Shangri-La Hotel, Kuala Lumpur

Treated myself for a few nights at Shangri-La KL. Check-in was smooth, staff are great, room is clean and well maintained, although I personally think the design is a bit outdated. I have already sent my feedback to them previously regarding their room photos in their website, which they seem to have already addressed as of writing this review.

We stayed for 2 nights whilst travelling between phuket and Langkawi . Having stayed in the Shangr-La in Sydney last year we decided to book kuala lumpur . It is first class.. Upgrade to club it's worth it ! The service , location and experience is excellent.

I traveled solo and stayed in a Horizon Club room. While the location of the property is excellent, my overall experience was disappointing due to the level of service. The concierge teams at both the Horizon Club and the main reception were largely unfriendly and unwilling to assist. One time, when I called to ask about my parcel staff mentioned that she will check and get back to me, but she never called me back and I went to the desk instead. On another occasion, someone else’s luggage was delivered to my room, and no apology was offered. Additionally, the F&B staff appeared attentive only to certain guests and were at times rude in their interactions with others. For a five-star property, the staff do not seem adequately trained. Reaching the spa, in-villa dining, or the service desk often took an unreasonably long time, with little to no response. When I requested a late check-out, the staff member rudely stated the hotel was at high occupancy. However, once I mentioned I was willing to pay, her attitude immediately changed and she became eager to assist. Furthermore, services are not provided equally to all guests—fruits were not consistently replenished, and overall attention varied noticeably. Some guests received new year amenities, while others not. This inconsistent and unprofessional service significantly detracted from what could have been a pleasant stay.

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.