This is a last minute weekend getaway. The stay was from the 24 June to 26 June. The Ruma could have garnered a 5 star rating only if…… Lets start from the beginning….this was meant as a weekend getaway for my friend and I. We initially wanted to go to Melaka but most of the hotels there were fully booked so we decided on just a city stay in KL. Our usual city stay hotels were either The Mandarin Oriental or The Grand Hyatt. Having heard so much about The Ruma, we decided to try The Ruma instead. Reservation was done on the hotel website and we managed to secure ourself a “direct booking rate” for a Corner Studio. Rate were competitive to our usual city hotels mentioned above. Reservation was straight forward. A plus point. Received a confirmation e-mail almost immediately which include some detail to enhance our stay. Among others were method of salutation and pillow menu. Quite impressive for a first impression. However, when we arrived in the evening, the pillows in the room were not as per what we selected. We thought that since our reservation was last minute, the issue would be resolved later in the evening or the latest during room make up the next day. But, it was not so. I could have called the housekeeping but I guess this is one way to gauge the service level and service delivery of hotels. The first “only if”. Arrival and check in was great. The doorman and the staff at reception were on par with other 5 star establishment. Ms Diane attended to me and addressed me as per the detail I provided on the confirmation e-mail. She deserved a pat on her back. The welcome drink was a nice gesture, especially on a hot and humid day. I love the decor of the hotel. The use of “tikar mengkuang” instead of the regular carpet reflects the “Malaysianness” of the hotel. So does all the small adornments on the wall and tables. Another big plus point for the hotel is location. Within walking distance to Pavillion and KLCC. The room was also very nicely decorated. Loved the big windows in the Corner Studio. Lighting was just right, not too dark as was in some hotels. Loved the complimentary mini bar items, although a bit limited in choice. Check out the complimentary minibar in The Edison Hotel in Penang. Probably the only three things I would complain about the room were the lack of waste bin, the noise level and the lack of iron and ironing board. There was only 1 waste bin, located in the toilet, another one in the living room itself would be nice. On the noise level, you can clearly hear people talking on the corridor outside. Thirdly, it was quite weird that a 5 star hotel did not provide an iron and ironing board in the room. The bathroom was nice but the water pressure was quite low to enjoy a nice rain shower. The complaints above are trivial in nature, not those that makes me not want to come back again, but what follows are the main points of “only if”….the main things that makes me rate the hotel a 4 instead of a 5. First of all, the most important thing of all, is the attitude of the staff. Except for those in the Front Office, the staff need to be more courteous and friendly. Some of the staff display a degree of snobbishness. The server at breakfast just plopped down our orders of main course on the table without even an explanation or an enquiry as to who order what. Not even a smile and at a speed that I didn’t even managed to thank him. Plopped the plates down and whoosh he was gone. The main course menu was also taken away once you ordered giving the impression that you can only order once when in fact you could order more if you wanted to. What is the point of asking how I would like to be addressed when the hostess only asked my room number and did not even greet me. A simple “Selamat Pagi Encik Adli” would be nice. She had the room list with the guests name with her. At The Mandarin Oriental, the hostess would greet you with your name and then during the meal, the manager would make a point to go to each table to introduce himself/herself and to check that everything was all right. What I saw at Atas was the staff talking to each others. Another negative point to mention…..this was the only time that we had to wait to be seated during breakfast. At other 5 star hotels we stayed, we were immediately ushered to our table even during peak time. The restaurant “Atas” was just too small. Who would want to come down for breakfast at 6 am on a weekend? The variety of food served was also not impressive. Not only during breakfast but also during other meals. Initially we wanted to have dinner at Atas but after looking at the menu we decided not to. Room service was even worse. However, credit where credit is due, Nasi Lemak during breakfast was superb. Go and have a look at what are on offer at The Mandarin Oriental and The Grand Hyatt. I keep mentioning these 2 hotels because they are the closest competitor you have. Staff are what makes or breaks a hotel. Sadly for The Ruma, the staff are not on par with other 5 star properties. I had stayed at a 3 star place with a better staff so there is no excuse for a 5 star rated hotels not to have a better trained and courteous staff. The big reason why I did not give a glowing review. Only if the staff are better…..…
From the moment we pulled over for luggage drop off, we were blown away by the service rendered by the lovely staff at The RuMa. Excellent and warm service rendered by the staff, and the hotel is different from other hotels you would find in the City Centre, with it's warm and earthy, almost contemporary Balinese feel. Kinda feels you're in a beach resort but in the city, which is nice. The hotel is nicely tucked in a quieter area of the city, whilst still being really closeby to KLCC and Pavillion. The swimming pool is great and they weren't too many people. Water temperature was just nice and not too cold. Food is nice and in house guests get a 25% discount on dining, which I wasn't aware of until I was pleasantly surprised with the bill. One incident which really spoke to us, was when we left our room only for about 2 hours for our evening cocktails and canapes , only to come back to fully made up room! We stayed for only 2D1N and from my experience, you don't really get a Make Up Room Service for a one night stay. Extra kudos to The RuMa for this! Would definitely want to stay here again.…
During check-in it was really wonderful - beautiful hotel, we were served drinks etc. Bellboy was attentive etc. What really spoilt it all was on the day of checking out, we called at 10am and asked for a late checkout. Was given a firm no, we couldn’t delay even for 30 min because apparently they were fully booked. Ok we accepted that. At 11.55am they called to remind us checkout is at 12pm. At 12.02pm on the dot, they called again asking if we needed someone to help us carry luggage as it’s past checkout time. We were actually leaving the room already, and with that last phone call, we were fuming. What’s with the crazy rush?? We paid for the room, it wasn’t free! We hv never been asked to quickly leave a hotel like this before!! We felt really unwanted and unwelcomed, and it really spoilt the mood for our whole trip. So despite the nice furnishings, we won’t ever come back to this hotel again. …
We spent two nights in hotel RuMa. A very nice hotel in a good location close to the KLCC. The rooms and the entire hotel are very nicely furnished. The lighting design in the rooms is unique. Breakfast was very good, with a large selection. Due to our postponed return flight we got a free late check-out so that our son could still take a nap in the afternoon.
