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Reviewed 19 January 2022

My daughter enjoyed all the cooking, art, bingo & Maze opportunities on Friday, Saturday & Sunday. This is our regular staycation venue as it is in the heart of the City within walking distance to KLCC.

Date of stay: January 2022
    • Location
    • Cleanliness
    • Service
Thank louisac656
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Gonzalo Duarte Silva, General Manager at Shangri-La Kuala Lumpur, responded to this reviewResponded 26 January 2022

Dear Louisa C,

Thank you for taking the time to leave us a wonderful review of your stay with Shangri-La Kuala Lumpur!

We are so happy to hear that your daughter enjoyed the family activities that we offer, and we are pleased to hear that we are your preferred staycation venue.

Warmest Regards,
Gonzalo Duarte Silva
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 January 2022 via mobile

Overall a really nice experience with the family. We stayed over the weekend and there were lots of kids activities. The king size bed was very comfortable and the bathrooms were great. The staff were very accommodating and friendly as well.

Room tip: Parking can be validated. Location of the hotel is so convenient to walk around this part of KL.
Date of stay: January 2022
Trip type: Travelled with family
Thank Deinira
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Gonzalo Duarte Silva, General Manager at Shangri-La Kuala Lumpur, responded to this reviewResponded 20 January 2022

Dear Deinira,

Thank you for staying with Shangri-La Kuala Lumpur and for your kind review of your recent stay.

We are delighted to know that you had a great experience with us, enhanced by comfortable rooms and excellent service.

We look forward to welcoming you back for another great stay soon!

Warmest Regards,
Gonzalo Duarte Silva
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 January 2022 via mobile

Actually, I have visited this hotel on 2019 before pandemic.
I 've stayed for 1 night. The location is perfect, exclusive area, walking distance from Petronas Tower.
Breakfast was good and I LOVE the bakery shop.
This hotel perfect for business trip and family.
Our room was spacious and very clean.
We will be back soon.

Date of stay: March 2021
Trip type: Travelled on business
1  Thank MSativa
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Gonzalo Duarte Silva, General Manager at Shangri-La Kuala Lumpur, responded to this reviewResponded 20 January 2022

Dear Nunun Sativa,


Thank you for the lovely feedback. We are pleased that you enjoyed your stay as well as our F&B outlets. The hotel is easily accessible.

We look forward to welcoming you back to Shangri-La Kuala Lumpur.

Warmest Regards,
Gonzalo Duarte Silva
General Manager

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Reviewed 7 January 2022

Been patronizing this hotel each time we visit KL. Apparently this hotel is getting from bad to worse. We visited on 27th Dec 2021 that was like 2 days after Christmas. It was a weekday, the hotel was empty, staffs were free however, their faces weren't warm, not cheerful. Even greeting seemed like they were forced to greet you unwillingly. And the GM stressed to us previously that they were very 'CUSTOMER OBSSESSED'. I wonder....

We patronized most of the rooms here and often we were on the Premier Selection suite on most of our visits. To our surprise, the Deluxe room now and the previous deluxe we stayed 5 years ago was a total change! We know about the dated rooms but what made us come back was because we like the classical feel of the hotel. But this round we were turned off by a few things.

1. Used to give us bottled waters but now they changed to box water. The smell of the water was terrible. We called housekeeping to change for us and they did.

2. The biggest difference is the amenities. From suite vs deluxe room, you won't get the full range of amenities and we called the house keeping several times to replenish. Knowing that I have been using the same amenities on my first two nights, the housekeeping made no initiative to replenish automatically. ie: face towels, mouth gargle. Everything, you got to call and ask! I wonder if they are customer obsessed now?

3. Getting through to the house keeping is a night mare. We got our call attended quickly when we were on a premier floor. But not happening in deluxe. They put you on hold for 1 minute.And even you hang up, they are not bothered to call you back.

I wonder why there is a discrimination here between suites and deluxe where everyone is also paying a sum of money. Service should be given fairly to all despite all room levels! Sorry, this hotel is not in our list from now onwards.

I wrote about this property in 2020 and we gave them another chance in 2021 in a deluxe room and everything was not the same. The hotel knowing we have been a a returnee for many times, doesn't make any effort in remembering what we want in a room and our expectations. No note taken. Every time birthdays and anniversaries, old same cake! So boring. ...

And as for their coffee, RM24 for a latte tastes like coffee mixed with water. tasteless! Yuck. Their in room dining portion too has degraded BIG TIME. Tikka masala, RM 38 for a mere 3small chicken meat with diluted curry and rice.

How Shangri-la is gonna compete with the rest of the 5 stars in KL, where their properties are much more newer, service are much more better, better tech rooms than yours, and competitive prices? If the hotel can't even appreciate their long time returnee in a special way, do you think we would want to give another chance for 2022? Losing out 2 loyal clients... and more to come perhaps.

Hotel service: 3/10
Reception check in and check out: 3/10
Room cleanliness: 8/10
Amenities: 5/10
in room Food: 2/10
Hotel security: 9/10
Car park: Free for in-house staying guests.

Room tip: If you like to get a good view of the city, deluxe has a good panoramic. Room # ending with --13
Date of stay: December 2021
    • Value
    • Location
    • Service
1  Thank Charissa P
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Gonzalo Duarte Silva, General Manager at Shangri-La Kuala Lumpur, responded to this reviewResponded 20 January 2022

Dear Flowerymae,

We regret to learn that your stay was not up to your expectation.
Thank you for taking the time to share your experience.

While we strive to provide impeccable service and facilities for all our guests - your feedback is valuable for our continuous improvement. I am disappointed that we failed to meet and exceed your expectations, and I would like to express my sincere apologies for all the inconvenience caused.

We hope to see you again soon.

Warmest Regards,
Gonzalo Duarte Silva
General Manager

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Reviewed 3 January 2022

Checked in on the 31st around 2pm which is super pack but check in was super fast and all the staff very super polite from the entrance to the check in desk. I would say the hotel has age but well maintain, cleanliness was top notch and everything is working well in the room.

Two suggestions though :

1. The room service / in room dining food portion is too small for a 5 star hotel with a 5 star pricing.

2. I requested spoon and wine glass which was not deliver even after calling two times, that was a bit disappointing.

Room tip: Room facing garden if you want more peace and quiet.
Date of stay: December 2021
    • Value
    • Rooms
    • Service
Thank kevinMmy
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Gonzalo Duarte Silva, General Manager at Shangri-La Kuala Lumpur, responded to this reviewResponded 20 January 2022

Dear Kevin M,

Thank you for staying at the Shangri-La Kuala Lumpur and for taking the time to leave us with your stay experience. We are delighted to hear you had a seamless check-in.

We appreciate your comment, and we work hard to deliver an exceptional guest experience, and it's apparent that we fell short in this case. Rest assured that our team has considered your feedback to improve our service towards guests.

We are looking forward to welcoming you back again soon.

Warmest Regards,
Gonzalo Duarte Silva
General Manager

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