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It took about 20 minutes to be delivered my luggage by a bellman to my room after I checked in. I checked in advance operating hours of steam room in the fitness club and confirmed that it would be operated from 6:00 a.m., but the door of the fitness club was not opened at 6:10 a.m. and asked to open the door through the operator. The door was opened at 6:15 a.m. but the steam room was not warm at all. I waited for 10 minutes there but it did not become warm. So I asked staff whether it is operated or not. The staff told me it was on. I decided to have breakfast first, and came back one hour later but it was not still warm at all. It may be broken. These issues made my stay uncomfortable.

From the moment of arrival to the lingering farewell, every detail unfolded with quiet grace. The room was a sanctuary of comfort and calm, framed by a magnificent view that shifted beautifully from soft morning light to shimmering evening hues. Each glance outward felt restorative. Dining was a refined journey—thoughtfully composed, elegantly presented, and deeply satisfying. Check-in and check-out flowed effortlessly, guided by genuine warmth and impeccable professionalism. It was not simply a stay, but an experience of elegance, emotion, and timeless hospitality—one that remains long after the journey ends.

I stayed at Crockfords Hotel Genting in early October 2025 and was genuinely disappointed by the level of service — especially for a hotel that claims to be Malaysia’s leading luxury property. On 3 October, I approached the concierge Duty Manager around 9:40am regarding the hotel Wi-Fi, which kept showing an “invalid credentials” error. Instead of taking the initiative to verify the problem — which turned out to be something as simple as incorrect login details given at check-in — he insisted that the IT team would need to come into my room to fix it. Later in the day, another staff member resolved the issue within minutes by simply checking the credentials. It’s baffling how the Duty Manager couldn’t do something that basic. Throughout my stay, I also noticed that many of the staff seemed lost and unsure of how to handle simple situations — almost like the blind leading the blind. There was a clear lack of coordination and communication among them. The breakfast experience was another major letdown. I had breakfast there for three consecutive days, and throughout, the food was never hot — the noodles in soup were the only consistently warm item served. To make matters worse, the staff did not communicate properly among themselves. On one morning, we were told to wait while a table by the window was being cleared for us. After waiting a good five minutes, another group of guests was allowed to take the exact table we were waiting for. The explanation given was simply that “the other guests wanted the table.” Completely unacceptable for a hotel of this supposed calibre. The only saving grace was the Duty Manager working on 5 Oct and overseeing the breakfast buffet, who was attentive, proactive, and took the initiative to check if guests needed drinks or assistance. His professionalism truly stood out amidst the confusion elsewhere. For a hotel that boasts winning the Forbes Travel Guide 5-Star Award seven years in a row, this experience was frankly a joke. The gap between Crockfords’ reputation and its actual service standards is staggering. Truly disappointing and nowhere near what one would expect from a so-called luxury hotel. PS: At least the view was great.

I had high expectation prior to staying this hotel as it should be beyond 5 star hotel. After arriving the hotel later than expected, I would like to do quick check-in, dropping my luggages and having another meeting. However I was told to wait as there were other guests waiting for check-in. I don’t understand why they could have more check-in counters instead of 2 only. I came back later, everything was ok. I was asked whether I would like to have something to drink in my room and I asked for tea, and not delivered. In morning, I would like to have coffee in my room, unfortunately the coffee maker machine was out of order. I had to call butler for a mug of coffee. However, this issue was fixed during the day. Breakfast was ok but the place is crowded. After checkout, I requested a shuttle service to KL Sentral Station (actually it is walking distance), I was told it will be 10 minutes, again I have waited for 30 minutes until one of the staffs noticed and called the van. Overall the hotel was great but my experience with services from this hotel was far disappointed.

From the moment we arrived, we were greeted with warm and friendly service — from the concierge right up to the front office. Kudos to the hotel manager, Ms. Lisa, and her amazing team for the wonderful hospitality during our check-in. The early check-in was a great bonus, and the complimentary parking throughout our stay was much appreciated. Our room was beautiful, vibrant, and offered a lovely view of the KL Tower. I was pleasantly surprised to find the extra bed already prepared well before our arrival — such thoughtful attention to detail! Special thanks to the team member who took my call the night before check-in. She listened attentively to my requests and ensured everything was arranged accordingly, even though I didn’t catch her name. The Front Office and Housekeeping teams were quick to respond to our additional requests for amenities, which added to the overall great experience. My girlfriends and I truly enjoyed our stay at W Kuala Lumpur. Thank you for making it a memorable one!

Banyan Tree Kuala Lumpur – A Wonderful Stay in the Heart of the City The hotel is beautifully located in the Golden Triangle, just across from Pavilion KL, with stunning views of the Petronas Twin Towers. It’s slightly removed from the hustle and bustle of Bukit Bintang, yet still close enough for easy access — a perfect balance between convenience and tranquility. Upon check-in, guests are offered a selection of incense and essential oils for their room — a lovely and thoughtful personal touch. We stayed in the Signature Banyan Retreat, which was cozy, comfortable, and came with all the amenities you’d expect, plus a beautiful view of KL’s night skyline. We did encounter a minor issue on our first night when the room’s light switches stopped working, including the master switch. The maintenance engineer arrived promptly, even though it was close to midnight, and quickly resolved the issue with a system reset. Really appreciate how efficient and polite he was! We also dined at Torito, the hotel’s Peruvian-Japanese restaurant, and it was a delightful experience. The ceviche clásico is a must-try — so refreshing and full of flavor. The lomo saltado featured perfectly cooked medium-rare beef tenderloin, and the stone ceviche, a warm twist on the classic, was equally impressive. Unfortunately, we were too full to try dessert, but the attentive service made the meal memorable. Special thanks to Izat (Front Desk), Hakim (Breakfast), and all the other staff members whose names we didn’t catch, for their warmth, patience, and genuine hospitality. Their friendly smiles and willingness to help made our stay at Banyan Tree Kuala Lumpur truly enjoyable.