Shangri-La Hotel, Kuala Lumpur

We booked the junior suite since we travelling as a family of 3. In will be more expensive to book 2 separate rooms. The service is very good as we checked in via Horizon Lounge Club. The suite room upkeeping is good and clean. The only thing to feedback is the water taps which are not user friendly as the tap knobs are designed in a oval shape and it is hard to turn on and off the tap. This is especially difficult for elderly whose hands may not have a good grip. Hope the management can change and upgrade to a better water tap knob. As we arrived on Christmas Day, hence the hotel also gave a Christmas cake and a box of chocaltes besides the fruits platter. However we did not eat the cake as it was too sweet to our liking. The stay was good and the location is not too far from Bukit Bintang district and the Pavilion. During our staty, a local Indian celebrity checked in too a day later than us and he had a concert the following day. Hence, there were many fans waiting around the hotel vincity. The day when we left for airport, the fans were crowding every where and our Grab cars were slightly delayed. We had to take about 10 mins for our Grab drivers to leave the hotel driveway. Fortunately, we reached the airport in time. We will come back to stay again.

I had a very disappointing experience at this hotel. The staff were not friendly or helpful at all, and instead of trying to assist guests, they made situations worse. When I asked to speak to the manager to resolve an issue, her response only escalated the problem rather than offering a solution. I had booked a 7-night stay but was unable to complete it due to the poor service and overall experience. I left before my checkout date, and surprisingly, no one even asked why I was leaving early or attempted to address my concerns. This clearly shows a lack of care for guests. Room service was also very poor and unreliable. Overall, the staff made me feel unsupported throughout my stay. I would not recommend this hotel, as you cannot expect help or professionalism from the staff.

Can't fault this hotel. The location was perfect for us as we like walking and it was central to KLCC park, Bukit Bintang and petaling street. I think it would be harder to get from the airport on the KLIA Express as you need to change trains but we prebooked a taxi. We had booked an horizon club room and we're glad we did as it gave us access to the club lounge. We tried breakfast in the lemon garden on our first day and then switched to the lounge for the next two mornings. The lemon garden had a much bigger selection (chocolate fountain and ice cream for breakfast?!) But it was busy and like a canteen. The lounge was a calm oasis with a good selection from the buffet and some a la carte options. They advertise cocktail hour as canapés but it's almost another dinner buffet with roast beef and vegetables on one night. Between this and afternoon tea you probably don't need to eat out. It's a large hotel, and is fairly old (1985) but actually everything works. The swimming pool could probably do with a bit of a refresh but it isn't bad. There is also a really good gym with lots of machines and free weights. Having stayed in a lot of hotel rooms you really appreciate when a room functions well, and our club room certainly did. Housekeeping was great as were all of the other staff. We would normally choose a smaller more boutique hotel but actually this hotel really works in KL.

Shangri-la hotel has the worst team and concierge. One day before my reservation , I’d email the dining team I need a WHEELCHAIR for my mother. She can’t walk. And I got reply from hotel. Badly, I was told that I didn't have a wheelchair when I arrived at the hotel. The concierge team (all men) just ignore helping my mother!! Fortunately, Ms Shermin helped me find a wheelchair. (Thank you girls team!) When I went home, they continued to ignore the disabled people and keep talking next to us. When I returned the wheelchair to the hotel, the concierge actually asked me if I wanted to move the wheelchair to my car… No teamwork and not helpful at all. I had a very bad experience.

The room was clean and well maintained. The customer service team was responsive and helpful whenever we had requests. We truly appreciated the thoughtful room decoration prepared for our wedding anniversary—it was a lovely surprise. Special thanks to the lifeguard for being very alert and acting quickly to save my child in a near-drowning incident. Overall, a reassuring and pleasant stay.