Swing & Pillows @ Bukit Bintang City Centre

It's convenient for getting around, with Imbi station only about five minutes away and Bukit Bintang one stop from the hotel. The room had a stale smell when I walked in. They don't provide toiletries such as a toothbrush or shampoo. There's no curtain between the shower and toilet, so the sink and toilet area gets completely wet when you shower. The bed was quite hard, which won't suit anyone who prefers a softer mattress. The walls are thin too, and I could hear guests next door talking and people opening and closing their doors.

The location was okay, and there was a smart TV and four pillows, so you have to pick your battles. For the price, the place was very basic. There was water all over the floor, and the room didn't feel clean: the bed sheets were stained, the floors were dirty, and there were yellow stains and dirt on the bathroom floor, tiles, sink, and toilet. Neither window would shut because the latches were broken, so all the outside noise came in. Staff were shouting at each other when I arrived, then I was ignored for 30 minutes while waiting to check in. They kept my 50rm key deposit and made me write this review.

Dear Management Team, I booked my recent stay at Swing & Pillows @ Bukit Bintang City Centre through Agoda, and I'm lodging a serious complaint about what happened. The room had cockroaches, including in gaps in the furniture, and the bathroom was dirty. The television was damaged and unusable, with an abnormal display. I asked to change rooms, but staff said none were available and refused the request. At the same time, Agoda showed rooms for booking, including a Deluxe Queen Room. I have attached a screenshot of that availability, along with photos of the TV and cockroaches. I had to remain in a room that didn't meet basic accommodation standards. As a paying guest, I expected a hygienic room, working facilities, and honest communication. Those expectations weren't met. The mismatch between what staff told me and what Agoda showed raises serious concerns about transparency and guest treatment. I respectfully ask management to investigate this seriously, explain what happened, and provide an appropriate resolution or compensation. I look forward to a prompt response. Sincerely, [Your Name]

The price is affordable, the room was clean and tidy, and the service was good. The location is great, near monorail connections that can take you around, with lots of nearby malls and interesting places or stores to visit. Thanks to Mr. Rubel and Lakshi for their service. I'll probably book the same hotel on my next visit.