Novotel Kuala Lumpur City Centre 4 stars

Customer review rating (ALL Rating) 4.4/5 3,331 reviews

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Novotel Kuala Lumpur City Centre - Image 1
Novotel Kuala Lumpur City Centre - Image 2
Novotel Kuala Lumpur City Centre - Image 3
Novotel Kuala Lumpur City Centre - Image 4
2 Jalan Kia Peng, 50450 Kuala Lumpur, Malaysia

Description

Hotel extras

  • 5 min walk to Pavilion Kuala Lumpur and Kuala Lumpur Convention Centre via link bridge.

  • Dedicated parking space for large vehicles such as MPV, SUV, and 4WD available at Basement 2.

  • Cashless parking using Touch N Go, Visa, MasterCard, Amex, UnionPay, or MyDebit.

  • Special parking rate for in-house guests at only MYR5 flat rate per day with multiple entries.

  • A MYR10 Tourism Tax per room per night applies to all foreign guests, payable at the hotel.

Our accommodation(s)

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Hotel location

Novotel Kuala Lumpur City Centre

2 Jalan Kia Peng
50450 Kuala Lumpur
Malaysia

GPS:3.151229, 101.71252

Telephone

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Food Exchange

Culinary delights await at Food Exchange, where you can indulge in a diverse selection of international and local cuisine available for lunch and dinner. Treat yourself to the indulgent palatable a la carte menu for a feast.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.4/5  3,331 reviews

TripAdvisor Rating  3.7/5  4,736 reviews

Somewhat Happy Ending to a Comedy of Errors

TripAdvisor rating 2.0/5

Tommy K TripAdvisor review

Stayed at the Novotel Kuala Lumpur City Centre for two nights as an ALL Plat. Poor overall experience, though the executive lounge on the first floor was a nice touch and offered some decent amenities (particularly premium sparkling and still water) Arrived at the Novotel at 12.30pm but room was not ready despite prior conveyance of arrival details. Quite pointless to proactively reach out to Plats to get arrival information only to reply that check-in is subject to availability and if the room can't be ready 1.5 hours ahead of regular check in. Might as well not reach out with a pre-arrival email at all. Faced significant issues with laundry not being returned on time which the property claimed was due to a missing deposit (despite no such specific instructions being provided). There were also issues around not being able to contact an operator via the in room phone, which represents not just a service but also a safety issue. The delayed laundry required a protracted discussion and follow-up for the hotel to resolve the matter satisfactorily. It was disappointing that the hotel's internal discussion with its GM allegedly determined that the hotel would not provide any service recovery. This was not very hospitable, particularly when the decision was made with false information. The hotel had also unilaterally charged the guest's credit card (even after being informed that the guest would like to speak with a management rep in the afternoon) after the false assumption that the guest departed (despite luggage being in the hotel's possession). Charging a credit card that is not on file is disingenuous when the hotel was relying on the argument of not having a credit card on file as justification for the laundry issue and lack of service recovery. The staff here are friendly and well intentioned but not hospitality minded. It would take fundamental mindset and culture change to turn this place around, apart from relying merely on its good location to drive business. At the Novotel's price point, there is absolutely no reason for prospective guests to stay here. Those looking for access to Pavilion can stay at the JW or Grand Millennium, while ALL Elites will be better off at the Pullman.

