I also enjoyed having an excellent pedicure and manicure in the spa…the staff there are fantastic! The pool area was a little uninviting for my taste, but plenty of people were using it. Overall, an excellent hotel with great facilities and a perfect location for exploring central KL.

Our third visit here and it didn't disappoint! We stayed on the club level once again and really enjoyed it. From the great check in being served with afternoon tea to the personal send off as we left it was wonderful, the great spacious rooms yes bathroom is a bit dated but we hear there is a refurbishment planned, the staff make this hotel a joy to visit,the food in the club is lovely yes breakfast is less choice as downstairs but that's to be expected but the choice and quality were fine for us,evening food also good choices, we enjoyed the pool area looked after by suleiman very nice man although a rail to get into pool would be beneficial due to my aged knees! Lots of staff to mention apologies for spelling Sarah,made hai,razman,Zaire kept us entertained on our departure and special mention to suween they all looked after us and others we didn't get names they made our visit special aswell as acknowledgement of our anniversary with flowers, cake and a card,we are already planning our return

The hotel is in a great location next to the Petronas Towers and KLCC park with the evening light and water show. Without a doubt Mohana in the Executive Lounge made our experience memorable. Two of the other staff, Yic Sen and a young man with glasses and an Indian name (sorry forgot your name) were proactive and engaging. While not serving champagne now, sparkling wine is available which is a bit of a shame. To date it has been the only lounge we have visited where you could have a ‘proper’ evening meal which is a good option. The door staff were helpful, particularly with Grab, helping us set it up as it was different to Singapore, and finding the correct locations for booking the places we wanted to visit. On the downside our room air con was very noisy. We did not raise this at the time as we only realised this when we moved to our next hotel. We visited the Mandarin Grill and ordered Wagyu steaks. They were very oily and one was left practically untouched. We managed to find some to gift it to!