Pavilion Hotel Kuala Lumpur Managed By Banyan Tree

The hotel is reasonably new and the room is decent. However, the service is TERRIBLE and the staff are INCOMPETENT. Service is NON-EXISTENT. DO NOT stay at this hotel which is a DISGRACE to Banyan Tree, a supposedly 5-star brand. My room service (only a salad and a drink) was delivered 20 minutes late despite having placed the order 1.5 hours in advance and I had to speak to staff 3 times. The salad was disgusting. Breakfast is poor. My laundry was not done because my trousers were missing a button. My room was not made up on one day. Staff repeatedly rang my door bell and banged at my door while i was on a zoom meeting and did not open the door. DO NOT STAY at this hotel

A true luxury hotel in the heart of Kuala Lumpur. Arrival experience was perfect. As we booked the Club Grand Oasis, we were ushered to the Club lounge for check-in by the lovely Front Desk staff. Check-in was a breeze, and after which we immediately enjoyed some food that were offered at the lounge as they were serving the evening cocktail. The room was big with a wonderful view of Bukit Bintang. Everything worked as it should, which is always good. Bed and pillows are plush and comfortable, but the bed was a tad too soft for my personal liking. My partner, on the other hand, loves it. The breakfast was excellent, and the wait staff was always polite and helpful. The Club lounge only opens for breakfast on Saturday and Sunday mornings. We didn't mind as we have a wider choice having it at the coffeehouse. Food is delicious and regularly replenish. It was a very good experience again, as we stayed here in 2019. Very well maintained and still good as it was. The only downside I see is there is no direct elevator to the ground floor or the shopping mall. I guess this is due to security. However, it is not much of a hassle as the elevators are fast.

Worst breakfast I have ever encountered, i was warned multiple times not to stay here but we thought we would give it a try, what a mistake!! Rude check-in staff, didnt even say hello, just grunted at us and then wanted us to wait an hour upon arrival, this was at almost 4pm, totally unacceptable. TV didn't work, they came to the room, was not able to get it working said they would fix it and never returned..how are you even still open? How do you local guests even accept this? Compared to other options in KL we regularly stay at, this venue felt like a hostel. Dirty hallways. Stains all over the carpet in the room and the common areas. Good luck guys, you need it

We went to KL with my husband's elderly parents who can't walk much. The hotel is directly connected to the Pavilion Shopping Mall at level 2&3 so our parents could still enjoy a bit of shopping and eating out with us there. The hotel staff were very attentive and accommodating. They were always happy to assist us. Our taxi to the airport failed to turn up at 5am, the concierge staff run out to the road to find us a taxi which we really appreciated. We could borrow a wheelchair from the hotel but we're allowed to use it only within the hotel. The Pavilion mall also provides a wheelchair but we need to go to the concierge on level 3 which is about 5 mins walk from the hotel. So just for us to get the wheelchair and back, the elderly parents had to wait for about 15 mins standing as there are no seats around the area that connects the hotel to the mall. When we returned it, we had to send the elderly parents back to the hotel and then walk back to the concierge and back the hotel which was all up about 20 mins journey. It'd have been easier if the hotel allowed us to use their wheelchair into the mall too. Also as club level guests, we could put 3 pieces of garments for laundry for free. Some clothes came back damaged unfortunately. One of them was jeans which I thought is a tough garment. It has now some permanent bubble shaped bumps. It looks like someone left a clothes iron for too long or pressed it too much. My husband's polyester T-shirts came back shrunk. I'd recommend others not to send delicate clothes for laundry. We've stayed in many hotels in KL and this hotel is really clean and well maintained compared to many other hotels. Despite of some small flaws, we feel that their service is also better than other hotel of similar class. We'd definitely stay there again when we are back in KL.

I enjoyed every minute in this hotel and felt sad to leave...As soon as I arrived at this hotel from KLIA I was welcomed with a smile at the front door by the bellboys. Another smile at the reception and straight to the club lounge for check-in. From this moment on I felt so good that I didn't want to leave. The room was modern and well-equipped, breakfast was great, room service was good but the best thing was the club lounge. The great staff at the lounge, managed by Roshidi Ikhmal, did everything to make my stay enjoyable. Coffee, breakfast, and cocktails at the lounge were great! They even handled my laundry and helped me find my way in the huge Pavillion mall next door. Can't wait to visit this hotel again!