"W Kuala Lumpur is truly one of the best hotels I have ever stayed at. The check-in process was smooth, and the assistance provided to me and my family was top class from start to finish. The room was amazing — spacious, beautifully decorated, and very comfortable. The bed deserves a special mention: incredibly cozy, soft, and honestly better than many other hotels I’ve experienced. The lounge access was excellent, with great food selection, especially the desserts. We also ordered pizza and nachos through in-room dining, and both were absolutely delicious. The poolside atmosphere was relaxing and chill, and the orange smoothie was super refreshing. Breakfast had a wide variety of selections, and the service team was always attentive and ready to help. A big thank you to all the staff who made our stay memorable with their warm hospitality. Special appreciation to James and Khairy from the service team, Afiq from the kitchen, Rina the hostess, and room attendant Sumon. Thank you all for making our stay so enjoyable. We will definitely be back!"

"The hotel is terrible noisy, morning renovation drilling, night time illegal motorcycle racing. Not luxury at all. Not suitable for human. Please close down the hotel if you are undergoing renovation."

"Within Marriott group, in some cities the W brand is sometimes at the low end of the luxury segment and not quite on par with St.Regis or Luxury Collection for example.  In contrast, for the KL hotel market I found W to be squarely in the luxury category.  In fact the price for most dates is in line with StR KL, which should not come as a surprise.  The service was solid with staff addressing us by name in various venues.  The hardware of the suite was good quality, not only style without substance, on top of being colorful and refreshing, unlike boring hotels.  In most destinations where the view is unique and interesting, often we have to pay up to be in a hotel with such view.  W KL is the same - it's not particularly cheap but if you want to be in prime location with view of the towers then it will not be same price as hotels in less desirable parts of the city.  We had a view of two different towers (Petronas, Menara) depending which part of the room we looked.  While there is no lounge at W, there was a happy hour which I guess might be for Bonvoy Platinum and above.  Limited food, but for drinks the cocktails were better than at least 95% of lounges where we go to.  Overall very solid hotel and enjoyable stay."

"I had a wonderful stay at this hotel in Kuala Lumpur. I visited with my partner, and everything exceeded our expectations. The room was clean, comfortable, and beautifully designed, making our stay very relaxing. The staff were friendly and attentive, and the overall atmosphere of the hotel was warm and welcoming. The location was also very convenient, with easy access to nearby attractions and dining options. Overall, it was a great experience, and I would definitely recommend this hotel to couples looking for a pleasant and enjoyable stay in Kuala Lumpur."

"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."