Pan Pacific Serviced Suites Kuala Lumpur

Stepping into the hotel, I was greeted by a pleasant aroma. The room was fully equipped with all the necessary appliances. The location is convenient, and the room was cleaned daily. The washer-dryer combo was a huge plus, meaning I didn't have to deal with dirty laundry when I got home – truly happy about that! The two swimming pools offer excellent views and scenery. Overall, my stay here was a great experience! I would definitely stay here again if I come back to Malaysia!

This is my first negative review after booking hotels on Trip.com for so many years, and I've never stayed at a hotel with such poor service, bar none. **Environment**: The environment is just average, not in the same league as the hotel next door. This might be because it's an apartment building, with only a small, rudimentary lobby. **Service**: There's virtually no service. On the first day, I found the air conditioning was too cold and wanted an extra blanket. I asked at the front desk from 5 PM onwards, but it was never provided. I went down to follow up 7 or 8 times, and each time they said 'OK, OK,' but nothing happened. Finally, I got the blanket past 1 AM. I don't know what could be so busy that it takes until after 1 AM to get a guest an item. No one answered the phone, and it seemed like their attitude towards other foreign guests was noticeably different. Their dismissive communication was incredibly frustrating. **Facilities**: The hotel facilities pose significant safety hazards. My child got injured and needed stitches at the hotel. The hotel simply blamed the guest, saying it was the child's fault. Indeed, the child was at fault and bore the consequences. However, the hotel never acknowledged its own problem: the sharp metal edging around the tiles caused the large cut. If the metal wasn't so sharp, a fall might have only resulted in a bump, not such a severe injury. Yet, the hotel never reflected on the safety hazards of its facilities. Why use such sharp metal edging? The hotel claimed that area isn't walked on, and no one would touch that metal. They kept insisting their service was perfect. If it's a ramp only for people pushing luggage, why can't they put up a sign and rope it off? The hotel said public areas are not within the scope of their guarantees to guests. So, what guarantees do guests have when choosing this hotel? Do we pay money just to be lectured? Our company will no longer book this hotel for business trips. Why pay to be treated so poorly? On a side note, Trip.com was very helpful. When traveling abroad, there are often communication barriers, and the platform provides dedicated staff to help resolve issues, which is very thoughtful.

The window in my room faced another hotel, so close I could almost touch it. Apparently, half the rooms in this hotel are like this, and if you book through Ctrip, you're almost guaranteed to get one of them. I paid over 900 a night and booked for ten days. When I asked to switch rooms, they said they were fully booked. There was no sunlight at all, making the room damp and gloomy. Forget sunshine, there was barely any light; I had to turn on the lights in the middle of the day just to see. It felt like living in a prison. The comforter and pillows were all damp, so I had to ask housekeeping to change the sheets and pillowcases daily. The room itself was clean, and the service was excellent. However, if you need sunlight, definitely avoid this hotel. It felt like being in a dark cell every day, like I was constantly reflecting on my mistakes.

The hotel boasts an excellent location and the room was spotlessly clean and tidy. The bathroom was spacious, and the room was equipped with a washing machine, refrigerator, and cooking hob with utensils, which made it very convenient. It's also within walking distance of a large shopping mall.