Mandarin Oriental

“Mandarin Oriental Kuala Lumpur”

We enjoyed a wonderful experience in an excellent hotel, situated in a great location. Superb spa, steam , sauna, jacuzzi and relaxation areas. The swimming pool is fantastic and is a great place to chill. All of the Mandarin Oriental staff were so welcoming and extremely attentive. Particular p... more

We enjoyed a wonderful experience in an excellent hotel, situated in a great location. Superb spa, steam , sauna, jacuzzi and relaxation areas. The swimming pool is fantastic and is a great place to chill. All of the Mandarin Oriental staff were so welcoming and extremely attentive. Particular praise for Aaron for all he did during our stay. I apologise that I cannot remember any of the other staff names but they are all a credit to the hotel . We also enjoyed a 5 hour combined city/suburbs tour with Ram that was organised by Aaron. Ram was an amazing guide and we greatly appreciate the experience we enjoyed with him.

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“Best Business Trip getaway”

It was a business trip. MO provided a corner room which was spacious. The bed and pillows are comfortable. The breakfast was delicious with lots of healthy and fresh varieties of food and drinks. The hot and cold sauna was exhilarating! The food and drinks at the restaurant beside the swimming po... more

It was a business trip. MO provided a corner room which was spacious. The bed and pillows are comfortable. The breakfast was delicious with lots of healthy and fresh varieties of food and drinks. The hot and cold sauna was exhilarating! The food and drinks at the restaurant beside the swimming pool was also nice...

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“Overall fine, but would have been better had it not been marred by bitter parking experience”

My wife and I stayed at Mandarin Oriental Kuala Lumpur from 15.6.2024 to 16.6.2024 in celebration of our first wedding anniversary. Overall, the stay was good. Several points for improvement: 1. The check-in and check-out takes too long. I was also a patron at MO last year and my check-in took ... more

My wife and I stayed at Mandarin Oriental Kuala Lumpur from 15.6.2024 to 16.6.2024 in celebration of our first wedding anniversary. Overall, the stay was good. Several points for improvement: 1. The check-in and check-out takes too long. I was also a patron at MO last year and my check-in took about 45 minutes. This time round, my check in 20-25 minutes. Whilst this is an improvement, it is still quite a long wait. I've had experience in other places eg Westin, Le Meridien and Hilton where the check-in time in much quicker. 2. There are several counters to check-in or check-out and each counter have their own queue. I suggest having only one queue and the counter will call on the next guest. This obviates the problem of someone joining the queue later but getting served first. If each counter have their own queue, it is literally a roll of the dice. If there is only one queue and the counter that is vacant calls on the next person in line, this will be much better and will be more systematic as well. 3. Perhaps have several dedicated check-out counters. Evidently, checking-out is generally quicker. I was waiting in line for about 25 minutes during my check-out. When it came to my turn, it took less than 5 minutes. Apart from the above minor issues, there is a MAJOR issue that I would like to bring to your attention. After I checked-out, I was advised that my parking would be free. I provided my car plate number. When I was driving out, I was stopped at the boom gate which stated there was outstanding RM136. I was subsequently made to understand that the attending person keyed in the wrong car plate number. This is not my complaint. My complaint is that I had to wait for 25 minutes at the boom gate. Nothing was done. There were 2 workers there from the car park management. They kept on telling me they have called but no answer/reply. In times like this, I would expect that there must be a way to override the system to allow me to pass. I was informed that it was not possible to do so. If ultimately I am found to have cheated MO (which of course is not the case here), MO has my credit card details. I've paid a deposit. Surely you can deduct from there. This is ridiculous as if there is no way to override the system to allow me out, what happens in the event of an emergency eg. fire? This must be against local/municipal regulations/guidelines. During the 25 minutes wait, I, at intervals asked what was happening. Same answer - they (the 2 workers) have contacted the relevant people, but those people are not responding. After about 20 minutes, I again asked the 2 workers what was happening. They repeated themselves. Ultimately, I was the one who had to leave my car at the boom gate, go up to concierge to impress upon them the urgency of the matter to sort out the problem, which I couldn't believe took 25 minutes in total. WORST STILL the workers at the car park was rude. I believe I was patient enough to wait for 20 minutes. Admittedly, I was annoyed and I too raised my voice, but I believe my annoyance was justified. There were 2 workers, both of whom were just in the booth/office. I do not see any reason why one of them could not have gone to the concierge to get things moving/sort the issue out. I WAS THE ONE WHO HAD TO DO IT. I would like to believe that some training was given to the car park attendants (though if there were such training, it obviously didn't show). I expect more from a hotel of MO's stature. I hope that MO improves as this left a bitter taste in what was otherwise a pleasant experience.

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