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Reviewed April 4, 2018 via mobile

I would have rated this higher except for some nagging minor issues. But overall, it’s a good place to stay at a decent location. Suites are huge and the amenities are satisfactory. It’s a comfortable stay. A few issues include:
1. As some have mentioned, elevators are slow. When I was here, one of the lifts at one of the lobbies was never in use. A tip is to use the lift lobby at the center of the building instead of the corner one. It seems a lot faster.
2. Housekeeping feels very random. I could go days without hearing from them (granted, I put the do not disturb sign out when I want some privacy for work). But on some days, I’m out from 10am to 5pm (with the ‘please make up room’ sign out), nothing is done. Can’t believe no one from housekeeping walks past the sign for half a day without noticing that the room needs cleaning.
3. I’m not sure how old this place is, but some of the ikea crockery are getting seriously wobbly.
4. Although it’s a nice 20min walk from KLCC or an 8min dash to the monorail, good luck if it rains cos this place has no covered walkway to anywhere. At all.
5. The infinity pool is perpetually crowded. It’s too small for the amount of suites they have, bearing in mind that most the suites are mostly solidly packed with tourists.

Date of stay: March 2018
Trip type: Travelled on business
Thank chrisngpg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
THE_FACE_Suites, Owner at THE FACE Suites, responded to this reviewResponded April 8, 2018

Dear chrisngpg,

Thank you for choosing your stay with us at THE FACE Suites and spending your time to share your feedback with us.

We are glad that you find our location and room as well as the amenities available are up to your expectation.

On your comment about the waiting time for the lift, we do apologise that certain lifts takes longer time to reach. We will share your concern to the management for better improvement.

We noted your comment on the poor housekeeping services and apologise that our Housekeeping team did not clean up your room on certain days. Rest assured that we will highlight this to the Housekeeping team for immediate improvement.

We have also taken note on your feedback about old cutleries in the room. We will relay your feedback to the management to look into the possibility of changing a new set of cutleries for all rooms.

As for your comment on our infinity pool, we truly understand that the pool will be crowded with guests on certain hours. There are certain hours that have lesser crowd which is in the early morning at 7.00am.

We sincerely appreciate your feedback to us and hope to see you again at the hotel in the future.

Best wishes
Alex Tan
Owner

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 3, 2018

The Face Suite is an excellent accomodation. Good location, very friendly and helpful staff, spacious and clean room and amazing view. The pool is also very nice with amasing view to the Petronas and Menara towers.

Date of stay: March 2018
  • Trip type: Travelled with family
    • Value
    • Cleanliness
    • Service
Thank Jet540498
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
THE_FACE_Suites, Owner at THE FACE Suites, responded to this reviewResponded April 8, 2018

Dear Molnar P,

Thank you for choosing your stay with us at THE FACE Suites and spending time to share your feedback with us.

We are glad to know that you are happy with the room you have stayed, the location of our hotel, satisfied with the services you received from our staffs and the infinity pool located at the 51st floor.

We appreciate your positive feedback us and looking forward to see you again in the future.

Best wishes
Alex Tan
Owner

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed March 26, 2018

It is hard to imagine how big the rooms/suites were by looking through the pictures. We were pleasantly surprised by our room's spacious design, efficient layout, and the tasteful decor.

I emailed the hotel before booking to inquire on the type of room that offers the best view of Petronas tower. I was told that deluxe room on the higher floor offers the best view. I then made a request for a deluxe room with a view as we were celebrating our anniversary. Upon arrival (4 months later), we were told that they couldn't honor our request for a view facing the towers...I didn't give up and emphasized on the importance of this trip. She then asked her manager and magically found a room that met our request. I am not sure why they couldn't find a room the first time since we were given a room in our booking category. And trust me, you want a room facing the towers!!!

The room even came with a washer/dryer, it was super quiet and convenient. Everything inside the room felt new and high tech. We even made some mental notes to borrow some of the design/decor ideas.

