Crystal Suite at Eaton Klcc

We had confirmation and had paid for a four-bedroom suite with three bathrooms, but were given only a two-bedroom suite with one bathroom. They still wouldn’t provide the room we’d booked. When we showed them the details, they could only offer to cancel for free and move to another hotel, which we were happy to do. Don’t book here if you expect to receive what you paid for. Kuala Lumpur has plenty of good hotels with good service, but this wasn’t one of them.

This was the worst booking experience I’ve had in 30 years of travel. We booked through Agoda six months ahead, paid in full, and hoped for a hassle-free trip. I contacted the owner on WhatsApp right after booking; he told me to get in touch when we arrived. Instead, he waited until we had landed, tired and without reliable internet, to say the price was wrong and demand an extra 3000 myr, or he wouldn’t check us in. If the price was actually wrong, he could have told us months earlier, when I could have canceled and found somewhere else. It felt like he waited until we had no options. He offered two choices: pay him cash directly because, he claimed, Agoda paid him too little, or cancel ourselves. I called Agoda support using paid calls from a foreign number, and three times they told me I could cancel for free. That was absurd. Why book six months ahead if the answer on arrival is to leave? In the end we spent four hours in the lobby while Agoda supposedly worked it out. We were checked in and stayed almost a month, but the awful feeling stayed with us. During the dispute, the booking disappeared from the Agoda app even though it hadn’t been canceled, so I couldn’t file a complaint there. I later checked the Google Maps reviews and saw I wasn’t the first to complain about the host. Demanding extra money or cancellation on arrival without force majeure belongs on a blacklist, not a booking platform. Agoda failed me completely. Deeply disappointing.

I’ve travelled for years, and when I ask for early check-in, places usually tell me yes or no. Here they wanted RM 50 for it. I stayed two nights, but the Wi-Fi was basically unusable, maybe working for less than an hour. And this isn’t the only place with a Petronas view.

The pest control chemicals smelled extremely strong and could be harmful to people, which suggests there may be a pest problem. After just a few hours, we checked out because of the smell and got no refund. Stay away.