Queens Suite at Platinum

Check-in was through WhatsApp. They sent the QR code pretty quickly, and I was able to get in. When I had a Wi-Fi problem, a guy came over in person to fix it. I don’t understand the bad reviews. The apartment was spacious, comfortable, well equipped, and in a great location. The pool was amazing, with direct views of many famous buildings. Recommended!

A really disappointing, stressful stay. The apartment was extremely dirty and nothing like the photos, with an unacceptable overall condition. Staff were rude and unhelpful. There was no cleaning service or towels, and they were slow to respond despite repeated follow-ups. This felt like a complete scam. Please don’t book this place.

The apartment had a lovely view through big windows and plenty of space. There was a washer and dryer, a large bathroom with a bathtub, a stunning infinity pool, and a well-equipped, well-kept gym. For a one-day stay, it was just okay. The room wasn’t clean enough or well maintained. Some things were broken and there were lots of water marks. The TV had no signal or Android box, so it was unusable. Check-in was frustrating. I messaged on WhatsApp a day ahead about keys and parking but got only “meet at 3pm,” which left me anxious and unsure. We arrived at 4pm and were told to park roadside and go to the counter, then had to wait again because the QR code hadn’t been approved or sent. I kept calling and texting for it. I’d already texted and called earlier, including about a possibly late check-in, but no one mentioned this or prepared it in advance. Checkout was similar: you have to exit the parking and leave the car roadside before checking out, which caused unnecessary traffic jams. Payment was by bank transfer only, with no credit card option.

The stay was stressful, unhygienic, and deceptive. We booked two nights in a two-bedroom suite at Flixses Suites at Platinum KLCC, but left without checking in and were refused a refund. I spent nearly three hours on the phone with Trip.com. They said they couldn’t process it because the “hotel” had declined, even though I had booked through them in good faith and expected them to vet the listing and support customers. That trust was misplaced. Think twice before booking with Trip.com; they didn’t stand behind the accommodation or offer real help. We were first redirected to The Face Hotel, where the front desk said Flixses Suites wasn’t affiliated and was privately owned. They told us to contact the owner via Trip.com, then we were sent to WhatsApp. Eventually a man came to take us to the supposed two-bedroom suite. Inside, there was a strong musty smell and the apartment was filthy and clearly neglected. Mold was visible in every corner of both bathrooms, the furniture was stained and looked uncleaned for years, and a power socket was hanging off the wall, a clear safety hazard. We said right away that we couldn’t stay in those conditions and asked for a refund. The man refused, citing a no-refund policy, barely acknowledging us while glued to his phone. We asked for a better room or an upgrade. He said we could wait for another apartment to be cleaned, but couldn’t show photos of it. Who rents out “luxury suites” without pictures? We’d lost trust and just wanted to leave, but they still refused to refund us, even though we hadn’t checked in and the room was uninhabitable. Avoid this place.