Upper Suites Kl Sentral

The main problem was the lack of flexibility at reception. We explained that we had no physical card, only its contactless version on our phones, and even offered to let them charge the deposit without refunding it at checkout. We also offered the foreign currency we had. Staff made no effort to find a solution or show understanding, and the only answer was that we had to somehow find cash by the next day. The hotel requires a 100 MYR deposit, but although it was mentioned when we reserved, nowhere did it clearly say it had to be paid in cash. We’d been traveling around Asia for more than a month, and in many Asian countries you can’t withdraw cash using only a phone, which left us in a difficult spot. In 2026, in a city like Kuala Lumpur, it feels absurd that tourists using digital payments or virtual cards have no alternative and are still forced to provide cash for a simple hotel deposit. The issue isn’t the deposit itself, but the lack of transparency and flexibility. If cash is mandatory, guests should be told clearly before payment and check-in so they can prepare. The reception experience was extremely disappointing, and I hope the hotel reviews both its policy and how staff handle these situations.

The rooms were clean, and the rooftop pool view was especially good. Everything else was good too, but luggage storage only lasts until 5PM. Because of that, I had to use the lockers at the hotel itself, which cost MYR55 / locker.

Being close to KL Sentral, the mall and plenty of restaurants was convenient. We liked the clean room, the view and the pool, and check-in was flexible. The stay still went badly because of serious service and technical problems. The WiFi barely worked, often under 2 Mbps or with no connection, and even a regular WhatsApp audio call was impossible. I went to reception five times and wasn't taken seriously. They kept saying there were other WiFi options in the room, but there weren't, and we had screenshots to show that. We were asked to contact them on WhatsApp, then got no reply. At checkout the next day, we were told we could only extend our stay, which we obviously couldn't. We actually extended because they repeatedly promised to fix the internet. When it remained unusable, we asked for compensation and were refused a refund. They offered a free night for a future visit, no use to us since our flight was the next day. A room change was offered only on the final day, after we'd complained all week. If they'd said from the start that it couldn't be fixed, that would've been okay. Promising a fix, having us extend, then not fixing it or replying felt like false advertising. The outlet by the bed didn't work either. Housekeeping never came despite our putting out the "Clean Room" sign; apparently you have to ask at the desk every day. Airbnb lists checkout as 12:00 PM, but it was actually 11:00 AM, and after checkout we had to wait in the lobby for 20 minutes while they inspected the room.

The room was clean, and the cleaning lady was really nice. We got fresh towels and water daily. The pool looked lovely, though it was closed while we were there. There’s also a workspace, and laundry is on the 30th floor. The gym is only a small room, but fine for a short stay. The main hassle was the long elevator wait, though I can understand that in such a huge building.