After a delay of 3 hours & a 12 hour flight, arriving & the Hotel Istana was such a relief. Especially the warm & friendly welcome & speedy check-in by the staff. Our stay of several days in January 2012 was more than enjoyable. All the staff (especially the customer relations ladies) could not do enough, to make our stay memorable. Our thanks to the staff & management of Hotel Istana. I would highly recomend this hotel in KL.

This hotel is an absolute disaster.. The level of customer service is poor.

For three days, me and my family did not have hot water.. The water was brown coloured.
We did however called reception and not one person apologised or do anything to help us.
We were forced to shower on the LG floor using the spa/sauna shower.

We were not offered any compensation such as free dinner, drinks, or anything to compensate the three days of not having hot water.

Do not go to this HOTEL. Go to Doubletree by hilton at the same price. They are 100 times better and the service is 10/10.


Overall this hotel needs a new fit in and the quality of customer service needs to be improve

Just returned after a ten night stay, this was our third visit to the istana, we booked into a club room, very comfortable bed, clean room,the cleaning staff very friendly and nothing was too much trouble,the club lounge staff are so helpful and friendly, the hotel is located very near to the pavilion centre and now has a covered air-conditioned walkway from the pavilion to the klcc shopping and entertainment centre, it takes about 20mins. Kaula Lumpur improves every time we visit. Our favorite place to visit, and try to go at least twice a year, Malaysians are so friendly, and the local food, so good,I have to go on a diet when I go home, see you all in July when we will be celebrating our 50th wedding anniversary, in kaula lumpur and malacca.

Me and my wife stayed at Hotel Istana on 2/2/12. Although it was only a one night stay, I truly have to say that it was in deed a memorable one. As we were checking-in at the front desk, the Front Officer Manager Mr Norman call on us to check on our needs. At this juncture, I briefly told him that we are in KL to celebrate our wedding anniversary. That evening, when we return to our room after dinner, there was pleasant surprise in our room. A nice chocolate cake and a fruit basket with a message wishing us more good year. This warm gesture of the staff, really surprised us. We were truly pleased with the hospitality extended.by the staff. It was fantastic. We also found the hotel- safe, clean and located so conveniently near the city and trunk road. We will certainly return to Hotel Istana. Kudos to Mr Norman & his team.