W Kuala Lumpur Reviews: Everything Guests Say

Instead, we were met with an assistant manager who seemed to believe our complaint was solely about poor service, failing to grasp the far more serious issue at hand: the blatant lack of care, acknowledgment, and proper handling of a life-threatening incident.

We urge you to investigate this incident thoroughly, review your emergency response protocols, and ensure that your staff receive proper training in handling critical situations with the care and professionalism expected of a luxury establishment.

The fact that no one had even considered reviewing the CCTV footage to gain a better understanding of what had happened was yet another sign of the hotel’s lack of responsibility and due diligence.

Recognizing the risks involved, I urged the staff to ensure the elderly man received immediate medical attention, as he had been underwater for a dangerous amount of time and was clearly in shock.

Has to be one of the best hotels in the city and absolutely one of the best choices when looking to book through Marriott Bonvoy!

Overall, W Kuala Lumpur combines great hospitality, an energetic atmosphere, and personalized service that make every stay memorable—highly recommended!

Yet, no staff member approached him to check on his well-being or offer any form of assistance.

Overall - The W hotel was really nice, the ambience of its interior was really unique.

What a excellent stay, always worth every penny paying staging in a w brand.

W Kuala Lumpur is truly one of the best luxury hotels in KL.

Wonderfull hotel, marvellous room, stunning views on the towers, great staff !!!

My family and I loved this VIP experience. Everything was perfect.

Excellent property but requires a little maintenence on the room front

Compounding our frustration, the service throughout the day was disorganized.

Will return to KL just to stay at this property!

Nothing to complain as everything up to my expectation.

Thank you for a very memorable stay and experience.

Fantastic hotel in a great location in KL.

Impeccable hospitality + gorgeous, modern & vibrant hotel.

Every member of the staff was fantastic.

Comfortable party hotel, luxury with some funk

Good vibe, convenience, friendly staff, clean

It focuses too much on aesthetics.

And that includes other W Hotels.

Thank you W hotel Kuala Lumpur!

I guess the hotel obey SOP.

Overall, a truly unforgettable experience.

The hotel was absolutely beautiful.

Highly recommended for young professionals

Beautiful stay indeed :)

Special thanks to Elaine who prepared a warm and lovely set up arrangement for my birthday, to Kayla and all the breakfast team for their lovely attention this morning, for the receptionnist who checked me in & out and to the one who accompagnied me to my room...!!!

In celebration of our 19th wedding anniversary, we were pleasantly surprised by a colleague of W hotel, Ms Brenda Nicole Voo as part of the W Insider. She pushed in a trolley of lovely surprises including a bottle of wine, chocolates and a greeting card.

An example would be when I was out for a walk and the heat made me sweat alot. Within 2 mins someone was at my room door with bottles of water and an ice bucket to help me cool down! I’ve never had before!

Fantastic staff upon my arrival in Malaysia; my luggage did not arrive, and with 2 kids, you can understand the discomfort... but the concierge team called the airport every day to follow up on my situation until it was resolved.

Raaia asked us about our next stop during our trip and to our surprise, a card and treats from The W Kuala Lumpur were waiting for us on arrival at the St Regis Langwaki.

The staff hospitality especially the bellboy, not so much.. They didn’t help us to bring our 4 luggages & not very welcoming (Welcoming smile only for the rich guest, idk why)

Staff were hit and miss, but most eager to help and make a pleasant start to the day but could see many did not want to be there.

With the wet bar, staff were not interested in serving unless you had the latest fashion or fancy watch, gay or something, just so bad.

Staff were very friendly provided us with free breakfast which was really appreciated and took extra care to enable us to celebrate our occasion

However, the staff responded quickly, and the room was cleaned within an hour, though this delayed our evening plans and dinner reservations.

Sohel gave me the best service ever here, I can’t wait to come back and have this amazing experience again.

Amazing service, from front desk to the waiting staff to housekeeping, everyone was just so approachable, helpful and KIND!

Organized transport to our next location in Ipoh at much less than many of websites offering car transfer.

The staff is very good and help out with all the arrangement for my surprise anniversary celebration.

I have to highlight how amazing a job Elaine Audrey did with welcoming and accommodating us.

I would like to highlight the excellent assistance we received from the staff, especially Ivy.

Despite the severity of the situation, there was no coordinated response from the hotel staff.

Credit to Aaron who explained everything to us on how things work in the room.

I didn’t feel that it was the premium experience that it should have been.

Friendly and helpful staff (especially Michelle at checkin who gave us so much info)

The restaurant staff during breakfast congratulated us with songs and a pancake cake.