The pool was another highlight..we stayed at the marina bay sands so the infinity pool here is not as impressive. But it was a nice bonus to be able to dip in the cool pool after a day of walking in the heat with the backdrop of KL skylines.

The only 2 issues with the hotel were 1) the wait time for the elevators...so budget your travel time accordingly. 2) the free bottle of water was small, and they charge for additional water (you also cant get free ones from the gym either).

Overall, we had a great time staying at this hotel.

Room tip: deluxe room on high floor with a view of Petronas towers
Date of stay: March 2018
  • Trip type: Travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Thank cindywZ7464ME
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
THE_FACE_Suites, Owner at THE FACE Suites, responded to this reviewResponded April 2, 2018

Dear Mayonaka,

Thank you for staying with us and taking your time to share your feedback with us.

We are pleased to know that you are happy with the location of the hotel, the infinity pool, the facilities we provided in the room and the size, decoration and design of the room.

We noted at your comment about the waiting time for the lift, and rest assured that necessary corrective measures will be taken to minimize such issue to happen in the future.

On your comment about the complimentary water bottles provided in your room, our Housekeeping team will always replenish new water bottles when making up your room.

We sincerely appreciate your feedback to us and looking forward to having you as our guest again in future.

Best wishes
Alex Tan
Owner

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed March 24, 2018 via mobile

What I loved in this hotel is the infinity pool which is a wow! A perfect view of the Kuala Lumpur is the perfect greetings for a Good Morning and a Good Night. We were appointed on the 20th floor and our view is white awesome with some or the buildings as our view. The room is so spacious that comes with a complete home set. The room temperature is good and the bed is comfortable for a good rest. However, upon our arrival NOBODY ASSIST US ON OUR LUGGAGE :( we just carried our bags on our own. Also during check-in since we looked tired and helpless on our baggage we were still given the room at 3:00 (we arrived at around 1pm) without any offer to have a seat or dine in their restaurant. Nobody offer a gelp to carry our luggage unless we asked to do so. The pool area has a lot of people having a dip on their magnificent pool which is quite irritating since there are only few bed on the pool side. The security is bery visible which is a good one. Check-out procedure was very quick but still NO OFFER to carry our luggage and even calling a taxi for us to reach the airport probably mind them. Sad. But still a very nice hotel in the city.

Date of stay: March 2018
Trip type: Travelled as a couple
Thank charles331
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
THE_FACE_Suites, Owner at THE FACE Suites, responded to this reviewResponded April 2, 2018

Dear charles331,

Thank you for choosing your stay with us at THE FACE Suites and spending your time to share your feedback with us.

While we are happy to hear that you had a great time spent at the infinity pool and the spacious room, however other services rendered to you during your stay with us was not at satisfactory level. As such we sincerely apologise for that.

Just to inform you that our standard check-in is at 3pm and we noted your comment about the lack of attentiveness of our bellboy to assist with your luggage bags. Rest assured that we will share your highlight with the concierge department for better improvement.

We look forward to your next stay with us in the future.

Best wishes
Alex Tan
Owner

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed March 24, 2018 via mobile

Our stay in the hotel was much better than we were expecting, the location is really near to all facilities, and they offer a lot of services, about the rooms they are fantastic, clean and really spacious as they name say is a proper suite! The best part of the hotel is the infinite pool at the last floor, it was awesome with an incredible view of Petronas and KL tower. Definitely I highly recommend this hotel.
Sara and Cristhian

Date of stay: March 2018
Trip type: Travelled as a couple
Thank cristhian y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
THE_FACE_Suites, Owner at THE FACE Suites, responded to this reviewResponded April 2, 2018

Dear cristhian y,

Thank you for choosing your stay with us at Kuala Lumpur and spending your time to share your feedback with us.

We are glad to know that you are happy with the spacious room, satisfied with our services and enjoyed the infinity pool located at the 51st floor.

We appreciate your positive feedback us and can’t wait to have the chance to serve you again in the future.

Best wishes
Alex Tan
Owner

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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