As always, Sofitel has always maintained a high standard with comfortable and well-appointed rooms. I always enjoy staying at Sofitel. However, this was my first time staying at Sofitel Kuala Lumpur, and I felt that there are some areas where the service could be improved. For example, I called the operator to request two pairs of spoons and forks. I was told that it was currently a peak period and that the team was busy, which I completely understand. However, when I asked when they would be able to deliver them, I was told that they “don’t know”. As a result, I had to go downstairs and collect them myself. The checkout process was also quite slow. It took around 15–20 minutes, and I feel the process could have been slightly faster and more efficient. Overall, it was still a good stay, and we really enjoyed the room and the comfort that Sofitel provides. I hope the service experience can be improved to match the high standard of the hotel.

Room is spacious and location is good for food and shopping

Unfortunately, this was a very disappointing stay. The television in the room was not functioning properly, which was inconvenient, but the most serious issue was the bed. The mattress was extremely uncomfortable, and I could actually feel the springs while lying down. This made it very difficult to rest properly and significantly affected the overall quality of my stay. For a Sofitel stay, a comfortable and properly maintained bed is a basic expectation, and in this case, the condition of the mattress was simply not acceptable. Combined with the malfunctioning television, the room did not provide the level of comfort I expected. I hope the hotel will look into these issues seriously, particularly the condition of the mattress, as this had a direct impact on my stay.

Dear Mr. Jeffery Tan, I am writing to formally share my disappointment regarding an incident I experienced during my recent stay at Sofitel Kuala Lumpur Damansara from 25 September 2026 to 26 September 2026. I am an Accor ALL Platinum member Membership No： 30…3678 4 and having stayed at various Accor properties, I have generally come to expect a consistent level of hospitality and service from the group, particularly when using an executive or Club Lounge. Unfortunately, my experience at the Club Millésime Lounge on the 22nd floor on 26 September 2026 was rather disappointing. At approximately 4:40PM, I went to the Club Millésime Lounge on the 22nd floor to check out. After completing my check-out, I informed the female staff member at the Club reception that I would like to remain in the lounge for a short while to have a coffee and some light refreshments before leaving the hotel. She acknowledged this and told me that it was okay. Based on this confirmation, I remained in the Club Lounge for approximately 20 minutes. When I subsequently went to the food counter to take some light refreshments, I was stopped by a male staff member, who told me that because I had already checked out, I was no longer allowed to take any food. I found this situation extremely uncomfortable and embarrassing. My concern is not about the food itself. What disappointed me was the inconsistency in communication and, more importantly, the way the situation was handled. I had specifically informed the front desk of my intention to remain in the Club Lounge after checking out, and I was clearly told that this was acceptable. Therefore, it was quite surprising to be challenged later by another staff member in front of the Club Lounge. As an Accor Platinum member, I have stayed at many Accor hotels and have on occasions checked out because of late flight schedules, while remaining in the Club Lounge for a period of time before travelling to the airport. I have never experienced a situation where, after being given permission to remain in the lounge, I was subsequently made to feel that I was no longer welcome to use the lounge refreshments simply because I had completed my check-out. If there is a specific hotel policy stating that Club Lounge access and refreshments immediately cease upon check-out, I would have no issue respecting that policy. However, in that case, I believe the policy should be clearly communicated by the Club Lounge staff at the time of check-out. What I found particularly disappointing was that I had already asked the staff member before remaining in the lounge, and I was told that it was fine. The subsequent handling by the male staff member therefore made me feel uncomfortable and somewhat embarrassed. I would also like to respectfully point out that the manner in which such a situation is communicated is very important. Even if there was a misunderstanding or a hotel policy that I was unaware of, the matter could have been handled in a much more courteous and discreet manner. As a Platinum member, I do not expect special treatment. What I do expect is clear communication, consistency among staff members, and a level of hospitality that reflects the standards associated with the Sofitel and Accor brands. I would therefore appreciate it if you could look into: 1. The hotel’s policy regarding Club Millésime Lounge access and refreshments after a guest has checked out. 2. Why I was given permission by the front desk staff to remain in the lounge after checking out, only to be told shortly afterwards that I could not take refreshments. 3. Whether the relevant staff members have been properly briefed on this policy so that similar misunderstandings do not happen to other guests. 4. Whether the manner in which this situation was handled is consistent with the service standards expected at Sofitel. I am sharing this feedback with you directly because I believe this is something that can and should be improved. My intention is not simply to complain, but to ensure that a similar experience does not happen to other Accor members or guests in the future. I would appreciate hearing your explanation and feedback regarding this incident. Thank you for your attention to this matter. I look forward to your response. Yours sincerely, Ng K. W. Accor ALL Platinum Member Membership No. 30…3678 4

