Shangri-La, Kuala Lumpur

Booked the summer package with 2 nights stay in the Premier Selection Suite that comes with family access to the Horizon Club and a tent in the suite, which kids love and indeed a brilliant USP. I had to book another Horizon Exec Room for my mum via an OTA ( because at the point of booking, OTA’s rate is cheaper than direct for about MYR 150). Did mobile apps check in for the Premier Selection Suite and received a call from the hotel a day prior , on the room arrangement and told them I had another room booked via OTA and would like to have it next to our Suite, and the request was confirmed. Upon check in, the Horizon Reception seems unaware of the arrangement and reply me with the usual phrase of “all request are subject to availability “. After some further “discussion”, they assigned me a room two doors away from my Suite, contrary to what was agreed. Not a big deal, but this welcoming experience left me with a sour taste, given a reputable hotel. Suite room’s condition was ok, except that the shower head’s flexible hose was broken at the joint between the hose and the shower head. The other Horizon Club Executive room’s condition was obviously worn out. Both rooms don’t have any good view, facing water treatment plant. The suite comes with an extrabed but it wasn’t set up when we enter the room and we have to call and remind them to do it. It should be set up prior to arrival as I was informed of my Suite room number a day before. Kids love the various activities but it wasn’t organized well- the family yoga was supposed to be at the pool side ( as described by the display poster) but no instructor was found. We checked with the pool attendant and he seems to be unsure. At last we found out that the venue has been changed to the gym room due to the haze, which is a thoughtful gesture but an incomplete guest experience execution. Club Lounge experience was good, same for the food selection during breakfast and dinner, but the level of F&B service was rather bland, without any noticeable wow experience. Staff look tired, we see some same faces during dinner and the breakfast the next morning. We didn’t explore the city due to haze and for those who wants a relaxing short staycation, I would recommend getting the Horizon Club rooms so you can kill time at the lounge. Overall a pleasant stay but short of some wow experience, given the price point. Read less

Shangri-La never failed to impress the customers! Be it Malaysia or world-wide, definetely Shangri-La will be in my top 3 choices. They known for their hospitality, membership rewards and delicious food! I had a short stay with my family in early September 2019 and had lunch in Shang Palace and some chill out session with friends in The Lounge. It was simply awesome! We really enjoyed the food in Shang Palace and surely will go again. Had a breakfast in Lemon Garden and needless to say, they are top notch with their wide range of varieties! As a Jade member, they provided fruits, chocolates and milk in the room as a welcome amenities! My suggestion on this, please check with the customer what milk they prefer. In our case, we like chocolate but they gave us white milk which we didn’t consume! Hope the hotel will look into this! Overall Shangri-La is the best and worth the stay and penny! Read less

Visited Kuala Lumpur for business trip for a week. No regret at all when a friend recommended me to stay here. The service given is excellent! Somebody already greeted and escorted me to the designated room and check in process well managed in the room. The location is just perfect! Just walking distance to Suria KLCC and Twin Towers. Had a great time here! Read less