Ratings based on 720 Verified Reviews

3.7 out of 5
79% of guests recommend
3.7 Room cleanliness
3.8 Service & staff
3.6 Room comfort
3.5 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveler

Avoid Novotel KL

Posted Nov 18, 2017
Poor info on wifi and keycards upon arrival -took 3 visits to reception to obtain answers Dirty bathroom - still not clean even after I complained about dirty towels and hair on floor No bath towels provided Non smoking room smelled of stale smoke Overall very poor quality hotel
2 out of 5
by A verified traveler from Malacca

a far cry from coziness

Posted Sep 17, 2017
Pros: location
Cons: everything needs improvement, except for staff service.
Location: lots of eateries nearby, very close to Pavilion mall & walking distance to KLCC through special walkway which is very convenient.
Rooms and everything inside are old. The bed is not comfortable and the bed head emits unpleasant smells. Pillows are so flat. All these bedroom facilities are definitely not up to that of 4-star standard hotel. I booked for a King-size bed, and found that they attached 2 single beds together. It was a disappointing stay. With the price they set, I absolutely won't return here. There are others in the neighborhood offering better facilities with lower rates.
Comment from Hotel Management
Sep 20, 2017 by Marcom/Guest Experience Manager, Hotel Management
Dear eric, Thank you for taking the time to tell us about your experience at Novotel Kuala Lumpur City Centre. We're truly sorry that your experience did not meet your expectations; please allow us to express our sincerest apologies. Your stay experience really alarming, thus making us more wary and attentive to our guest's needs. All your points highlighted here are important to us as your comfort and wellness is our utmost priority. We certainly understand that the hotel is need of a refurbishment which is why we are following up closely with the owning company to carry out refurbishment plans in the near future. In the meantime, please rest assured that we are taking the appropriate measures to address the problem you mentioned and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Faizah Mohamed - Marcom/Guest Experience Manager Novotel Kuala Lumpur City Centre
4 out of 5
Recommended
for Everyone
by A verified traveler from Perth W.A

Always a pleasure and so close to all main shoppin

Posted Sep 10, 2017
Pros: Friendly and helpful staff
Main shopping centres are within walking distance. A 15 minute walk in an air-conditioned overpass walkway and you are at the Petronas Tower shopping mall.
Comment from Hotel Management
Sep 11, 2017 by Marcom/Guest Experience Manager, Hotel Management
Dear Rossana, Greetings from Novotel Kuala Lumpur City Centre. Thank you for sharing your hotel stay experience with us. Our location is very much a plus and we are pleased to know you enjoyed it. Kind regards and we look forward to welcoming you back in the near future. Sincerely, Faizah Mohamed - Marcom/Guest Experience Manager Novotel Kuala Lumpur City Centre
4 out of 5
by A verified traveler

Posted Aug 22, 2017 on Hotels
Comment from Hotel Management
Aug 24, 2017 by General Manager, Hotel Management
Dear Valued Guest, Greetings from Novotel Kuala Lumpur City Centre. Thank you so much for your feedback and this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. We hope your next visit will be as pleasant as the previous one. Sincerely, Faizah Mohamed - Marcom/Guest Experience Manager Novotel Kuala Lumpur City Centre
5 out of 5
by A verified traveler

Posted Aug 1, 2017 on Hotels
Comment from Hotel Management
Aug 7, 2017 by General Manager, Hotel Management
Dear Valued Guest, Greetings from Novotel Kuala Lumpur City Centre. Thank you so much for your feedback and we are delighted to know that you had an excellent stay with us. It is always encouraging to learn that guests are satisfied with our service as it is what we strive for every day. Thank you again for your kind feedback and we hope to see you again soon for another magnifique journey with us. Best regards, Faizah Mohamed - Marcom/Guest Experience Manager Novotel Kuala Lumpur City Centre
1 out of 5
by A verified traveler