The breakfast buffet food was a big disappointment. Some of the food were not fresh. When one coffee machine was down, no contingency back up in place, causing much delay in delivery of coffee to guests. “Chefs” on site also did not seem to be professional chef either.

This hotel needs to be renovated...

Good location and easy to get to PJ and KL area. However, the TV at the hotel is not A. smart TV and A. bit disappointed with the breakfast menu

The experience began poorly due to the service at the reception desk from Mr. Faizur. The manager handled the issue effectively. Overall, the stay was good, though it fell short of expectations. I have had better experiences at other hotels in the same class.

Comfortable stay and quiet stay staffs service is good

The room was very quiet and spacious, the shower pressure was good and the bathtub had a good size. All those things were expected from a good hotel. What made my experience amazing was the service provided by the staff, specially at the Millésime Club. I would like to praise the breakfast crew, the afternoon cocktail crew and the afternoon tea crew (Salim, Lea, Sofeea, Kia, Vino and chef Zan) for their incredible job and for made me feel spoiled. I would also would like to thank Hkajal for helping set the air conditioning at my room and for the front desk for helping me with my shoe problem (they provided me with super glue and saved my day). I hope to come back and stay longer at Sofitel Damansara.

We stayed here for three nights, spread over two stays. We used our SNUs to upgrade for two nights, and the hotel upgraded us to a junior suite for the third night. Many thanks for that. Welcome chocolates were also provided, and much appreciated. Breakfast in the lounge was superb. The room was very comfortable and spacious. The lounge on all days was fantastic, with excellent service from everyone. Salim (if I'm not mistaken about the name) also got us reservations in Nezza one evening. And we ate at Wan Chun Ting one other evening. Excellent Peking Duck, I must say! Since we had a very early morning flight, and checked out at 5:00 am, the hotel also gave us a takeaway breakfast to eat later. Check-in and check-out was efficient and quick. Location-wise, its not in the busy Bukit Bintang area.. however it is only a short cab ride away if one needs to visit For future stays, this hotel will definitely be my preferred hotel in KL.

A very short trip - but made easier by a great room, fabulous bathroom and access to the club lounge !

Nice experience

It was no fuss. Managed to get a late checkout as our flight is very late. Room was clean. However, we were disappointed that we were not told that we get access to the club lounge until I saw that our room gets us the access when I checked the app when I was leaving. I wasn’t aware of the Mastercard offer too. We presented a Mastercard upon check-in. I didn’t know that my room wasn’t paid until I checked out.

Very good overall. Loved the room and the facilities.

Very disappointed with our stay with Sofitel kl, the pillow bedsheets and pillow covers had strong musty smell. It was unpleasant and make it feels uncomfortable. The room also dusty triggered nose allergies. Also very hard to find a parking place

Overall stay very good. Convenient location next to mall and cafe

Check in was smooth by Revan, had a quick nice chat. Room & deco done by Suman & another attend I think, everything was neat & deco was amazing. Appreciate the cake & arrangements despite short notice. Shafi was helpful upon check out as well. Will be back. Tq Revan for the arrangements!

All good, only thing is it took too long to check in. Around 10 mins