Stayed for 2 nights over the weekend (last stay to this hotel was in Oct 2022). Arrival experience - clearly the staff at the reception was very new or don't know she's doing. Gave her my identification card, she can't find the booking. Asked me the confirmation no/booking, then in a while, she found my booking. No standard welcome greetings to Bonvoy elite members (I'm a Titanum Bonvoy). She handed over a blank registration form and asked me to sign it and she will fill in all the details later. Can't believe it! Chose either 1,000 points or breakfast at the Essence. If I chose 1,000 points, I have to look for breakfast elsewhere since lounge opened from 1030 am. Room - no upgrades to Suite. Maybe full. Don't bother to ask. Rooms as usual, spacious. Very comfortable mattress but the pillow was too soft. No bath mat provided and no body lotion. Have to call the housekeeping. No welcome amenities in the room (fruits or snacks). Shower - as usual, the shower pressure not so strong. Food - Breakfast at Essence - a big disappointment with the selection, taste and quality. The spread was reduced and not worth it. For Bonvoy elite members, take the 1,000 points and have your breakfast outside. Food at Lounge @ 38 Floor - totally disappointed with the food. Either SILK is doing a cost saving measures on F&B or the Executive Chef in charge doing it wrong. Obviously, the food could be improved from current presentation. If it can't matched the quality before Covid pandemic, at least keep the quality as last year. The food quality and spread was a big letdown. Service from Ms As (Mek) was outstanding as usual. She recognized me and quickly ushered me to my normal table. Sauna/Steam room/Jacuzzi - opened at 7 am and close at 9 pm. They should again revised the operation hours to 9:30 pm or 10 pm. The Jacuzzi not hot enough. …
We liked the breakfast that was absolutely fabulous. The perfect location. The perfect rooms. And a special mention for the concierge and especially Logan, whose efficiency and kindness. Really the high-end hotel industry as we appreciate it.
For a Sheraton hotel, services are bellow expectations. Internet was working fine, breakfast was at a good standard. But the most reliable and good service was the concierge. For a new commer in the city a help from them is esential. Rooms are ald fashion style, no refurbished. Personell is not so friendly, we have tried a restaurant in the hotel and the experience was poor. Spa facility is fine, the most problematic thing is the venue.
After a less-than-perfect trip through Penang, we arrived in KL on the Friday knowing that the Sheraton Imperial was full to the rafters, and expected very little despite our supposed status in Bonvoy. How wrong was I!!! Absolutely super from start to finish. We were able to check in very early in the Club Lounge and the whole stay has been superb. A gorgeous Club Suite with amazing views was allocated and nothing has been too much trouble for the team here. I was last here 14 years ago for work and came back, in part to relieve some old memories. We've tons of new ones now and can't wait to get back. Faith - at least partly - restored in the overall brand noting that this was and remains a Sheraton property. If you don't want modern and identikit brand, try the Imperial, which has retained its grace and status from previous times. Thank you!…
Night flight to KL Staying at the Sheraton Hotel, Shaun, the front desk employee, has excellent service and is efficient and efficient. The room is spacious, with 2 double beds, a few balloons are arranged in the room, and the Kuala Lumpur Tower can be seen from the window. Since it was my son's birthday, the hotel even gave us a cake, which was overjoyed. It's just that the shower water power and hot water are not enough. The breakfast at the hotel is delicious, and the staff are polite. Breakfast is delicious with Malaysian and Western breakfast. The most special ones are fresh fruit and vegetable juices, which make the new day full of vitality.
Visited a few years ago, the experience at this hotel was amazing and the staff is so caring and nice. The breakfast buffet is amazing, so many options and the massage at the place. It is a hotel that you just never want to leave from. I will be back soon.
<In Short> The concierge service is bad, Buffet is bad, the room is fair (Housekeeping is bad, no preparation before arrival, pillow stains), location is close to the station. <Detail Please Read Below> #Day 1: On the first arrival, the room has no face towel, hand towel, no shampoo, no body wash, no shaver, no cotton bug set. We called and ask for the items, the staff deliver one item each time and explain the other items are not my responsibility, please call and ask again. #Day 2: [Breakfast Buffet] - Queue for 30min to get a seat, when you get the seat and do have not enough food outside, already been taken by other people, and no refill. Obviously, the hotel has no management of the buffet, already overbooked but didn't do anything of the arrangement. [Food Quality] - Overall quality is bad, not many choices, always a need to queue for the food, and the supply is not enough. 1. Western section - The cook cannot even make a good fried egg (Too high heat so the pan left the bitter taste on the egg), and the omelet is not tasted good at all. sigh... sausage and ham look cheap and taste cheap. 2. Indian section - not always have Roti, curry, and rice only. 3. Chinese section - not even look good and taste good. [Room] - only refill the shampoo, and one set of face and hand towels was given. So we went to the concierge to complain, the staff apologise for all the experiences that I had and said will call me back in an hour. So I wait in the room for two hours and still have no reply ever. One staff came to refill the body wash finally, and said cleaning the bathtub will be done by another staff, and we need to wait again. Another staff just use water to clean the bathtub, I taught her to use body wash to wash and how to use the showerhead to clean the bathtub. She seems doesn't have enough knowledge to clean the bathtub, I wonder if the bathtub has ever cleared before. She doesn't know there's is a showerhead that can use. #Day 3: [Breakfast] - the same food same service never changes. [Room] - one robe has been taken but no return, and another set of face and hand towels finally appear. #Day 4: Very disappointed to keep complaining anymore. Pillow has stains, the shelf has broken, and the sink is clogged. #Day 5: [Concierge] - asked for a car to the airport, the staff ask me to use Grab and doesn't seem to want to help. (Grab cannot support two-stop trips, I can only ask for a local hotel to help, finally, I use my network to sort things out without the Hotel's help)…
Stayed here with a friend over New Years. The room was lovely and large with a nice view and good in room amenities. However breakfast was a big let down as restaurant far, far too busy and quality of food not great. You shouldn’t need to queue at a 5 star hotel to get into breakfast. Also got served cold eggs and no apology when I explained they were cold and that I could get sick from eating them. Also on our second day we came back to find that hose keeping had changed our beds but only given us one clean towel and left dirty dishes in the room and not vacuumed it. When we called to ask them to fix this there was no real apology and they didn’t seem to think this was a big deal. The staff over all did not seem that friendly and I even got hung up on when calling guest services. I have stayed in many Sheraton properties including a 4 star property earlier this year and they were all far superior when it came to the quality of the food and the service.…
We have booked four rooms for 4 nights at Sheraton but we are quite disappointed of the service. We waited for 3 hours to get our rooms and surprised to see a twin bed room for a couple. We sent a mail some 3 weeks back before our stay to ask availability for new year eve dinner no reply til hotel.com informed them. But til now no confirmation yet. We are also a member of mariott but very disappointed.
I had a puffer jacket from gap I wanted to get cleaned, but when they gave me back my jacket there was a huge stain that looked like bleach. Would not recommend this hotel at all. Another problem was my toe was bleeding and it took them 10 minutes to give me my band aid, but turns out they didn’t have a band aid. Would never come back to this hotel again
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