We arrived at the hotel after our lunch at the Cantaloupe at Troika at around 1.30pm. Parked our car next to the hotel’s entrance, requested for valet and stood there in confusion, waiting for the concierge team to help us with our luggage for at least a few minutes. No one showed up (I guess we didn’t look expensive enough), and we had to ask one of the valet parking assistant for help. No greetings from attendants from the front desk, no assistance offered even though we stood there with an obvious reason that we needed help with luggage. Alex showed up in the end, helped us with our luggage and we informed him that we will be checking-in on the Executive Club Lounge level.
Alex showed us the way to the check-in counter at the lounge level and we were asked if we would like to have any drinks after being seated. Odie, one of the team members on the Executive Club Lounge floor, assisted us with the check in procedure. The check-in was fast, smooth and efficient. Odie was very professional, and even confirmed with us regarding our requests that we have made in advance with Ivy (Westin Experience Specialist Manager). All in all, we did not get the “ultimate arrival experience” (we usually only have to tell one associate our names, and then would be introduced to the other associates for hotel this standard), and it was a bit disappointing since we booked ourselves into one of the highest category suites in the hotel – The Westin Suite, but at least Odie’s effort made up for it.
We were then led to our suite – The Westin Suite, and learnt that there are only 4 Westin Suites in the hotel, one on each executive floor (31st-34th level). Even though The Westin KL has been around in KL for quite some time (10 years if not mistaken), the Westin Suite was very well maintained.
The Westin Suite offers inviting, contemporary décor and city views overlooking Bukit Bintang, the Pavilion Shopping Centre, and Kuala Lumpur Tower. Each suite features floor-to-ceiling windows that may be opened for a breath of fresh air.
- 807 Square Feet / 75 Square Meters
- Separate Living and Sleeping Areas
- Dining Table for Six
- Two Flat Screen TVs
- Windows in Master Bathroom
- Priority Late Checkout (Upon Request)
- Additional Half Bathroom
- Westin Executive Club Lounge Access
It is a well known fact that that customer satisfaction is not a nice-have but a must have for hotels. When hotels go above and beyond this threshold, customers notice. As the hotel industry exemplifies, exceeding customer expectations can be accomplished by little things. In my previous blog post, I did mention about how Ivy was contacting me through email even before my arrival, and we exchanged a few emails, gave her some information and request regarding our trip (arrival time, bedding requirements and the special occasion that we were celebrating). Her unexpected gestures like arranging a plate of chocolate dipped strawberries, handwritten welcome card and balloons next to our bed upon our arrival created truly exceptional experience for us.
We were granted access to utilize/enjoy the Executive Club Lounge’s amenities and benefits, and went over the first evening for their cocktail session (5.30 – 7.30pm everyday). The lounge was tastefully furnished and decorated, with adequate number of staffs providing quality services.
We were extremely exhausted for the first day of our KL trip – had lunch in the Cantaloupe at Troika, shopped too much in Pavilion (just opposite the hotel), went for a movie in the Golden Screen Cinemas Gold Class after dinner and all we wanted was to have a good night rest. The Westin Heavenly Bed did not disappoint, in fact it might be the best bed that I have ever slept in. Custom pillow-top mattress, layer of soothing Westin linens, plush pillows, cozy down blanket and custom duvet – truly heavenly.
We woke up the next day, refreshed and had two options for breakfast – either to have it in the Executive Club Lounge or in the main restaurant – The Living Room. We opted the Living Room, having read positive reviews about it. We were amazed by the extensive selection of food choices and they even had a built-in bakery in the restaurant.
We then met up with Ivy – The Westin Experience Specialist (KL) for a tour of some of the other room/suite categories in the property. Below are some of the pictures of the most expensive room category in the property – The Chairman Suite. The suite is a two level penthouse with panoramic views of the Twin Towers and the KL Tower.
We did reflect to Ivy regarding to our letdown during arrival at the hotel on the first day prior to check in and some other matters that we were not satisfied about during our stay. Ivy took note of all our issues and apologized on behalf of the team members/associates and took things very professionally. I would have to say that Ivy is truly the superstar of the hotel, constantly delivering personalized customer service. She kept reminding us to contact her whenever we require assistance and that she would organize with the relevant department. I complimented her about how amazing her service was (started even before our arrival!) and she said that it is her job to exceed our expectation.
During our last day before check-out, I rang Ivy’s extension, informing her that I would require assistance for luggage and that I would be performing the check-out procedure on the lounge floor. An associate from the concierge team showed up in the suite 5 minutes later, confirming with our car plate number (in valet) and brought us down to the club lounge level for check-out. We were seated at the lounge, with two glasses of juices, and check-out was performed by Said. Said was very friendly, professional and the whole process took less than 5 minutes.
Before leaving the lounge, we were greeted by Mary – the Front Office Manager and she apologized to us regarding our experience during arrival at the hotel. She escorted us all the way to our car, and we actually had quite an engaging conversation session for a while before leaving the hotel. I would have to give credit to the hotel and its wonderful management/team for the overall service. Mary did make us feel that we were “valued” after all (even when we were already leaving the hotel!)
All in all, I have to say that this is one of the best hotel experiences I’ve ever had. I am very positive that I would be returning to this property the next time when I’m visiting KL again.
- Parking: 8/10 (valet)
- Value: 8/10
- Location: 10/10 (directly opposite Pavilion and next to Starhilll!)
- Cleanliness and sleep quality: 9/10
- Service: 8/10
- Wifi: Yes (for SPG members and guests staying on executive levels)
For more information, please visit The Westin KL’s official site.
199, Jalan Bukit Bintang
55100 Kuala Lumpur