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“Nice hotel and location but slow in service ”

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JW Marriott Kuala Lumpur
Ranked #13 of 350 Hotels in Kuala Lumpur
Certificate of Excellence
Reviewed 16 October 2017 via mobile

Stay here in September and October for business trip. This was my favorite hotel. They have renovated their room to modern and the bathtub is my squarish now. In September, the lobby was still under renovating and it cause a bit confusion on how to check in. While in October, the lobby is open but something that make me unpleasant is the lift service. I stayed in 12 floor and there are 6 lifts but seem like only 2 lifts is working where it took me more than 10min for the lifts to arrived. The worse part in the morning is that, it stopped at each floor which cause all of us in the lifts a bit frustrated. Moreover, we press going down but when the lifts arrived it show going up.

Stayed: October 2017, travelled as a couple
Thank AcuraMelody
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Skaf M, General Manager at JW Marriott Kuala Lumpur, responded to this reviewResponded 17 October 2017

Dear AcuraMelody,

Thank you for sharing your comments with us on TripAdvisor! Please accept our sincerest apology for the delay caused by our lift replacement. We anticipate that two additional new lifts will be returned to us by mid-November and this issue will be resolved. We hope that we may welcome you back again in the future should your travel plans bring you back to Kuala Lumpur. Thank you again for taking the time to share your review with us on TripAdvisor and for your loyalty to our brand and our hotel.

Regards, Mahmoud Skaf, Area General Manager, Kuala Lumpur

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Reviewed 16 October 2017 via mobile

Located in Bukit Bintang, this hotel is in the heart of KL. the Pavilion mall is right across the street with high end shopping and plenty of food options. Jalan Alor is also walkable.
The hotel itself is beautiful and nicely appointed. Frequent travelers will find the lounge (and staff) exceptionally friendly and well laid out.
Service itself is tip top.
Would highly recommend staying at this hotel.

Stayed: October 2017, travelled on business
Thank Steven Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Skaf M, General Manager at JW Marriott Kuala Lumpur, responded to this reviewResponded 17 October 2017

Dear Steven Y,

Thank you for sharing your comments with us on TripAdvisor! We are delighted to hear from our friends in the Windy City! We regret we did not meet you during your stay, however, we are pleased to read that our associates and hotel met your expectations. We look forward to your return and hope that we may have the opportunity to meet you in the future. Thank you again for taking the time to share your review with us on TripAdvisor and for your loyalty to our brand and our hotel. Stay Warm!

Regards, Mahmoud Skaf, Area General Manager, Kuala Lumpur

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Reviewed 16 October 2017

I stayed at JW Marriott in Kuala Lumpur on Oct 14 and I was impressed with the level of service and attention to guests. The front service staff, as well as the porters (especially the Captain), and room service and restaurant staff were very helpful.

The refurbished room I stayed in has been upgraded, and the results (especially the bathroom), are stunning. Kudos to the decorators and designers. Note that the hotel is still undergoing some renovation, but the pool is now open.

The meals we had during our stay - at Pak Loh Chiu Chow, Fisherman's Cove and Sunday Brunch at Shook!, all in Feast Village - were delicious. The manager of Fisherman's Cove, Mohamed Safaruddin, especially, was not only very friendly and accommodating, but also anticipated our needs throughout of dinner.

I look forward to coming back to stay at the hotel and trying out the other restaurants as well.

Room Tip: Ask for the refurbished rooms.
See more room tips
  • Stayed: October 2017, travelled with family
    • Location
    • Rooms
    • Service
Thank nsk948
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Skaf M, General Manager at JW Marriott Kuala Lumpur, responded to this reviewResponded 17 October 2017

Dear nsk948,

Thank you for sharing your comments with us on TripAdvisor. We are happy to read that you enjoyed your recent visit in our hotel and will share your comments with our team. We look forward to your return and hope that you have an opportunity to try out our newly renovated Shanghai Restaurant and Al Halabi restaurant that will also open in the latter half of November this year. Thank you again for taking the time to share your review with us and for your loyalty to our brand and our hotel.

Regards, Mahmoud Skaf, Area General Manager, Kuala Lumpur

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Reviewed 9 October 2017 via mobile

We stayed at the JW Marriott in Kuala Lumpur from October 5 to October 8, 2017. This hotel was the third stop on our round-the-world trip, and it was spectacular. At check-in, we were offered a free buffet breakfast for our three day stay. We inquired about lounge access, as we are Silver Elite members, and we were told the lounge was for gold and platinum members. However, after one phone call, we were granted lounge access. I think it was because the hotel was undergoing construction and a major facelift.

