Let's stick to the facts in the order we encountered them:
- We booked 11 nights in a Deluxe Room with city view on a 'bed and breakfast' basis;
- We were led to our room by a bell-boy and slumped into the beds following an extenuating 9-hour flight and 1-hour airport to hotel transfer. Upon waking up, we realise why the curtains were pulled and closed: we were overlooked by flats from the other side of the road. we were blessed with no new of the sky in whatever angle you would contort yourself, but for about 3 minutes of the day, you could catch a sun ray of about 15mm width. Wow...
- The bathroom:
There was no soap for the first day. They repaired their mistake and left us with more than needed, a surplus of 11 discs on our last day.
Worse: there is mould everywhere in the bathroom: the drain, the tile joints on the wall... plus we have had to call a plumber four times to unclog the toilet over our 11 nights' stay. The mirrors and all surfaces exposed to drips/splashes around sink were never cleaned, as the ceramic-tiled walls of the room which bore the traces of hands from previous clients...
Still worse: the water is very hard/scaly, causing me unending itchiness after bathing.
- The room.
For the reminder, we had purchased a 'city view' room. But upon waking up from our first slumber, we realised upon opening the curtains that there were occupied flats (complete with unmade beds, kitchens and washing machines) just across the road overlooking us...
When we displaced the beds to make sleeping space for our two children, we were assailed by dust having gathered over many many years from underneath their previous position. The same dust was on every horizontal surface you can imagine the bed headboard, the night lamps, the TV set, etc.
Since we were not guided into our room, it is only on the third day that we discovered the complimentary tea bags and fridge located beneath the TV set (strange placement; it will be from only design contradiction in this hotel). And then the welcoming note: a dusty plastic-coated letter dated in January 2015!!!
The air conditioning was too aggressive: it could not be adjusted to a warmer temperature, so it was either too harsh or just had to be switched off. So, I had to wake up at night to ensure that my children were neither bathing in their own perspiration or not blue from cold.
The interior architect managed to provide a pair of bed level night lamps, one of which I bumped into and broke with my forehead - it was in GLASS! I was very lucky not to have been cut/blinded by the shards. When the hotel representative came up to reprogram the cards, the first thing he talked to me was to complain about the breakage and the associated reduction in the RM200 deposit made during checking in. He remained completely indifferent and deaf to my concerns about the room and amenities. Same attitude at the reception and over the phone by those who took the calls after more than 15 ringing tones...
- The meals area.
You are required to recite your room number every single time you come in for breakfast. Even if it’s the tenth time you are coming down for the meal, the Maitre D’ pretends he/she never saw you before, and not even acknowledges your ‘hello’, ‘good morning’ or whatever greetings you may utter. This first breakfast was only a prequel of the highly variable level of warmth the staff can display. Hopefully, the cooks were always great, and the omelette specialists have very good manners. Otherwise, the options are very monotonous – if you want variety, every odd day red watermelon was replaced by yellow watermelon, chicken sausages by jacket potatoes, and that’s about it! Otherwise, you have to ask for plain water (only icy cold and boiling hot is available: mix them if you want room-temperature water)
- The swimming pool
It may seem a great idea to locate a swimming pool on the third floor and therefore shield it from the scorching heat of outside. However, lack of sunlight exposure causes the water to remain icy cold, and for bathers who happen to dive, it's a cruel reminder of the poor design of the hotel amenities. On top of that, you would be well-advised to wear swimming goggles, as the water will irritate your eyes from the suspended particles that remain in the unfiltered water. These particles can be seen only at certain times of the day, or when the pool attendants have the courtesy of switching on the pool lights. But then, you will notice how this hotel badly needs a refurbishment: the paint and concrete surfaces are getting spalled from exposure to the chlorine emanating from the pool. Plus there are old flashings, screws and supports formerly used for decorations that still protrude from the columns. But health and safety hazards do not stop here: there are bare electric wires near the showers. Ah, be warned that the showers do not have any doors - nice to see you manage to wash off that excess chlorine from your skin, and then see that there is no privacy to change into dry clothes: you will be left with walking to room with wet clothes under that super-aggressive air conditioning.
- The hotel lobby/reception area
Well lit, but unwelcoming staff: during the 10 days' stay, despite clocking an average of 4 passages per day, none of the attendants ever opened the door for us, nor acknowledged (verbally or even a nod) my hearty 'hello', 'how are you?', 'good morning', 'good evening'. I have seen more enthusiastic 'Willkommen' in no-starred 25EUR/night IBIS 'hotels' with a robot clocking-in machines opening the door for me...
The indifference of the reception to the objective problems of the room (air conditioning, bathroom, toilet, etc) was most revealing, as the same hotel staff were often seen exchanging pleasantries with clients of Arabic, Malay or European origins, but never with those like me, which betrays their 4-star status as a sham.
- The location
probably the only positive point: this hotel is within 2 minutes' walking time from the Bukit Bintang's Golden Triangle, where there is a vivid cultural event at any time until late night, especially near the Starbucks/McDo outlets. The Lot 10 mall is a very nice place to eat and shop, as well as many malls very close Sungei Wang (opposite), Low Yat Plaza or Berjaya Times Square and Pavillion. But remember that there are many other options like Park Royal Hotel and others in the same area.
Overall, based on the above facts:
If you are an Arab, Malay or Westerner, and with low reluctance to dirtiness, as your origin will elicit more kindness from the staff who will pamper you, then you should feel that it could be a nice place for you, and you'll probably have a nice stay.
It is objectively a lousy hotel plagued by petty, prejudiced staff callously lacking any empathy, decrepit and dirty infrastructure that begs for a refurbishment; this would warrant a total refund for the price. Surely this is NOT a four-star hotel.
NOTE to Hotel Royal: your most dignified reaction to this review (remember, I paid for a service that was not given to me, and I'm not paid to promote your thing) would be tackling all these factual problems that I have highlighted for you for FREE instead of desperately attempting to throw anything at me. Ah sorry, I'm already guilty of not being Arab, Malay or Westerner.
- Official Description (provided by the hotel):
- Business-oriented 20-story Hotel located at the heart of the business center, 100 meters from Bukit Bintang Monorail Station & 50 km from airport. ... more less
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- Also Known As:
- Coronade Hotel Kuala Lumpur