The staff show a genuine interest in you and it’s not put on.

I barely had any privacy with my partner, constantly coming over and interrupting.

Elaine also prepared everything perfectly and made sure our experience was seamless.

There was a staff whom show bad banners at the pool bar.

Housekeeping generally OK, though they've regularly forgotten to refill the coffee milk!

Predip from Style department was super attentive and caring as well.

Poor customer support and bad experience with W hotel Kuala Lumpur.

The hotel offers exceptional service with friendly and attentive staff.

Thank you all for contributing to a memorable stay.

Additionally, the room wasn’t very soundproof; I could hear noise from outside as well as the sound of water flowing through the pipes whenever guests in the rooms above used their bathroom.

I stayed in a room with a view of the Twin Towers, and contrary to what some other reviews mentioned about noise, I was able to spend a comfortable time without disturbances.

There’s an alarm that keeps on ringing in interval outside my room (2016, 6-7/11/2023). I am not sure what triggered it but it would be perfect if the management could investigate.

The sound insulation is average; on the second night of my stay, the neighboring room held a party until four in the morning, making it impossible for me to sleep.

First time my family have stayed at W KL and we all very much appreciated the upgrade to make our stay so comfortable and relaxing, including adjoining rooms.

The hotel had our room ready and as a Siler Elite member they upgraded our one night stay to a Corner room to make it a special stay.

They found out that we were celebrating a birthday there, decorated the room and sent the cake and balloons up to the room when the vendors arrived.

However, the bathroom is rather squashed, perhaps because the room is slightly more narrow than desired (for the design intended by the built in table).

What really blew me away was the view of the Twin Towers — both from the room and the Wet Deck bar.

Room condition and readiness is not really up to W standard (broken glass door rubber, misplace of pencil, dirty washing basin)

Hotel room is nicely decorated and view of the twin tower is visible if you are facing the right side.

I hope the hotel improves the safety and maintenance of its facilities to prevent similar issues in the future.

Please take note that the rooms that had the adjacent door to next room, were not sound proofing.

The hotel is located starting 8th floor of the building, which means there are no low floors.

The cleanliness was great not to mention the incredible location and views of the Petronas Towers!

Big room, many mirrors , face cleanser provided is a plus and very comfortable bed.

It is surprising that a hotel like this does not have good sound insulation.

The room is amazing and enjoyed it so much with the Wonderful Team.

In our room there were loud construction sounds on our first day.

The rooms were average in terms of in-room facilities and functionality.

I have dust mite allergy so its easy to notice that.

Simply fabulous room with a view of the PETRONAS TOWERS.

The expensive room with the Petronas Twin Towers view.

Shower had excellent pressure, bathroom was a great size.

The room was very cozy, especially the lighting.

The rooms are cute with very comfortable beds.

Room spacious, amazing view from the window.

The room is spacious, beautiful, and modern.

Amazing view and high tech room

Rooms are chic, spacious & clean.

This is not a flaw of the hotel, but during my stay, there were nightly concerts and events at the Twin Towers, which made it a bit difficult to go to bed early.

When I approached the bar to request the names of the staff involved and the contact details of the general manager, a woman named Maria eventually spoke with us.

The massive pool of water next to the hotel made it hard to walk over KLCC, wished the construction site was not right next to the hotel.

The W Kuala Lumpur is conveniently located right next to the Twin Tower, and also not far from the Pavilion, making shopping and sightseeing effortless.

It is in an amazing location, phenomenal views of the Petronas Towers and close to many “local” restaurants/stalls and also several Michelin star establishments.

Uhm nothing much just that the area of the hotel off la but still ok since im staying inside the hotel only haha

I'd personally highly recommend W KL—not just for the contemporary designs and location, but for the people who truly make it special.

The view is amazing, didn’t mind the singing at 6am from the temple below but a heads up would have been nice.

This hotel is right in the heart of Kuala Lumpur and has easy access to all major landmarks in the city.

W Hotel’s prime location made exploring Kuala Lumpur a breeze, with major attractions and shopping districts just a short distance away.

Great location - very central with amazing view of Petronas Towers and access to nearby KLCC shopping centre and LRT station.

Unfortunately in Malaysia there are always very loud motorcycles with adapted exhaust so the room was a little noisy at night.

The location of hotel is very strategic, ample parking space with easy access make our journey to the hotel seamless.

Noise from the pool bar until after midnight every night doof doof pretty much ruined a good night sleep.

We stayed can see Petronas twin towers plus nasi kandar pelita just next to the hotel.

