Istana Hotel, Kuala Lumpur, Malaysia - Reviews and Hotel Information

We booked to stay 3 nights at this 5 star hotel, in an executive room. Having been to KL 5 times previously, we had seen this hotel many times, and were just amazed by it. It's looks like nothing you have ever seen before, specatular! And when you walk in the entrance, the hotel just oozes class. Not modern class, but desinger classiness (think along the lines of Palazzo Versace, or Shangri-La). And even by looking at the photos on their website, the place looks amazing. Then we went up to our room..........

The room was more along the lines of 3.5 to 4 star. Very basic, and in urgent need of a refurb. Just very old, and musty spelling. The toilet was stained, and the shower was dirty (we had to call housekeeping to come and reclean the bathroom). And after having a shower straight away (we had just come off a 14 hour flight, and were in desperate need of a shower), the bathroom was flooded. The bath towel put down for our feet, was drenched. The entire bathroom was flooded. We had to call housekeeping to come and fix the shower,bathroom, but after waiting half an hour for them, we gave up and decided to get out of the room. When we came back, we had to call for service again, and when they finally came, all they did was fix the seal on the shower, and just old us to use our bathroom towels to soak up the water, and call housekeeping for new towels. What?? Certainly NOT 5 star service. Could they not do their jobs and clean the floor? Could THEY not call housekeeping for new towels for us?!

We woke up the next morning and went to the executive lounge for breakfast. 4 of us ordered eggs, and only 2 came out initially, 5 minutes later the other order came out, and a further 10 minutes later (after complaining), the final order came out. The coffee was terrible, and the range/assortment of food on offer was minimal. Needless to say, we did not enjoy breakfast.

Having paid an EXTRA $100 per night for the executive lounge access, we later discovered this was a total waste of money. We were not allowed to get our own drinks, yet there was never anyone there to get drinks for us. On one night, approx 9pm, we asked for a glass of coke, and were told that there was no service after 9pm. The guy was working, there was no one else in the loung except us, he had nothing else to do, and nowhere did it mention that service finished at 9pm.... yet he still refused to get us a drink. TERRIBLE service.

The next morning we decided that after the poor breakfast service in the executive lounge, we would bare the crowds and try downstairs in the buffet with the rest of the guests. We were seated (after waiting 5 minutes), and got up to get food, but when we got back to our table, someone else had decided to walk up and sit there. We informed them that it was out table, and we had been sitting there, but the other guests refused to leave (since there were not other available tables). We then proceeded to inform the staff of what had happened, and were told that we would have to wait until another tables become available. So even though WE had to wait for a table already, and even though all 4 of us were standing there with full plates of food, and glasses of juice, waiting to eat...... we had to stand around waiting for another table. Disgusting service!!

We got back to the hotel approx. 9pm that night, and all the restaurants, bars were closed already. We were told the lobby bar was open and serving food, so decided to sit and have a beer. The menu was given to us, but consisted of basic snacks. We were not happy, so went back out again.

Again the next morning, we had to wait for a table at breakfast. Our friends were running late, and when they finally made it down to breakfast at 9:55am, 5 minutes BEFORE breakfast was due to finish, most of the food was already put away. They pointed at the time, and asked that since there were still 5 minute left of breakfast, if they could simply have some scrambled eggs made up, but they were refused. We then proceeded back up the executive lounge, and demanded breakfast.

Upon check out (as per check in), I presented my frequent flyer card for swiping, to collect my airline points. It has now been 5.5 months since we returned from holiday, and even though I had contacted the hotel 4 times, my points have STILL not been credited.

All in all, I was pretty disappointed with almost evey part of the hotel. The room was terrible, the food was average, and the service was appauling.

The location is ok, easy walking distance to Bukit Bintang, and a 7 Eleven, McDonalds, markets, etc...... that's about all the hotel has going for it.

Needless to say that I will never stay at this hotel again.

Istana Hotel, Kuala Lumpur

Istana Hotel

Kuala Lumpur Hotels