Great location! I chose this hotel to celebrate my husband’s birthday and also because I wanted my children to see and stay near the Petronas Twin Towers. Having breakfast with a view of the Twin Towers was definitely on our checklist, and it did not disappoint.
The room was clean, comfortable, and had no unpleasant smell. All the staff during breakfast were top-notch , very attentive, efficient, and genuinely helpful in taking care of us. Especially mimi and farhan
Breakfast ended at 10:30am, and I noticed that all the staff quickly started wrapping up and putting away the food and drinks. At that time, I was looking for a cup to get some mango lassi. A male staff member with glasses on, noticed me and immediately asked what I needed. I told him I wanted some mango lassi but couldn’t find a glass.
Even though the glassware was no longer nearby and everything was already being cleared away, he quickly went to get a takeaway cup for me. He then asked the head chef/captain to fill it up for me in the kitchen even though the mango lassi had already been taken away.
I was genuinely grateful for that extra effort, especially with all the chaos of closing the breakfast service. It was such a small gesture, but it really showed how attentive and thoughtful the staff were.
One thing that did disappoint me, however, was the communication between Trip.com and Grand Hyatt. I had sent a request through Trip.com mentioning that we would be celebrating my husband’s birthday and would really appreciate it if the hotel could arrange a small birthday cake as a surprise. I also requested a room with a good view, as this was my children’s first time visiting Kuala Lumpur, and requested a baby crib as well.
However, when we checked in, none of these requests had been arranged. When the lady and bellboy came to our room with our luggage, I asked her if they had received my requests through their system. Fortunately, she was very helpful and quickly arranged the birthday cake and baby crib for us.
From this, I realised that Grand Hyatt had most likely not received my requests from Trip.com, despite Trip.com showing that a “reply was received” in the system. I understand that requests are subject to availability and cannot always be guaranteed, but better communication between the two sides would have made the experience even more seamless.
Other than that, everything was wonderful. The location, the view, the cleanliness, and especially the service made our stay very memorable. If the communication issue between Trip.com and the hotel could be improved, it would have been a near-perfect arrangement for our family. We had a lovely stay and would definitely consider coming back again.
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