The Ritz-Carlton, Kuala Lumpur

Sorry late submission but I had lost my notes and here we go. This was perhaps the best visit of a hotel we ever had, says my wife and I agree. As titanium we were admitted at a different part of the hotel which was kind of nice. Ok I'm gonna list a few employees that made our stay wonderful. At check in this is where we met Mr Musaddiq Bin Mazafar- this is perhaps one of best employees I have met at Marriott and I over 600 nites. This gentleman was kind, funny, generous and truly cared about all aspects of our stay! My goodness he was good!!! Always smiling and always greeting us every day, amazing. Also Mr Nay Tun another great employee always trying to feed us as we walked by, we chatted and again always smiling and caring. Mr Bahar Uddin also chatted and again smiling and wonderful. At breakfast Mr Thibanraj was helping us and he was great. And finally Mr Anvar, this guy made the best omelette I have ever tasted!!! Well done sir! Like I have written this was an awesome stay. The hotel is a little outdated- carpets worn but the service made up for that. We liked that it was a little out of the way but it is connected to the JW by a hallway so you can get to the mall and escape some of the humidity. We did get a nice upgrade and to a higher floor so we had a partial city view- it was nice, thanks Mr Muzafar. My kids loved the place. Of course we had lounge access. My suggestion to anybody going here get the lounge access and the 1/2 board or evening meal service. It's amazing. Also they had the daily afternoon tea and although I'm not big on that my wife thought it was the best thing ever and it was actually really good I must admit. The food at breakfast and the lounge was amazing. We found the selection, choice, preparation, presentation and flavour all wonderful. There are a couple of pools outside. They were small but nobody was there so it was just nice. Also we used the sauna and steam room. I would say this is a must try, it was nice as well. I actually really enjoyed the colonial type feel of the hotel, the ambiance the feeling of grand. Also above the lounge was a cigar room and a library which you don't see often and just added a nice touch to the place! Again super friendly staff. We will definitely return to visit again soon. Thanks Ritz for some great family memories!!!

very god service thanks for help with luggage and taxi Rasel and Jishan. Breakfast very old bread and nothing to lactose alergi people

The good Food, the club, the cleanliness, location, staff, breakfast, shower, The not so good Rooms and carpets looking a bit worn Pools are cold not heated which is not very good for a Ritz Internet is not up to standard and can be patchy Summary Based on price there may be never and snazzier hotels, however this hotel has a unique colonial charm for the elder guest

This Ritz has two accomodation spaces: the hotel and an apartments building. If you get a room in the apartments building (and you are the first time in Ritz not knowing the Ritz standards...) you are not very lucky. Ritz is very well positions next to the newest mall and the luxury shopping area. You can go to the mall easily and eat in the food court just transiting a corridor to the mall front entrance. The Ritz hotel rooms are fine (although with an outdated flavor). The room cleanliness is just perfect. Outstanding persons who do their best to make you welcome: Bing Jie (Front desk manager) and the manager from the breakfast. They are kind and dedicated to help the guests! My conclusion: this Ritz needs a big renovation to be brought up to the expected Ritz standards. ...Although there are persons here who compensate with their kindness and support.

This has been, without a doubt, the WORST experience in my years of travelling and staying in hotels. From the moment we arrived (the receptionist could not find our booking in the system) till we left, the management of this Hotel has severely failed at their job. We booked a 2 bedroom "suite" which turned out to be an Apartment in the "residential" side of the property, and you can imagine it was certainly not cheap. The only category more expensive is the top Penthouse which goes for about 10-12k USD a night. We were first given a suite on the 26th floor which was absolutely appalling: stank of smoke, paint chipped, wallpaper peeling off, dirty sofas and windows, etc. Even the smoke alarm detector was going off due to low battery. I immediately asked reception for a different suite as nobody in their right mind would accept that suite/apartment. We were then given another 2 bedroom apartment (number 2122) which was promised to be "much better" and not suffer from the same issues. Oh boy. Were we in for a surprise. Please just look at the many photos I uploaded here with my review. Look at them carefully and then tell me that they are acceptable for, not only a 5 star hotel, but a 5 star LUXURY Hotel with a heavyweight reputation such as The Ritz Carlton. What??? How??? Why??? This suite has at least a dozen Health and Safety violations, and would not be suitable even for a 3 star property that would charge $50 a night. 1) Would you even use that rusty shower? That limescale deposit was red, from the months or years of negligence. 2) The sofa? stinky and with cigarette burns. 3) The floor? hasn't been vacuumed since Obama was in office. 4) The windows? Chernobyl green tint. 5) The walls? All dirty, peeling, damaged or marked. 6) The fittings? Rusty and loose. 7) The kitchen? I won't even try to describe that embarrassment (the fridge stank of durian by the way). ...etc I will conclude my review with the hotel's management response (or lack thereof) when I called the reception to complain: - first of all, the receptionist was extremely dismissive with a fake politeness - she then tried to gaslight me into believing I am actually in a very nice suite - then she told me there are absolutely no alternatives they can offer me - after I pressed further, I was told they actually have another suite which would become available in 4h from then, but it is a lower category - when I asked for the refund in price difference since I booked a WAY MORE EXPENSIVE suite, I was told that they cannot refund me "because I booked through a travel agent". (What??? That's a gigantic lie. It is 100% doable.) - I continued to press further and was refused any connection to senior management to report my issue - they later decided to send this poor, sweet girl, who was the Duty Manager, to try and persuade me to give up the complaint - At this point I was having enough of chasing around so I got in contact with the Travel Agent (Trip.com) who were actually extremely responsive and professional (best travel agent ever in my opinion) and they called the Reservations Manager, a rude and overpaid individual called Mr Afiq, who outright refused to cancel my reservation so I could go to a different Hotel which is actually decent and not a scam. - I then got in touch with my bank AMEX and explained the situation. They advised me to pack my bags (as if I dared to unpack my luggage and touch their dirty wardrobe or floor) and to get out of the hotel ASAP. This way they will claim a chargeback due to breach of contract and service terms advertised online. - When I called again the Circus managers (this is not a hotel) and told them my next step, they finally gave in and accepted to cancel my booking with a full refund, after having spent almost 3h in the suite, going back and forth with them. This is the kind of experience you can expect here. I won't even mention that they did NOT even offer us a small gesture like a welcome drink or amenity. Please stay away from this cursed property.