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“WOULD HAVE BEEN EXCELLENT !!!!!!!!!!!!!!”
Review of Hotel Istana

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Hotel Istana
Ranked #21 of 347 Hotels in Kuala Lumpur
Certificate of Excellence
Reviewed 19 March 2017

The reception from the staff on our arrival was exceptionally friendly and courteous,we were very quickly booked in and sat in the Club Lounge with a refreshing drink and cool flannel for a "quick wipe".
The Hotel's location, being in "the triangle",is well situated for the City Centre.
Excellent would have been our vote, but for the relaxation of the "Code of Dress" rules, required in the Club Room....some of us conformed,but there was a group,who sadly,
flouted these rules.
On speaking with Management,it was clearly stated that this situation,would not happen again.
So be it.

  • Stayed: March 2017, travelled with friends
    • Value
    • Cleanliness
    • Service
2  Thank LesandJenny
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Istana_KL, General Manager at Hotel Istana, responded to this reviewResponded 21 March 2017

Dear LesandJenny,

Thank you for choosing to stay with us and for posting your review on Trip Advisor. Most guest enjoys our Club floor rooms and the facilities at Club Lounge. Despite the fact that we give written rules to our guest for their comfort and to also maintain professional ambiance of the Lounge, unfortunately, some guest do not cooperate leaving us no option but for us to take appropriate action. Rest assured we are fully committed to serve our guest in the most professional manner and with Malaysian hospitality tradition. We hope you will return soon in future.

Warm regards

Aamir Khan
General Manager

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286 - 290 of 3,893 reviews

Reviewed 18 March 2017

Imposing building, huge lobby and they upgraded my room. I'd already got a pretty good online price. Gym is big for a hotel if rather dated. Room decor was in the style that Americans think that we have in all of our homes in England. Panelled walls. Bed was OK. Great so far......
The clubroom has a connecting door through which, as I tried to sleep, loud Arabic music played. A phone call dealt with the problem. Its difficult to advise turning down the upgrade but you have been warned!
There was a large and very obvious stain on the furnishing.
The shower drain ddint.
Smioking is allowed in the lobby. It shouldnt be.
The obvious entrance to the hotel if you are coming from Bukit Bintangon foot turns out to be the staff entrance which security will turn you away from making you walk all the way around the building to the main entrance. Maybe a guest on foot is a rare species.
Sort out the problems and this, at the price, is 5*. But these days there are lots of hotels which are better than the Istana is at present.

Room Tip: Beware the connecting door!
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  • Stayed: February 2017, travelled solo
    • Location
    • Rooms
    • Service
2  Thank jameshj
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Istana_KL, General Manager at Hotel Istana, responded to this reviewResponded 20 March 2017

Dear jameshj,

Thank you for choosing to stay with us and for posting your review on Trip Advisor. Our apologies for the noise issue which was taken care off. We appreciate your feedback and wanted to assure you that we continue to improve and upgrade our facilities on regular basis. We have just replaced our old carpets with new ones, new TVs, and a lot more work is currently on going behind the scenes which has an impact on your in-room healthy environment. Our rooms are the most spacious as compared to any hotel in the neighbourhood. Smoking is only allowed in designated area of the Lobby lounge and not in the lobby or other in-doors. We have taken note of the shower drain. The security should have allowed you to enter through employee entrance and should have guided you to the guest area. Please do accept our sincere apologies for our shortfall. We hope you will return soon in future.

Warm Regards

Aamir Khan
General Manager

Warm regards

Aamir Khan
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 March 2017

"The hotel environment is peaceful,with the friendliness of your staffs that makes the operation smooth & well assistance for any single request, especially from your coffee house section. Hotel should be lucky & be proud with Imizairy which is always smiled upon welcoming guests & being helpful upon requested...
I will be not hesitate to return back here,i feel well treated during my stay...keep up your excellency Istana Hotel!!

