Pavilion Hotel Kuala Lumpur Managed By Banyan Tree

TripAdvisor rating 4.5/5 1,059 reviews

Pavilion Hotel Kuala Lumpur Managed By Banyan Tree - Image 1
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170 Jalan Bukit Bintang, Kuala Lumpur, 55100 KUALA LUMPUR, Malaysia

Description

Hotel extras

  • Wireless Internet Connection

  • Floor to ceiling windows with city view

  • Direct connection to Pavilion Kuala Lumpur Mall

Our accommodation(s)

Hotel location

Pavilion Hotel Kuala Lumpur Managed By Banyan Tree

170 Jalan Bukit Bintang, Kuala Lumpur
55100 KUALA LUMPUR
Malaysia

GPS:3.148601, 101.714946

Telephone
Fax +60 3-2117 2999

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

TripAdvisor Rating  4.5/5  1,059 reviews

Certificate of excellence 2024

My black swan moment at this property

TripAdvisor rating 2.0/5

Vaibhav N Families - TripAdvisor review

Checked in mid day for and the rooms were available and ready. Great start, I thought. Coming from Cameron Highlands Resort as a stopover in KL, I expected nothing less. Turns out the thermostat in my room was malfunctioning as it was getting too cold and I had a sick coughing kid with me. Engaged the engineering team who promptly showed up within 10 mins at 10.30pm and told me that I had put the Aircon settings incorrectly, questionable tone challenging my intelligence. I told them that I have tried every setting but it still gets too cold at 20 degrees instead of 25 that I wanted. Few settings were changed by the staff again and I had to call them back again as it was again too cold. The engineer then switched off the Aircon and said he will need the room to warm up again and possible get up at the vent to check or I could sleep like that with the Aircon off. He said I could choose to change the room but he will have to notify his manager, I said ok and he left, nothing after that. I just slept. Next morning, I went down to the front staff at 10.30am and they only had a note saying I was attended to last night. I requested intervention again and was told they will find out what happened. Came back and waited for an hour but no one showed up. Called again and was told the engineering team is busy with another room and they will come at 1pm. A different staff came at noon and changed the thermostat which was then working fine. I expected better handling. Next, I noticed there was no turn down service the first night so I requested it to be provided the second night. Told it on chat, on app, and also at the front desk, chose my preferred aroma etc and what not. Guess what? Nothing! It would have been nice to get my kids soiled diapers disposed. I’m not a stickler for such things but I had those expectations reading other reviews here on trip advisor. I guess this was just a rare event. Breakfast, swimming pool, room amenities and location are great although traffic can get you sometimes if you are not used to driving in peak hours in KL. I can probably give this property a miss next time as there are huge number of options at a stones throw away at comparable prices. Ruined the Banyan Tree brand for me personally.

Nice hotel with great service from Mr Yuen at reception.

TripAdvisor rating 5.0/5

Jasmine C Families - TripAdvisor review

Staying at Pavilion Hotel is my best choice each time I visit KL. Reception - Mr Yuen provides excellent and cheerful checking In process. He is patience and friendly. Thanks to his meticulous that enhance my stay enjoyable and happy. Good choice to be back into this hotel again.

Amazing

TripAdvisor rating 5.0/5

Adam R Couples - TripAdvisor review

It was an amazing experience. We had a really really good time shopping there the restaurants the bar we went to a Chinese restaurant and we went to the rec stations which shops and lots of other Chanel from from cosmetics to clothes electronics watches you name it they have it absolutely wonderful.

