Grand Mercure Kuala Lumpur Bukit Bintang

The constant thumping from the upstairs room kept going until past 11 PM and into the early morning. I could even hear doors opening and closing – the soundproofing is absolutely terrible. They say it's an old residence converted into a hotel, but it seems there's no solution for how run-down it is.

The lobby was nice and cool! The welcome drink was ticket-based, and we could use the ticket anytime during our stay, not just on the first day. The elevators were quick, and the room had everything we needed, which was great. Especially the hairdryer, it had a powerful airflow! The shampoo, conditioner, body wash, hand soap, and body cream all had a consistent scent; in our room, it was pomelo. The overhead shower had amazing water pressure – fantastic! One thing to note: there's no lifeguard at the pool, so be careful if children are using it. The only downside was that the Wi-Fi didn't work in the room. I was told there was no password and it worked in all rooms, but for some reason, the connection in our room was bad. The staff offered another Wi-Fi network, but that didn't connect either, so I gave up. Also, the room felt a bit dark overall 😵💫 We stayed for several nights, and the breakfast menu changed slightly every day, so we never got bored! I'd love to stay here again.

The hotel environment is good and the location is great, highly recommended!!!! Very satisfied!!!! The hotel environment is good and the location is great... but the facilities are quite old!?!?

Great location, and the breakfast was decent. The staff were very friendly. Facilities: The sink drained very slowly. The room door couldn't be opened from the inside once locked with the safety latch, we had to call the front desk to open it from the outside. Perhaps it's acceptable by local standards. Hygiene: I stayed for multiple nights and I'm not sure if the towels were replaced. If they weren't too dirty, maybe they were just folded and put back instead of being swapped out? It would be helpful if there were some clear labels or instructions regarding this.

A nightmare day 1. **Hygiene**: I arrived at the hotel quite late that day, and without really checking the cleanliness, I just wanted to wash up and go to sleep. After showering and getting ready for bed, I found a dark stain on the bedsheet. When I lifted the duvet, it was even more outrageous – a large, inexplicable oil stain, very obvious, right before my eyes. I was incredibly shocked and appalled; I had never seen such terrible hygiene before. I immediately reported it to customer service. Since it was the middle of the night, and as a solo female traveler, I didn't feel comfortable interacting with the male receptionist directly. So I asked Ctrip to help negotiate for a new duvet. Ctrip called and emailed the hotel multiple times, but the hotel didn't respond. Then customer service told me to go down to the front desk on the first floor to discuss it face-to-face. When I got downstairs, I found the receptionist hiding in the office playing on his phone, clearly deliberately ignoring the calls and emails. After Ctrip called him again, I waited in my room for them to send a new duvet. After a while, an Indian man gave me a bedsheet. I asked, 'Am I supposed to put this on myself in the middle of the night?' He said, 'I can come in and help you.' Can you imagine how outrageous this is? An Indian male employee wanting to enter my room in the middle of the night to help me put on a bedsheet – the thought still sends shivers down my spine. I said no, please send a female employee. He said there wasn't one. I refused, stating I wanted a new duvet, not a bedsheet. After another long wait, he finally brought me a duvet, but unfortunately, it still had stains. However, that night's ordeal had truly exhausted me, and I had plans for the next day, so I just had to tolerate it. Besides the duvet, the pillow also had a very strong odor. I asked the male employee who brought the duvet, and he said I needed to make another request to the front desk for a pillow. I was speechless and just ended up putting my clothes under the pillow to get through the night. 2. **Service**: As mentioned, the front desk service was very perfunctory. The cleaning staff were also predominantly Indian men. During my two-day stay, I hardly saw any female employees. I question both the convenience and attentiveness of the service.