Stayed: February 2017, travelled as a couple
4  Thank mairahazman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Istana_KL, General Manager at Hotel Istana, responded to this reviewResponded 20 March 2017

Dear mairahazman,

Thank you for choosing to stay with us and for posting your review on Trip Advisor. We are happy to see that you have enjoyed your stay well. The associates are very happy to see your positive comments and we hope you will continue to support us in future.

Warm Regards

Aamir Khan
General Manager

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Reviewed 15 March 2017

We had a club and the booking in was brilliant, particularly since we arrived from our very early morning flight and they did everything possible to get our room ready. While waiting they encouraged to have breakfast. The food we had in the hotel was superb, the yoke less omelettes are delicious. Only one hiccup on our last morning we ordered our breakfast and my husbands took ages to come so we had to leave with out having it. They were extremely apologetic and explained it was due to a temporary chef. Theu even offered to pack it up so that my husband could have it on our way to the Cameron Highlands!
The pool was lovely.

  • Stayed: February 2017, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank gail788
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Istana_KL, General Manager at Hotel Istana, responded to this reviewResponded 16 March 2017

Dear gail788,

Thank you for choosing to stay with us and for posting your review on Trip Advisor. We are happy to see that you have enjoyed your stay well. However, please accept our sincere apologies for the delay in the breakfast for your husband. We promise you that it will never happen again. I am glad that team offered options to you both. We hope this will not deter you from returning to Hotel Istana in future.

Warm regards

Aamir Khan
General Manager

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Reviewed 14 March 2017

There were a number of faults with the equipment i in my room, On arrival the fridge did not work, there was no ironing board or iron, no bathrobes and the bathroom was filthy. I complained to reception who explained the fridges and the ironing equipment did not work due to lack of maintenance and there was nothing they could do about it. After threatening to check out the manager was called who sorted the equipment out but not the cleaning of the bathrooms. During my stay I was trapped in the lift with other guests when it broke down comments of the other people was its always breaking down. Towels were taken from the room the on a morning and not returned until after 6.0 pm and on no day did we receive the correct number of towels. All the towels were thin and worn out. On two days there was banging and metal cutting in the pump house 2 doors from my room this went on until 10.0 pm what a disaster of an hotel

Room Tip: find another hotel
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  • Stayed: February 2017, travelled as a couple
    • Location
    • Cleanliness
    • Service
Thank davidpauline27
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Istana_KL, General Manager at Hotel Istana, responded to this reviewResponded 20 March 2017

Dear davidpauline27,

Thank you for choosing to stay with us again and we appreciate your loyalty. We are so sorry for all the shortfalls and assure you that we have taken note of everything very seriously. From the feedback of other guest, you can imagine that it is not the norm at Hotel Istana and those were isolated incidents. The department heads concerned have assured me that they will look into each issue urgently. One thing we are unable to find out is the lift issue and would like to request you to please advise us which day and time was it for us to investigate the matter. In the meantime we have reported the matter to our elevator company and they have checked and found nothing wrong with elevators. I assure you that we routinely maintain and service our elevators. Once again, we are really sorry and hope this will not deter you from returning to Hotel Istana for the 5th time since you had returned the 4th time from positive past experiences.

Warm regards

Aamir Khan
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hotel Istana

Address: 73 Jalan Raja Chulan, Kuala Lumpur 50200, Malaysia
Region: Malaysia > Wilayah Persekutuan > Kuala Lumpur
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#13 Spa Hotel in Kuala Lumpur
#16 Romantic Hotel in Kuala Lumpur
#20 Luxury Hotel in Kuala Lumpur
#21 Family Hotel in Kuala Lumpur
#23 Business Hotel in Kuala Lumpur
Price Range: RM279 - RM401 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Hotel Istana 5*
Number of rooms: 515
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Also Known As:
Istana Hotel Kuala Lumpur
Istana Kuala Lumpur

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