Originally Posted by
DRGLRD
Recently Mrs DRGLRD and I stayed twice at the Hotel Imperial (formerly Sheraton Imperial) in Kuala Lumpur, Malaysia within a week.
During both stays, the service was well below the standards befitting this once grand hotel. Having lived in KL for a couple of years, I chose to stay at the Hotel Imperial because of the excellent reputation that it once had. Sadly, I can not recommend this hotel to anyone and would personally select one of the other Starwood properties in KL when I return.
The service follies included a reservation for a taxi to the airport at 4:00 am that was not made (try finding a taxi at that time of the morning!), ~50% increase in the hotel charge for the taxi depending on who one spoke with, unfulfilled requests for turndown service, disappearing reservations for hotel shuttles, room service breakfasts that did not arrive and mistakes with the bill. This was brought to the attention of the Guest Services Manager who apologized, made promises and did not follow through. With leadership like that, no wonder the staff service was so poor.
Again, if you have the chance to visit KL, do yourself a favour and do NOT choose the Hotel Imperial.
I found the service there to be of a very good standard during all 4 stays there, 2 prior to the refurbishment, 2 during the actual refurbishment. I've not been back since it's been refurbished admittedly. Everyone was super friendly and efficient, apart from the slightly slow check in/check out during peak times.
You must have got the wrong end of the jackpot during your stay. I hope you expressed your displeasure by writing to the GM.
Whilst I prefer the Westin because of personal preference for more modern decors, I would not hesitate to go back to the Imperial if "the price is right."
Ooh and thanks to whoever made me thread starter of a "master thread."
I'm easily pleased...
