InterContinental Kuala Lumpur, Kuala Lumpur

I stay in hotels all over the world. At least 30 a year. I am not exaggerating when I say this was my best hotel experience. We stayed four nights at the club level. The service there was phenomenal. Usually I feel a bit uncomfortable with hotel staff doing too much for me. I don’t want seem entitled or spoiled. This staff made it seem like they genuinely did want to solve our problems and help us have a good stay. We arrived very early after an overnight flight. They gave us breakfast and then checked us in with no complaints and without making us feel like they were doing us a favor. It was like, “of course we will check you in. You are our guest. Please be comfortable.” The furnishings in the club room and hotel room were very clean and comfortable. The bed was absurdly large. All other beds are now ruined. There was a bit of traffic noise, but otherwise the room was super quiet. The internet was solid (although the 4 device limit seems arbitrary and low. Phone, ipad, laptop, watch, etc.Just make it 10 and see what happens.) The complimentary water was plentiful (although, please consider switching to glass bottles). The towels were huge. The water was hot and powerful. Our only complaint was the room service menu was not as great as everything else. It was above average, but nothing special. Overall, great experience. I will be back to KL just to stay in this hotel again.

This is the 1st time we are very disappointed with your hotel after staying there numerous times. There are 2 major issues we faced during this stay : 1) The check-in system and time taken was way too long. Despite I have queued up at the shorter line for the Members, we were still directed to do our check-in at the regular counters which were very long. We had to wait for more than 30minutes till our turn. If our particulars are already in your system, you should have an express service here we just need to pick up our room key without any hassles or queuing again. This is what the other hotels are practicing as pre-checkin service. 2) On the 2nd day of our stay, I had left the room at 0900hrs for breakfast and left the "Make-up-room" sign on the door. Upon my return to my room at 1630hrs, my room is still not serviced! I had to make 2 calls to your front desk but till 1700hrs, there were still no sign of housekeeping! I had to go down personally at 1710hrs to your front desk lobby to get this message across! Finally my room was serviced and made-up in the next 20mins. This level of service is extremely disappointing. Quite surprised at the level of service by your hotel this time.

Superb stay - stayed overnight for a wedding dinner. Comfortable, high standards of service by hotel staff, clean. Room was fantastic. Good for stays with young kids. Pillows were too soft though. Pillow menu was available but no time to change it. Will probably not return in the near future due to location and access to malls as I have a young kid.

Dear oh dear oh dear... What is the issue with F&B service in Malaysia??? It is an area of service which lets down this beautiful country. We checked-in on the Saturday evening and as we were in a bit of a rush, we opted for the buffet dinner. As we were sat at our table, the waitress asked us if we would like some water and we said yes, thank you. She then came back with one glass when there were two of us at the table. There is no logic in this. We then asked to order drinks so asked for the wine list only to be greeted with a 'What is it?" as the waitress had not understood correctly. Fair enough, we do not understand everything first time all of the time but I would have expected a pardon or something along those lines in the Intercontinental. There is just a lack of simple professionalism in providing good service that is prevalent in Malaysia that does not seem to exist in many other countries - could it not be sorted by training? But how would training help someone bring one glass of water to two people at a table? That is just plain common sense. Annoying when I spend so much time there at my apartment. Next day at breakfast, there was a queue more in keeping with a holiday camp buffet than an international hotel chain. Surely the hotel would have known that they were busy as it was the run up to New Year and made arrangements to have somewhere additional to serve breakfast rather than have dozens of guests wait in queue for +20 mins? Baffling!!

Loved everything except there were quite a number of stains located on the furniture. The beds were great, but there was a large stain on our couch in the room and a number of stains in the main lounge. Overall location was great! Staff were amazing and the beds were very comfortable.