Mercure Kuala Lumpur Shaw Parade 4 stars

Note: this is part 3 of a series of 3 hotel KL hotel reviews I will write in the next 2 months. How is this hotel not ranked as #1 on Tripadvisor? I selected this hotel having considered other (much) higher ranked hotels on Tripadvisor. It is a curiosity that this hotel has a stellar value for its price point, great location, similar amenities, and newer, well-kept facilities, yet it is ranked lower (top 15) than other hotels that have smaller rooms, dated facilities, much pricier, etc. I expected to be unimpressed at Mercure but instead I was blown away by this gem of a hotel. The facilities are almost indistinguishable from the other two KL hotels I’m reviewing (whose rates are >2X more). If anything, Mercure is better as it is newer (2 years old) and well maintained. My room & bathroom were spacious, well-appointed and designed. Outlets and switches are well situated and Wifi signal was strong. What other reviewers have written about the bed is true. I had my best nights of sleep ever during my stay – their bed is giving Westin’s Heavenly Bed a run for its money. Mercure’s breakfast offers the same diverse dining "stations" but variety is a little less. However, I find that what it lacked in quantity, it made up in quality. As a nasi lemak aficionado, their nasi lemak is the best of the three hotels I’m reviewing. What impressed me the most was their outstanding customer service. My experience with most hotels these days is that their staff has become a blur of tired, overworked and disenchanted, who are provided a script on how to squeeze more revenue and politely do as little as possible. The staff at Mercure genuinely wanted to be helpful. As an example, on my first morning there, I accidentally slept in, and had a late start on my planned walk to the highly google ranked nasi lemak stalls near the twin tower (about an hour away). The front desk staff (without fail) greeted me every time I’m in the lobby – politely asking how they could help. Upon hearing my plans, Wilson equipped me with bottles of water and an umbrella (which I greatly appreciated when I was in the relentless heat and humidity during my walk). Such thoughtfulness is so rare these days. I was really pleased that I “took the chance” and stayed here. I tend to be a tough reviewer, and it such a pleasure to be able to highly recommend Mercure Shaw Parade without any reservations.

Great

We have been frequent visitors to the Mercure. Just over the past three months My wife and I stayed a total of 26 days. After this last visit my wife said never to return to the Mercure ever again. On the most recent visit staying a total of 13 days we were given the worst room on the lowest floor that we have ever had at the Mercure. When my wife saw the room she almost cried. The room was one with the fire hose outside which meant that the closet was shortened due to the fire hose location. Not enough space for the two of us for 13 days. The couch was not a full couch but a shortened one which meant when I left during the day there was no place comfortably within the room to sit and read her books. The volume on the TV was controlled to such a low level neither one of us could hear without sitting on the edge of the bed. Under the bed a previous guest “used” condom wrappers were found. We were too embarrassed to say anything about the room as we never complain, we just do not return. Many other things were bad also especially getting the welcome drinks, to the food in the breakfast area. We will miss both Sajeeb (baggage handler) and Hanam in the restaurant, both excellent people in many ways. We will not miss the Mercure!

I always choose to stay in Mercure Shaw Parade whenever I come to KL. Excellent rooms, clean and comfortable. Good and efficient staff especially the frontline of Mr Wilson Tan and Miss Cindy. They are very patient and attentive to customers' needs. I will surely recommend friends to stay in Mercure Shaw Parade.

Went to the gym on the 20th floor and could not find the gym. No staff at the pool. Went downstairs and asked and was told it’s up the stairs. Went back but no signage. Also in my shower, the shower gel in the bathroom was titled hand cream.