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.

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.