Hotel Istana Kuala Lumpur

*****

I stayed at Istana Hotel KL from 11th to 17th Jan and thoroughly enjoyed my stay.

I checked out at 3p.m. on 17th and left my luggage with the Concierge until my taxi, booked for 7p.m., arrived.

On attempting to recover my luggage it was missing.The Concierge, after fruitless searching, assumed that my bag had been passed out along with a large number of bags that went with a group that had left for the airport about 30 minutes earlier.

After a few phone calls the Concierge arranged for the driver of the group to check the bags on arrival at the airport. It proved to be the case that my bag was with this group.

It was now 7.40p.m. and I had cancelled my taxi. The Concierge then took me in an hotel vehicle to collect my case, which was at KLIA and then transfer me to LCCT in time for my flight to Australia.

The effort, IDRIS, the Concierge put into locating and retrieving my bag was outstanding and I have no praise high enough for his effort and his kindness.

Because of his service to me, I have no doubts whatsoever that my trust in staying at the Istana Hotel KL again is assured.

I left a few suggestions on departure that I believe will upgrade the hotel even further but overall I have to say this is one of the finest hotels I visited on my five week tour of Asia which included Vietnam, Malaysia and Cambodia.

My thanks for your hospitality, your kind personnel and for people like IDRIS.

Tweed Harris

Suite 2026

*****

Sir,
 
I would like to comment on my stay in Istana Hotel room 1907 from 11 Dec to 15 Dec 2011. I frequent KL at least once a year and this is my 2nd stay in Istana. My husband and I booked the club room but was eventually given a normal deluxe room at level 6 by the receptionist upon our arrival. However, upon realising that the room was wrong, we informed the receptionist and was then referred to Chitra at the Club Lounge. Chitra handled the check in to club room swifty and efficiently. She changed us to the club room that we booked for in less than 5 minutes.
 
I was reluctant initially to return to Istana Hotel as my 1st stay was normal and same as other hotels. However, we decided to book for Istana hotel again as my other family members had also booked the 2 bedroom suite during this period. I was very impressed with this stay and my impression change immediately after check in. Housekeeping was very prompt and I would like to thank Amir who cleaned up my room daily. Breakfast spread was scrumptious and the waiters were very prompt. The waiters ensured the empty plates were cleared promptly. I did not see any empty plates stacked on any table. My stay in Istana hotel really makes me feel at home. I love the fact that the room was ready for us to sleep in each time we returned back to the room at night with an orchid placed on the bed. The small touch such as the fruit basket and biscuits given complimentary makes us feel home and welcome. With the pampering and treatment given to us by your team, how can we fault them in any instances even if they made any.
 
Comparing to my 1st stay at Istana hotel 5 years ago, I find that the service improved. Well done on this improvement. Its really worth our money to be staying there and I we will definetely returned there again. I would rate this hotel as 9.5/10. Well done again for the good service and well trained team. It have been an unforgettable wonderful experience stay. Will be looking forward to stay there again soon.
 
Regards
Sharifah
(Singapore)

*****

I was at your place last week, 4^th December 2011, attending a wedding function of my friend, Datuk Maznah Hamid’s daughter.  I went to your toilet which is located next to your ballroom. Suddenly, I realize that my hair brush was not in the bag !  Since there was a cleaner inside at that time, I asked her if she has a hair brush and she replied no.  

She noticed what I was doing whereby instead of using the hair brush, I just used my hands to sort of combing my hair. She came to me and look at the back to help me and even fixed my hair clip and then telling me don’t worry, you are ok..!

Letchumi was good as she realize the problem the guest was facing and offer assistance.     

Letchumi has demonstrated what that being said often in hospitality industry “service is offered and not being asked “

 Perhaps you can share this with the team  

Thank you and regards,

Biby Hj Abdul Majid | Human Resources Executive

IHG^® | Crowne Plaza Mutiara Kuala Lumpur

*****

To the Manager of Hotel Istana,

My name is Katherine Nestor and I stayed at your hotel from the 17/12/2011 to 26/12/2011.

