We checked in the Executive Suite for two nights via the website that offered a pretty good deal. I needed to also use up some points before it expired so it was a bonus. Since the site mentioned that check-ins after 4pm are not guaranteed, we decided to call in to secure the reservation with our credit card as we were going to arrive later in the evening.
We had thought that since we paid a premium (the Executive Suite with access to the Horizon Club), we'd be taken to the Lounge for check in and would be briefed on the facilities available for the Suite and the Club. Nothing. Just a smile, request for the credit card, a virtual signature on a swanky looking e-Pad, and handover of the key card and we made our own way to our Suite. Ok la, it was swift, painless and maybe better than being whisked into the Lounge and have everything done manually.
Room was nice and impressively huge but compared to other modern looking rooms, this one looks a little outdated, unfortunately. Nevertheless, it's still nice. Bed's still comfy with pillows soft enough to cuddle but sturdy enough for neck support. Bathroom amenities are by L'Occitane - plus point! Towels and bathrobes a-plenty and plush. Very good. Nespresso machine - double points. Super clean. Triple points!
Tried Room Service on both nights. All tasty and Gordon Ramsay just might approve of the presentations. Very friendly room service staff. More points. Well done! Called the Horizon Club on 1st night to confirm that we could have breakfast there - a tired voice struggled to affirm but was not stand-offish - he probably had a long day. Breakfast on 1st morning was pleasant and since it was early, ALL staff were still "fresh," beaming and attentive. The spread was quite good. Wondering though if it's fair that the Club allows kids to run about since Clubs are mostly catered for business travelers. Oh well. They paid, they deserve to use it, we guessed.
(trust me, the kids came later!)
Walked about the hotel in the evening... didn't get the standard smiles except for the concierge and bell staff. Perhaps the hotel is understaffed that they do indeed get tired by the end of the day?
Check-out was uneventful on final morning after breakfast - by the way, we decided to check out just like everyone else on the ground floor instead of the Club. Maybe it was unfair for us to compare but we did remember once long ago that upon asking for the room number prior to seating us for breakfast at the Club, they'd have found out that we were checking out and had offered us a fast check-out option at the Club floor. Didn't happen. Could've been a free bonus point there. Oh well... Ahah! however, it's morning, so the check-out reception staff were super friendly and did ask us to come visit and stay with them again soon.
Nett Nett, Shangri-La, please concoct a strong potion for all your staff so that they can sustain their energy. The level of service used to be top notch everywhere we went in the hotel but somehow, it's fluctuating now. Compared to other Shangri-Las we've stayed in China, Singapore, Dubai, Putrajaya etc, hospitality level is inconsistent in this particular establishment. We find it strange. We also kept saying to ourselves "there used to be a time when...."
We'd still go back though and would recommend to others but with some caution. Please give us a good reason to be proud of the Shangri-La Kuala Lumpur soon!!
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