Sheraton Imperial Kuala Lumpur Hotel

Cons: Unprofessional Reception Experience. Upon check-in, the front desk staff insisted on an additional payment, despite my having paid in full in advance. It took considerable time and effort to resolve the issue, which was only settled after involving the senior manager—fortunately, no extra charge was made in the end. Poor Soundproofing. Traffic noise, especially from cars and motorcycles, was clearly audible at night and disrupted my sleep. Outdated Plumbing. The bathroom fixtures appeared quite old, and I was unable to get cold water in my room. While the issue was resolved within 20 minutes, it reflected a lack of proper maintenance. Electrical Safety Concern. When plugging in the kettle, smoke began to emerge from the socket. I immediately unplugged it and contacted the staff, who replaced the appliance within 20 minutes. Still, it was an alarming incident. Limited Access to Lounge Area. Although I had paid for lounge access, I was unable to use it in the morning. It turned out that morning access requires an additional breakfast fee—something that wasn't clearly communicated. That said, the lounge itself and the staff there were excellent. Insufficient Towels. Only two towels were provided per guest, which felt inadequate for a hotel of this category. Pros: The rooms are spacious and clean. Most staff members were courteous and professional. Room service was surprisingly good, with tasty food at reasonable prices. Overall Impression: I had much higher expectations for this hotel. It seems to be relying heavily on a reputation built in the past rather than delivering on the standards it once set. Ironically, I found my stay at lower-tier properties, such as Four Points by Marriott, to be more enjoyable. There’s a certain dissonance when a brand like Sheraton doesn’t live up to its name.

Disappointing Experience at Sheraton Imperial – Definitely Not Worth 5 Stars My experience at Sheraton Imperial Colombo was unfortunately not a good one, especially considering it was our honeymoon. We arrived late at around 9 PM, and the first impression was already disappointing. The receptionist, Manika, was extremely rude and unwelcoming while we were simply trying to get information about our stay. It felt as though the hotel intentionally hired someone mean for the front desk – not what you'd expect from a 5-star hotel. We had to wait for an entire hour before being taken to our room, which was already frustrating. Once inside, things only got worse. The bathroom and bathtub had hair everywhere, and even the bed – which should have been spotless and freshly prepared – had hair on it too. It was very unhygienic. On top of that, the room lacked basic amenities like tissue and conditioner. It’s shocking to see such poor standards from a hotel that claims to be 5-star. We had originally booked for 4 nights, but because of the condition and service, we cancelled one night and left early.. The good side was the breakfast the our room view

I am writing to express my deep disappointment and dissatisfaction with the service I received during my recent stay at your hotel on 27th June 2025. Upon checking into my room, I was shocked to find that it had not been properly cleaned — there was visible trash left behind, which is completely unacceptable for any hotel, let alone a five-star establishment. I immediately contacted the front desk, but it took almost 30 minutes before someone was sent to assist us and arrange a room change. To make matters worse, the second room we were given had a live cockroach on the bed. This was extremely upsetting and frankly, disgusting. I contacted the front desk once again and requested another room. Initially, your staff informed me that we would be upgraded as an apology for the inconvenience. However, the replacement room was of the same category as the previous one, and no formal apology or compensation was offered at any point. The service was extremely slow, and I ended up wasting half of my day just trying to change rooms. The way the situation was handled was completely unacceptable and far below the standards expected of a five-star hotel. When I checked out the next day, I was told that I would receive a proper explanation or resolution within a week. It has now been over a month, and I have yet to receive any follow-up — no email, no phone call, and no apology. This complete lack of customer service is extremely disappointing and reflects very poorly on your hotel’s reputation.