Disappointing stay

Posted Jul 26, 2017 on Hotels
Booked through Hotel.com. Was told we can use the Executive lounge but Novotel says we need to pay to use. First room single bed was too small so asked to change to king size bed which hotel oblige. Second room toilet flushing system had problem. We asked to change room and third room also had similar problem. Finally, the fourth room was in a better condition. We did not leave our room until almost 5.30pm from check in time - almost 4 hours. Hotel needs to be refurbished to compete with other hotels in the vicinity.
Comment from Hotel Management
Jul 28, 2017 by General Manager, Hotel Management
Dear Valued Guest, Thank you for your sharing your feedback with us about your stay, your valuable comments will certainly help us improve. We're sorry that your experience did not meet your expectations; please allow us to express our sincerest apologies. Your stay experience seems startling, thus making us more wary and attentive to our guest's needs. We've taken note on your points and a retraining has already been initiated by the Department Head concerned, to the staffs on the correct process and will use your comments for positive reinforcement with the team and keep working hard to continually improve our services. With regards to overall hotel maintenance, we wish to inform you that we will soon carry out refurbishment works to all our guest rooms. It is our hope to welcome you back with a brand new experience in the near future. Sincerely, Faizah Mohamed - Marcom/Guest Experience Manager Novotel Kuala Lumpur City Centre
3 out of 5
Recommended
for Everyone
by A verified traveler from Singapore

Room in need of refurbishment

Posted Jul 18, 2017
The hotel is in a good location but the furniture in the room really quite old. The aircon in the cafe not working for the 2 days I was staying there. I was perspiring while having my breakfast!!! Staffs are friendly and helpful, they placed the towels back after the cleaning up of the room left me with nothing.
Comment from Hotel Management
Jul 28, 2017 by Marcom/Guest Experience Manager, Hotel Management
Dear Shawn, Thank you for your feedback. We're truly sorry that your experience did not meet your expectations; please allow us to express our sincerest apologies. We have communicated your comment regarding the warm air conditioning to our Engineering team for their immediate action and follow up. We're in the midst of cleaning and upgrading the centralized cooling system, thus making some area a bit warm than usual. We're sorry for the inconvenience caused and we hope that you will give us another opportunity to look after you in the near future. Sincerely, Faizah Mohamed - Marcom/Guest Experience Manager Novotel Kuala Lumpur City Centre
4 out of 5
by Sanjay

Pleasant stay

Posted Jun 20, 2017 on Hotels
The best thing about the hotel is the location & proximity to the city centre. Most of the places to visit in the city are at a walk-able distance.
Comment from Hotel Management
Jun 23, 2017 by General Manager, Hotel Management
Dear Sanjay, Greetings from Novotel Kuala Lumpur City Centre. Thank you for sharing your hotel stay experience with us. Our location is very much a plus and we are pleased to know you enjoyed it. Kind regards and we look forward to welcoming you back on some future occasion. Sincerely, Faizah Mohamed - Marcom/Guest Experience Manager Novotel Kuala Lumpur City Centre
4 out of 5
by Chun Hsien

Posted Jun 5, 2017 on Hotels
Aircon wasn't cold enough
Comment from Hotel Management
Jun 7, 2017 by General Manager, Hotel Management
Dear Chun Hsien, Greetings from Novotel Kuala Lumpur City Centre. Thank you for your feedback regarding your recent stay with us as we truly value your opinion. We're sorry to hear that your stay had not been up to your expectations, please allow us to express our sincerest apologies. We have communicated the conditions of your room especially with the air conditioning to our Engineering team for their immediate action and follow up. We're in the midst of cleaning and upgrading the centralized cooling system, thus making some area a bit warm than usual. Despite that we very much value you as our guest and hope that you will give us another opportunity to look after you. Sincerely, Faizah Mohamed - Marcom/Guest Experience Manager Novotel Kuala Lumpur City Centre
4 out of 5
by A verified traveler

Posted May 19, 2017 on Hotels
Comment from Hotel Management
May 23, 2017 by General Manager, Hotel Management
Dear Valued Guest, Greetings from Novotel Kuala Lumpur City Centre. We very much appreciate your feedback regarding your recent stay with us. Thank you for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regards, Faizah Mohamed - Marcom/Guest Experience Manager Novotel Kuala Lumpur City Centre.