The location is PRIME prime. Just opposite of klcc, so you can walk there.

Super hotel, super location, very convenient position, everything is within walking distance.

Hotel located next to klcc makes Easier to dine and shop anytime.

If you look for quality, sevice, location definitely stay here

It's easy to get around the city by Grab taxi.

As a regular W guest the hotel was first class

The location and the exceptional view of the towers.

Needed taxi’s to get to Bukit Bintang (main area).

Nasi Kandar Pelita on left side, stone throw distance.

It’s literally 2 mins walk from the Petronas.

Great location, great food, beautiful rooms, friendly staff

Phenomenal hotel in the heart of KL

Location perfect right next to twin towers.

The Hotel is on a superb location.

Awesome Hotel in the city center!

One of the best breakfasts I've had in a hotel: truly endless choices, with fresh juices and smoothies, delicious Nutella muffins (I couldn't believe it), excellent cheeses, and the option to order a la carte.

Breakfast was rich in choice and sometimes we got even too much attention - two of us were two frequently interrupted to ask if we need anything, it felt overwhelming.

Although spending more than 1 hour everyday in the breakfast, I had to cancel an order, because I had to leave the hotel for a day tour.

The local coffee drinks from the made to order menu were so delicious, I kept asking for them during the remainder of our trip to Malaysia!

It’s better to have little more vegetarian dishes, this will help the vegans to have more attraction rather going out for the vegetarian dishes

Breakfast staff especially Haniz was good at helping us and the rest of the customers, he even served a birthday waffle on the house.

I would rate it a 5 as I have stayed in other hotels in KL and the flavour of food there is much better.

The breakfast buffet was varied, with high quality and a great mix of western, asian and local cuisines, again paired with excellent service.

Breakfast buffet was one of the best I have seen ( I travel a lot) and food was fresh and very enjoyable.

The breakfast buffet was very diverse, to the point where I was unsure what to eat, and it was also very delicious.

We would like to mention the following staff for their service.. Chef Su, Fatimah and Wan who were there during our breakfast.

Breakfast each morning was a delight, offering a wide variety of hot and cold dishes, international favorites, and fresh local specialties.

What's most special about the breakfast buffet is that they have a table breakfast menu, so we can order from it.

I also ordered from the menu, but it seemed to have been forgotten, so unfortunately, I couldn't eat it.

A special shoutout to Luqman and Salam for making our birthday extra special with a surprise during breakfast.

When it arrived, I had already solved the problem doing it on my own in the expresso machine.

Extended family breakfast @ Flock on Sunday (after the wedding) was memorable and so enjoyable.

I noticed it happened not only to me, but to other guests as well.

Breakfast is international which offer different variety of choice, local, Chinese and Western.

Breakfast in the room was a delight, with impeccable presentation and flavor.

The breakfast spread was lovely and my family certainly enjoyed their stay.

The breakfast was average with the selection lacking in quality.

It has a great spread of food for breakfast.

Provided us with free breakfast which was really appreciated

The buffet is varied and of high quality.

Excellent breakfast buffet exceeded all my expectations.

The breakfast is good and varied.

Very good Asian and continental options.

The breakfast buffet was super

Super lovely hotel, magnificent breakfast!

The pool bar service was sometimes very slow & on an evening there is a different younger crowd, there for drinks & instagram pics of the tower view, music can be very loud.

The next morning the pool was cleaning the whole morning until we checked out ( when they told us only 1 hour ) so we was hang around the pool until check out.

At first, I was guided to a seat in the back, but since there was an open table, they moved me to a poolside area with a view of the Twin Towers.

Great service and seating options to have lunch or late snacks by the pool as well, and typical W vibe with cool design everywhere, decent music and great atmosphere.

The biggest problem is that people from outside the hotel can come into the pool area for a very affordable price, which leads to a very low-end atmosphere.

Once again accosted as we went to sit down, have you booked, we explained we were residents of the hotel, but it was a barrage of questions.

The music from the pool was loud and played well into the night but we didn’t mind as this hotel is meant for the younger crowd.

The hotel pool is a great place to chill, it looks straight at the twin towers, and at night it turns into a party space.

We got ready for the evening and went to the pool deck for a drink and photos of the impressive towers opposite.

The Wet Deck is a must-visit, vibrant with great music, an incredible view on the Petronas Towers and a fantastic poolside vibe.

The pool bar was closed for private events from 6pm until 9-10pm on 3 out of the 6 nights I stayed there.

I was recommended that the bar was fantastic, so I mustered the courage to go to the WET Deck where party-goers gather.

