Oakwood Hotel & Residence Kuala Lumpur

The room was clean and good, and the location was easy for getting around by public transport. There are lots of places to eat right beside it, including Ampwalk. Check-in was rough during the long weekend and school holidays. The lobby was very hot, there were hardly any seats, and our room still wasn’t ready after 4pm. You have to get pool towels from reception, and refills are limited each day.

The rooms and facilities were average at best, but the management’s attitude made the stay much worse. The HR and management team seemed disrespectful to guests and to their own staff and waiters. There was obvious tension among employees and poor coordination throughout. Service was slow, communication was sometimes rude, and basic hospitality was lacking. When issues came up, the response felt careless and dismissive instead of professional. At these rates, I expected better. The owner, manager, HR, and other management staff need close supervision. The way they treat lower-ranking staff is inhuman and shouldn’t be tolerated.

The rooftop sky bar had a lovely mountain view, and the gym was well equipped. Parking was easy, and the staff were friendly and helpful throughout our stay. I stayed at Oakwood Cameron Highlands with friends and had a great time. The hotel feels new and modern, with a spacious room that included a pantry and coffee machine. Breakfast offered a good range of choices, and I especially liked the noodles. Tokyo Town is nearby for food, and getting around the area was convenient.

Dear Oakwood Management Team, I’m writing about incorrect parking charges and the conflicting information I received from the front desk during my stay. At check-in, nobody clearly explained how to enter and exit the car park, and my vehicle ended up being charged extra fees. The next day, a staff member said I would get a refund and only needed to notify the team each time I entered or left. I followed those instructions, but was charged again the following morning. When I went back to ask, another staff member said no refund would be issued, contradicting what I’d been told. On the third day, I asked again and was told someone would confirm the refund. At checkout, I was assured it would be processed that day. It’s now been three days since I checked out, and I still haven’t had an update or confirmation. I also wasn’t given basic guidance, such as how to use the lift with my room key card, which caused more inconvenience. Please provide a clear update on the refund, explain why the front desk gave me inconsistent information, and confirm that these issues will be addressed for future guests. I chose your hotel expecting professional service and clear communication, so this has been very disappointing. I hope management will look into it and resolve it promptly. Thank you. I look forward to hearing from you.