"Good hospitality from the staff from Club Millesime. Thank you to Vino, Anishma and Desy for ensuring the comfortable stay in the lounge."

"As a Platinum member with ALL Accor Live Limitless, I chose Sofitel Kuala Lumpur Damansara with certain expectations based on my past stays with the brand. Unfortunately, this visit fell short. Prior to arrival, I received a standard welcome email but the actual experience did not reflect the level of recognition typically extended to returning guests. There was no room upgrade, no personalized welcome note and none of the usual amenities such as a fruit basket or chocolates. While upgrades are subject to availability, the overall stay felt impersonal and lacking in attention to detail. In addition, the evening canapés—previously a highlight of the lounge experience—were noticeably scaled back in both variety and presentation compared to my earlier visits. This was disappointing, as it no longer reflects the standard I associate with the Sofitel brand. I have also observed inconsistency in service standards, possibly linked to changes in management. Regardless of the reason, the guest experience should remain consistent, particularly for returning loyal members. I had previously recommended this hotel to visiting guests despite its distance from the city centre and some are planning to stay here in May 2026. However, based on this experience, I am now reconsidering that recommendation. I hope the hotel reviews its service delivery to ensure that loyalty recognition and overall standards are maintained at the level expected of Sofitel"

"Very nice rooms and facilities, but stay away. The service is absolutely horrible in every single respect."

"The hotel service is generally poor! We had a CNY reunion dinner in the Chinese restaurant, Rest. Wan Chun Ting. The service in the restaurant by Ling, Joey, Lea and team were good. However, cant say the same with other sections of the hotel; on arriving the hotel, my sister had used the vallet service. She was with my aged parents and my father was in a wheel chair. Whilst wheeling my father, the wheel chair hit a curb and lost balance. In trying to hold balance, my sister injured her knee. The concierge staff saw what had happened, stood around and watched. Not one person approached to at least offer a hand. Whilst it may not be in their scope of work, it is only human nature to land a hand when another is in need, what more when it is in the name of hospitality. Sofitel??? Secondly, i had another occasion a meeting at the lobby lounge. I was seated at one of the front tables and waited for an important client to arrive. We were proceeding to a signing of a Term Sheet for a business deal. I spotted bread crumbs on the table. So, i waved to the waiter and POLITELY asked if he could please give the table another wipe. He came, stood there and gave me an irritated look, then asked me to show him where the crumbs were. I told him it was “ok” and i took my napkin and cleaned the table myself. This is a 5star hotel??? Training?? I have also stayed in the hotel on the Club Floor and used the Exec Lounge service. Besides being friendly, there is a lot more that should be improved on….. it is nevertheless a Sofitel and please live up to the quality of Sofitel. Please take notes from Sofitel Metropole Hanoi or Sofitel Singapore City Centre."

"For me, Sofitel in KL represented the Accor brand excellently. World-class in all aspects, with my favourite aspect being the Lounge on Floor 22. This Lounge, from my experiences across a large number of Accor Hotels in several countries, ranks among world-best. Breakfast menu is sophisticated, that I could imagine sitting in a fine-dining restaurant somewhere in Paris. Likewise for pre-dinner. Of more importance was the incredible and first-rate hospitality of the Sofitel teams. Led by Ekbar, the Club Team is also among world-best. It became easy to know all the Team Members because each team member shows individualised attention to detail, care and warmth. I thank Vino, Hariz, Anishma, Desy, Midhun, Lachana and Putri. Excellent, world-class hospitality and among world-best in my experiences. Front Office Team Member Shafi was also notable as genuinely welcoming into Sofitel and then taking good care until Club took over. Likewise for all the Concierge Members. Finally, Housekeeping deserves a special mention, as rooms remained high-quality, well-maintained and very clean. Thank you, Shamim and Paul."