The Apartments at Times Square Kuala Lumpur by Robinsons

The staff were very attentive, the rooms were clean, and the views were fabulous. I'd definitely stay at Robinsons again.

There are lots of listings for the same property, and the photos show the mall rather than the hotel. When we arrived, the host was nowhere to be found. We called repeatedly, and he only showed up about an hour later. By then we already felt we were being scammed. We asked to see photos, but he bluntly and rudely refused. The whole experience was awful.

The hotel itself was fine, but the check-in and check-out process was awful. There's no reception. You have to call a number or ask the security guards to call, then someone named Jahangir comes down in the lift to take you to your room. He told us they only took cash and that the deposit would be returned at checkout. We were lucky to have enough cash, but everything was handled on his cell phone, so we got no receipt. The day before leaving, we told Jahangir we needed to check out early at 6am for our flight, and he said he'd contact us beforehand. I messaged him in the morning, but got no reply. We went downstairs, where the security guards couldn't help much. They tried calling him too, with no answer. I messaged again, pleading for him to come down because we had a flight, but the guards wouldn't let us leave without handing our room access cards to Jahangir. Eventually he came down looking like he'd just woken up, returned our cash deposit, and took the cards. We called a taxi and only just made the flight. The whole thing was very stressful, and we won't stay here again.

I'm filing a complaint about our stay at KL Service Time Square in Kuala Lumpur, booked through your platform. Check-in was set for 18:00, and we warned the host in advance we'd be late because of traffic. We arrived at 19:00, but nobody was there. For more than two hours, we called over and over without an answer. When we tried my wife's phone, the host hung up. A woman in the building tried to reach him for us, but he refused to come down. We were left outside without notice or help, with our 3-year-old child. A local Malaysian family was stranded there too, in exactly the same situation with the host. We had to find somewhere else ourselves at a much higher price and waited on the street until 11:00 PM with our small child. The host's conduct was irresponsible and unprofessional, with no respect or care for guests. This was completely unacceptable. I strongly advise other travelers not to book with KL Service Time Square.