Lucentia at Kuala Lumpur by Veedu Hauz

The master bedroom’s water heater didn’t work at all, and the water pressure in the second bedroom was too low. The air conditioner in the kitchen area leaked and dripped on us while we were washing dishes. There was no microwave, so heating food was a struggle, and the internet/WiFi was slow.

The pool that defines the property’s name was closed for all nine nights, with no warning, apology, or compensation. Booking.com support didn’t resolve anything either, and I got neither an explanation nor a refund. I’d booked a “1 Bedroom Apartment” at Infinity Swimming pool Lucentia by Lalaport through Booking.com for the end of March. When we arrived, the host Islam said that room type cost more and demanded extra payment. I showed the booking confirmation with the total including taxes, but he insisted the listed price was wrong. He said he was tired and busy because of Ramadan fasting and wouldn’t sort it out. When I wouldn’t pay more, he moved me to a much cheaper, cramped studio with worse comfort and amenities, without compensation. The bed linen was dirty until I asked Islam to change it. There was no cleaning during the stay and the Wi-Fi didn’t work. Islam also cancelled my original reservation himself, didn’t make a new one for the remaining nights, and didn’t properly record the downgraded room I was made to take. They accepted cash only and provided no official payment documents. I’ve attached photos of the apartment I booked and paid for, and the studio I was put in. I consider this false advertising and fraud, and the property can’t be trusted. Booking.com should remove it or flag it as high risk.

The staff were so welcoming and helpful, ready to assist with anything. Our room was clean and comfortable, and the rooftop infinity pool had an amazing view. The location worked well too, with a subway station nearby and a food street full of cafes and restaurants downstairs. 🙌❤🌷

The apartment itself was fantastic, though the lifts were constantly busy and difficult to use. Check-in was chaotic even though we’d given our arrival time in advance. The room wasn’t ready, and the towels had been forgotten. For checkout, the instructions need to be clearer. If you’re reading this, the drop box is in the postbox area on the ground floor. I also didn’t appreciate being hassled to leave a five-star review. It wasn’t deserved. Some of the supposedly high reviews make me wonder too, especially when they have little or no comment and come from people with few reviews.