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.

The absence of welfare procedures, the complete lack of emotional support, and the utter failure to express any gratitude for my partner’s heroic actions were beyond disappointing—they were unacceptable.

Everything was perfect, the view, the staff, the design, the comfort, the quality of the breakfast, the location, the concierge, ...

The decor, service, ambience, and the legendary W Bed just makes W hotel our favourite hotel of all time!

Really happy with my stay and will definitely stay in this hotel again when visiting Kuala Lumpur.

Thank you so much, Nino, Emma & Billy Eyelash, I am truly grateful and inspired.

The interior is kind if classy for me which makes it nice to stay

Decent place to stay if u have extra money to splash on yourself!

My stay at W Kuala Lumpur for a birthday staycation was fantastic.

Had to give this review as the service is simply outstanding.

Loud techno party music at night# definitely wont be coming back.

Overall very nice trendy hotel, excellent friendly staff and service…

I had a fantastic stay at W Kuala Lumpur!

I will rebook W when I visit KL again.

The best W hotel I’ve ever been to!

This was a really stylish and modern hotel.

A much needed staycation without family and kids.

There hotel service was at best ‘okay’.

Would definitely recommend this hotel to everybody!

In short, I recommend it 100%.

I love everything about the hotel.

This hotel is the best 👍🏻

There was WOW around every corner!

Convenient, comfortable and great service.

Excellent hotel and great location.

Overall a very nice experience.

In short, everything was perfect

What a great hotel.

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!

Ila from housekeeping went above and beyond, not only ensuring my room was spotless but also swiftly resolving a minor issue I had with my initial room assignment – a truly impressive display of service recovery.

Particular recognition deserved for nuno abreu and raaia, who were so kind and professional and always made a point to ask us how our trip was going and offer local recommendations!

I would like to extend a special commendation to the Manager Sean Lee who went above and beyond to ensure our needs were met with a friendly and proactive approach.

The staff were friendly and kind, and they spoke to me in a way that was easy to understand, even though I am not good at English.

All of them did an outsanding job and deserve praise ! They went above and beyond expectations ! This is a real Marriott team❤️

Would also like to recognize the housekeeping team, especially Aladdin, who did an incredible job making our room feel amazing every day.

The standards of service were some of the highest we have ever experienced (and a special thanks to Sean in management).

She is a true superstar in hospitality and was able to assist with all our queries and planning assistance.

Thanks Brenda, #1 INSIDER Manager across the whole of Asia Pacific, for always managing my stays so seamlessly.

I'm writing to express my sincere appreciation for the exceptional service I received during my recent stay.

Amazing staff in all areas, couldn't have felt more welcomed on arrival or at anytime other time.

The bars are really good (wet deck and flock) with both managers being excellent in service.

I have also seen this man be little and abuse staff in front of public.

The front desk team was efficient and welcoming, setting the tone for our entire visit.

They were very customer oriented , cheerful and makes us comfortable throughout our stay.

The staff can’t do enough for you and go above and beyond to help.

Throughout our 9 day stay the staff went above and beyond every single day.

The hotel manager was very attentive and pleasant the way she greeted everyone.

Service was top notch, the staff really made you feel comfortable and happy!

We felt welcome right from the moment we stepped in at the reception.

The staff is very helpful and friendly, and gladly assists without hesitation.

I gave feedback to the staff 3 times and it didn't work.

The staff is very attentive to guest needs at every interaction.

Such dedicated individuals truly make a difference in the guest experience.

The service was outstanding, and we were taken care of.

The personalized service you’d normally receive was definitely lacking.

I will share a photo of the male staff.

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.

Unfortunately the air conditioning in my room kept shutting off and they had to come and fix it at 4am as it was very hot in the room.

Also, our suite wasn’t ready until 5pm because previous guest decided for a very late check out which should not have become our inconvenience

We loved our room, which was immaculately clean (I could find dirt in a surgical theatre!) and our view was to die for.

We had booked a suite which wasn't ready so they gave us another room to rest and leave our stuff in.

Our room was modern, spacious, and perfectly comfortable with the added bonus of a direct view of the Petronas Towers.

I paid a lot to sleep peacefully but turns out I had to bare the loud music till 2am.

I would have thought that would be on the check list when the room is declared ready.

The next morning we requested a room change and the staff moved us up 10 floors.

These issues affected the comfort and relaxation I was expecting from such a high-end hotel.

My room was facing the bar and I couldn’t sleep coz of the noise.

My son was injured due to a bathroom drain that wasn’t closed properly.

The bed’s are very comfortable, and good air con / temperature control.

The rooms are clean, lovely decor and the beds are comfortable.

The bed was exceptionally comfortable, ensuring great sleep throughout the stay.

The room, the view, friendly staff, clean and great location.

The bed was very comfy for a good night sleep.

Our room swiftly made up so we could rest.

Everything on the room is well organized and arranged.

Our shower was terrible leaked everywhere bad design.

The rooms are clean, spacious, and well-equipped.

The room was definitely spectacular and perfect!

The rooms are super nice and modern.

Room huge and so well appointed

The room was gorgeous and huge!

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.

Had the most amazing experience at this gorgeous and extremely well situated hotel in the heart of Kuala Lumpur.

The roof top bar gives you one of the best views away from the hussle and noise.

We were told that we could use the amenities and headed to the pool area.

The location of the hotel is absolutely fantastic, you can't make it more central.

We love the location as well, just 5 minutes walk to KLCC.

The hotel is perfectly located with a view of the Towers.

Very good location near everything in the city by KLCC towers.

We arrived by car, a 5 hour journey from Penang.

The British Council, which is located just across the road.

Love the location and close to eatery and KLCC.

The location is very convenient, right in the center.

The location of the hotel is very good.

Plus it's just a 5min walk to KLCC.

The view of the tower was the highlight

The ideal location facing the Petronas Towers.

The location, the facilities were extremely good.

Location and best service and views

Great location, small walk to PETRONAS.

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.

We booked it without breakfast which I wasn’t aware of cos it was a last minute staycation plan.

I loved the breakfast selection, so many choices to choose from it did not disappoint.

When you pay almost 6,000 MYR for only 4 nights, you expect great service.

Since I was already full, it turned out to be a good thing.

Fried eggs and omelettes took more than 40 minutes to be delivered.

The breakfast is the best of all with a wide selection.

Staff working the breakfast should be more attentive to requests.

And other times, we had to look for someone.

They got delicious breakfast with a lot of variety

We definitely recommend taking the breakfast buffet option!!

The breakfast is very good and varied.

The breakfast had a huge selection.

Excellent breakfast with lots of choices

Buffet breakfast was delicious and variety.

The buffet breakfast was delicious.

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

Of course the view of the Petronas Towers at the pool is just unbeatable!

The Wet deck is exciting with a very nice view of the tower.

Swimming pool is not big but the view from there is stunning.

The pool was great too with fantastic views of the towers.

The pool was incredible and a major highlight of our stay.

This can be area to improve, strict SOP in this area.

Drinking while enjoying the breathtaking view was the best.

The view from the pool is absolutely stunning!

And that pool, and its views, are AMAZING!!!

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.

I called and asked to turn it off.

The cleanliness of the toilet could be improved.

There are even hookahs in the bar.

The facilities could not be better.

The facilities are good

Beautiful and clean.

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.

Thank you for yjr gppd service personally attending us

And breakfast at Flock was very enjoyable.

With a view of the towers!!!

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.

That was an inconvenience for me coz I had to make few phone calls.

We have bad experience during our check in but everything solved in time.

On Sunday I checked out and didn't spent any extra dollar 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.