Sheraton Imperial Kuala Lumpur Hotel

“Great experience”

I’m being your very regular here. I’m impressed with the level of service at hotel especially concierge department who is always ready to assist with all my questions and needs.The Chief Concierge Anwar always ready to go extra mile to assist me with transportation and he even called his friend at… more

I’m being your very regular here. I’m impressed with the level of service at hotel especially concierge department who is always ready to assist with all my questions and needs.The Chief Concierge Anwar always ready to go extra mile to assist me with transportation and he even called his friend at Courtyard Malacca to ensure my room is ready for early check in.Keep up the good work.

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“Great Hotel but ….”

Being a Marriott Bonvoy member and having stayed in this property for the last many years, I was staying here from 29/9 until 4/10. I have no complaints about the room space (always spacious, tidy, very good house keeping etc), Breakfast spread which is nothing but fantastic, Executive lounge with … more

Being a Marriott Bonvoy member and having stayed in this property for the last many years, I was staying here from 29/9 until 4/10. I have no complaints about the room space (always spacious, tidy, very good house keeping etc), Breakfast spread which is nothing but fantastic, Executive lounge with great view of the city, impeccable service there. All that is fine. Other points, it is so centrally located with access to any part of KL with different modes of transport. But if you are wondering why 1* has been taken away, is because, this time the check in was very delayed with only one trained staff & two trainees (who never knew anything) and there were at least 10 of them standing behind me to check in. Also my booking included breakfast but the trained staff herself went to check with Duty Manager inside and for some strange reasons, came back after 20 minutes to confirm it. When we come from the Airport to the city which is a long journey, besides our flight, how frustrating it would be for anyone? On completion of my stay, an email was sent asking about my experience. When I expressed my experience, till today not even an apology is sent. That’s not professional on their part.

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“NIce Hotel - but Disappointing Experience with Lounge Access and Marriott’s Loyalty Program”

I recently stayed at this Sheraton location and specifically booked a room that included lounge access as part of my reservation. Unfortunately, upon check-in, the staff informed me that lounge access would not be provided, despite it being clearly outlined in my booking. To make matters worse, dur… more

I recently stayed at this Sheraton location and specifically booked a room that included lounge access as part of my reservation. Unfortunately, upon check-in, the staff informed me that lounge access would not be provided, despite it being clearly outlined in my booking. To make matters worse, during check-out, I was told that “lounge access” simply meant staying on the same floor as the lounge—a completely misleading and unsatisfactory explanation. To address this issue, I contacted Marriott directly. While their response was polite, all they offered was reassurance that the staff would be “trained.” This resolution felt inadequate given the inconvenience and the significant extra cost of several hundred MYR for a service that was never delivered. This experience reflects a recurring issue I’ve noticed with Marriott's loyalty program. Unlike other hotel groups, Marriott’s program often requires customers to read the fine print carefully to understand what benefits are included, and those benefits can vary depending on the property and country. In contrast, my experiences with Hilton and IHG (Holiday Inn Group) have been far more transparent and consistent. I’ve stayed at hundreds of hotels across different groups, and while occasional problems arise, they are generally resolved effectively without vague excuses. When charging premium prices, especially for lounge access, I expect both clear communication and properly trained staff. Unfortunately, this experience has left me hesitant to stay with Marriott properties again. I would strongly recommend exploring Hilton or IHG instead for a more reliable and customer-friendly experience.

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