I am writing to you to thank your staff and yourself for the wonderful stay that that my partner and I had at Hotel Istana. The stay at the hotel was definitely a highlight of our trip to Kuala Lumpur. I loved being greeted by friendly staff with smiles on their faces no matter what time of day. Staying over Christmas we experienced the Christmas joy and exciting atmosphere provided to us by the hotel making it much easier to be away from our friends and family back in Australia.

We would definitely love to come back and visit your Hotel when visiting Kuala Lumpur again in the near future. I will be recommending Hotel Istana to all my friends and family when travelling to Kuala Lumpur to ensure they have a wonderful time!

Thank-you again

Katherine Nestor

*****

Best Greetings,

I would like to thank the very helpful and warm-welcoming staffs of the Hotel Istana who have made my stay here so wonderful.

Thank you to Abdul Aziz, Sony, Subhan, Salleh, Audrey, Manisa for warm greeting & much help.

At the café, thank you to Zaitun, Akbar, Razzi , (and the tall slim gentleman in black, the breakfast manager, and the hostesses for greetings)

And thank you to Eva for cleanind and tidying my room.

I congratulate the hotel for a sincere and hardworking team.

Best to all for 2012 and beyond.

Dr Rhonda Zaharna

*****

Dear Sir/Mdm,

I and my families (my family, my brother-in-law family and my father-in-law) stayed at your hotel from 18 December 2011 to 21 December 2011 at room 813, 814 and 824. We would like to give our compliment to your staffs Miss Farina and Miss Lily whom have made our stay a memorable.

Our families are there to celebrate my father-in-law 69 years old birthday and during our stay we have requested a compliment cake to celebrate for my father-in-law. However to our surprise the cake given to us and my father-in-law and the children really love the surprise. Thanks Ms. Lily for arranging the lovely and tasteful cake.

Every morning when we are the restaurant for our breakfast, the Malay staff whom rendered the eggs corner was really friendly to many guests and he really enjoyed cooking for the guest and always greets and put on a smile. Sorry, I do not have his name but the cook was using a small stick to turn the eggs or omelet.

On our last day when my son and niece was ill, we approached Miss Farina for late check out on one of our room as our flight was at 8.10pm in the night. However, Miss Farina always with a smile tried to help us and shown concerns to both my son and niece. We really appreciate for her helps.

Is a great memorable stay at Hotel Istana KL and the 3 staffs mentioned is an assets to your hotel.

Please send my greatest appreciation and commendation to the mentioned staffs.

Thank you.

With Regards

James

*****

Hi

My wife and myself stayed at your hotel from the 15 Aug to the 18 Aug   2011 and we would like to congratulate yourself and your staff for making our short stay a memorably one. Your staff were all fantastic and would go out of their to help us in any way needed. We would particularly like to thank Farina who greeted us in the lobby always with a smile and we wanted to take her back home as our 4th daughter. Farina was interested in where we came from and our 3 daughters back in Australia. The pool was great and the breakfast was fantastic along with the happy omelet making cook .We will stay at the Hotel Istana when we visit KL again. Would you say hello to Farina for us?

Kind regards

Greg and Julianne Brown

Adelaide  South Australia

*****

Hi,

My husband and myself stayed at the hotel for our 1st wedding anniversary in April and we are from Australia.  We arrived at the hotel on 16/04 and were greeted by wonderful staff.  Our stay was just amazing because of the service that was provided to us.  I would recommend this hotel to all my friends and famliy and looking forward to coming back soon with my parents this time.  I have stayed at many hotels but the experience of this was beyond my expectation.  Keep up the good work.

Regards

Shiraaz & Shabina Ali

*****

Thank you for your great experience. Your hotel staff were all wonderful. They thankfully give us beautiful smile always. It is very good point. Also, there were 2-sinks per room. It's great point as well. Usually in the morning, we are busy, but in this style we could set ourselves no hurry, no waiting another one! Location was excellent as well. Breakfast was delicious! I definitely want to stay at Istana hotel when I visit KL :)

Thank you.