Customer review rating 0.5/5

Jean Y. C. Families - Confirmed reviews ALL

Subject: Extremely Disappointing Stay – Request for Follow-Up Dear Novotel Kuala Lumpur Management Team, I am writing to formally express my deep disappointment regarding my recent stay at Novotel Kuala Lumpur. Unfortunately, the overall experience fell far below the standards I expect from an Accor property, and several incidents were simply unacceptable. We checked in late, around 9:40 PM, and were offered a late checkout until 1 PM. While this gesture was appreciated, the issues we encountered afterward overshadowed any goodwill. 1. Room Service – Delayed and Poor Quality We ordered room service that evening, which arrived 45 minutes later. The food was served cold and the taste was notably sub-standard. This was already discouraging for a hotel of your brand and category. 2. Serious Hygiene Incident at Breakfast The next morning, I experienced what I can only describe as a shocking and unacceptable incident: a dead fly on my breakfast plate. Your F&B manager and team did come forward with apologies, along with a letter and cookies. While I recognise the gesture, it does not erase the memory of such an unhygienic experience. For a hotel dining venue, this is not acceptable by any standard. 3. Overall Lack of Stewardship and Hospitality Across the stay, it was evident that the property suffers from a lack of stewardship and attention to detail. Examples include: Unappealing food presentation (e.g., the noodle station looked neglected and unattractive) Jam pots displayed without labels facing forward Long and unmanaged waiting times for simple items like poached eggs A general absence of hospitality in guest interactions Having stayed in Accor properties for decades, these gaps were extremely disappointing. 4. A Personal Note as a Long-Time Accor Loyalist As a French citizen, I have grown up with Accor since my childhood. It has always been the benchmark of reliability, hospitality, and comfort for me and my family. Experiencing such an off-track stay raises serious concerns about the consistency of the brand. It has reached a point where I am genuinely reconsidering whether it is still worth maintaining my Gold membership and loyalty to Accor. I understand this property may be older and was acquired from another company, but this does not excuse lapses in hygiene, food quality, and service culture. The Novotel experience simply was not present. Given the seriousness of these issues—especially the hygiene incident—I request that you escalate this matter to senior management and revert with: 1. An explanation of how such incidents were possible, and 2. The corrective measures that will be taken to ensure this does not recur. I sincerely hope this feedback is taken seriously, as this stay was far below the standards expected of Novotel and Accor. I look forward to your reply. Warm regards, JY C.

Dear Jean Y. C., Thank you for taking the time to share your detailed feedback with us. Please accept our sincere apologies for the inconveniences and the shortfalls you encountered during your recent stay at Novotel Kuala Lumpur City Centre. We are truly sorry that your experience fell far below the standards you rightfully expect from an Accor property. The issues you highlighted, from the delayed and unsatisfactory room service, to the serious hygiene lapse during breakfast, and the overall inconsistencies in hospitality are unacceptable and not reflective of the service we aim to deliver. We fully understand how distressing these incidents must have been, especially as a long-time Accor loyalist. Please be assured that your comments have been escalated to the respective department heads. We have since increased the frequency of refresher trainings across all relevant teams to strengthen operational standards and ensure that such oversights do not recur. Additional reviews of our hygiene practices, food quality control, and service delivery are also underway to address the specific gaps you highlighted. We truly value your loyalty to Accor over the years and deeply regret that we fell short in providing the comfortable and reliable experience you expected. Your feedback is invaluable in helping us improve, and we hope to have the opportunity to restore your confidence in us. Thank you once again for bringing this to our attention. Sincerely Angelia Ku General Manager

Customer review rating 2.0/5

Shahrukh K. Families - Confirmed reviews ALL

Concerns: My wife and I stayed at Novotel KLCC between 27th and 30th November. During our stay we had several bad experiences. Firstly, the room was not ready to check-in at 2pm and we had to wait additional hour to get the room. After we got the room and slept at night. We experienced that the bed had bugs that resulted in bed bug bites and bump on my partner arms and legs. We were very sad with this experience.

Dear Shahrukh K., Thank you for taking the time to share your feedback with us. We are truly sorry for the inconvenience you and your wife experienced during your recent stay. Having to wait for your room and then encountering issues of this nature is not the standard we strive to uphold, and we sincerely apologise for the discomfort caused, especially with the bed bug bites. Following your report, our team conducted a full inspection of the room together with our certified pest control specialists, and the findings were negative. However, as an added precaution, we have carried out a thorough deep cleaning and treatment of the room. Your comfort and well-being are our priority, and we regret that we fell short on this occasion. We truly appreciate you bringing this to our attention, as it helps us improve our service. We hope to have the opportunity to welcome you back for a much better experience in the future. Sincerely Angelia Ku General Manager

Customer review rating 4.0/5

Zulkiflee K. S. A. Families - Confirmed reviews ALL

Good location, friendly and helpful staff

Dear Zulkiflee K. S. A., We very much appreciate your comments regarding your stay at the Novotel Kuala Lumpur City Centre. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Angelia Ku General Manager

Customer review rating 4.0/5

Mark A. Business - Confirmed reviews ALL

open areas are very cold, other that that, the hotel is great

Dear Mark A., Thank you so much for taking the time to leave us a rating. We truly appreciate your positive feedback and are thrilled to hear that you enjoyed your stay with us. If you have any specific comments or suggestions for improvement, please feel free to share them with us. We hope to have the pleasure of welcoming you back again soon. Sincerely Angelia Ku General Manager

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (Some taxes may be payable on arrival at the hotel (for example, tourist tax), depending on current local regulations.) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.