Ratings based on 566 Verified Reviews

4.4 out of 5
89% of guests recommend
4.5 Room cleanliness
4.4 Service & staff
4.5 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler

Great location . Staff was sevice mind

Posted Jan 7, 2017
Location near Monorail train . Staff was service mind . Nice room and comfortable .
3 out of 5
Recommended
for Everyone
by A verified traveler from Singapore

Unpleasant stay and Recognition of the problem

Posted Jan 6, 2017
Pros: Some of the staff at Breakfast were really pleasant...quality of food is Great, the general facilities are really good.
Cons: Customer Behavior Check-in Experience as a Gold SPG member Recognition of issues with the property and working with the customer
Location: great spot, away from the hustle bustle and a mono-rail ride away from the closest shopping, good views all across
the 1st time we checked in on 28/12/16, the air conditioning was down for all 4 nights, the room was literally at 25.5C all night, though the aircon was fixed 4 times the issue never went away. the bigger concern in all of this was the complete lack of acknowledgment from the duty manager and his total lack of awareness around this issue, even after we had lodged a formal compliant. the 2nd time we checked in on 4/1/17, we raised this concern again as we did not want to have another harrowing night of a boiling room. upon discussing the issue in detail with the Duty manager on the day we were questioned as to why he was not aware and he expressed complete disbelif, which we found a bit bizzare as it is not upto the customer to communicate internal organizational issues across the different functions. at the end of all this we were given an upgrade but I dont think thats the point, as a customer we were made to feel as the Hotel was extending a favor...not a good experience in this day-n-age of Hotels differentiating themselves through Customer experience
2 out of 5
by A verified traveler from Melbourne

Nothing but its name

Posted Jan 3, 2017
Pros: Lobby and its name!
Cons: Facilities!
Location: The location was good, but nothing special. If you were to pay this much for a brand hotel, you may as well try other names!
The hotel seems nice from its lobby, and of course pictures. But when you are inside your room, the experience becomes disappointing. The facilities are worn down, old and needed attention. The carpet was dirty and stained as well as the walls. Windows were not clean. Bed linen has hair attached to. Items that were listed on the bar fridge list, weren't actually in the fridge. The sink in the bathroom was clogged and bed head light (one of them) was flickering. And despite of asking them to change, nothing happened during our 5 days stay. I would expect more from this brand!
Comment from Hotel Management
Jan 9, 2017 by Derrick Felix, Hotel Management
We regret to hear that your room did not meet your expectations. Please be rest assured that my team and I take your feedback on board seriously; I have personally discussed the inconsistency and the less than satisfactory aspects of your experience with our in house team and hope that when you return your entire experience will renew your faith in us.
4 out of 5
Recommended
for Everyone
by A verified traveler

Central hotel with a grand feel.

Posted Jan 2, 2017
Service could have been better. No poolside drinks, breakfast took an hour to come one of the days with no complimentary food or ex gratia which made us late checking out. However facilities were good and central location was excellent.
Comment from Hotel Management
Jan 3, 2017 by Derrick Felix, Hotel Management
We apologize for the inconvenience that you've experienced during your stay and we hope that you would give us another chance to serve you better in future.
2 out of 5
by A verified traveler from Melbourne, Aus

Nice hotel however, the service was not good.

Posted Jan 1, 2017
Pros: Clean
Cons: Customer Service.
The staff didn't know what they were doing and had to explain all the time. No one answers the phone when called for reception and house keeping. Had to keep repeating booking details even though they had all our check in and check out details every time they had a different person and every thing had to e explained over and over again.
Comment from Hotel Management
Jan 6, 2017 by Derrick Felix, Hotel Management
We really apologize for the inconvenience you experienced in regards to our service delivery. We will continue to train and inspire our associates to take the necessary actions to ensure that all of our policies are adhered, and to ensure similar situations can be avoided in your future visit.
4 out of 5
Recommended
for Everyone
by A verified traveler from Sydney, Australia

Nice grand hotel

Posted Dec 29, 2016
Location: Located next to Medan Tuanku Monorail station which is a cheap, safe and quick option to get around the city, hotel is also opposite Quill Mall.
The hotel lobby was very grand and set the scene for the rest of the hotel. Check in was slightly clumsy and considering we had a club room, I am unsure why we were not taken to the club floor for check in. Breakfast was good, lots of options. Rooms were spacious and we were provided with plenty of amenities.
Comment from Hotel Management
Jan 3, 2017 by Derrick Felix, Hotel Management
Thank you for your valuable feedback and we hope to welcome you again soon.
1 out of 5
by A verified traveler

Not nice hotel as expectations

Posted Dec 17, 2016
Will not coming back again, very poor services & environment. Room very dirtying & not good services at all....
Comment from Hotel Management
Dec 20, 2016 by Derrick Felix, Hotel Management
Thank you for your comment. We are relentlessly looking for ways to serve our guests better and continuing to renew our service so we do hope that you will provide us with another opportunity in your future travels.
5 out of 5
Recommended
for Everyone
by A verified traveler from Malaysia

Nice Hotel

Posted Dec 17, 2016
We stayed at club room. It was nice and clean. Staffs are very friendly.
Comment from Hotel Management
Dec 20, 2016 by Derrick Felix, Hotel Management
Thank you for your comment on our service delivery and we sincerely hope to welcome you again !
3 out of 5
Recommended
for Everyone
by A verified traveler

Overall good.

Posted Dec 13, 2016
Pros: Efficiency and thank you for upgrading me :)
Cons: Perhaps coach your staff to be more friendly/warm. The whole check-in the staff member standed while me and three guest standed
Location: Great.
Cannot flaw the hotel. Very comfy bed and we got upgraded. However, I just felt the whole experience didn't have any warmth to it. Whilst the staff were efficient and polite it all seemed very transactional and cold.
Comment from Hotel Management
Dec 16, 2016 by Derrick Felix, Hotel Management
We appreciate your feedback very much regarding your stay and were glad that you enjoyed our upgraded room. We sincerely hope to welcome you again soon.
4 out of 5
Recommended
for Everyone
by A verified traveler from Qatar

Posted Dec 11, 2016
The hotel is nice but quite old (it still uses an old fashioned water mixer for instance). I did not have a good experience with staff (especially through phone calls). They took my in-room order and 15 minutes later, they realized it is 10pm and their restaurant is closed and should not take any pizza orders! Also, I asked them to empty the mini bar because I needed it for storing some food, and the next day, I noticed they filled it again! Not all the staff are comfortable with English. I had some requests that were not fulfilled because of this.
Comment from Hotel Management
Dec 14, 2016 by Derrick Felix, Hotel Management
Thank you for your feedback and we apologize we have missed our mark during your stay. We do hope that you would give us another chance to serve you better next time.