At the pool we were met by an employee who without a greeting went straight into,"have you made a booking"

The pool is not a traditional relaxing refreshing area, more like people paying to be seen, disappointed.

The pool has a fantastic vibe with DJs playing (but still a family feeling) and city views.

The hotel has a cool bar and pool, one of the best views of the Petronas Towers.

The pool bar is chill during the day and a scene at night (especially on the weekends).

The pool and pool bar are awesome, I haven’t seen a pool bar this big in Asia.

Cool breezy day hangout location and awesome party at night, looking directly at the lit-up twin towers.

The pool area needed sun loungers though, it just had uncomfortable chairs that weren’t convenient of comfy.

At this time of year, the pool only gets direct sunlight until around 2 PM

The pool is very nice, but there is relatively little space for sun loungers

Not sure if they don’t want people using the pool- but not inviting.

The swimming pool’s design and ambient lighting make the evening feel magical.

The pool was chill as well, and there’s KLCC as background.

Amazing place with surreal views from the pool are at night.

The pool with a view of the towers is magnificent.

The pool bar seems to be the main focus here

The pool area is a true show stopper.

Great view from the pool of the Towers

They may be subtle and stylish but what use is it if guests can't figure out how to operate a simple thing like the lights????

The payment is so confusing they had to double charge my debit and I haven’t receive every single dime of my 1st debit payment ..

The hotel's amenities were top-notch, from the stunning pool with breathtaking views of the Petronas Towers to the well-equipped fitness center.

They have renovation and drilling, big noise, I would not book it if I know there were renovation undergoing.

Only thing we found difficult & irritating is the lighting -- the light switches are too difficult to operate.

We stayed on the 19th floor, and the noise from the road slightly disturbed our sleep at night.

The hotel smells amazing, is so clean and the amenities are spa like, with facial cleanser too.

The wet floor bar was amazing, great music with DJ every night, fantastic sound system quality.

The pool is beautiful and large, nice location but some tiles are broken here and there.

The facilities and amenities are exactly what you’d expect from a true five star hotel.

The wet bar on the 12 floor has the best view to the twin towers.

I can't say enough great things about this hotel, it's facilities and it's staff.

Deco was nice though its been the same for the past 7 yrs .

It seemed that there was a slight overuse of pink in the design.

Everything are very good about the property, staff, environment and facilities.

The building workmanship does not meet the standard of the hotel.

Room, service, professional, bellboy, and security at the door also professional.

I went to the reception to ask to change the room.

The sound insulation from the street is not very good.

At night the walls began to shake from the music.

Service is customized to meet every request you might have.

I really like the amenities set, it smelled so good!

You can see them from the gigantic terrace.

The food on the terrace was also top-notch.

They turned red on music by the pool.

No one came to me and helped me.

The hotel is modern and not crowded.

What we did experience was exceptional.

All hotel facilities were top notch.

Nice workout was possible ;).

Then when I had effectively finished my plate - and at the second, he came back again and I realised he wanted me to pay ! HLike I was about to run away or I didn't wanted anything else like a dessert or another drink ? Even at Mc Donald's they don't act lile this.

I entered the restaurant to try the buffet, the staff told me the lunch buffet starts at 2:30 PM, but when I returned, they refused on the grounds that the buffet ended at 2:30, which made me order my lunch from the restaurant.

One waiter came when I was close to finish the plate and gave me the bill, I didn't understood I thought it was a mistake and he left.

I order room service once, eat at the restaurant once, and order food at the pool once during my stay, the food preparation time is super slow.

Today i had lunch buffet at Flock.. The place is cosy and up most good service by friendly staff Naqib, Regine, Salam and Keiyh.

Dinner at Wet Deck was a highlight — they serve Japanese fusion dishes, and the salmon nori was so good.

There was an option where we could order for instantly fried noodles and this was so tasty and great!

However, this was more of a personal thing (although 4 of us agreed it wasn't the best choice).

Minimum 45 mins from order to ready, and we just order i.e burger, bolognese for the kids.

Dinner on half board is terrible - had to go to another restaurant for dinner every day.

There were large enough tables for 2 families to sit and we could sit with our friends.

The surprise at Flock with a birthday song and pancakes was a thoughtful and special touch.

Food came 30 mins late, and pasta were cold - but that's the okay part.

The management apologised but it was just too much, it totally broke the good vibe.

The lunch on the 8th floor as the menu selection was a little unusual.

I think it was the best hotel buffet (breakfast and lunch) we ever had.

The food is some of the best food I’ve ever had in my life.

I felt like I had to leave and I was not welcomed there.

