JW Marriott Kuala Lumpur, Kuala Lumpur

The Location is excellent. All around are shopping malls in walkable distance. Have MRT and Monorail nearby. Most of the shopping malls close at 10pm, but the streets around there are still busy afterwards. I booked for an Executive Room with Business Lounge Access. When I checked in, at first the staff did not realize that I booked for Executive Room until I asked where the Business Lounge is and the serving time. Therefore I guessed the Executive Room is basically same as Deluxe Room, the only different is the access right of the business lounge. I was given a room at 25/F (the highest is 28/F), the room is big with high ceiling, with a coffee capsule machine in room. Very nice bathroom with both shower area and bathtub. For the Business Lounge, it is at 2/F (or called 3R in old lift). It would offer breakfast, afternoon tea and cocktail at evening. Beyond these 3 periods only free soft drink and coffee are offered. Unless you would stay at the hotel all the time or you need to have some small meeting there, personally I think the business lounge packaging is not worth if you always go out the hotel. Free and stable wifi in room (the login will say wifi is chargeable but actually it is free.) By the way, the staff should give more information during check in. I heard at corridor that a staff told one guest that he can use some facilities in Ritz Carlton but I was not told any about this during check in.

Every staff stationed from the lobby entrance towards the check in counter were very welcoming towards guest. Check in staff remember you by your name and also if you are a returning guest. Accommodating to request when asked nicely towards to them. Housekeeping was great. Room kept clean and stocked up even without asking. Prompt in delivering requested items to the room. Friendly and smiling. Only flaw was the floor staff stationed at Shook breakfast floor. Especially the staff stationed at the entrance to ask guest room number. They look harried and unsmiling during every visit. And staff stationed over on the right side of hall where the escalators are does not seem coordinated in assigning guest to table and seats. Take some time for them to come clean up dirty plates. Unlike those stationed on the left and nearer to the entry of food hall. They were always looking out for guest comfort.

My Stay JW Marriott Kuala Lumpur was HORRIBLE. The property is under going renovations. With NO hotel frontage. NO hotel lobby. NO pickup or dropoff point. JW Marriott is using the entrance at Ritz Carlton as lobby with a make shift table for check-ins. And as the pickup and dropoff point. After check-in guest have navigate thru Ritz Carlton then thru Star Hill Gallery to get to hotel. There is NO direct access to hotel. To walk out of the Hotel, guest have to walkout thru Star Hill Gallery to get to side road before hitting the main road. Not all lifts were operational causing massive delays during morning rush when everyone is checking out to heading out for meetings. No proper reception counter, only two make shift counters for check in and check out. Hired cars (Uber) were confused and cannot pick up from JW Marriott. JW Marriott should have put notices of their renovations, and lack of hotel lobby and pickup point, and lack of counter and lift and diminished service level, so that customers can make an informed decision before making bookings. SHOULD THEY EVEN BE OPERATIONAL AND CHARGING FULL RATE DURING THIS PERIOD IF DIMINISHED SERVICE CAPABILITY.

From the time we arrived till the day we check out, it has been a great new experiences staying at J.W Marriot Kuala Lumpur. The staff were wonderful , the newly upgraded room was excellent - spacious and clean. Except for the small leaking at the shower hose everything else was good.. Good breakfast spread of local , Asian , Mid East and western food. Even the in room dinning service food was excellent and on time. Like to mentioned Ms Maggen from the Check in counter who has been very professional in doing her duty, patience in serving and explaining our Inquiries and very helpful by ensuring we got our room early and providing other hotel benefits and upgrade to make our stay there perfect . My wife, daughter and myself truly enjoyed our stayed there.

The hotel room was great however the check in and check out process could have been more efficient. There was a long queue for checking in and Im not sure why it took so long. And I am quite puzzled that there wasnt a separate counter for check out. It would be good to have the option for express check out where you just drop the hotel keys. I guess I have higher expectations of Marriott being a 5stars hotel. The recept staff that served us was still very jovial and were apologetic for the long wait which we appreciated. Hotel card was not properly validated which caused some frustration when trying to access the room level via the lift. We were pretty unlucky to have some rowdy neighbours screaming in the middle of the night on our 2nd night and had our sleep badly disrupted. Called the recept as they seemed to be intoxicated and they handled the situation well and even called back to let us knw of the actions taken etc. So thank you! All in all it was a great stay with the most perfect location. The bed was super comfy and the TV channel selection was awesome!