Sheraton Imperial Kuala Lumpur Hotel

We had a great stay but maybe the breakfast can improved cos the breakfast they’re serving is not for 5* hotel standard.

A Comfortable Stay with Minor Issues Our check-in experience was fast and efficient, setting a positive tone for our stay. The room itself was beautiful, impeccably clean, and well-maintained throughout our visit. One notable highlight was the doormen - without exception, they were incredibly polite and welcoming every single time we encountered them. We did encounter one issue with the room's outdated air conditioning system. Even after turning it off, the unit continued blowing cold air, leaving the room uncomfortably cold until the following day. The breakfast buffet offered an extensive selection, though the restaurant seemed understaffed during peak hours. On multiple occasions, we waited 10-15 minutes for basic items like milk, fruit, bread, and cheese to be replenished. The juice station attendant appeared particularly overworked, while the omelette chef - though constantly busy - handled orders with impressive speed and skill. Despite these operational hiccups, the hotel's strong service foundation (especially from the wonderful doormen) and well-kept facilities made for an overall pleasant stay.

Disappointing Front Desk Experience, But Excellent Breakfast Service I recently stayed at this 5-star hotel and, unfortunately, was very disappointed with the front desk service. I arrived at 2:00 PM and was told my room would be ready in 20 minutes. However, I was repeatedly told to “wait another 10 minutes” until finally receiving my room key at exactly 3:00 PM. This misleading communication and lack of transparency are far below the standards expected of a 5-star hotel. I had also requested a late checkout at 1:00 PM, which was verbally approved but never recorded in the system—another example of poor coordination and service. That said, the breakfast restaurant team truly stood out. Their warm hospitality, attentiveness, and professionalism were exactly what I would expect from a 5-star property. Overall, while the breakfast service was impressive, the poor experience at the front desk overshadowed my stay. A luxury hotel should deliver consistent excellence across all departments.