Went to use the restaurant once and was disappointed with the selection.

There is also a Japanese cafe with a charming five o'clock.

On Saturday evening I went to the wet deck for diner.

To come solo and go to crazy parties at night bar.

The food is very delicious and in a great atmosphere.

The food around the pool took forever during the day

Had good dinner at Willow which is inside W Hotel.

Lunch at Flock and employee response to our concerns.

The food was also delicious and exceeded our expectations.

The food served at the wedding dinner was average.

We also enjoyed lunch at the Flock restaurant.

Not sure why it take so long.

I added an extra night because our flight was late at night, but the card that gave me access to the elevators had been blocked, making it impossible to take the elevator. I had to wait for a guest to go up in the elevator so I could make a complaint to a manager; it was almost as if we were squatters in the hotel, which I did not appreciate.

A lot of trouble at reception upon our arrival, due to several incorrect pieces of information from Booking, and we were therefore led to prove our good faith regarding the reservation made through Booking, everything was inaccurate, and we paid an extra amount for our little girl who seemed to be included in the price, as well as for the evening meals.

I stayed on December 22, 2024, and today I still see a hold on my credit card. I consider the duration of this hold to be unreasonable. Could you please remove it, thank you.

When checking in, the front desk staff informed me that my credit card could not be used. I made several international calls to confirm with the bank, which took about half an hour.

As a result, in the afternoon, I was assigned to the lowest floor of the hotel's guest rooms. I had contacted the hotel two weeks in advance hoping for a higher floor.

Our only gripe is that we had to ask 3 times for our luggage to be brought to the room and this took an hour, meaning we were late to meet friends.

When I explained that my flight was later in the day and requested a late check-out, they told me I would need to pay RM 300 to stay until 4:00 PM.

We arrived at the hotel around 10:30, stored our bags, and decided to relax in the lounge before heading into the city, as it was too early for check-in.

It was not possible to arrange a late check-in, which was very frustrating. The reason given was that we had booked via Booking.com, which we did not find acceptable.

Not mentioned prior booking ‘tourist tax’ extra charge was pretty much unexpected, they charged at check out even though we were on a business trip.

The staff told me that I could only get the room key in the afternoon, and the room might change, depending on the afternoon check-in.

They even took the trouble to extend a late check out for us as my daughter was having her examination at The British Council.

They also charged me for mix bar upon checkout which I didn’t touch at all and I realized this when I arrived home.

In practice, the first amount and deposit should be returned to the account, but 2 days have passed and nothing has returned yet.

Just need to make sure u check with the hotel everything before u come if u dont want to break your holiday plan.

Upon arrival at the hotel, the amount for accommodation and deposit is withdrawn, upon departure, the amount is withdrawn again for accommodation.

Why can't you just withdraw the amount for accommodation immediately upon arrival, and pay extra for the mini-bar and that's it?

After 20 minutes, they came to us and said that the room was ready, we could check in.

Although I am still waiting for the e-invoice which they said it will be sent to my mailbox.

We were told it closed at 1am we went upstairs at 12.30am and we’re told everything is closed

I was told that my room wasn’t ready, and I had to wait for about 30 minutes.

Quite confused at first as we needed to go to the 8th floor for the check-in process.

Was given 3 dirty towels when I went for a shower before checking out later on.

Arrived quite late due to heavy traffic from our hometown, but the check-in was quite smooth.

During check in that they found out it was husband and I 5th anniversary.

During check-out at exactly 12:00 PM, I was asked to leave the room immediately.

It was only 11 in the morning. Our bags were already in the room.

Unfortunately, there was no flexibility or willingness to accommodate my situation.

We informed the reception but nothing was done about it.

Got the refund after 23 days since we left there.

About 35 minutes from the airport by taxi, and very easy to get around the city via Grab due to the central location.

I guess partly was because the hotel limo was contracted to a third party company so lack of service quality.

The ride was smooth but little things such as bottle water was not available in the car.

I must stress the transport issue was nothing to do with the hotel.

At the reception they told me that it was a different team.

But these are your problems within the company and not mine.

When I was at the airport no one met me.

I was informed that my request would be fulfilled.

I called 2 times to remind about the transfer.

I came to hotel using the airport limo.

I ordered a transfer from the airport.

I order a taxi.

We used the "Away Spa" facility in the hotel for a massage and the masseuse was really professional and experienced.

The massage is also excellent, surely one of the best I've had in hotels.

SPA was also closed indefinitely.

Enjoy the spa.

The gym looked good but didn't get to try.

The gym could have been more equipped .

The swimming pool and gym were amazing.