I recently stayed at Ruma hotel for my girlfriend’s bday. It’s no surprise to say that it was nothing short of amazing. The staff at reception and throughout the hotel is friendly, warm and welcoming. They really do make you feel like a VIP. Everything from checking in to checking out was seamless and hassle free. And the highlight of our staycay was of course the room. We stayed at the deluxe suite for 2 nights and the view was of KL was just spectacular. The room itself was so spacious and comfy. It made the both of us want to stay in more. The bed was fluffy. Pillows were soft. It really was the Ruma away from your rumah. Would definitely be back for another staycay in the future.
Hotel with elegant design and decoration. Room with comfortable bed, clean and tidy. Pool side bar served quality food and beverage with reasonable price. Location of hotel with walking distance to few shopping malls.
We had an absolute perfect stay at The RuMa Hotel. The staff is super friendly and we really love the story and the design of the hotel. When we return to Kuala Lumpur, we will definitely stay at this hotel again! Room: Very spacious and beautiful room. Room is cleaned daily. Location: Perfect for us, since we wanted to be close to some high lights. Approx 5 to 10min walking distance to the Pavillion and Bukit Bintang. Approx 10min walking distance to the Petronas Towers. If you don't mind walking, it will only take you 15min to go to Jl Alor Alor. Facilities: We used the gym, which - very convenient - is available 24hrs.
First and foremost, considering the pricing of the hotel and the compliment they received on Tripadvisor, I put a high expectation on the hotel myself. That what usually let you down, expectation. I am here to share my experience. I made a last minute booking, checking in on a weekday, via their website to entitled for the BOOKDIRECT benefit. Early checkin at 9 and late checkout at 8pm. Even fill up a form later once the booking is confirmed to state the purpose of visit and who will join us. (As they claim to make the visit more personalized). We arrived around 11am, nobody offered to help with luggages. Was ask to seat, with a table full of welcome drinks from previous guest. But while we wait nearly 20 minutes, nobody offered us any, despite they clean up the table and ask wether it was ours. But the staff who checked us in was polite and friendly. Arriving at the room, it was splendid. We liked the room. Unlike any other city hotels we have been. Kids love the bed & the tub. The room is totally the highlight of the stay. The bed was comfortable, the pillows catered to your preference. Nespresso machine and local snacks is a surplus. Love everything about it. We spent most time at the pool, however to my suprise, no one offered a menu or at least a drink which is a common practice to many 5 star hotels I have been. And there was constantly a guy coming over at my feet trying to mop down water. I totally get you dont want people to slip, but to be mopping at my feet, where I was sitting is quite rude. Not even an excuse me beforehand. We went out for dinner later that night, came back around 10, there is no turndown service. Which is a dissapointment as reviews has been raving about how splendid their turndown service is. Like I told you, expectation can be your worst enemy. The next morning, we ordered room service for breakfast. Food was alright. Love the spread. And we spent the whole afternoon napping, playing board games in the room, ordered more food, and another round at the pool. However around 6pm someone knock at the door asking why have I not checkout yet, and am I planning to extend my stay. Which caught me by suprise as I thought we are entitled to checkout at 8pm. We were waiting for the traffic to ease before heading home. Some miscommunication along the way, but was resolve quickly. Overall, I would say, the room and ambience of the hotel itself made up for all the flaws during our stay. But was my stay special ? I doubt. Will I stay again ? Most probably not.…
Highly recommended for families with young children as they provide even a bathtub for babies. I booked a Grand king and Grand twin for connecting rooms. Very spacious compared to many 5 star hotels. The bath and toilet were separate Excellent location to nearby malls.. Staff - friendly and approachable. Even the reservations staff were very helpful . My whole family had a very pleasant and enjoyable stay.
Absolutely pleasant from the moment i step in till i check out. The service was top notch and the room was super comfortable and spacious. Location was situation in a very good area which offers privacy as well. Highly recommended
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