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“A marked decline in service standards”

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Grand Hyatt Kuala Lumpur
Ranked #2 of 350 Hotels in Kuala Lumpur
Certificate of Excellence
Reviewed 9 December 2017

This used to be one of my favorite hotel in KL (see my prev reviews) but this last trip changed my view drastically. Gone are the professionalism and courtesy of the staff - doormen seemed distracted - noone to offer help with luggage. The security guard on the lobby floor was more interested on the floor instead of pressing the lifts or just a general lookout of guests. Asked for extra bottles of water and other amenities but one has to call each requests twice and it takes at least 45 minutes and one item is often left out. Upon delivery the service attendant seemed unhappy I requested water or mouthwash - no apologies for the late delivery, no smiles and no thanks. By the end of my three night stay I wondered what had happened to the excellent service I once enjoyed - the politeness and warmth has evaporated! The front desk staff didnt bother asking how my stay was - she was sullen. With the Four Seasons, W and other new hotels opening in KL in 2018, its probably worthwhile to bring my business elsewhere to a place that value service and repeat customers

Room Tip: Have a room away from construction site
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  • Stayed: December 2017, travelled on business
    • Value
    • Rooms
    • Service
1  Thank glnomad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GHKualaLumpur, General Manager at Grand Hyatt Kuala Lumpur, responded to this reviewResponded 12 December 2017

Dear glnomad, thank you for your recent patronage and below written review. We sincerely apologise for the experience that you had gone through which is below the levels that we aspire to achieve. We have taken all feedback on board with endeavour to relook into our service to improve in future. We hope that you will return again, so we can turn around your impression of the hotel once more. Kind regards, Robert Dallimore, General Manager

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Reviewed 9 December 2017 via mobile

A good location which delivers the expected Grand Hyatt experience. Room layout was good. Club lounge was well appointed with nice views of Petronas Towers. Spa was okay but rooms were noisy (could hear all the vehicle traffic outside). Staff were friendly and helpful. Breakfast was okay. A bit disappointed that during my entire meal, no one came over to ask/take a drink order - so service was a little lacking in that regard. Taking one set of lifts to the lobby and then needing to transfer over to another set of lifts to get to your room is a little inconvenient but wouldn’t prevent me from visiting again.

Stayed: October 2017, travelled on business
Thank ThePrincelyTraveller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GHKualaLumpur, General Manager at Grand Hyatt Kuala Lumpur, responded to this reviewResponded 12 December 2017

Dear ThePrincelyTraveller, Thank you very much for sharing your generous impression of your visit to the hotel. Great to hear that you enjoyed the view from the Grand Club Lounge which we agree too, it is spectacular. Your feedback on the service during breakfast hour have been taken note of and we will highlight it as part of our service improvement needs. We can understand your sentiment of the lift system, designed for guests to enjoy the majestic Twin Towers view also due security measure. We do hope to have many more opportunities to welcome you back again. Best regards, Robert Dallimore, General Manager

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Reviewed 9 December 2017

What a great hotel, with an exceptional location, great professional team to welcome you and look after you.
You truly feel the Asian hospitality in every corner of the hotel without doubt.
I had a spectacular room overlooking the towers, great spacious, luxurious finish and amenities.
I felt very much pampered!
Great place where I will definitely return.

  • Stayed: October 2017, travelled on business
    • Sleep Quality
    • Cleanliness
    • Service
Thank Stephane V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GHKualaLumpur, General Manager at Grand Hyatt Kuala Lumpur, responded to this reviewResponded 12 December 2017

Dear Stephane V, this is such a lovely compliments and the team is most appreciative to hear of it. Thank you for posting your review and we are pleased to hear that this has been a memorable experience for you. We hope to welcome you back soon. Best regards, Robert Dallimore, General Manager

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Reviewed 8 December 2017

This hotel was amazing, staff were highly professional, very polite, helpful, always smiling. Location is superb with easy access to all the malls. Breakfast is superb lots of variety in cuisine. Rooms are well appointed. Lobby is stunning couldn’t ask for a better view of the whole city.

  • Stayed: November 2017, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hyatt Hotels
2  Thank Juliekass
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GHKualaLumpur, General Manager at Grand Hyatt Kuala Lumpur, responded to this reviewResponded 12 December 2017

Dear Juliekass, Many thanks for being our guests and most happy to hear that our passionate team have extended the well-deserved care and service to you. We are all delighted and motivated by this nice accolade. We look forward to welcoming you back again, hopefully soon. Warm regards, Robert Dallimore, General Manager

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Reviewed 7 December 2017

We stayed here for only 1 night (unfortunately) on a stopover returning to Australia. We mentioned at check-in that we had just been engaged in Langkawi and we were offered an absolutely breathtaking upgrade (even though we hadn't booked a base level room). The service was quick and efficient, and our rooms views were sensational. We had the largest room I have ever stayed in - 2 bathrooms, dining room, huge living room, walk-in robe etc, and all with floor to ceiling, full wall (corner room) windows. We went up to the Thirty8 Bar for some martini's as well which were delicious and again even more breathtaking views. The concierge happily arranged a taxi for us to the airport at 5am. An absolute must visit for anyone looking for views of the Petronas Towers, as well as a bit of luxury.

Room Tip: Be sure to select a category with Tower View, it is definitely worth it
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  • Stayed: September 2017, travelled as a couple
    • Location
    • Rooms
    • Service
1  Thank NeedToSeeItAll
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GHKualaLumpur, General Manager at Grand Hyatt Kuala Lumpur, responded to this reviewResponded 8 December 2017

Dear KRob147, warmest congratulations once again on your recent engagement! We are happy to know that you had a pleasant stay with us and thank you for the positive feedback on our team’s competent service. Thank you too for your compliments and we indeed agree, the view from THIRTY8 is stunning, what’s more with a martini in hand :). We look forward to welcoming you back again, hopefully for a longer stay too! Warm regards, Robert Dallimore, General Manager

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Additional Information about Grand Hyatt Kuala Lumpur

Address: 12 Jalan Pinang, Kuala Lumpur 50450, Malaysia
Region: Malaysia > Wilayah Persekutuan > Kuala Lumpur
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #2 of 350 Hotels in Kuala Lumpur
Price Range: $188 - $379 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Grand Hyatt Kuala Lumpur 5*
Number of rooms: 411
Official Description (provided by the hotel):
Overlooking Petronas Twin Towers and adjacent to Kuala Lumpur Convention Centre, Grand Hyatt Kuala Lumpur is a five-star luxury hotel strategically located in the heart of Golden Triangle shopping and entertainment district. Features 411 guestrooms including 42 suites, also showcased as having one of the largest entry-level guestrooms in the city. Highly versatile, host dynamic meetings and events at our seven event spaces. Experience interactive and authentic dining with our three vibrant restaurants featuring interactive show kitchens. Rejuvenate with traditional Malay healing and ramuan at Essa Spa, unwind at our outdoor freeform swimming pool surrounded by tropical greenery or stay fit at the 24-hour fitness centre equipped with the latest strength and cardio equipment. ... more   less 
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