4/10 Poor
Cecilia
1 Sept 2025
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
A sad lasting memory of our stay
My wife and I just stayed for 9 nights at the Hilton Kuala Lumpur with a trip to Penang breaking the stays. On both occasions we stayed in an executive room with access to the executive lounge. It was great for the most part and we actually changed our booking from the Mandarin to Hilton based on our first experience. However, sadly, when it came to our last night (30th August) we were turned away at the entrance to the Executive Lounge because it was at full capacity! We were offered to be put on a list and we would need to return to our room and wait to receive a call if/when space became available. We were told that there were already quite a number of people waiting and it was hinted that it wouldn't be worth it. Our last night and we were turned away. It ruined our entire experience of Hilton KL and that is our lasting memory of it. Very sad. Customers need to know that even if they pay for executive lounge access, they may not get it. Hilton really should ensure they have capacity in their lounge rather than just take bookings and hope not everyone turns up. We ended up going to the lobby and having drinks and relaxing which was at our own expense. Why not offer complimentary drinks at the lobby if capacity is reached rather than sending people back to their rooms in in the hope they get a call back. We gave feedback to a lady at check in as we were leaving and she tried to tell us we didn't have lounge access because we'd booked it through a third party. Nonsense.
Cecilia
Stayed 4 nights in Aug 2025
