Family Apartment At Berjaya Times Square

We arrived in January 2026 to find a dirty, run-down room, nothing like the Luxury Escapes pictures. There was no reception desk; security called someone, who then came down. We were exhausted from arriving late, and the sheets were dirty. The manager said changing them that night was beyond his capacity, so someone brought us a clean flat sheet to sleep on and use as a blanket. The next day, after we'd confirmed while we were out that the sheets needed changing, they still hadn't been changed. We had to call again, and someone finally came at 10 pm to change them and clean. There was dust and there were cockroaches. It was the worst. Luxury Escapes gave me only a partial refund, which didn't make up for it, and they weren't helpful when I contacted them. I saw another review describing exactly the same thing after I posted mine. I'd booked well in advance and hadn't seen it, otherwise I wouldn't have booked.

We had booked a 4-star family apartment on Agoda two weeks ahead, but on arrival we had to call before anyone came. The owner or staff then said the hotel was full and the other rooms had suddenly developed repair problems. No one had warned us before we arrived. Why wait until we got there to tell us? They moved our booking to a room at ARBA Hotel, which is rated only 2 stars. Given the poor management by Family Apartment, they should at least have provided a replacement with the same 4-star rating. Terrible. The owner and staff at Family Apartment were awful, and the service was horrible.

We stayed from 27 December 2022 to 1 January 2023, a group of six including three elderly women. The location and the holiday season were the only reasons we stayed. They had given away our booked apartment or let the previous guests extend, then offered two apartments on different floors, which was very inconvenient. At our request they offered a change for the next day, but they couldn't wait for us, so I had to return from Central Market to approve it. One of the rooms looked as if something had just happened there. They hadn't even cleaned it before showing it to us, so naturally we refused. The facilities in our rooms were poor too. My brother had stayed there twice without trouble, but this particular property, or its handlers, seemed dishonest. There are a lot of Bangladeshis managing these properties. After I got home, I tried to write a review but found they'd changed my booking status to "No Show," so I couldn't. My cousin reminded me that I could still review it. I booked through a reputable site, and they should really review their agents.

The place has a good location for food and shopping, and the lobby is okay. The kitchen and amenities were also okay, but the room was bad. For our group of eight, only four beds were proper. The rest were makeshift sofa beds with thin mattresses, no covers or pillows. The king bed was said to fit three, but there was no sleeper bed. The sofa was very old too. We stayed one night on 22 Sep 2024. The whole crew were Bangla and couldn't speak Malay or Indonesian. Chat with the owner before booking and ask what the place is really like, especially about the sofa and how many proper beds there are, so you know what you're paying for. The welcome was good, but the rooms need to be kept clean and in good condition. This unit at Times Square still feels like better value than a similar one at Fahrenheit, where the lobby has no AC, the lift is bad, and an intermediate lobby on level 5 makes getting to the room tiring.