Sheraton Imperial Kuala Lumpur Hotel

The Club Lounge was the best part of our visit, and Mr Didi, the Guest Engagement Manager, made us feel especially welcome with his thoughtful, warm manner. Chef Fad kept us entertained there too, and the teams at both the Club Lounge and Essence were lovely throughout. We had a wonderful 3 days and 2 nights. The accommodation and buffet were excellent, and we really appreciated the room upgrade. The Japanese restaurant recommendation was a thoughtful touch, and we’ll try it next time. A very pleasant, memorable stay. We’d gladly come back and highly recommend it 😊

When my daughter had severe stomach pain and couldn’t come down for breakfast, Manager Hasanuddin kindly let us take some food back to our room. He was considerate and clearly concerned about how she was doing, which meant a lot during a difficult moment. The hotel is spacious, clean, beautifully maintained, and in a great location. The whole team was friendly, professional, and ready to help. We felt welcomed and looked after, and that personal care made the stay comfortable and memorable. Thank you, Mr. Hasanuddin and the Sheraton team. Highly recommended if you value kindness as well as comfort.

I really enjoy wandering through the convention spaces on different floors and admiring the grand lobby and artworks. The pool is comfortable, the gym is nice, and breakfast at Essence is great. The Club Lounge is relaxing too, though I wish cocktail hour had slightly more substantial food. I also miss the big red apples that used to be by the lifts on every floor. I hadn’t stayed here in decades, and the place brings back good memories. A lot has been refurbished, but the old architecture and classic room design are still there, which help it stand apart from newer hotels. The building is clean and well maintained, and my room was flawless. I especially love the big closet room, which feels rare these days and brings back a lot of nostalgia. Bonvoy elite privileges let me check in through the Club Lounge, which was nice, and I appreciated the welcome amenities. Room coordination was efficient. Guest services, the Club Lounge, housekeeping, and the other departments all handled my extra requests really well, and I’m grateful for that. I used the business PCs downstairs because the Club Lounge one was occupied. The IT equipment is excellent and well maintained, though the printer could be upgraded if the budget allows. Still, it’s a great added amenity. I’d come back if I can. Add-on (25 Apr 2026): I stayed for a friend’s birthday and appreciated the suite upgrade for the occasion and the surprise. I think the suite rooms here are well designed.

The Sea & Steak buffet was a letdown. I was looking forward to the grilled fish, but my fish and squid arrived cold after about an hour. I’d picked the seafood, given them my table number, and was told it would be brought over after grilling. It seems they forgot to deliver it promptly. I mentioned it when I paid. The next morning, restaurant manager Encik Hasanuddin came to apologize and asked what he could do to make things right. I appreciated that gesture. It was probably the only nice part of this staycation. My room problems had already made the trip disappointing. I booked 3D2N from 30th Jan 2026 to 1st Feb 2026 and was first given a corner room on the 28th floor with an amazing KL Tower view. But there was water leaking from the ceiling in front of the wardrobe. The carpet had turned black, and there was a musty mold smell, so it looked like the damage had been there a while. I don’t know how housekeeping missed it. I reported it straight away to the concierge and was moved to another room, supposedly an upgrade. There, the TV disconnected every five minutes with an antenna error. I reported that through the Bonvoy app, and an engineering or maintenance staff member came to check it. He said he had reset the antenna and thought the issue might be weather-related, though it wasn’t raining, just gloomy. He also said the TV problem affected the whole building, so I didn’t see a point in asking to move again. I couldn’t watch TV for the whole day and night; it only started working around midday the next day. By then I felt it would have been better to stay home. The hotel and room have clearly seen better days, and even the bed linen was scratchy. Despite all that, the year-end package included a 20% dining discount, so I gave the hotel another chance. Now I’m wondering whether it’s worth collecting Bonvoy points, since I didn’t see any benefits. I’m also considering cancelling my next vacation booking at Marriott Perhentian Islands if this is the service level Marriott group hotels provide.