"My experience with W Kuala Lumpur was frustrating enough that I feel compelled to share it. This was not just a casual stay — I was planning my wedding/ ROM and exploring hotel options, which would have potentially included multiple room bookings from my family and relatives. Unfortunately, from the very first interaction, the experience was underwhelming, and it only deteriorated from there. To begin with, the level of professionalism and attentiveness was far below expectations for a property of this standing. My initial enquiry contained several straightforward questions, yet the first response addressed only one point, while the rest were simply passed along internally with “please answer” notes. This immediately gave the impression of a lack of ownership and coordination. More concerning, however, was the misinformation provided prior to signing up for Club Marriott W Kuala Lumpur. Before committing to the membership, I had explicitly confirmed (via both email and WhatsApp) that I would be able to utilise my Nightly Upgrade Award (NUA) together with the complimentary room night. This was a key deciding factor for me. However, after signing up and making the booking, I discovered — through repeated failed attempts and subsequent confirmation from Marriott Bonvoy — that complimentary stays are not eligible for NUA at all. This meant that the core benefit I had relied on when making my purchase decision was simply not true. What made the situation worse was how this was handled. Instead of acknowledging the possibility of a mistake, the team initially dismissed the issue and defended their position, insisting that such misinformation would not have occurred. It was only after I provided clear evidence of prior communication that the matter was taken seriously. This approach was disappointing — mistakes can happen, but the refusal to acknowledge them until proven otherwise reflects poorly on the service culture. Adding to the frustration was the complete lack of responsiveness. Multiple follow-up emails went unanswered. I made several calls to the hotel and was repeatedly told to call back later. At one point, I was assured that a manager would return my call — which never happened. For a hotel in this category, this level of follow-through is simply unacceptable. When I tried to politely enquire about my special occasion, I was not requesting any form of special treatment or complimentary upgrade. I merely asked whether a note could be placed on my reservation and if any consideration could be given when reviewing my Nightly Upgrade Award (NUA) — fully understanding that approval remains subject to availability and standard processes. However, the response I received was surprisingly dismissive. I was told — in a tone that came across as unnecessarily blunt — not to mention my Titanium Elite status, and that even higher-tier members such as Ambassador Elite would not receive such consideration. The way this was communicated made me feel less like a valued guest and more like I was asking for something unreasonable, when in fact I was simply seeking a clarification within reasonable bounds. This stood in stark contrast to another Marriott property I eventually chose (which I have also reviewed on Tripadvisor), where the team was attentive, sincere, and genuinely made an effort to understand and support my needs. The difference between the two experiences was truly “day and night.” Eventually, after multiple escalations and conversations, the Club Marriott manager contacted me. While the issue was ultimately resolved with a refund, the entire process was unnecessarily prolonged and stressful — something that could have been avoided with proper communication and accountability from the beginning. What is most disappointing is the overall impression this experience left: A lack of ownership and coordination Misinformation provided at point of sale Poor responsiveness and follow-through A dismissive attitude towards guest enquiries Little to no recognition of a meaningful personal occasion In the end, this was not just a lost booking. The hotel also lost potential bookings from my family and relatives who would have stayed together for the occasion. Additionally, from a corporate perspective, I had previously brought my team here for events and had considered doing so again — but after this experience, I chose to take that business elsewhere. For a brand that positions itself as vibrant and guest-centric, this experience fell significantly short. I sincerely hope the management team takes this feedback constructively, as there are clear gaps in both communication and service culture that need to be addressed."

"The W Hotel is a fantastic, trendy hotel with a prime location, making it easy to explore the city. The rooms are stylish and comfortable, though the sound insulation could be improved for a quieter stay - I had unfortunately to sleep with earplugs. The staff were very friendly and attentive, always ready to help. A special mention goes to Emanuel at the Arrivals Desk & Nicole from the W Lounge – they were simply wonderful and made me feel very welcome from the moment I arrived. Overall, I felt very comfortable and well cared for. I would gladly return."

"We recently hosted our Ducati Panigale WEST Ramadhan Berbuka Puasa dinner at Flock, and the experience was exceptional. From the moment we arrived, the W team greeted us with a sincere and welcoming attitude that set the tone for the evening. ​The culinary spread was top-notch, featuring a premium blend of local Malay and international cuisines. The Wagyu Roti John, Wagyu Daging Harimau Menangis, and the lobster are absolute must-tries. A huge thank you to the management for reserving motorcycle parking right at the lobby entrance—a thoughtful touch that made our visit seamless. We’ll definitely be back. Ride Safe, Ride Fast!""

"I stayed at the W Kuala Lumpur in a Supreme Suite, and the experience just hit different. While the design is modern and sleek, the real showstopper is the direct view of the Twin Towers. This suite is perfect for couples, with double vanities, dual rainfall showerheads, and a bathtub large enough for two. I also got hooked on the Davines bath amenities. The scent is so vibrant and long-lasting. I had a small hiccup where the TV wouldn’t turn off. It turned out the soundbar was blocking the remote signal. I called the Whatever/Whenever service and they sorted it out in minutes. As a Titanium Elite member, I appreciated the WIP Access. I headed to the WET Deck around 6:00 PM and was treated to two complimentary drinks and savory canapés. The real magic happens around 6:40 PM; the way the sunset light hits the Twin Towers just before dusk is breathtaking. Some of the best photos I’ve taken in the city came from that spot. Breakfast at Flock was easily one of the best hotel meals I’ve had. The fruit selection goes beyond the basics, including gooseberries and snake fruit. I highly recommend the lamb sausage muffin and the roti bakar with soft-boiled eggs. I loved them so much I ordered a second round! My only gripe was the noise. Since I stayed on a Saturday night, I could hear the music from the WET Deck party until about 2:00 AM. It’s a point to consider if you are a light sleeper, but the overall energy and those views still make this a must-stay."

"We spent 10 nights at this wonderful hotel as a family of five, and we could not have been happier with our stay. From the moment we arrived, we felt incredibly spoiled and truly taken care of by every single member of the staff. The hotel itself is stylish and modern, and the level of service is exceptional. The pool area, Wet, is beautifully designed with plenty of comfortable seating options, a great bar, and a fantastic atmosphere with fantastic view over the Petronas towers. Keith, the restaurant manager, made sure our breakfasts were perfect every single morning. Derek and Edvin took care of us like family at Wet, and Predit made us feel especially welcome throughout our stay. Sagedul looked after our room with great care and always left it spotless and beautifully arranged. We warmly and wholeheartedly recommend this hotel. It exceeded all our expectations, and we can’t wait to return."