Dear Adam R, Thank you for sharing your remarkable experience, following your recent stay at Pavilion Hotel Kuala Lumpur. We are delighted to hear that you had such a wonderful time shopping, dining, and exploring everything the area has to offer. With its variety of restaurants, bars, and luxury brands, Pavilion is truly a shopper’s paradise, and we’re so glad you enjoyed it to the fullest. We truly appreciate your kind words Adam R, and hope to welcome you back for another amazing stay in the near future. Best regards, Emile Otte Hotel Manager

Safety Violation after Guest Checked-In

TripAdvisor rating 1.0/5

Faidzal N TripAdvisor review

Your "Turndown Service" ,as per below explanations from one of your duty managers, clearly violates the safety aspect of every guest who have already checked-in the hotel room. Do not think your team have the right to enter guest room at all times even thought guest had gone out for awhile after checking-in unless emergency or make up room service upon guest request. Guest might have their personal belongings taken away or wrongfully used by your room cleaning staffs. Turndown services is failed service which needs to be reviewed by your top managements. Terrible experience for me. Good evening Mr. Faidzal. First of all, I would like to introduce myself. I am Nadiah, the Duty Manager for this evening. Secondly, I would like to address the issue that you highlighted to one of my colleagues last night regarding the turndown service and I have been informed that you are expecting an email from us regarding the issue. Unfortunately, we did not manage to get your email address at check-in. I would like to extend my sincerest apologies for the inconvenience you experienced last night and I completely understand your concerns regarding our housekeeping team entering your room for turndown service while you were not present, and I am truly sorry that this situation made you feel unsafe and unsettled about your personal belongings. Please allow me to explain that turndown service is one of the standard services provided by our hotel to ensure our guests enjoy the highest level of comfort during their stay. However, we deeply regret that this service did not meet your expectations, and we completely understand how this could have caused you discomfort. Moving forward, the team has been clearly informed to refrain from entering the room unless specifically requested by you. As a gesture of goodwill, we would like to offer you a room upgrade to the next category on your next visit, should you choose to stay with us again, in order to make up for this unfortunate situation. Please let us know if this is something we can arrange for you. Once again, I sincerely apologize for the impact this had on your experience, and we appreciate your understanding. We value your feedback, as it helps us improve and ensure that our future guests have a seamless and enjoyable stay.

Dear faidzaln, Thank you very much for sharing your feedback, following your recent stay, at Pavilion Hotel Kuala Lumpur. We sincerely regret that our turndown service caused you concern, and we deeply apologise for any discomfort you felt regarding the privacy and security of your room. Guest safety and security are our top priorities, and we understand the importance of ensuring that all services align with our guests' expectations. We appreciate your feedback and will be reviewing our procedures internally to ensure that turndown service is conducted with the utmost respect for guest privacy. We are truly sorry that this experience impacted your stay faidzaln, and we truly hope, this has not marred your opinion of us, for future visits. Best regards, Emile Otte Hotel Manager

Worth the money spent!

TripAdvisor rating 5.0/5

nadia_nabila03 Families - TripAdvisor review

First time staying here and i did not regret! Worth the money spent. Pricey but worth it! Booked this hotel as it was my dad’s birthday. They did a simple decoration in the room and provided a small cake as complimentary. Strategic location as it’s connected to the Pavilion Mall. Near food places at bukit bintang. Walking distance to everything! Definitely would not be the last time staying at this hotel! Breakfast buffet was a very good spread for a foodie like me. Staffs were all very friendly and approachable. One thing to improve is maybe can update the TV to a smart tv where you can screen mirror to play netflix etc. 💯recommended!

Dear nadianabila04, Thank you so much for your wonderful review on TripAdvisor, concerning your recent stay at Pavilion Hotel Kuala Lumpur. We are delighted you enjoyed your first stay, especially the birthday decorations and cake for your dad. We are also glad our prime location enhanced your experience, and that you enjoyed our breakfast choices as well as our attentive service. Meanwhile, we appreciate your suggestion regarding smart TVs in our rooms.  We are always looking for ways to enhance our guest experience and will certainly take your feedback into consideration. Thank you again for your 💯 recommendation, nadianabila04, and we sincerely hope to continue to be your hotel of choice, for many visits to come. Best regards, Emile Otte Hotel Manager

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