*****

Dear Sir/Madam,

I would like to compliment a staff member of your hotel, Ms Raudhah at Reception. She was extremely pleasant, cheerful courteous and polite in assisting my wife and I at check-in on 8 July 2011. Her pleasant disposition was very evident in her dealings with the hotel guests, always smiling and seemingly happy in her ways. I would like to single her out because she deserves to be commended for the qualities we saw in her during our stay. Having stayed at numerous hotels due to the nature of my work, she has certainly made us want to come back to the Istana. You may want to convey our heartfelt gratitude to Ms Raudhah.

Thank you.

*******

Hi There

I have been staying at your hotel for the last six years now.
I would like to bring to your attention the warm, friendly and caring service I receive from your staff.
However I would like to highlight that Mr. Fizanee has been a tremendous help to me every time I visit.
The last visit I arrived earlier then usual and my room was not ready and Fizanee with his great friendly character made me comfortable while they got my room ready. Their was no need for him to do this , but he has recognized that I am a loyal client to your hotel and he has made me feel like your hotel values my continuous support.

I would just like you to know that he has made me want to come to your Hotel only every time I visit and would like to thank him for his warm personality.

*****

My name is A. Krishnan from singapore. Me and my wife stayed at your hotel room 724 from 28 Feb to 2 March for a short break. Our tour agent in singpore luxury tours suggested this hotel. We did not know much abt your hotel except that it was a five star. So imagine our surprise when we arrived on sunday afternoon around 3.30 pm only to be told that our room was not ready.Well we thought so how come this is a five star hotel. We were dissappointed immediately. We checked out tuesday 2nd at 10.00 am and what happened after that made us reverse our feelings about your hotel. Our bus did not show up at 10.30. even up to 11 am the bus was still not there. By that time your staff were a bit concerned for us. The bell boy, the smiling lady who was standing at the entrance kept checking on us to see if things were ok.My wife approached the concerige counter for help.The staff there made a call to the tour agency for us and we came to know the bus broke down.We were told to wait for till 2 for the next bus. Your staff were apologising for the problem even though it was not their fault. They suggested we leave our things there and spend the time outside till the bus come. We were so happy the way your staff helped.When the bus finally came we left feeling very good about your hotel. We like to thank  everyone on duty that time. We will definitely recommend your hotel to our friends.Now i know how u earned your 5 star. Look forward to staying at your hotel again.

*****

I stayed at Istana Hotel with my mother for 4 nights in January 2011. I was impressed with the friendly greeting by the concierge and was amazed to see such splendid decor in the lobby area. We requested to have a lower floor which was seen to straight away.

The rooms were comfortable, modern, well equipped and the bathroom was modern, very spacious and clean and soundproof! The housekeeping staff were very efficient, we only had to wait a matter of minutes when requesting extra towels, iron, etc. The fitness centre is well equipped with trainers available if assistance required.

Breakfast buffet was delicious with lots of variety - hot and cold food. The restaurant staff were helpful and made polite conversation although not overbearing.

The perfect location for sight seeing and only a 10 minute walk to the Pavilion (and other) shopping centre.

I would recommend this hotel to anyone who wishes to have a short city/retail therapy break in Kuala Lumpar

*****

From the moment that we opened our taxi door, we were warmly greated by the staff, and helped by reception. The hotel has a beautifully decorated lobby and set a relaxing yet home-like atmosphere. The location is excellent, the suite was large and clean, and the view from our room was amazing (both Petronas Towers and KL Tower in view)! Thank you Hotel Istana for a great trip and helpful staff

*****
Would just like to say you will not beat this hotel for pure value for money, we paid to upgrade to club lounge, and what a fantastic choice this turned out to be. Thanks to Kamal for making our stay really special, you are 2nd to none when it comes to customer service. I have not one complaint, all staff were more than helpful. Management should be very proud of their staff.