Shangri-La Hotel, Kuala Lumpur

We had the most wonderful and memorable stay at Shangri-La KL on 30–31 August to celebrate my husband’s birthday, and I couldn’t be happier with how everything turned out. From the very beginning, Sheila was a true star—she not only helped me with the room reservation, but also went above and beyond to arrange the birthday cake and décor in the room. It created the perfect setting for our little cake-cutting with friends. The cake itself was huge, so delicious, and such a joy for everyone! Sheila also assisted in organizing our buffet lunch at Lemon Garden for 15 of us, and her suggestion was absolutely spot on. A big thank you as well to Kay and Eliz at Lemon Garden, who were so attentive, warm, and caring, making sure everything was smooth and enjoyable. On the Horizon floor, we were welcomed so warmly by Noryati and Syafiq. What touched me the most was Noryati’s thoughtfulness—she noticed we were too full after lunch to enjoy the tea time and sweetly suggested that we could enjoy it the next day instead. That kind of genuine care made us feel so valued. And to top it all off, the surprise I wanted to give my husband was made even more special when Hayati told us that our room had been upgraded to a suite—it was simply amazing! The suite was excellent, spacious, and beautifully prepared, adding that extra sparkle to our celebration. Thank you Shangri-La for maintaining such beautiful people on your team, who go the extra mile to make every stay feel personal and unforgettable. With service and kindness like this, Shangri-La will always be my top choice. This birthday celebration has given us memories we will cherish forever, and I truly can’t wait to come back again soon! 💕✨

Such a great experience! So relaxing and Emma was very professional and kind. Would come back next time I stay in Kuala Lumpur

We booked two rooms for this trip - Premier Selection Suite with adjoining room Horizon Club Executive Room. All the arrangements were made months ahead. (1) The Horizon Club Executive Room was a Twin bed when the booking was for a King bed. (2) The extra bed and the crib were placed in the wrong room despite numerous e-mails with the front desk to confirm their placement. Also, the extra bed was placed in the living room of the Premier Selection Suite - which hotel staff would do such a thing? (3) The room door failed to open. Had to go back and forth a few times to let front desk know about it. Finally a manager came and opened the door using his master key as the battery had failed. When asked to resolve this, the manager said it was an Engineering Dept problem. As a client, we do not care which dept's problem it is because it is a Shangri-La KL problem. (4) Found the check-in experience very shabby. As Diamond Circle level, we get very warm welcomes at Tokyo, Taipei and Singapore. Here, it was like any typical front desk check-in. When asked about use of the Horizon Club Lounge, just merely given a letter spelling out the usage rules. (5) We were disappointed with the service and food standards in the Horizon Club Lounge. You could not even prepare a simple cheese sandwich properly! Even my grand daughter remarked that the food was horrendous! Somehow, we feel like being in the Diamond Circle does not equate paying a premium with getting a premium level of service, and that you (Shangri-La KL) is making it difficult for customers to stay loyal to the Shangri-La brand.

I had an incredible experience here. Emma was absolutely amazing – one of the best massages I’ve ever had. She was attentive, skilled, and made sure I felt completely relaxed throughout. I also want to mention Iman at the reception, who was very polite and helpful, making the whole visit smooth and welcoming. Truly a wonderful experience from start to finish – I’ll definitely be coming back!

This hotel which has been celebrating 40-years this year, is much more than hotel - it’s the mixture of traditions, experience and loyalty. We were impressed that some clients have stayed in this hotel from 20 to 40 times(!!!), that employees in Horizon Club know some clients for over 15 years (!!!), and that the staff in general is very close to the customers, like, for example, Feez in Horizon Club - efficient in solving any issue, communicative and bringing additional value to your stay in hotel through his knowledge and experience. Of course, after 40 years some parts need modernization and refurbishment, but in general the rooms are spacious, with all amenities, they have swimming pool, gym, spa, nice restaurants inside and big variety of international food for breakfast. Walking distance from Petronas towers, shopping malls, speed train and places of interest.