Platinum Residence KLCC by Vale Pine Luxury Homes

We have just arrived and it is bedlam in reception with a waiting time of 10 minutes due to the hoards and queues of people trying to check in. I've tried to contact housekeeping via the phone - no answer, so I went down to reception - still queues of people checking in - just like an airport terminal. The room is spacious, clean and newish, although the bottom on the desk/dressing table is already chipped. We haven't booked breakfast, so not sure yet what lies beyond the boundaries of the hotel.

This is a beautiful building and I am sure there are lots of lovely suites, but ours was definitely not as described. We booked a superior suite, it was supposed to be on the ground floor with a terrace (we were on the 18th floor), dishwasher, toaster, oven and clothes drying rack. It did have a washing machine and hair dryer (with an Australian plug!). We had two towels - no hand towels and no proper bath mats. It was clean, and a great view of the city. They also wanted us to pay cash on arrival which we had not expected and could only pay by card, but had to leave a 200 Ringit deposit. It was disappointing as it was not what we were expecting and a very strange set up on arrival. Ani did her best and we have no complaint in relation to the ground staff - this feels like it is just a money making machine with no personal care about the customer.

We were directed to ill mannered bagaladashi workers stationed at hotel lobby to check us in with zero customer service attitude. We were also downgrade from 3 bedroom to 2 bedroom with 2 Mattress very last min. Room given was very smelly! Checked the sheets they had stains and were not clean. Floor was filthy as after we cleaned our feet before we walk out of the apartment, the sheets were black! The mattress provided were smelly and heavily stained and they were meant for my kids! We decided to ask for refund as the place was too filthy to stay in but the bangaladashi workers refused , claimed the call his boss in China , shouted at us and also ask us for out our bank account ? Overall, very disappointed and horrific experience. Reviews on certain site about the place is definitely untrue.

This hotel has been the worst while I’ve been travelling Asia, it ruined my entire trip in KL. I believe this hotel is running a scam, a number of suites are being privately let but the people letting them will try and take whatever they can and will not provide you with any service. The rooms were infested with insects, the TV did not work, and the biggest issue for me was that I booked a suite with two rooms but they took my money then told me they only had one key, when I told them this doesn’t work they said I’ll move you tomorrow to a smaller suite. I accepted but then they started to delay and wanted to charge me more to downgrade. The hotel told me of one of their guests needed a new card they could generate one and the building management also told me each operator has 4 keys. The hotel claim they are independent of the private operators but when I was queuing to complain I heard them talking (they didn’t know I understood their language) about the penalties for a private resident. *********** couldn’t get through to them to resolve the issues I had and are trying to resolve. I would highly recommend you avoid.

LOADS of cockroaches in the room. Terrible customer service. No one cares, they want to take your money and run and even though I left I could not get any refund. Never stay here. It's disgusting. Not sure what else to say. Just don't do it to yourself.

The apartment is destroyed. The fridge stinks so much that I feel like vomiting when I open it. Bugs in the apartment. One room has no windows and therefore no view. The bathroom was not washed, dirty and there were bugs crawling around due to moisture. The sofa is disgustingly dirty, it's hard to sit on it. Internet is not working well. some contacts not work. There is no equipment in the kitchen. The walls were stained with something the color of poop. The floor is dirty. Holes in the walls. The towels were smelly and not washed, the doors were noisy and leaky. two chairs were missing in the kitchen. and broken doors. After reporting the irregularities, the host did not respond for two hours. After reporting a request for help to Booking, the host wrote to Booking that he would offer another apartment, but it was a lie. He didn't propose anything. There is only one room card, which is inconvenient for 4 people, and we could only enter the swimming pool together. They didn't give us back the deposit for the card and the man in the photo jumped at us - my friend had a bruise. He said he was taking the deposit because she touched him. A nightmare and I wouldn't recommend it for any money on holiday.

poor attitude of staff in lobby on arrival no smoking room smelt of stale cigarette smoke, worse soft furnishings. requested change of room told none available lack of cuttlery- 2 forks, 2 spoons, no knives lack of toiletries, including toilet roll. toilet roll holder broken stain on sofa dirty microwave filthy cloth left in sink glass table top not fixed to table legs, very dangerous back missing from tv remote random clothes label stuck on door

I booked a 3 bedroom apartment with Cozy White. The apartment itself was acceptable, but the real issue is with the management. There are multiple agencies renting out these apartments alongside a formal hotel company. Each individual agency employs non Malaysian staff, who are quite frankly not suited to the customer facing role they are expected to fulfill; they are poorly trained, speak poor English and have little idea of social etiquette. The check in process was chaotic, with multiple guests crowded round an individual who was seated on a sofa in the lobby, who claimed to be the 'manager'. When I was checking in, I witnessed the unsavory sight of this manager shouting at a poor Italian family who had some further questions about their booking. On entering my flat, I noticed that none of the electrics and the washing machine were not working. I went down to the lobby to find the 'manager' who suggested that I find the fuse box to find the trip switch; this was clearly unacceptable . One of my main reasons, for booking a service apartment was for the clothes washing facility. On asking for another flat with a working machine, I was told they didn't have one, and if I persist complaining, I should find somewhere else to stay.... The intimidating characters are wholly unsuited to deal with tourists, and to be honest it is not their fault- they are given very little direction on customer care and are probably paid a pittance. Also beware of a deposit scam- they insist on taking a RM 300 in cash, which cannot be held on a credit card. I've heard stories of money being deducted for dubious reasons. I would recommend booking a Platinum apartment through the hotel company rather than these dodgy agencies, who seem to be completely unregulated.

I have great experiences here with my family, the room is big enough. The facilities are excellent, I give it five stars. I don't know why so many people give bad reviews, I think they just meet the wrong guy, wrong agency.