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Reviewed 12 January 2017 via mobile

The location was the only plus point staying at this hotel. Staff were not up to par.
We expected higher standards as aloft states that the hotel is a vision of W hotel which I strongly disagree with.
We booked for the 29th and arrival time was 11pm - our flight was delayed not our fault of course informed the hotel for car pick up to be rearranged. Checked in on the 30th early morning around 2am.we were not informed upon check in that we would be charged a no show charge. Upon check out we were shocked that there was a no show charge which we were not aware about. We understand policy and procedures but there was no understanding from the hotel regarding our situation. Everything was black and white. We had no problem paying but were dissapointed that the information was not shared with us upon arrival. We were told there was nothing that can be done and we had to pay the charge. There was no apology at any point. We travel alot and absolutely love the W brand. Aloft do not meet W's standards and should be removed from the spg programme. Saying that Aloft is a vision of W brand is very deceiving. Staff also need more training with customer service. Aloft brand is definitely off our hotel list.

Stayed: January 2017, travelled with friends
Thank helena_anila
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
aloftkls3758, Rooms Division Manager at Aloft Kuala Lumpur Sentral, responded to this reviewResponded 14 January 2017

Dear Ms Parmar

Thank you for taking the time to furnish me with the details of your stay experience.
I believe that our team’s intention may have been mis-understood. At no stage, was there any intent or nor our will, to offend you nor to upset you.
My sincere apologies if at any stage you felt it was inappropriate.

Please allow me to go through your comments and bring some elements of explanation:

- room : I do certainly understand that you had a flight delayed and arrived in the hotel on 30th, 2am. With your initial booking made on 29th, your room was ready at your arrival at 2am. In another way it can be called pre-blocked and guarantee that a room is made available for an early arrival and eliminate any potential waiting time. In most hotels in Kuala Lumpur the standard check-in time is after 3pm on the same arrival day. It is possible that indeed the above information should have shared clearly to you upon check-in and this is certainly a point of training for me to my team.

- staff: I am sincerely sorry if the approach of the hotel talents have made you feel unwelcomed. It is certainly not the intent of the Hotel to trigger discomfort. Your feedback has been shared with my team as an area for improvement.

Once again I thank you for your feedback and look forward to welcoming you back again in the near future and I ensure your journey reflects a proper Aloft experience.

Thank you

live.life.aloft

Angelia Ku
Rooms Division Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 January 2017

True to the W identity, Aloft Kl is really cool and trendy and its location is superb. The room is very spacious and comfy. Its like you are totally transformed into another world. Checking in and out is very fast and easy.

  • Stayed: January 2017, travelled as a couple
    • Value
    • Cleanliness
    • Service
Thank melmel75
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
aloftkls3758, General Manager at Aloft Kuala Lumpur Sentral, responded to this reviewResponded 17 January 2017

Thank you for such an awesome headlines, melmel75!

I hope you enjoyed your staycation with us and feel free to visit us many more times.

Live.Life.Aloft,


Greg Gubiani
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 January 2017 via mobile

Stayed for two days on our way back home from a trip to Vietnam. The hotel was very conveniently located in Dental - quite literally directly above the terminal for the buses from the airport (Aerobus/Skybus 12myr).
We added an additional friend to the booking on arrival and not only were we accomodated without a problem, the beautiful Melodie at reception upgraded us to a larger room.
The staff couldn't have been better - friendly as anything and utterly professional with plenty of reliable local knowledge to help you get the most out of the stay.
The rooftop pool was wonderful!
Even after check out, we were able to use the pool, gym and shower facilities at the end of the day before our long haul flight home. Most welcome given KLs humidity.
Just amazing!

Stayed: January 2017, travelled with friends
Thank BillieHollie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
aloftkls3758, General Manager at Aloft Kuala Lumpur Sentral, responded to this reviewResponded 13 January 2017

Hello BillieHollie,

Thank you for being our guest and thank you very much for giving your insight during your stay, and thank you again for the generous word you have dedicated to our talent, Melody.

Trust you had a safe journey back home and hope your travels will bring you back to South East Asia.

Live.Life.Aloft,


Greg Gubiani
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 January 2017

I stayed here with two friends and
The location is great, we got the bus from the international airport and the bus stop is right next to the hotel. Lots of places to eat nearby. Also close to the train station which is a good way to get around KL.
The front desk staff were polite and super helpful, they really went out of their way to make our stay perfect.
The room was incredible, clean, comfortable with awesome view.
The rooftop infinitely pool was breathtaking, after having a swim we relaxed by it for a few hours in the afternoon/evening drinking cocktails and eating chips.
We checked out in the morning, but didn't fly until 11pm, so the staff let us store our bags for the day and offfered us the chance to have a shower before we left, we were even allowed an extra swim in the pool!!
Wish we were staying longer!

  • Stayed: January 2017, travelled with friends
    • Sleep Quality
    • Rooms
    • Service
Thank susansmithe2017
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
aloftkls3758, General Manager at Aloft Kuala Lumpur Sentral, responded to this reviewResponded 13 January 2017

Hello susansmithe2017,

We thank you for this great review and I am glad to read of your wonderful experience.

Thank you again for sharing and do come visit us again anytime soon.


Live.Life.Aloft,


Greg Gubiani
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 January 2017 via mobile

Great hotel with excellent rooms and great vibe. Located right next to KL Sentral station and monorail and next to new Mall. If you walk through the mall you are in little India where there is a great bar to visit and lots to see if little India. The hotel has and smashing rooftop bar and infinity pool. Drinks are well priced and happy hour starts at 5:00pm till 8:00pm. The fries with cheese sauce are to die for and I loved their Singapore sling. We travelled via monorail or taxi to wherever we wanted to go. Will stay here again as staff are excellent

Stayed: January 2017, travelled as a couple
Thank maflatter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
aloftkls3758, General Manager at Aloft Kuala Lumpur Sentral, responded to this reviewResponded 13 January 2017

Our location is indeed one of our greatest assets, maflatter. Thank you for your comments, and please visit us soon, we will be happy to be your host again.


Live.Life.Aloft,


Greg Gubiani
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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