Not quite there
Visited for business in 2017, Marriott gold member. I will start by saying my expectations of a newly refurbished JW Marriott are quite high so this is written in the context of that.
Called to confirm reservation in advance, helpful agent, told me to go straight to the lounge to check in which was good and I would not have known.
Lounge check in was pleasant, upgraded to a junior suite. The room is very nicely decorated post refurb, comfortable bed, good water pressure. My one criticism is that there isn’t a USB port anywhere in the room, most hotels these days have them either in the desk or in the clock or similar. I find it odd not to have one in a new room but ok, my fault for not bringing it.
The gym is fairly basic but manageable, strangely there was someone working out in there in just his shorts, no shoes and no shirt, call me old fashioned but I prefer people to wear clothes in the gym and that’s normally part of the entry policy. Two members of staff were stood outside watching but didn’t say anything as far as I could tell.
The lifts in this hotel are one of its major pain points, at peak time it’s a Long wait. One morning 4 of them were out of service, this was frankly ridiculous and anyone on the lower floors couldn’t get down as the lifts were full by the time they reached them. I informed a member of staff of the situation downstairs but he didn’t seem as horrified as me, having 4 out of 6 lifts out of service at 7am is going to give you a lot of unhappy customers (me included).
Breakfast, another major failing, personally I don’t like to eat my breakfast in a black room with pumping house music but that’s what Shook, the main restaurant offers. Day 2 I tried the lounge and this was a shambles, very limited selection which I do expect in a lounge but I’m talking like really really limited. And every time something ran out the poor guy would disappear for a long time then come back, then other things had run out and he disappears again, repeat. Not his fault, they need more people and a bit more of a selection.
Room service, the mostly Arabic menu looked nice but the girl on the phone had limited knowledge of any of the items which is hard as there aren’t really descriptions, I ended up googling what things are. Food arrived 40 minutes later stone cold.
There is no mini bar for snacks in this hotel??! No peanuts, no chocolate bars, I also find this very odd, I have never been in a major brand hotel without. Oh and no Nespresso machine, a nice to have as most hotels do these days but not even in the suite.
Last frustration, driveway management, so the drive way is quite small but if you actively manage it, it can be smooth. On both mornings I had to sit and wait in my taxi while people in front loaded or unloaded. Honestly this was avoidable both times if someone assertively managed traffic. One time I got out and complained and he pointed at a car without a driver...well don’t let him do that, it’s your driveway and it’s your job to manage it.
Based on my experience the target market of this hotel is large groups rather than lone business travellers, there are so many other nice hotels in KL I am unlikely to return.
Business - Nov 16, 2017