The Ritz-Carlton Kuala Lumpur

Lorella Yiu

We stayed at the executive king room which is spacious. The room is clean. The hotel itself definitely needs an upgrade. The decor and the maintenance has much room for improvement. The wall of the corridor leading to the room are scratched and looks poorly maintained, with dirt marks or scratches on. Staff is nice, offering birthday cake to me on my birthday. The housekeeping staff are a bit slow when we rang to request extra towels and another time for pillows. The pillows and bedding are too soft for us, and we requested for two firmer pillows but again the pillows provided were soft. We gave up. We had been to other 5 stars hotel which would provide different firm level pillows in the room. Maybe the hotel can consider this. The breakfast is okay, with limited choices of food given it’s a five star hotel. The location of the hotel is excellent. Overall speaking, the hotel needs an upgrade to live up to the par of a five star hotel. The staff is nice and helpful.

Sharif Sha

Exquisite spacious rooms. Booked the 3 bedroom suite. Check in was a breeze. G Mueller, the concierge was super friendly and helpful. So were the other staff in the hotel. Always service with a smile. Location was awesome. Just a walk away to to Pavillion Mall. Will stay here for my future visits.

Anoosh Zain

Did I ever think Ritz Carlton would be disappointing? No. Was I shocked? Yes. Poor quality of breakfast items, nothing tasted good. Pancakes, eggs, everything just seemed bad. The waiters are amateur, couldn’t get coffee orders right, coffee was terrible too. And a waiter dropped coffee in front of my baby and a spoon on his head while clearing the table and wasn’t even apologetic. I wish I could sue them! Worst housekeeping, basically no cleaning just making up the bed and refreshing towels to make it look like it’s cleaned. Who is training the housekeeping at this place? I had hair in my bathroom that wasn’t cleaned for h the whole 3 day visit, funnily even after calling them out for it. The place is really really run down and the carpet is DISGUSTING, they need to remove their carpets or at least get professional cleaners on them, I would NOT stay here again. The 2 stars are only because as platinum elite members we got upgraded to a suite.

Mei San Li

The room was outdated, and the receptionist was incredibly rude and careless during check-in. They mishandled my passport so roughly that the photo page now has an irreversible, severe crease. This incident made me feel extremely unsafe while being in a foreign country. What if my passport becomes invalid? Would I have to waste additional time visiting the embassy to apply for a replacement? This would not only disrupt my plans but also cause me to lose my flight tickets. What upset me even more was observing how carefully the same receptionist handled other passports, especially those from Japan. Is this some kind of preferential treatment? The receptionist, if I recall correctly, appeared to be Filipino. While I appreciate the service and professionalism of the other staff members, this particular employee’s behavior was unacceptable. Their apology was reluctant and insincere, as if they were someone too important to be held accountable. As a renowned and respected hotel chain, I expected much better from The Ritz-Carlton. Hiring staff who are unable to provide respectful and competent service, such as this individual, significantly diminishes the hotel’s reputation and standards.

Maisha Haq

We had a terrible experience during check out. We had to go somewhere for 2-3 hours so the reception called us a cab. After we were done, the cab driver suggested us to make payment to him. So, we did. During checkout, the receptionist named Sat, charged us for the cab. We told him that we already made payment. He made us stand for more than 30 minutes telling us we didn’t. It seemed like a clever way to take extra 300 ringgit from customers without them noticing. We only noticed this because we rechecked the bill. The hotel itself is gorgeous. The rooms don’t have any full length mirror and the bathroom doesn’t have any nightlight. For a hotel that’s supposed to be luxurious, a lot of extra amenities were missing.