Novotel Kuala Lumpur City Centre

The staff made us feel welcome, and the neighborhood felt lively and safe. We could walk to plenty of places, including the market, malls, and good restaurants, so we didn't need a taxi for everything. My main complaints were about the carpet, which held onto a lot of odors, and the breakfast room. It felt too small for the hotel's capacity, and finding a seat after 9 a.m. was difficult. I also would have liked an open spot in the lobby to sit and relax.

The most upsetting part of our stay was what happened to my wife's breast milk. We asked for it to be kept in the freezer, and it was labeled "Freezer," but on our last day we learned it had been put in the chiller. The whole supply for our baby was spoiled. Ruby said the freezer was reserved for halal items, so it went in the chiller. Nobody told us this beforehand, and if they had, we could have made other arrangements. For parents traveling with a baby, it was incredibly frustrating and disappointing. There were other problems throughout the stay. Housekeeping removed all our used towels and the floor mat without leaving replacements, and I had to call twice to get fresh towels. Check-in also felt cold: the staff member mostly just asked for my credit card, without explaining breakfast, the facilities, or my Platinum benefits. I had to work everything out myself. I've usually been contacted a few days before arrival at other Accor hotels, but this hotel never got in touch. When I arrived at 2 PM, the room wasn't ready, which surprised me since Platinum members may get early check-in when available and 2 PM is close to the usual check-in time. I also had to point out that a complimentary upgrade is a Platinum benefit before my request was eventually granted. This was far below what I've come to expect from Accor. If you're an Accor member staying in this area, I'd suggest Pullman KLCC instead. It's a little more expensive, but the service is excellent and the experience is worth it.

Bukit Bintang was the best part of my stay. The hotel is right in the middle of it, with Pavilion across the road, and KLCC is walkable via the air-conditioned pedestrian bridge. I stayed 3 days and 2 nights on a business trip, and the meeting rooms were spacious and worked well for a seminar of around 50 pax. My room was spacious and well-equipped, with a good TV and all channels accessible. It was comfortable, though I would have liked a bathtub. The parking ramps are narrow, and taking the tight turns in my large sedan was a bit of a challenge. I tried the breakfast, lunch, and dinner buffets. The selection was somewhat limited, but the food tasted good. Staff often approached guests to sign up for hotel membership, which could be distracting. The pool is on the small side, but overall I had a very pleasant stay.

We were very happy with our stay and would recommend Novotel KLCC. The location by Bukit Bintang is superb, with KLCC and public transport within walking distance. The rail system is especially convenient. Security felt reassuring too, with controlled floor access and a safe in the room. We stayed here twice on this trip, first for 2 nights, then for another 8 after visiting the Cameron Highlands, Ipoh and Taiping. The one disappointment was the room allocation. For the past two years our Deluxe King Room had included a sofa, but room 1011 and the first room assigned this time, 2116, didn't have one, despite being the same category. That was puzzling, especially for a longer stay. The duty manager understood and moved us to room 2118, which made things much more comfortable. We often use the pool in the afternoon and like having a sofa to relax on afterwards. The rest went smoothly. Housekeeping cleaned the room daily and left fresh towels without us having to ask. Breakfast was very good, with Asian, continental and Western choices, and the new layout works better than before. The clean, refreshing pool always had towels available. There aren't many sun loungers, but it was rarely crowded. I also saw the General Manager again during this visit. She was attentive and visible, and seemed committed to the guest experience.