Renaissance Hotels in Kuala Lumpur

Our stay started on a great note with warm hospitality, a smooth check-in process, and even an unexpected room upgrade. However, the experience took a turn upon entering the room, where we were greeted by an unpleasant smell—reminiscent of ”fried oil” from kitchen ventilation. It seemed as though the exhaust system had redirected the odors into our room rather than out. The smell intensified by morning, prompting us to inform the front desk after returning from breakfast. They sent someone to address the issue, but communication was challenging as he didn't fully grasp the problem. He sprayed something, but the odor persisted. When we returned from swimming, the issue remained, so we contacted the front desk again. This time, a more experienced staff member immediately recognized the strong odor upon entering the room. The engineering team suspected it was due to the lounge above and recommended a room change. The front desk assisted with the move, though interestingly, the new room did not maintain our initial upgrade. Nevertheless, the change resolved the issue, and we could finally enjoy our stay. Beyond the room issue, the water park, swimming pool, and kids' play area were highlights. We appreciated the presence of attentive staff ensuring safety—constantly reminding guests to avoid running on wet floors and enforcing necessary restrictions. We also dined at the pool bar, where the food was delicious, though on the pricey side. The portions were generous, making it somewhat justifiable, and the overall experience there was enjoyable. Unfortunately, the checkout process had a minor setback. I was overcharged, but due to time constraints, I couldn’t address it on the spot. After following up with Trip.com, I was informed that the hotel would refund the difference. Overall, the service at check-in, the pool bar, and from various staff members was commendable. Despite the room odor and overcharge issue, the stay was enjoyable, thanks to the excellent hospitality and well-maintained facilities. However, it raises concerns about how a room with such a strong smell was assigned in the first place. Addressing these minor setbacks would make for an even better guest experience.