Breakfast at Shook! was AMAZING. It was a full buffet, that would rival any breakfast buffet at a five star resort in Las Vegas. They had all different kinds of international breakfasts, with made to order choices, such as omelettes, noodles, etc. Alcohol selection, and canapés, at the lounge were more than sufficient, so we didn’t need to eat dinner afterward. And, evening drinks and canapés went from 5:30 PM to 9:30 PM; four full hours. Most Hotels that serve wine and canapés in the evening, do so for around two hours. It was nice to have a four hour window.

Every staff member we came into contact with was pleasant, helpful and very accommodating. The pool area was fantastic; a very large open space on the 6th floor. The gym and spa, located on the 5th floor we’re very nice as well; the best we have seen to date, with private lockers, supplies and a separate TV viewing area to relax, when one is finished with the Spa.

The JW Marriott is located in a very nice neighborhood of Bukit Bintang, approximately 1/2 mile from the Petronas towers. The rooms were very spacious, and came with turndown service, which was very nice. Every evening we had fresh towels and a sufficient amount of bottled water in the room.

I couldn’t speak more highly of a hotel if I wanted to. When I return to Kuala Lumpur, I will only stay at the JW Marriott. I would rate this hotel seven stars, if I could.

Stayed: October 2017, travelled as a couple
1  Thank Geo S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Skaf M, General Manager at JW Marriott Kuala Lumpur, responded to this reviewResponded 10 October 2017

Dear Geo S,

Thank you for sharing your comments with us on TripAdvisor. We are delighted to read that you had the opportunity to enjoy our renovated pool area and facilities! We are also very happy to see that our breakfast in Shook restaurant and Executive Lounge met your expectations. We will share your comments with our team and hope that we may welcome you back again in the future should your travel plans bring you back to Kuala Lumpur. Thank you again for your loyalty to our brand and our hotel.

Regards, Mahmoud Skaf, Area General Manager, Kuala Lumpur

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Reviewed 8 October 2017 via mobile

My son (age 32) and myself both Gold Elite members of Marriott rewards. We are having holiday in Kuala Lumpur for couple of weeks. Initially we found Shangri-la KL have good rate and also being Jade member we have all the attached benefits such as free breakfast.
But we found Marriott KL has a complete up grade so decide to give if a try for four days. We have two rooms next to each others.
Some minor problems due to rennovation. The lifts are painfully slow and the pool is not ready. Though the hotel offer the use of pools at Westin and Ritz Carlton nomotherless it's too much hassle to go to other hotels to just use the pool.
But the above problem is more than make up by the incredible staff team. Every staff members were so friendly and helpful and really getting out of their way to make you feel at home. A birthday cake in my son's room at his birthday is a wonderful touch and make us very happy. Also the hotel set our room up like a honey moon room also a beautiful touch.
Special thanks to Velu and Sam at the executive lounge, nothing is trouble to them and they really getting out of their way to make you happy.
Well done Marriott KL, this stay beat the Marriott Park Lane London stay I had recently which is quite imoressive already.
One more comment, the management at Sydney Marriott can learn from the management of Marriott KL, I found there is big difference in services standard between the two.
Now that we have move to Shangri-la KL to continue our holiday to continue our holiday and will write a review in this leg of the stay.
Simon Wu

Stayed: October 2017, travelled with family
Thank Simon K W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Skaf M, General Manager at JW Marriott Kuala Lumpur, responded to this reviewResponded 9 October 2017

A very good day to you, Simon K W,

Your positive comments on TripAdvisor has most certainly sent smiles all around the hotel and the team are inspired by your words to continue on their outstanding performance in continuously delivering memorable experiences to all of our guests.

We are delighted that you and your son had a fantastic time here at the hotel and trust that we will recognize the team for their great efforts.

Thank you so much for sharing your thoughts and we do look forward to have you back "home" soon.

Regards,
Mahmoud Skaf, Area General Manager, Kuala Lumpur

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Additional Information about JW Marriott Kuala Lumpur

Address: 183 Jalan Bukit Bintang, Kuala Lumpur 55100, Malaysia
Region: Malaysia > Wilayah Persekutuan > Kuala Lumpur
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Family Hotel in Kuala Lumpur
#4 Business Hotel in Kuala Lumpur
#9 Spa Hotel in Kuala Lumpur
#11 Romantic Hotel in Kuala Lumpur
#13 Luxury Hotel in Kuala Lumpur
Price Range: $234 - $337 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — JW Marriott Kuala Lumpur 5*
Number of rooms: 578
Official Description (provided by the hotel):
JW Marriott Kuala Lumpur unfolds its next chapter "The Happening Hotel" rich in pleasures and discoveries, as KL's latest vibrant scene. Located in the heart of the exciting "Golden Triangle", the city's prime business and shopping district and adjoining to the prestigious Starhill Gallery, JW Marriott offers easy access to the lively and vibrant shopping strip which boasts upscale brands, a vast variety of restaurants and numerous entertainment outlets. ... more   less 
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Also Known As:
Marriott Kuala Lumpur
Kuala Lumpur Marriott

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